UK 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, accepting a quote, or allowing work to commence, you agree to these terms in full. They are designed to create clarity around the service agreement, the order in which work is carried out, how payments are handled, and what happens if either party needs to make changes. Unless stated otherwise in writing, these terms apply to all standard and bespoke services supplied under the main contract.
For the purposes of these conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative placing the booking. These terms are intended to support a fair and transparent service contract, and they should be read alongside any written quotation, booking confirmation, or specification agreed before the start date. If any part of the booking request conflicts with these terms, these terms will apply unless we confirm otherwise in writing.
We may update these service terms from time to time to reflect operational, commercial, or legal changes. The version in force at the time of booking will normally apply to that booking. If a change is needed because of law, safety, or service availability, we may amend the terms with reasonable notice where practical. Continued use of our services after an update will be treated as acceptance of the revised terms.
Booking Process
All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made through an authorised channel, by written request, or by any other method we approve. A request alone does not create a binding commitment until we issue confirmation. We may refuse a booking if we believe we cannot safely or properly complete the work, if the requested service falls outside our scope, or if adequate information has not been provided.
Before confirming a booking, we may ask for key details relating to the service site, access arrangements, timing, work scope, materials, and any known restrictions. You must provide accurate and complete information and notify us promptly if anything changes. Where a quotation is based on incomplete or inaccurate information, we may revise the price, amend the schedule, or withdraw the quotation. Any estimate or quotation is typically valid only for the period stated in it, or if no period is stated, for a reasonable time.
When a booking is accepted, the agreed date, scope, and any specific conditions will form part of the service agreement. We may use subcontractors or suitably trained personnel to perform all or part of the work, provided this does not materially affect the standard promised. You agree to ensure that the premises are reasonably prepared for the service and that any necessary permissions, access, or approvals are in place before the appointment time.
Payments and Charges
Our prices may be stated as fixed fees, day rates, hourly rates, call-out charges, or a combination of these. Unless otherwise agreed, all prices are quoted exclusive of VAT and other applicable taxes. Any additional costs that arise from changes requested by you, unforeseen conditions, waiting time, parking limitations, permit requirements, additional labour, or extra materials may be added to the final invoice. A written quote will usually describe what is included and what is excluded.
Payment terms will be confirmed at booking or on the invoice. In many cases, full or partial payment may be required in advance, or immediately upon completion, depending on the nature of the service. If a deposit is requested, the booking may not be secured until that deposit has been received. Time for payment is of the essence. If you fail to pay on time, we may suspend performance, delay future bookings, charge reasonable recovery costs, and add interest at the statutory rate where permitted by law.
You must pay all invoices without deduction, set-off, or withholding unless required by law. If you dispute an invoice, you must tell us promptly and provide details of the issue so it can be reviewed. Any undisputed amount must still be paid by the due date. Where payment is made by card, bank transfer, or another electronic method, you are responsible for ensuring that the payment details are correct and that funds are available. We are not liable for delays caused by banking systems or third-party payment providers.
Cancellations, Rescheduling, and No-Shows
You may request to cancel or reschedule a booking, but this may be subject to notice periods and charges depending on when the request is made. If sufficient notice is given, we will try to accommodate a new date subject to availability. If the service has already been prepared, partly delivered, or if materials have been ordered specifically for your booking, you may remain responsible for those costs. Any deposit may be retained to the extent necessary to cover genuine losses, administration, or non-recoverable expenses.
If you cancel at short notice, fail to provide access, or are not present when the service is due to begin, this may be treated as a no-show and the full fee or a reasonable cancellation charge may apply. We may also charge for wasted travel time, unloading, rebooking, or other direct costs incurred because the appointment could not proceed. We will act reasonably and proportionately when applying any cancellation charge, taking into account the timing of the cancellation and the nature of the work.
We may also need to reschedule or cancel a booking where the work cannot safely proceed, where required information has not been provided, where the site conditions are unsuitable, or where events beyond our control affect performance. If we cancel before work begins, we will usually offer a new date or refund any amount paid for the undelivered portion, unless the cancellation is due to your breach of these terms. We are not responsible for indirect costs caused by a cancellation or rescheduling made in good faith for operational or safety reasons.
Performance of Services and Customer Responsibilities
We will provide the services with reasonable skill and care, in line with the description agreed at the time of booking. Any times or dates provided are estimates unless we expressly agree that time is of the essence. Delays may occur due to traffic, weather, supply issues, access restrictions, or events outside our reasonable control. Where appropriate, we will keep you informed and work to minimise disruption. You must ensure the working area is accessible, safe, and suitable for the service to be carried out.
