UK Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, confirming a service request, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. Where a booking is made on behalf of another person or business, the person arranging the service confirms that they have authority to accept these terms on that party’s behalf.

These terms apply to all standard service arrangements unless we agree otherwise in writing. They are intended to be fair, clear, and practical, and they do not affect any rights you may have under applicable consumer law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

In these UK service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving or booking the service. Any quotation, estimate, booking confirmation, or scope document may form part of the agreement if issued by us.

1. Booking process

Bookings may be made through the channels we make available from time to time. A booking request does not become binding until it has been accepted by us, either expressly or by written confirmation. We may request additional information before confirming availability, including service type, location, access details, requested date, and any relevant safety or site conditions.

We aim to provide accurate service descriptions and availability information, but all bookings are subject to confirmation and operational feasibility. The final service scope will be based on the information provided by you. If key details change after booking, we may revise the booking, reschedule the appointment, or adjust the price where necessary and reasonable.

2. Service scope and customer responsibilities

The work to be carried out will be limited to the agreed service scope. Any additional tasks, materials, time, or specialist requirements not included in the original agreement may incur extra charges. We will normally seek approval before carrying out out-of-scope work, unless urgent action is needed to protect health, safety, or prevent damage.

You are responsible for ensuring that the service location is reasonably accessible, safe, and ready for the service to be performed. This includes providing accurate instructions, securing necessary permissions, and ensuring that utilities, access routes, and any required parking or entry arrangements are available. If we are delayed or prevented from completing the service because of incorrect information, unsafe conditions, or lack of access, we may charge for wasted time or a return visit.

You must also ensure that any items to be handled, removed, cleaned, repaired, or treated are disclosed accurately, including any fragility, contamination, hazardous content, or legal restrictions. We reserve the right to decline work that is unsafe, unlawful, or outside our competence.

3. Pricing and payments

Prices will be set out in the quotation, price list, or booking confirmation that applies to your service. Unless stated otherwise, prices are exclusive of VAT and other applicable taxes. Estimates are given in good faith but may be revised if the actual service differs materially from what was described at the time of booking.

Payment terms will be stated in advance. Depending on the service, payment may be required in full before the appointment, on completion, or within a specified period after invoicing. Where a deposit is required, the booking may not be secured until the deposit is received. Any deposit is non-refundable except where required by law or where we cancel the service without cause.

We may suspend or refuse further work if any payment is overdue. If a payment is declined or reversed, you remain responsible for the outstanding balance and any reasonable costs incurred in recovering the amount due. Interest may be charged on overdue sums at the statutory rate where permitted by law.

4. Cancellations, rescheduling, and no-shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service and whether staff, equipment, or materials have already been allocated. Where cancellation notice is given within the permitted period, no fee may apply, or a reduced charge may be applied if costs have already been incurred.

If you cancel late, fail to provide access, are not present where your presence is required, or otherwise prevent the service from taking place, we may charge a cancellation or call-out fee to cover reasonable losses. These charges may include travel, preparation, labour, materials ordered specifically for your booking, and any non-recoverable third-party costs.

We may cancel or reschedule a booking where necessary due to staff illness, adverse conditions, equipment failure, safety concerns, non-payment, or any event beyond our reasonable control. If we cancel without fault on your part, we will offer a refund of any prepaid amount relating to the cancelled service, unless we reschedule with your agreement.

5. Performance, completion, and acceptance

We will use reasonable skill and care when delivering the service. Completion times, where given, are estimates only unless we expressly agree a fixed completion time. Delays may arise because of traffic, site access, supply issues, weather, or unexpected conditions. We will seek to keep you informed where practical.

Once the service is complete, you should inspect the work promptly and notify us of any obvious issues within a reasonable time. If you do not raise a concern within that period, the service may be treated as accepted, subject to any rights that cannot legally be excluded. Where a defect is reported and we are responsible, we may at our option repair, re-perform, or otherwise remedy the issue before considering any other remedy.

Where materials are supplied, any manufacturer warranties will apply in addition to your statutory rights. We do not guarantee that service results will be permanent or immune from wear, misuse, environmental conditions, or interference by third parties.

6. Waste handling and regulations

Where our service involves the removal, transport, storage, disposal, or handling of waste, all parties must comply with applicable waste regulations in the UK. You must tell us in advance about any material that may be hazardous, contaminated, controlled, or subject to special disposal requirements. This includes, for example, electrical items, liquids, chemicals, sharp objects, clinical waste, asbestos-related materials, and any other regulated substance.

