UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided by our company to customers in the United Kingdom. They are designed to be clear, practical, and fair, and they apply to all bookings, appointments, and instructions accepted by us. By requesting or confirming a service, you agree to be bound by these terms. If you do not agree, you should not proceed with the booking process. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person placing the booking.

These UK service terms govern how bookings are made, how payment is taken, when cancellations may apply, and how liability is limited. They also explain the rules that apply to waste handling, collection, and disposal where relevant. These terms are intended for general service use and should be read alongside any quotation, order confirmation, or written specification we provide. If any part of a booking, job description, or service request conflicts with these terms, these terms will take priority unless we agree otherwise in writing.

Booking process begins when you submit an enquiry, request a quotation, or otherwise ask us to provide services. Any estimate or quote given before confirmation is usually an indication only and does not create a binding contract until accepted by us. We may request further information before accepting a booking, including site access details, service requirements, preferred dates, and any special conditions that may affect delivery. We reserve the right to decline or reschedule bookings where the service cannot reasonably be delivered, where the information provided is incomplete, or where health, safety, or operational concerns arise.

Once we confirm your booking, you are responsible for ensuring that the details are correct, including the address, scope of work, date, time, and any access arrangements. Any changes requested after confirmation may be treated as a variation and may affect the price or timing of the service. If the work involves more than one visit, staged completion, or the use of specialist equipment, the booking may be subject to separate scheduling arrangements. Where we rely on information supplied by you, you must ensure it is accurate and complete. If inaccurate information causes delay, additional cost, or a failed visit, we may charge you for the time spent and any reasonable expenses incurred.

We may set a minimum notice period for bookings, particularly for appointments that require staff allocation, transport, or advance preparation. You should check any stated lead times before requesting a service. If a service depends on third-party approvals, parking access, keys, permits, or site readiness, you are responsible for securing those arrangements unless we have agreed in writing to do so. If we arrive and cannot perform the service because access is restricted or the site is not ready, this may be treated as a missed appointment or aborted visit and charged accordingly.

We may use subcontractors, partners, or qualified personnel to perform part or all of the service. Any such person will be acting on our behalf, but this does not change your obligations under these terms. We may also update the timing of a booking for operational reasons, including weather, traffic, staff illness, or equipment failure. Where possible, we will notify you of significant changes in advance. A confirmed appointment is not a guarantee of exact arrival time unless we have specifically agreed a fixed slot in writing.

Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT or other applicable taxes. We may require a deposit, full prepayment, or part payment before the service begins, especially where materials are ordered, specialist equipment is required, or the service is time-sensitive. If payment is not received by the due date, we may suspend the service, cancel the booking, or charge interest and recovery costs as allowed by law.

Any quoted price is based on the information available at the time of quotation and on the assumption that the scope of work remains unchanged. If the actual service differs from the original description, or if additional work is needed because of hidden conditions, missing information, unsafe access, or customer-requested changes, we may revise the price. Extra charges may also apply for out-of-hours attendance, waiting time, parking, tolls, disposal fees, material costs, or repeated visits caused by circumstances outside our control. We will aim to keep such charges reasonable and proportionate.

Where payment is to be made by invoice, it must be settled within the period specified on the invoice or order confirmation. We do not usually accept deductions, set-offs, or withholding of payment unless required by law or agreed by us in writing. If you dispute an invoice, you must notify us promptly and provide clear reasons and supporting details. Undisputed amounts must still be paid on time. Failure to pay may result in debt recovery action, legal proceedings, and the recovery of associated costs to the extent permitted by law.

Cancellation and rescheduling requests should be made as early as possible. If you cancel a booking, we may charge a cancellation fee based on the notice given, the resources already committed, and any non-refundable costs we have incurred. Short-notice cancellations, same-day cancellations, or cancellations after arrival may attract the full charge, especially where staff, vehicles, materials, or external contractors have already been allocated. If we agree to reschedule, the new date will be subject to availability and may require a revised quote or additional deposit.

We may cancel or postpone a service where circumstances beyond our reasonable control prevent safe or practical delivery. This may include severe weather, vehicle breakdown, supplier failure, illness, legal restrictions, power outages, or site safety issues. If we cancel for these reasons, we will normally offer an alternative date or, where appropriate, a refund of sums paid for undelivered work. We will not be liable for indirect losses caused by such cancellation, provided we have acted reasonably and taken steps to minimise disruption.