You are responsible for securing valuables, removing fragile items, and informing us of hazards, hidden services, vulnerable surfaces, or special requirements before work starts. If our staff reasonably consider a site unsafe, unclean, or unsuitable, we may refuse to start or continue until the issue is resolved. Any extra time or cost caused by a failure on your part to prepare the site may be charged in addition to the quoted price. We may also pause work if doing so is necessary to protect health and safety.
Where the service requires us to use materials, equipment, or access arrangements supplied by you or a third party, you remain responsible for their suitability unless we expressly agree to inspect or source them ourselves. We will not be liable for defects, delays, or failures caused by inaccurate instructions, poor-quality materials, hidden defects, or interference by third parties. Any advice we provide is given in good faith and based on the information available at the time.
Liability and Limitations
Nothing in these terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, our total liability arising from or in connection with the service, whether in contract, tort, breach of statutory duty, or otherwise, will be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in writing.
We will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, loss of goodwill, or any loss that was not reasonably foreseeable at the time the booking was made. We are also not responsible for damage caused by pre-existing defects, normal wear and tear, structural issues, hidden faults, or circumstances beyond our control. Any claim for loss or damage must be notified to us as soon as reasonably practicable and in any event within a reasonable period after the issue is discovered.
To the extent permitted by law, your sole remedy for a proven breach by us will be the re-performance of the service, a partial refund, or another reasonable corrective measure at our discretion, depending on what is fair in the circumstances. You must take reasonable steps to mitigate any loss. If you fail to do so, we may reduce any compensation to reflect that failure. Nothing in these terms affects your statutory rights as a consumer where those rights apply.
Waste Regulations and Site Clearance
Where our services involve the removal, handling, or disposal of waste, all waste management will be carried out in accordance with applicable UK waste regulations and any relevant duty of care obligations. Waste must be described accurately at the time of booking so that the correct handling, transport, and disposal arrangements can be made. You must not conceal hazardous, restricted, or contaminated materials among general waste unless this has been agreed in advance and legally permitted.
Unless otherwise stated, any waste left for collection must be accessible and prepared in a safe manner. You are responsible for ensuring that the waste does not contain prohibited items or materials requiring specialist treatment unless we have agreed to deal with them. We may refuse to collect waste that is unsafe, misdescribed, excessive, or not in the condition expected. Additional charges may apply where we discover items that require separate handling, documentation, or disposal fees.
We may use licensed third parties or authorised facilities for disposal, recycling, or recovery. Any waste transfer, documentation, or record-keeping will be handled in line with the law and our operational requirements. Where the service includes site clearance, we will remove only the items agreed in the booking and will not be responsible for unlisted materials, personal belongings, or items left in concealed spaces unless specifically included. You should check the site thoroughly before the service begins.
Force Majeure, Suspension, and Termination
If an event beyond our reasonable control prevents or delays performance, including severe weather, supply chain disruption, accidents, illness, power failure, transport disruption, industrial action, or legal restrictions, we may suspend, delay, or cancel the service without liability for the resulting delay. Where possible, we will resume the service as soon as reasonably practicable or offer an alternative arrangement. Neither party will be responsible for failure caused by such events, provided reasonable steps are taken to minimise the impact.
We may suspend or terminate the service immediately if you fail to pay, provide access, comply with safety requirements, or otherwise breach these terms in a material way. We may also suspend performance if continuing would create a risk to people, property, or equipment. On termination, you must pay for any services already supplied, together with any non-cancellable costs properly incurred up to the termination date. Any rights or obligations intended to survive termination, including payment, liability, and governing law, will continue to apply.
General Provisions and Governing Law
If any provision of these service terms is found to be invalid, unlawful, or unenforceable, that provision will be severed to the minimum extent necessary and the remainder will continue in full force. No failure or delay by us in enforcing any right will waive that right. Any variation to these terms must be agreed in writing by an authorised representative. These terms form the entire agreement between the parties in relation to the services, unless a separate written contract states otherwise.
Nothing in these terms gives any third party the right to enforce any part of them under the Contracts (Rights of Third Parties) Act 1999 unless we expressly agree otherwise in writing. We may assign or transfer our rights and obligations under the contract where this does not materially affect your rights. You may not assign your rights without our prior written consent. Headings are included for convenience only and do not affect interpretation.
These terms and any dispute or claim arising from or connected with them, the booking process, the services supplied, or any non-contractual obligations related to them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless applicable consumer law requires otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these UK service terms and conditions.
