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 otherwise requesting services, the customer agrees to be bound by these terms. They are designed to create a clear and fair framework for both parties, covering the booking process, payments, cancellations, liability, waste handling obligations, and the governing law that applies to the agreement.

For the purposes of these UK service terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refer to the person or organisation requesting the service. These terms apply unless a written variation has been expressly agreed in advance. Any reference to a “service” includes the supply of labour, labour with materials, scheduled visits, one-off works, maintenance, collection, removal, or related activities as described in the booking or order confirmation.

If any part of these terms is found to be unlawful or unenforceable, the remainder will continue to apply. No delay or failure to enforce any provision shall operate as a waiver of that provision. Headings are included for convenience only and do not affect interpretation.

Booking Process

A booking may be made through any approved booking method and will normally require the customer to provide accurate details about the service required. This may include the scope of work, preferred date or time, property access arrangements, relevant hazards, parking limitations, and any information needed to complete the service safely and efficiently. The customer must ensure that all information supplied during the booking process is complete, current, and correct.

Once a request has been received, we may provide an estimate, quotation, or provisional availability. Any quotation is usually based on the information available at the time and may be subject to revision if the scope changes or if site conditions differ from those described. A booking is only confirmed when we accept it and, where required, when any deposit or pre-authorisation has been received. We reserve the right to decline a booking where we are unable to provide the requested service safely, legally, or within a reasonable timeframe.

The customer must ensure that access is available at the agreed time. If keys, passes, permits, gate codes, or other access arrangements are needed, these should be provided in advance. If we are unable to carry out the service because access is denied, information is incomplete, or the site is not ready, this may result in a charge for wasted attendance, waiting time, or rebooking. Any changes to the agreed service should be notified as early as possible and may affect the price, schedule, or completion date.

Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Prices may be inclusive or exclusive of VAT depending on the status of the service and the quotation provided. The customer is responsible for paying all charges associated with the agreed service, including any additional work authorised on site, charges arising from delays caused by the customer, and any applicable administrative fees. Where a price is estimated rather than fixed, the final amount may vary according to the actual time spent, materials used, waste removed, or work completed.

Payment terms will be confirmed at the time of booking or in the quotation. In some cases, full payment may be required in advance; in others, a deposit, staged payment, or payment on completion may apply. Unless stated otherwise, invoices must be paid within the period shown on the invoice. If payment is not received on time, we may suspend further services, charge interest and reasonable recovery costs where permitted by law, and recover any outstanding sums through lawful means.

Where the service involves the supply of materials, specialist disposal, or third-party costs, these may be charged separately. The customer authorises us to charge for all agreed extras and for any reasonable expenses necessarily incurred in the delivery of the service. Any dispute about an invoice must be raised promptly and in good faith; however, the customer must still pay any undisputed amount by the due date.

Cancellations, Amendments, and Refunds

We recognise that plans can change, and customers may need to cancel or amend a booking. Cancellations should be made as soon as possible. Unless a different cancellation policy is stated in the quotation or order confirmation, charges may apply where a booking is cancelled after confirmation, particularly if resources have been allocated, materials ordered, or a visit has already been scheduled. A late cancellation may be treated similarly to a missed appointment or wasted attendance.

If the customer wishes to reschedule, we will make reasonable efforts to offer an alternative date, but availability cannot be guaranteed. Amendments requested close to the agreed appointment time may not be possible or may incur additional cost. Any refund will depend on the nature of the booking, the stage reached, and any costs already reasonably incurred. If a deposit has been paid, it may be retained in whole or in part to cover administration, reserved time, or non-refundable commitments.

We may cancel or postpone a booking where necessary for operational, safety, legal, or other reasonable reasons, including severe weather, staff unavailability, access issues, or circumstances beyond our control. In such cases, we will usually offer an alternative date or issue a refund for work not performed, as appropriate. Our liability for cancellation will be limited to the amount paid for the cancelled service, except where a different remedy is required by law.

Service Delivery and Customer Responsibilities

The customer must take reasonable steps to prepare the property or location for the service. This may include removing fragile items, securing pets, providing safe working space, and informing us of any known risks. Where relevant, the customer should disclose asbestos, structural defects, hidden hazards, contamination, restricted areas, or other conditions that could affect the safe provision of the service. Failure to do so may affect performance and may increase the cost.

