UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided by the company to customers in the United Kingdom. By making a booking, confirming a service request, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create clarity around the service agreement, including how bookings are made, when payment is due, what happens if a job is cancelled, how liability is managed, and how waste is handled in line with applicable rules. Where the wording refers to “we”, “us” or “our”, it means the service provider. Where it refers to “you” or “your”, it means the customer using the service.

These terms apply to all domestic and commercial service bookings unless we agree otherwise in writing. They should be read together with any quotation, order confirmation, scope of work, or other written instructions that form part of the service arrangement. If there is any inconsistency, the specific written quotation or service confirmation may take priority over these general conditions to the extent of that inconsistency. The purpose of these conditions is to keep the booking terms, payment obligations, and service expectations clear, fair, and practical.

We may update these terms from time to time to reflect changes in our business, operational requirements, or the law. The version that applies will normally be the one in force at the time your booking is accepted. Any changes will not affect completed bookings unless required by law or agreed with you in writing. By using the service, you acknowledge that these UK service terms govern the relationship between the parties and form an important part of the contract for services.

Booking process

Bookings may be made by phone, email, online form, messaging platform, or any other method we make available from time to time. A booking request is not automatically a confirmed appointment. The booking becomes accepted only when we issue confirmation or otherwise indicate that we have agreed to carry out the work. The service booking may require us to review availability, job details, access requirements, and any special conditions before acceptance. We may decline a booking at our discretion where the requested service is outside our scope, unsafe, impractical, or otherwise unsuitable.

When you submit a booking request, you must provide accurate and complete information about the service needed, the location, the condition of the site or items, any known hazards, and any other details that could reasonably affect the work. If the information supplied is incomplete or incorrect, we may revise the quotation, delay the service, or cancel the booking. We rely on the details you provide when preparing a quote and scheduling staff, so any material change may affect the price, timing, or availability of the service appointment.

We may ask for photographs, measurements, access notes, or other supporting information before confirming the booking. In some cases, we may also ask for a deposit or advance payment to secure a date. Once a booking is confirmed, you are responsible for ensuring that access is available at the agreed time and that any required permissions, parking arrangements, permits, or site approvals are in place. If the service cannot proceed because access is unavailable or the site is not ready, this may be treated as a late cancellation or a wasted visit.

Payments and pricing

Prices are usually based on the information available when the quote is issued. Unless otherwise stated, quotes may be estimates rather than fixed prices, especially where the exact scope of work cannot be confirmed in advance. If the job changes after booking, if hidden issues are discovered, or if additional labour or materials are needed, we may adjust the final price accordingly. The customer will normally be informed before additional charges are incurred, where reasonably practicable. All charges are due in pounds sterling unless we agree another currency in writing.

Payment terms may vary depending on the type of service, the size of the job, and the level of risk involved. We may require payment in full before the service begins, on completion, or within a stated payment period after invoicing. Where a deposit is requested, the booking may not be secured until the deposit has been received. If an invoice remains unpaid after the due date, we may charge statutory interest and any reasonable costs of recovery permitted by law. Failure to pay on time may also result in suspension of further services or cancellation of future bookings.

Any discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn or changed at any time unless they have already been confirmed for a specific booking. Prices may be subject to VAT or other taxes where applicable. If a customer disputes an invoice, they must notify us promptly and provide clear reasons. Disputed amounts should not be withheld without justification. The customer remains responsible for all undisputed sums under the service contract and must pay them by the relevant deadline.

Cancellations, rescheduling, and missed appointments

Customers may request to cancel or reschedule a booking by giving reasonable notice. The amount of notice needed may depend on the service type, the size of the job, and whether we have reserved staff, equipment, or materials. If you cancel too late, we may charge a cancellation fee to cover losses already incurred, including administration, travel, and staffing costs. Where specialist materials or third-party charges have already been committed, those costs may also be payable. The exact fee will be determined fairly and in proportion to our actual loss.

If we need to reschedule or cancel a booking due to staff illness, safety issues, severe weather, equipment failure, supplier problems, or any other matter outside our reasonable control, we will try to offer an alternative time. We are not liable for indirect loss arising solely from a necessary rescheduling, provided we act reasonably. If you fail to attend, refuse access, do not provide the agreed site conditions, or are otherwise unavailable at the arranged time, we may treat the appointment as completed for cancellation purposes and charge accordingly.

For repeat or larger bookings, a pattern of late cancellations or missed appointments may lead us to require advance payment, additional deposits, or stricter booking conditions in future. We aim to operate a fair and efficient service cancellation policy that balances customer convenience with the cost of reserving time and resources. Any refund due following cancellation will be made to the original payment method where possible, after deductions for any lawful and reasonable charges already incurred.

