UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide services to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to these terms. They are intended to create a clear and fair framework for both parties, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to this agreement. Nothing in these UK service terms affects any rights you may have under applicable consumer law.

For the purposes of these terms and conditions for services, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refer to the individual or business requesting the service. The exact scope of the service will be confirmed during the booking stage and may include labour, materials, site attendance, collection, delivery, maintenance, or other agreed tasks. Any work outside the agreed scope may be treated as a separate chargeable request.

These UK terms of service apply only to the services described in your booking confirmation or written agreement. If any special conditions are agreed in writing, they will form part of the contract, provided they do not conflict with mandatory law. Important: if there is any inconsistency between these terms and a written quotation, the written quotation will take priority only in relation to the specific point of conflict.

Booking process

All bookings must be made through the accepted channels and are subject to availability. A booking is not confirmed until we have acknowledged it in writing or otherwise accepted it through our standard process. We may request details such as the address, access information, type of service required, preferred dates, and any relevant site conditions. You must ensure that all information provided is complete, accurate, and not misleading.

Quotes, estimates, and indicative prices are usually based on the information available at the time of enquiry. If the details change, or if additional work is required on arrival, we may revise the price or schedule before proceeding. We reserve the right to refuse or cancel a booking if the site is unsafe, access is restricted, or the requested service cannot reasonably be delivered under the agreed conditions.

Where an appointment time is given, it is intended as an estimated arrival or service window unless expressly stated otherwise. Delays may occur due to traffic, weather, supply issues, or preceding work overruns. We will take reasonable steps to keep you informed of any significant delay. You agree to provide suitable access to the premises and to make sure that any required permissions, occupier consent, or site authorisations are in place before the service begins.

Payments

Unless otherwise agreed in writing, payment is due in accordance with the invoice or quotation issued for the service. We may require a deposit, part-payment, or full payment in advance for certain bookings, especially where materials are ordered, labour is reserved, or the work is time-sensitive. All prices are stated in pounds sterling and may be subject to VAT where applicable.

Invoices must be paid by the due date shown. If payment is not received on time, we may suspend further work, withhold delivery of goods or documentation, and charge reasonable costs incurred in recovering the debt, to the extent permitted by law. We may also charge interest on overdue sums at the statutory rate or such other rate as is permitted for business transactions, depending on the nature of the contract.

If a customer requests additional work, urgent attendance, or amendments after the booking has been accepted, we may issue a revised quotation or add the relevant charges to the final invoice. Where materials, disposal fees, parking charges, permits, or other external costs are necessary, these may be passed on to you either as part of the agreed price or as separately itemised charges. No set-off or deduction may be made unless required by law or expressly agreed in writing.

Cancellations and rescheduling

If you wish to cancel or reschedule, you must give notice as soon as reasonably possible. Any cancellation policy stated in your quotation, invoice, or booking confirmation will apply. If no specific cancellation policy is stated, we may charge a reasonable cancellation fee where costs, time, or resources have already been committed to your booking. This may include staff allocation, travel preparation, ordered materials, or subcontracted arrangements.

Cancellations made after work has started, or after materials have been ordered specifically for your service, may result in charges for work completed and expenses incurred up to the cancellation point. If we need to reschedule due to circumstances beyond our control, we will aim to offer an alternative date or time. We are not responsible for any indirect loss arising from a rescheduled appointment, provided we have acted reasonably and in good faith.

We may cancel or pause a booking where the customer fails to provide access, supplies inaccurate information, is in breach of these terms, or if continuing would be unsafe or unlawful. In such cases, any reasonable costs already incurred may be charged. If a deposit has been paid, we may retain all or part of it to cover administrative and preparation expenses, unless a refund is required by law.

If the service is affected by events outside our control, including severe weather, supplier failure, labour shortages, transport disruption, fire, flood, strike action, or other force majeure events, we may suspend performance without liability for delay while the event continues. We will use reasonable efforts to resume the service as soon as practical. If performance becomes impossible or commercially impracticable for an extended period, either party may be entitled to terminate the booking on fair terms.

Service standards and customer responsibilities

We will perform the service with reasonable care and skill, using suitably competent personnel and appropriate equipment. However, your cooperation is essential. You must provide a safe working environment, relevant warnings about known hazards, and any required utilities, access codes, or permissions. You are responsible for removing fragile items, securing valuables, and informing us of underground services, structural issues, asbestos concerns, contamination, or other risks that may affect safe delivery.

