UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the UK. By making a booking, requesting a quotation, or confirming an order, you agree to be bound by these terms. Please read them carefully before proceeding. These terms are intended to be clear and practical, while still protecting both parties’ rights and responsibilities.

Throughout this document, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or the person acting on behalf of the customer. The specific service details, pricing, and any special requirements agreed at the time of booking will form part of the contract together with these terms and conditions.

These terms apply to our UK service agreement unless we have confirmed different terms in writing. If any part of these conditions conflicts with a separately agreed written contract, the written contract will take priority to the extent of that conflict. Nothing in these terms affects your statutory rights where they cannot legally be excluded.

1. Booking Process

Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking request does not become binding until we confirm acceptance. We may accept or decline any request at our discretion, particularly where the requested work falls outside our scope, capacity, or compliance requirements.

When you submit a booking, you must provide accurate and complete information, including the service required, the location, access arrangements, and any known hazards or special instructions. If the information you provide is incomplete or inaccurate, we may revise the quotation, delay the service, or cancel the booking if performance becomes impractical or unsafe.

Once a booking is accepted, we will usually issue a confirmation setting out the service date, the agreed or estimated price, and any key conditions. You are responsible for checking the confirmation carefully and notifying us promptly of any errors. Service booking terms may include minimum notice periods, site access requirements, or preparation steps that must be completed before we attend.

2. Service Scope and Customer Obligations

We will perform the services described in the booking confirmation, quotation, or otherwise agreed scope. Any additional work requested on the day, or any variation required due to unforeseen conditions, may be charged separately. We are not obliged to carry out work that is unsafe, unlawful, or outside our capabilities, even if it was discussed informally before booking.

You must ensure that the relevant premises, items, or work area are available at the agreed time and in a condition suitable for the service. Where access, parking, permits, keys, security checks, or other arrangements are needed, you must make these available in advance. Delays caused by your failure to prepare the site may result in additional charges or rescheduling.

You must also tell us in advance about any materials, substances, access restrictions, fragile items, live utilities, or other circumstances that could affect the service. If hidden hazards are discovered during attendance, we may pause the work until the situation is made safe. In some cases, we may need to leave the site and charge for the time already spent.

3. Prices and Payments

Prices will be set out in our quotation, estimate, price list, or booking confirmation. Unless otherwise stated, prices may be expressed exclusive of VAT or other applicable taxes. Any estimate is given in good faith based on the information available at the time, but it is not a fixed price unless we state in writing that it is fixed.

Payment terms will be specified in advance and may require full payment before service delivery, partial payment upfront, payment upon completion, or payment within an agreed period after invoicing. We may refuse to begin or continue work if payment is overdue, a deposit has not been received, or your account is in arrears. Payment for services must be made using an approved method.

If any payment is declined, reversed, or delayed, you remain responsible for the full amount due. We may charge reasonable administrative fees for failed payments, late payment costs, or debt recovery expenses where permitted by law. Any discount, promotion, or special offer applies only as stated and may be withdrawn if the conditions attached to it are not met.

4. Changes, Delays, and Cancellations

You may request changes to a booking, but we are not obliged to accept them. If we do agree to a change, the price, timing, or service scope may be adjusted accordingly. Changes made at short notice may not be possible if they affect staffing, equipment, subcontractors, or booked capacity.

If you need to cancel, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice you give and whether costs have already been incurred. For example, where work has already started, materials have been ordered, or third-party charges are non-refundable, you may be liable for those reasonable costs. Cancellation policy details may be included in the booking confirmation.

We may cancel or postpone a booking where circumstances beyond our reasonable control prevent us from carrying out the service safely or properly. This includes, for example, adverse weather, equipment failure, illness, transport disruption, supplier issues, or legal restrictions. Where practical, we will offer an alternative date or refund any sums that should be returned under the agreed terms.

5. Liability and Risk

We will exercise reasonable care and skill in providing our services. However, to the fullest extent permitted by law, we do not accept liability for indirect or consequential losses, loss of profit, loss of business, or any losses arising from information you provided inaccurately or failed to provide at all. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited.

If we are found liable for any loss or damage, our total liability arising out of or in connection with the service will be limited to the amount paid or payable for the relevant service, unless a higher limit is required by law. This limitation applies to all claims, whether in contract, tort, misrepresentation, breach of statutory duty, or otherwise.