Service standards and customer responsibilities

We will use reasonable care and skill in carrying out the services in accordance with the agreed scope, relevant instructions, and applicable law. Time estimates are given in good faith but may vary due to site conditions, traffic, weather, parts availability, or other factors. The customer must provide safe and suitable access to the premises, ensure that the working area is reasonably clear, and notify us of any known risks, including asbestos, sharps, chemicals, unstable structures, or vulnerable utilities. If the site is unsafe, we may suspend the work until the issue is addressed.

The customer is responsible for making sure that the services requested are appropriate for their needs and for checking that any items, areas, or equipment affected by the work are suitable for the service being performed. Where the service involves moving, handling, removing, cleaning, repairing, or disposing of items, you must remove any items you wish to keep unless we have agreed to handle them. We are not responsible for pre-existing defects, wear and tear, hidden faults, or problems caused by misuse or poor maintenance before the service began.

You must also ensure that any personal data, confidential information, or valuable items that should not be accessed, moved, or disclosed are secured in advance. We will not be responsible for loss caused by the customer’s failure to protect such items. If third parties such as landlords, managing agents, tenants, neighbours, or contractors are involved, you are responsible for obtaining any necessary permissions and ensuring coordination. These terms for UK services are intended to make responsibilities clear so that the service can proceed smoothly and safely.

Liability and limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence. We do not accept responsibility for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational damage, except where the law requires otherwise.

Where we are found liable in connection with a service, our total liability will normally be limited to the amount paid or payable for the particular service giving rise to the claim, unless a higher limit is required by law. This limitation reflects the commercial nature of the arrangement and helps keep the UK service contract workable and proportionate. We are not responsible for damage caused by events outside our reasonable control, including storms, flooding, transport disruption, strikes, utility outages, or acts of third parties.

If a claim arises, you must take reasonable steps to reduce your loss and notify us as soon as reasonably possible so that we may investigate. We may request photographs, documents, or access to the relevant area in order to assess the matter. Any failure to preserve evidence may affect the outcome of a claim. These liability provisions are intended to be fair and lawful, and to reflect the practical risks involved in providing services across a range of customer sites.

Waste regulations and disposal

Where our services involve collection, removal, handling, transport, or disposal of waste, both parties must comply with applicable waste regulations and environmental requirements in the UK. Waste must be described accurately and handled in a lawful manner. You must tell us in advance if waste includes restricted, hazardous, contaminated, electrical, clinical, or otherwise regulated materials. We may refuse to handle waste that is unsafe, prohibited, improperly packaged, or not covered by our authorisation or operational scope.

Where we remove waste from your premises, title to the waste usually passes only when the waste is lawfully collected for disposal, reuse, or transfer in accordance with applicable rules and our agreed service scope. You must not present waste for collection that contains items excluded by law or by our acceptance criteria. If we discover unsuitable waste on arrival, we may charge additional fees, refuse collection, or treat the visit as wasted time. The customer remains responsible for ensuring that waste is segregated, accessible, and accurately declared.

We may provide records, transfer notes, or other documentation where required by law or by the nature of the service. You agree to provide any information needed for lawful disposal and to cooperate with any reasonable checks. If waste is found to be misdescribed, unlawfully disposed of, or mixed with prohibited materials because of incorrect information from the customer, you may be liable for the resulting costs, penalties, clean-up expenses, and third-party charges. These waste handling terms are an essential part of responsible service delivery.

Governing law and general provisions

These terms, and any dispute or claim arising from them or in connection with them, are governed by the law of England and Wales unless we expressly agree otherwise in writing. If the customer is based elsewhere in the United Kingdom, mandatory local consumer protections may still apply to the extent required by law, but the governing law stated here will control the interpretation of the agreement where permitted. Any dispute should first be raised promptly so that both parties can try to resolve it in a practical and proportionate way.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or remedy immediately does not mean that right has been waived. Headings are provided for convenience only and do not affect interpretation. References to singular words include plural meanings where the context allows, and references to one gender include all genders. This ensures the terms and conditions for services remain clear and adaptable.

Important: these terms are written for general service use and should be read together with the specific quotation, order summary, or scope for the job. If the customer has any doubts before booking, they should review the terms carefully before confirming. By proceeding, the customer acknowledges that they have read, understood, and accepted the service terms, including the booking process, payment rules, cancellation policy, liability limits, waste obligations, and governing law. End of terms.