Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the UK. By making a booking, confirming an order, or allowing work to begin, you agree to these terms in full. They are designed to create a clear understanding of how the service booking terms, payment requirements, service delivery, cancellations, and waste responsibilities operate.

These terms apply to all standard bookings and related activities, whether the service is arranged online, by phone, by email, or through any other agreed method. For the purpose of these UK service conditions, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person or organisation requesting the service.

Nothing in these terms affects your statutory rights under applicable UK consumer law where those rights cannot legally be excluded. If there is any inconsistency between these terms and a written quote or service order accepted by both parties, the written quote or service order will take priority to the extent of that inconsistency.

1. Booking Process

A booking is only considered confirmed when we have accepted your request and, where required, received any deposit or advance payment stated at the time of booking. Until then, any quotation or availability check is an invitation to proceed rather than a binding commitment. We may ask for details needed to assess the service, including property access, service scope, timing, site conditions, and any relevant restrictions.

It is your responsibility to provide accurate and complete information during the booking process. This includes the correct address, access arrangements, parking limitations, service type, and any known issues that could affect delivery. If inaccurate or incomplete information results in extra time, additional resources, or a change to the original scope, we may adjust the price or reschedule the service.

We reserve the right to decline or cancel a booking where we reasonably believe that the service cannot be carried out safely, lawfully, or in a practical manner. This may include circumstances involving unsafe premises, unsuitable access, unlawful requests, or conditions beyond our reasonable control. If a booking is declined after a quotation, any amount already paid will be handled in accordance with the cancellation and refund rules below.

2. Service Scope and Customer Obligations

Our services are provided only within the agreed scope. Any additional task requested on the day may be accepted at our discretion and may result in an extra charge. The customer must ensure the site is ready for service at the agreed time and that any required permissions, permits, or internal authorisations have been obtained in advance.

You must also ensure that the area where the service will be performed is accessible and reasonably safe. If the service depends on keys, codes, escorts, shared access, or third-party cooperation, you are responsible for making those arrangements. Delays caused by access problems, incorrect instructions, or missing approvals may be chargeable if they prevent completion within the planned time.

Any items, materials, or waste you ask us to handle must be accurately described. We may refuse to move, store, remove, or process any item that appears hazardous, illegal, contaminated, or outside the service specification. For service agreement terms, the final decision on whether an item can be accepted will rest with us, acting reasonably and in line with applicable law.

3. Pricing and Payments

Prices are usually based on the information available when the quotation is given. If circumstances differ from those described, we may revise the price to reflect the actual work required. Unless stated otherwise, quoted prices are exclusive of VAT and any other applicable taxes or charges, which will be added where required by law.

Payment terms will be confirmed at the time of booking. In many cases, full payment is due on completion of the service, though deposits, staged payments, or advance payment may be required for certain jobs. We may suspend or refuse to start work if required payment has not been made in accordance with the agreed terms.

Accepted payment methods will be specified during the booking process or on the invoice. Any bank charges, failed payment fees, or administrative costs arising from unpaid or reversed payments may be passed on to you where lawful and reasonable. If payment is overdue, we may charge interest and recover reasonable collection costs in line with applicable UK legislation.

4. Cancellations, Rescheduling and Refunds

You may cancel or reschedule a booking by giving notice within the time period stated at the point of booking. If no specific period is stated, notice should be given as early as possible. Short-notice cancellations may lead to a cancellation fee reflecting the costs already incurred, including reserved time, staff allocation, or materials prepared for your service.

If we need to cancel or move a booking, we will use reasonable efforts to notify you promptly and agree a new date where possible. We are not liable for inconvenience caused by cancellation or rescheduling where the reason is outside our control, including severe weather, transport disruptions, illness, supplier failure, or other events that could not reasonably have been avoided.

Refunds, where due, will be issued to the original payment method unless otherwise agreed. Any refund will reflect the terms of the original booking and may be reduced by reasonable amounts already spent on preparatory work, materials, or non-recoverable costs. Where the service has already begun, the amount refundable will depend on the portion of the service already completed.

5. Delays, Changes and Force Majeure

We aim to deliver services on the scheduled date and within the agreed timeframe, but times are estimates unless expressly guaranteed in writing. Delays may occur because of traffic, weather, technical failures, supply issues, or other practical constraints. We will take reasonable steps to minimise disruption, but time is not ordinarily of the essence unless specifically stated.

