UK Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear understanding of the booking process, payment obligations, cancellation rights, service standards, liability limits, waste handling rules, and the governing law that applies to your use of our services.

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 or any person acting on the customer’s behalf. These terms apply to all service bookings unless otherwise agreed in writing. Any variation must be confirmed by us in writing to be valid.

These UK service terms are designed to be fair and practical. They do not replace any rights you may have under applicable consumer law. Nothing in this document is intended to exclude or limit statutory rights that cannot lawfully be excluded.

1. Booking Process

All service requests are subject to acceptance by us. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or advance payment. We may request additional information to assess the nature, location, scope, and timing of the work. This may include access details, photographs, measurements, or other information reasonably necessary to prepare for the service.

You are responsible for ensuring that the information you provide is complete and accurate. If the details supplied differ from the actual conditions on site, we may need to amend the price, schedule, or scope of work. In some cases, we may be unable to proceed if the conditions are unsafe, unsuitable, or materially different from what was agreed.

Bookings may be made by phone, email, online form, or any other method we accept from time to time. We reserve the right to decline a booking at our discretion, including where capacity is limited, the service is outside our service parameters, or the requested work would be unlawful, unsafe, or impractical. Any estimated date or time for attendance is given in good faith but is not guaranteed unless we expressly state otherwise.

You must ensure that the premises or site are accessible at the agreed time. If we arrive and cannot carry out the service due to lack of access, unavailable keys, restricted entry, incorrect location details, or the absence of a necessary decision-maker, we may charge a call-out fee or wasted journey charge where permitted by law.

Where our service depends on third parties, weather, permits, or unavailable materials, the timetable may be affected. We will use reasonable efforts to keep you informed, but we shall not be liable for delays outside our control, provided we act reasonably and promptly.

2. Payments

Unless otherwise agreed, all prices are quoted in pounds sterling and are exclusive of VAT where VAT is applicable. Any quotation or estimate is based on the information available at the time. If the scope of work changes, or if unexpected issues arise, we may revise the price before continuing with the service. If a revised price is not accepted, we may suspend or end the booking.

Payment terms will be confirmed at the time of booking. Depending on the nature of the service, payment may be required in full in advance, in stages, on completion, or within a stated invoice period. Where a deposit is requested, it secures the booking and may be non-refundable to the extent permitted by law if you cancel late or fail to proceed without lawful reason.

You must pay all invoices by the due date shown. If payment is overdue, we may charge interest and reasonable recovery costs in accordance with applicable law. We may also suspend future services until outstanding sums are settled. Title to any goods supplied remains with us until payment has been received in full, where applicable.

3. Cancellations and Changes

You may request to change or cancel a booking by giving notice as soon as possible. Any cancellation rights you have under consumer law will apply, including any applicable cooling-off period for distance or off-premises contracts where the law provides such rights. If you ask us to begin work during the cancellation period, you may be required to pay for the proportion of services already provided.

If you cancel after we have incurred costs, reserved labour, ordered materials, or scheduled specialist resources, we may retain your deposit or charge reasonable cancellation fees to recover our direct losses, subject always to legal limits. We will not impose unfair or disproportionate charges. For made-to-order goods or custom work, cancellation may not be possible once production has started.

If we need to cancel or reschedule, we will seek to give you reasonable notice and, where appropriate, offer an alternative date or refund any prepaid amount for work not performed. We are not responsible for indirect losses caused by lawful cancellation, delay, or rescheduling, except where the law requires otherwise.

4. Service Delivery and Customer Responsibilities

We will provide the services with reasonable care and skill and in accordance with the description agreed at the time of booking. If the service involves inspection, maintenance, installation, collection, removal, or treatment of materials, you must make sure the area is safe and suitable for the work to be carried out. You must also tell us about any relevant hazards, including concealed defects, asbestos risk, contamination, unstable surfaces, or electrical or gas concerns.

You agree to cooperate with us reasonably, provide timely decisions, and ensure that any necessary permissions, landlord consents, building access approvals, or site authorisations are in place before work begins. If you fail to do so, and this causes delay, loss, or additional labour, we may charge extra costs reasonably incurred.

