UK Service Terms and Conditions

These service terms and conditions set out the basis on which our services are supplied in the United Kingdom. By making a booking, accepting a quotation, or authorising work to begin, the customer agrees to these terms. They are designed to create a clear understanding of the booking process, payments, cancellations, liability, waste handling, and the governing law that applies to our service agreement.

In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person or business receiving the service. These conditions apply to all standard and bespoke services unless we agree otherwise in writing. If any part of the service order conflicts with these terms, these terms will apply unless a written variation states otherwise.

We may update these terms and conditions for services from time to time. Any updated version will apply to future bookings and, where permitted by law, to ongoing services that have not yet been completed. Continuing with a booking after notice of an update will be treated as acceptance of the revised terms.

Booking process begins when you request a quote, make a booking, or confirm acceptance of a proposed service schedule. We may ask for details such as the type of service required, property access, preferred dates, and any relevant site conditions. A booking is only confirmed once we accept it, issue confirmation, or otherwise tell you that the work has been scheduled.

We reserve the right to decline or reschedule a booking where the requested service cannot reasonably be delivered, where information provided is incomplete or inaccurate, or where the work would create a health, safety, or compliance concern. If site access changes before the appointment, you must notify us promptly so we can assess whether the booked service can still proceed as planned.

It is your responsibility to ensure that the service location is ready for attendance. This includes providing safe access, removing obstacles where practical, and making sure that any necessary permissions have been obtained. If we arrive and cannot complete the work because the site is unsuitable, inaccessible, or materially different from the information supplied, we may treat the booking as cancelled and charge a reasonable call-out or wasted attendance fee.

Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless we agree otherwise in writing, prices are quoted exclusive of VAT and any additional charges that may arise from changes to the scope of work. Payment is due on the date stated on the invoice, and where no date is stated, payment must be made immediately upon completion or prior to commencement, depending on the service type.

We may require a deposit, advance payment, or part payment before work starts. Any deposit will secure the booking for the specified date and time, but it does not guarantee completion if you fail to meet your obligations under these terms. If payment is delayed, we may suspend further work, withhold delivery of any related documents or reports, and charge statutory interest and reasonable recovery costs where permitted by law.

For UK service conditions involving recurring work, staged work, or project-based services, we may invoice in instalments. Each invoice must be paid by the deadline shown. You are not entitled to withhold payment because of an unrelated dispute, except where applicable law allows you to do so. Any discounts, promotional rates, or special pricing apply only to the specific booking for which they were offered.

Cancellations and changes must be requested as soon as possible. If you wish to cancel or rearrange a confirmed booking, we will assess the notice given and any costs already incurred. Cancellation charges may apply where we have reserved time, ordered materials, assigned personnel, or otherwise committed resources to the service.

If you cancel with sufficient notice, we may, at our discretion, offer a new date instead of applying a cancellation fee. However, where cancellation is made at short notice or after we have started travelling to the site, a fee may be charged to cover lost time and direct expenses. Any refund due will be processed after deducting amounts properly owed under these terms.

You may also ask to amend the scope of the work. Any change requested after booking confirmation may affect price, timing, and availability. We are not obliged to accept amendments, but if we do, the revised service terms and charges will be confirmed before the altered work proceeds.

Our liability is limited to the extent allowed by law. We will perform the service with reasonable care and skill, but we do not guarantee that every outcome will be identical to any illustration, estimate, or expectation unless we have expressly promised a specific result in writing. Nothing in these service terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Where we are responsible for loss or damage, our total liability will generally be limited to the amount paid or payable for the relevant service, except where a different limit is required by law. We will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or other similar losses unless such liability cannot be excluded under applicable law.

If a claim is made in relation to the service, you must notify us within a reasonable time and provide sufficient detail for us to investigate. You must take reasonable steps to reduce any loss, and you must not attempt to alter, repair, or dispose of affected items in a way that prevents proper assessment without first giving us the chance to review the issue, unless urgent action is required for safety reasons.

Waste regulations and environmental compliance are an important part of our service delivery. Where the service involves removal, handling, transport, storage, or disposal of waste, both parties must comply with applicable UK waste laws, environmental rules, and duty-of-care requirements. You must provide accurate information about the nature of any waste, including whether it contains hazardous, restricted, or contaminated materials.

We may refuse to collect or process waste that is improperly described, unsafe, unsegregated, or not permitted under the agreed service. If waste requires special handling, you must tell us in advance. Any additional fees, licensing requirements, packaging needs, or disposal costs arising from non-standard waste will be charged to you unless we have agreed in writing to include them in the quoted price.

Once waste has been transferred to us in accordance with the agreed service, we will deal with it in line with relevant legal obligations and our operational procedures. You remain responsible for ensuring that the waste supplied for collection is lawful to move and dispose of. If you are a business customer, you may be required to keep records, transfer notes, or other evidence as required by law, and we may provide supporting documentation where appropriate.

Customer responsibilities include giving accurate information, ensuring lawful access, and cooperating with reasonable instructions relating to health, safety, and service delivery. You must ensure the premises or work area is safe, and you must tell us about any known hazards, fragile surfaces, utilities, restrictions, or conditions that could affect the service provision.

If you are not present when the service is carried out, you authorise us to rely on the information previously supplied and to take reasonable action needed to complete the work. We are entitled to assume that any person instructing us on site has the authority to do so. If we are required to wait, return, or repeat work because information was incorrect or permissions were missing, we may charge for the additional time and costs.

Any materials, equipment, or items left with us remain your responsibility until formally accepted into our custody, and you must remove valuables or prohibited items unless we have agreed otherwise. We are not responsible for items that should not have been present at the service location or that were not disclosed in advance.

Completion, complaints, and defects should be raised promptly after the service is completed. If you believe the work has not been carried out in accordance with the agreed specification, you must notify us within a reasonable period and allow us to inspect the issue. We may, at our discretion and where appropriate, offer to correct the service, provide a partial refund, or explain why the work is considered complete.

Minor variations that do not materially affect the overall service do not amount to a breach. Natural variation, wear and tear, pre-existing defects, hidden conditions, and issues caused by third parties are outside our control and are not treated as failures of the service unless we expressly agreed to assume responsibility for them.

If a dispute cannot be resolved informally, the parties should continue to act reasonably and provide relevant evidence, invoices, photographs, or other records. This approach helps ensure that any disagreement about the service agreement is addressed fairly and without unnecessary delay.

Suspension and termination of services may occur where you fail to pay, breach these terms, provide unsafe conditions, or behave in a way that makes performance impractical or unlawful. We may cancel a booking or stop work immediately if continuing would create a risk to people, property, or compliance obligations. In such cases, you remain liable for work properly carried out and for any reasonable costs incurred up to the point of suspension or termination.

Either party may terminate ongoing services by giving notice in accordance with the booking or contract arrangement, provided that any outstanding obligations are still met. Termination does not affect rights or liabilities that arose before the date of termination, including payment obligations, confidentiality requirements, and any claim that has already accrued.

Governing law and jurisdiction apply to these UK service terms and conditions. The agreement is governed by the laws of England and Wales unless we state otherwise in writing, and the courts of England and Wales will have exclusive jurisdiction except where mandatory law provides differently. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.