Terms and Conditions for UK Service Provision

These 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 allowing us to begin work, you agree to be bound by these terms. Please read them carefully before proceeding, as they explain the service booking process, payment obligations, cancellation rules, liability limits, waste handling requirements, and the law that applies to our agreement. If you do not accept these terms, you should not place a booking or request any service from us.

In these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” mean the customer, client, or person placing the booking. These terms apply to all service arrangements unless we have agreed otherwise in writing. Where a separate written quotation, order form, or contract is issued, those documents may include additional details, but these terms will continue to apply unless expressly replaced.

We may update these service terms and conditions from time to time to reflect changes in our operations, legal obligations, or service structure. The version in force at the time of booking will usually apply to your order, unless a later version is required by law or expressly agreed between the parties. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

Booking Process

The booking process begins when you submit a request for a service, accept a quotation, or otherwise ask us to reserve a date or time slot. A booking is not confirmed until we have acknowledged it, checked availability, and, where required, received any deposit or advance payment. We may decline a booking for reasonable operational reasons, including resource limits, unsafe access, incomplete information, or inability to meet the requested timeframe.

When you make a booking, you must provide accurate and complete information, including the type of service required, the service location, access details, any known restrictions, and any relevant site conditions. You are responsible for ensuring that the information you supply is correct. If any details change before the appointment, you must inform us promptly. Failure to do so may affect service delivery, timing, costs, or the suitability of the work.

We will usually confirm the service booking by email, text, or other written method. Confirmation may include the scheduled date, approximate time, scope of work, price, and any assumptions or exclusions. Any estimate or quotation given before booking is based on the information provided at that time and may be revised if the actual circumstances differ. If a site visit, assessment, or survey is needed before work can begin, the booking may be provisional until that step is completed.

Payments and Charges

All charges will be set out in the quotation, order confirmation, invoice, or other written notice we provide. Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Any estimate is not a fixed price unless we clearly state that it is. Additional charges may apply if the scope of work changes, if access is restricted, if additional materials are required, or if delays are caused by circumstances outside our control.

Payment terms will be specified at the time of booking or invoicing. In some cases, we may require full payment in advance, a deposit, or staged payments linked to progress. Unless otherwise agreed, invoices must be paid by the due date shown. If payment is not made on time, we may suspend work, withhold delivery of completed services, or cancel the booking. We may also charge interest and reasonable recovery costs where permitted by law.

Where a deposit is required, it is normally taken to secure the booking, reserve labour or materials, and cover administrative costs. Unless we state otherwise, deposits may be non-refundable where you cancel outside the permitted cancellation period or where we have already incurred genuine costs. Any refund due will be calculated after deducting work completed, materials ordered, and any unavoidable expenses lawfully incurred on your behalf.

Cancellations, Amendments, and Missed Appointments

You may request to cancel or amend a booking by giving notice in writing. The amount of notice required may depend on the type of service and the amount of preparation already carried out. If you cancel within the permitted period, a full or partial refund may be available, subject to deductions for work done, materials purchased, and reasonable losses. If you cancel at short notice, we may retain the deposit or charge a cancellation fee to reflect costs already committed.

If you wish to reschedule, we will try to accommodate the new date, but this cannot be guaranteed. Any revised booking will depend on availability. Where our team attends a site and cannot carry out the service because of access problems, missing instructions, unsafe conditions, or your absence, we may treat that visit as a failed appointment and charge for wasted time, travel, or preparation. Repeated missed appointments may result in cancellation of future bookings.

We reserve the right to cancel or postpone a booking where performance would be unsafe, unlawful, or impracticable. This may include severe weather, staff illness, equipment failure, supplier disruption, or force majeure events beyond our reasonable control. If we cancel for reasons within our control, we will either reschedule or refund any amounts paid for undelivered services. Where cancellation is caused by events outside our control, our liability will be limited to the extent permitted by law.

Service Delivery and Customer Responsibilities

To allow us to provide the service properly, you must ensure that the site is accessible, safe, and ready at the agreed time. You must also obtain any permissions, consents, licences, or approvals required for the service to take place. If third-party contractors, managing agents, landlords, or neighbours need to be informed, that is your responsibility unless we have agreed otherwise in writing. We may refuse to proceed if required approvals are missing.

