Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to proceed, you agree to be bound by these terms. They are intended to create a clear, fair, and practical agreement between the service provider and the customer. Please read them carefully before placing a booking, as they explain what we will do, what you must do, and how matters such as payment, cancellations, liability, and waste handling are managed.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the service. These UK service terms apply to all standard bookings unless a separate written agreement states otherwise. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply. Nothing in these terms is intended to limit any rights you may have under applicable consumer law.

The exact scope of each service will depend on the booking details, the nature of the work, and any additional information provided before the service begins. If the service booking differs from the information provided at the time of enquiry, we may need to revise the price, timing, or method of delivery. Where necessary, we may ask for more information before confirming the appointment so that we can carry out the work safely and appropriately.

Booking Process

All bookings are subject to availability and acceptance. A booking request does not form a binding agreement until it has been confirmed by us in writing, by email, message, invoice, or another recorded method. Once confirmed, the booking will normally include the agreed service type, location, date, approximate time, and any relevant conditions. We may decline a booking if we are unable to provide the service safely, lawfully, or within a reasonable timeframe.

When you make a booking, you must provide accurate and complete information. This includes, where relevant, the service address, access arrangements, parking restrictions, special requirements, site conditions, and any items or materials involved. If information supplied by you is incomplete or incorrect, we may need to change the booking, amend the price, or suspend the service until the issue is resolved. We are not responsible for delays or additional costs arising from inaccurate details provided at the time of booking.

It is your responsibility to ensure that the premises, area, or item to be serviced is accessible at the agreed time. If we are unable to complete the service because access is not available, or because a necessary decision or approval is delayed, this may be treated as a late cancellation or a failed appointment. Service booking terms may also require you to secure permissions from landlords, managing agents, neighbours, or other third parties before work starts.

Pricing and Payments

Prices are based on the information available at the time of quotation or booking confirmation. Unless stated otherwise, quoted amounts are exclusive of any extra work, additional labour, materials, or third-party charges that become necessary after the booking has been accepted. If the service needs to be extended or modified due to circumstances outside our control, we may issue a revised estimate or add a fair charge for the additional work.

Payment terms will be set out on the invoice, booking confirmation, or order summary. Unless otherwise agreed, payment is due on completion of the service or within the period stated on the invoice. We may require a deposit, advance payment, or part-payment before the service date. If a deposit is taken, it may be non-refundable except where required by law or where we cancel the booking without good reason.

You must make payment in the manner stated by us and ensure that funds clear in full. If a payment is declined, reversed, disputed without valid reason, or not received by the due date, we may suspend future services, charge reasonable recovery costs, or refer the matter for collection. Any invoices not paid on time may attract interest and fees to the extent permitted by law. These terms of service apply equally whether payment is made by bank transfer, card, cash, or another accepted method.

Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving notice in the manner requested at the time of booking. Cancellations made with sufficient notice may be accepted without charge, but we reserve the right to apply a reasonable cancellation fee where costs have already been incurred or where the appointment slot cannot reasonably be reallocated. Any deposit already paid may be retained to cover administrative or preparatory costs, provided this is fair and lawful.

If you cancel at short notice, fail to provide access, or are not present when attendance is required, we may treat the appointment as cancelled by you and charge the full or partial fee. Repeated late cancellations or missed appointments may result in refusal of future bookings. Where we need to cancel or postpone the service ourselves, we will aim to give notice as soon as reasonably practicable and offer an alternative date or a refund of any prepaid amount for the cancelled portion of the work.

We will not be responsible for any losses caused by a cancellation or rescheduling where the decision is based on safety, legal compliance, weather conditions, equipment failure, illness, or other events beyond our reasonable control. In such circumstances, the aim of these service agreement terms is to ensure a fair outcome for both parties while keeping the service safe and workable.

Delivery of Services

We will carry out the service with reasonable care and skill and in accordance with the information agreed at the time of booking. Any times provided are estimates unless we expressly state that a fixed time is guaranteed. Delays may occur because of travel conditions, site access, weather, supply issues, or work that takes longer than expected. We will make reasonable efforts to complete the service within the expected period, but time will not normally be of the essence unless agreed in writing.

You agree to provide a safe working environment and to inform us of any relevant hazards before work begins. This includes hidden risks, fragile surfaces, electrical issues, restricted areas, and any matter that could affect the safe performance of the service. If we believe the site is unsafe, unlawful, or unsuitable, we may pause or refuse to continue until the issue is corrected. Any delay caused by unsafe conditions may lead to extra charges or a revised schedule.

If the service requires your approval, sign-off, or instruction at any stage, you must respond promptly. We are entitled to rely on instructions given by you or by someone you have authorised to act on your behalf. Any changes requested after the service has started may affect the price and completion date. This is particularly important in broader UK service conditions, where service delivery often depends on customer cooperation and timely decisions.

Waste Regulations and Environmental Responsibilities

Where our services produce waste, remove materials, or involve the handling of discarded items, waste will be managed in accordance with applicable UK waste laws and environmental requirements. Waste must be stored, transported, treated, and disposed of responsibly. We will only remove items or materials if doing so has been agreed in advance or is clearly included within the service description. Certain materials may require specialist handling, separate charges, or refusal of removal if they present a legal, environmental, or safety risk.

