Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, accepting a quotation, or proceeding with a service appointment, you agree to be bound by these terms. They are intended to create a clear and fair framework for both parties, covering the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the agreement.

These terms apply to all standard service bookings unless we agree otherwise in writing. In these conditions, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer. Any variation to these terms must be expressly confirmed in writing. If any part of these service terms is found to be unenforceable, the remaining provisions will continue to apply.

When you request a service, you must provide accurate and complete information so that we can assess the work properly. This may include details about the property, the type of service required, any access restrictions, and any known hazards or special circumstances. We may rely on the information you provide when preparing a quotation or scheduling a visit. If the information later proves to be inaccurate or incomplete, we may revise the price, change the timetable, or refuse to proceed where appropriate.

Booking Process

Bookings may be made through any method we make available from time to time, subject to availability and our acceptance. A request for a booking does not, by itself, create a binding contract. A contract is formed only when we confirm the booking or otherwise agree to carry out the service. We may decline a booking at our discretion, including where we are unable to provide the service safely, lawfully, or within the required timeframe.

Once a booking is confirmed, it is your responsibility to ensure that the service date, time, scope, and location are correct. Please review all confirmation details carefully. If you need to amend the booking, you should notify us as soon as possible. While we will try to accommodate changes, we cannot guarantee that every request can be met, particularly where staffing, equipment, or scheduling constraints apply.

We may need to inspect the site or ask for additional information before completing the booking. Any quotation provided before inspection is usually based on the information supplied and may be adjusted if the actual work differs materially from what was described. We reserve the right to charge for wasted attendance where access is denied, the customer is not present where required, the site is unsafe, or the work cannot proceed due to circumstances within your control.

Payments and Charges

The price for our services will be as stated in our quotation, confirmation email, service schedule, or other written agreement. Unless stated otherwise, prices are exclusive of VAT or other applicable taxes. We may charge additional fees where the scope changes, where extra time is required, or where unforeseen issues arise that were not reasonably apparent when the booking was made. Any such variation will be explained where practicable before work continues.

You agree to pay all sums due in full and without set-off, deduction, or withholding except where required by law. Payment terms may vary depending on the type of service, but payment is generally due on completion unless we have agreed different terms in advance. For some services, we may require a deposit, advance payment, or card authorisation at the time of booking. Failure to pay any deposit or balance when due may result in cancellation or suspension of the service.

If an invoice is issued, payment must be made by the date specified on the invoice. Late payments may incur interest and reasonable recovery costs to the extent permitted by law. Where we offer estimates, they are provided in good faith but are not fixed prices unless expressly stated to be fixed. Any promotional offer, discount, or package price will apply only in accordance with its stated conditions and may be withdrawn or amended for future bookings.

Cancellations, Rescheduling, and No-Show Policy

If you wish to cancel or reschedule a booking, you should notify us as early as possible. Cancellations made within a reasonable period before the scheduled service may not attract a charge, but we reserve the right to apply a cancellation fee where costs have already been incurred or where short notice prevents us from reassigning the appointment. The amount of any fee will be proportionate and based on the likely loss or expense.

If you cancel after we have commenced preparations, purchased materials, reserved specialist resources, or dispatched staff to site, we may charge for the work done and for non-recoverable expenses. If you fail to provide access, are not present when attendance is required, or otherwise cause the appointment to be lost, this may be treated as a cancellation or a failed visit. In such cases, we may charge a reasonable call-out or wasted journey fee.

We may also need to reschedule a booking for operational, safety, weather-related, or legal reasons. While we will aim to give notice where possible, we are not responsible for delays caused by events outside our control. If we need to cancel a booking before completion, we will either refund any sums paid for undelivered work or arrange a suitable alternative date, depending on the circumstances and the nature of the service.

Liability and Service Standards

We will perform the services with reasonable skill and care and in accordance with applicable law. However, to the fullest extent permitted by law, we do not accept liability for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any loss arising from matters beyond our reasonable control. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Our liability for any claim arising from the service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount you paid for the relevant service, except where a different limit is required by law. You are responsible for taking reasonable steps to protect your property, data, and belongings before and during the service. Where fragile items, hidden defects, or pre-existing faults are present, you should notify us in advance so that appropriate precautions can be taken.

