UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided by our business to customers in the UK. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. They are designed to be clear, fair, and practical, and they apply to all standard service bookings unless we have agreed something different in writing.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or business receiving the services. These terms should be read together with any quotation, estimate, booking confirmation, invoice, or written service specification. If there is any inconsistency, the written agreement for that specific job will take priority over these general terms.

We may update these terms and conditions from time to time to reflect legal, operational, or commercial changes. The version that applies to your booking is the version in force at the time your booking is accepted, unless a later version is expressly agreed by both parties. Nothing in these terms affects your statutory rights under UK law.

Booking process
Bookings may be made by phone, email, online form, or any other method we make available. A request for a booking is not a binding agreement until we have confirmed acceptance, availability, pricing, and any relevant service details. We may ask for additional information before confirming a booking, including access requirements, site conditions, timing preferences, or special instructions. It is your responsibility to provide accurate information so that we can assess the work properly.

Once a booking has been accepted, we will usually issue a written confirmation or work schedule. This may include the service date, scope of work, estimated duration, materials, and any assumptions that apply. If the service needs to be changed after confirmation, we may need to revise the price, timing, or scope. Any change must be agreed by both parties before work continues, unless it is a minor operational adjustment that does not materially affect the service.

Where access to premises is required, you must ensure that the site is ready on the agreed date and time. This includes providing safe access, necessary permissions, parking arrangements where applicable, and any required keys, codes, or passes. If we are unable to start or complete the service because the site is not ready or access is restricted, we may charge reasonable waiting time, return visit costs, or cancellation fees where appropriate.

If you are booking on behalf of a company, organisation, landlord, or other entity, you confirm that you have authority to do so. You also confirm that any person receiving the service on your behalf is authorised to provide instructions and accept completion of the work. For recurring or ongoing services, the booking may be subject to a minimum term, notice period, or schedule review, as stated in the relevant order or agreement.

Payments
Unless otherwise agreed in writing, payment is due in full on completion of the service or within the timeframe stated on the invoice. For certain services, we may require a deposit, part payment in advance, or payment on booking. Deposits are used to reserve time and cover initial administrative or material costs, and they may be non-refundable except where we are unable to deliver the service due to our own fault.

We accept payment using the methods stated in the invoice or booking confirmation. If payment is not made by the due date, we reserve the right to suspend further work, withhold delivery of reports or final documents where lawful, or recover overdue sums through appropriate channels. Late payment may also attract interest and recovery costs where permitted under the Late Payment of Commercial Debts framework or other applicable UK legislation.

All prices are shown exclusive of VAT unless stated otherwise. If VAT applies, it will be added at the prevailing rate. Any estimate or quotation is based on the information available at the time and may be revised if the actual circumstances differ from those described. Examples include unexpected site conditions, additional labour, specialist equipment, extended waiting time, or waste disposal requirements not originally included.

Cancellations and rescheduling
You may request to cancel or reschedule a booking, but notice must be given within a reasonable period before the agreed appointment time. The amount of notice required may vary depending on the type of service, the resources allocated, and whether materials have already been purchased. If sufficient notice is not given, we may charge a cancellation fee to cover costs and lost time.

If you cancel after we have ordered materials, reserved equipment, assigned staff, or travelled to site, you may be responsible for reasonable costs already incurred. Where a cancellation occurs because you fail to provide access, provide correct information, or ensure the site is safe and ready, it may be treated as a late cancellation or customer-induced failure to attend. If we need to cancel or postpone due to illness, safety concerns, supply issues, adverse conditions, or events outside our control, we will aim to give notice as soon as reasonably possible and arrange a new date where practical.

Liability
We will provide our services with reasonable care and skill. If we fail to do so, we may, at our discretion, re-perform the affected service, correct the issue, or offer a reasonable price adjustment, depending on the circumstances. We are not responsible for losses caused by information you provided incorrectly, by hidden defects, by third-party interference, or by events beyond our reasonable control.

