UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided by us to you. They are intended to create a clear understanding of the booking process, payment requirements, cancellations, liability, waste handling and the legal framework that applies to the supply of our services. By placing a booking, confirming an order, or allowing work to begin, you agree to be bound by these service terms and any written service details agreed at the time of booking.

These terms apply to all customers using our services in the United Kingdom, whether the request is made by phone, email, online form, or another accepted method. They should be read together with any estimate, quotation, order confirmation, or service specification issued to you. If there is any conflict between these terms and a specific written agreement, the written agreement will apply to the extent of that conflict.

We aim to keep the language in these service terms and conditions straightforward, but certain rights and obligations are important. Please read the sections below carefully before placing a booking or making payment. These terms are designed for a general UK services page and are not a substitute for professional legal advice where your circumstances require it.

1. Booking Process

A booking is only considered accepted once we have confirmed it in writing or otherwise communicated formal acceptance. Any initial enquiry, estimate, or price indication is not a binding acceptance of a service request unless we state otherwise. We may ask for additional information before confirming availability, including the scope of work, access details, location, preferred dates, and any special requirements relevant to the service.

When you make a booking, you must ensure that all information provided is complete and accurate. This includes details that may affect the service, such as site conditions, restrictions, hazards, parking limitations, entry requirements, or the presence of fragile items, waste, or specialist materials. If the information supplied is incomplete or inaccurate, we reserve the right to revise the quotation, amend the schedule, or cancel the booking where necessary.

We may offer provisional time slots or date windows rather than fixed appointment times. Where this applies, the service may be carried out at any reasonable point within the agreed period. We will try to keep you informed of scheduling changes, but timing may be affected by traffic, prior jobs, weather, supply issues, or circumstances beyond our control. You should ensure that someone authorised to approve the work is available if required.

2. Service Scope and Customer Responsibilities

The scope of service will be based on the description provided in our estimate, quotation, order confirmation, or written amendment. Any task not expressly included should be treated as excluded unless we agree in writing to carry it out. If, during the course of the work, it becomes clear that additional services are needed, we may suspend the job and provide a revised quotation or additional charge for approval.

You are responsible for ensuring that the place where the service is to be delivered is safe and reasonably accessible. This includes making sure that any necessary permissions have been obtained, relevant utilities or access points are available, and any vulnerable items are removed or protected before work begins. We are entitled to rely on your instructions and on the information you provide unless it is obviously incorrect or unsafe to do so.

Where our personnel need to enter your premises or use your facilities, you must provide suitable access at the agreed time. Delays caused by inaccessible areas, missing keys, blocked routes, or failure to prepare the site may result in waiting charges, rescheduling, or cancellation fees. If a service cannot be completed because of your failure to meet these responsibilities, the booking may still be chargeable in full or in part.

3. Payments and Pricing

Prices may be provided as fixed fees, estimates, hourly rates, call-out charges, or a combination of these. Any quotation will usually remain valid for a stated period, after which it may be withdrawn or revised. Unless otherwise stated, all prices are exclusive of VAT and any applicable taxes or surcharges that may be added where required by law.

Payment terms will be confirmed at the time of booking or on the invoice. In many cases, full or partial payment may be required in advance, on completion, or within a stated number of days after invoicing. We reserve the right to request a deposit before work starts, especially for larger, bespoke, urgent, or repeat service bookings. Failure to pay any required deposit may result in cancellation of the booking.

Late payments may attract interest and recovery costs in accordance with applicable law. We may also suspend further services, withhold completion certificates or final documentation where lawful, or cancel future bookings if invoices remain unpaid. Any discounts, promotional offers, or special rates are offered at our discretion and may be withdrawn without notice for future bookings.

4. Cancellations and Amendments

You may cancel or amend a booking by giving notice in accordance with the cancellation terms provided at the time of booking. Unless a different period is stated, cancellations made with sufficient notice may be accepted without charge, while later cancellations may attract a fee to reflect reserved time, preparation, or incurred costs. We may reduce or waive a charge at our discretion where we consider it fair to do so.

If you need to change the date, time, or scope of the service, you should notify us as soon as possible. Amendments are subject to availability and may affect the price or schedule. Where a booking is changed at short notice, we may treat it as a cancellation and rebooking if the original slot cannot reasonably be reassigned.

