UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided to customers, including the booking process, payment terms, cancellation rules, liability limits, waste handling obligations, and the governing law that applies to the agreement. By placing an order, confirming a booking, or otherwise requesting services, the customer agrees to be bound by these terms. If any part of these conditions is not accepted, the service should not be booked or used.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person acting on behalf of the customer. These service terms apply to the supply of work, labour, or related services, whether arranged online, by phone, by email, or by any other agreed method. Nothing in these conditions affects any statutory rights that cannot lawfully be excluded or limited.

The booking process begins when you submit a request for services and provide the information reasonably needed to assess the work. That may include the type of service required, access details, location, timing, and any conditions that could affect the service. A booking is not confirmed until we have accepted it, whether by written confirmation, invoice, schedule, or other clear acknowledgement. Any quotation, estimate, or proposed date remains subject to availability and may be revised if the scope of work changes.

1. Booking Process

When you make a booking, you must ensure that all information supplied is accurate, complete, and up to date. If the service depends on specific conditions, such as access to the premises, parking, safe working space, or the availability of utilities, you must make those conditions available at the agreed time. We may refuse, postpone, or adjust a booking if the information provided is incorrect, incomplete, or materially misleading.

Accepted bookings may be subject to a deposit, pre-authorisation, or minimum charge before work begins. Any times or dates provided are intended as estimates unless we expressly agree otherwise in writing. We will use reasonable efforts to attend at the agreed time, but delays may occur due to traffic, weather, supply issues, operational changes, or events outside our control. Where possible, we will notify you of significant changes.

We reserve the right to make reasonable changes to a booking if necessary for safety, service quality, or legal compliance. This includes replacing personnel, altering the sequence of work, or changing materials or equipment used. A booking may also be paused if we discover risks that were not disclosed in advance, including unsafe access, hidden damage, contamination, or the presence of restricted materials.

2. Payments and Charges

All charges are based on the quotation, estimate, rate card, or agreed price in force at the time of booking, unless otherwise stated. Prices may change if the customer requests additional work, if the specification changes, or if unforeseen conditions arise that require extra time, labour, materials, or specialist equipment. Any additional costs will be communicated as soon as reasonably practicable and may require approval before work continues.

Payment terms will be stated on the invoice, booking confirmation, or order summary. Unless a different arrangement is agreed in writing, payment is due in full by the specified due date, and we may require advance payment for certain services. If payment is late, we may charge interest and recover reasonable costs associated with collection, to the extent permitted by law. We may also suspend further services until outstanding sums are paid.

You are responsible for ensuring that payment can be made by the agreed method. If a card payment, bank transfer, or other transaction is declined or reversed, you remain liable for the outstanding amount. Where a deposit has been paid, it may be non-refundable except where cancellation rights under these terms or any mandatory legal rights apply. Any taxes, levies, or official charges will be included or shown separately as appropriate.

3. Cancellations, Rescheduling, and Non-Attendance

To cancel or reschedule a booking, you must notify us within a reasonable time before the agreed service date. Cancellation rights, where offered, will depend on the type of service, the amount of preparation required, and whether costs have already been incurred. If you cancel after we have reserved time, allocated staff, ordered materials, or commenced work, you may be charged for reasonable losses or expenses already incurred.

Where a customer fails to provide access, is unavailable at the agreed time, or prevents the service from being completed, we may treat this as a late cancellation or wasted appointment. In such cases, a call-out fee, minimum charge, or full charge may apply depending on the circumstances and the work reserved. We are not responsible for delays or additional costs caused by inaccurate address details, unavailable keys, restricted access, or incorrect instructions.

If we need to cancel or postpone a booking, we will try to give notice as soon as reasonably possible and may offer an alternative date or time. We will not be liable for any indirect losses caused by cancellation or delay, except where liability cannot lawfully be excluded. The customer remains responsible for any site preparation or clearance that was agreed as part of the booking.

4. Service Standards and Customer Responsibilities

The service will be carried out with reasonable skill and care, using suitable methods and materials consistent with the agreed scope of work. Any performance standards, completion times, or outcomes are based on the information provided by the customer and the conditions encountered on site. If the customer changes the instructions during the service, we may revise the price, schedule, and method accordingly.

