Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the UK. By placing a booking, confirming an appointment, or instructing us to carry out work, you agree to be bound by the terms set out on this page. Please read them carefully before making a booking. If anything is unclear, it is your responsibility to ask for clarification before the service begins.

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 requesting the service. These terms and conditions for services apply to all bookings unless we agree otherwise in writing. They are intended to create a fair and transparent agreement covering the booking process, payment terms, cancellations, liability, waste handling, and the legal framework governing the relationship between the parties.

We may update these service conditions from time to time to reflect changes in our business practices, operational requirements, or applicable law. The version in force at the time your booking is accepted will apply to that service unless a later version is expressly agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full.

Booking Process

To arrange a service, you must provide accurate and complete information about the work required, including the location, access arrangements, expected scope of work, and any relevant site conditions. A booking request does not become a confirmed contract until we have accepted it. Acceptance may be communicated verbally, by email, through a booking system, or by any other reasonable method. We reserve the right to decline a booking where we are unable to provide the service safely, legally, or within the required timeframe.

When you book a service, you are responsible for ensuring that the details you provide are correct. This includes measurements, descriptions, parking or access restrictions, hazard information, and any special requirements. If the service is materially different from the information supplied at booking, we may need to revise the price, reschedule the appointment, or refuse to proceed until the situation is clarified. Any estimate given before inspection is based on the information available at the time and may change if the actual conditions differ.

You must ensure that the premises are ready at the agreed time and that we can safely access the area where the work is to be carried out. If keys, passes, codes, permits, or authorisations are needed, you must provide them in advance or ensure they are available at the appointment. Delays caused by missing access information, third-party obstruction, or incomplete preparation may result in additional charges or postponement of the service. For some jobs, we may require a deposit or pre-authorisation before confirming the booking.

Payments and Charges

Our prices may be presented as fixed fees, estimates, or hourly rates depending on the type of service. Unless otherwise stated, all prices are shown in pounds sterling and may be subject to VAT where applicable. Any quote or estimate is valid for the period stated in writing, or if no period is stated, for a reasonable time only. We may revise pricing if the scope of work changes, if additional materials are required, or if the circumstances at the site differ from those disclosed at the time of booking.

Payment is due in accordance with the terms agreed at booking, invoice issue, or completion of the service. We may require payment in advance, a deposit, staged payments, or immediate payment on completion. If payment is not made when due, we reserve the right to suspend services, refuse further work, charge interest on overdue sums where permitted by law, and recover reasonable costs associated with collection. You must pay all invoices in full without deduction or set-off unless we agree otherwise or a court requires it.

Any additional charges, including charges for waiting time, parking, congestion-related costs, aborted visits, extra labour, emergency call-outs, or disposal fees, will be explained where reasonably possible. If a service requires us to purchase parts or materials on your behalf, you may be asked to pay for them in advance. Ownership of goods or materials supplied by us may remain with us until full payment has been received, to the extent permitted by law. Receipt of payment does not affect any rights you may have under consumer law.

Cancellations, Rescheduling and No-Access Situations

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is stated at the time of booking, fees already paid may be retained to cover administration, planning, reserved time, and any costs already incurred. If cancellation is made at short notice, particularly where staff, equipment, or materials have been allocated, we may charge a cancellation fee that reflects our reasonable losses. Any deposit paid may be non-refundable where work has been scheduled specifically for you.

Where you wish to change the date or scope of a booking, we will try to accommodate the request, but changes are subject to availability and may affect pricing. If we attend the site and are unable to complete the work because of lack of access, incorrect information, unsafe conditions, or your failure to be present where attendance is required, the appointment may be treated as a missed visit. In those circumstances, we may charge for lost time, travel, and any other direct costs reasonably incurred.

If we need to cancel or rearrange a booking, we will aim to give you as much notice as reasonably possible and offer an alternative appointment where practical. We will not usually be responsible for indirect losses arising from a cancellation or delay, provided the reason is outside our reasonable control or the change is necessary for safety, compliance, or operational reasons. Nothing in these service terms limits any rights you may have where we fail to perform the service with reasonable care and skill.

Service Standards and Liability

We will carry out the service with reasonable care and skill, using suitable staff, equipment, and methods. However, the exact outcome of some services may depend on pre-existing conditions, hidden defects, weather, third-party actions, or information supplied by you. Any timeframes given are estimates unless expressly agreed otherwise. We do not guarantee that every issue can be fully resolved where the condition of the item, property, or site prevents a complete result.

