UK Service Terms and Conditions
These UK service terms and conditions set out the basis on which services are provided to customers. By placing a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create a clear understanding of the service process, the scope of responsibility, the payment structure, and the standards expected from both parties. For the avoidance of doubt, these conditions apply to the extent permitted by law and form part of the agreement between the service provider and the customer.
In these terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer receiving the service. The expression “services” includes any labour, supply, installation, maintenance, collection, removal, inspection, or related work agreed in writing or otherwise confirmed in the booking. These service conditions are intended to support transparent and fair trading, while also protecting both parties from misunderstandings concerning delivery, timing, and obligations.
Nothing in these terms affects your statutory rights as a consumer where services are supplied to an individual acting outside a trade, business, or profession. Where a customer is a business, different standards may apply to the fullest extent allowed by law. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. The headings are for convenience only and do not alter the meaning of any clause.
Booking Process
A booking may be made by phone, email, online form, written request, or any other method we make available from time to time. A booking becomes valid only when it is accepted by us and the relevant details have been confirmed. Confirmation may include the service date, the location, the type of work, the estimated duration, any special requirements, and the price or charging method. We may request additional information before accepting a booking, especially where the service depends on site access, specialist equipment, or compliance checks.
It is your responsibility to provide accurate and complete information when arranging a service booking. This includes access instructions, parking considerations, safety hazards, restrictions on entry, and any relevant property or item details. If the information supplied is incomplete or incorrect, we may need to revise the quote, alter the schedule, or refuse to proceed until the issue is resolved. We will not be liable for delays or extra costs arising from inaccurate customer information.
We aim to attend on the agreed date and within any stated time window, but all appointment times are estimates unless expressly guaranteed in writing. Circumstances beyond our control, including weather, traffic, supply issues, staff illness, technical faults, or third-party delays, may affect attendance. Where this happens, we will try to notify you promptly and rearrange the booking where reasonably possible. We reserve the right to refuse or cancel a booking if carrying out the work would be unsafe, unlawful, or outside the agreed scope.
Payments and Charges
All charges will be set out in the quote, booking confirmation, order summary, or another agreed document. Unless otherwise stated, prices may be based on fixed fees, hourly rates, call-out charges, materials, disposal fees, or a combination of these. Service payment terms may require a deposit before work starts, particularly where materials must be ordered, access is reserved, or the booking is time-sensitive. Any deposit arrangement will be made clear at the point of confirmation.
Unless we agree otherwise, payment is due immediately upon completion of the service or within the time stated on the invoice. We may accept payment by bank transfer, card, cash, or another approved method. Where payment is not received on time, we may charge statutory interest and reasonable recovery costs, to the extent permitted by applicable law. Any discounts, promotional offers, or special rates are valid only where expressly confirmed and may be withdrawn if the customer does not comply with the booking requirements.
Prices may change before a booking is confirmed, but once a confirmed order has been accepted, the agreed price will remain valid unless the scope of work changes or inaccurate information was supplied. If additional work is required and authorised by you, this may be charged separately. If we discover unforeseen conditions after work has begun, we may suspend the service and provide a revised estimate before proceeding. You are responsible for payment of any approved extras.
Cancellations, Rescheduling, and Customer Responsibility
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the resources already allocated, and whether materials or subcontracted services have been arranged. If you cancel after we have incurred costs or reserved time specifically for your booking, we may retain all or part of any deposit and charge reasonable losses where permitted by law. This is especially relevant for bespoke or urgent service arrangements.
If you are not present at the agreed time, do not provide access, or fail to prepare the site as agreed, we may treat the booking as cancelled or charge a wasted attendance fee. We may also pause the work if the location is unsafe or if continuing would expose staff, property, or third parties to avoidable risk. Delays caused by the customer may lead to additional charges where staff time or travel has been committed.
We may cancel or reschedule a booking if necessary due to operational, safety, legal, or commercial reasons. Where possible, we will give notice and offer a new appointment. If we must cancel and cannot reasonably rearrange, any prepaid sum relating to the unperformed part of the service will be refunded. We are not liable for indirect losses caused by a cancellation or change of date, provided we have acted reasonably and in good faith.
