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 placing a booking, confirming an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to create clear expectations for both parties, reduce misunderstanding, and ensure that each service booking is handled in a fair and consistent way.
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, client, or person placing the booking. These terms apply to all standard service appointments, scheduled jobs, one-off tasks, and related work unless a separate written agreement states otherwise. They do not affect any rights that cannot legally be excluded under UK law.
Booking process begins when you submit a request for services and we accept it. A quotation, estimate, or availability confirmation does not by itself create a binding contract unless we state that it does. We may ask for details about the job, site access, timing, materials, or any special requirements before accepting a booking. You must ensure that the information you give is complete and accurate. If the scope of work changes after booking, we may revise the price, schedule, or resource requirements accordingly.
The booking process may involve a provisional date, an estimated arrival window, or confirmation subject to survey, stock availability, or operational review. We reserve the right to decline any request where we cannot safely, lawfully, or reasonably carry out the work. Any acceptance of a booking may be made by email, written confirmation, invoice issue, online confirmation, or other documented communication. Once confirmed, you are responsible for ensuring that the site, property, or premises are ready for the agreed service.
It is your responsibility to provide reasonable access to the location, including any necessary permissions, keys, entry codes, parking arrangements, permits, or information about restricted areas. If access is delayed or the work cannot be completed because of missing information, unsafe conditions, or unavailability of the site, we may charge a call-out fee, waiting charge, abortive visit fee, or reasonable additional costs. This applies whether the issue is caused by the customer, a third party, or circumstances within your control.
Payments must be made in accordance with the prices and terms shown at the time of booking or in the relevant invoice. Unless we agree otherwise in writing, all fees are due before, on, or immediately after completion of the services. For larger or recurring jobs, we may require a deposit, part-payment, progress payment, or advance clearance before work begins. Any deposit paid is generally used to secure the booking and cover our administration and allocation of resources, unless stated otherwise.
All quoted or advertised prices may be subject to change if the scope is altered, if additional labour or materials are required, or if the actual site conditions differ materially from the information provided. Unless expressly stated, prices may exclude VAT, specialist equipment, parking fees, congestion charges, waste transfer costs, and other third-party charges. Where payment is overdue, we may suspend further services, withhold completion, or apply lawful interest and recovery costs in accordance with applicable UK rules.
You must ensure that payment method details are valid and that sufficient funds or credit are available. If a payment fails, is reversed, or is disputed without reasonable grounds, we may recover any associated bank charges, administrative expenses, and collection costs. We may also require cleared payment before restarting any suspended work. Any refund, part-refund, or credit note will be considered in line with the service outcome, the work already completed, and any costs properly incurred by us.
Cancellations and rescheduling are permitted subject to these terms. If you need to cancel or move a booking, you should notify us as soon as possible. Cancellations made within a reasonable period may be accepted without charge, but late cancellations, same-day cancellations, or failure to provide access may result in a fee reflecting time reserved, staff allocated, materials ordered, and travel already incurred. Where a booking has been specifically arranged for a fixed date, we may charge more for late changes.
If we need to cancel or reschedule due to weather, safety concerns, illness, equipment failure, supplier issues, or other unavoidable circumstances, we will aim to give notice and offer a new appointment. We will not usually be liable for delays caused by events beyond our reasonable control. This includes, without limitation, transport disruption, utility failures, emergency restrictions, public health measures, severe weather, accidents, or shortages affecting the delivery of services.
If you are entitled to a refund following a cancellation by us, the refund will normally be limited to the amount received for the affected service, less any non-recoverable costs already incurred where permitted. We may offer an alternative date, replacement service, or partial credit at our discretion, provided this is lawful and reasonable in the circumstances. Nothing in these terms prevents either party from terminating the arrangement where performance has become impossible or unlawful.
Liability is limited to the extent permitted by law. We will exercise reasonable care and skill in providing our services, but we do not guarantee that every outcome will meet subjective expectations where factors beyond our control affect the result. Our responsibility is limited to direct loss or damage that is foreseeable and caused by our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.
We are not responsible for losses that are indirect, consequential, or incidental, including loss of profit, loss of opportunity, loss of business, loss of goodwill, or reputational harm, except where such exclusion is prohibited by law. Where we are found liable, our total aggregate liability will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by statute or agreed in writing. You are responsible for securing valuables, fragile items, confidential information, and any property not necessary for the delivery of the service.
