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 placing a booking, accepting a quotation, or allowing work to begin, you agree to be bound by these terms. They are intended to create a clear and fair agreement covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the contract. Please read them carefully before proceeding.

In these terms, references to “we”, “us” and “our” mean the service provider, and “you” means the customer, client, or any person acting on the customer’s behalf. These UK service terms apply to all services supplied unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Nothing in these terms affects your statutory rights where they apply. If you are dealing as a consumer, additional protections may be available under UK consumer law. If you are booking on behalf of a business, organisation, landlord, or other entity, you confirm that you have authority to do so and that the entity will be responsible for payment and compliance with the agreement.

1. Booking Process

Bookings may be made by phone, email, online form, written request, or any other method we make available from time to time. A booking is only confirmed when we have accepted it and, where required, received any deposit or upfront payment. Any quotation or estimate provided before confirmation is based on the information available at the time and may change if the scope, site conditions, or customer instructions differ from those originally described.

You must provide accurate, complete, and current information when making a booking. This includes the service address, access arrangements, any relevant hazards, parking restrictions, time constraints, and any special requirements that could affect the delivery of the service. If information later proves to be incorrect or incomplete, we may revise the price, adjust the schedule, or withdraw from the booking where performance would be unsafe, impractical, or uneconomic.

We will use reasonable efforts to attend on the agreed date and time, but all times are estimates unless expressly stated as fixed appointments. Delays may occur because of traffic, weather, supplier issues, staff availability, or circumstances outside our control. Where possible, we will notify you of significant delays and arrange a revised appointment. We are not responsible for losses caused by unavoidable delay unless required by law.

2. Scope of Services

The services we provide will be those described in the booking confirmation, quotation, invoice, or written agreement. Any additional tasks requested on the day may be treated as extra work and charged separately. We are not obliged to carry out services that fall outside the agreed scope, are unsafe, or require equipment, permits, materials, or access not originally included.

You are responsible for ensuring that the premises, equipment, vehicles, items, or areas involved in the service are suitably prepared. This includes clearing access routes, securing pets, removing fragile items where appropriate, and making available any information we reasonably request. If our team is delayed or prevented from carrying out the work because access was not provided or conditions were unsuitable, a wasted attendance charge may apply.

Where our service depends on customer approvals, instructions, or selections, you must provide them promptly. Any failure to do so may delay completion and may affect the quality or timing of the work. We may suspend the service until the relevant information or approval is received.

3. Prices and Payment

Unless we state otherwise, prices are quoted in pounds sterling and may be exclusive of VAT or other applicable taxes. We may revise a price if the customer changes the scope, if the actual work differs from the booking description, if materials or labour costs change significantly before completion, or if unforeseen conditions are discovered. Any revised charge will be explained as far as reasonably practicable.

Payment terms will be set out in the quotation, invoice, or booking confirmation. In many cases, full payment is required on completion, though deposits, part payments, staged payments, or advance payment may be requested. Where an invoice is issued, it must be paid by the due date stated on the invoice. We reserve the right to stop work, withhold delivery, or suspend future services if payment is overdue.

Late payments may incur interest and reasonable recovery costs to the extent permitted by law. We may also charge administrative fees for failed payments, chargebacks, or repeated payment reversals where the issue is not caused by our error. Title to any goods supplied, if applicable, remains with us until payment has been received in full.

4. Cancellations, Rescheduling, and Customer Changes

You may cancel or reschedule by giving us notice in writing or through the method used for the original booking. Cancellation fees may apply depending on how close the notice is to the scheduled service date and whether we have already incurred costs, reserved staff, ordered materials, or lost other work as a result of the booking. Any deposit paid may be non-refundable, unless the law requires otherwise.

If you request a change to the booking, we will consider the request in good faith, but we are not obliged to accept it. A change in date, time, access conditions, site details, or scope may be treated as a new booking or may attract an additional charge. Where a repeated reschedule causes operational difficulty, we may cancel the booking and charge reasonable costs incurred.

We may cancel or postpone a booking if we are unable to carry out the service safely, if payment has not been made, if you fail to provide necessary access or information, or if there are events beyond our reasonable control. In such cases, we will try to offer an alternative date. If cancellation is due to our fault, any prepaid sums for unperformed work will normally be refunded, subject to lawful deductions where permitted.

5. Liability and Risk

We will carry out our services with reasonable care and skill. However, to the fullest extent permitted by law, we will not be liable for losses that are not reasonably foreseeable, for indirect or consequential losses, or for business losses where the customer is a consumer, except where such exclusion is not permitted. 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 legally be excluded.