If a change to the service is requested by you after booking confirmation, we may accept or reject the request at our discretion. Where accepted, the change may affect pricing, timing, resources, and completion dates. Any amended arrangement will replace the original element only to the extent agreed and recorded by us.

We are not responsible for failure to perform, or delay in performing, any obligation if prevented by an event outside our reasonable control. This includes, without limitation, natural events, fire, flood, accident, strikes, governmental restrictions, transport disruption, utility failure, or other circumstances commonly described as force majeure. If such an event continues for a significant period, either party may be entitled to terminate the affected booking.

6. Liability and Limitations

We will perform our services with reasonable care and skill. If we fail to do so, and this causes foreseeable loss or damage, our liability will be limited in accordance with these terms and applicable law. Nothing in these terms for UK services excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Our total liability for any claim arising from or connected with a service will not exceed the total amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or reputational damage, to the extent permitted by law.

You are responsible for removing or protecting any fragile, valuable, or sentimental items before the service begins unless we have agreed in writing to handle them. We are not liable for pre-existing damage, hidden defects, deterioration due to age or wear, or damage caused by inaccurate instructions supplied by you. You should notify us promptly of any issue giving rise to a complaint so it can be assessed fairly.

7. Waste Regulations and Environmental Compliance

Where our service involves waste handling, removal, transport, segregation, or disposal, both parties agree to comply with all relevant UK waste regulations and environmental duties. You must not ask us to remove any item that is prohibited, hazardous, mislabelled, leaking, or otherwise unsafe unless you have fully disclosed its nature and we have expressly agreed to handle it lawfully.

You confirm that any waste or materials presented for collection are lawfully owned or controlled by you and that you have the right to authorise their removal. We may request information about the contents, origin, or classification of waste where needed to determine whether it can be handled safely and in compliance with legal requirements. If the waste is not as described, we may refuse collection or apply additional charges.

All waste will be managed in accordance with the applicable duty of care, and we may use approved third parties or licensed facilities where appropriate. Where records, transfer notes, or other documentation are required, you agree to cooperate reasonably and provide accurate information. Any contamination, illegal disposal request, or failure to disclose restricted materials may result in termination of the service and notification to the relevant authorities where required by law.

8. Customer Materials, Property and Site Conditions

If we work with your materials, equipment, or property, you must ensure they are suitable for the intended purpose and reasonably safe to handle. We will not be responsible for defects in customer-supplied items unless the defect was caused by us through negligent handling. Where necessary, we may pause work if site conditions present a risk to people, property, or the quality of the service.

You agree to maintain a safe environment for our personnel, including safe access, adequate lighting, and the absence of threats, harassment, or unlawful interference. We may leave the site immediately if our staff reasonably consider the environment unsafe. In such cases, you may still be charged for work already carried out and for any lost time reasonably incurred.

Any property, keys, documents, or items left with us must be clearly identified and collected within a reasonable time if return is required. We will take reasonable care of such items, but we do not accept responsibility for accidental loss beyond the level required by law, especially where the items were not described accurately or were left without written acknowledgement.

9. Termination and Suspension

We may suspend or terminate the service immediately if you breach these terms, fail to pay amounts due, provide false information, request unlawful conduct, or behave in a way that makes continuation unsafe or unreasonable. In such circumstances, any outstanding balance for work completed or costs incurred remains payable.

You may also terminate a booking before the service is completed, but you may be responsible for charges already earned and any reasonable expenses incurred up to the point of termination. Termination does not remove obligations that are intended to continue after the service ends, including payment, liability, and dispute provisions.

If we end the arrangement because of a serious breach, we will provide an explanation where reasonably possible. Any decision to terminate will be made fairly and in good faith, considering the nature of the breach, the stage of the service, and any immediate safety or legal concerns.

10. Governing Law and Jurisdiction

These UK service terms are governed by the law applicable in England and Wales, unless another part of the United Kingdom must apply because of mandatory legal rules. Any dispute arising out of or in connection with these terms, the booking, the service, or any related matter will be subject to the jurisdiction of the courts having authority under that law.

Where a dispute arises, both parties should first try to resolve the matter in a reasonable and proportionate way. This may involve reviewing records, invoice details, service notes, and any other relevant information. Nothing in this clause prevents either party from seeking urgent injunctive relief or other interim remedies where necessary.

For the avoidance of doubt, if any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision will be treated as modified or severed to the minimum extent necessary, and the remaining provisions will continue in full force and effect. These terms represent the full agreement between the parties regarding the service, unless varied in writing.