Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which services are provided in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to these service terms and conditions and accept that they form a binding agreement between you and us. Please read this page carefully before requesting any service, as it explains how bookings are made, when payment becomes due, how cancellations are handled, what happens if work is delayed or interrupted, and how legal responsibilities are managed.
In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the person, business, or organisation using the service. These terms apply to all standard and bespoke service bookings unless a separate written agreement states otherwise. If there is any inconsistency between these terms and a written quotation or order confirmation, the written document will usually take priority for the specific job concerned.
We reserve the right to update these service terms from time to time to reflect changes in our operations, legal obligations, or service standards. The version in force at the time of booking will usually apply to that booking unless another version is expressly agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining sections will continue in full force and effect.
Booking Process
All bookings are subject to availability and acceptance by us. A request for work does not guarantee a confirmed appointment until it has been reviewed, accepted, and scheduled. We may ask for details about the service required, access conditions, timing preferences, and any special instructions. This information helps us provide an accurate quotation and allocate appropriate resources for the service.
Where a quotation is provided, it may be based on the information supplied at the time. If the details later change, the price, timing, or scope may need to be adjusted. Service bookings are only confirmed once you accept the quotation or written estimate and we confirm the appointment by email, message, or another written method. We may decline or reschedule a booking where the required resources are unavailable, where there are safety concerns, or where we believe the service cannot be carried out satisfactorily.
The customer must ensure that all information given during the booking process is accurate and complete. This includes, where relevant, property access, parking, site restrictions, health and safety risks, and any items that could affect the service. If you do not disclose relevant information and this leads to delay, extra cost, or the inability to complete the work, we may charge additional fees or cancel the booking.
If the service requires attendance at a premises, you are responsible for ensuring that the location is accessible at the agreed time. We may need someone over 18 to be present to grant access, sign off work, or authorise decisions. If no one is available when attendance is required, we may treat the booking as a missed appointment and apply the relevant cancellation or abortive visit fee. In some cases, we may wait for a reasonable period, but this will be at our discretion.
For recurring, scheduled, or long-term service arrangements, the booking process may include a standing schedule or ongoing work order. Either party may request changes to future dates, but we are not obliged to accept changes at short notice. We may also alter the timing of a service if operational circumstances, weather, supplier issues, or staff availability make this necessary. Where possible, we will give reasonable notice of any such change.
Any quotation or booking reference is for the specific service described and does not create an obligation to provide additional work unless agreed in writing. Requests for extra tasks, variations, or out-of-scope work may be treated as a separate booking and charged accordingly. If you ask us to proceed with additional work while the appointment is underway, you agree that such work may be billed at the applicable rate.
Payments
Unless otherwise stated in writing, payment terms will be set out in the quotation, invoice, or order confirmation. Payment for services may be required in advance, on completion, within a specified number of days, or in instalments depending on the nature of the work. We may request a deposit or part-payment before scheduling or commencing the service, particularly for larger, specialist, or customised work.
All prices are stated in pounds sterling unless expressly noted otherwise. Where applicable, prices may be exclusive or inclusive of VAT, and this will be made clear in the relevant quotation or invoice. If a quotation is based on estimated labour, time, quantities, or materials, the final amount may vary if the actual service requires more work than originally anticipated. We will normally aim to explain material price changes before continuing with additional chargeable work.
Payment must be made using the methods we accept at the time. You are responsible for ensuring cleared funds are available when payment is due. We may suspend or withhold future services where an outstanding balance remains unpaid. If payment is late, we may charge statutory interest and reasonable recovery costs where permitted by law, along with any administration fees that have been clearly disclosed in advance.
Where the service involves goods, materials, permits, third-party charges, or specialist disposal costs, these may be charged separately unless included in the quote. Any discount, promotion, or special rate is conditional on the booking remaining within the agreed scope and payment being made on time. If you dispute an invoice, you must tell us promptly and provide the reasons for the dispute. You must still pay any undisputed amount by the due date.
Deposits, invoices, and overdue amounts
Deposits are usually non-refundable once we have reserved time, allocated staff, or incurred costs for your booking, unless we cancel the service or the law requires otherwise. If the work is cancelled by you, any deposit may be retained to cover administrative costs, planning, or loss of business opportunity, depending on the timing of the cancellation. We may also apply part of any deposit against costs already incurred.
If an invoice remains unpaid after the due date, we may issue reminders and may refer the debt for collection or legal recovery. Any collection activity may increase the total amount payable. You will remain liable for all sums properly due under the service agreement, including any bank charges or fees imposed as a result of failed payment where permitted by law.
Cancellations and Changes
You may cancel or reschedule a booking by giving us notice in writing or through the agreed booking method. The amount of notice required may depend on the service type, scheduled resources, and whether materials or third-party arrangements have already been made. If you cancel too close to the appointment, we may charge a cancellation fee to cover lost time, preparation, travel, and any non-recoverable costs.
If you wish to change the scope, date, or location of the service, we will try to accommodate the request where reasonably possible. However, changes are subject to availability and may affect price or timing. Service cancellations are assessed case by case, and we may charge for work already completed, materials ordered, site visits made, or any commitments undertaken on your behalf before the cancellation was received.
We may cancel, postpone, or partially suspend a service if circumstances outside our control make it impossible, unsafe, or impractical to continue. Examples may include severe weather, transport disruption, illness, equipment failure, shortages, access issues, or legal compliance concerns. If we cancel for reasons within our control, we will offer a suitable alternative date or refund any advance payment for work not performed, subject to lawful deductions for work already completed.