You are responsible for removing or securing items that may be damaged by normal service activity, unless we have specifically agreed to handle them. Where the service involves working at your premises, you should ensure that valuables, delicate objects, and confidential materials are protected. We are not responsible for pre-existing faults, wear and tear, or defects that become apparent during the service.

6. Waste, Materials, and Environmental Compliance

Where our service involves the removal, disposal, or handling of waste, both parties must comply with applicable UK waste regulations and environmental laws. You must disclose the nature of any waste, including whether it is general waste, recyclable waste, bulky waste, or potentially hazardous material. We may refuse to handle waste that is prohibited, unsafe, or not declared in advance.

Unless otherwise agreed, any waste removed as part of the service becomes subject to our waste management procedures once collected. If you retain ownership of certain items, this must be clearly agreed in advance. We may require you to separate waste streams, package items correctly, or provide evidence of lawful disposal arrangements where the materials are not suitable for our standard process.

Waste disposal terms may include additional charges for special handling, loading, sorting, transfer, documentation, or site-specific compliance measures. If waste is misdescribed, contaminated, or unlawful to transport, we may stop work and charge any associated costs. You agree to indemnify us against losses arising from your failure to provide accurate information about waste or materials.

7. Warranties and Service Standards

We aim to deliver services with reasonable care, competence, and professionalism. Any warranty or guarantee we offer will be stated expressly in writing and will apply only to the specific service covered. No other warranty is implied except those required by law. Where issues arise, you must allow us a reasonable opportunity to inspect and, if appropriate, correct the matter.

We do not guarantee that the service will produce a particular outcome unless we have expressly agreed to do so in writing. Any timeline provided is an estimate unless we say it is fixed. Small variations in timing, finish, materials, or method may occur and will not automatically constitute a breach of contract if the core service has been provided properly.

Nothing in these terms prevents us from using subcontractors or assistants to complete all or part of the work, provided we remain responsible for the services we have agreed to supply. We will select such persons with reasonable care, and any restrictions or requirements relating to their attendance must be communicated by you in advance.

8. Termination and Suspension

If you fail to pay on time, provide access, or comply with these terms, we may suspend the service, delay completion, or terminate the booking without liability for any resulting loss, subject to applicable law. We may also terminate immediately if carrying out the service would breach legal, regulatory, or safety requirements. Any sums due for work already completed remain payable.

You may terminate the contract if we materially breach these terms and fail to remedy the breach within a reasonable period after being asked to do so, where remedy is possible. In all other cases, termination rights will depend on the service type, timing, and any non-refundable costs already incurred. Fair and reasonable administration charges may apply where cancellation or termination occurs after preparation has begun.

Termination does not affect rights and obligations that by their nature continue after the service ends, including payment obligations, liability clauses, confidentiality obligations, and any provisions intended to survive completion or cancellation. If any balance remains outstanding, we may pursue recovery through lawful means.

9. Data, Confidentiality, and Records

We may collect and use personal data for booking management, service delivery, invoicing, compliance, and customer administration. Any processing of personal data will be carried out in accordance with applicable data protection laws. You agree that we may retain service records, quotes, invoices, and relevant correspondence for legitimate business and legal purposes.

Each party must keep confidential any non-public commercial or operational information disclosed in connection with the service, except where disclosure is required by law, necessary to perform the contract, or already in the public domain. This obligation does not prevent either party from using information that was lawfully known before disclosure or independently developed without reference to the other party’s confidential material.

We may keep photographs, notes, measurements, or job records for quality control, dispute handling, training, and compliance, provided this is done lawfully and proportionately. Where images or records identify your premises or property, we will use them only for legitimate business purposes connected with the service unless otherwise agreed.

10. General Provisions

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. A failure or delay by either party to enforce any right under these terms does not waive that right. Any variation to these terms must be agreed in writing by an authorised representative of the service provider.

These terms, together with the booking confirmation and any written quotation or contract, contain the entire agreement between the parties relating to the service. You confirm that you have not relied on any statement or promise not expressly included in those documents. Any headings are included for convenience only and do not affect interpretation.

Governing law and jurisdiction: these terms are governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction, except where mandatory law provides otherwise. If the service is supplied in another part of the UK, any applicable local mandatory consumer rights will continue to apply where they cannot be excluded.