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 making a booking, confirming an order, or allowing us to begin work, you agree to be bound by these terms. They are designed to create a clear understanding of the service agreement, the booking process, the payment terms, cancellation rights, liability limits, waste handling obligations, and the governing law that applies to the relationship between you and us.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider delivering the work, and references to “you” and “your” mean the customer receiving the service. These UK service terms apply to all bookings unless otherwise agreed in writing. If there is any inconsistency between these terms and a written quotation or order confirmation, the written document will take priority to the extent of the inconsistency.

These terms are intended to be fair and transparent and to reflect the practical nature of service delivery. They should be read alongside any quotation, estimate, schedule, or written instruction issued before the job starts. In these service and booking terms, headings are included for convenience only and do not affect interpretation. If any part of these terms is found unenforceable, the remaining provisions will continue to apply.

1. Booking Process

Bookings may be made by telephone, email, online form, written request, or any other method we accept from time to time. A booking is not confirmed until we have acknowledged it and, where applicable, received any required deposit or advance payment. We may ask for information that is reasonably necessary to assess the scope of work, including access details, service requirements, preferred dates, and any conditions that may affect performance.

Any quotation or estimate given before booking is based on the information available at that time. If the scope of the work changes, or if the information supplied by you is incomplete or inaccurate, we may revise the quotation, amend the booking, or decline to proceed. We reserve the right to refuse or cancel a booking where the requested service is outside our capabilities, would create an unacceptable risk, or cannot reasonably be delivered within the agreed timeframe.

2. Service Delivery and Customer Responsibilities

You must ensure that the site, premises, or location where the service is to be carried out is safe, accessible, and ready for work at the agreed time. This includes making sure that any relevant permissions, access codes, parking arrangements, permits, or authorisations are in place before the appointment. If we are unable to carry out the service because access is restricted or conditions are unsuitable, we may treat the visit as a missed appointment and charge accordingly.

You are responsible for providing accurate instructions and for checking that any items, materials, or areas to which the service relates are suitable for the work requested. Where our work depends on information supplied by you, we will not be liable for delays or additional costs caused by incorrect or incomplete information. You must also notify us in advance of any hazards, fragile items, concealed risks, or special requirements that may affect the service.

We will use reasonable care and skill in delivering our services and will aim to complete the work within the agreed period. However, timing is often dependent on factors outside our control, including weather, supply availability, traffic, operational delays, or third-party action. Any dates or times provided are estimates unless we expressly state they are fixed. We may reschedule where necessary to protect safety, quality, or legal compliance.

3. Payments and Charges

Unless otherwise agreed in writing, prices are quoted in pounds sterling and may be subject to VAT where applicable. The total charge may include labour, materials, call-out fees, administrative costs, disposal costs, and any other charges specifically identified in the quotation. We may require a deposit, part payment, or full payment in advance, particularly for larger or time-sensitive bookings.

Payment is due on the date stated in the invoice or, if no date is stated, immediately upon completion of the service. We may suspend work if payment is overdue or if there is reason to believe payment will not be made when due. Where accounts remain unpaid, we may charge interest and reasonable recovery costs to the extent permitted by law. Any disputes about invoiced amounts must be raised promptly and in good faith.

Discounts, promotional pricing, or special offers may be withdrawn at any time unless already confirmed in writing for a specific booking. Any price estimate provided before work begins is based on the assumptions stated at the time and is not a fixed offer unless expressly described as such. If additional work is requested by you, or becomes necessary due to unexpected circumstances, it may be charged as an extra service.

4. Cancellations, Changes, and No-Show Policy

You may request a cancellation or amendment to a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, the resources reserved, and the amount of preparation already undertaken. If you cancel after we have started planning, allocated staff, purchased materials, or incurred other costs, you may be charged for those reasonable costs even if the work does not go ahead.

If you cancel within a short period before the appointment or fail to be present when the service is due to commence, we may charge a cancellation fee or treat the booking as a no-show. We may also cancel or reschedule a service if we are unable to perform it safely, if payment is not made as required, or if circumstances beyond our control make completion impracticable. Where we cancel without fault on your part, any prepaid sum for the unperformed portion of the service will normally be refunded.

5. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be limited. Subject to that, we shall not be responsible for losses arising from inaccurate information supplied by you, delays outside our control, or your failure to comply with these terms. Our liability for direct loss caused by our breach will be limited to the amount paid or payable for the relevant service unless a higher limit is required by law.

We are not liable for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, or reputational damage. This limitation applies whether the claim is made in contract, negligence, misrepresentation, or otherwise, to the fullest extent allowed by law. Nothing in these service terms affects your statutory rights as a consumer where those rights cannot be waived or reduced.