We are not responsible for delays, damage, or loss resulting from inaccurate information supplied by you, defective materials provided by you, pre-existing faults, poor site conditions, or failure to follow our reasonable instructions. If damage is alleged, you must notify us promptly and allow us a reasonable opportunity to inspect the issue. Any claim should be supported by sufficient details to help us assess what happened and whether any remedy is required.

Waste Regulations and Environmental Compliance

Where our services involve removal, handling, transport, or disposal of waste, both parties must comply with applicable waste regulations and environmental requirements in the UK. Waste must be correctly described and separated where necessary, and you must inform us in advance if any items may be hazardous, contaminated, electrical, bulky, sharp, or otherwise subject to special handling. We may refuse to collect or process waste that has not been properly disclosed.

Unless expressly agreed, we do not accept responsibility for waste that is not lawfully presented for collection or for materials that require specialist licensing, treatment, or documentation. You must ensure that any waste handed over to us is yours to transfer and that you have authority to dispose of it. If you provide false or incomplete information about waste type or origin, you may be responsible for any resulting fines, charges, or compliance costs.

We will take reasonable steps to dispose of waste in a lawful and environmentally responsible way and to use appropriate carriers, facilities, and records where required. Any recyclable, reusable, or recoverable material may be handled in accordance with our operational processes and the law. We may keep records, transfer notes, or other documentation where necessary to demonstrate compliance. If the service involves regulated materials, additional terms may apply and may require your specific confirmation before work starts.

Customer Responsibilities

You must provide safe and suitable access to the property or site at the agreed time and ensure that all necessary permissions, consents, or authorisations are in place. If a permit, landlord approval, building access, parking arrangement, or other third-party permission is needed, this is your responsibility unless we expressly agree otherwise. You must also tell us about any known risks, including security concerns, utility issues, pets, or vulnerable occupants.

Where our team needs to work around furniture, fixtures, appliances, or other property, you are responsible for removing valuable or fragile items unless we have agreed to do so. You should also ensure that utilities, water, power, or internet access are available where required for the service. If conditions on site differ significantly from what was described, we may pause the service until the issue is resolved or may charge an additional fee if extra work is required.

Health and safety is a shared priority. We reserve the right to refuse or stop work if we believe the environment is unsafe, if there is a risk to people or property, or if circumstances prevent us from completing the service properly. In such cases, any charge will depend on the stage reached and the reason the work could not continue. Your cooperation helps ensure that the service is completed efficiently and lawfully.

Complaints, Notices, and General Provisions

If you are dissatisfied with any aspect of the service, please raise the issue promptly so that we can investigate and, where appropriate, offer a remedy. We may ask for photographs, written details, or access to the relevant site or item. Nothing in these terms affects your statutory rights under UK consumer law where applicable. Any proposed resolution will be assessed fairly and in good faith, taking into account the facts and the relevant legal obligations.

Any notice under these terms must be given in a reasonable manner and will be treated as received when sent to the last known address or communication method used for the booking, provided it is reasonably capable of being delivered. If we need to update these terms, the revised version will apply to future bookings once made available. The version in force at the time of your booking will generally apply to that specific contract unless we both agree otherwise.

Governing Law and Jurisdiction

These UK service terms and conditions are governed by the laws of England and Wales unless we state otherwise in writing for a particular service. Where the law permits, the courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or in connection with these terms, the booking process, payment, cancellation, liability, or waste-related obligations. If you are a consumer in another part of the UK, any mandatory consumer protections available to you will still apply.

This agreement is intended to be read as a whole, and headings are included for convenience only. No delay or failure by us to enforce any right under these terms shall be treated as a waiver of that right. If there is any conflict between a quotation, booking confirmation, and these terms, the order of precedence will be the document expressly stated to control, or otherwise the most specific written agreement for the service in question.