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 placing a booking, accepting a quotation, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before confirming any order, as they explain how the booking process works, how payments are handled, when cancellations may apply, and what responsibilities each party has during and after the service.

These terms are intended to be fair, clear, and easy to understand. They apply to all standard service arrangements unless we have agreed otherwise in writing. In these conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service. If any part of these terms is inconsistent with a specific written agreement, the written agreement will take priority to the extent of that inconsistency.

We may update these terms and conditions from time to time to reflect changes in our business, operational requirements, or applicable law. The version in force at the time of your booking will normally apply to that booking. Any changes will not affect bookings already accepted unless required by law or unless both parties agree otherwise. Your continued use of our services after an update will be treated as acceptance of the revised terms where permitted.

Booking Process

All bookings are subject to availability and our confirmation. A booking request may be made by any approved ordering method, and no contract will exist until we have accepted your request. We may ask for details needed to assess the job, such as the type of service required, access conditions, timing preferences, site information, or any special requirements. Accurate information is essential because our quotation, scheduling, and safety planning depend on it.

Once we provide a quotation, it may remain valid for a limited period stated within the quotation or otherwise for a reasonable time. Acceptance of a quotation may be made by written approval, online confirmation, payment of a deposit, or another method we specify. We reserve the right to refuse or cancel a booking before acceptance if we cannot reasonably perform the service, if the request falls outside our scope, or if there are concerns about safety, legality, or suitability.

We aim to provide a clear service booking confirmation that identifies the agreed service, date or estimated timeframe, any price estimate or fixed price, and any important conditions. You should check the confirmation promptly and tell us immediately if anything is incorrect. If you fail to provide access, information, or instructions needed to carry out the work, this may delay the service, increase the charge, or result in cancellation with applicable fees.

Payments and Pricing

Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Any price estimate is based on the information supplied at the time of quotation. If the actual circumstances differ materially from the information provided, we may revise the price to reflect additional labour, materials, travel, disposal, waiting time, or other necessary costs. Where a fixed price has been agreed, it applies only to the scope clearly described in the booking confirmation.

Payment terms may vary depending on the service, but in most cases payment is due on or before completion, or in advance where required. We may request a deposit to secure a booking, particularly for larger jobs, repeat appointments, specialist work, or items that must be ordered before the service can begin. Deposits may be non-refundable except where cancellation rights under these terms or applicable law say otherwise. Failure to pay on time may result in suspension of the service and recovery action for unpaid sums.

We may charge for reasonable additional work requested by you during the course of the service, provided we tell you about the likely additional cost beforehand where practicable. Any discounts, promotional prices, or special offers are offered at our discretion and may be withdrawn at any time for future bookings. Unless specifically agreed, we do not accept responsibility for bank charges, exchange differences, or third-party payment processing delays. You must ensure that your payment method has sufficient funds and is valid at the time of transaction.

Cancellations, Changes, and Delays

You may cancel or reschedule a booking by notifying us as soon as possible. Cancellation charges may apply depending on how much notice you give, whether we have already reserved time or resources, and whether materials or third-party services have been committed. Where a cancellation is made after work has started, you may be charged for the work completed and any costs already incurred. If you need to change the date, scope, or location of the service, we will try to accommodate the change, but we cannot guarantee availability.

We may cancel or postpone a booking if circumstances beyond our reasonable control prevent us from delivering the service safely or on time, including adverse weather, staff illness, supply failures, transport disruption, or site conditions that make performance impractical. If we cancel for reasons within our control and you have already paid for services not yet provided, we will normally offer a refund of the unused portion or arrange a new date. We do not accept liability for indirect losses caused by rescheduling where no fault rests with us.

If you are unable to provide access to the property, equipment, or site at the agreed time, we may treat this as a late cancellation or failed appointment. In such cases, we may charge a call-out fee, waiting time, or part of the agreed fee. We are not responsible for delay where it is caused by your actions, incomplete instructions, unsafe access, or failure to prepare the site reasonably. Timeframes provided are estimates unless we expressly say otherwise.