We will use reasonable care and skill in providing the service. However, the customer acknowledges that some services depend on the condition of the premises, the suitability of materials, or factors outside our control. If additional work becomes necessary to complete the service properly, we may provide a revised quotation or seek approval before proceeding, unless urgent action is needed to prevent damage, risk, or loss. Any instructions from the customer must be lawful, practical, and consistent with the agreed scope.

Unless otherwise stated, the customer is responsible for obtaining any permissions, consents, licences, or approvals required for the service. This may include landlord consent, management approval, parking permission, or building control-related matters. We are not responsible for delays or losses arising from a failure to obtain required authorisations or from inaccurate information supplied by the customer.

Liability and Limitation

Nothing in these terms and conditions for services limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under applicable law. Subject to that, our liability will be limited as set out below. We will not be responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time the contract was made, including loss of profit, loss of business, or loss of anticipated savings.

Where we are liable for damage to property, the amount recoverable will normally be limited to the reasonable cost of repair or replacement, taking account of depreciation, fair wear and tear, and the age and condition of the item concerned. We are not liable for pre-existing defects, latent faults, or damage arising from inaccurate information, unsafe conditions, or instructions given by the customer. The customer should take reasonable precautions to protect valuable, fragile, or sentimental items before the service begins.

Any claim arising under these service terms must be notified within a reasonable time after the issue is discovered, together with sufficient detail to allow assessment. The customer must allow us a fair opportunity to inspect, remedy, or investigate any alleged problem. We will not be responsible for damage caused by misuse, unauthorised alteration, failure to follow aftercare instructions, or third-party interference after completion of the service.

Waste Regulations and Disposal

Where the service generates waste, the customer agrees that waste will be managed in accordance with applicable environmental and waste regulations. This includes the duty to ensure that waste is transferred, stored, and disposed of lawfully. If we remove waste as part of the service, the customer must accurately describe the waste type in advance so that suitable handling arrangements can be made. Certain materials may require separate treatment, special packaging, or lawful transfer to an authorised facility.

The customer must not request or permit the disposal of prohibited, hazardous, or misdescribed materials unless we have expressly agreed to handle them and all legal requirements have been met. This may include items that are contaminated, dangerous, electrical, clinical, chemical, or otherwise regulated. Where waste is accepted, it may be subject to additional charges, documentation requirements, and restrictions on collection times or methods. We may refuse waste that is improperly presented, unsafe, or not consistent with the agreed description.

Any waste transfer documentation, duty of care records, or similar paperwork will be completed in line with legal requirements where applicable. The customer remains responsible for providing accurate information about the waste stream and for ensuring that no prohibited items are included unless expressly authorised. If incorrect information is supplied and this causes loss, delay, penalty, or rehandling costs, the customer may be responsible for those costs.

Force Majeure, Complaints, and General Provisions

We will not be liable for delay or failure to perform where this results from events beyond our reasonable control, including extreme weather, accidents, utility failure, industrial action, transport disruption, supply shortages, or government action. In such circumstances, performance may be postponed, suspended, or cancelled without liability other than any refund or rescheduling that may be required by law or expressly agreed.

If the customer has a complaint about the service, it should be raised promptly so that we may review the matter and, where appropriate, offer a remedy. This may include re-performance of the service, correction of an issue, or another reasonable resolution depending on the circumstances. Nothing in these terms affects any statutory rights the customer may have under consumer law where applicable. These rights remain in addition to any contractual rights described here.

We may update these UK service conditions from time to time. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is expressly agreed. If any term is inconsistent with mandatory consumer protections or other applicable legislation, the mandatory legal requirement will prevail to the extent of the inconsistency.

Governing Law

These service terms and conditions and any dispute or claim arising out of or in connection with them shall be governed by the laws of England and Wales, unless another part of the United Kingdom has been expressly agreed as the governing jurisdiction in writing. The parties agree that the courts with appropriate jurisdiction will have authority to resolve any dispute that cannot be settled amicably.

If any dispute arises, the parties should first attempt to resolve it in a reasonable and proportionate manner. Where negotiation does not resolve the issue, either party may pursue any available legal remedy. This governing law clause does not limit the rights of consumers or businesses under mandatory law, nor does it remove any statutory protection that cannot be waived by contract.

By proceeding with a booking or accepting the service, the customer confirms that they have read, understood, and agreed to these service terms and conditions. These terms are intended to be clear, practical, and fair, providing a reliable basis for the delivery of services throughout the United Kingdom while respecting applicable legal requirements and the responsibilities of both parties.