UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are supplied to customers in the United Kingdom. By requesting a booking, confirming an order, or accepting a quotation, the customer agrees to be bound by these terms. They are designed to create a clear, fair framework for both parties and to explain how the service agreement operates from booking through to completion.

Throughout these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service. These terms apply to all standard and bespoke service arrangements unless otherwise agreed in writing. Any variation must be expressly confirmed and will apply only to the specific job or contract concerned. Nothing in these terms affects your statutory rights where those rights apply.

Please read these terms carefully before placing a booking. They explain the booking process, payment expectations, cancellation rules, liability limits, waste handling obligations, and the law that governs the agreement. If any part of the service terms is unclear, you should seek clarification before confirming your order or allowing work to proceed.

Bookings may be made by telephone, email, online form, written request, or any other method accepted by us from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment. We may request additional information to assess the scope of work, availability, access needs, timing, or any special requirements relevant to the service.

When you submit a booking request, you warrant that the information provided is complete and accurate. This includes the service location, any access restrictions, parking limitations, item descriptions, dimensions, hazard details, and any conditions that may affect performance. If the details supplied are incomplete or incorrect, we may revise the quotation, alter the timetable, or decline to proceed.

Booking confirmation may be provided in writing, by email, or through another recordable format. Once confirmed, the booked slot is reserved for you and we may arrange staffing, equipment, and materials accordingly. If the service requires preparatory work, you must ensure that access is available at the agreed time and that any required permissions from landlords, managing agents, neighbours, or third parties have been obtained.

Our prices may be quoted as fixed fees, hourly rates, staged payments, or estimates depending on the nature of the work. Unless stated otherwise, all prices are exclusive of VAT and any applicable taxes, surcharges, or disbursements. If an estimate is provided, it is based on the information available at the time and may be adjusted if the actual scope, labour, materials, or conditions differ from those originally described.

Payment terms will be stated in the booking confirmation, quotation, invoice, or service order. We may require a deposit, part-payment, or full payment in advance before attendance or before materials are ordered. Unless otherwise agreed, invoices are payable immediately on receipt or within the stated payment period. Late or failed payment may result in suspension of services, cancellation of the booking, recovery action, and/or interest or administrative charges where permitted by law.

We reserve the right to withhold completion certificates, reports, release notes, or final deliverables until all outstanding sums have been paid in full. If a payment is reversed, disputed without reasonable grounds, or made fraudulently, we may recover the full amount together with any bank charges, collection costs, and reasonable enforcement expenses. Any payment made by instalment must be kept up to date throughout the service period.

Changes to a booking should be requested as early as possible. We will use reasonable efforts to accommodate amendments, but changes may affect cost, timing, or availability. If an amendment requires additional labour, reattendance, extra materials, or rescheduling, we may charge accordingly. Where a change materially alters the service requested, a new quotation may be issued and the original booking may need to be re-confirmed.

Cancellation by you must be notified as soon as reasonably practicable. Unless a different cancellation policy is stated for a particular service, charges may apply depending on how much notice is given and whether work has already started. If we have incurred costs, reserved labour, purchased materials, or committed resources for your booking, you may be liable for those reasonable costs even if the service does not proceed.

We may cancel or postpone a booking where performance becomes impossible, unsafe, unlawful, or impractical due to weather, site conditions, staffing issues, equipment failure, lack of access, unpaid balances, or events outside our control. If we cancel and the reason is within our control, we will usually offer a rescheduled appointment or refund any prepayment for undelivered services, subject to deductions already lawfully due.

We will provide the service with reasonable care and skill, using personnel and methods appropriate to the work agreed. Any times, arrival windows, or completion dates are estimates unless expressly guaranteed in writing. Delays may occur because of traffic, access problems, prior work overruns, health and safety checks, or circumstances beyond our control. Time shall not be of the essence unless specifically agreed.

You are responsible for ensuring the work area is safe, accessible, and suitable for the service to be delivered. This includes clearing obstructions, protecting delicate items, securing pets, disclosing known hazards, and making available any utilities or facilities needed for the job. If the site is unsafe or unsuitable, we may pause, reschedule, or withdraw from the location without liability for resulting delay or loss.

Liability is limited to losses directly caused by our proven breach of contract or negligence and only to the extent reasonably foreseeable. 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 legally be limited. Subject to that, we shall not be responsible for indirect, consequential, or special losses such as loss of profit, loss of business, or loss of opportunity.