Cancellation by Us

We may cancel, postpone, or reschedule a service where necessary due to illness, unsafe conditions, staff shortages, supply failure, adverse weather, access issues, non-payment, or other events beyond our reasonable control. If we cancel and are unable to provide an alternative date that is acceptable to both parties, any prepaid amount for the cancelled element of the service will normally be refunded, subject to lawful deductions for work already completed.

If the cancellation is caused by your failure to comply with these terms, including failure to grant access, provide accurate information, or prepare the site, we may charge reasonable costs already incurred. In some cases, the full fee may remain payable if the service slot was reserved exclusively for you and we were unable to use it for another booking.

5. Liability and Service Standards

We will provide services with reasonable care and skill consistent with the nature of the work agreed. If we fail to do so, you may be entitled to a repeat service, a price reduction, or another remedy available under applicable law. Any remedy will be considered in light of the specific circumstances, the nature of the issue, and the extent to which you have complied with your obligations under these service terms.

Our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Subject to those exceptions, we will not be responsible for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.

Where goods, materials, or third-party products are supplied as part of the service, any manufacturer warranties or third-party guarantees will apply in accordance with their own terms. We are not responsible for defects caused by misuse, normal wear and tear, accidental damage, lack of maintenance, or interference by anyone other than us. You are responsible for following any aftercare or usage instructions we provide.

6. Waste Regulations and Disposal

Where our services involve the removal, handling, transport, sorting, or disposal of waste, all parties must comply with applicable UK waste regulations and environmental requirements. Waste must be described accurately so that we can determine the correct method of collection or disposal. You must not conceal hazardous items, restricted materials, or items requiring special handling, and you must disclose any waste that may present a risk to people, property, or the environment.

We may refuse to collect waste that is illegal to transport, unsafe to handle, incorrectly described, or outside the scope of the agreed booking. If additional charges are required for segregation, special handling, licensing, disposal fees, or compliance measures, these may be added to the invoice. You remain responsible for ensuring that the waste you ask us to remove is lawfully capable of being transferred and disposed of.

Where relevant, title to waste may pass in accordance with the terms agreed for collection and disposal, but this does not transfer responsibility for inaccurate description, prohibited materials, or any breach of law arising from your instructions or concealment of information. We may keep records, receipts, or transfer documentation where required by regulation, policy, or operational need.

7. Force Majeure

We will not be liable for any failure or delay in performing our obligations where the delay or failure results from events beyond our reasonable control. This may include severe weather, fire, flood, transport disruption, industrial action, civil disturbance, power outage, supply-chain interruption, government restrictions, or similar events. Where such an event occurs, we will use reasonable efforts to resume the service or arrange a new date where practical.

If a force majeure event continues for an extended period, either party may be entitled to terminate the affected booking on reasonable notice. In that case, any payment made for work not carried out will be handled fairly, taking into account any non-recoverable costs already incurred and any portion of the service already delivered.

8. Complaints and Dispute Handling

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible and provide details of the issue. We may ask for photographs, documents, or a description of the problem so that we can assess it properly. Raising a concern promptly gives us the best opportunity to investigate and, where appropriate, offer a reasonable resolution.

Nothing in these terms prevents you from relying on statutory rights that apply under UK consumer law where relevant. If a dispute cannot be resolved informally, the matter may be dealt with through negotiation, mediation, or legal proceedings as appropriate. Any informal complaint process does not prevent either party from pursuing formal remedies.

9. Data, Notices, and General Provisions

We may process personal information for booking administration, service delivery, invoicing, record-keeping, compliance, and related operational purposes. Any processing of personal data will be handled in line with applicable data protection law. Notices under these terms should be sent using the communication method stated in the booking or invoice records, or by another method we agree in writing.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or provision will not amount to a waiver of that right or provision. Any variation to these terms must be agreed in writing by an authorised representative of our business.

10. Governing Law

These UK service conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom lawfully applies by agreement or required legal process. The parties agree that the courts having jurisdiction over the relevant matter will have authority to determine any dispute not resolved amicably.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these service terms and conditions. They are intended to create a fair and transparent framework for the supply of services, including booking, pricing, cancellation, liability, waste compliance, and dispute handling, while allowing us to deliver work efficiently and lawfully.