UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or otherwise requesting our services, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to create a clear, fair, and practical understanding between us and the customer so that each service appointment is carried out smoothly and with proper expectations on both sides.

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 placing the booking. These UK service terms apply to all standard bookings unless a separate written agreement states otherwise. If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

We reserve the right to update or amend these terms from time to time to reflect changes in law, business practice, or operational requirements. The version in force at the time your booking is confirmed will normally apply to that booking. Where a change is material, we may issue revised terms before the service is delivered. Continued use of our services after any update will be treated as acceptance of the revised terms and conditions for services.

Booking Process

Bookings may be made through the methods we make available from time to time, including written request, online submission, telephone enquiry, or other accepted booking channels. A booking will only be considered confirmed when we have accepted it and, where required, received any deposit or advance payment. Until confirmation is issued, we are not obliged to reserve availability. Any quoted time slot is an estimate and may be subject to adjustment if access, workload, or other operational factors require it.

When placing a booking, you must provide accurate and complete information, including the type of service requested, relevant property details, access requirements, and any special instructions that may affect delivery. You are responsible for ensuring that all information supplied is correct. If inaccurate details lead to delays, additional work, or a change in the scope of the service, we may revise the price or scheduling accordingly. This applies equally to service booking terms and repeat appointments.

We may decline or cancel a booking before commencement if we reasonably believe that the service cannot be delivered safely, lawfully, or practically, or if the requested work falls outside our normal service scope. Where possible, we will notify you promptly and refund any sums paid in advance in respect of the cancelled booking, subject to deductions permitted by law. If you require a specific date or time, you should make this clear at the time of booking, but no absolute guarantee is given unless expressly agreed in writing.

Payments

Unless otherwise agreed, payment terms will be set out in your quotation, invoice, or booking confirmation. Prices may be stated inclusive or exclusive of VAT, depending on our tax status and the way the service is sold. Any quotation is typically valid for a limited period and may be withdrawn if not accepted in time. Additional charges may apply where the work changes, is extended, or requires materials, access arrangements, parking, disposal, or other costs not known at the time of quoting.

Where a deposit is required, it must be paid by the stated deadline to secure the booking. The deposit may be non-refundable to the extent permitted by law if you cancel late, fail to provide access, or otherwise prevent the service from taking place. Full payment is due on completion unless agreed otherwise. We may require payment in advance for certain jobs, larger projects, or repeat service arrangements. Late payment may result in suspension of future services, recovery action, and reasonable costs incurred in collecting overdue amounts.

We accept payment by the methods notified to you at the time of booking or invoicing. You must ensure that payment is made from an account or card lawfully controlled by you. If a payment is reversed, charged back, or declined after services have been delivered, you remain liable for the outstanding amount. Any payment plan, instalment arrangement, or credit term will be subject to our approval and may be withdrawn if you fail to meet the agreed schedule. Service payment terms do not affect any statutory rights you may have.

Cancellations, Rescheduling and No-Shows

You may cancel or request rescheduling by providing notice within the period stated in your booking confirmation. If no specific period is stated, reasonable notice is expected. Cancellations made with sufficient notice may be eligible for a refund of amounts paid, less any costs already reasonably incurred and any non-refundable deposit where applicable. If you cancel after the service has started or after preparatory work has been completed, you may be charged for the work already carried out and for any committed expenses.

If you are not available at the agreed time, fail to provide access, or are otherwise unable to proceed, this may be treated as a late cancellation or no-show. In those circumstances, we may charge a call-out fee, waiting time, wasted journey costs, or the full price of the booked service where we are unable to redeploy staff or equipment. We will act reasonably when applying any such charge, and any amount sought will reflect our actual loss or the relevant contractual charge disclosed in advance. These cancellation terms apply whether the service is a one-off or recurring appointment.

We may reschedule or cancel a booking where circumstances outside our reasonable control prevent us from performing the service as planned. This may include adverse weather, staff illness, equipment failure, safety concerns, transport disruption, or changes in law. Where this happens, we will seek to offer an alternative date or time. If we cancel and no alternative is acceptable, any advance payment for undelivered services will normally be refunded. We are not responsible for additional losses caused by a lawful cancellation, except where liability cannot be excluded by law.

Liability and Service Standards

We will carry out the services with reasonable care and skill, using competent personnel and appropriate methods. If we fail to meet this standard, you should notify us within a reasonable time after the issue is discovered so that we can investigate and, where appropriate, remedy the problem. Our aim is to complete each UK service agreement professionally and in line with the information provided at booking. However, we do not guarantee that every issue will be capable of resolution where factors beyond our control are involved.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability arising from any booking, whether in contract, tort, breach of statutory duty, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different cap is expressly stated in writing. We are not liable for indirect or consequential losses such as loss of profit, loss of business, or loss of opportunity.

