UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our professional services to clients in the United Kingdom. By making a booking, requesting a quotation, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before placing a service order, as they explain the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and the legal framework that applies to our work.

These terms apply to all standard and bespoke service arrangements unless we agree otherwise in writing. They are designed to promote clarity, fairness, and a smooth working relationship between us and our customers. In these terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” mean the client, customer, or person responsible for the booking. If any part of these service conditions is inconsistent with a specific written agreement, the written agreement will take priority to the extent of the inconsistency.

Booking process begins when you submit an enquiry, request an estimate, or ask us to reserve a date or time. Any quote or proposal we provide is normally based on the information available at the time and may be revised if the scope of work, access conditions, timing, or materials change. A booking is only confirmed once we have accepted the request, agreed the relevant details, and, where required, received any deposit or advance payment. We may ask for additional information to ensure the job is suitable, safe, and properly priced.

When you place a booking, you confirm that the details you give are accurate and complete. This includes the service address, access requirements, special instructions, site conditions, and any factors that could affect delivery of the service. If the information provided is incomplete or incorrect, we may need to adjust the price, reschedule the appointment, or decline to carry out the work. We may also refuse a booking where the request falls outside our normal operating standards or where we reasonably believe the work cannot be performed safely or lawfully.

Where a scheduled service requires preparation, access arrangements, parking permissions, building entry, or the presence of a responsible adult, you are responsible for ensuring these are in place at the agreed time. If we arrive and cannot proceed because access is unavailable, the site is unsuitable, or the necessary permissions have not been arranged, we may charge a call-out fee, waiting charge, or a reasonable cancellation fee. Any estimated arrival time is approximate unless we specifically confirm otherwise.

We may use subcontractors, associates, or other qualified personnel to deliver all or part of the service, provided the overall standard remains consistent with these terms. Any dates, times, or lead times given are estimates and are not guaranteed unless expressly stated in writing. If a delay occurs due to circumstances beyond our control, including adverse weather, transport disruption, supply issues, or illness, we will aim to notify you and rearrange the service within a reasonable period. Service booking terms should always be read together with any written estimate, quotation, or job specification.

Payments, charges, and invoices

Our prices may be provided as fixed fees, hourly rates, day rates, or a combination of these. Unless otherwise stated, all charges are exclusive of applicable taxes and additional costs such as materials, parking, disposal fees, specialist equipment, or urgent attendance. Any quotation is valid only for the period stated in it, or, if no period is stated, for a reasonable period. We reserve the right to correct errors in pricing where a quotation was based on clearly inaccurate information or an obvious mistake.

Payment terms will be set out in the quotation, invoice, or booking confirmation. In many cases, payment is due on completion of the service, although we may require part-payment or full payment in advance for certain bookings, particularly where materials must be ordered or significant time is reserved. If a deposit is required, the booking may not be held until the deposit has cleared. Late payments may attract interest and recovery costs to the extent permitted by law. We also reserve the right to suspend further work until overdue sums are paid.

If you dispute an invoice, you should raise the issue promptly and in good faith, providing any information reasonably needed to review the matter. Disputed amounts must be clearly identified. You remain responsible for paying any undisputed portion of the invoice by the due date. We may issue revised invoices where necessary to reflect changes in the scope of work, additional time spent, or costs reasonably incurred due to your instructions or site conditions. Payment obligations apply whether the service is completed in full or in part, where the work has been carried out in accordance with your instructions.

You may cancel or reschedule a booking by giving us notice within a reasonable time before the agreed service date. The amount of notice required, and any resulting charge, will depend on the nature of the work, the resources already committed, and whether any materials or third-party costs have been incurred. If you cancel at short notice, we may retain part or all of any deposit to cover administrative expenses, reserved time, travel arrangements, or non-refundable costs already incurred.

We may also cancel or reschedule a booking if necessary for operational, safety, legal, or practical reasons. Where this happens, we will aim to offer an alternative date or a refund of any prepaid amount relating to undelivered services, subject to any deductions permitted by law or reasonably justified by costs already incurred. We are not responsible for any indirect losses caused by cancellation or rescheduling, including loss of earnings, missed appointments, or inconvenience, unless such liability cannot lawfully be excluded.

If you fail to attend, provide access, or make the site available at the agreed time, we may treat the booking as cancelled by you and charge a reasonable fee to cover our losses. Repeated cancellations, unreasonable changes, or failure to cooperate with scheduling arrangements may result in us refusing future bookings. Any cancellation policy stated in a specific quotation or service agreement will apply in addition to these terms, provided it does not conflict with mandatory consumer rights. Consumer cancellation rights may apply in some cases, but they can be limited or excluded where lawful exceptions apply to fully performed or urgently requested services.

