UK Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. They are designed to be clear, fair, and practical, while giving both parties a shared understanding of what is included, what is excluded, and how the service relationship operates. By booking, confirming, or using our services, you agree to be bound by these terms and any specific quotation, service description, or written agreement supplied to you in relation to the relevant job.

For the purposes of this document, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms and conditions for service provision apply to domestic and commercial customers unless a separate written contract states otherwise. If any part of a quotation, invoice, or schedule differs from these terms, the more specific written provision will apply only to the extent of that inconsistency.

We may amend these service terms from time to time to reflect changes in law, business practice, or service operations. The version that applies to your booking is the version in force at the time your booking is accepted, unless a later written variation is agreed. Your continued use of the services after any update will be treated as acceptance of the revised terms where permitted by law.

1. Booking process

All bookings are subject to availability and to our acceptance. A request for a quote, estimate, or proposed appointment does not by itself create a binding contract. A contract is formed only when we confirm the booking in writing, by email, invoice, order confirmation, text message, or other written record, or when we begin providing the services with your approval. We may refuse, delay, or cancel a booking where necessary for operational, safety, legal, or capacity reasons.

When making a booking, you must provide accurate and complete information, including the nature of the service required, access arrangements, any known hazards, time restrictions, property limitations, and any other facts that may affect delivery of the service. If your information is inaccurate or incomplete, we may revise the price, change the schedule, suspend performance, or withdraw the booking. Any estimate given before inspection is based on the information available at the time and may change if the scope of work changes.

2. Service scope and customer obligations

We will provide the services with reasonable care and skill and in accordance with the agreed scope. Unless otherwise stated, the service does not include additional labour, specialist equipment, permits, parking charges, access fees, or disposal costs that were not reasonably foreseeable at the time of booking. You must ensure that the work area is reasonably accessible, safe, and ready for the service to proceed. Where access is restricted, we may need to reschedule or charge for waiting time, additional labour, or unsuccessful attendance.

You are responsible for obtaining any permissions, consents, licences, or approvals needed for the service at the property or location concerned. If a third party, landlord, managing agent, insurer, or building operator must approve the work, that approval remains your responsibility unless we expressly agree otherwise in writing. We may pause or stop the service if we believe continuing would be unsafe, unlawful, or likely to cause damage.

3. Pricing and payments

Prices are usually stated in the quotation, booking confirmation, or invoice. Unless clearly stated otherwise, quoted prices exclude taxes, congestion charges, parking costs, congestion-related penalties, waste handling fees, call-out premiums, and other third-party charges. Where a price is based on an estimate or provisional assessment, the final price may vary to reflect the actual time, materials, scope, or disposal requirements involved. We will aim to keep any adjustments reasonable and proportionate.

Payment terms will be confirmed in writing and may require payment in advance, on completion, or within a stated number of days from invoice date. We may request a deposit to secure the booking or cover materials and mobilisation costs. If payment is not received on time, we may suspend further work, withhold final documentation, or apply lawful interest and recovery costs. Any bank charges charged to us due to failed payment instructions, returned payments, or chargebacks may be added to your account where permitted by law.

Unless the invoice states otherwise, all sums are payable in pounds sterling. You must make payment using an approved method and ensure that the payer details match the account or invoice instructions issued to you. We do not accept deductions, set-offs, or retention unless required by law or agreed in writing.

4. Cancellations, postponements, and changes

You may request to cancel or reschedule a booking by giving us notice in writing or through the agreed booking channel. The amount charged on cancellation depends on the notice period, the type of service, and whether we have already incurred costs such as labour allocation, materials purchase, travel, or waste arrangements. Where reasonably possible, we will try to offer a new date, but we cannot guarantee availability. Same-day cancellations or cancellations after attendance may be charged in full or in part where losses have been incurred.

We may also cancel or postpone a booking where there are safety concerns, adverse weather, access problems, non-payment, suspected fraud, inaccurate information, or circumstances beyond our reasonable control. If we cancel before starting the service, we will normally refund any advance payment for undelivered work, less any non-recoverable costs already incurred lawfully. If the service has already begun, you must pay for the part completed and any unavoidable costs reasonably incurred.

5. Delays, force majeure, and suspension

We are not liable for delay or failure caused by events outside our reasonable control, including severe weather, transport disruption, utility failure, staff illness, industrial action, supply shortages, accidents, vandalism, legal restrictions, or the acts or omissions of third parties. In such cases, we may suspend the service, extend the completion time, or arrange a revised date. Any reasonable additional costs caused by prolonged disruption may be charged where permitted and where they are directly connected to the event.