You must not instruct us to carry out any work that would breach the law, professional standards, planning restrictions, tenancy terms, or health and safety obligations. If we believe instructions are unsafe or unlawful, we may refuse to proceed. Any delay caused by failure to meet your responsibilities may extend the service window and may result in additional charges where time or resources are wasted.

Liability

Nothing in these 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. Subject to that, we will not be liable for losses that are not reasonably foreseeable, for indirect or consequential losses, or for loss of profit, revenue, business opportunity, or goodwill arising from the use of our services.

Where we are found liable for loss or damage in relation to the service, our total aggregate liability will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. This limitation applies whether the claim arises in contract, tort, misrepresentation, negligence, breach of statutory duty, or otherwise.

We do not accept responsibility for pre-existing defects, hidden faults, poor prior workmanship, or issues caused by third parties, unless we have expressly agreed in writing to inspect, assess, or remedy those matters. We are not responsible for damage caused by inaccurate information supplied by you, or for damage arising from unsafe conditions that were not reasonably discoverable on inspection. It is your duty to disclose relevant risks.

Waste regulations and disposal

Where the service includes removal, handling, transfer, or disposal of waste, the parties must comply with all applicable waste regulations and environmental requirements in the UK. Waste must be described accurately and must not include prohibited, hazardous, clinical, contaminated, pressurised, or otherwise restricted materials unless we have expressly agreed in writing and are legally able to handle them. We may refuse any load that does not match the description provided at booking or on site.

Customers are responsible for ensuring that waste handed over for collection or disposal is properly separated, identified, and packaged where necessary. If waste is misdeclared, mixed with prohibited items, or requires special treatment, additional charges may apply. We may also require evidence of lawful origin or additional site checks before accepting certain waste streams. Any waste transferred under these terms will be handled in accordance with applicable duty of care obligations and relevant record-keeping requirements.

Unless otherwise stated, ownership of waste passes to us only to the extent permitted by law and only once it has been lawfully collected or accepted. We may subcontract disposal or processing to licensed third parties where necessary. You agree not to place in any waste receptacle or collection load any item that may cause injury, contamination, regulatory breach, or damage to equipment. If prohibited waste is discovered, we may halt the service and recover resulting costs from you.

Data, complaints, and documentation

We may keep records of bookings, invoices, job notes, and other documents needed to manage the service, comply with legal obligations, and resolve disputes. Any personal data will be processed in line with applicable data protection law and only for legitimate business purposes connected with the service. If you need a copy of an invoice, work record, or confirmation, we may provide this subject to our record-retention practices and legal obligations.

If you believe the service has not been delivered in accordance with these terms, you should raise the issue promptly and provide reasonable details. We will assess the matter and, where appropriate, may offer a revisit, correction, partial refund, or other proportionate remedy. Nothing in this section reduces your statutory rights. However, you agree to allow us a reasonable opportunity to investigate and, where appropriate, remedy the issue before taking further action.

Any complaint must be made in good faith and supported by accurate information. We may request photographs, notes, dates, or other relevant evidence. If a dispute cannot be resolved informally, it will be handled in accordance with the dispute resolution and governing law provisions below.

Termination and general provisions

Either party may terminate the agreement if the other materially breaches these terms and fails to remedy the breach within a reasonable period where remedy is possible. We may also terminate immediately if continuing would be unsafe, unlawful, or likely to cause material harm. Termination does not affect rights and obligations that have already accrued, including payment obligations, liability limitations, and any clauses intended to survive termination.

If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a provision on one occasion does not waive our right to enforce it later. A variation to these terms is only valid if agreed in writing by an authorised representative. No implied promises shall be read into the contract beyond what is expressly stated here or required by law.

Governing law

These UK service terms and conditions are governed by the laws of England and Wales, unless another part of the United Kingdom lawfully applies by reason of the location of the customer, the service, or mandatory legal rules. Any dispute arising out of or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where a different forum is required by applicable law.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms. The contract is formed on the basis of the booking confirmation, quotation, invoice, and these conditions together. If a court or tribunal determines that a particular clause is invalid, the remaining clauses will continue to apply. These service terms are intended to be fair, clear, and legally robust for UK service arrangements.

In summary, these terms set the rules for booking, payment, cancellation, service delivery, liability, waste handling, and legal jurisdiction. They help ensure that the service is delivered efficiently, transparently, and in compliance with applicable UK requirements. Please retain a copy of the agreed booking details and any written quotation or confirmation for your records.