UK Service Terms and Conditions

These service terms and conditions set out the basis on which 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. Please read them carefully before proceeding. They are intended to create a clear and fair framework for both parties, covering the service booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the agreement.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the services. These conditions apply to domestic and commercial work unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

The purpose of this document is to set expectations and reduce misunderstandings. It explains what happens before, during, and after a booking, including when dates are confirmed, how charges are calculated, and what happens if a job is changed, delayed, or cancelled. It also includes important information about waste disposal and compliance, which is particularly relevant where services involve removal, collection, cleaning, maintenance, or other activities that may generate waste.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by any agreed method, and the details supplied must be complete and accurate. This includes the type of service required, the location, access arrangements, any special instructions, and any factors that may affect the scope, timing, or price of the work. We may rely on the information you provide when preparing a quote or confirming a time slot.

A booking is not confirmed until we have expressly accepted it. Confirmation may be given verbally, electronically, or in writing. Where a quotation is provided, it may be based on limited information and may be revised if additional work, materials, equipment, or labour are required once the service begins. Any estimate is provided in good faith, but it is not a fixed price unless we state that it is a fixed quote. If you change the scope of the work after booking, we may adjust the price and schedule accordingly.

We may need to inspect the site or ask for photographs, measurements, or other details before confirming the booking. If access is restricted, parking is unavailable, utilities are disconnected, or the area is not prepared for the service, we may refuse to start work, postpone the appointment, or charge an additional fee. You are responsible for ensuring that the premises are safe and reasonably ready for the agreed service to take place.

Payments and Charges

Charges for the service will be stated in the quotation, booking confirmation, or invoice, as applicable. Unless otherwise agreed, prices are exclusive of any additional materials, disposal fees, congestion charges, parking charges, or other third-party costs that may apply. Any taxes will be shown where required. We may also require a deposit or advance payment for certain bookings, especially where specialist equipment or substantial materials are involved.

Payment terms must be followed strictly. Unless we agree a different arrangement in writing, payment is due immediately upon completion of the service or within the period stated on the invoice. If you fail to pay on time, we reserve the right to charge interest on overdue sums at the statutory rate and to recover reasonable costs incurred in collecting the debt. We may also suspend further work until all outstanding amounts are settled. Time for payment is an essential term where the service depends on scheduled labour, materials, or third-party arrangements.

If a payment is made by card, bank transfer, or another approved method, you must ensure that the account details and authorisation are correct. Any returned payment, chargeback, or failed transfer may result in additional administrative costs and may be treated as non-payment until cleared funds are received. Where a deposit has been paid, it may be non-refundable unless we state otherwise or the law requires a refund. If a refund is due, it will normally be made using the original payment method, unless another method is agreed.

Cancellations, Changes, and Delays

You may request to cancel or reschedule a booking, but cancellation charges may apply depending on the timing and the resources already committed to the job. If you cancel with short notice, after materials have been ordered, or after labour has been allocated, we may retain some or all of any deposit and may charge for expenses reasonably incurred. Where a booking is rescheduled, we will try to offer an alternative date, but availability cannot be guaranteed.

We may cancel or postpone a booking where necessary due to circumstances beyond our reasonable control, including severe weather, illness, equipment failure, staff shortage, transport disruption, or unsafe conditions. If this happens, we will take reasonable steps to rearrange the service. We will not be responsible for losses arising from such delays where they are outside our control, provided we act reasonably and communicate the issue promptly. If a service cannot proceed safely, we may refuse to continue until the issue has been resolved.

If you are not present at the agreed time, fail to provide access, or do not make the premises available, we may treat the booking as cancelled by you and charge a call-out or wasted visit fee where appropriate. Any change to the original instruction should be agreed before work continues. We are not liable for missed deadlines or inconvenience caused by your failure to provide accurate information, cooperation, or access needed for the service.

Performance of Services

We will carry out the service with reasonable care and skill, using suitable staff, tools, and materials. Where a specific outcome is dependent on factors outside our control, such as hidden defects, pre-existing damage, poor substrate condition, or manufacturer limitations, we do not guarantee a perfect result. Any date or time given for attendance is an estimate unless we expressly say otherwise. We will use reasonable efforts to meet agreed times, but delays may occur.

During the service, you must ensure that the work area remains safe, accessible, and free from obstacles. You must also take reasonable steps to protect valuables, fragile items, and confidential materials. Unless we agree otherwise, it is your responsibility to remove or secure items that may be affected by the work. We may ask you to sign off the service once completed, and failure to object at the time may be treated as acceptance of the work carried out.