6. Waste Regulations and Disposal

Where our services involve removal, transport, sorting, or disposal of waste, both parties must comply with applicable UK waste regulations. This includes proper classification, safe handling, and lawful transfer of waste to authorised facilities or licensed carriers where required. You must not ask us to remove items that are prohibited, hazardous, or unsuitable for the agreed service unless this has been specifically disclosed and accepted in writing.

You are responsible for telling us about any materials that may be regulated, contaminated, sharp, heavy, bulky, or otherwise hazardous. If such materials are discovered during the service and were not disclosed in advance, we may stop work, adjust the price, or arrange additional handling measures. Waste transfer notes, receipts, or other records may be issued where legally required, and you agree to co-operate with reasonable requests that support lawful disposal.

Any items removed as part of the service become subject to the agreed disposal process once collected, except where the law requires alternative treatment or where ownership remains with you until payment is made. You must not place illegal, dangerous, or restricted waste into our care without prior approval. We reserve the right to refuse removal of any item that could expose us to legal or environmental risk, or that would breach our duty to comply with waste legislation.

7. Customer Warranties and Site Conditions

By booking a service, you confirm that you have authority to request the work and that the relevant premises, items, or materials are lawfully available for us to handle. You also warrant that any instructions you provide are accurate to the best of your knowledge. If the service depends on a third party, utility, contractor, or landlord, you are responsible for obtaining their consent where needed.

You must ensure that the working area is free from unnecessary obstructions and that any known risks are clearly identified before the service begins. We may refuse to continue if conditions are unsafe, unhygienic, unlawful, or materially different from what was represented at the time of booking. If we incur extra time or cost because the site condition is not as described, we may adjust the price accordingly.

We may take photographs or notes for operational, evidential, or quality-control purposes, provided that this is done in a lawful and proportionate manner. Where such records contain personal data, they will be processed in accordance with applicable data protection law and our privacy obligations. This does not create a separate marketing permission and does not require you to provide consent beyond what is necessary for the service itself.

8. Complaints and Dispute Handling

If you believe the service has not been carried out properly, you should notify us within a reasonable time after completion, giving enough detail for us to review the matter. We may ask for photographs, records, or other information to help assess the issue. Where appropriate, we may re-perform part of the service, offer a reasonable remedy, or explain why the complaint is not upheld.

We aim to resolve concerns in a fair and proportionate manner. Nothing in these terms prevents you from pursuing any statutory remedy available to you under UK law. However, you agree to give us a reasonable opportunity to investigate and address the issue before taking formal action, unless urgent action is required by law or to prevent further loss.

9. Events Outside Our Control

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, transport disruption, power failure, acts of government, or failure of suppliers or subcontractors due to such events. Where a force majeure event occurs, we may suspend performance, vary the schedule, or cancel the affected booking without liability for the delay itself.

10. Data, Confidentiality, and Third-Party Reliance

Any information you provide for the purpose of booking or receiving the service will be used only where necessary to manage the relationship, deliver the work, maintain records, comply with legal obligations, or respond to enquiries arising from the service. We will take reasonable steps to protect confidential information and expect you to do the same with any operational, pricing, or technical information shared with you during the course of the engagement.

Unless we agree otherwise, no third party has the right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999. The service contract is made only between you and us. If any third party is involved in payment, access, instruction, or delivery, that involvement does not create a separate contractual relationship unless we expressly agree in writing.

11. Governing Law and Jurisdiction

These service terms and conditions are governed by the laws of England and Wales, unless we state otherwise in writing. If you are ordinarily resident in Scotland or Northern Ireland, nothing in this clause removes any mandatory consumer protections that apply in your part of the UK. Any dispute arising from or connected with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable consumer law provides otherwise.

12. General Provisions

If we fail to enforce any right or provision under these terms, that does not mean we have waived that right or provision. Any waiver must be given in writing and will apply only to the specific situation for which it is granted. These terms may be updated from time to time, but changes will not affect bookings already confirmed unless required by law or agreed by both parties.

These terms, together with the relevant quotation or confirmation, form the entire agreement between the parties in relation to the service and replace prior discussions or understandings on the same subject. You should retain a copy for your records. By proceeding with a booking or allowing work to begin, you acknowledge that you have read, understood, and accepted these UK service terms.

The headings used in this document are for convenience only. Words in the singular include the plural where the context allows, and references to a person include individuals, companies, partnerships, and other legal entities. Where the context requires, any reference to written notice may include electronic communication accepted by us as a valid form of instruction or confirmation.