UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided, booked, paid for, cancelled, and delivered. They are intended to create clarity between the service provider and the customer, so both parties understand what is included, what is excluded, and how each stage of the service process works. By placing an order, making a booking, or confirming an appointment, the customer agrees to be bound by these terms and conditions.

Throughout this document, references to the company, we, us, and our mean the service provider. References to you and your mean the customer, client, or person making the booking. These service terms apply to all standard and bespoke services unless a separate written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

We may update or revise these service terms and conditions from time to time. Any changes will take effect when published or otherwise communicated, unless a later effective date is specified. It is your responsibility to review the latest version before booking. Continued use of our services after any update will be treated as acceptance of the revised terms.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking may be made through an approved ordering method, such as online submission, written request, telephone confirmation, or another agreed channel. A booking is only considered confirmed when we have issued a confirmation or otherwise indicated acceptance in writing. Any quotation provided before confirmation is an invitation to treat and does not guarantee availability, pricing, or service delivery.

During the booking process, you must provide accurate and complete information, including the service required, the preferred date or time, access details, site conditions, and any relevant instructions. If the information supplied is incomplete, inaccurate, or misleading, we may revise the booking, amend the price, delay delivery, or cancel the service where necessary. We are not responsible for delays or additional costs caused by incorrect information supplied by you or by failure to prepare the service location properly.

Service requirements and customer responsibilities

You are responsible for ensuring that the site or premises are ready for the agreed service. This includes providing safe access, any required permissions, and any preparations reasonably necessary for the work to be carried out. Where the service depends on third-party access, parking, permits, building rules, or similar conditions, it is your responsibility to secure them in advance unless otherwise agreed in writing.

We may refuse, suspend, or reschedule a booking if the conditions at the location present a safety risk, if the work requested is outside scope, or if completing the service would require unlawful conduct or unreasonable deviation from the original agreement. If a service cannot proceed because of matters outside our control, we may charge for time spent, attendance, or preparatory work already completed, where appropriate and lawful.

2. Prices and Payments

Prices are normally quoted in pounds sterling and may be stated inclusive or exclusive of VAT, where applicable. Unless otherwise agreed, quotes are based on the information available at the time and may be adjusted if the scope, timing, access conditions, or service requirements change. Any additional work requested by you, or reasonably required due to changed circumstances, may be charged at our then-current rates.

Payment terms will be confirmed at the point of booking or within the invoice issued after completion, depending on the nature of the service. We may require a deposit, part payment, or full payment in advance before work is scheduled. Where payment is due after service delivery, payment must be made by the deadline stated on the invoice. Failure to pay on time may result in the suspension of services, cancellation of future appointments, or recovery action.

We reserve the right to apply reasonable charges for administration, failed attendance, or cancelled bookings where notice requirements are not met. If a payment is reversed, declined, or disputed without valid reason, you may be liable for bank charges, collection costs, and reasonable administrative expenses arising from the non-payment. Interest may be charged on overdue sums in accordance with applicable law.

3. Cancellations, Changes, and Rescheduling

If you need to cancel or change a booking, you must give notice as soon as possible. Cancellations made with sufficient notice may be eligible for a full or partial refund, depending on the service type, preparation already completed, and any non-recoverable costs incurred by us. For time-sensitive services, short-notice cancellations may be subject to a cancellation fee or forfeiture of a deposit.

We may cancel or reschedule a booking where necessary due to staff illness, safety concerns, equipment failure, adverse conditions, supplier issues, legal restrictions, or other events beyond our reasonable control. In such cases, we will use reasonable efforts to rearrange the service at a suitable alternative time. If rescheduling is not possible, any prepayment for the cancelled element will normally be refunded, subject to deductions permitted by law for work already completed or costs already incurred.

Where a customer repeatedly changes bookings, gives late notice, or fails to attend an agreed appointment, we may require advance payment for future bookings, limit availability, or decline further service requests. This is intended to ensure fair allocation of resources and to avoid loss caused by repeatedly reserved but unused appointment slots.

4. Service Delivery and Performance

We will provide the services with reasonable skill and care, in accordance with the description given at the time of booking and any agreed written specification. Any times or dates given are estimates unless expressly confirmed as fixed. Delays may occur due to operational issues, weather, access restrictions, traffic, or other circumstances outside our control. Time is not of the essence unless we expressly agree otherwise in writing.

You agree to co-operate with us where reasonably required to enable the service to be completed. This may include granting access, confirming instructions, providing approvals, or making available relevant facilities. If your failure to co-operate causes delay, extra cost, or incomplete delivery, we may suspend the work or charge for reasonable additional time and expenses.

If the service includes materials, parts, or consumables, title may remain with us until all sums due have been paid in full, unless otherwise stated in writing. Any estimates of duration, output, or results are based on reasonable professional judgment and cannot be treated as a guarantee unless specifically promised in the contract.

