UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or accepting a quotation, you agree to be bound by these terms. Please read them carefully before proceeding. If anything in these terms is unclear, you should review them before placing a booking request or authorising work. These conditions are intended to create a fair, transparent framework for both parties and to define how a typical UK service agreement operates from the first enquiry to final completion.

For the purposes of these terms, references to “we”, “us”, or “our” mean the service provider, and references to “you” or “customer” mean the individual or business receiving the service. The phrase service booking terms includes all arrangements made by telephone, email, online form, written acceptance, or any other method through which you request our services. These terms apply alongside any written quotation, estimate, scope of work, or booking confirmation issued by us. If there is any inconsistency, the written quotation or order confirmation will prevail to the extent of the inconsistency.

We may update these terms from time to time. Any changes will apply to future bookings unless otherwise stated. The version in force at the time your booking is accepted will normally govern that booking, unless a separate written agreement says otherwise. Nothing in these terms affects your statutory rights under UK consumer law where those rights apply.

1. Booking Process

To arrange a service, you may submit an enquiry, request a quotation, or ask us to reserve a date or time. A booking is not confirmed until we have issued written acceptance, a booking confirmation, or a clear acceptance of your order. Any estimate provided before confirmation is subject to final review of the work required, site conditions, availability, and any information supplied by you. A confirmed service booking is formed only when both parties have accepted the essential details of the work.

Before accepting a booking, we may ask for information that helps us assess the task, including the type of service required, access conditions, relevant measurements, urgency, and any particular risks or limitations. You must provide accurate and complete information. If you fail to disclose relevant facts, such as restricted access, fragile surfaces, hazardous items, or special handling requirements, we may need to revise the quotation, delay the appointment, or decline to proceed. Where appropriate, we may carry out a pre-service assessment to confirm the scope of work.

We reserve the right to refuse or cancel a booking where it is not reasonable, lawful, safe, or operationally possible to carry out the work. This may include situations where the requested service would require specialist equipment not previously agreed, where the property is unsafe, or where access is unavailable on arrival. Any stated times are estimates only unless specifically agreed as fixed appointment times. We will use reasonable efforts to attend within the arranged period, but minor delays can occur due to traffic, prior jobs, weather, or other factors beyond our control.

2. Pricing and Payments

Prices will be set out in the quotation, booking confirmation, or price list issued by us. Unless expressly stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT or other applicable taxes. The final price may change if the work required is different from what was originally described, or if additional time, materials, labour, disposal, or access arrangements are needed. Any change in price will be explained to you before the additional work is carried out, where reasonably practicable.

Payment terms will be confirmed in advance and may vary depending on the type of service. We may require a deposit, partial advance payment, staged payments, or full payment on completion. Unless otherwise agreed in writing, invoices are due immediately upon completion of the service or within the payment period stated on the invoice. Late or overdue payments may result in a suspension of further work, recovery action, interest, or reasonable administrative charges, to the extent permitted by law.

You are responsible for making payment by the agreed method and ensuring that any third-party payer, card provider, or business account has sufficient authority and funds. If a payment is reversed, declined, or charged back without valid reason, we may recover the unpaid amount together with any bank or processing costs incurred. We may withhold documentation, follow-up services, or completion confirmation until all outstanding sums have been paid in full.

3. Cancellations, Rescheduling and Changes

You may cancel or reschedule a booking by giving us reasonable notice before the appointment date. Cancellation rights, where applicable, may depend on the nature of the service and whether the work is custom, urgent, or already underway. If you cancel after we have reserved time, ordered materials, allocated labour, or incurred preparation costs, we may charge a reasonable cancellation fee or retain part or all of any deposit to cover our losses. This is a normal feature of service appointment terms and is intended to reflect the costs of holding capacity for your booking.

If you wish to change the scope of work, appointment time, or location after a booking has been confirmed, you must notify us as soon as possible. We will try to accommodate reasonable changes, but we cannot guarantee availability. Any agreed change may affect the price, timing, resources required, or completion date. If the revised request is materially different from the original booking, we may treat it as a new order and issue a fresh quotation.

If we need to cancel or postpone a booking due to unforeseen circumstances, equipment failure, staff illness, safety concerns, severe weather, or other reasons beyond our control, we will inform you as soon as reasonably possible and offer a new date where available. We will not be responsible for indirect losses arising from a postponement, although where a service has been paid for in advance and cannot be rescheduled, we will refund any unused amount in accordance with these terms and applicable law.

4. Customer Responsibilities and Site Conditions

You must ensure that the site or premises are reasonably ready for the service to be carried out. This includes providing safe access, sufficient space, and any permissions that may be required from landlords, managing agents, neighbours, or other relevant parties. Where parking permits, security codes, lift access, or building entry arrangements are needed, you are responsible for arranging them in advance unless we have agreed otherwise. If access is delayed or denied, we may charge for waiting time or abortive attendance.

You must remove or secure valuables, delicate items, and any property that could be damaged during the service unless we have specifically agreed to handle those items. You should also inform us of any health and safety concerns, including hidden hazards, electrical risks, structural defects, pests, or the presence of asbestos or similar materials. We may refuse to continue where conditions are unsafe or where continuing would breach health and safety requirements. A UK service provider is entitled to rely on the information you provide when planning and carrying out the work.