Where goods, materials, or items are handled as part of the service, you must tell us in advance about fragility, value, hazards, contamination, or any special handling requirements. Unless we have expressly agreed to the contrary in writing, you remain responsible for the security and insurance of your own goods and personal belongings. Any claim for damage must be reported within a reasonable time and supported by evidence.

Force majeure events may include, without limitation, severe weather, fire, flood, epidemic, industrial action, civil disorder, transport disruption, government restrictions, or failure of suppliers and utilities. If such an event prevents or delays performance, our obligations will be suspended for the period of the event and for a reasonable recovery period afterwards. We will use reasonable efforts to minimise disruption and resume the service promptly.

If any part of these terms is found to be unenforceable, illegal, or invalid, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or remedy under these terms shall not amount to a waiver of that right. Any waiver must be given in writing and shall apply only to the specific circumstance for which it is granted.

Where our work involves removal, transport, handling, or disposal of items or materials, the parties must comply with all applicable waste regulations, environmental rules, and duty-of-care requirements in force in the United Kingdom. You must not present for collection any waste that is prohibited, hazardous, misdescribed, or illegal to move without the correct controls. We may refuse to remove items that are unsafe, contaminated, overloading a vehicle, or not properly declared.

You are responsible for accurately identifying the nature of any waste or surplus materials before collection or disposal. If items are subject to special handling, licensing, segregation, transfer documentation, or disposal route restrictions, you must notify us in advance. We may need to adjust the quote, refuse the item, or require additional information. Any inaccurate description supplied by you may result in extra charges, delay, or cancellation.

Unless stated otherwise, we may decide the method of transport, sorting, reuse, recycling, recovery, or disposal in accordance with lawful practice and operational requirements. Title to waste or discarded items generally passes when we lawfully remove them, subject to any specific written agreement. You must not place into our care any dangerous goods, chemicals, batteries, asbestos, medical waste, or other regulated materials unless we have expressly agreed and are legally permitted to handle them.

Where a service requires access to premises or property, you confirm that you have authority to grant access and to request the work. You are also responsible for any consents, permits, licences, landlord approvals, or building management permissions needed for the service to be lawfully carried out. If access is denied or delayed because such approvals were not in place, we may charge for wasted attendance or rescheduling.

All intellectual property, working methods, templates, reports, and materials created by us in connection with the service remain our property unless otherwise agreed in writing. You may use any deliverables provided to you only for the purpose intended under the booking and may not copy, sell, adapt, or distribute them without permission where such permission is required. Nothing in these terms transfers ownership unless clearly stated.

Confidential information shared by either party during the service will be treated as confidential and used only for the purpose of fulfilling the contract, responding to legal obligations, or protecting legitimate business interests. This obligation does not apply to information that is public, already known lawfully, independently developed, or required to be disclosed by law or a competent authority.

Either party may terminate a booking or ongoing service where the other party commits a serious breach and fails to remedy it within a reasonable period after notice, or where termination is permitted by these terms. Termination does not affect rights or liabilities that accrued before the termination date, including payment obligations, cancellation charges, or costs properly incurred.

Any notice required under these terms may be provided by email, letter, or another written format that can reasonably be retained. Notices are deemed received when delivered or, if sent electronically, when transmission has been successfully completed and no delivery failure message is received, subject to proof to the contrary. It is your responsibility to keep your contact details accurate for booking administration.

The agreement between us constitutes the entire contract relating to the relevant service and supersedes prior discussions, drafts, or representations, except for statements made fraudulently. Any references to statutes or regulations include amendments, extensions, and replacements in force from time to time. Headings are included for convenience only and do not affect the interpretation of these UK service terms.

These terms shall be governed by and interpreted in accordance with the law of England and Wales, unless the service is supplied under a different mandatory legal regime that applies by law. The courts of England and Wales shall have non-exclusive jurisdiction to resolve disputes arising from or connected with the agreement. If you are resident in another part of the UK, any mandatory consumer protections that apply to you will remain unaffected.

Where a dispute arises, the parties should first attempt to resolve the matter informally and in good faith, giving each side a reasonable opportunity to review the facts and proposed remedy. If an issue cannot be resolved informally, either party may pursue any lawful remedy available. Nothing in these terms and conditions limits the right to seek urgent injunctive relief or other provisional measures where appropriate.

By making a booking or allowing the service to proceed, you acknowledge that you have read, understood, and agreed to these terms. They are intended to support a transparent and professional service relationship and to allocate responsibilities clearly. If you do not agree with any part of these terms, you should not confirm the booking or permit the work to begin.