Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the UK. By making a booking, accepting a quotation, or confirming an order, you agree to be bound by these terms. They are designed to create clarity about the booking process, payments, cancellations, liability, waste handling, and the law that applies to our relationship with you. These terms and conditions for services apply to all standard service bookings unless we have agreed a separate written contract.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person entering into the agreement. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force. Nothing in these service terms affects your statutory rights where they apply.

We may update these terms from time to time to reflect changes in our business, legal requirements, or the services we offer. The version that applies is the version in force at the time your booking is accepted. Please read the full document carefully before confirming any service booking. These terms should be considered together with any quotation, scope of work, or service order we provide.

Booking process

To request a service, you may submit an enquiry, complete an online form, or contact us through the channels we make available. A quotation or estimate does not itself create a contract. A contract is formed only when we confirm acceptance of your booking, issue a written order confirmation, or begin performing the services. We reserve the right to decline any booking at our discretion, including where we are unable to safely, lawfully, or reasonably carry out the work.

When you make a booking, you must provide accurate and complete information, including the service address, access arrangements, timing preferences, and any relevant site conditions. You must also tell us about any restrictions, hazards, or special requirements that may affect delivery. If the information you provide is incomplete or incorrect, we may revise the price, amend the schedule, or cancel the booking without liability for any resulting delay or inconvenience. Service bookings are accepted on the basis of the information supplied by you.

We may require a deposit, advance payment, or written acceptance before reserving a date or allocating resources. Where a booking depends on a survey, inspection, or access check, the final scope of work may be adjusted after the visit. Any changes to the agreed service must be confirmed by us in writing or by a clear recorded communication. You are responsible for ensuring that any person who places a booking on your behalf is authorised to do so.

Payments

Unless otherwise stated, all prices are quoted in pounds sterling and may be stated exclusive of VAT or other applicable taxes. The price may be based on estimated time, labour, materials, equipment, waste handling, and any agreed extras. If the actual service required differs from the original specification, or if unforeseen circumstances arise, we may charge for additional work at our standard rates or as otherwise agreed. Service charges are due in full by the stated payment date.

You agree to pay all invoices promptly and without set-off, deduction, or withholding unless required by law. Where payment terms are not specified, invoices are payable immediately upon issue. We may suspend or withhold services if payment is overdue, a deposit is unpaid, or we reasonably believe that payment may not be made. If a payment is returned, reversed, or declined, you must settle the amount owed together with any bank or administration fees incurred.

If we agree staged payments, milestone payments, or part payments, each instalment becomes due in line with the agreed schedule. Failure to pay one instalment may allow us to pause work, delay completion, or terminate the agreement. We reserve the right to charge interest on overdue sums at the statutory rate applicable in the UK, together with reasonable recovery costs permitted by law. Any discount or promotional rate applies only to the specific booking for which it was offered.

Cancellations and changes

You may request to cancel or reschedule a booking, but any cancellation will only take effect once we receive clear notice from you. If you cancel after we have accepted the booking, we may charge a cancellation fee to cover administration, reserved capacity, labour allocation, materials ordered, and any non-recoverable costs. The amount of the fee may vary depending on how much notice you give and whether any work has already started. Cancellation terms may be different for urgent or time-sensitive services.

Where a booking is rescheduled by agreement, we will use reasonable efforts to move the appointment to an alternative date. However, availability is not guaranteed. If you fail to provide access, are absent at the agreed time, or cannot permit the service to proceed, we may treat this as a late cancellation or failed attendance and charge accordingly. We are not responsible for losses arising from your decision to cancel where the service was already scheduled, staffed, or prepared.

We may also cancel or postpone a booking where circumstances beyond our control make performance impracticable, unsafe, or unlawful, including severe weather, staff unavailability, transport disruption, equipment failure, supply issues, or legal restrictions. In such cases, we will seek to rearrange the service where possible. If we cancel before work begins, any advance payment for the unused portion of the service will be refunded, unless the cancellation was caused by your breach of contract or failure to cooperate.