Liability and responsibility for the service is limited to the extent permitted by law. We will exercise reasonable care and skill in carrying out our obligations, but we do not guarantee that services will achieve a particular commercial result, indirect benefit, or intended outcome unless expressly agreed in writing. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

We are not liable for losses caused by information, instructions, items, or materials supplied by you or by third parties acting on your behalf, where such losses arise because the information or items were inaccurate, defective, unsuitable, or incomplete. You remain responsible for protecting valuables, fragile items, sensitive equipment, and confidential information on site unless we have agreed in writing to handle them. We do not accept liability for pre-existing faults, hidden defects, wear and tear, or conditions that were not reasonably discoverable during ordinary inspection.

To the fullest extent permitted by law, we shall not be liable for loss of profit, loss of business, loss of revenue, loss of opportunity, or any indirect or consequential loss arising from the supply of our services. Where we are found liable for a breach of these terms, our total aggregate liability shall be limited to the amount paid or payable for the relevant service, except where a greater limit is required by law. Any claim should be notified as soon as reasonably practicable so that we can investigate the issue and, where appropriate, take steps to remedy it.

Waste regulations, site materials, and disposal

Where our service involves removal, handling, transport, or disposal of waste, you agree that all waste will be presented in a lawful, safe, and accessible manner. You must disclose any items or materials that may be hazardous, contaminated, restricted, or subject to special handling requirements. We reserve the right to refuse any waste that we reasonably believe is unsafe, improperly described, or outside the scope of our authorised collection or disposal arrangements. The customer remains responsible for ensuring that all waste offered for collection is correctly identified and separated where necessary.

We will comply with applicable UK waste regulations and any relevant environmental duties relating to the transport, handling, storage, and transfer of waste. This may include keeping records, using authorised carriers or facilities, and following lawful procedures for classification and disposal. If the service includes waste removal, ownership of the waste transfers only as permitted by law and only when we have accepted it for lawful handling. You must not include prohibited materials unless we have expressly agreed to deal with them in advance and in accordance with legal requirements.

Any recyclable, reusable, or recoverable materials may be processed in line with our operational procedures and legal obligations. Where skip use, bag collection, or site clearance is involved, you must ensure that access routes are clear and that the waste is not contaminated by unacceptable materials. If additional charges arise because waste was misdescribed, improperly separated, overloaded, or contaminated, we may charge you for those reasonable costs. Waste management conditions are intended to support compliance, safety, and responsible disposal practices across all relevant service arrangements.

Customer obligations and service standards

You agree to cooperate reasonably with us, our staff, and any authorised subcontractors. This includes providing a safe working environment, accurate instructions, access to necessary facilities, and prompt decisions where your approval is required to continue the work. If the service depends on your involvement, failure to respond in a timely manner may delay completion without any fault on our part. We may pause or stop the work if the site becomes unsafe, if required information is withheld, or if your conduct prevents us from performing the service properly.

You must ensure that anyone acting on your behalf has authority to give instructions and accept the terms of the booking. Where you request work on behalf of a business, organisation, landlord, tenant, or other party, you confirm that you have the necessary authority to do so and that the person ultimately responsible for payment is aware of the booking. If a dispute arises between occupants, owners, or third parties, this does not affect your obligation to pay for services already provided or materials already supplied.

If we provide materials, fittings, or consumables as part of the service, title to those items may remain with us until full payment has been received, unless otherwise agreed. You must not misuse, alter, or interfere with any equipment we supply or install without permission. Any instruction that would require unlawful, unsafe, or unethical conduct will be declined. Reasonable variation to the service scope may be necessary where unexpected conditions are discovered, and any such variation will be discussed with you where practicable before work continues.

These terms may be updated from time to time to reflect operational changes, legal developments, or improvements to our service procedures. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. If a court or competent authority finds that any part of these terms is unenforceable, the remaining provisions will continue in full force so far as lawful and practicable. No failure or delay by us in exercising any right will operate as a waiver of that right.

Nothing in these terms creates a partnership, joint venture, employment relationship, or agency relationship between us and you beyond the specific service arrangement agreed. Any rights or remedies available under statute remain unaffected except where validly modified or excluded by law. These terms represent the whole agreement between the parties in relation to the relevant service unless supplemented by a separate written contract, quotation, or order confirmation. Legal interpretation will be approached in a practical manner, giving effect to the clear meaning and commercial purpose of the agreement.

These UK service terms are governed by the laws of England and Wales, or, where applicable, the laws of Scotland or Northern Ireland depending on the location of the relevant service and the mandatory rules that apply. Any dispute arising out of or in connection with the service, these terms, or any related booking shall be subject to the non-exclusive jurisdiction of the courts that have authority under the applicable legal framework. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions in relation to the services requested.