UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided in the United Kingdom. By making a booking, requesting an estimate, or agreeing to proceed with any work, the customer confirms that they have read, understood, and accepted these terms. These conditions are designed to create clarity around the booking process, payment terms, cancellation rights, service limitations, and legal responsibilities. They apply to all standard service arrangements unless otherwise agreed in writing.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the individual or organisation purchasing the service. The scope of work may include one-off, scheduled, or recurring services, depending on the nature of the booking. Any variation to these UK service terms must be confirmed expressly and will only be valid if agreed in writing by an authorised representative.

We reserve the right to refuse, amend, or withdraw a service booking where necessary for operational, safety, or legal reasons. Where a quotation is provided, it will normally remain valid for the period stated on the quotation or, if no period is stated, for a reasonable time in the circumstances. All quotations and estimates are based on the information supplied by the customer and may be adjusted if the actual requirements differ from those described at the time of enquiry.

Booking Process

The booking process begins when the customer submits a request for services and provides accurate details about the work required. This may include the service type, location, preferred date or time, access conditions, and any relevant health, safety, or operational considerations. The customer is responsible for ensuring that all information provided is complete and correct. Any delay, additional charge, or inability to carry out the service caused by incomplete information may be charged to the customer.

Once a booking request is received, we may issue a quotation, estimate, or service confirmation. A booking is only considered accepted when we have confirmed it in writing, by email, or through another recorded method. Until acceptance is confirmed, no binding service agreement exists. In some cases, a deposit, advance payment, or card pre-authorisation may be required before the service appointment is secured.

The customer must ensure that suitable access is available on the agreed date and time. This includes providing entry permissions, parking arrangements where relevant, and any necessary information about the site. If our team arrives and is unable to begin work due to access problems, the booking may be treated as a late cancellation or a wasted visit, and the appropriate charge may apply. Where specific materials, equipment, or permits are needed, the customer must notify us in advance.

Payments and Charges

All prices are stated in pounds sterling unless otherwise specified. Unless a quotation expressly says otherwise, prices may be subject to VAT and other applicable charges. The customer agrees to pay all fees relating to the agreed service, including any additional work requested during the appointment. Where work is carried out beyond the original scope, charges may be revised to reflect the extra time, labour, materials, disposal costs, or specialist resources required.

Payment terms may vary depending on the service type. Some services require payment in full before work begins, while others may permit payment on completion or within an agreed invoice period. Where invoices are issued, payment must be made by the due date shown. Failure to pay on time may result in suspension of future services, cancellation of outstanding work, and recovery action. Any costs incurred in collecting overdue sums may be added to the outstanding balance where permitted by law.

We may request a deposit to secure a booking, particularly where the service requires reserved time, specialist materials, or third-party arrangements. Deposits are generally non-refundable except where we cancel the service or where a refund is required by law. Where a customer disputes an invoice, they must notify us promptly and clearly identify the items in question. Undisputed amounts remain payable in accordance with the original due date.

Cancellations, Changes, and Rescheduling

Customers may request cancellation or rescheduling of a booking by providing notice within a reasonable period before the agreed service date. The exact notice period may depend on the nature of the work, but late cancellations may incur charges to cover reserved time, preparation, travel, or material costs. If the customer fails to attend a scheduled appointment or prevents access without prior notice, the booking may be treated as cancelled by the customer.

Where a cancellation occurs after materials have been ordered, specialist resources have been reserved, or work has already begun, the customer may remain liable for those costs. If the service involves multiple stages, cancellation of one stage may not automatically cancel the remainder unless confirmed by us. We may also cancel or postpone a booking if conditions are unsafe, if payment has not been received, if access is not available, or if circumstances beyond our control make performance impractical.

If we need to change or cancel an appointment, we will aim to provide as much notice as reasonably possible and offer an alternative date where available. However, we are not responsible for any indirect loss arising from a reasonable rescheduling. This includes loss of profit, missed opportunities, or inconvenience, except where liability cannot be excluded under applicable law. In all cases, any refund or credit will be limited to the amount actually paid for the affected service, unless otherwise required by law.

Service Standards and Customer Responsibilities

We will carry out services with reasonable skill and care and in accordance with the information available at the time of booking. If the customer requests a particular method, product, or approach, we will consider that request but are not obliged to follow it if it would create a safety risk, legal issue, or material change in the service outcome. Any timeframes given are estimates only unless expressly stated as fixed.

The customer must cooperate reasonably and provide the information, permissions, and facilities needed to perform the service. This includes disclosing known hazards, restricted areas, fragile items, electrical concerns, contamination, pests, structural issues, or other conditions that may affect the work. If additional precautions are necessary due to undisclosed risks, we may charge for extra time, equipment, or protective measures. We may also suspend the service until the issue is resolved.