You must tell us about any hazards, hidden defects, fragile items, or special circumstances that may affect the service. This includes, where relevant, asbestos, electrical risks, restricted parking, limited access, contamination, or sensitive surfaces. If you fail to disclose such matters and this causes delay, damage, or additional work, you may be charged for the extra time and costs incurred. We are entitled to rely on the information you provide unless we discover obvious reasons to doubt it.

You are responsible for removing personal belongings, valuables, or items that could be damaged during the service unless we specifically agree to handle them. Where our team must move items to carry out the work, we will do so with reasonable care, but you acknowledge that some services involve unavoidable disturbance. We will aim to complete the work in a professional and efficient manner, using reasonable skill and care.

Waste Regulations and Environmental Compliance

Where our services generate waste, surplus materials, or removed items, both parties must comply with applicable waste regulations and environmental laws in the United Kingdom. Waste must be handled responsibly and lawfully, and you must not ask us to dispose of anything that is prohibited, hazardous, or not properly declared. If special handling, separation, licensing, packaging, or documentation is required, you must inform us in advance.

Unless we expressly agree to take ownership of waste or removed materials, any items left for collection remain your responsibility until lawfully transferred. You must ensure that waste transfer arrangements, classification, and descriptions are accurate where required. If you provide information about materials that later turns out to be incomplete or incorrect, we may refuse collection, amend the price, or suspend the service until the issue is resolved.

We may decline to remove or transport materials that we reasonably believe could breach environmental law, health and safety requirements, or our internal compliance policies. This may include items that are contaminated, dangerous, pressurised, leaking, or otherwise unsuitable for standard handling. If specialist disposal is needed, additional charges may apply. Any recycling or disposal undertaken by us will be carried out in line with applicable legal obligations and approved processes.

Liability and Limitations

We are responsible for loss or damage caused by our negligence, fraud, or other liability that cannot lawfully be excluded. However, to the maximum extent permitted by law, we will not be liable for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or business interruption. Our services are provided for domestic or commercial use as agreed, and we do not guarantee that every risk can be eliminated.

Where property damage occurs, our liability will be assessed in light of the circumstances, the information you provided, the condition of the site, and whether the damage was reasonably foreseeable. We are not responsible for damage caused by pre-existing defects, hidden faults, unsuitable materials, poor workmanship by others, or failure to follow our instructions. If you become aware of an issue, you must notify us promptly so that we can investigate and, where appropriate, take steps to remedy it.

Nothing in these UK service terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot be excluded under English law. Where applicable, our total liability to you for any claim arising out of a booking or service will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

Complaints, Changes, and General Provisions

If you are unhappy with any aspect of the service, you should tell us as soon as reasonably possible so we can investigate and, where appropriate, seek a fair solution. We may request photographs, written details, or access to the relevant site or items in order to understand the issue. Any attempt to resolve a complaint does not waive our legal rights or your obligations under these terms.

We may assign, transfer, or subcontract our rights and obligations under these terms where reasonably necessary for the operation of the service. You may not transfer your rights or obligations without our prior written consent. If we choose not to enforce any part of these terms on one occasion, that will not prevent us from enforcing it later. Headings are for convenience only and do not affect interpretation.

These terms and conditions for service provision represent the entire agreement between you and us regarding the booking and delivery of the relevant services, except where a separate signed agreement states otherwise. Any variation must be agreed in writing. No person other than the parties to this agreement has any rights under it unless expressly stated and permitted by law.

Governing Law and Jurisdiction

These terms are governed by the laws of England and Wales, unless we state otherwise in a written agreement. If you are based in Scotland or Northern Ireland, different legal rules may apply to certain mandatory rights, but the core contract will still be interpreted in line with the governing law stated here, to the fullest extent permitted. Any dispute arising from the service or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms. You also acknowledge that the service will be delivered on the basis of the information you have supplied and the conditions present at the time of performance. It is your responsibility to review these terms before each booking, especially if the service scope, location, or timing has changed.

We recommend that you retain a copy of these terms for your records. If any part of this document is translated or summarised for convenience, the English version will prevail in the event of any inconsistency. These provisions are intended to create a clear, fair, and lawful framework for the provision of services in the UK.