Performance, liability, and limits

We will provide our services with reasonable care and skill and in accordance with the agreed scope. However, outcomes may depend on factors outside our control, including the condition of the property, the accuracy of information supplied, and third-party actions. You are responsible for securing valuables, removing fragile items where necessary, and ensuring safe access to the service area. We are not responsible for pre-existing defects, normal wear and tear, or issues that arise because of hidden conditions not reasonably discoverable during the service.

Nothing in these service terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under UK law. Subject to that, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of data, or loss of opportunity. Our total liability in connection with any booking will be limited to the amount paid, or payable, for the relevant service unless a different limit is stated in writing.

If you are a business customer, you acknowledge that the services are provided for business use only where stated, and that any additional warranties or consumer protections may not apply. Any claim for defective service must be raised within a reasonable time after completion and before any further work is carried out by another provider, except where immediate notice is not reasonably possible. We may, at our option, re-perform the service, provide a partial refund, or offer another appropriate remedy where a valid complaint is established.

Waste regulations and materials

Where our services generate, handle, remove, store, or dispose of waste, both parties must comply with applicable UK waste regulations and environmental laws. You must ensure that any waste presented for collection, transfer, or treatment is described accurately and is not misclassified. We may refuse to handle waste that is hazardous, contaminated, prohibited, incorrectly packaged, or not disclosed in advance. Any waste transfer, collection, or disposal will be carried out in accordance with relevant legal duties, record-keeping requirements, and duty of care obligations.

Unless we expressly agree otherwise, you remain responsible for ownership of waste until it has been lawfully transferred or accepted by the appropriate third party. If you supply materials, goods, or items for us to use, you must ensure that they are suitable, lawful, and safe. We are not liable for delays or losses caused by unsafe materials, incorrect specifications, missing parts, or items that do not meet applicable standards. Waste handling services may be subject to additional terms, charges, and documentation requirements.

You agree to cooperate with any reasonable request we make in relation to segregation, access, packaging, labelling, or documentation required for waste compliance. Where permits, consents, or notifications are needed, you must obtain them unless we have agreed in writing to do so. We may stop work if continuing would breach environmental rules or create a risk to health, safety, or lawful disposal. Any costs we incur because of your failure to comply may be charged to you.

Customer responsibilities

You must provide a safe working environment and tell us about any known risks at the premises, including restricted access, asbestos, pests, structural issues, or live services. You must ensure that the site is ready at the agreed time and that someone authorised is available if needed. Delays caused by missing information, limited access, incorrect keys, parking restrictions, or site conditions may result in waiting charges, additional fees, or a revised completion time. You are also responsible for obtaining any permissions required from landlords, managing agents, neighbours, or other third parties.

Any property left in our care will be handled with reasonable care, but you should remove any items of exceptional value unless we have agreed in writing to take responsibility for them. We are entitled to rely on instructions given by you or your authorised representative. If you request a variation mid-service, we may confirm a revised price or revised completion date before proceeding. A request to alter the work does not oblige us to continue on the original terms.

Force majeure

We are not liable for failure or delay caused by events beyond our reasonable control, including natural events, industrial action, civil unrest, public emergencies, power failure, transport disruption, equipment shortage, or governmental action. If such an event occurs, we may suspend performance for the duration of the event and will act reasonably to resume the service where possible. If the event continues for an extended period, either party may terminate the affected booking by written notice, without prejudice to rights accrued before termination.

Governing law and disputes

These terms and conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales unless another part of the UK applies by mandatory legal rule. The parties agree that the courts with appropriate jurisdiction in the UK shall have exclusive or primary authority to resolve disputes, subject to any mandatory consumer rights or alternative dispute resolution process that may apply. UK service terms should be read consistently with applicable statutory protections.

If any dispute arises, the parties should first try to resolve it in good faith by discussing the issue and exchanging relevant information. Formal legal action should be a last resort. No delay or failure by us to enforce any right under these terms will operate as a waiver of that right. Any heading in these terms is included for convenience only and does not affect interpretation.

You confirm that you have read and understood these service terms and conditions before making a booking. By proceeding, you acknowledge that the service may involve operational, financial, or logistical dependencies and that reasonable variations may be necessary to deliver the agreed outcome. These terms form the entire agreement between us in relation to the booking, unless expressly varied in writing and signed or accepted by both parties.

End of terms