Terms and Conditions for UK Services

These service terms and conditions set out the rules that apply when a customer books, receives, or uses our services in the United Kingdom. By making a booking or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding, as they explain how the booking process works, when payment is due, what happens if a booking is cancelled, how liability is limited, and how waste and materials are handled under applicable UK rules. If any part of these terms is unclear, the customer should ask for clarification before confirming any service request.

These terms apply to the supply of services only and should be read together with any written quotation, order confirmation, service specification, or invoice issued for the particular job. If any specific service terms are set out in a quotation or proposal, those details may take priority over these general conditions to the extent of any inconsistency. References to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer, client, or authorised representative placing the booking.

Nothing in these terms is intended to limit rights that cannot lawfully be excluded under UK law. If any provision is found unenforceable, the remainder of the terms will continue in effect. We may update these service terms from time to time, and the version in force at the time of booking will normally apply to that booking unless a change is required by law or is expressly agreed otherwise.

1. Booking process

A booking is only confirmed when we have accepted your request and, where applicable, received any required deposit or written acceptance of our quotation. An enquiry, estimate, or availability check does not amount to a confirmed booking. We may request additional details before accepting a job, including the scope of work, access arrangements, service dates, site conditions, and any special requirements that could affect the service delivery.

When you submit a booking request, you warrant that all information provided is accurate and complete to the best of your knowledge. This includes any relevant property details, access instructions, and the nature of the work to be carried out. If the information later proves to be incomplete or incorrect, we may revise the quotation, adjust the timetable, or refuse to proceed if the change makes the service materially different from what was originally agreed.

We reserve the right to decline or cancel a booking before work begins for reasonable operational, safety, legal, or capacity-related reasons. This may include situations where the premises are unsuitable, access is restricted, required permits are unavailable, or the requested service would involve unlawful activity. If we cancel for a reason within our control, any payment already made for the cancelled service will be handled in line with the payment and cancellation terms below.

2. Prices, estimates, and payments

Prices may be provided as fixed fees, hourly rates, daily rates, or estimates depending on the nature of the service. Unless expressly stated otherwise, quotations are valid only for the period specified in writing or, if no period is stated, for a reasonable time. Service charges may vary if the scope changes, materials are added, delays arise outside our control, or the customer requests work beyond the original specification.

Where a deposit is required, the booking is not secured until the deposit has been paid in full. Deposits may be non-refundable except where we cancel the booking or where a refund is required by law or expressly stated in writing. Any remaining balance becomes due on the date set out in the invoice, service order, or booking confirmation. Unless otherwise agreed, invoices must be paid promptly and in full without deduction, counterclaim, or set-off.

We may charge interest and recovery costs on late payments to the extent permitted by law. If payment is overdue, we may suspend further work, withhold delivery of goods or documents associated with the service, or cancel future bookings. The customer remains responsible for all reasonable costs we incur in recovering unpaid amounts, including administrative costs and any lawful collection expenses.

3. Cancellations, rescheduling, and no-shows

You may request to cancel or reschedule a booking by giving notice within the timeframe stated in your booking confirmation or invoice. If no timeframe is stated, notice should be provided as early as possible. Cancellations received late may attract a cancellation charge reflecting the time reserved, preparatory work undertaken, materials ordered, or travel and scheduling costs already incurred.

If you are not present, fail to provide access, or otherwise prevent the work from taking place at the agreed time, this may be treated as a no-show or customer cancellation. In such cases, we may charge a reasonable fee for wasted time and any unrecoverable expenses. If conditions at the site mean the service cannot safely or properly be completed, we may pause or stop the work and charge for the portion already delivered, together with any costs reasonably incurred.

We may reschedule a service where necessary due to staff illness, equipment failure, severe weather, transport disruption, safety concerns, or other circumstances beyond our reasonable control. Where we need to move an appointment, we will aim to give you reasonable notice and offer an alternative date. Except where required by law, we will not be responsible for any indirect loss caused by a change to the schedule.

4. Service performance and customer obligations

We will provide the services with reasonable care and skill and in accordance with the agreed specification, using staff or contractors we reasonably consider competent for the task. Any completion times given are estimates unless we specifically confirm them as binding in writing. Delays may occur if additional work is required, if unforeseen conditions arise, or if access and information are not provided as agreed.