If your conduct, the condition of the premises, or any instruction from you makes performance unsafe, unlawful, or commercially impracticable, we may suspend or terminate the service immediately. Suspension does not waive our right to payment for work already carried out, materials supplied, or costs already committed. We will take reasonable steps to minimise inconvenience and resume work when it is safe and appropriate to do so.

6. Liability and limitations

Nothing in these UK service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to that, we will not be responsible for indirect or consequential losses, loss of profit, loss of business, loss of goodwill, or anticipated savings arising from the use of the services.

Our total liability for loss or damage arising out of or in connection with the services will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in writing and is lawful. We are not liable for damage caused by pre-existing defects, hidden faults, unsuitable materials, poor maintenance, customer instructions, or failure to follow our reasonable advice. You should take reasonable steps to protect personal belongings, fragile items, and sensitive equipment before the service begins.

Any claim must be notified to us as soon as reasonably practicable after the event giving rise to the claim and, in any case, within a reasonable period. You must allow us a reasonable opportunity to inspect, remedy, or investigate the issue before any third party is instructed to intervene, unless urgent action is needed to prevent further loss or injury.

7. Waste regulations and disposal

Where our services involve removal, handling, or disposal of waste, all such activity will be carried out in line with applicable UK waste regulations and environmental requirements. Waste must be correctly classified, stored, transported, and transferred to an authorised facility or licensed carrier as required by law. We may ask you to identify any hazardous, clinical, electronic, contaminated, or restricted waste before the booking is accepted. If waste is misdescribed or improperly segregated, additional charges, delays, or refusal of collection may apply.

Unless expressly stated otherwise, the customer remains responsible for ensuring that the waste presented for collection is lawful, properly declared, and safe to handle. You must not include prohibited items, pressurised containers, chemicals, asbestos, sharps, batteries, or other dangerous materials without prior written agreement. If we reasonably suspect that waste is unsafe or non-compliant, we may refuse to collect it, isolate it, or require specialist handling at your cost. Any documentation required for legal transfer, traceability, or record keeping may be retained by us or provided to you as appropriate.

We reserve the right to charge for waiting time, loading difficulties, re-sorting, additional vehicle use, or lawful disposal costs where the quantity or nature of waste differs from the agreed description. You confirm that you have the right to authorise removal of the waste from the premises and that no third-party consent is required unless disclosed to us in advance.

8. Materials, equipment, and title

Any materials supplied by us remain our property until paid for in full, where title retention is lawful and expressly applicable. Risk in materials or goods may pass to you on delivery, installation, or supply, depending on the nature of the service and any written terms stated in the quotation or invoice. If you supply materials yourself, you are responsible for their quality, suitability, and compliance with any relevant standards, unless we have expressly agreed to inspect or source them on your behalf.

We may use subcontractors, agents, or approved third parties to perform part or all of the service. This will not reduce our responsibility to deliver the service with reasonable care and skill, but we are not responsible for independent acts or omissions of third parties outside our control unless required by law. Any subcontractor engaged by us will be selected with reasonable care, and any work they perform on our behalf will be treated as part of the contracted service.

9. Complaints, corrections, and remedies

If you believe the service is defective, incomplete, or inconsistent with the agreed scope, you should notify us promptly and provide reasonable details of the issue. We may choose to inspect, remedy, re-perform, or partially refund the relevant element of the service where appropriate. Where a minor issue can be corrected at reasonable cost, you agree to allow us a fair opportunity to do so before arranging alternative work. This does not affect your statutory rights.

Any remedy offered will be proportionate to the nature of the issue and the evidence available. We do not accept responsibility for issues arising from misuse, normal wear and tear, third-party interference, lack of maintenance, or changes made after completion by another person. If a complaint cannot be resolved informally, it may be dealt with under the governing law and jurisdiction clause below.

10. Governing law

These UK service terms and conditions and any dispute or claim arising from them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales unless a different mandatory legal rule applies. If you are ordinarily resident in Scotland or Northern Ireland, any statutory rights available to you under the law applicable in your jurisdiction are preserved to the extent required by law.

Subject to any mandatory legal rights, the courts of England and Wales shall have exclusive jurisdiction over disputes arising out of or in connection with these terms and the services supplied under them. If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision will be treated as modified to the minimum extent necessary, and the remaining provisions will continue in full force.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these service terms and conditions. They are intended to provide a balanced legal framework for the supply of services, including booking, payment, cancellation, liability, waste compliance, and dispute handling, while remaining consistent with applicable UK law.