Terms and Conditions for UK Services

These terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking, accepting a quotation, or confirming an order for any service, you agree to be bound by these terms. They are designed to provide clarity on the service agreement, the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework that applies. Nothing in these terms affects any rights you may have under applicable consumer law.

This document applies to a wide range of UK service terms and should be read carefully before placing a booking. If any part of these terms is not clear, it is your responsibility to request clarification before the service begins. We may update these terms from time to time, and the version in force at the time your booking is accepted will apply to that booking unless otherwise required by law.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving or requesting the service. These service terms and conditions apply whether the service is booked for a home, business premises, or another approved location, provided the service falls within the scope agreed in advance.

1. Booking process

A booking is not confirmed until we have accepted it and, where relevant, received any required deposit or advance payment. You may request a service by telephone, email, online form, or other accepted method. Once your request is received, we may provide a quotation, estimated time slot, or proposed scope of work. Any quotation is based on the information you give us and may change if the actual service requirements differ from what was described.

It is your responsibility to ensure that the booking details are accurate, including the service address, access arrangements, dates, times, and any special instructions. If your requirements change after a booking is placed, you must notify us as soon as possible. We may need to revise the quotation, adjust the schedule, or decline to proceed if the change materially affects the service or safety of the work.

2. Acceptance of orders and service scope

We reserve the right to refuse a booking, limit the scope of work, or withdraw an accepted booking where it is reasonable to do so, including where we believe the requested service may be unsafe, unlawful, unsuitable, or beyond the agreed service description. The service will be delivered in accordance with the agreed scope only. Any work outside that scope, including additional time, extra materials, or supplementary labour, may incur further charges.

The customer must ensure that the site is ready for the service to take place. This includes providing safe access, appropriate permissions, and any information needed for us to complete the work efficiently. If delays occur because the site is not prepared, access is restricted, or information is incomplete, we may charge for waiting time, aborted attendance, or additional visits where applicable.

All descriptions, images, and examples used in connection with our service booking terms are intended for general guidance only. Minor differences in method, timing, or output may occur due to site conditions, equipment availability, or other practical factors. Any estimate of completion time is approximate unless expressly stated as fixed.

3. Payments and pricing

Prices are normally confirmed in advance or, where the work is variable, calculated by reference to time, labour, materials, disposal requirements, or other agreed pricing methods. Unless stated otherwise, prices may be quoted exclusive of tax, and any applicable tax will be added at the rate required by law. You are responsible for paying the full amount due for the service, including any agreed extras, surcharges, or call-out charges.

Payment must be made in full by the method and within the timeframe agreed at booking or on invoice. We may require advance payment, a deposit, or staged payments for certain services. Where payment is not made on time, we may suspend further work, withhold delivery of completed work where lawful, charge reasonable recovery costs, and/or cancel future appointments. Late payment may also attract interest or administrative charges where permitted by law.

If a quoted price is based on incorrect information supplied by you, or if the actual service requirement is more complex than originally described, we may adjust the price accordingly before continuing. Any revised amount will be explained to you where reasonably practicable. If you do not accept the revised price, we may be unable to complete the service, and you may still be liable for any work already performed or costs already incurred.

4. Cancellations, postponements, and no-shows

You may cancel or reschedule a booking by notifying us within a reasonable time before the agreed appointment. If you cancel too late, fail to provide access, or are otherwise unavailable when the service team arrives, we may charge a cancellation fee, an abortive attendance fee, or the full amount where work has already commenced or materials have been ordered specifically for your booking.

We may cancel or postpone a booking where necessary for safety, operational, legal, or technical reasons, including severe weather, staff unavailability, equipment failure, or circumstances beyond our control. In such cases, we will aim to offer an alternative time. We are not responsible for indirect losses arising from a cancellation or postponement, provided we have acted reasonably and in accordance with these terms and applicable law.

5. Customer obligations during service delivery

You must take reasonable steps to ensure that the service can be carried out safely and efficiently. This includes making sure that children, pets, vulnerable items, and other hazards are managed appropriately during attendance. You must also tell us about any known risks on site, including asbestos, electrical faults, contaminated materials, restricted access, or other conditions that could affect safe performance of the service.