If your premises are not suitable for the service at the time of attendance, we may suspend or cancel the appointment and charge a reasonable fee for the wasted visit. Where relevant, you must ensure utilities, water, lighting, or other resources are available. Any special instructions must be given in writing or confirmed during booking so that they can be properly recorded and assessed.

5. Waste, Materials and Disposal Regulations

Where our services generate waste, remove items, or involve materials that must be disposed of, both parties agree to comply with applicable UK waste legislation and environmental requirements. Unless stated otherwise, we will only remove waste that is included in the service scope and lawfully accepted for disposal. You must not ask us to transport, store, or dispose of prohibited, hazardous, illegal, or unsafe materials unless we have expressly agreed and confirmed that we are licensed and equipped to do so.

You are responsible for declaring any items or substances that may require special handling, including chemicals, sharp objects, contaminated materials, electrical waste, batteries, pressurised containers, or items containing confidential data. We may refuse to collect or dispose of any waste that is not properly described, packaged, or segregated. If additional sorting, packaging, or compliance steps are needed because the waste was not accurately disclosed, we may apply extra charges or decline the work. These waste disposal terms are designed to ensure lawful handling and safe transport.

Where we arrange disposal, recycling, or removal of materials, title to the waste will normally pass to us only when we accept it for collection in accordance with the agreed service and legal requirements. We may issue separate conditions for specific waste streams or specialist disposal arrangements. If you retain ownership of any removed item until collection is completed, you confirm that you have the legal right to transfer it and that it does not infringe any third-party rights. We may request reasonable proof of ownership or authority where necessary.

6. Service Standards, Delays and Completion

We will carry out the agreed service with reasonable care and skill, using appropriate resources and methods for the task. However, unless expressly stated in writing, any timelines are estimates and not guaranteed completion times. Weather, traffic, equipment issues, third-party delays, and access problems may affect the schedule. Where we expect a significant delay, we will try to keep you informed and agree a revised time or date.

Completion will usually be deemed to have occurred when the agreed service has been performed, the work area has been handed back, or the relevant deliverable has been provided. If you believe the service is incomplete or not in line with the agreed scope, you should notify us within a reasonable time so that we can review the matter. Minor variations that do not materially affect the service outcome will not normally amount to non-performance.

Any advice, suggestion, or informal recommendation provided by us is given in good faith but should not be treated as a warranty unless clearly stated in writing. Where products or materials are supplied as part of the service, any manufacturer instructions, care requirements, or maintenance conditions must be followed. Failure to do so may affect performance and can limit any claim relating to the service or supplied goods.

7. Liability and Limitations

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our total liability to you arising from or in connection with a booking, whether in contract, tort, negligence, or otherwise, will be limited to the total price paid or payable for the specific service giving rise to the claim, except where a different limit is expressly agreed in writing.

We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of goodwill, or interruption to operations, except to the extent that such losses cannot lawfully be excluded. We are not liable for damage or loss caused by inaccurate information supplied by you, hidden defects, unsafe conditions, third-party actions, or events outside our reasonable control. This applies to many forms of UK service liability and is intended to allocate risk fairly.

If any item belonging to you is damaged through our proven negligence, our liability may be limited to repair, replacement, or the reasonable cost of remedying the issue, subject to applicable law. You must take reasonable steps to minimise any loss, including protecting property and notifying us promptly of any concern. We will not be liable for damage to pre-existing faults, worn materials, unstable structures, or items that were already weakened before the service began.

8. Termination, Suspension and Refusal of Service

We may suspend or terminate a booking immediately if you breach these terms, fail to pay amounts due, provide misleading information, or create an unsafe or abusive working environment. We may also stop work if continuing would place our staff, contractors, property, or reputation at unreasonable risk. In such circumstances, you may remain liable for work already completed, materials already ordered, and costs already incurred.

You may also be barred from future bookings if there has been repeated late payment, repeated cancellations, abusive conduct, fraudulent activity, or misuse of the service. Any decision to refuse service will be made reasonably and in accordance with applicable law. Where practicable, we will explain the reason for refusal, but we are not required to provide service where doing so would be unsafe, unlawful, or commercially impractical.

If termination occurs after work has started, you must pay for the portion completed up to the termination date, together with any non-recoverable expenditure reasonably incurred. Termination does not affect rights and obligations that are intended to survive, including payment obligations, liability limits, confidentiality where applicable, and waste-related responsibilities.

9. Governing Law and General Provisions

These UK service terms and conditions are governed by the laws of England and Wales, unless the parties agree otherwise in writing or unless mandatory law requires a different approach. 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 consumer legislation gives you the right to bring proceedings elsewhere within the United Kingdom.

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay by us in enforcing any right under these terms does not mean that right has been waived. Headings are for convenience only and do not affect interpretation. References to laws or regulations include any replacement or amended provisions in force from time to time.

These conditions represent the entire agreement between the parties in relation to the relevant service, unless superseded by a written contract signed by both parties. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless expressly stated otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these service agreement terms.