Terms and Conditions for UK Services

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 proceeding with any work, you agree to be bound by these terms. Please read them carefully before placing a booking. They are intended to be clear, fair, and practical, and to explain how our UK services are arranged, delivered, paid for, and, where necessary, cancelled or adjusted.

These terms apply to all standard service bookings unless we agree otherwise in writing. They cover the booking process, payment requirements, cancellations, liability, waste handling obligations, and the law that applies to the agreement. They should be read together with any written quotation, estimate, schedule, or service description provided at the time of booking. If there is any inconsistency, the written quotation or service confirmation will normally take priority for the specific service being supplied.

In these terms and conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer receiving the service. A booking may be made by phone, email, online form, or any other accepted method. However, a booking is only confirmed once we have acknowledged it and, where required, received any deposit or advance payment. We may refuse or decline a booking at our discretion where we are unable to meet the requested date, scope, or safety requirements.

1. Booking process
All service requests are subject to availability and confirmation. A quotation or estimate is provided on the basis of the information you give us, including the type of work, location, access, timing, and any special requirements. If the information changes before or during the service, we may revise the quotation, schedule, or completion time. Any changes requested after booking may result in additional charges.

Once you submit a booking request, we may ask for further details to confirm suitability. This can include photographs, measurements, access information, or a description of the work required. You are responsible for ensuring that all information provided is accurate and complete. We will rely on that information when allocating staff, materials, or equipment. If we discover that the information supplied was incomplete or incorrect, we may amend the price, delay the service, or cancel the booking where necessary.

We aim to keep our service booking terms straightforward. The date and time of attendance are estimates unless we have expressly confirmed otherwise. Traffic, weather, operational needs, or other factors outside our control may affect arrival times. We will use reasonable efforts to attend at the agreed time, but time is not of the essence unless we state this in writing. If you require access arrangements, parking permissions, security codes, or any other supporting details, these must be provided in advance.

2. Payments and charges
Prices are shown in pounds sterling unless stated otherwise. Unless a quotation says the price is fixed, the charge may change if the scope of work changes, if additional time is required, or if unforeseen conditions arise. Any estimate is based on the information available at the time and does not constitute a guaranteed final price unless expressly labelled as fixed. We may require a deposit, part-payment, or full payment in advance for certain services.

Payment must be made by the method we accept at the time of booking or invoicing. Where payment is due after completion, invoices should be settled by the due date stated on the invoice or confirmation. If payment is late, we reserve the right to charge reasonable interest and any applicable recovery costs, subject to the limits permitted by law. We may also suspend or withhold future services until outstanding balances are cleared.

Any discounts, promotions, or special rates apply only where clearly stated and may be withdrawn at any time before a booking is accepted. Promotional offers cannot usually be combined unless we specifically agree. If you cancel after materials have been ordered, staff allocated, or preparatory work started, we may charge for the costs already incurred. This can include labour, travel, parking, special equipment, admin time, and non-returnable materials. In some cases, a cancellation fee may also apply.

3. Access, preparation, and customer duties
You must ensure that the service location is reasonably accessible and safe for our personnel to carry out the work. This includes providing accurate access details, making arrangements for entry, and removing any obstacles that could prevent the service from being completed. If we cannot gain access at the agreed time, or if the site is unsafe, we may treat the visit as a late cancellation and charge accordingly.

You are responsible for securing valuables, fragile items, and personal belongings before the service begins. Unless we agree otherwise, we do not handle items that are outside the agreed scope of work. You must tell us about any hidden hazards, such as asbestos, sharp materials, structural issues, contaminated waste, pests, or other risks. If a hazard is discovered during the service, we may stop work until the issue is resolved.

We expect customers to cooperate with reasonable instructions that help us provide the service efficiently and safely. If you, your household, staff, contractors, or visitors interfere with the work, we may suspend or end the service. In such cases, we are not liable for resulting delays or incomplete work caused by that interference. Any extra time required to finish the job may be charged at our prevailing rates.

