UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or accepting a quotation, you agree to be bound by these terms. They are designed to create a clear, fair, and practical framework for the supply of services, including how bookings are made, how payments are handled, what happens if plans change, and the responsibilities of both parties. Where appropriate, references to the service agreement, booking terms, or customer terms should be understood to mean these conditions.

These terms apply to all standard services unless we have agreed something different in writing. Any special arrangement, estimate, or additional condition will only form part of the agreement if we confirm it expressly. If any part of these terms is found to be unenforceable, the remainder will continue in effect. Nothing in these terms is intended to limit any rights you may have under applicable UK consumer law where those rights cannot lawfully be excluded.

To keep the process straightforward, we encourage customers to read these terms before booking. In using our services, you confirm that you have read, understood, and accepted the key provisions relating to scheduling, payment, cancellation, liability, and waste handling. We may update these terms from time to time, and the version in force at the time of your booking will usually apply unless a later change is required by law.

Booking process

A booking may be made by phone, email, online form, or any other method we make available. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or advance payment. We may request information needed to complete the service safely and effectively, such as access details, property type, service requirements, preferred times, and any known restrictions. You must ensure that the information you provide is accurate and complete.

Once a booking has been accepted, you are responsible for ensuring that the premises, site, or access point is ready at the agreed time. If you need to change the date, time, scope, or location of the service, you should notify us as early as possible. We will use reasonable efforts to accommodate changes, but any alteration may affect availability, timing, pricing, or the suitability of the original quotation. If a visit cannot proceed because access is refused, incomplete, unsafe, or materially different from what was described, we may treat this as a late cancellation or charge for wasted attendance.

Payments and pricing

Prices are normally based on the information available at the time of quotation. Unless stated otherwise, quoted amounts are exclusive of any applicable taxes, surcharges, or third-party fees that may lawfully apply. We reserve the right to revise the price if the actual service requirements differ from the original description, for example where additional time, labour, equipment, materials, or disposal costs are needed. Any significant change will be explained before work continues where reasonably possible.

Payment terms may vary depending on the type of service. In many cases, payment is due on completion, although we may require a deposit, staged payment, or advance payment for larger, bespoke, urgent, or higher-risk jobs. Where an invoice is issued, it must be paid by the date stated on the invoice. Failure to pay on time may result in suspension of services, recovery action, and reasonable interest or administrative charges where permitted by law. Title to any goods supplied as part of the service may remain with us until payment is received in full, where such retention is legally valid.

Cancellation, postponement, and no-shows

You may cancel or rearrange a booking by giving us notice in advance. The amount charged, if any, will depend on the type of service, the notice provided, and any costs already incurred. If you cancel at short notice, refuse access, or fail to attend a scheduled appointment, we may charge a reasonable fee to cover administration, preparation, travel, materials, or reserved time. Where a deposit has been paid, we may retain some or all of it to reflect losses we have already suffered, subject always to applicable law.

We may also cancel or reschedule a booking where necessary for operational, safety, weather, legal, or technical reasons, or where you have failed to provide information needed for the service. If we must cancel and the reason is within our control, we will usually offer an alternative date or a refund of any advance payment for the cancelled element. We are not responsible for indirect losses caused by a cancellation or postponement unless required by law or unless the loss was caused by our negligence.

Service standards and customer responsibilities

We will carry out the services with reasonable skill and care, using suitably trained personnel and appropriate equipment. However, the quality and outcome of the service may depend on factors outside our control, including site conditions, weather, hidden defects, prior damage, or inaccurate information supplied by the customer. You must ensure that the area where the service is to be performed is reasonably safe, accessible, and free from hazards that could affect the work or create a risk to people, property, or vehicles.

You are responsible for securing valuables, pets, fragile items, and confidential materials before the service begins. Unless we have agreed to do so, we do not accept responsibility for removing or storing such items. If our personnel reasonably believe that a site is unsafe, unlawful, or unsuitable to work in, they may pause or stop the service. Any delay caused by failure to meet these responsibilities may lead to additional charges or a revised completion date.

Liability

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 legally be excluded under UK law. Subject to that, we will not be liable for losses that are indirect, consequential, or purely economic where such exclusion is permitted by law. This includes loss of profit, loss of business, loss of opportunity, or loss arising from delayed completion, except where such loss results directly from our breach of duty and is recoverable under applicable law.

Where we are liable for damage to property or for a defective service, our responsibility will usually be limited to the reasonable cost of repair, re-performance, or replacement, or to the amount paid for the affected service, whichever is lower, unless a higher liability is required by law. We do not accept responsibility for pre-existing defects, wear and tear, latent issues, or damage caused by circumstances beyond our control. Claims should be raised as soon as reasonably practicable after the issue becomes apparent.

Waste regulations and disposal

Where our services involve the collection, removal, handling, transport, or disposal of waste, all such activities will be managed in accordance with applicable waste regulations in the UK. Waste must be described accurately and must not be misdeclared, concealed, or mixed with incompatible materials unless we agree otherwise. You must inform us in advance if any items may be hazardous, contaminated, restricted, bulky, electrical, recyclable, or subject to special handling requirements.

We may refuse to handle items that we reasonably believe are unlawful, unsafe, or outside the scope of our licence, permit, or operating procedures. If the waste category changes after arrival because of hidden contents or inaccurate descriptions, we may revise the price, delay collection, or decline the work. Unless agreed otherwise, the customer remains responsible for ensuring that waste transferred to us is fit for lawful handling and that any required segregation, packaging, or declaration has been completed correctly.

Additional terms on materials, access, and delays

If materials, parts, or consumables are required, we may supply these ourselves or source them from third parties. Any warranty we pass on in relation to such items will be limited to the warranty offered by the manufacturer or supplier, unless we state otherwise in writing. We are not responsible for delays caused by suppliers, stock shortages, transport interruptions, or events outside our reasonable control. Where a delivery or service time is only estimated, it should not be treated as a guaranteed appointment unless expressly confirmed.

We may also suspend or adjust performance if carrying out the work would breach law, create a safety risk, or require us to act beyond the agreed scope. If the customer requests extra work, we may provide a revised quotation before continuing. Any instruction given by you or your authorised representative will be treated as authority to proceed, unless we have reason to doubt that person’s authority or the instruction appears unsafe, unlawful, or inconsistent with the agreed service.

Complaints and dispute handling

If you are dissatisfied with any aspect of the service, you should let us know as soon as reasonably possible so that we can investigate and, where appropriate, put things right. We may ask for supporting information, photographs, or access to inspect the issue. Our aim is to resolve concerns fairly and efficiently, whether by explanation, re-performance, repair, partial refund, or another reasonable remedy. Any remedy will depend on the nature of the problem and our legal obligations.

Both parties agree to act in good faith to resolve disputes before starting formal proceedings. Nothing in this section prevents either party from seeking urgent relief where necessary. If a dispute cannot be resolved informally, the matter will proceed under the governing law and jurisdiction set out below. This does not affect any mandatory consumer rights or any statutory route for complaint or redress that may be available to you.

Governing law and jurisdiction

These terms, and any dispute or claim arising from or connected with them, are governed by the laws of England and Wales unless we state otherwise in writing. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides that you may bring proceedings elsewhere within the UK. If you are a consumer, any mandatory protections available to you under applicable UK law will continue to apply.

By booking or using our services, you acknowledge that these terms represent the full agreement between the parties regarding the matters covered here, subject to any written variation agreed by both sides. No waiver of a right or remedy will be effective unless made in writing, and any delay in enforcing a right will not prevent that right from being enforced later. These service terms and conditions are intended to provide a balanced basis for a reliable, lawful, and professional service relationship.