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 work to begin, you agree to be bound by these terms. They are designed to create a clear understanding of what is included, what is excluded, and how the service agreement operates from the first enquiry through to completion. Nothing in these terms affects your statutory rights as a consumer under UK law.

Scope of services. We provide a range of professional services as described at the point of booking or quotation. The exact specification, schedule, and any special requirements will be confirmed before the service begins. Any work outside the agreed scope may be refused, postponed, or charged separately if approved by you. Where applicable, the service may depend on access, site conditions, materials, or other practical factors that must be suitable for safe and effective delivery.

These UK service terms apply to online, telephone, email, and in-person bookings unless we expressly state otherwise. If any part of these terms is inconsistent with a specific written agreement signed by both parties, the written agreement will take priority for that specific matter only. All remaining provisions will continue to apply. We may update these terms from time to time, but the version in force at the time of booking will govern that booking unless a change is required by law.

Booking process. A booking is only confirmed when we accept it and, where required, receive any deposit or advance payment. Any quotation provided before booking is an invitation to treat and not a binding offer. We reserve the right to decline or cancel a booking where we cannot safely provide the service, where information supplied is incomplete or inaccurate, or where circumstances materially change before the scheduled date. Please check all booking details carefully, including the service description, date, time, address, and any access instructions.

It is your responsibility to ensure that the person placing the booking has authority to do so on behalf of the customer. By submitting a booking, you confirm that the information provided is true, complete, and accurate to the best of your knowledge. If the service depends on permits, approvals, site access, parking, keys, codes, or third-party availability, you must arrange these in advance unless we have expressly agreed to do so. Failure to prepare the site may result in delay, additional charges, or cancellation of the appointment.

If we need to make a change to the booking, we will contact you using the details supplied at the time of order. We may offer an alternative date, time, or service arrangement where possible. If you do not accept the revised arrangement, you may be entitled to cancel in accordance with the cancellation terms below. We are not responsible for delays caused by events outside our reasonable control, including adverse weather, traffic disruption, staff illness, equipment failure, or supply shortages.

Payments and pricing. All prices are stated in pounds sterling unless otherwise agreed. Unless stated otherwise, prices may be subject to VAT where applicable. A quotation will normally remain valid for the period stated in the quotation or, if no period is stated, for a reasonable time. We may correct obvious pricing errors and will notify you before proceeding if the corrected price is materially different from the quoted amount.

Payment terms may vary depending on the type of service. We may require full payment in advance, part payment on booking, or payment upon completion. If a deposit is requested, the booking may not be secured until the deposit has cleared. Any outstanding balance must be paid by the due date stated on the invoice or payment request. We may suspend performance, withhold completion, or refuse future bookings if payment is overdue. You are responsible for any bank charges, card processing issues, or failed payments not caused by our error.

Where additional charges arise, they may include extra labour, waiting time, disposal fees, materials, specialist equipment, emergency attendance, or work required because the service conditions differ from those disclosed at booking. Any additional charges will be explained where reasonably practicable before being incurred. If immediate action is required to protect health, safety, or property, we may proceed and charge accordingly. We may also charge interest and recovery costs on late payments permitted by law.

Cancellations, rescheduling, and no-shows. If you wish to cancel or reschedule, you must notify us as soon as possible. For many services, a notice period may apply and may be stated in the quotation or booking confirmation. Where no specific notice period is stated, we ask that you provide reasonable notice before the scheduled start time. If you cancel after we have incurred costs or assigned resources to your booking, we may charge a fair amount to cover those costs, subject to applicable law.

Where a deposit has been paid, it may be non-refundable to the extent permitted by law and where it reflects genuine pre-estimated losses, administrative costs, or reserved capacity. If you cancel too late, fail to provide access, are absent at the scheduled time, or the service cannot proceed because the site is unprepared, we may treat this as a late cancellation or no-show and apply an appropriate charge. Rescheduling requests are subject to availability and may be treated as a cancellation if the original appointment can no longer be allocated to another customer.

If we need to cancel or postpone the service, we will aim to give reasonable notice and offer an alternative date or a refund of any prepaid amount for the affected service, unless the delay or cancellation results from your act or omission. We are not responsible for indirect loss arising from a cancellation where the law permits us to exclude such liability. However, nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Liability and service standards. We will provide the service with reasonable care and skill. If we fail to do so, you may be entitled to have the matter remedied, re-performed, or otherwise resolved in accordance with your legal rights. Our responsibility is limited to the service we have agreed to provide and does not extend to defects, issues, or losses caused by pre-existing conditions, hidden faults, misuse, third-party interference, or incomplete information supplied by you.