If you fail to attend a scheduled appointment, refuse access, or are not ready for the service to begin, we may treat this as a cancellation or missed booking and charge accordingly. The same applies if essential information is withheld, unsafe conditions are discovered, or the work requested is materially different from the booked service. For recurring or ongoing arrangements, either party may end future services by giving reasonable notice, unless a minimum term or separate agreement applies. Any prepaid amount may be retained or refunded depending on the work completed and costs already incurred.

Liability is limited to the extent permitted by law. We will use reasonable care and skill in delivering our services, and we are responsible for loss or damage caused by our negligence, breach of contract, or failure to comply with applicable legal duties. However, we are not responsible for loss that is not reasonably foreseeable, for business interruption, loss of profit, loss of opportunity, or indirect or consequential losses arising from the service. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

You are responsible for ensuring that the premises, items, or materials involved in the service are suitable and safe for the work to proceed. Unless we have specifically agreed to inspect or prepare the site, you must protect fragile items, remove obstructions, and disclose any known hazards. We are not liable for damage arising from pre-existing defects, hidden faults, unsuitable access, or your failure to provide accurate instructions. Where we move or handle items at your request, you accept the risk that such items may already be fragile, worn, or unstable.

Any claim for loss, damage, or defect must be raised as soon as reasonably possible and supported with sufficient detail to allow us to investigate. You must allow us a fair opportunity to inspect the issue and, where appropriate, rectify it before arranging third-party repairs. If compensation is due, our liability will normally be limited to the amount paid for the relevant service or the cost of rectification, whichever is lower, unless a different limit is required by law. We do not accept responsibility for items left unattended after completion unless expressly agreed.

Waste regulations apply wherever the service involves removal, transfer, storage, or disposal of waste, debris, recyclables, or unwanted materials. You must ensure that any waste handed to us is accurately described and does not contain prohibited, hazardous, or contaminated items unless we have agreed to manage them in advance. We may refuse to collect waste that is unsafe, incorrectly packaged, or not declared properly. Where specialist handling, licences, segregation, or documentation are required, you must provide truthful information and cooperate with any lawful instructions.

We will handle waste in accordance with applicable UK rules and standards, including requirements relating to duty of care, transport, and disposal. You must not request us to dispose of items unlawfully, and you must not conceal restricted materials within general waste. If waste is mixed, contaminated, or incorrectly described, we may charge additional handling fees, reclassification costs, or disposal surcharges. Where we act on your behalf in relation to waste, you remain responsible for the accuracy of the description provided and for any legal consequences arising from false or incomplete information.

If the service includes clearance, collection, or disposal, title to waste usually passes only when it is lawfully accepted by an authorised facility or otherwise dealt with in compliance with applicable law. We may issue documentation where necessary, but it is your responsibility to retain any records relevant to your own compliance obligations. We do not accept responsibility for waste generated by third parties unless this has been expressly agreed in writing. If we discover prohibited materials, we may stop work immediately and recover any reasonable costs incurred in dealing with the issue safely and lawfully.

General conditions apply to the interpretation and enforcement of these terms. If any term is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right does not mean that right is waived. Any waiver must be in writing. We may update these service terms from time to time, and the version in force at the time of your booking will apply unless a later version is agreed in writing. No person other than the parties to the booking has any rights under these terms unless expressly stated otherwise.

You must not assign, transfer, or subcontract your obligations under these terms without our written consent. We may assign or subcontract our rights and obligations where reasonably necessary to provide the service. Any notices required under these terms should be given in a clear written form, although we may accept electronic communication where appropriate. These terms, together with the booking confirmation and any agreed specification, form the entire agreement between us regarding the service, unless a separate written contract states otherwise. Nothing in these terms affects your statutory rights as a consumer where applicable.

These service terms and conditions are governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction, unless mandatory law provides otherwise. If you are contracting as a business, you agree that any dispute arising from the service or these terms will be dealt with under that jurisdiction. If any issue cannot be resolved informally, the parties may still pursue any lawful remedies available to them. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these UK service terms.