Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to create clarity about the booking process, payment expectations, cancellations, liability, waste handling, and the legal framework that applies to the services we deliver.

These terms apply to all service agreements entered into with us, whether the service is arranged online, by telephone, by email, or through any other accepted method. In these conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the person, business, or organisation booking the service. Where an individual acts on behalf of a company, partnership, or other entity, that person confirms they have authority to accept these terms on its behalf.

Nothing in these terms affects your statutory rights where they apply. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force. We may update these terms and conditions for services from time to time, and the version in force at the time of your booking will normally apply unless otherwise agreed in writing.

Booking Process

The service booking process begins when you provide the information we request to assess the work required. This may include the type of service, the location, access details, preferred dates, and any relevant circumstances that may affect the scope or duration of the work. Any quotation or estimate we provide is based on the information available at the time and may be revised if the details supplied later prove incomplete or inaccurate.

A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or advance payment. We reserve the right to refuse or decline a booking at our discretion, particularly where the requested work falls outside our service scope, cannot be delivered safely, or would require specialist arrangements not previously agreed. You are responsible for ensuring that all information submitted during the booking stage is accurate and current.

Once your booking is confirmed, you should review all details carefully, including date, time, address, access conditions, and service specification. If anything is incorrect, you must notify us as soon as possible so we can consider whether an amendment is feasible. We may need to adjust the schedule, personnel, equipment, or price if changes are requested after confirmation. Where a site visit, survey, or assessment is necessary, the final scope may be confirmed only after that inspection.

Prices and Payments

All prices are stated in pounds sterling unless otherwise agreed. Any quotation, estimate, or price list is provided subject to change if the information supplied is incomplete, if the work requirements change, or if additional labour, materials, parking, waiting time, permits, or specialist handling become necessary. Unless expressly stated, prices are inclusive of standard service delivery only and do not include third-party charges or optional extras.

Payment terms will be confirmed at the point of booking or in the written quote. We may require a deposit, partial advance payment, or full payment before the service begins. Where invoices are issued, they must be paid by the due date stated on the invoice. If payment is not made on time, we may suspend further work, withhold completion, or charge reasonable recovery costs where permitted by law.

If a payment is made by card, bank transfer, direct debit, or other approved method, you must ensure the payment details are valid and that sufficient funds or authority are available. Any chargeback or payment reversal made without lawful basis may be treated as a breach of contract. We may request additional verification where we reasonably believe a transaction requires it. Any discounts, promotional pricing, or special rates are valid only for the period and conditions stated at the time of offer.

Cancellations, Rescheduling, and Changes

If you need to cancel or reschedule a confirmed booking, you must give notice as soon as reasonably possible. The amount of notice required may vary depending on the nature of the service and the preparation involved. Where cancellation notice is short, we may be unable to reallocate the time and therefore may charge a cancellation fee or retain part of any deposit to reflect costs already incurred.

We may also need to amend or cancel a booking due to circumstances beyond our control, including staff illness, severe weather, supplier failure, transport disruption, safety concerns, or other operational issues. In such cases, we will aim to notify you promptly and may offer a new appointment or alternative arrangement. We will not be liable for any indirect loss resulting from a cancellation or change made for reasons outside our reasonable control, provided we act reasonably and in good faith.

If you request changes to the service specification after confirmation, we will consider whether those changes are possible and whether they affect the price, timing, or resources required. Any agreed amendment may be charged separately. Where you fail to provide access, correct information, or required permissions, and this prevents the service from being delivered, it may be treated as a late cancellation or missed appointment for charging purposes.

Service Delivery

We will provide the services with reasonable care and skill and in accordance with the description agreed at the time of booking, subject to any variations that are necessary for safety, compliance, or operational reasons. The exact outcome may depend on factors outside our control, including the condition of the relevant site, the quality of materials supplied by others, weather conditions, and the cooperation of third parties.

You must ensure that the premises or location where the service is to be delivered is safe, accessible, and suitable for the work to begin at the agreed time. This includes securing any required permissions, clearing any obstructions, and providing any information needed to complete the work properly. If our personnel are prevented from starting or continuing because of unsafe conditions or a breach of these terms, we may charge for wasted time or return visits.