We reserve the right to refuse waste that has not been declared accurately or that cannot lawfully be handled as part of the service. If additional segregation, packaging, documentation, permits, or specialist disposal arrangements are required, extra charges may apply. You agree not to place prohibited items into waste containers or leave them mixed with general waste unless we have expressly agreed that this is permitted.

Where waste transfer notes, records, or other compliance documents are needed, you must provide accurate information and cooperate with any lawful requests. Title to waste may pass only when the relevant legal and operational conditions have been satisfied. We may subcontract lawful disposal or recycling arrangements where appropriate.

7. Liability

We do not exclude or limit 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, we will not be responsible for losses that are not foreseeable, losses caused by inaccurate information supplied by you, or losses resulting from your failure to take reasonable steps to protect property, data, or persons.

To the fullest extent permitted by law, our total liability arising from or in connection with a booking, whether in contract, tort, negligence, or otherwise, will be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. This limit applies to all claims arising out of the same event or series of connected events.

We are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of anticipated savings, except where such exclusion is not permitted by law. You are responsible for backing up data, removing valuable items where appropriate, and making any necessary arrangements to protect your premises and belongings before the service begins.

8. Insurance, damage, and customer property

We will take reasonable care when working on your premises or with your property. However, you acknowledge that some services carry inherent risks, particularly where items are old, fragile, poorly installed, hidden, or already damaged. We are not responsible for pre-existing faults or for deterioration that occurs because of the condition of the item or the premises.

If we cause accidental damage through our proven negligence, you must notify us as soon as reasonably possible and allow us a reasonable opportunity to inspect the issue. We may repair, replace, or compensate at our discretion, subject to the liability limits in these terms and any applicable insurance arrangements. You must not dispose of any damaged item before we have had the opportunity to assess it.

Any goods or property left with us remain at your risk except to the extent the law requires otherwise. You should ensure that high-value or irreplaceable items are identified in advance and that any special handling requirements are clearly stated in the booking information.

9. Force majeure

We will not be in breach of these service conditions if performance is prevented or delayed by an event beyond our reasonable control. This includes severe weather, fire, flood, industrial action, government restrictions, transport disruption, supply failures, power outages, epidemics, public emergencies, or the actions of third parties not under our control.

If a force majeure event affects your booking, we may suspend, defer, or cancel the service and will act reasonably in deciding whether to reschedule, refund, or partially complete the work. Neither party will be liable for delay or failure caused solely by such events, provided that reasonable steps are taken to minimise the impact.

10. Changes to these terms

We may update these terms from time to time to reflect changes in law, business practice, or the services we provide. The version in force at the time of your booking will normally apply to that booking unless we agree a different version in writing. Updated terms will not reduce any rights that cannot be excluded under applicable law.

If a change materially affects an existing booking, we will use reasonable efforts to notify you and explain the effect of the change. Your continued use of the service after notice of a permitted change may be taken as acceptance of the updated terms, to the extent allowed by law.

11. Governing law and disputes

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 another UK legal system is required by mandatory law. The courts having jurisdiction over the matter will have authority to resolve any dispute, subject to any consumer rights that apply in your favour.

Before starting formal proceedings, the parties should seek to resolve any issue in good faith and, where appropriate, by allowing a reasonable opportunity for clarification, correction, or remedy. Nothing in these terms limits your statutory rights or any remedies available under applicable UK consumer protection law.

12. General provisions

No waiver of any right will be effective unless it is made in writing. If we do not enforce a term immediately, that does not mean we have waived the right to enforce it later. You may not assign or transfer your rights under these terms without our prior written consent, but we may assign our rights where it does not materially affect your rights.

Any notice required under these terms may be given by the method we reasonably consider appropriate for the booking, including email or written communication where available. If any part of these terms is interpreted by a court or competent authority as unlawful or unenforceable, that part will be treated as removed and the remainder will continue to apply.

These service terms and conditions form the entire agreement between you and us in relation to the relevant booking, unless expressly varied in writing. They are designed to support clear expectations, fair treatment, and lawful operation of UK service bookings across a wide range of service types.

By confirming a booking or allowing work to begin, you acknowledge that you have read, understood, and agreed to these terms.