Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers within the United Kingdom. By requesting, booking, or accepting any service, the customer agrees to be bound by these terms. They are intended to create a clear understanding of the service process, payment obligations, cancellation rights, limitations of liability, and responsibilities relating to waste and materials. These terms apply to all standard service bookings unless a separate written agreement states otherwise.

For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any authorised representative acting on the customer’s behalf. In these UK service terms, the wording should be read in a practical and reasonable manner. If any part of these terms is found to be unenforceable, the remaining sections will continue in full force to the extent permitted by law.

These terms and conditions for services are designed to support transparency before work begins and to reduce misunderstanding during the booking and delivery process. The customer is expected to review the full terms carefully before confirming any appointment. If the customer does not agree with any part of these conditions, the customer should not proceed with the booking.

1. Booking Process

A service booking may be made by phone, online form, email, or any other method we make available from time to time. A booking is only considered accepted once we confirm it in writing, verbally, or by electronic notice, depending on the booking channel used. Any quotation or estimate provided before confirmation is subject to change if the information supplied by the customer is incomplete, inaccurate, or later found to be materially different from the actual conditions on site.

When making a booking, the customer must provide accurate information, including the nature of the service required, access details, any relevant measurements or constraints, and any health and safety matters that may affect service delivery. We may rely on the information provided by the customer when scheduling labour, equipment, and resources. If additional work becomes necessary because the original information was incomplete or misleading, we may adjust the price, timing, or scope of the service accordingly.

We reserve the right to decline or reschedule a booking where the requested service falls outside our capability, where access is unsafe, where materials are unsuitable, or where we reasonably believe the service cannot be delivered properly within the agreed timeframe. If a time slot is allocated, it is provided on an estimated basis unless we expressly agree a fixed appointment window. Delays may occur due to weather, traffic, supply issues, or prior customer overruns. We will use reasonable efforts to keep the customer informed where practical.

2. Payment Terms

Unless otherwise agreed in writing, payment is due upon completion of the service and before any final release of goods, documentation, or completed work. In some cases, we may require a deposit, partial advance payment, or staged payment where the service is substantial, bespoke, or involves third-party materials. Any such requirement will be communicated at the booking stage or before work commences.

Prices may be quoted as fixed fees, hourly rates, minimum charges, or estimate-based amounts depending on the nature of the service. All prices are stated in pounds sterling unless expressly stated otherwise. Where VAT applies, it will be added at the prevailing rate. Unless a quotation states that it is fixed, estimates remain subject to variation if the scope of work changes or if unexpected conditions are discovered during delivery.

Failure to pay on time may result in work being paused, delayed, or withheld to the extent permitted by law. We may also charge reasonable costs associated with recovering unpaid sums, including administration fees, interest, and collection costs where lawful. Any dispute about an invoice must be raised promptly and in good faith, and the undisputed portion of the invoice should still be paid by the due date.

3. Cancellations, Rescheduling, and Customer Refusal

If the customer wishes to cancel or reschedule a booking, reasonable notice must be provided. The amount of notice required may depend on the type of service, the timing of the appointment, and whether materials or specialist labour have already been allocated. Short-notice cancellation may result in a cancellation charge reflecting wasted travel, time, and preparatory costs.

Where a cancellation occurs after materials have been ordered, equipment reserved, or third-party services engaged, the customer may be liable for those costs whether or not the service has started. If the customer is not present at the agreed time or refuses access without good reason, this may be treated as a late cancellation or failed attendance. In such circumstances, any call-out fee or minimum charge may remain payable.

We may reschedule a service for operational reasons, safety concerns, or circumstances beyond our reasonable control. If we do so, we will seek to arrange a new appointment at a mutually convenient time. No compensation will be payable for changes caused by events outside our reasonable control, though any prepaid sums for undelivered work will ordinarily be handled in accordance with applicable law and the nature of the service agreement.

4. Performance of Services

The customer must ensure safe and reasonable access to the premises, site, or area where the service is to be carried out. This includes making arrangements for entry, clearing obstructions where necessary, and informing us of any hazards that may affect the work. If access is delayed or prevented by the customer, additional charges may apply and completion times may be affected.

We will use reasonable care and skill in delivering the service in accordance with the agreed scope. However, where the customer requests work that is inconsistent with best practice, legal requirements, or health and safety obligations, we may refuse to proceed or may proceed only after explaining the associated risks and obtaining the customer’s informed confirmation, where lawful to do so. The customer is responsible for ensuring that any requested materials, instructions, or specifications are suitable for the intended purpose.