If we discover that additional work is needed to complete the service properly or safely, we may pause the job and notify you of the revised scope and price. If you decline the additional work, we may complete only the originally agreed element, provided it can be done safely and without causing damage. Any request for extra work must be confirmed before the extra work is started, unless immediate action is required to prevent injury or serious damage.

Liability and Limitations

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability for losses arising from the service is limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law. We will not be responsible for indirect or consequential loss, loss of profit, loss of business, or loss of goodwill.

We are not liable for damage or loss caused by events outside our control, by the condition of the premises, by hidden defects, or by your failure to follow our reasonable instructions. If we are responsible for any proven loss or damage, our liability will only extend to the direct and reasonably foreseeable loss suffered. You must notify us of any issue within a reasonable time after completion so that the matter can be investigated promptly.

Where applicable, we may rely on exclusions permitted by law for business-to-business services. However, consumer rights are not affected by these terms. Nothing in this document is intended to reduce your statutory rights under UK consumer protection law. Any repair, replacement, re-performance, or price reduction that may be required by law will be handled in accordance with the applicable legal obligations at the time the issue is reported.

Waste Regulations and Environmental Compliance

Where the service generates waste, both parties must comply with applicable UK waste regulations and environmental requirements. Waste must be handled, stored, transported, and disposed of in a lawful and responsible manner. We may remove waste only where this has been agreed in advance and is lawful for us to do so. Certain materials, such as hazardous substances, electrical items, sharp objects, or contaminated waste, may require special handling and may not be accepted without prior arrangement.

Unless otherwise agreed, you remain responsible for identifying any waste that requires special treatment and for disclosing anything hazardous, toxic, infectious, or restricted. If such items are discovered unexpectedly, we may stop work, seek instructions, or arrange specialist disposal at additional cost. You must not ask us to dispose of waste unlawfully or to mix controlled waste with other materials in a way that would breach regulations. We reserve the right to refuse any instruction that would place us in breach of the law.

Any waste transfer, collection, or removal associated with the service will be carried out using reasonable care and in line with relevant legal duties, including record-keeping where required. You agree to cooperate with any lawful request for information needed to comply with waste rules. We may also separate and retain materials that are not waste, such as reusable components or items to be returned to you, if this is consistent with the service agreement. Environmental compliance is a shared responsibility and may affect pricing, scheduling, and service availability.

Customer Responsibilities

You agree to provide accurate information, timely instructions, safe access, and any consents or permissions required for the service to be completed. Where the service involves a property, you confirm that you have authority to arrange the work. If third-party approval is needed, it is your responsibility to obtain it before the booking date. You must also ensure that any site-specific rules, security procedures, or health and safety requirements are communicated in advance.

You must not interfere with the performance of the service or place our staff at risk. Aggressive behaviour, harassment, abuse, or intimidation will not be tolerated and may result in immediate termination of the booking without refund. We may also stop work if conditions become unsafe or if your actions prevent the service from being completed properly. In such cases, any time spent and costs incurred may still be charged.

If you supply materials, instructions, or specifications, you remain responsible for their suitability unless we have expressly agreed to verify them. Any items left with us should be labelled clearly where necessary. We are not responsible for personal items, hidden contents, or undocumented valuables unless we have agreed in writing to take custody of them. Please take care to remove any sensitive or important items before work starts.

Governing Law and General Provisions

These service terms and conditions are governed by the laws of England and Wales, and any dispute or claim arising out of or in connection with them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If the service is supplied in Scotland or Northern Ireland, the applicable local legal rules may apply where required by law, but the agreement is intended to be interpreted consistently with UK legal principles.

We may update these terms from time to time to reflect changes in our services, regulatory requirements, or business practices. The version in force at the time of booking will apply to that booking unless a later version is agreed in writing. No variation to these terms will be effective unless confirmed by us in writing. If we choose not to enforce any part of these terms on one occasion, that will not prevent us from enforcing it later.

These terms, together with the quotation, booking confirmation, and any written amendments, form the entire agreement between the parties in relation to the service. Service booking terms, payment obligations, cancellation rights, liability limits, and waste compliance requirements are all included to promote clarity and reduce dispute. If you do not agree with these conditions, you should not proceed with the booking or allow the service to begin.