Terms and Conditions for UK Service Provision
These 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 us to begin work, you agree to be bound by these service terms. Please read them carefully before proceeding. These conditions are designed to make the service agreement clear, fair, and practical for both parties, covering the booking process, payment obligations, cancellations, liability, waste regulations, and governing law. They apply to all standard service engagements unless we agree otherwise in writing.
In these service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative placing the booking. Unless the context requires otherwise, the term “services” includes all labour, supply, removal, inspection, maintenance, collection, or related work we agree to carry out. Any variation to these terms must be confirmed in writing. If any part of these terms is found invalid or unenforceable, the remainder will continue in full force and effect.
These UK service conditions are intended for general business and consumer use. They do not override mandatory rights that apply under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable law. Where statutory rights apply, they remain unaffected. If there is any conflict between these terms and legal rights that cannot be excluded, the law will take priority. We may update these terms from time to time, and the version in force at the time of booking will apply to that service engagement.
1. Booking Process
All service bookings are subject to availability and acceptance by us. A booking request may be made in person, by telephone, by email, through an online form, or through another agreed method. A request does not create a binding contract until we confirm acceptance. We may ask for information needed to assess the work, including access details, service location, measurements, photographs, or a description of the required task. If information supplied by you is incomplete or inaccurate, any quotation or appointment may need to be revised.
For many services, we may provide an estimate or fixed price based on the information available at the time. An estimate is not a final price unless stated otherwise. If the actual work differs from the original scope because of additional labour, materials, travel, access issues, safety considerations, or hidden conditions, we may revise the service charges accordingly. We will normally seek approval before carrying out additional chargeable work, unless immediate action is required for safety, preservation, or to prevent further damage.
You must ensure that the details you provide are accurate and that the person making the booking has authority to do so. If the service requires access to premises, you are responsible for making suitable arrangements for entry, parking, permissions, and any necessary site preparation. You also agree to provide a safe working environment and to disclose any known hazards, such as asbestos, structural issues, fragile surfaces, restricted access, contaminated materials, or hazardous substances. Failure to disclose relevant information may result in delay, additional charges, or cancellation.
2. Prices and Payments
All prices are stated in pounds sterling unless otherwise agreed. Prices may be shown inclusive or exclusive of VAT depending on your status and the nature of the service. Any applicable taxes, levies, or statutory charges will be added where required by law. We reserve the right to correct obvious pricing errors and to update prices for future bookings. Unless a written fixed price has been agreed, all charges will be based on the rates applicable at the time the service is performed.
Payment terms may vary depending on the type of work. In many cases, full payment is due upon completion, but we may require a deposit, part payment in advance, or staged payments for larger or more complex jobs. You agree to make payment using an approved method and by the due date stated on the invoice, booking confirmation, or service agreement. If payment is not received on time, we may charge interest and fixed recovery costs to the extent permitted by law, and we may suspend further services until outstanding sums are settled.
Where materials are supplied as part of the service, ownership of those materials may remain with us until full payment has been received. Any goods or materials provided are intended for use in connection with the booked work only, unless otherwise stated. If you request changes after the booking has been confirmed, or if delays are caused by your acts or omissions, additional fees may apply. We may also charge for wasted attendance, late cancellation, failed access, waiting time, disposal costs, or emergency call-outs where these are reasonably incurred.
3. Cancellation, Rescheduling and Delays
Service cancellation terms depend on the type of booking and the notice you give. If you cancel well in advance, we may refund any amount paid after deducting genuine costs already incurred, such as materials purchased to order, administrative fees, or non-recoverable third-party charges. If you cancel within a short period before the scheduled service date, we may retain part or all of the fee where this reflects loss suffered by us and is reasonable in the circumstances. For time-sensitive or bespoke services, cancellation charges may be higher because capacity has been reserved specifically for you.
You may request a rescheduled appointment rather than a cancellation, and we will try to accommodate this where operationally possible. However, we are not obliged to offer alternative dates, particularly where staff, subcontractors, equipment, or specialist materials have already been allocated. If you fail to provide access, are not present when required, or prevent us from carrying out the work, this may be treated as a cancellation or aborted visit and charged accordingly. We will not be liable for any delay caused by events beyond our reasonable control, including severe weather, supply disruption, transport problems, illness, or legal restrictions.
Where we need to cancel or postpone a booking, we will aim to notify you as soon as reasonably practicable and, where appropriate, offer a revised appointment or refund for amounts paid in advance for the unavailable service element. Our liability for any cancellation by us is limited to refunding sums already paid for work not performed, except where a greater liability cannot lawfully be excluded. We will not be responsible for indirect losses such as missed appointments with third parties, loss of earnings, inconvenience, or loss of profit arising from a delay or cancellation.
4. Performance of Services
We will use reasonable skill and care in providing the services and will carry them out in line with the agreed specification, industry practice, and any relevant legal obligations. The exact content of the service will depend on the booking details and may be limited to the tasks expressly agreed. Any work outside that scope must be separately authorised. You are responsible for removing valuables, securing pets, and protecting fragile or irreplaceable items before the appointment unless we have agreed to take responsibility for those matters in writing.
Where our services involve access to your property or business premises, you warrant that you have the right to grant such access and that our personnel may perform the work safely. We may refuse to continue if conditions are unsafe, if instructions would require unlawful conduct, or if a material risk to people, property, or equipment is identified. In those circumstances, we may charge for time spent, travel, and any materials used, to the extent reasonably justified. If a service cannot be completed due to hidden defects or pre-existing conditions, we may provide a revised quote before continuing.
Any times or dates provided for appointments are estimates unless we have expressly agreed a fixed service window. We will try to attend on time, but we do not guarantee exact arrival times. If access is restricted, if you are unavailable, or if your instructions change at short notice, completion may be delayed. We are not responsible for loss caused by postponements where we acted reasonably and in good faith. Acceptance of completed work shall be deemed to have occurred when you sign off the service, begin using the outcome, or fail to report a material issue within a reasonable time.
5. Liability and Limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to that, our total liability arising out of or in connection with the service agreement, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless we expressly agree a higher limit in writing.
We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational loss, even if such losses were foreseeable. We are also not responsible for damage resulting from pre-existing defects, normal wear and tear, hidden faults, improper use, lack of maintenance, or failure to follow aftercare instructions. If you believe the service has not been carried out with reasonable care and skill, you must notify us within a reasonable period and allow us the opportunity to inspect, remedy, or re-perform the relevant part where appropriate.
Any claim relating to the services should be supported by sufficient detail and evidence to permit a fair assessment. We may require access to the relevant site, item, or records before accepting liability. Where a defect is capable of repair or correction, our preferred remedy may be to re-perform the service, remedy the issue, or provide a proportionate refund, depending on the circumstances and applicable law. These remedies do not affect your statutory rights where those rights apply.
We reserve the right to charge for disposal, recycling, transfer, tipping, or compliance costs where these are required by law or by the nature of the waste. You remain responsible for ensuring that no prohibited material is included unless we have expressly agreed to manage it. We will act in line with environmental obligations, duty of care requirements, and relevant licensing rules. Where we remove waste on your behalf, you acknowledge that we may keep records, transfer notes, or other compliance documents as required for audit and legal purposes.
