Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which services are supplied to customers in the United Kingdom. They are designed to create a clear understanding of how the booking process works, how payments are handled, what happens if a booking is changed or cancelled, and the responsibilities of both parties during the provision of the service. By placing a booking, you agree to be bound by these terms, together with any written quotation, scope of work, or service confirmation issued in relation to the order.
These terms apply to both consumer and business customers unless a specific provision states otherwise. Where any inconsistency arises between a quotation and these terms, the quotation will usually take priority for the particular service item, but only to the extent expressly stated. Nothing in these terms is intended to remove any rights that cannot be excluded under applicable UK law. All services are provided subject to availability, suitability, and lawful use, and we reserve the right to refuse or suspend a service where necessary to protect health, safety, compliance, or service quality.
The service agreement begins when a booking request is accepted in writing, by email, through an online system, or by another confirmed method. A request alone does not guarantee a place, allocation of staff, or scheduling. We may ask for further information before confirming a booking, including service type, access details, property conditions, quantity estimates, and any special instructions that may affect performance. If inaccurate or incomplete information is provided, the price, time required, or scope of the service may need to be revised.
Customers are responsible for ensuring that the details supplied at the time of booking are correct and remain up to date. This includes any restrictions on access, parking, loading, timing, site hazards, or special handling requirements. Where the customer delays, withholds information, or changes the service location or specifications after acceptance, we may adjust the quotation, reschedule the appointment, or treat the change as a new booking. We will use reasonable efforts to accommodate amendments, but availability cannot be guaranteed.
Quoted times are estimates unless expressly confirmed as fixed appointment times. Delays may occur due to traffic, prior service overruns, weather, equipment issues, or circumstances beyond our control. We will aim to perform the UK service within the agreed period, but time is not of the essence unless stated in writing. If the customer is not available at the booked time, or access is not reasonably possible, a call-out fee, waiting charge, or rebooking charge may apply.
Bookings made online, by phone, or in writing may be subject to a minimum notice period. Same-day or urgent bookings are accepted at our discretion and may carry an additional charge. Where a deposit is required, the booking is not secured until cleared funds are received. We may decline a booking if the requested service falls outside our operational capacity, would breach legal requirements, or presents an unacceptable risk to staff, property, or the environment.
All prices are stated in pounds sterling unless otherwise indicated. Unless we agree differently in writing, prices may be given as fixed fees, hourly rates, or a combination of both, depending on the nature of the service. Prices may exclude VAT, materials, permits, parking, congestion fees, waste transfer costs, specialist equipment hire, or subcontracted work. Any such extra charges will be explained as clearly as reasonably possible before the service is carried out.
Payment terms will be shown on the invoice, booking confirmation, or quotation. In many cases, full payment is required on completion, although part-payment or advance payment may be required for bespoke or high-value services. We may also require proof of identity, payment card validation, or business account approval before undertaking work. If payment is not made by the due date, we reserve the right to charge statutory interest where permitted, recover reasonable costs of collection, and suspend further services until the account is settled.
Payment methods may include bank transfer, debit card, credit card, approved online payment tools, or other methods agreed in advance. Cash may be accepted only where expressly authorised. Where a payment card is used, the customer confirms that they are authorised to use that card. Refunds, where due, will normally be issued to the original payment method, subject to any lawful deductions for work already completed, materials supplied, cancellation charges, or other permitted costs.
If the service requires a deposit, the deposit may be non-refundable to the extent that it covers administration, reserved staff time, or purchased materials that cannot be reused. Any remaining balance will be calculated according to the stage reached at the point of cancellation. Where a customer cancels after work has started, they may be liable for the full cost of labour already performed and any committed expenses. We will not charge for work not carried out, except where a lawful cancellation fee has been clearly disclosed in advance.
Customers may have cancellation rights under consumer law in certain circumstances, particularly where services are booked remotely and the statutory cooling-off rules apply. However, if the customer requests that the service begins within the cooling-off period, they may lose the right to cancel once the service has been fully performed. Where the customer asks for early performance, they acknowledge that any loss of cancellation rights will be explained and, where required, consent will be obtained before the work starts.
We may cancel or reschedule a booking where necessary due to staff illness, unsafe conditions, equipment failure, extreme weather, non-payment, or any event beyond our reasonable control. If we cancel, we will offer a reasonable alternative date or refund any advance payment for services not provided. We will not be responsible for indirect losses arising from a cancellation that is caused by events outside our control, provided we have acted reasonably and in good faith.
The service will be performed with reasonable care and skill in line with applicable standards, legal obligations, and any specific instructions agreed at booking. Where a service involves entering premises, the customer must ensure that we have safe access to the relevant area and that the site is reasonably prepared. Any delays caused by unprepared spaces, obstructions, poor lighting, lack of utilities, or unsafe conditions may be chargeable. If the customer or their representative gives instructions that conflict with law or safety requirements, we may refuse to act on them.