Service Standards and Liability
We will carry out the services with reasonable skill and care, in line with applicable law and the information available at the time of performance. If you believe the work is incomplete or not performed with reasonable care, you should notify us within a reasonable period so that we can investigate and, where appropriate, put matters right. Our liability for failure to provide the service as agreed is limited to the extent permitted by law and may include re-performance, a partial refund, or another appropriate remedy depending on the circumstances.
We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to those legal limits, we will not be responsible for losses that are indirect, consequential, or purely financial where such losses were not reasonably foreseeable at the time of contract. We are also not responsible for damage caused by pre-existing defects, hidden faults, structural issues, or customer instructions contrary to our advice.
Where we handle items belonging to you, you should remove valuables, confidential records, fragile goods, and any items not intended to form part of the service area. Unless otherwise agreed in writing, you remain responsible for safeguarding personal possessions and for ensuring that any item to be worked on is suitable for the requested service. If you ask us to proceed despite a warning, you do so at your own risk to the extent allowed by law.
Waste Regulations and Disposal
Where the service involves removal, collection, clearance, demolition, maintenance, or any activity that creates waste, both parties must comply with applicable waste rules and environmental duties. We will handle waste in a lawful manner and use appropriate arrangements for transfer, storage, transport, and disposal. Waste may include packaging, offcuts, rubble, damaged materials, contaminated items, and general debris arising from the service. The exact handling method may vary depending on the nature of the work.
You must tell us in advance if the waste includes hazardous substances, electrical items, sharp materials, liquids, biological matter, asbestos, gas cylinders, or anything that may require special treatment. If such items are discovered unexpectedly, we may stop work until the issue has been assessed and may charge extra for the additional handling, equipment, or compliant disposal needed. We reserve the right to refuse waste that cannot legally be collected or managed under the agreed service.
Ownership of waste intended for removal usually passes to us only when collection has been accepted as part of the service and the waste is lawfully in our possession. Until that point, you remain responsible for lawful storage and disclosure. You must not instruct us to dispose of anything illegally, and we will not be obliged to follow any request that would breach environmental, transport, or duty-of-care obligations. These waste management terms apply alongside any separate legal requirements linked to the work.
Customer Obligations and Access
You agree to provide safe, reasonable, and timely access to the premises, site, or items required for the service. This may include keys, codes, parking permission, lift access, water, electricity, lighting, or other practical support. If access is delayed or restricted, we may need to shorten the service, amend the timetable, or apply additional charges where staff and equipment are kept waiting. You must also ensure that the work area is cleared enough to allow the service to proceed efficiently and safely.
You are responsible for ensuring that all information supplied to us is accurate, lawful, and not misleading. If you ask us to work on or around equipment, fixtures, materials, or structures that belong to a third party, you must have the necessary authority to do so. We may request proof of permission where reasonably required. Any instruction given by you, your representative, or another person appearing to have authority may be treated as valid unless we are told otherwise in advance.
We may suspend or withdraw services where the customer behaves abusively, threatens staff, fails to cooperate, or creates an unsafe working environment. In such cases, any amount already paid may be retained to cover work done, losses incurred, or costs reasonably associated with the attempted service, subject always to applicable law. We encourage prompt communication where an issue arises so that a practical solution can be considered before the situation escalates.
General Provisions
We may update these terms from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a change is required by law or agreed otherwise. No variation of these terms is valid unless confirmed by us in writing or by another method we have approved. A failure by us to enforce any right on one occasion does not waive that right for the future.
These terms, together with the booking confirmation and any written quotation, form the entire agreement between the parties in relation to the relevant service, unless expressly stated otherwise. If a dispute arises, both parties should first attempt to resolve the matter in good faith. Nothing in this section prevents either party from using any statutory remedy or complaint route available under applicable law. The wording of this service agreement is intended to be interpreted reasonably and in accordance with its overall purpose.
Governing law: These terms and any dispute or claim arising from them, or from the services supplied under them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another legal regime is expressly required by mandatory law. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law or other mandatory rules provide otherwise. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these UK service terms and conditions.