Where our staff or contractors are required to follow health and safety rules, site policies, or reasonable instructions, you must co-operate fully. We may pause or stop the work if conditions become unsafe or if you do not meet your obligations. Any resulting delay or repeat attendance may be chargeable. Nothing in these terms for services in the UK requires us to continue where doing so would be unsafe or unlawful.

Any goods, fixtures, fittings, or personal items not included in the agreed service remain your responsibility. You should remove or protect items that may be damaged during the service. We may refuse to move items that are heavy, valuable, fragile, hazardous, or likely to cause injury or damage unless this has been expressly agreed in advance.

6. Liability and limitations

We will carry out services with reasonable skill and care. If we fail to do so, our liability will be limited to the remedies available under applicable law and to the extent set out in these terms. We will not be responsible for losses caused by information supplied by you being inaccurate or incomplete, by your instructions, by third-party actions, or by events outside our reasonable control.

Subject to any legal obligations that cannot be excluded, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or other similar losses. Our total liability in connection with any booking will not normally exceed the amount paid for the relevant service, except where a different limit is required by law. Nothing in these UK service conditions limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited.

If a claim arises, you must notify us within a reasonable time after becoming aware of the issue and provide enough detail for us to investigate. Where appropriate, we may inspect the site, review records, or attempt a remedy before any compensation is considered. You must also take reasonable steps to reduce any loss or damage, as failure to do so may affect any claim.

7. Waste regulations and disposal

Where our service involves removal, handling, transport, or disposal of waste, all work will be carried out in accordance with applicable waste regulations and environmental requirements in the United Kingdom. You agree to provide accurate information about the type, quantity, and condition of any waste or materials involved. Certain items may require special handling, separate documentation, or a different disposal route, and these may affect the price or availability of the service.

We may refuse to collect or dispose of materials that are hazardous, prohibited, illegally stored, incorrectly described, or unsafe to handle. You must not ask us to remove waste that would place us in breach of environmental, transport, or licensing rules. Where waste is accepted, you agree that ownership of the waste transfers only when lawful and only for the purpose of responsible handling and disposal in accordance with the agreed service.

It is your responsibility to ensure that any waste presented for collection has been separated, packaged, or identified as required by law or by the agreed service instructions. Any additional sorting, segregation, or specialist disposal may incur extra charges. We may also charge for contamination, incorrect presentation, or refusal by a disposal facility where the waste does not match the information provided.

8. Quality, complaints, and remedy

If you believe the service has not been delivered properly, you should raise the issue as soon as reasonably possible so we can assess it. Depending on the circumstances, our remedy may include re-performing the service, correcting the issue, or offering another lawful solution. Any remedy will be subject to inspection and reasonable verification of the complaint.

We do not guarantee a particular result unless that result has been expressly agreed in writing. Variations in finish, timing, or method may be unavoidable in some services. Normal wear, pre-existing defects, or conditions outside our control do not constitute a breach of these service agreement terms. This clause does not affect any statutory rights you may have as a consumer or business customer.

9. Force majeure and suspension

We will not be responsible for failure or delay in performing our obligations where the failure is caused by an event beyond our reasonable control. This may include extreme weather, fire, flood, accident, strikes, transport disruption, power failure, illness, or government action. In such circumstances, performance may be suspended for the duration of the event, and we may reschedule the booking or cancel it if performance becomes impracticable.

If a force majeure event continues for an extended period, either party may have the right to end the booking on reasonable notice, depending on the nature of the service and the legal position. Any advance payment for undelivered services will be handled in accordance with the actual position at the time of cancellation, less any non-recoverable costs already incurred where permitted by law.

10. Governing law and jurisdiction

These UK service terms and conditions are governed by the law of England and Wales unless another part of the United Kingdom law must apply by reason of mandatory legal rules. Any dispute arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts that have authority under the applicable law, except where consumer legislation gives you the right to bring a claim elsewhere.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision will be treated as removed to the minimum extent necessary, and the remainder of the terms will continue in effect. No failure or delay by us in enforcing any right or remedy will operate as a waiver of that right or remedy.

These terms represent the whole agreement between you and us regarding the relevant service, unless expressly varied in writing. By confirming a booking, you acknowledge that you have read, understood, and agreed to these service terms, including the provisions on booking, payment, cancellation, liability, waste regulations, and governing law.