You must take reasonable steps to protect your own property, data, and interests before and during the service. This includes securing valuables, backing up digital files, and informing us of any fragile items, hidden hazards, or special risks. We are not responsible for pre-existing defects, wear and tear, structural issues, or damage caused by materials, conditions, or instructions supplied by you. Any claim for loss or damage must be supported by evidence and reported as soon as reasonably possible so that the matter can be assessed fairly.

Waste Regulations and Disposal

Where our service involves the removal, handling, transport, or disposal of waste, all waste will be managed in accordance with applicable UK waste regulations and any relevant duty of care requirements. You must provide accurate information about the nature of any waste, including whether it contains restricted, hazardous, contaminated, or segregated materials. We may refuse to collect items that cannot be lawfully or safely handled under our service scope. Any unlawful request to dispose of controlled substances, dangerous goods, or prohibited waste will be rejected.

Unless expressly agreed otherwise, the ownership and classification of waste will be determined by the circumstances of collection and the arrangements set out at the time of booking. You warrant that you have the right to request removal of the items presented for disposal and that they are not stolen, unlawfully stored, or subject to third-party rights preventing removal. We may require you to separate waste streams, bag items appropriately, or provide additional information before collection. If the waste is misdescribed, extra charges may apply, and the booking may be suspended until the issue is resolved.

We will use reasonable care to transport and dispose of waste through lawful and authorised channels where required. However, we are not responsible for penalties, delays, or refusals caused by inaccurate descriptions, illegal contents, or access restrictions not disclosed in advance. If the work involves regulated materials, specialist handling may be required and may be outside our standard service terms. In such cases, we may refer the matter for separate quotation, decline the waste element, or require additional compliance documentation before proceeding.

Customer Responsibilities

You must ensure that the site, premises, or location where the service is to be delivered is reasonably safe, accessible, and suitable for the booked work. This includes making available any permissions, keys, parking arrangements, entry instructions, or authorisations needed to complete the service. You are also responsible for ensuring that children, pets, and vulnerable items are protected during the appointment. If we are delayed or prevented from working because your responsibilities have not been met, we may charge for the resulting loss of time or additional attendance.

You must not ask our staff to perform work that is illegal, unsafe, or outside the agreed scope. Any request to vary the service should be agreed before the work is undertaken, and we may charge an additional fee where the variation increases labour, materials, or risk. If you supply materials, equipment, or information that are defective or unsuitable, you accept responsibility for the consequences of their use unless we were negligent in failing to identify an obvious issue. For recurring services, you should keep any information accurate and updated.

Where your booking involves personal data, passwords, access codes, or confidential information, you are responsible for ensuring that disclosure is appropriate and limited to what is necessary for the service. We will process any personal data in line with applicable data protection law and our privacy obligations, using it only for legitimate service, administrative, and legal purposes. We will not misuse your information, and you should not provide data that you are not entitled to share. Any special handling request must be agreed in advance.

Complaints and Rectification

If you are dissatisfied with any part of the service, you should raise the issue promptly so that we can review it and decide whether remedial action is appropriate. Where the complaint is valid and relates to a failure within our control, we may offer a re-performance, partial refund, credit, or other reasonable solution. The remedy offered will depend on the nature of the issue, the work completed, and whether the problem can be corrected without disproportionate cost. Nothing in this section affects your statutory consumer rights.

We may need reasonable access to inspect the issue, obtain supporting information, or return to the site to assess the matter. If you do not allow us a fair opportunity to investigate and fix the problem, this may limit the remedies available. Claims made long after completion may be harder to verify and may not be accepted where evidence has been lost or the condition has changed. Any agreed remedy is provided without admission of liability unless expressly stated otherwise.

These complaint arrangements are intended to resolve issues efficiently and proportionately, without unnecessary formalities. If a matter cannot be resolved informally, the parties may consider using an independent dispute resolution process where suitable. However, you are not required to do so unless a separate agreement or legal process says otherwise. We aim to handle all matters fairly and in good faith in line with the principles of a well-managed UK service contract.

Force Majeure, Governing Law and General Provisions

We are not liable for delay or failure to perform our obligations where the delay or failure is caused by events beyond our reasonable control. This may include fire, flood, severe weather, industrial action, power failure, acts of government, supply interruptions, civil disturbance, or other unforeseen events. Where a force majeure event occurs, we may suspend performance for as long as the event continues. If the event makes performance impossible for a prolonged period, either party may be entitled to cancel the affected booking on reasonable notice.

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 another UK jurisdiction is expressly stated in writing for your specific contract. The courts of England and Wales will have non-exclusive jurisdiction, meaning that claims may be brought there unless the law requires otherwise. If you are a consumer, you may also benefit from any mandatory rights that apply in your local jurisdiction and cannot be waived by contract. The governing law clause applies to the fullest extent permitted by law.

If any part of these terms is held invalid or unenforceable, that part will be read down or severed to the extent necessary, and the remainder will continue to apply. No waiver of any breach will be treated as a waiver of any later breach. These service terms and conditions constitute the entire agreement between the parties in relation to the booking, unless varied in writing by authorised agreement. By confirming a booking, you acknowledge that you have read, understood, and accepted these terms in full.