5. Liability and Limitations

Nothing in these terms and conditions for services excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, our liability is limited as set out below.

We will not be liable for loss or damage arising from information, instructions, materials, or approvals provided by you that are incomplete, incorrect, or unsuitable. We are also not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or anticipated savings, except where such exclusion is prohibited by law. If we are found liable for any direct loss, our total liability shall not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

We are not responsible for damage caused by hidden defects, pre-existing faults, structural problems, misuse, negligent handling by you or a third party, or failure to follow reasonable instructions after service completion. You should take reasonable steps to protect valuables, fragile items, and any area affected by the work. Any claim for loss or damage must be notified within a reasonable time after discovery, together with sufficient detail to allow proper assessment.

6. Waste Regulations and Environmental Compliance

Where our services generate, collect, remove, or dispose of waste, both parties must comply with applicable waste regulations, environmental laws, and duty of care requirements in force in the UK. Waste must be handled, stored, transported, and disposed of lawfully and in a manner consistent with the nature of the material involved. If special handling, segregation, or documentation is required, you must tell us in advance.

You must not present hazardous, prohibited, contaminated, or illegal materials for removal unless we have expressly agreed in writing and have the legal authority, equipment, and procedures to deal with them. We may refuse to handle waste that is unsafe, incorrectly described, or not suitable for the service agreed. If additional compliance steps are needed, including sorting, packaging, labelling, weighing, or transfer documentation, we may charge for the extra work involved.

Any items left for collection or disposal remain your responsibility until they are lawfully transferred or removed in accordance with the agreed process. You should ensure that waste is accurately described and that no restricted items are included unless previously approved. Where we arrange disposal through an authorised third party, the service is still subject to applicable waste carrier and transfer rules, and you agree to provide information reasonably required for compliance.

7. Customer Warranties and Misuse

You warrant that you have the authority to request the service and to permit access to the relevant premises, goods, or materials. You also confirm that any information supplied for the booking is true, current, and complete. If you act on behalf of another person or organisation, you confirm that you are authorised to bind them to these service terms or that you accept responsibility for the booking yourself.

You must not use our services for unlawful, deceptive, dangerous, or abusive purposes. You must not ask us to breach any law, ignore safety requirements, or handle regulated items without proper disclosure. We may immediately suspend or terminate the service if we reasonably believe that continued performance would be unsafe, illegal, or damaging to our business, staff, or third parties.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can review the matter and, where appropriate, take remedial action. Depending on the issue, a remedy may include re-performance, correction, partial refund, or other reasonable solution. Any remedy will be determined in good faith, taking account of the nature of the service, the stage reached, and the actual loss caused.

Failure to raise a complaint promptly may affect our ability to investigate or offer a practical remedy. This does not limit your statutory rights where they apply. Any remedy provided under these terms is in addition to, and not instead of, rights that cannot lawfully be excluded or restricted.

9. Force Majeure

We will not be liable for delay or failure to perform our obligations where such delay or failure is caused by an event beyond our reasonable control. This includes, without limitation, severe weather, fire, flood, epidemic, industrial action, transport disruption, supply shortages, power failure, government action, or the failure of third parties on whom we rely.

Where a force majeure event occurs, we will use reasonable efforts to minimise disruption and resume service as soon as reasonably practicable. If performance becomes impossible or commercially impractical for an extended period, either party may be entitled to terminate the affected booking on reasonable notice, subject to payment for work already performed and any unavoidable costs properly incurred.

10. Governing Law and Jurisdiction

These UK service terms and conditions are governed by the laws of England and Wales, unless another part of the United Kingdom is expressly stated in a written contract. The courts having jurisdiction in the relevant part of the UK will have exclusive authority to settle disputes arising from or connected with these terms, subject to any mandatory consumer rights or alternative legal requirements that cannot be excluded.

Severability: If any provision of these terms is held invalid, unlawful, or unenforceable, that provision shall be treated as modified to the minimum extent necessary to make it valid, or, if that is not possible, severed from the remainder. The rest of the terms will continue in effect. No waiver by us of any breach shall operate as a waiver of any later breach.

Entire agreement: These terms, together with any written quotation or booking confirmation, form the entire agreement between the parties in relation to the services. No statement made before the booking will override these terms unless confirmed in writing and signed or otherwise accepted by both parties.

11. General Provisions

Nothing in these terms is intended to create a partnership, joint venture, or agency relationship between us and you. You may not assign or transfer your rights or obligations without our prior written consent, unless a consumer law requires otherwise. We may assign or subcontract part of the service where reasonable and lawful, provided this does not materially reduce the standard of performance.

These UK service terms have been drafted to provide a fair and practical framework for service delivery. They are designed to protect both parties by setting clear expectations on the booking process, payment obligations, cancellation rights, liability boundaries, and compliance with waste regulations. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to be bound by these terms.