To the fullest extent permitted by law, we are not liable for loss of profit, loss of business, loss of opportunity, reputational damage, or any indirect or consequential loss. Where liability cannot be excluded, our liability will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a greater amount is required by law. This limitation applies whether the claim is based in contract, tort, negligence, misrepresentation, or otherwise.

You are responsible for ensuring that the service environment is safe and suitable before work begins. This includes making the area accessible, removing hazards where possible, securing valuables, and notifying us of any risks, restrictions, fragile items, pets, asbestos, electrical issues, or other relevant conditions. We may stop work if we believe continuing would be unsafe, unlawful, or likely to cause damage. Any damage caused by your failure to disclose relevant information may not be our responsibility.

Waste regulations and disposal. Where our services generate waste, the handling, storage, transfer, and disposal of waste will be carried out in accordance with applicable UK waste regulations. We may remove only the waste types we have agreed to handle. You must not include prohibited, hazardous, controlled, or unsafe materials unless we have expressly confirmed that we are authorised and equipped to manage them. Examples may include chemicals, clinical waste, asbestos-containing materials, oils, solvents, and electrical items requiring specialist treatment.

It is your responsibility to accurately describe any waste before the service begins. If waste is misclassified, concealed, mixed with unsuitable materials, or exceeds the agreed amount, we may refuse collection, charge an additional fee, or arrange specialist handling at your cost where lawful and practical. We may require you to segregate waste or provide access to relevant documentation. Any waste transfer or disposal records we are legally required to provide will be issued in accordance with applicable law and retention requirements.

By requesting waste removal or related service work, you confirm that you have the right to transfer the waste to us and that, to the best of your knowledge, it has been correctly identified. You must not ask us to transport or dispose of any waste in a manner that would breach the law or create a risk to people, property, or the environment. If we believe a waste load is unsafe or non-compliant, we may decline to proceed and may charge reasonable costs already incurred.

Customer obligations and access. You must provide timely access to the premises or service location and ensure that any instructions we receive are clear and lawful. If keys, codes, passes, parking arrangements, lift access, or on-site approvals are needed, these must be made available in advance or at the agreed time. We are not liable for delay caused by lack of access or by inaccurate directions. If our team is unable to begin work due to access failure, the visit may still be chargeable.

You must also take reasonable steps to protect items that are fragile, valuable, sentimental, or easily damaged. Unless the service specifically includes packing, moving, or storage, we do not accept responsibility for identifying every item at risk. If you request that work proceeds despite an obvious risk, we may decline. Where you are present during the service, you must not interfere in a way that creates risk or prevents completion of the agreed work. Any instructions given on the day may be accepted only if they are safe and reasonable.

Complaints and dispute handling. If you are dissatisfied with the service, you should notify us as soon as reasonably possible and provide enough detail for us to investigate. We may ask for photographs, documents, or other information to help assess the issue. If a valid complaint is confirmed, we may offer a re-performance, corrective action, price adjustment, or refund where appropriate and required by law. We aim to resolve matters fairly and promptly without unnecessary escalation.

Termination and suspension. We may suspend or end the service immediately if you materially breach these terms, fail to pay amounts due, provide false information, or behave in a threatening, abusive, or unsafe manner. We may also stop work where continued performance would breach the law, create a health and safety risk, or compromise our ability to provide the service properly. In such cases, you may remain responsible for work already completed, costs incurred, and any losses caused by your breach, to the extent permitted by law.

We may also terminate a booking where repeated changes, unreasonable demands, or site conditions make performance impractical. If termination is due to our breach, you will be entitled to the remedies available under applicable law. If termination is due to your breach or failure to cooperate, any refund will be reduced by the value of work completed and costs properly incurred. Termination does not affect clauses intended to continue after the service ends, including payment obligations, liability limitations, waste handling duties, and dispute resolution provisions.

Governing law and jurisdiction. These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales unless mandatory law requires otherwise. The courts of England and Wales will have exclusive jurisdiction, except where you are a consumer resident in Scotland or Northern Ireland and entitled by law to bring proceedings in your local courts. If any part of these terms is found unenforceable, the remaining provisions will continue in full force.