Any dates, durations, quantities, or outcomes stated in marketing material, quotations, or verbal discussions are estimates unless confirmed as fixed in writing. We do not guarantee that every issue can be identified in an initial visit or that hidden defects will be discovered where such defects are not visible or reasonably accessible.

5. 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 be limited or excluded under law. Subject to that, our liability will be limited as set out below.

We are responsible for direct loss or damage caused by our failure to use reasonable care and skill, but we are not liable for loss of profit, loss of business, loss of opportunity, loss of goodwill, or any indirect or consequential loss, whether arising in contract, tort, negligence, or otherwise, except where such exclusion is not permitted by law.

If we damage property as a result of our negligence, our liability may be limited to repairing the damage, replacing the item, or paying the reasonable cost of repair or replacement, taking into account depreciation and the age or condition of the item. You must notify us of any claim as soon as reasonably possible and allow us a reasonable opportunity to inspect the issue and mitigate any loss.

6. Waste Regulations and Disposal

Where our services involve removal, handling, transport, or disposal of waste, all parties must comply with applicable UK waste laws and environmental requirements. Waste must be described accurately, separated where required, and presented in a condition that can be lawfully collected and processed. You must not conceal hazardous, clinical, electrical, chemical, or other controlled waste among general waste unless we have expressly agreed to handle it and appropriate arrangements have been made.

You remain responsible for declaring the nature of the waste and ensuring that any items handed over for disposal are lawful to remove. If we discover undeclared hazardous or restricted materials, we may refuse collection, charge additional handling fees, or require specialist disposal. We may also stop work if we believe continuing would breach waste regulations or create a health and safety risk.

Where required, waste transfer documentation, records, or other compliance paperwork may be completed by us or by authorised persons acting on our behalf. By using our services, you agree to provide truthful information about the waste and to cooperate with any lawful process needed to meet environmental obligations.

7. Complaints, Delays, and Force Majeure

If you are unhappy with any aspect of the service, you should raise the matter promptly so we can review it and attempt to resolve it fairly. We may ask for photographs, notes, or other information to investigate the issue. This does not affect any legal rights you may have. We will use reasonable efforts to correct any proven failure to meet the agreed service standard, where appropriate and practicable.

We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, flood, fire, epidemic, labour disruption, transport interruption, supplier failure, utility outage, or acts of public authority. If such an event occurs, our obligations will be suspended for the period of delay. If the disruption continues for a prolonged period, either party may be entitled to cancel the affected booking on fair terms.

We may also suspend performance where necessary to protect health and safety, comply with legal requirements, or avoid unlawful conduct. In these circumstances, we will act reasonably and keep you informed where practical.

8. Data, Communications, and General Terms

We may keep records of bookings, payments, and service-related communications for administrative, legal, and operational purposes. Any personal data handled in connection with the service will be processed in accordance with applicable data protection law and our privacy practices where relevant. You agree that we may contact you about your booking using the details you provide.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be interpreted or removed to the minimum extent necessary, and the remainder will continue in full force. Failure by us to enforce any right or remedy does not mean that right or remedy has been waived.

These UK service terms form the entire agreement between you and us in relation to the relevant service, unless amended in writing. You may not transfer your rights under these terms without our written consent, but we may assign or subcontract performance where reasonably necessary to deliver the service.

9. Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom is expressly stated to apply in writing for a particular contract. Where you are a consumer, you may also benefit from mandatory consumer protection rights in your own jurisdiction within the United Kingdom as applicable.

Any dispute should first be addressed through good-faith discussions and reasonable attempts to resolve the matter. If a dispute cannot be settled amicably, the courts having jurisdiction under applicable law will have authority to determine the claim. Nothing in this clause affects any statutory rights to bring a claim in the appropriate forum.

Acceptance of these service terms and conditions occurs when you confirm a booking, accept a quotation, or allow the service to proceed. By doing so, you acknowledge that you have read, understood, and agreed to be bound by the terms set out above.