UK Service Terms and Conditions

These service terms and conditions set out the basis on which our UK services are provided to customers. By making a booking, confirming an order, or otherwise requesting work, you agree to be bound by these terms. Please read them carefully before placing a request, as they govern the relationship between you and us for all service provision, including booking, payment, cancellations, liability, and compliance with waste regulations.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person booking the service. These UK service terms apply to all standard appointments, one-off works, and scheduled services unless we agree otherwise in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

We may update these terms from time to time to reflect changes in law, business practices, or the scope of our services. The version in force at the time of your booking will apply to that booking unless a change is required by law or is otherwise stated by us. Nothing in these terms affects your statutory rights as a consumer where applicable.

1. Booking Process

A booking is formed when you submit a request and we confirm acceptance. A request may be made by any channel we make available, and it must include accurate information about the service required, the location, access arrangements, and any conditions that could affect the work. Service booking terms depend on the accuracy of the details you provide, so you must ensure all information is complete and up to date.

We may provide an estimate, quotation, or indicative price before confirming a booking. Unless stated otherwise, estimates are based on the information available at the time and may change if the scope of work, access, materials, labour requirements, or waste volume differs from what was originally described. A quote becomes valid only for the period stated in it, or if no period is stated, for a reasonable time under the circumstances.

We reserve the right to decline or cancel a booking before work begins where we are unable to safely or lawfully deliver the service, where the requested work falls outside our scope, or where information supplied by you is incomplete or misleading. If we need additional details before accepting a booking, we may place the request on hold until the information is received. In some cases, a site visit may be required to confirm the final scope.

2. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Prices may include labour, standard materials, fuel, disposal, or other charges depending on the nature of the service. Any optional extras, specialist equipment, or additional materials requested by you, or required because of unforeseen conditions, may be charged separately. Payment terms are due in line with the invoice, estimate, or written confirmation provided for the booking.

We may require a deposit, part payment, or full payment in advance for certain services. Where a deposit is requested, the booking will not be secure until cleared funds are received. The balance, if any, must be paid by the due date shown on the invoice or immediately upon completion if so stated. Late payments may result in suspended services, recovery action, or applicable interest and costs where permitted by law.

We may revise the final price where the service differs materially from the original description, where additional work is required for safety or compliance, or where disposal or access conditions are more complex than disclosed. If the change is significant, we will aim to explain the reason before proceeding. Your agreement to pay the revised amount may be required before further work is carried out.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking, but notice requirements may apply. Where a cancellation is made after work has been scheduled, we may charge a reasonable fee to cover administration, travel preparation, reserved labour, or any costs already incurred. Cancellation policy charges will be proportionate and may depend on the timing of the notice and the type of service booked.

If you request a reschedule, we will try to accommodate a new date subject to availability. However, a rescheduled appointment may be treated as a new booking if the original slot cannot be retained. If you fail to provide access, are unavailable at the agreed time, or otherwise prevent the service from being delivered, we may treat the appointment as a no-show and charge for wasted attendance or other reasonable expenses.

We may cancel or rearrange a booking if we become aware of circumstances beyond our control, if the service cannot be delivered safely, if you fail to provide essential information, or if payment conditions are not met. In such cases, we will try to give reasonable notice and, where appropriate, offer an alternative date or a refund of any prepayment relating to undelivered work, subject to deductions allowed by law.

4. Service Delivery and Customer Responsibilities

You must ensure the site or premises are ready for the service on the agreed date and time. This includes reasonable access, safe working conditions, and any permissions needed from landlords, neighbours, managing agents, or other third parties. You are responsible for securing pets, children, valuables, and fragile items before work begins. If delays arise because preparations were not completed, additional charges may apply.

Where the service requires utilities, parking, power, water, lighting, or other facilities, you must provide access unless we expressly agree otherwise. If a task depends on information provided by you, you are responsible for ensuring it is accurate. We are entitled to rely on your instructions and any measurements, descriptions, or declarations you supply unless there is an obvious reason to doubt them.

We will use reasonable care and skill in providing our services, and we will aim to complete the work within the agreed timeframe where one is given. However, time estimates are not guaranteed unless expressly stated as fixed. If work is delayed by factors outside our control, such as weather, supplier issues, or unsafe conditions, we will not be liable for any resulting inconvenience to the extent permitted by law.