If a booking is cancelled because you fail to provide access, instructions, approvals, or a safe working environment, we may treat the appointment as cancelled by you and charge accordingly. In addition, if a service cannot proceed because the site is not ready, the customer may be responsible for any wasted attendance, waiting time, or restocking costs. We will always aim to act fairly and proportionately when applying fees.
Service Standards and Liability
We will provide services with reasonable care and skill and in accordance with the description supplied at the time of booking. Any timescales given are estimates unless expressly agreed as binding. Delays do not automatically entitle you to compensation unless we have failed to perform our obligations with reasonable care, or unless a legal right applies. We are not responsible for delays caused by events beyond our reasonable control.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability for any claim arising from the service shall be limited to the amount paid or payable for the relevant service, unless a different limit is required by law. This limitation applies whether the claim is in contract, negligence, misrepresentation, or otherwise.
We will not be liable for loss of profit, loss of business, loss of anticipated savings, reputational damage, indirect loss, or consequential loss arising from or in connection with the service, except where such exclusion is not permitted by law. You are responsible for protecting your own property, data, valuables, documents, and any sensitive items before the service begins, unless we have expressly agreed to take responsibility for them in writing.
If you ask us to work on or near fragile, concealed, aged, defective, or previously altered items, there may be an increased risk of accidental damage or additional time required. We are not responsible for damage caused by pre-existing faults, hidden defects, structural weakness, unsuitable materials, or inaccurate information provided by you. Where possible, we will alert you to such concerns before continuing.
You agree to notify us promptly of any issue, defect, complaint, or alleged shortfall in service performance. This allows us to investigate and, where appropriate, put matters right. Failure to give us a reasonable opportunity to inspect or remedy the issue may affect any claim you later make. Any remedy we offer may include re-performance of the service, a partial refund, or another reasonable solution depending on the circumstances.
Insurance and responsibility may be important depending on the nature of the service. Where the service involves your site, equipment, or goods, you remain responsible for maintaining suitable insurance unless we have expressly agreed otherwise. If our staff, contractors, or agents are asked to follow specific site rules, those rules must be communicated in advance and must be lawful, reasonable, and capable of being followed in practice.
Waste Regulations and Environmental Compliance
Where the service produces waste, packaging, surplus materials, or items requiring disposal, the handling of that waste will be governed by applicable UK waste regulations and environmental requirements. We may remove waste only where it has been expressly included in the service or where we have agreed to do so in writing. You must not assume that disposal is included unless stated in the quotation or invoice.
Customers must provide accurate information about the nature of any waste, including whether it is general, bulky, recyclable, hazardous, contaminated, or subject to special handling. If waste is misdescribed, improperly stored, or unlawfully mixed, we may refuse to collect it, charge additional fees, or cancel the waste element of the service. You agree to cooperate with any reasonable request needed to ensure lawful disposal, segregation, or transfer of materials.
When waste removal is part of the service, ownership of the relevant waste transfers only in accordance with the agreed arrangement and applicable law. We may require waste transfer notes, declarations, or other documentation where necessary. You must not place prohibited items into general service waste unless we have confirmed in advance that such items can be handled lawfully and safely.
We may refuse to remove items that pose a health, safety, legal, or environmental risk. This includes items that are leaking, unstable, contaminated, or otherwise unsuitable for transport. If such items are discovered during the service, additional charges may apply for protective equipment, specialist handling, or return visits. Where required by law, we may also report unlawful waste issues to the appropriate authorities.
Environmental compliance is an important part of responsible service delivery. We may use recyclable packaging, dispose of waste through licensed facilities, and separate reusable materials where practical. You agree not to request or instruct us to act in a way that would breach waste legislation, cause pollution, or create avoidable environmental harm. Any such instruction will be refused.
Customer Responsibilities
You are responsible for ensuring that the service can be carried out safely and efficiently. This includes providing a safe working environment, truthful information, suitable access, and any permissions required from landlords, managers, neighbours, or third parties. If you fail to meet these responsibilities, we may suspend the service, charge additional time, or end the appointment early.
You must remove or secure items that are not part of the service unless we have agreed to handle them. It is your responsibility to back up data, disconnect sensitive equipment if instructed, and protect items that may be affected by the work. We are not responsible for ordinary wear and tear, pre-existing defects, or issues that arise because you did not follow reasonable instructions given before or during the service.
If the service requires compliance checks, sign-off, or approvals, you must review any document provided and raise concerns promptly. Any silence, delay, or continued use of the service output may be treated as acceptance of the work, except where consumer law provides otherwise. Nothing in these terms affects your statutory rights where the service has not been provided with reasonable care and skill.
Force Majeure and General Legal Matters
We are not liable for delays or failure to perform caused by events beyond our reasonable control, including industrial action, supply shortages, transport disruption, severe weather, fire, flood, power failure, act of government, epidemic, or civil disturbance. If such an event continues for a prolonged period, either party may be entitled to suspend or terminate the affected booking on reasonable notice.
These terms, together with any written quotation or booking confirmation, contain the entire agreement between the parties concerning the service. No statement or promise made outside these documents will have legal effect unless confirmed in writing. If we do not enforce a right at one time, that does not mean we have waived it for the future.
If any dispute arises, both parties should first attempt to resolve it in good faith and without unnecessary delay. If a formal dispute cannot be resolved informally, it may be dealt with through the courts or any other lawful method of resolution available to the parties. Each side should preserve relevant records, invoices, messages, and service notes to assist with any review or claim.
These UK service terms are governed by the laws of England and Wales, unless another part of the United Kingdom is required by mandatory law to apply. The courts of England and Wales shall have non-exclusive jurisdiction over disputes, meaning claims may also be brought in another competent court where the law allows. If you are a consumer, you may also benefit from rights under mandatory consumer protection law in your local jurisdiction within the UK.