Terms and Conditions for UK Services
These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or accepting a quotation, you agree to these terms. Please read them carefully before placing a booking, as they explain the booking process, payment requirements, cancellation rules, responsibilities relating to waste, and the limits of our liability.
These terms are intended to be clear, fair, and easy to understand. They apply to all standard service arrangements unless we agree otherwise in writing. They do not affect your statutory rights as a consumer where those rights apply. If any part of these conditions is found to be unenforceable, the remaining parts will continue to apply in full.
In these terms and conditions for services, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer using or booking the service. The exact scope of the work, pricing, and timing will depend on the service requested and any written confirmation issued before the work begins.
Booking Process
A booking is only accepted once we have confirmed it, either in writing, by email, by message, or through another stated booking method. Until confirmation is issued, any request for a service remains subject to availability, scheduling, and any information you provide about the work required. We may ask for photographs, measurements, access details, or other relevant information before confirming a booking.
When you make a booking, you must provide accurate and complete information. This includes the service address, preferred date or time, access arrangements, parking restrictions, and any special requirements that may affect performance of the service. If the information provided is incomplete or incorrect, we may need to amend the booking, revise the price, or decline to carry out the work.
We reserve the right to refuse or cancel a booking where we reasonably believe the service cannot be delivered safely, lawfully, or within the agreed scope. This includes situations where the requested work is outside our service range, where the site conditions are unsuitable, or where there is a risk to property, people, or personnel. Any changes to the booking must be agreed in advance.
Payments and Charges
All prices will be confirmed before work begins, unless the nature of the service requires an estimate that may change once we inspect the site or the items involved. Where an estimate is provided, it is based on the information available at the time and may be adjusted if the actual service differs materially from what was described. We will explain any significant variation before continuing, where practicable.
Payment terms will be stated at the time of booking or in the order confirmation. Depending on the service, full payment may be required in advance, a deposit may be requested, or payment may be due on completion. Unless otherwise agreed, all invoices must be paid in full by the due date shown. We may suspend or refuse to proceed with a booking if payment conditions are not met.
Late payments may result in additional charges to cover reasonable recovery costs, where permitted by law. You are responsible for any bank charges, card processing reversals, or failed payment fees caused by your payment method. Prices are inclusive or exclusive of VAT depending on the confirmation provided at booking, and any applicable tax will be shown separately where required.
If extra work is requested during the service, or if the original scope changes because of hidden conditions, increased volume, difficult access, or other factors not reasonably foreseeable at the time of booking, we may charge an additional amount. We will use reasonable efforts to notify you before carrying out any additional chargeable work.
Cancellations, Rescheduling, and No-Shows
You may cancel or reschedule a booking by giving us reasonable notice. Where a cancellation is made too close to the agreed service time, we may charge a cancellation fee to cover administrative and operational costs, especially where resources have already been allocated. Any fee will be fair and proportionate to the circumstances.
If you are not available at the agreed time, or if we cannot access the premises because of circumstances within your control, this may be treated as a late cancellation or a failed visit. In such cases, the full fee or a call-out charge may still apply. We are not responsible for delays caused by your failure to provide correct access information.
We may cancel or reschedule a booking where necessary due to staff illness, severe weather, safety concerns, supply issues, transport disruption, or other events beyond our reasonable control. If we do so, we will use reasonable efforts to arrange an alternative date. Where payment has been taken in advance for a service we are unable to provide, we will arrange a refund or rebook the service as appropriate.
For time-sensitive services, punctuality is important, but arrival windows may be affected by traffic, site conditions, or prior appointments. We will make reasonable efforts to keep you informed of significant delays. However, time is not of the essence unless we expressly state otherwise in writing. Delays caused by circumstances outside our control will not usually give rise to compensation.
Service Standards and Customer Responsibilities
We will perform the service with reasonable skill and care, using suitable methods and equipment. Our team will work in accordance with the agreed scope and any relevant safety procedures. If a service requires preparation by you, you must ensure the premises or items are ready before the agreed start time. This may include clearing access routes, disconnecting utilities where instructed, or removing fragile items.
You are responsible for ensuring that the service can be carried out safely. You must tell us about any hazards, fragile surfaces, hidden risks, infestations, structural concerns, or other issues that could affect the work. If we identify a serious safety concern, we may pause or stop the service until the issue is resolved. Any delay caused by unsafe conditions may be chargeable if reasonably incurred.