4. Cancellations, rescheduling, and refunds
If you wish to cancel or change a booking, you should notify us as soon as possible. Cancellation rights may depend on how much notice you give and whether work has already started. If you cancel well in advance and no costs have been incurred, you may not be charged. However, where we have reserved time, ordered materials, or begun preparations, we may retain all or part of any deposit to cover reasonable losses.

If you ask to reschedule, we will try to accommodate the new date subject to availability. A change in date does not remove any costs already incurred. Where repeated changes are requested, we may treat the booking as cancelled and apply the relevant charges. If we need to cancel or rearrange due to illness, safety, operational issues, or events beyond our control, we will seek to offer an alternative date or a refund of any amount paid for the unperformed portion of the service.

Consumer rights under UK law may apply where the booking is made by an individual acting outside a business context. Nothing in these service terms and conditions is intended to remove or reduce statutory rights that cannot legally be excluded. If a refund is due, it will usually be processed using the same method as the original payment unless another method is agreed. Refunds may take a reasonable time to appear, depending on the payment provider.

5. Liability
We will provide our services with reasonable care and skill. If we fail to do so, we may repeat the service, correct the issue, or provide an appropriate reduction in price, depending on the circumstances and the remedies required by law. Our responsibility is limited to losses that are foreseeable and directly caused by our breach or negligence. We are not responsible for indirect or consequential losses, such as loss of profit, loss of opportunity, or reputational damage, except where the law says otherwise.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under applicable law. We also do not exclude rights you may have under mandatory consumer protection rules. Any claim relating to our UK service agreement should be raised promptly after the issue is discovered so that we have a reasonable opportunity to inspect, assess, and resolve it.

If a third party contributes to the problem, or if the issue arises because of incorrect information, unsafe conditions, or your failure to follow our instructions, our liability may be reduced or excluded to the extent permitted by law. We are not responsible for pre-existing defects, hidden faults, or damage caused by normal wear and tear unless we have expressly agreed to take responsibility for them in writing.

6. Waste regulations and disposal
Where our service produces waste, both parties must comply with applicable UK waste laws and environmental requirements. You must tell us in advance about any items that may be hazardous, controlled, electrical, sharp, contaminated, or difficult to dispose of. We may refuse to remove or handle waste that we consider unsafe, unlawful, or outside the scope of the booking. Additional charges may apply for specialist handling, segregation, transport, or disposal.

You remain responsible for ensuring that waste presented for removal is accurately described and does not contain prohibited materials unless we have specifically agreed otherwise. We may ask you to separate recyclable, general, and restricted waste before collection or completion of the service. If we identify waste that requires special treatment, we may pause the service and revise the price. We may also refuse disposal where doing so would create a risk to health, safety, or compliance.

Where required, waste may be transferred only to authorised facilities or handled in accordance with applicable documentation and transport rules. You agree not to request that we dispose of items unlawfully or in a way that breaches environmental regulations. If you provide waste that is incorrectly described, you may be liable for any fines, penalties, clean-up costs, or losses arising from that misdescription, to the extent permitted by law.

7. Force majeure
We are not liable for delays or failures caused by events beyond our reasonable control. These may include severe weather, transport disruption, industrial action, supply shortages, power failures, acts of public authority, fire, flooding, accident, or other unforeseen events. If such an event occurs, we may suspend the service, extend the timetable, or cancel the booking if performance becomes impracticable. We will use reasonable efforts to minimise disruption.

8. Variations and entire agreement
No amendment to these terms and conditions for services will be valid unless agreed by us in writing, unless the change is required by law. Any quotation, order confirmation, or written service schedule forms part of the agreement and should be read together with these terms. If a court or authority finds any part of these terms unenforceable, the remaining provisions will continue in effect. Any failure by us to enforce a provision does not waive our right to do so later.

9. Governing law
These terms and any dispute or claim arising from them are governed by the laws of England and Wales unless mandatory rules provide otherwise. The courts of England and Wales will have non-exclusive jurisdiction, meaning that claims may be brought there subject to any applicable consumer protections or other legal requirements. If you are using our services as a consumer in another part of the UK, any protections given by law in your place of residence remain unaffected where those protections cannot be excluded.