Any timetable or completion estimate is provided in good faith but is not a guarantee unless we have agreed a fixed deadline in writing. Delays may occur for reasons beyond our control or due to the discovery of additional requirements once work has started. We will use reasonable efforts to minimise disruption and keep you informed where timing changes become necessary.

Waste Regulations and Site Requirements

Where the service involves the removal, handling, transport, or disposal of waste, all parties must comply with applicable UK waste regulations and environmental requirements. Waste must be described accurately at the time of booking so that appropriate handling arrangements can be made. You must not knowingly misdescribe waste, mix prohibited materials with general waste, or present items that require specialist disposal without prior agreement.

We reserve the right to refuse waste that is hazardous, contaminated, illegal, or unsuitable for the agreed service. This includes, without limitation, items containing chemicals, asbestos, medical waste, pressurised containers, batteries, oils, paints, and any other regulated material unless specifically accepted by prior arrangement and lawful process. If prohibited or undeclared waste is discovered, additional charges may apply, and the service may be suspended until the issue is resolved.

Where applicable, you agree to provide all necessary documentation, declarations, access, and separation of materials to support lawful disposal or recycling. You are responsible for ensuring that waste is stored safely before collection and that it is not contaminated by substances that could create a health, safety, or environmental risk. We may remove, sort, handle, or dispose of waste in accordance with our own procedures and the requirements of the relevant regulations.

Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, breach of contract, or failure to perform the service with reasonable care and skill, subject to the limits set out in these terms and to any rights you may have under law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We will not be liable for loss or damage arising from information supplied by you being incomplete, inaccurate, or misleading; from your failure to follow our instructions; from the act or omission of a third party; or from circumstances outside our reasonable control. We are not responsible for business interruption, loss of profit, loss of opportunity, or any indirect or consequential loss, except where such liability cannot be excluded by law.

Where property, fixtures, fittings, or other items are fragile, concealed, defective, or vulnerable due to age or condition, you must inform us before work begins. We are not responsible for pre-existing faults or for damage that results from hidden defects not reasonably detectable during the service. Any claim for loss or damage must be notified promptly and supported by reasonable evidence so that it can be investigated fairly.

Customer Responsibilities

You are responsible for ensuring that the service can be carried out safely and lawfully. This includes obtaining consent from landlords, neighbours, managing agents, or other relevant parties where necessary, and making sure that any permissions, permits, or approvals required for the work are in place before attendance. If such permissions are missing, the service may need to be delayed or cancelled, and charges may still apply.

You must provide a truthful and complete description of the work required. If the service depends on access to utilities, safe entry, parking, loading bays, lift access, or other facilities, you must make these available at the agreed time unless otherwise stated. You must also ensure that any personal items, valuables, or sensitive materials are secured or removed before work begins if they could be affected by the service.

Where our staff or contractors are required to enter a site, you must ensure the environment is free from obvious hazards to the extent reasonably possible. We may refuse to proceed if we believe there is a risk to health, safety, or property. In that event, the service may be postponed, and a reasonable fee may be charged for attendance or time already spent.

Complaints, Disputes, and Final Terms

If you have a concern about the service, you should raise it promptly so that we have a fair opportunity to investigate and, where appropriate, resolve the issue. We may ask for photographs, written details, or other evidence to help us assess what happened. Any remedy will depend on the nature of the issue and may include a repeat service, partial refund, repair, or other proportionate solution where justified.

These UK service terms are governed by the laws of England and Wales unless we state otherwise in writing. If you are a consumer, you may benefit from mandatory rights under the law of your usual residence, but these terms will still be interpreted in line with the governing law stated here to the fullest extent permitted. Any dispute that cannot be resolved amicably may be submitted to the courts having competent jurisdiction.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms and conditions. They represent the entire agreement between the parties in relation to the relevant service, unless a separate written contract says otherwise. No waiver, variation, or amendment will be effective unless made in writing or otherwise validly agreed by both parties. For clarity, headings are included for convenience only and do not affect interpretation.