Nothing in these UK service terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that position, we will not be liable for indirect or consequential losses, loss of profit, loss of business opportunity, or loss of goodwill. Where liability is permitted to be limited, our total liability arising out of any single booking will be limited to the amount paid or payable for the specific service giving rise to the claim.

You are responsible for ensuring that the premises, equipment, and environment are suitable for the service and that any relevant risks are disclosed before work begins. This includes fragile items, hidden hazards, asbestos, contaminated areas, or restricted access points. If we identify a risk that makes the service unsafe or impractical, we may pause or decline the work until the issue is resolved. We are not responsible for damage caused by pre-existing defects, structural weakness, wear and tear, or failure to follow our instructions.

Waste regulations and site responsibilities
Where our services generate waste, surplus materials, packaging, or removed items, the handling of that waste will depend on the agreed scope of work and applicable UK waste regulations. Unless otherwise agreed, you remain responsible for waste ownership and lawful disposal after completion of the service. If we agree to remove waste on your behalf, that arrangement will be limited to the specific waste identified in the booking or quotation.

All waste must be described accurately and must not include prohibited, hazardous, or regulated materials unless we have expressly agreed to handle them and have the necessary permissions or arrangements. You must tell us in advance about any substances or items that may require specialist handling, segregation, transport controls, or documentation. If undisclosed waste is discovered, we may stop work, revise the price, or refuse removal until suitable arrangements are made.

We will act in accordance with the Environmental Protection Act 1990, the Duty of Care requirements, and any other applicable waste management rules in force in the UK. Where we transport or dispose of waste as part of the service, we will do so only through lawful and appropriate channels. If the law requires a transfer note, record, or similar document, the relevant party must complete it promptly and accurately. You agree to cooperate with any reasonable compliance request linked to waste handling or disposal.

Service standards, changes, and completion
We aim to deliver services within the timeframe agreed, but dates and times are estimates unless specifically stated as fixed commitments. Delays may occur because of weather, access problems, supply shortages, or circumstances outside our control. We will make reasonable efforts to keep you informed if a delay occurs. If a delay results from your actions or failure to prepare the site, we may charge additional costs arising from the disruption.

Completion of the service does not prevent you from raising a genuine issue later, provided it is reported within a reasonable time. However, where you sign off a job, accept the completed work, or begin using the service outcome, this may be treated as confirmation that the work was accepted subject to any obvious defect you mentioned at the time. Any complaint should be made in good faith and supported by enough detail for us to assess the concern properly.

We may use subcontractors, assistants, or approved third parties to provide all or part of the service. If we do so, we remain responsible for the standard of the service provided, subject to these terms. Any personnel sent to site must be treated with respect and given a safe environment in which to work. We may withdraw staff if abusive behaviour, unsafe conditions, or unlawful conduct occurs.

Termination and suspension
We may suspend or end the service immediately if you materially breach these terms, fail to pay sums due, provide false information, or create an unsafe or hostile working environment. If we end the service because of your breach, you may remain liable for work already carried out, materials ordered, and costs reasonably incurred. If we end the service without your breach, we will only charge for work properly completed up to the point of termination.

You may also end the service by giving notice where a notice period applies, provided any outstanding balances are paid. Ending a service does not remove obligations that are intended to continue after completion or termination, including payment, liability limits, confidentiality where relevant, and waste or property responsibilities. Any accrued rights or remedies available to either party will survive termination.

Governing law
These service terms and conditions and any dispute or claim arising from them are governed by the laws of England and Wales, unless mandatory law requires otherwise. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where a different forum is required by law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These terms form the basis of a fair and transparent service agreement and are intended to protect both parties by setting out clear expectations. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these conditions, including the rules on booking, payment, cancellation, liability, waste, and governing law. If any specific service order includes additional terms, those terms will apply alongside this document unless they conflict with it.