UK Service Terms and Conditions
These Terms and Conditions govern the provision of our UK service offering and set out the basis on which bookings are accepted, services are delivered, payments are collected, cancellations are managed, liability is limited, and waste is handled. By placing a booking, confirming a quotation, or allowing work to commence, the customer agrees to be bound by these terms. If any part of these service terms is not acceptable, the customer should not proceed with the booking.
For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” refers to the customer, client, or person making the booking. These terms apply to domestic and commercial customers unless otherwise stated in writing. They are intended to be clear, fair, and consistent with UK consumer and business practices. Nothing in these terms affects any rights that cannot lawfully be excluded under applicable law.
These service terms are drafted to support transparency and to reduce misunderstandings during the booking and delivery process. They should be read together with any quotation, scope of work, invoice, or written confirmation issued by us. In the event of any conflict, the order of precedence will normally be the written quotation or service-specific agreement, followed by these Terms and Conditions, unless a different order is expressly stated in writing.
1. Booking Process
A booking may be made by telephone, email, online form, message, or any other method we make available from time to time. A booking is not binding until it has been reviewed and accepted by us. We may request further information before confirming availability, including the type of service required, site access details, dimensions, timing constraints, or any special requirements that may affect delivery of the service.
Once we have reviewed the request, we may provide a quotation, estimate, proposed date, or provisional schedule. Any quotation is based on the information supplied by the customer at the time of enquiry. If the actual site conditions, service requirements, or scope differ from the information provided, we reserve the right to revise the quotation, adjust the schedule, or decline to proceed until revised terms are accepted. A confirmed booking may be subject to a deposit, pre-authorisation, or full payment in advance, depending on the nature of the work.
It is the customer’s responsibility to ensure that all details provided during the booking process are complete and accurate. This includes access arrangements, parking restrictions, permit requirements, health and safety risks, and the presence of vulnerable surfaces, fixtures, or contents. If incorrect information leads to delay, additional labour, repeat attendance, or extra materials, we may charge reasonably for the additional time and costs incurred. We do not accept responsibility for losses arising from inaccurate or incomplete booking information supplied by the customer.
2. Service Delivery and Customer Responsibilities
The customer must ensure that we have safe and reasonable access to the premises, site, or location where the service is to be carried out. Any necessary permissions, consents, or building access arrangements must be obtained before the scheduled visit. If access is delayed or denied, we may charge a call-out fee, waiting fee, or rescheduling fee. We may also postpone or cancel the appointment where conditions are unsafe or unsuitable.
We will use reasonable skill and care in carrying out the service in accordance with the scope agreed. However, our obligations are limited to the service described in the quotation or confirmation. We are not responsible for performing work outside the agreed scope unless expressly agreed in writing. If the customer requests changes after the booking has been confirmed, we may revise the price and timing to reflect the altered scope.
The customer should remove or secure fragile, valuable, dangerous, or sentimental items before the service begins, unless we have agreed in writing to handle such items as part of the service. Where the service involves working near existing fixtures, equipment, or property finishes, there may be a risk of incidental wear or disturbance arising from normal operational activity. Unless caused by our negligence, such incidental effects do not constitute a breach of these terms.
3. Payments
Unless otherwise agreed in writing, all prices are stated in pounds sterling and are exclusive of any applicable VAT or other taxes. We may require a deposit before securing a booking, especially where materials, specialist equipment, or dedicated labour are reserved in advance. The remaining balance is due on completion unless an invoice specifies alternative payment terms. For certain services, payment may be required immediately upon completion or before work starts.
We reserve the right to suspend or withhold the service if payment conditions are not met. Late or overdue sums may attract interest and recovery costs to the extent permitted by law. If a payment is reversed, declined, or charged back without lawful reason, we may charge any associated bank or administrative fees. Any discounts, promotions, or special pricing are granted at our discretion and may be withdrawn where the qualifying conditions are not satisfied.
Invoices must be checked promptly and any query raised within a reasonable time after issue. Failure to raise a query does not waive your obligation to pay any undisputed amount. If a quotation is based on estimated time or quantities, the final price may vary where the actual work required is greater than originally anticipated, provided the variation is reasonable and proportionate to the additional service provided.