To the fullest extent permitted by law, we shall not be liable for losses that are not reasonably foreseeable, for business interruption, loss of profit, loss of opportunity, or any indirect or consequential loss arising from the provision of the service. Our total liability for any claim arising out of one booking will ordinarily be limited to the amount paid or payable for that booking, except where the law says otherwise. This limitation does not apply to death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

You are responsible for protecting valuable, fragile, or personal items before the service begins. Unless we have expressly agreed to handle such items, we will not be liable for damage resulting from items left in work areas, inadequate protection, or undisclosed hazards. You must tell us about any known risks, including asbestos, structural weakness, electrical issues, water leaks, contamination, or aggressive animals. If we discover a safety issue or a condition that makes the service unsafe, we may stop work immediately and charge for work already carried out.

Waste Regulations and Environmental Compliance

Where our service involves removal, transport, handling, or disposal of waste, all parties must comply with applicable UK waste regulations and environmental requirements. Waste must be described accurately, separated where required, and presented in a manner that allows lawful collection and disposal. You must not conceal hazardous, clinical, electrical, chemical, or prohibited items within general waste without telling us first. Additional charges may apply where waste is heavier, bulkier, or more difficult to process than expected.

We may refuse to handle waste that is unsafe, unlicensed, contaminated, improperly packaged, or outside the scope of the booked service. If we agree to remove waste on your behalf, you confirm that you have the right to dispose of it and that it does not contain any materials whose transfer or disposal would breach the law. Any waste transfer records, duty of care paperwork, or similar documentation will be completed in accordance with applicable legal requirements and our operational procedures.

You are responsible for ensuring that any items presented for collection do not include personal data, restricted materials, or objects belonging to third parties unless you have authority to dispose of them. In some cases, regulated waste may require special handling, segregation, or a different collection method. We may suspend or refuse work if compliance cannot be assured. Where permitted, we may charge for separate disposal routes, protective equipment, loading restrictions, or time spent sorting non-compliant waste.

Customer Obligations

You must co-operate reasonably with us throughout the booking and service period. This includes providing accurate instructions, ensuring safe access, removing obstacles where necessary, and not asking us to perform work that is unlawful, unsafe, or beyond the agreed scope. If your conduct or that of anyone on the premises prevents us from delivering the service, we may withdraw immediately and charge for any work already undertaken. We may also refuse future bookings where behaviour makes service delivery impractical or unsafe.

You confirm that you have the authority to request the service for the premises, item, or location concerned, or that you have the consent of the person who does. If you are booking on behalf of a business, landlord, tenant, or third party, you warrant that you have the necessary authority to bind that person to these terms or to procure the work on their behalf. We will rely on the information you provide in accepting the booking.

You must notify us promptly if circumstances change before the appointment, including access problems, weather-related hazards, building works, or any issue that may affect timing or safety. Failure to do so may result in delay, additional charges, or cancellation fees. Where a service requires preparation by you, that preparation must be completed before our arrival unless we have agreed otherwise. Any failure to prepare appropriately may affect the service outcome.

Complaints and Disputes

If you are dissatisfied with any aspect of the service, you should raise the issue as soon as reasonably possible so that we have an opportunity to investigate and, where appropriate, remedy the matter. We may request photographs, documents, or other information to help assess the concern. This does not limit any statutory rights you may have, and it does not require you to accept a remedy that is not fair or lawful.

Any dispute should first be addressed by good-faith discussion between the parties. If a matter cannot be resolved informally, either party may pursue the matter through the appropriate legal channels. Nothing in these terms prevents either party from seeking urgent relief where necessary. Where a claim is made, both parties should take reasonable steps to reduce further loss and to preserve relevant evidence.

These UK service terms are intended to operate alongside any specific service agreement, written quote, invoice, or order confirmation that applies to your booking. If there is any conflict between this page and a separate written agreement, the separate written agreement will take precedence to the extent of the inconsistency. All other terms remain effective unless expressly replaced.

Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales, unless the parties agree in writing that another part of the UK applies where legally permitted. The courts having jurisdiction will be the courts of the relevant part of the United Kingdom determined by applicable law and the nature of the claim.

If any provision of these terms is held to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it enforceable, and if such modification is not possible it shall be severed without affecting the remainder of the terms. No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right.

By continuing with a booking or accepting the service, you confirm that you have read, understood, and agreed to these service conditions. These terms are designed to provide a balanced framework for both parties and to support a clear, lawful, and professional service relationship. They apply equally to online bookings, telephone bookings, written orders, and any other accepted method of arranging work.