Any completion date or service duration provided is approximate unless expressly stated otherwise. Minor variations in timing do not constitute a breach of these service terms. We will not be responsible for delay caused by the customer, by inaccurate information, by third parties, by adverse weather, by supply chain disruption, or by any other event outside our reasonable control. If a delay makes continued performance impractical, we may pause or terminate the booking with appropriate notice.

5. Liability and Customer Responsibilities

Nothing in these terms excludes or limits liability where it would be unlawful to do so. In particular, nothing limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law. Subject to that, we will not be liable for indirect, special, or consequential losses, including loss of profit, loss of opportunity, loss of business, or reputational damage.

Our total liability for any claim arising out of or in connection with the service, whether in contract, tort, negligence, or otherwise, shall 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. Where a service is provided over multiple visits or involves recurring work, liability will apply to the relevant portion of the service only.

The customer is responsible for removing or securing valuables, fragile items, personal data, and any items not intended to be handled during the service. We are not responsible for pre-existing defects, hidden faults, deterioration, or failures caused by age, wear and tear, misuse, or inadequate maintenance. The customer also accepts responsibility for ensuring that any premises, systems, or equipment are suitable for the requested work.

6. Waste, Materials, and Regulatory Compliance

Where the service involves removal, handling, transport, storage, or disposal of waste, the customer must cooperate fully with applicable waste regulations and provide accurate information about the type, quantity, and condition of the waste. The customer must not conceal hazardous items, prohibited substances, or mixed waste that requires special handling. Any items identified as hazardous, restricted, or requiring regulated disposal may be subject to additional charges or may be refused.

We will operate in accordance with applicable UK requirements relating to waste transfer, environmental protection, duty of care, and lawful disposal routes. The customer acknowledges that certain waste streams may require segregation, documentation, or special collection arrangements. If the customer fails to disclose relevant waste characteristics and additional handling becomes necessary, we may revise the price or decline to continue the service where safe and lawful alternatives are not available.

Any materials supplied by us remain our property until paid for in full, where title has not passed earlier in writing. If the service requires installation, fitting, or incorporation of materials into a customer’s property, title may pass on full payment unless otherwise agreed. The customer must use all supplied materials in accordance with any instructions provided and must not interfere with completed work in a manner that could create risk, breach warranty conditions, or invalidate any applicable service guarantee.

7. Complaints, Changes, and Termination

If the customer believes there has been an issue with the service, the customer should notify us within a reasonable time and provide sufficient details for us to review the matter. We may request access, photographs, supporting information, or an opportunity to inspect the issue before determining any remedy. Where a problem is caused by the customer’s instructions, misuse, or external factors beyond our control, we may decline responsibility.

We may amend these terms of service from time to time to reflect legal, operational, or commercial changes. Updated terms will apply to new bookings from the date of publication or notification, as relevant. For existing bookings, the version in force at the time of booking will normally apply unless the customer agrees otherwise or a change is required by law.

Either party may end the service agreement before completion where the other party commits a material breach and fails to remedy it within a reasonable period, where remedy is not possible, or where continuation would be unlawful or unsafe. On termination, the customer remains liable for any properly incurred charges up to the termination date, including work already carried out, materials ordered, and legitimate cancellation expenses.

8. Governing Law and General Provisions

These UK service terms and conditions are governed by the law applicable in the United Kingdom. Any dispute arising out of or in connection with these terms, the booking, or the service provided shall be handled in accordance with the relevant legal jurisdiction applying to the agreement and the customer’s location, where applicable. The parties agree to attempt to resolve disputes through reasonable communication before escalating matters.

If any provision of these terms is held to be invalid, illegal, or unenforceable, that provision shall be interpreted as narrowly as necessary to make it enforceable, or if that is not possible, it shall be severed without affecting the remainder of the terms. No failure or delay by us in enforcing any right shall operate as a waiver of that right. Any waiver must be given in writing and shall apply only to the specific circumstance for which it is given.

These terms represent the entire agreement between the parties in relation to the subject matter covered and supersede prior discussions or understandings to the extent permitted by law. The customer acknowledges that they have had a fair opportunity to review the service agreement terms before booking and that proceeding with the booking constitutes acceptance. By using the service, the customer confirms understanding of the booking process, payment obligations, cancellation rules, liability limits, waste obligations, and governing law set out above.