4. Cancellations, Postponements, and Missed Appointments
If you wish to cancel or postpone a booking, you should notify us as soon as possible. The amount payable on cancellation will depend on the notice given, the stage of preparation, and whether materials, staff, or subcontractors have already been allocated. We may retain all or part of a deposit where the cancellation occurs after resources have been reserved or costs incurred.
If the customer cancels at short notice, fails to provide access, or is not available at the agreed time, we may charge a reasonable cancellation or missed appointment fee. This fee reflects lost time, travel, labour allocation, and administrative costs. Where we have acted reasonably and the cancellation prevents completion of the planned service, any further rebooking will be subject to fresh availability and may involve revised pricing.
We may also cancel or reschedule a booking where circumstances beyond our control make performance impractical, unsafe, or unlawful. Such circumstances may include severe weather, equipment failure, staff illness, transport disruption, or supply chain issues. In these situations, we will make reasonable efforts to offer an alternative date or an appropriate remedy, but we will not be liable for indirect losses arising from the delay to the extent permitted by law.
5. Liability and Limitations
We accept liability for direct loss or damage caused by our proven negligence, but our liability is limited to the maximum extent permitted by law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to those exceptions, we are not responsible for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss.
Where any property, materials, or equipment are supplied by the customer, we are not responsible for faults, defects, or incompatibility arising from those items, unless the problem is caused by our negligent handling. We are not liable for pre-existing defects, hidden conditions, or deterioration that becomes apparent during the service, provided we have acted with reasonable care. Our liability, where established, may be limited to the price paid for the specific service that gave rise to the claim.
Nothing in these terms affects your statutory rights under UK law where those rights apply. If you believe a service has not been performed with reasonable care and skill, you should notify us promptly and allow a reasonable opportunity to investigate the issue and, where appropriate, remedy it. Any claim should be supported by sufficient information to enable us to assess the circumstances and determine the appropriate response.
6. Waste Regulations and Environmental Compliance
Where our service involves the removal, transport, handling, or disposal of waste, both parties agree to comply with applicable UK waste regulations and environmental requirements. The customer must disclose in advance if any waste is hazardous, contaminated, electrical, sharps-related, or otherwise subject to special handling rules. We may refuse to remove items that cannot lawfully be transported or disposed of under the applicable rules.
We will manage waste responsibly and may separate, store, transport, or transfer materials in accordance with relevant legal obligations and accepted industry practice. If waste is incorrectly described by the customer, additional charges may apply for specialist handling, sorting, or disposal. The customer remains responsible for the accuracy of any description of waste contents and for ensuring that prohibited or dangerous materials are not concealed within general waste.
If the service requires the customer to prepare items for collection or disposal, the customer must do so safely and lawfully. We are not responsible for fines, penalties, or enforcement action arising from false declarations, prohibited materials, or non-compliant preparation by the customer. Where a waste transfer note, receipt, or similar record is required, it may be issued in accordance with applicable regulations and our internal record-keeping procedures.
7. Complaints, Changes, and Service Variations
If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible after the issue arises. We may ask for photographs, notes, or other relevant information to help us investigate. Where a complaint is upheld, we may choose to re-perform the service, correct the issue, offer a partial refund, or take another reasonable step appropriate to the circumstances. Any remedy will be assessed fairly and in line with the actual facts.
We may amend these service terms from time to time. Any updated version will apply to bookings made after the date of publication or issue, unless stated otherwise. Changes will not normally affect bookings already confirmed, except where required by law or where a change is necessary to reflect a legal, safety, or operational requirement. The current version in force at the time of booking will usually govern that booking.
We may also make reasonable adjustments to timing, staffing, methods, or equipment where necessary to deliver the service safely and effectively. Such changes will not amount to a breach provided the essential nature of the service remains substantially the same. If a variation significantly increases the scope or cost, we will seek the customer’s approval before proceeding where reasonably practicable.
8. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless we state otherwise in writing. If the service is supplied under a different UK legal framework, the relevant local law may apply to the extent required by mandatory rules. Any dispute that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts applicable under the governing law.
By proceeding with a booking, you acknowledge that you have read and understood these service terms, agree to be bound by them, and accept that the service will be delivered on the basis set out above. These Terms and Conditions are designed to provide a fair balance between the customer’s rights and our operational responsibilities, while supporting a clear, lawful, and professional service relationship.