Liability and Service Standards

We will carry out the service with reasonable care and skill, using competent staff and suitable materials where included in the agreed scope. If we fail to meet this standard, we will normally be entitled to put matters right within a reasonable time by re-performing the service or correcting the issue, unless this is impossible or disproportionate. Your legal rights as a consumer are not affected by these terms and remain available where applicable.

Our liability for loss or damage is limited to losses that are foreseeable and arise directly from our breach of contract or negligence. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to this, we will not be liable for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, or business interruption unless required by law.

To the fullest extent permitted by law, our total liability for any claim arising out of a specific booking will not exceed the total amount paid or payable for that booking, unless we agree otherwise in writing or law requires a different limit. You are responsible for protecting any valuable, fragile, or sensitive items before work begins, unless we have expressly agreed to handle them. Please tell us in advance about hidden hazards, utilities, restricted areas, or other risks that could affect safe performance.

Waste, Materials, and Regulatory Compliance

Where our services involve removal, disposal, transportation, or handling of waste, both parties must comply with applicable waste regulations and environmental laws in the UK. You must provide accurate information about the type of waste, its source, and whether it includes hazardous, mixed, or restricted items. We may refuse to handle items that are unsafe, illegal to move, or outside the scope of our licence, registration, or operational procedures. Any incorrect description of waste may result in additional charges or cancellation of the service.

Unless expressly agreed otherwise, you remain responsible for ensuring that any waste presented for collection is lawfully available for removal and does not contain prohibited materials, confidential information, or items requiring specialist treatment. If we remove waste on your behalf, title to the waste passes to us only where permitted by law and only once it has been properly transferred in accordance with the relevant rules. We may request signatures, transfer notes, descriptions, or other records needed to demonstrate lawful handling and disposal.

Any materials supplied by us remain our property until paid for in full where retention of title is permitted by law. You must use any supplied materials in accordance with manufacturer instructions and any relevant safety guidance. If you choose to reuse, alter, or combine supplied materials with other products or existing installations, you do so at your own risk unless we have expressly approved that approach in writing. We may also require you to separate, sort, or secure certain waste streams before collection.

Customer Responsibilities

You agree to cooperate with us reasonably before, during, and after the service. This includes providing accurate information, ensuring safe access, obtaining any permissions or consents needed for the work, and removing obstacles that may prevent completion. You are responsible for notifying us of any known health and safety issues, such as asbestos, unstable structures, live electrical risks, contaminated materials, or pets that may interfere with the service.

You must ensure that anyone acting on your behalf has authority to confirm the booking, approve changes, or accept completion of the service. If you instruct us to proceed despite a recommendation to the contrary, you do so at your own risk, and we may ask you to confirm that instruction in writing. We are entitled to rely on the accuracy of information you provide unless we have reason to believe it is incorrect.

Where the service is performed at your premises or a site under your control, you are responsible for securing valuables, backing up digital information, and protecting nearby fixtures, furniture, and surfaces that are not part of the work scope. If you fail to do so, we are not liable for resulting loss or damage except where caused by our negligence. You must also ensure that any children, visitors, or unauthorised persons are kept away from the working area where necessary for safety.

Complaints, Termination, and General Terms

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time so we can investigate and, where appropriate, resolve the matter. We may ask for photographs, descriptions, or other evidence to help assess the issue. Making a complaint does not remove your obligation to pay undisputed amounts on time. Any remedy we offer will depend on the nature of the problem and the legal rights available to you.

We may terminate or suspend the service if you seriously breach these terms, fail to pay amounts due, provide unsafe working conditions, or behave abusively toward our staff. Termination does not affect rights and obligations that are intended to continue after the service ends, including payment obligations, liability limits, and governing law. If any provision is found to be unenforceable, the remainder of the terms will continue in full force to the extent permitted by law.

Governing law: these UK service terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales shall have jurisdiction, although if you are a consumer, you may benefit from additional rights under applicable law in your home jurisdiction where such rights cannot be excluded. These terms form the entire agreement between the parties in relation to the booking, subject to any written variation we both sign or accept.