You must tell us about any known risks, fragile items, hidden defects, underlying issues, or pre-existing damage before the service begins. We are not responsible for damage caused by defective installations, pre-existing faults, unsuitable materials, or conditions that were not reasonably apparent at the time of service. If an item or area is particularly valuable, delicate, or high-risk, you should take suitable protective measures and inform us in advance.

If we are liable for loss or damage, our liability will usually be limited, where lawful, to the amount paid or payable for the relevant service, or to the cost of repair or replacement of the affected item, whichever is lower and reasonable in the circumstances. We will not be responsible for losses arising from information you supplied incorrectly or from instructions you gave against our advice.

6. Waste Regulations and Environmental Compliance

Where the service involves the removal, handling, transport, or disposal of waste, you agree to comply with all applicable waste regulations and environmental rules in force in the UK. You must tell us in advance about any hazardous, clinical, electrical, chemical, sharp, contaminated, or restricted waste. We may refuse to collect items that are prohibited, unsafe, improperly packaged, or not described accurately at the time of booking.

We will handle waste in a lawful and responsible way and may use licensed carriers, transfer facilities, or disposal partners where required. You confirm that any waste handed over to us is yours to dispose of or that you are authorised to arrange its removal. If waste is misdescribed, mixed with prohibited materials, or contains items requiring special treatment, additional charges may apply and we may separate, quarantine, or return the waste where permitted.

Customers must not ask us to dispose of items unlawfully or to bypass environmental requirements. If we reasonably believe that waste has been presented in breach of law, we may refuse collection, suspend the service, report the matter where required, and recover any associated costs. These provisions apply equally to domestic and commercial waste services.

7. Customer Responsibilities

You are responsible for ensuring that you, your representatives, and anyone at the premises cooperate with the service. This includes providing safe access, accurate instructions, and any necessary permits, permissions, or approvals. You must take reasonable steps to protect valuables, confidential materials, and vulnerable surfaces before the service starts unless we have expressly agreed to do so.

If our team is unable to complete the service because of your failure to cooperate, because the site is unsafe, or because of blocked access, we may still charge for time spent, travel, materials ordered, and any wasted attendance. Any property, equipment, or materials left with us remain subject to reasonable care while in our possession, but you remain responsible for items not handed over or not under our control.

You must inspect completed work promptly and notify us of any apparent issue within a reasonable time. If you continue to use or alter the completed service after discovering a concern, this may affect our ability to investigate and may reduce or remove any remedy that would otherwise be available.

8. Complaints, Remedies, and Corrections

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible and provide enough detail for us to investigate. Where a valid issue is identified, we may offer to re-perform part of the service, repair the defect, reduce the price, or provide another remedy that is fair and legally appropriate. The remedy offered will depend on the nature of the problem and the circumstances.

We will not be responsible for minor variations that do not materially affect the service outcome, or for issues caused by third-party work, misuse, normal wear and tear, or failure to follow instructions. Any remedy is subject to reasonable access, cooperation, and the opportunity for us to inspect the issue first.

Nothing in this section limits any legal rights you may have under consumer law. If a particular service is subject to a separate guarantee, warranty, or service level agreement, that document will apply alongside these terms unless it expressly states otherwise.

9. Force Majeure

We will not be in breach of these terms where a delay or failure to perform is caused by events beyond our reasonable control. This may include severe weather, fire, flood, epidemic, industrial action, transport disruption, power failure, acts of government, supplier failure, or other unforeseen events. In such circumstances, we may suspend the service, change the schedule, or cancel the booking if performance becomes impossible or impractical.

If a force majeure event occurs, we will aim to minimise disruption and, where appropriate, reschedule the service within a reasonable time. We will not be liable for losses arising from the event itself, provided we take reasonable steps to reduce its impact. Any money paid in advance for work not carried out may be refunded, subject to deductions for work already completed or costs already incurred where lawful.

For the avoidance of doubt, a force majeure event does not include ordinary business inconvenience, internal staffing issues that could reasonably have been managed, or financial difficulty. Only genuine external events beyond our reasonable control will qualify under this clause.

10. Governing Law and General Terms

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the law of England and Wales, unless we agree otherwise in writing. If you are resident in Scotland or Northern Ireland, mandatory local consumer protections may still apply where they cannot lawfully be excluded.

Any dispute should first be raised with us in writing so that we may attempt to resolve it informally and promptly. If the matter cannot be resolved, either party may pursue the available legal remedies. No delay or failure by us to enforce any term will be treated as a waiver of that term. If we choose not to enforce a right on one occasion, that does not mean we have given up that right generally.

If a court or competent authority finds any part of these service conditions invalid or unenforceable, that part will be severed to the extent necessary and the rest will continue to apply. These terms, together with the accepted booking details and any written variations, form the entire agreement between the parties concerning the services.