UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking or accepting a quotation, the customer agrees to these terms, which apply to all standard service arrangements unless expressly varied in writing. The purpose of these conditions is to ensure a clear understanding of the booking process, payment arrangements, cancellation rules, liability limits, waste handling obligations, and the legal framework governing the service relationship.

For the avoidance of doubt, these terms and conditions for services apply whether the service is booked online, by telephone, by email, or through any other accepted method. Any reference to “we”, “us”, or “our” means the service provider, and any reference to “you” or “the customer” means the individual or business receiving the service. These conditions should be read carefully before confirming any booking, as they form part of the contract between the parties.

We reserve the right to update these service terms from time to time where necessary to reflect changes in law, operational requirements, or service scope. Any changes will apply only to future bookings unless otherwise required by law. Customers are responsible for reviewing the most current version of the terms before confirming a new appointment or placing a repeat order.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request does not become binding until it has been confirmed by us in writing, by email, text message, online confirmation, or another agreed format. We may decline a booking at our discretion where we are unable to provide the requested service safely, lawfully, or within the required time frame.

When placing a booking, you must provide accurate and complete information relevant to the service. This may include the type of service requested, the address or location, access arrangements, any relevant health and safety concerns, timing preferences, and any special instructions. If the information supplied is inaccurate, incomplete, or misleading, we may amend the service scope, reschedule the appointment, or charge an additional fee where justified.

We may provide quotations, estimates, or fixed prices depending on the nature of the work. Any quotation is based on the information available at the time and may be subject to adjustment if the actual circumstances differ from those described at the time of booking. A quotation remains valid only for the period stated in it, or if no period is stated, for a reasonable time.

2. Service Provision and Customer Responsibilities

The customer must ensure that the site, property, or premises are ready for the service at the agreed time. This includes providing reasonable access, securing necessary permissions, and ensuring that any required facilities, utilities, or clear working space are available. If access is delayed or prevented for reasons within the customer’s control, we may charge for wasted attendance or rearrange the visit at our discretion.

Where our service depends on information, measurements, or selections provided by the customer, you are responsible for checking that such details are correct. If the customer requests a change after confirmation, we will do our best to accommodate it, but we are not obliged to do so and may charge a revised fee if the change affects time, labour, materials, or disposal requirements.

The customer must take all reasonable steps to protect personal belongings, fragile items, confidential materials, and any equipment not directly involved in the service. Unless agreed otherwise in writing, we do not accept responsibility for items that should reasonably have been moved, secured, or removed before work begins. Any specific safety instructions must be disclosed before the service starts.

3. Payments and Pricing

Unless otherwise agreed, payment is due in full on completion of the service or before the service commences if prepayment has been required. We may request a deposit to secure a booking, especially for larger projects, repeat appointments, or services that involve ordering materials, allocating specialist staff, or reserving substantial time. Deposits are treated as part-payment unless expressly stated otherwise.

Prices may be shown as fixed charges, hourly rates, daily rates, package prices, or custom quotations. Any price displayed or quoted is exclusive of additional charges unless stated otherwise. Additional charges may apply where the scope changes, the work takes longer than expected for reasons outside our control, or extra materials, labour, or disposal arrangements are required. We will seek to notify you of such changes where reasonably practicable.

Late or failed payments may result in interest, recovery costs, or suspension of further services. If a business customer fails to pay by the agreed date, we may charge statutory interest and reasonable debt recovery costs where permitted by law. We may also withhold certificates, reports, or final handover materials until all sums due are paid in full.

4. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the nature of the service and any costs already incurred. If you cancel after we have allocated staff, purchased materials, or reserved equipment, you may remain liable for reasonable costs or a cancellation charge reflecting our losses.

If we need to cancel or reschedule due to illness, safety concerns, weather, operational disruption, or other circumstances beyond our control, we will notify you as soon as reasonably possible and offer an alternative appointment where available. We shall not be liable for any indirect loss caused by a rescheduled appointment, provided we act reasonably and in good faith.

If we attend a booked service and are unable to proceed because of lack of access, absence of the customer, unsafe conditions, or failure to provide the required information or permissions, this may be treated as a late cancellation or wasted visit. In such cases, we may charge the full or partial booking fee, depending on the circumstances and the costs incurred.

5. Liability and Limitation of Responsibility

We will provide the service with reasonable skill and care, and we will take steps that a competent UK service provider would ordinarily take in the circumstances. However, our liability is limited to the extent permitted by law. Nothing in these UK service terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Subject to the above, we are not responsible for losses that are indirect, consequential, incidental, or purely economic in nature, including loss of profit, loss of business, loss of opportunity, or loss of data, except where such losses arise directly from our breach and are recoverable under applicable law. Any total liability arising from a service booking shall normally be limited to the amount paid or payable for that specific service, unless a different limit is required by law or expressly agreed in writing.

We are not liable for defects, delays, or damage caused by information supplied by the customer, third-party acts, unavoidable events, misuse, improper maintenance, or modifications made by anyone other than us. Where an issue is reported promptly and is reasonably attributable to our work, we may at our option re-perform the affected service, correct the issue, or provide a proportionate refund.

6. Waste Regulations and Disposal

Where our service involves the removal, handling, transport, or disposal of waste, all parties must comply with applicable UK waste regulations and environmental requirements. Waste must be described accurately at the time of booking so that we can determine whether it can be accepted, what controls are required, and whether any special arrangements are necessary. We may refuse to handle waste that is hazardous, prohibited, incorrectly described, or unsafe to transport.

The customer is responsible for ensuring that waste presented for collection is lawfully owned or disposed of with proper authority. You must not include prohibited items unless we have expressly agreed in advance to accept them. Mixed loads, contaminated materials, and items requiring special treatment may result in additional fees, revised collection conditions, or refusal of service.

Where required by law, we may provide documentation relating to waste transfer, disposal, or treatment. The customer agrees to cooperate with any reasonable request needed to complete such documentation accurately. We may also refuse collection if we believe it would breach environmental rules, licensing obligations, or site-specific safety requirements.

7. Complaints, Corrections, and Disputes

If you believe the service has not been provided in accordance with these terms, you should raise the issue within a reasonable time after completion. We may ask for relevant details, photographs, or other information to help assess the matter. Where a fault is confirmed, we may offer a repair, repeat service, partial refund, or other appropriate remedy, depending on the circumstances and applicable law.

We aim to resolve disputes fairly and efficiently. Any attempt to withhold payment without a valid basis, or to use a dispute as a reason for avoiding agreed charges, may be treated as a breach of contract. Nothing in these terms prevents either party from seeking legal remedies where a dispute cannot be resolved informally.

These service conditions are intended to operate alongside any additional written agreement, quotation, or specification that we provide for a particular booking. If there is a conflict between documents, the order of precedence will generally be the written special terms for the booking, then the quotation or specification, and finally these general terms, unless stated otherwise.

8. Governing Law and Jurisdiction

These terms and conditions and any dispute or claim arising from them shall be governed by the laws of England and Wales, unless the parties expressly agree otherwise in writing or another jurisdiction is required by mandatory law. If a customer is located in Scotland or Northern Ireland, applicable local legal rules may also apply where required by law.

The courts of the relevant jurisdiction shall have exclusive or non-exclusive jurisdiction, as applicable, over any dispute arising from these conditions or from any service booking made under them. Nothing in this clause affects any consumer rights that cannot legally be waived or restricted.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these service terms and conditions UK. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.