The customer must ensure that the site is accessible, safe, and ready for the service to be performed. You must also provide all necessary approvals, permissions, and accurate instructions needed for us to complete the work. If you fail to do so, we may be unable to carry out the service, and any resulting delay, re-attendance, or additional work may be charged as a variation to the original booking.

You are responsible for removing or securing valuable, fragile, hazardous, or confidential items unless we have expressly agreed to handle them. Where the service involves entry to premises, the customer must ensure lawful authority to permit access. We may refuse to work in unsafe, abusive, unlawful, or unstable conditions, and our staff may leave the site if they reasonably believe there is a risk to health, property, or lawful compliance.

5. Liability and exclusions

Nothing in these service terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, we will not be liable for losses that are indirect, incidental, special, or consequential, including loss of profit, loss of business, loss of opportunity, or loss of goodwill.

Where liability is permitted to be limited, our total liability arising out of or in connection with the relevant booking, whether in contract, tort, negligence, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is expressly agreed in writing. This limitation reflects the nature of the service and the charges applied.

We are not responsible for pre-existing defects, structural issues, hidden conditions, or damage caused by inaccurate information supplied by the customer. We are also not liable for delays or failures caused by events outside our reasonable control, including extreme weather, utility failures, supply chain interruption, industrial action, or legal restrictions. If such an event continues for an extended period, either party may be entitled to end the affected booking by reasonable notice.

6. Waste handling and environmental compliance

Where our services generate waste, leftover materials, packaging, or removed items, these will be handled in accordance with applicable waste regulations and environmental requirements in the UK. The customer must tell us in advance about any waste that may be hazardous, controlled, contaminated, or subject to special handling rules. We may refuse to remove items that we reasonably believe are unlawful, dangerous, or outside the scope of the agreed service.

Unless stated otherwise, the customer remains responsible for the lawful ownership, disposal, or transfer of any items removed from the property. If we agree to collect or dispose of waste, that agreement only covers the materials specifically identified at the time of booking or during the service. Additional waste, concealed items, or restricted materials may result in extra charges or may require a separate arrangement in line with applicable regulations.

The customer must not ask us to dispose of materials in a way that would breach environmental law, duty of care obligations, or any other regulatory requirement. We may suspend or refuse work if we believe compliance cannot be assured. Any records, transfer notes, or documentation required for lawful waste management will be completed only to the extent relevant to the service and the information available at the time.

7. Complaints, variations, and records

If you believe the service has not been delivered in accordance with the agreed specification, you should notify us within a reasonable time after completion, giving sufficient detail for the issue to be reviewed. We may ask for photographs, documents, or other relevant information in order to assess the matter. Where appropriate, our remedy may include re-performance of the service, a partial refund, or another reasonable correction, depending on the circumstances.

Any change to the scope of the work, materials used, site conditions, or timing may be treated as a variation. Variations may affect the price and completion time, and they are only binding if confirmed by us, whether verbally during the service or in writing afterwards where appropriate. The customer should keep copies of quotations, invoices, and booking confirmations for their records.

Our internal notes, measurements, photographs, or service records may be relied on to confirm what work was agreed or completed. Unless we state otherwise, these records are for operational and evidential purposes and do not create a guarantee beyond the express terms of the booking. If a dispute arises, the parties should first attempt to resolve it promptly and in good faith.

8. Governing law and dispute resolution

These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales unless another part of the UK applies by mandatory legal requirement. The courts of England and Wales shall have jurisdiction, although if you are resident elsewhere in the UK, you may also have rights to bring proceedings in your local jurisdiction where the law allows.

Nothing in these terms affects any statutory rights you may have as a consumer or business customer under applicable UK legislation. If any provision is held invalid or unenforceable, it shall be modified to the minimum extent necessary to make it enforceable, and if that is not possible, it shall be severed without affecting the rest of the document. No failure or delay by us in exercising a right will operate as a waiver of that right.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these service conditions, including the sections on booking, payment, cancellation, liability, waste handling, and governing law. These terms are intended to create a clear and fair framework for the supply of services, while allowing the specific booking details to set out the practical arrangements for each individual job.