You must provide a safe working environment and disclose anything that could pose a risk to people, property, or equipment. This includes structural concerns, electrical hazards, water leaks, infestation, hazardous substances, or any other condition that could affect the delivery of the service. We may refuse to continue if the situation becomes unsafe or if legal requirements cannot be met. In such circumstances, the customer may remain liable for work already completed.

The customer is also responsible for protecting valuables, fragile items, confidential materials, and personal belongings before the service begins. Unless we have expressly agreed to move, store, or handle items, we are not liable for damage caused by items not secured, identified, or removed by the customer. Any special instructions must be provided in writing or clearly explained before the service starts.

5. Liability and Limitations

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law. Subject to that, our total liability for any claim arising out of or in connection with the services will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

We are not liable for loss of profit, loss of business, loss of opportunity, loss of anticipated savings, or any indirect or consequential loss. We are also not responsible for damage caused by hidden defects, pre-existing faults, poor maintenance, third-party actions, or circumstances outside our reasonable control. This includes problems arising from materials, instructions, or equipment supplied by the customer where those items are defective or unsuitable.

Any claim must be reported within a reasonable time after the issue is discovered, and the customer must allow us a fair opportunity to inspect, investigate, and, where appropriate, remedy the concern. Failure to provide prompt notice may affect the ability to investigate the matter and may reduce or remove any available remedy. Our responsibility is confined to the scope of the service agreed and does not extend to matters outside that scope.

6. Waste Regulations and Site Clearance

Where the service involves removal, handling, or disposal of waste, all parties must comply with applicable UK waste regulations and environmental requirements. The customer must describe any waste accurately, especially where it may be restricted, hazardous, bulky, contaminated, or subject to special handling. We may refuse to collect or remove waste that is not lawfully acceptable, not properly declared, or unsafe to transport.

Unless otherwise agreed, waste remains the responsibility of the customer until it has been lawfully collected or transferred in accordance with applicable rules. If a transfer note, carrier record, segregation instruction, or similar document is required, the customer must provide accurate information and cooperate with any reasonable compliance steps. We may charge extra where waste classification, loading, sorting, or disposal requires additional labour, permits, or specialist treatment.

Illegal dumping, misdescription of waste, or disposal contrary to regulations is strictly prohibited. If we suspect that a load contains prohibited or undeclared materials, we may stop work, request clarification, or decline the job entirely. The customer will be responsible for any losses, fines, claims, or costs caused by inaccurate disclosure or by failure to meet legal duties relating to waste management. These obligations remain in force even after the service has ended.

7. Intellectual Property, Confidentiality, and Use of Materials

Any documents, reports, schedules, images, checklists, or other materials produced during the service remain our property unless we agree otherwise in writing. You may use such materials only for the purpose for which they were supplied. You must not copy, publish, distribute, or exploit them for commercial purposes without permission, except where permitted by law or necessary to evidence the service provided.

Where confidential information is exchanged, each party must keep it secure and use it only for the performance of the agreement. This includes personal data, business information, pricing details, access arrangements, and any non-public technical information. Disclosure may be made where required by law, court order, insurer request, or other lawful authority. Each party should take reasonable steps to prevent unauthorised access or misuse.

Variation, assignment, and subcontracting may be permitted where needed to deliver the service efficiently, provided this does not materially reduce the standard of work. We may transfer our rights or obligations under these terms where it is lawful to do so. You may not assign your rights or obligations without our consent unless the law allows it. Any waiver of rights must be in writing and should not be assumed from delay or inaction.

8. Termination, Force Majeure, and Governing Law

We may suspend or terminate the agreement if you materially breach these terms, fail to pay amounts due, provide unsafe working conditions, or act in a way that prevents the service from being completed properly. If termination occurs, you must pay for work already completed and any reasonable costs incurred up to the date of termination. Termination does not affect rights or obligations that are intended to continue after the agreement ends.

We are not liable for delays or failures caused by events outside our reasonable control, including severe weather, industrial action, transport disruption, power failure, supply shortages, public emergency, or governmental restrictions. Where a force majeure event affects performance, we may extend time for performance, suspend work, or cancel the affected booking without penalty. If the event continues for an extended period, either party may be able to end the affected service on reasonable notice.

The governing law of these terms is the law of England and Wales, unless the parties expressly agree otherwise in writing. Any dispute arising from or connected with these terms or the services will be subject to the courts of England and Wales, except where mandatory consumer or statutory rules provide otherwise. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force and effect. These UK service conditions represent the entire agreement between the parties in relation to the services, unless varied in writing.