You must tell us in advance if the waste includes hazardous substances, electrical equipment, contaminated materials, sharps, fluids, or anything else that requires special treatment. If such items are discovered during the service and were not disclosed beforehand, we may stop work, alter the service, or charge additional fees. You must not ask us to dispose of waste unlawfully, and you must not present prohibited or misdescribed items for removal. Any attempt to do so may result in immediate termination of the service.

Where waste transfer documentation, duty of care records, or other compliance paperwork is required, you agree to cooperate and provide any information reasonably needed for lawful disposal. Ownership of removed waste typically passes only when it has been accepted for lawful collection. We may refuse waste that exceeds agreed limits, that is unsuitable for transport, or that would breach applicable regulations. These waste handling terms are designed to support lawful and responsible service delivery.

Liability and Risk

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 be excluded under law. Subject to that, we will not be liable for indirect, special, incidental, or consequential losses, including loss of profit, loss of business, loss of opportunity, or wasted management time.

Our total liability for any claim arising out of a booking or service will normally be limited to the amount paid or payable for the specific service in question, except where a different limit is required by law. If any damage or loss occurs because of information you gave, instructions you provided, unsafe conditions you failed to disclose, or interference by you or your representatives, we will not be responsible for the resulting loss.

You are responsible for securing valuables, fragile items, confidential materials, and anything else that may be affected by the service. We are not responsible for pre-existing defects, wear and tear, hidden faults, or issues caused by third parties. Where insurance is relevant, you should check your own cover and notify your insurer if necessary. The purpose of these liability provisions is to allocate risk fairly while reflecting the practical limits of service work.

Customer Obligations

You agree to cooperate reasonably throughout the booking and service process. This includes providing access, responding to questions, and supplying any approvals, documents, or instructions needed for completion. You must ensure that any person acting on your behalf has proper authority. If the service depends on site preparation, you must complete that preparation in time, unless we have agreed to do it ourselves.

You must not misuse the service, request unlawful conduct, or ask us to operate outside applicable regulations. You are also responsible for making sure that any items, locations, or materials involved in the booking belong to you or that you have authority to authorise work on them. If third-party rights are involved, such as tenancy, ownership, or management restrictions, it is your duty to obtain permission before the service starts.

Where you supply materials, equipment, or information for use in the service, you remain responsible for their suitability unless we have agreed to inspect and approve them. If your conduct causes delay, additional work, or safety concerns, we may charge extra or end the service. These service agreement terms and conditions are intended to ensure that both sides understand their responsibilities clearly.

Termination and Suspension

We may suspend or terminate a booking or ongoing service if you fail to make payment, refuse reasonable instructions, provide false information, or create an unsafe or unlawful situation. We may also do so if continuing the work would breach regulations or put people, property, or equipment at risk. In such cases, you may still be responsible for work already completed and for any reasonable costs incurred up to the point of suspension or termination.

If the service is ended early because of your breach of these terms, any prepaid sums may be applied against our costs, losses, and the value of work already performed. Where we end the agreement without fault on your part, we will refund any unused prepaid amount for the cancelled part of the service. Termination does not affect rights or liabilities that accrued before the termination date.

We may also suspend services where required to investigate a complaint, fraud concern, payment issue, or legal matter. During suspension, appointment dates may be paused until the issue has been resolved. Where appropriate, we may offer a revised booking or ask for updated information before restarting work under these UK terms and conditions.

Force Majeure

We will not be liable for any delay or failure to perform our obligations caused by events beyond our reasonable control. These may include severe weather, fire, flood, strike action, transport disruption, public health events, power failure, supply disruption, civil unrest, or legal restrictions. If such an event occurs, we may postpone the service, modify the delivery method, or cancel the booking if performance becomes impracticable.

If a force majeure event affects the booking, we will take reasonable steps to minimise disruption and provide notice as soon as reasonably possible. Any money already paid for work not carried out may be refunded or credited, depending on the circumstances and any costs already incurred. This clause does not affect any statutory rights that cannot be excluded.

We aim to treat each case fairly and proportionately, especially where external events affect both parties. These service terms and conditions are meant to support continuity where possible, while recognising that not every interruption can be controlled or avoided.

Complaints, Changes, and General Terms

If you have a concern about the service, you should raise it as soon as reasonably possible so that we have a chance to review and, where appropriate, put matters right. We may ask for details, photographs, or other information to help us understand the issue. Any agreed remedy will depend on the facts, the nature of the service, and any legal obligations that apply.

We may update these terms from time to time. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or you agree otherwise. If we make a significant change for future bookings, we will use a reasonable method of communicating it. Any headings in these terms are for convenience only and do not affect interpretation.

If any provision is found invalid or unenforceable, it will be treated as removed to the minimum extent necessary, and the rest of the terms will remain effective. No waiver of any right or remedy will be effective unless we agree it in writing. These service terms form the entire agreement between the parties in relation to the relevant booking, unless a separate written contract states otherwise.

Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom has mandatory legal application to the particular transaction. The parties agree that the courts of England and Wales shall have jurisdiction, except where consumer law provides otherwise.

If you are a consumer, you may also benefit from statutory protections and local rules that cannot be excluded by contract. Nothing in these terms is intended to reduce those rights. Where any conflict arises between these terms and mandatory legal requirements, the mandatory requirements will prevail to the extent of the conflict.

By proceeding with a booking, you confirm that you have read, understood, and accepted these UK service terms and conditions. They are designed to provide a fair framework for booking, payment, cancellation, liability, waste compliance, and lawful service delivery. If you do not agree with them, you should not proceed with the booking or authorise the service to begin.