The customer is responsible for securing valuables, documents, and personal possessions before the service begins. While we will act with care, we do not accept responsibility for items left unsecured in the working area unless loss or damage is caused by our negligence or a breach of these terms. The customer must also ensure that any third-party property, equipment, or materials provided for the service are suitable for the intended purpose.

Liability and Limits of Responsibility

Nothing in these service terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we will not be liable for loss or damage arising from inaccurate information supplied by the customer, failure to follow our instructions, hidden defects, or circumstances beyond our reasonable control.

Where liability arises in connection with the service, our total aggregate liability will generally be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. We will not be responsible for indirect, special, or consequential losses, including loss of business, revenue, data, goodwill, or anticipated savings. This exclusion applies whether the claim arises in contract, tort, misrepresentation, or otherwise.

We are not liable for delays or failures caused by events outside our control, including but not limited to adverse weather, transport disruption, supply chain interruptions, power outages, illness, strikes, civil disturbance, or acts of government. If such an event prevents or delays the service, we may suspend performance for the duration of the event, reschedule the booking, or cancel it if performance becomes impossible. In such cases, our liability will be limited to refunding any unperformed portion of the service where appropriate.

Waste Regulations and Disposal

Where the service involves removal, collection, handling, or disposal of waste, all work will be carried out in accordance with applicable UK waste regulations and environmental requirements. The customer must accurately describe the waste type before booking and must not present hazardous, prohibited, or incorrectly classified materials unless we have agreed to handle them in advance. Any misdescription may result in refusal of collection, additional charges, or cancellation of the service.

Waste must be presented in a safe, accessible, and lawful condition. The customer is responsible for declaring items that may be hazardous, contaminated, sharp, heavy, or regulated. If the waste includes restricted substances or materials requiring special treatment, we may need to use separate handling procedures, specialist containers, or licensed disposal routes. Additional charges may apply where items are mixed, bulky, or require manual loading beyond ordinary expectations.

We reserve the right to reject any waste that cannot be legally or safely removed. The customer confirms that they have the authority to arrange disposal of the waste supplied for collection. If waste is left in a manner that breaches site rules, health and safety requirements, or environmental law, we may report the issue to the appropriate authority where required. The customer agrees to indemnify us against losses arising from inaccurate waste descriptions or unlawful transfer.

Data, Records, and Confidentiality

In order to manage bookings, billing, and service delivery, we may process limited customer information in accordance with applicable data protection requirements. The customer agrees that information supplied for the purpose of arranging the service may be stored, used, and retained for legitimate business and legal purposes, including record keeping, tax compliance, dispute resolution, and service administration. We will take reasonable steps to protect such information.

Where the service takes place at business premises, the customer must ensure that any confidential information, sensitive documents, or restricted materials are appropriately secured before our team arrives. We will not intentionally access or disclose confidential material except where necessary to perform the service or where required by law. Any records we create in the normal course of business, including invoices, work notes, and service confirmations, may be retained for as long as reasonably necessary.

We may rely on photographs, notes, or other records for internal quality control, proof of service, or dispute handling. These records are not supplied as a guarantee of outcome and do not replace the customer’s responsibility to inspect work promptly. If the customer believes any part of the service is incomplete or defective, they must notify us within a reasonable time after completion, giving details of the issue and an opportunity to assess it.

General Legal Provisions

These terms represent the entire agreement between the parties in relation to the services described and supersede any prior discussions or statements unless expressly incorporated in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising any right shall operate as a waiver of that right.

We may update or revise these UK service conditions from time to time to reflect operational changes, legal requirements, or improvements in our processes. The version in force at the time of booking will usually apply to that booking unless a different version is agreed. Customers are responsible for reviewing the applicable terms before confirming any new service request.

These terms do not create any partnership, joint venture, or employment relationship between us and the customer. No third party shall have any rights under these terms except where such rights are expressly conferred by law. Any notice or communication relating to the service should be provided through the agreed booking channel or other recorded method used for the transaction.

Governing Law and Jurisdiction

The services and these terms are governed by the laws of England and Wales, unless the parties expressly agree otherwise in writing. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or connected with these terms or the services provided, subject to any mandatory legal rights that apply in another part of the United Kingdom.

If a dispute cannot be resolved through normal business communication, the parties should first attempt to address the issue in good faith and allow a reasonable period for review. Any claim brought under these terms must be based on the facts and evidence relevant to the service in question. Nothing in this section prevents either party from seeking urgent relief where necessary to protect rights, property, or safety.

By proceeding with a booking or accepting the service, the customer acknowledges that these service terms and conditions form the contractual basis of the arrangement. They are intended to balance fair service delivery with clear responsibilities on both sides. Where a situation is not specifically addressed, it will be interpreted reasonably, in line with the nature of the service and the applicable law.