During the provision of the service agreement, the customer must cooperate where needed, including providing correct information, securing pets or valuables, and notifying us of concealed hazards such as asbestos, faulty wiring, structural instability, contamination, or biohazards. We may stop work if we believe continuing would be unsafe or unlawful. In such circumstances, the customer may still be charged for time spent, travel, and materials already committed, unless the issue arose solely from our own fault.
The customer acknowledges that results may vary depending on the condition, age, layout, or prior use of the site or item being serviced. Any estimates or descriptions of outcome are based on reasonable expectations and the information available at the time. We do not guarantee that every issue can be resolved or that a particular outcome will be achieved where this depends on third-party factors, hidden defects, or conditions outside our control.
Our liability is limited to losses that are foreseeable and directly caused by our breach of these terms or by our negligence. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those exceptions, we are not responsible for indirect, special, or consequential losses, loss of profit, loss of business, loss of goodwill, or loss arising from the customer’s own failure to act reasonably.
Where we are liable for damage to property, our liability may be limited to the cost of repair or replacement, whichever is lower and reasonable in the circumstances. The customer must take reasonable steps to minimise loss and must notify us of any issue within a reasonable time after it becomes apparent. We may require evidence, photographs, receipts, or access to inspect any alleged problem before deciding whether compensation, repair, or replacement is appropriate.
Nothing in these terms limits any rights available to consumers in relation to services that are not supplied with reasonable care and skill, are not as described, or are not carried out within a reasonable time where no time has been agreed. Any warranty or service guarantee we offer will be specific, may have conditions, and will not apply where the defect arises from misuse, unauthorised alteration, normal wear and tear, third-party interference, or failure to follow reasonable instructions.
Where the service produces waste, the customer agrees that all waste handling must comply with applicable UK waste laws, environmental requirements, and any site-specific rules. Waste includes, without limitation, packaging, removed materials, contaminated items, and other residues arising from the service. If we remove waste on behalf of the customer, the customer must ensure that the waste is accurately described and not falsely classified. Hazardous, clinical, electrical, construction, or regulated waste may require separate handling, extra charges, or specialist facilities.
Waste regulations may require the segregation, containment, transport, record-keeping, and disposal of certain materials through authorised channels. The customer must not ask us to dispose of waste unlawfully, and we may refuse any item that cannot be handled safely or legally. If waste is misdescribed, concealed, or contaminated in a way that increases cost or risk, we may charge additional fees and notify the customer of the issue. Ownership of waste passes only when lawful transfer and disposal arrangements have been completed.
The customer must provide accurate information about any potentially hazardous substances, sharp materials, oils, solvents, batteries, electronics, or other controlled items. If required, the customer may need to sign a waste transfer note, acknowledgement of disposal, or similar document. We may suspend or terminate the service if the waste stream is unsafe, unlicensed, or inconsistent with the agreed scope. Any illegal disposal request will be rejected, and we may report serious concerns to the relevant authorities where required by law.
Both parties agree to keep confidential any non-public business, pricing, operational, or technical information received in connection with the service, except where disclosure is required by law, a court order, insurer, accountant, professional adviser, or regulator. Personal data will be handled in accordance with applicable data protection law and only for legitimate service-related purposes. We may use subcontractors or agents to deliver all or part of the service, provided we remain responsible for the overall performance of the agreed work.
We may transfer our rights or obligations under these terms to another organisation, provided this does not materially reduce your rights. You may not transfer your booking or rights without our prior written consent. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force. Failure to enforce a term on one occasion does not waive our right to enforce it later.
Governing law and jurisdiction for these terms shall be the law of England and Wales, unless the customer is based in Scotland or Northern Ireland and mandatory local consumer rules apply. Any dispute arising from or in connection with these terms shall be handled by the courts with proper jurisdiction, without affecting any rights to alternative dispute resolution or statutory remedies where available. These terms are intended to be interpreted in a commercially sensible way, with the aim of supporting fair and lawful service provision.
These service terms and conditions constitute the entire agreement between the parties in relation to the booking, unless expressly amended in writing. Any variation must be agreed by an authorised representative and recorded in a clear form, such as email or signed amendment. By confirming a booking or paying a deposit, the customer acknowledges that they have read, understood, and agreed to these terms and any associated quotation or service schedule.
We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or is expressly agreed by both parties. Customers are encouraged to review the applicable terms carefully before confirming any order, as placing a booking signifies acceptance of the conditions governing the service relationship.
If any clause is unclear, the customer should seek clarification before booking, because once a service has been accepted and scheduled, the agreed obligations, charges, and responsibilities will apply. These terms are intended to be balanced, lawful, and practical, so that the service can be delivered efficiently while preserving the rights of both parties and promoting safe, compliant, and professional performance.