Where our service involves removal, collection, transport, or disposal of items, you must ensure that the goods are lawfully owned by you or that you have authority to dispose of them. We do not accept responsibility for items that should not be removed, or for losses arising from inaccurate instructions provided by you.
Waste Regulations and Disposal
Waste produced during a service will be handled in accordance with applicable UK waste regulations and other relevant legal requirements. This includes appropriate sorting, handling, transportation, and disposal of waste materials where such services form part of the booking. We may use licensed third parties or authorised facilities where necessary to ensure lawful disposal.
You must not ask us to remove hazardous, prohibited, or controlled waste unless this has been expressly agreed in advance and we are authorised to handle it. Examples may include chemicals, asbestos, clinical waste, pressurised containers, or other regulated materials. If such waste is discovered during the service and was not disclosed beforehand, we may suspend work, refuse removal, or apply additional charges for specialist handling, where lawful.
We may ask you to confirm the nature of waste items before collection or disposal. If incorrect information is supplied and results in a breach of regulations, contamination, or additional disposal costs, you will be responsible for those costs to the extent permitted by law. You agree not to include personal data, confidential documents, or restricted materials in items handed over for disposal unless you have taken responsibility for their lawful destruction.
Any ownership of waste transfers only when we have accepted it for disposal under the agreed terms. Until then, you remain responsible for the items. If we reasonably believe an item cannot lawfully be transported or disposed of under the service arrangement, we may refuse to take it. Our waste handling obligations are limited to the items specifically included in the confirmed service scope.
Liability and Limitations
Nothing in these service terms excludes or limits 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 that, we are not liable for losses that are not foreseeable, for indirect or consequential losses, or for business interruption unless required by law.
Where we are liable for loss or damage arising from our breach of contract or negligence, our liability will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. This limitation reflects the nature of the service and the pricing applied to it.
We are not responsible for pre-existing damage, hidden defects, wear and tear, or deterioration that becomes apparent during or after the service, unless caused by our negligence. If property or items are particularly valuable, fragile, or unusual, you must tell us before the service begins so that we can decide whether special handling is needed. Failure to disclose such matters may reduce or remove our liability where permitted.
We will not be liable for delays, non-performance, or reduced service quality caused by events outside our reasonable control, including but not limited to extreme weather, utility failures, transport disruption, shortages, industrial action, or government restrictions. If such an event continues for an extended period, either party may have the right to cancel the booking without further liability, save for amounts already properly due.
Complaints, Variations, and Termination
If you are unhappy with any part of the service, you should raise the issue as soon as reasonably possible so that we can investigate and, where appropriate, offer a remedy. We may request reasonable evidence, such as photographs or a description of the issue, to help assess the matter. This does not affect any legal rights you may have.
Any variation to these terms, the scope of the work, or the price must be agreed in writing or otherwise clearly confirmed by us. Oral statements made before or during the service will not override these terms unless we expressly confirm them. If any inconsistency arises between a quotation and these terms, the written quotation or booking confirmation will prevail only to the extent of that inconsistency.
We may end the service or refuse further work if you fail to cooperate, if payment is overdue, if the site becomes unsafe, or if your instructions would require us to act unlawfully or unreasonably. In such circumstances, you may still be required to pay for work already completed and any reasonable costs incurred up to the point of termination.
You may also terminate a service booking where we materially breach these terms and fail to remedy that breach within a reasonable time after being notified. In that event, any refund due will be assessed fairly based on the work already completed and the circumstances of the cancellation.
Governing Law and General Terms
These UK service terms are governed by the laws of England and Wales, unless a different legal system applies by mandatory law. The courts of England and Wales will have non-exclusive jurisdiction over any dispute arising from or connected with these terms, although this does not prevent either party from seeking resolution in another court where required by law.
If a court or other competent authority decides that any part of these terms is invalid, illegal, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the rest will continue in full force. No delay or failure by us to exercise a right under these terms will operate as a waiver of that right.
These conditions form the entire agreement between you and us in relation to the service booking, unless we agree otherwise in writing. By proceeding with a booking, you confirm that you have read, understood, and accepted the terms of service, including the provisions on payment, cancellation, liability, waste regulations, and governing law.