5. Liability and Limitations

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our liability for loss or damage arising from the services will be limited to the amount you paid for the specific service giving rise to the claim, unless the law requires otherwise.

Liability terms do not cover loss that is indirect, consequential, or not reasonably foreseeable at the time of booking, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is not permitted by law. We are not responsible for pre-existing defects, hidden conditions, structural issues, or failures caused by third parties, unless the issue was directly caused by our negligent acts or omissions.

You must notify us of any issue as soon as reasonably possible and, where practical, allow us a fair opportunity to inspect and, if appropriate, rectify the matter. We may not accept responsibility for defects or damage that are not reported promptly or that are made worse because you failed to take reasonable steps to protect the affected area. Any remedy may be at our discretion, subject always to your legal rights.

6. Waste Regulations and Disposal Compliance

Where our services involve removing, handling, transporting, or disposing of waste, all relevant waste regulations will apply. We will only deal with waste in a lawful manner and will require that waste be presented, identified, and separated where necessary in line with applicable rules. Waste disposal terms form part of these service conditions, and you agree not to ask us to handle materials that are prohibited, hazardous, or unlawful to transport without the proper arrangements.

You must tell us in advance if the waste includes items that may require specialist handling, such as electrical goods, paint, chemicals, batteries, asbestos-related materials, clinical waste, sharps, or contaminated items. If undisclosed regulated waste is discovered, we may refuse to remove it, charge additional fees, or suspend the service until safe arrangements are made. You are responsible for the accuracy of your declarations about the contents and nature of the waste.

Where waste transfer documentation, disposal notes, or similar records are required, you agree to cooperate fully and provide any information reasonably needed to complete those documents. Once waste has been lawfully collected for disposal, title and responsibility pass in accordance with the applicable legal process and any written agreement between the parties. We may refuse any item that we reasonably believe would breach environmental, transport, or safety obligations.

7. Warranties and Service Standards

We warrant that the services will be carried out with reasonable care and skill, in line with the description agreed at the time of booking. If the service does not meet that standard, you must inform us within a reasonable time after completion. Where appropriate, we may offer to repeat the service, correct the issue, or provide another reasonable remedy, depending on the circumstances and any rights you have under law.

Any warranty or guarantee we provide applies only to the specific work described and does not extend to damage caused by misuse, normal wear and tear, third-party interference, improper maintenance, or modification after completion. Materials supplied by third parties are subject to the manufacturer’s terms, and we are not responsible for defects in those materials unless we supplied them and knew or ought reasonably to have known they were unsuitable.

We may rely on photographs, videos, measurements, or written instructions when assessing a service issue, but we may also require an inspection before deciding on the appropriate remedy. If we attend and find that the reported problem was caused by factors outside our control, we may charge for that visit where permitted and where this was made clear in advance.

8. Changes, Force Majeure, and Suspension

We may vary the schedule, method, or order of work where necessary to deliver the service safely, lawfully, and efficiently. If circumstances beyond our reasonable control prevent us from performing the service as planned, we may suspend, postpone, or adapt the booking. Such circumstances may include severe weather, supply disruptions, illness, equipment failure, transport problems, or legal restrictions affecting the service.

Where a delay or suspension occurs due to force majeure, we will try to contact you as soon as reasonably possible and discuss the next steps. We will not be liable for delay or non-performance caused by events outside our reasonable control, provided we take reasonable steps to minimise the impact. Any deposits or prepayments will be dealt with fairly, taking into account costs already incurred and work already completed.

If the scope of the service changes during delivery, we may need to amend the price, timing, or materials required. We will usually explain the reason for the change before proceeding unless urgent action is needed to protect safety or prevent damage. Your continued instruction to proceed may be treated as agreement to the revised scope and associated charges.

9. General Legal Terms and Governing Law

These terms constitute the entire agreement between the parties in relation to the booking and supersede prior discussions or representations, unless expressly incorporated in writing. No person who is not a party to these terms has any rights to enforce them, except where such rights cannot be excluded by law. If we do not enforce a right immediately, that does not waive our ability to enforce it later.

If any provision is held invalid or unenforceable, the remainder will continue in full force and effect. Any delay in exercising a right will not prevent that right from being exercised later. Headings are included for convenience only and do not affect interpretation. These service agreement terms should be read together with any quotation, invoice, or written specification relating to the booking.

These terms and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales, unless another part of the UK lawfully applies by agreement or by mandatory legal rule. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms.