UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided, booked, managed, and delivered. By placing a booking, confirming an order, or otherwise instructing us to begin work, the customer agrees to be bound by these terms. They are intended to create clarity for both parties and to reduce misunderstanding about the scope of service, payment obligations, cancellations, and the handling of waste. These terms apply to all service agreements unless we expressly agree otherwise in writing.

For the purposes of these terms of service, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refer to the person or business receiving the service. The wording in this document is designed for general use across UK service arrangements and should be read together with any written quotation, job specification, estimate, or invoice. If any part of a quotation conflicts with these terms, the quotation will take priority only to the extent stated in writing.

By requesting a booking, you confirm that you are at least 18 years of age or otherwise legally authorised to enter into a contract on behalf of the relevant organisation. You also confirm that any information supplied during the booking process is accurate and complete. We may rely on that information when preparing the service, calculating costs, allocating resources, or assessing access and safety requirements. If information is incomplete or incorrect, the final price, timing, and method of delivery may need to change.

Booking Process

The booking process begins when you make an enquiry and we provide an estimate, availability, or provisional slot. A booking is only confirmed once we accept the request and, where applicable, receive any deposit or advance payment requested. We may ask for photographs, site details, measurements, service history, or other relevant information before confirming the appointment. This helps us assess the work accurately and provide the correct resources.

Any quotation or estimate is normally based on the information available at the time it is issued. It may be revised if the actual conditions differ from those described or if the scope of work changes. A booking does not guarantee that all items, tasks, or areas will be included unless they are expressly identified. Where the service involves physical access, the customer is responsible for ensuring that the site is ready and accessible at the agreed time.

We reserve the right to decline or reschedule a booking if the requested service is unsafe, impractical, unlawful, or outside our operational capability. We may also postpone attendance if weather, transport disruption, staff absence, equipment failure, or other events beyond our reasonable control prevent us from carrying out the service safely or effectively. In such cases, we will aim to offer an alternative date or a suitable revised arrangement.

You must notify us promptly if you need to amend the booking details, such as the date, service location, scope, access arrangements, or on-site contact information. Any amendment may affect the price and timing. Unless we agree otherwise, changes requested within a short period before attendance may be treated as a late amendment and may be charged accordingly. Repeated changes may require a fresh quotation or a new booking.

Where a service is scheduled for a specific time window, we will make reasonable efforts to attend within that period, but time is often approximate unless we have expressly agreed a fixed appointment. Delays can occur due to traffic, earlier job overruns, or operational issues. We will ordinarily keep you informed where practicable. If attendance is prevented because the customer is unavailable or access is restricted, the visit may be charged as a wasted attendance or cancellation fee.

Any instructions given by the customer at the point of booking or on site must be lawful, clear, and consistent with the agreed service. If instructions appear unsafe or unrealistic, we may refuse to proceed until the issue is resolved. The customer remains responsible for ensuring that all necessary permissions, consents, building access rights, or occupier approvals are in place before the service begins.

Payments

Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless agreed otherwise in writing, full payment is due on completion of the service or within the stated invoice period. For some services, we may require a deposit, staged payments, or advance payment before work starts. All prices are quoted in pounds sterling unless otherwise specified and may include or exclude VAT depending on our registered status and the information shown on the relevant document.

The customer must pay all undisputed amounts on time and in full. If payment is not received by the due date, we may charge interest and recover reasonable debt collection costs to the extent permitted by law. We may also suspend future work, withhold final documentation where lawful, or refuse additional services until the account is settled. Any bank charges, failed payment fees, or administrative costs caused by incorrect payment details may be added to the amount due.

Unless otherwise agreed, quoted prices assume ordinary working conditions and standard access. Additional costs may arise if the job becomes more complex than expected, if waiting time is incurred, if extra labour or equipment is required, or if waste volumes exceed the agreed allowance. We will normally seek approval before carrying out chargeable extras where practicable, but the customer remains responsible for reasonable costs arising from inaccurate or incomplete information supplied at the time of booking.

Cancellations and Rescheduling

The customer may cancel or reschedule a booking by giving notice in accordance with the cancellation policy stated in the quotation or booking confirmation. If no specific policy is stated, reasonable notice is required. Short-notice cancellations may result in a fee to cover allocated time, lost scheduling opportunity, administrative costs, or third-party expenses already incurred. Where a deposit has been paid, it may be retained in part or in full to reflect those costs.

For certain services, especially where materials have been ordered, staff have been assigned, or specialist equipment has been reserved, cancellation charges may be higher because our costs are fixed in advance. If the customer cancels after work has started, the customer will be responsible for payment for all work completed, materials used, and any non-recoverable expenses. A cancellation does not remove liability for work already performed or goods already supplied.

We may cancel or postpone a service where necessary for safety, legal compliance, severe weather, access issues, or other operational reasons. If we cancel for a reason within our control, we will normally offer a revised appointment or refund any prepayment for the cancelled portion of the service. We will not be responsible for additional losses caused by a rescheduled booking, provided we have acted reasonably and in good faith.