To the extent permitted by law, we are not liable for pre-existing defects, hidden faults, structural issues, or damage caused by wear and tear, unsuitable conditions, poor maintenance, or inaccurate information supplied by you. You should notify us of any special risks, protected surfaces, sensitive equipment, health and safety issues, or access limitations before work begins. If you ask us to proceed despite a known risk, you may be required to confirm this instruction in writing.
Waste regulations apply to the handling, removal, transfer, storage, and disposal of waste arising from our services. Where our work creates waste, both parties must comply with applicable UK waste legislation and environmental requirements. You agree to provide accurate information about the type, quantity, and condition of any waste, including whether it contains hazardous, contaminated, clinical, electrical, or recyclable materials. We may refuse to handle waste that cannot be lawfully collected, transported, or disposed of under the relevant rules.
Where we remove waste as part of the service, it may be subject to additional charges based on volume, weight, category, access, and disposal method. We may separate waste into appropriate streams, choose authorised disposal facilities, and keep records required by law. You must not ask us to dispose of prohibited items unlawfully or to misdescribe waste classification. If any customer-supplied waste is incorrectly declared, you will be responsible for any resulting fines, penalties, contamination costs, clean-up costs, and related claims.
Where applicable, you confirm that you have the right to allow us to remove items from the premises and that you are entitled to authorise disposal. If third-party waste, commercial waste, or regulated waste is involved, you may need to provide supporting information or documents. We may suspend services if we suspect unlawful disposal, unsafe handling, or a breach of environmental requirements. Any materials removed and lawfully processed may become unrecoverable once disposed of, recycled, or transferred to an approved facility.
Customer responsibilities include making the premises safe and reasonably prepared for the service. You must remove obstacles, provide clear instructions, disclose hazards, and ensure that children, pets, or unauthorised persons are kept away from areas where work is being carried out. Where the service requires power, water, parking, access lifts, or other facilities, you must provide them unless we agree otherwise. Failure to do so may delay the service, increase charges, or prevent completion.
Any materials, goods, or replacement parts supplied by us remain our property until paid for in full where retention of title is lawfully applied. Risk in supplied items may pass at the point specified in the relevant order or on delivery to the site, depending on the nature of the service. If you supply items, equipment, or materials for use in the job, you are responsible for their quality, suitability, and compliance with any applicable standards unless we expressly agree to inspect or source them.
We may use subcontractors, agents, or third-party specialists to perform all or part of the services, provided this does not materially reduce the standard of service promised. We remain responsible for their performance to the extent required by law, but we are not responsible for delays or failures caused by parties outside our reasonable control. Where specialist skills, permits, certificates, or authorisations are needed, you must disclose this before the booking is confirmed.
Complaints and disputes should be raised promptly so that we have a fair opportunity to review the issue and, where appropriate, put matters right. You should provide a clear description of the concern, relevant dates, and any supporting information. We may request access to inspect the issue or to confirm the condition of the work. Any attempt to resolve a dispute will be handled in good faith and without prejudice to either party’s legal rights.
Nothing in these terms limits your statutory rights as a consumer where you are acting for personal, domestic, or household purposes. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or remedy immediately does not waive that right. Any variation to these terms must be agreed in writing by an authorised representative of our business.
Governing law and jurisdiction apply as follows: these terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless we state otherwise in writing. If you are based in Scotland or Northern Ireland, mandatory local consumer protections may still apply where relevant, but the governing law will remain as stated unless a separate written agreement says differently. The courts of the relevant jurisdiction will have exclusive or non-exclusive jurisdiction as required by law.
These service terms and conditions form the complete agreement between the parties regarding the booking and delivery of the services described, subject to any written variation, order form, invoice, or specific contract that expressly modifies them. By confirming a booking, you acknowledge that you have read, understood, and accepted the service conditions, including the rules on payments, cancellations, liability, and waste regulations. Where a conflict arises, the more specific written terms for the relevant job will take priority over these general terms.
In order to support a reliable and compliant service experience, we may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will usually apply to that booking, unless a later written variation is agreed. Continued use of our UK service agreement after a change has been notified may be taken as acceptance of the updated terms where permitted by law. Please retain a copy of the applicable terms for your records.