If the customer fails to provide access, fails to attend, is unavailable, or otherwise prevents the work from taking place at the agreed time, this may be treated as a late cancellation or missed appointment. In such circumstances, we may charge a reasonable attendance fee or a full call-out charge where the lost time cannot be reallocated. The amount charged will reflect the nature of the service and the resources reserved for that visit.

Liability

We will perform the service with reasonable care and skill, using suitably trained personnel and appropriate equipment. However, our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, we are not liable for indirect, incidental, or consequential losses such as loss of profit, loss of business, or loss of anticipated savings.

Where we are found liable for loss or damage arising from the service, our total liability shall not exceed the price paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law or expressly agreed in writing. We are not responsible for pre-existing defects, hidden faults, structural weaknesses, unsafe conditions, or damage caused by inaccurate information supplied by the customer. The customer is responsible for safeguarding fragile, valuable, or sensitive items unless we have agreed in writing to handle them.

The customer must ensure that the working area is safe and that we are informed of hazards such as asbestos, contamination, live electrics, gas leaks, sharp objects, unstable surfaces, pests, or restricted access. If we identify a risk that could affect our staff, property, or the public, we may suspend the service until the issue is resolved. Any delay, additional cost, or incomplete work caused by such conditions may be charged to the customer where appropriate.

Waste Regulations

Where the service involves removal, transport, sorting, or disposal of waste, both parties must comply with applicable UK waste regulations. The customer must ensure that any waste presented to us is accurately described, lawfully stored, and safe to handle. Hazardous, clinical, electrical, confidential, or contaminated materials may require separate handling and may not be accepted unless we have expressly agreed to do so in advance. Misdescribed waste may lead to extra charges or refusal of collection.

We will only transport and dispose of waste in accordance with the relevant legal duties and environmental requirements. Where necessary, waste may be transferred only to authorised facilities or handled by approved third parties. The customer agrees not to conceal restricted items within general waste and not to request disposal of items that are prohibited by law. If prohibited waste is discovered after collection has begun, we may stop the service and charge for any costs already incurred.

Waste documentation, transfer notes, or supporting records may be required depending on the nature and volume of the material. The customer must provide accurate details where requested and retain any documents needed for compliance. If the waste originates from commercial premises, the customer may need to provide additional classification or duty-of-care information. We reserve the right to refuse waste that is unsafe, unlawful, or not properly described.

Customer Responsibilities

The customer must cooperate reasonably throughout the service and provide clear instructions, safe access, and timely decisions. They must also ensure that any necessary utilities, permissions, or site preparations are in place. If our team must wait because of missing access keys, incomplete preparation, or delayed approval from the customer, we may charge for the additional time. Failure to cooperate may affect service quality, completion times, and the final price.

The customer is responsible for checking that any goods, areas, or items to which the service relates are suitable for the intended work. Where a service depends on the condition of an item or structure, we may rely on the customer’s description unless we have had the opportunity to inspect it. Any special instructions should be provided before the service starts, not after completion. We are not responsible for issues caused by withholding relevant information.

To the extent relevant, the customer should remove or protect valuables, pets, personal items, and sensitive documents before the service begins. If we are asked to move or handle such items, this is done at the customer’s risk unless otherwise agreed in writing. The customer should also ensure that children, visitors, and unauthorised persons do not interfere with the work area. This helps keep the service safe and efficient.

Complaints, Delays, and Force Majeure

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we may investigate and, where appropriate, take corrective action. Any complaint should be made promptly and with sufficient detail to allow us to understand the issue. We may request photographs, records, or other evidence. Making a complaint does not entitle the customer to withhold undisputed payment for completed work.

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, accidents, supply shortages, transport disruption, strikes, government restrictions, fire, flood, or utility outages. In such cases, the affected obligations will be suspended for as long as the event continues. If the delay is prolonged, either party may be entitled to cancel the affected service on reasonable notice, without prejudice to any accrued payment rights.

Any waiver, concession, or extension of time granted by us will not affect our rights under these terms unless confirmed in writing. If any provision is found to be unenforceable, the remaining provisions will continue in force. A failure to enforce any right immediately does not mean that the right has been waived. These service terms and conditions may be updated from time to time, and the version applicable will be the one in force when the booking is accepted.

Governing Law and Jurisdiction

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales, unless we expressly state otherwise in writing. If the service is supplied under a different UK legal regime, the applicable law of that regime may apply to the extent required. The parties agree that the courts of the relevant jurisdiction will have exclusive authority to resolve disputes arising from these terms.

By proceeding with a booking, the customer acknowledges that they have read, understood, and accepted these terms. This document forms part of the contract for the provision of services and should be retained for reference. If any uncertainty arises, the written quotation, invoice, or booking confirmation should be read together with these UK service terms to determine the agreed position. These terms are intended to support fair, lawful, and transparent service delivery in the United Kingdom.