UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which our services are supplied to customers in the United Kingdom. By placing a booking, confirming an order, or otherwise instructing us to provide a service, 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, payments, cancellations, liability, waste handling, and the legal rules that apply to the services we deliver.

For the purposes of 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 terms apply to all standard service arrangements unless a separate written agreement states otherwise. If any part of these terms is inconsistent with a signed contract or specific written quotation, the written agreement will take priority to the extent of the inconsistency.

We may update these service terms and conditions from time to time. Any updated version will apply to new bookings made after the date of publication or issue. It is your responsibility to review the terms before confirming a booking. If you do not agree with any part of the terms, you should not proceed with the booking or request the service.

Booking Process

The booking process begins when you submit an enquiry, request a quotation, or ask us to reserve a date or time for the service. Any quotation provided is usually based on the information you give us and may be subject to change if the scope, location, access, materials, or timing of the work differs from what was initially described. A quotation does not create a binding contract until it has been accepted by you and confirmed by us.

You are responsible for ensuring that all information provided during the booking process is accurate, complete, and not misleading. This includes details about the service required, the property or site conditions, relevant access arrangements, and any special requirements that may affect the delivery of the service. If the information supplied is incorrect or incomplete, we may need to revise the quotation, amend the schedule, or in some cases decline to proceed.

Booking confirmation may be issued in writing, by email, through an online system, or by another agreed method. Once confirmed, the booking forms a contract subject to these terms. We may require a deposit, pre-authorisation, or full advance payment before securing a booking. Any agreed date or time is an estimated appointment slot unless expressly stated otherwise, and we will use reasonable efforts to attend within the agreed period.

If we need to inspect the site before carrying out the work, the booking may remain provisional until the inspection is completed and we can confirm the final scope. We reserve the right to refuse or cancel a booking where the site is unsafe, inaccessible, unlawful, or materially different from the description provided. In such cases, we may charge for reasonable time spent, travel, or assessment work where this has been clearly explained in advance.

We may also request further documents, permissions, or proof of authority where the service requires access to a private premises, shared area, or managed site. You confirm that you are authorised to request the work and that any necessary consents from landlords, managing agents, neighbours, or occupiers have been obtained. Any delay caused by missing permissions or inaccurate site information may affect the appointment and may result in additional charges.

Where a booking is made on behalf of a business, organisation, or property owner, the person placing the order confirms that they have authority to act for that entity. Unless otherwise agreed in writing, the customer placing the booking remains responsible for payment and for compliance with these terms, even if the service benefits a third party.

Payments and Charges

Charges for our UK services will be based on the quotation, published rate, or agreed written estimate applicable at the time of booking. Unless expressly stated, all prices are exclusive of VAT and any other applicable taxes or statutory charges. We may also charge for additional work not included in the original scope where you request changes, where unforeseen conditions arise, or where extra time, materials, or disposal costs are required.

Payment terms will be specified in the quotation or invoice. In many cases, payment is due in full before the service begins, on completion, or within a stated number of days after invoicing. If a deposit is required, the booking may not be confirmed until the deposit has cleared. Failure to pay on time may result in suspension of the service, cancellation of the booking, or recovery action for unpaid sums.

Where payment is made by card, bank transfer, direct debit, or other approved method, you agree that the payment details provided are accurate and that sufficient funds are available. If any payment is reversed, declined, charged back, or otherwise fails, we may recover the outstanding amount together with reasonable administrative costs and bank charges incurred as a result of the failed transaction.

Invoices must be paid in accordance with the stated due date. We reserve the right to charge interest on overdue sums at the statutory rate permitted under UK law, together with any reasonable costs of debt recovery. Any discount, promotional rate, or special pricing offered will only apply if the conditions attached to that offer are met and payment is made within the required period.

If the scope of the service changes after booking, we may issue a revised quotation or additional invoice to cover the extra work. This may include labour, equipment, mileage, specialist handling, disposal charges, or materials that were not reasonably foreseeable when the original price was agreed. You will normally be informed before extra work is carried out, except where immediate action is necessary to prevent damage, loss, or a safety risk.

All payments must be made in the currency stated on the invoice. We do not accept responsibility for bank transfer errors made by the customer, including payments sent to incorrect account details supplied or used by the customer without verification. If an invoice is disputed, you should notify us promptly so the matter can be reviewed. Disputed items do not entitle you to withhold undisputed amounts.

Cancellations, Rescheduling, and Delays

You may cancel or reschedule a booking by giving us notice within the period stated at the time of booking. If no specific cancellation period is stated, reasonable notice is required. Depending on the timing of the cancellation, we may retain part or all of any deposit or charge a cancellation fee to cover administration, reserved capacity, and losses that cannot be recovered at short notice.

Where cancellation is made very close to the appointment time, or where we arrive on site and cannot complete the service because access is unavailable, information is incorrect, or required preparations have not been made, we may charge the full or partial service fee. This reflects the time and costs already committed. A service cancellation policy may apply in addition to these terms if clearly communicated in advance.

If you wish to reschedule, we will try to accommodate a new date, but any change is subject to availability. We are not responsible for inconvenience or loss resulting from rescheduling where the delay is caused by customer instructions, incomplete information, or circumstances beyond our reasonable control. Where a booking is postponed, any price adjustment due to changed market conditions or revised scope may be applied in line with the original quotation terms.

We may need to cancel or postpone a service for operational, safety, weather-related, staffing, supply, or legal reasons. In such cases, we will use reasonable efforts to notify you as soon as practicable and to rearrange the service or refund any prepaid amount that relates to the cancelled portion. We will not be liable for additional losses arising from cancellation or delay where the cause is outside our reasonable control.

Events beyond our control may include severe weather, transport disruption, power failure, fire, illness, industrial action, shortages of materials, acts of public authority, or other unforeseen circumstances. If such an event affects the performance of the service, the affected obligations will be suspended for the duration of the event. Where the event continues for a prolonged period, either party may be entitled to terminate the relevant booking on reasonable notice.

We reserve the right to withdraw availability where there is a risk to health and safety, where the site conditions are unsuitable, or where continuing would breach applicable laws or regulations. In these circumstances, any refund or charge will be considered fairly, taking into account work already completed, costs already incurred, and the reasons the service could not continue.

Liability

We will perform our services with reasonable skill, care, and diligence, 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 or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK legislation.

Subject to the paragraph above, we will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of goodwill. Our total liability for any claim arising out of or in connection with a particular service will normally be limited to the amount paid or payable for that service, unless a higher limit is required by law or expressly agreed in writing.

We are not liable for damage or loss caused by inaccurate information provided by you, hidden defects, poor site conditions, third-party interference, or failure to follow our reasonable instructions. You are responsible for securing valuables, fragile items, personal data, and any property that may be affected by the service. If you ask us to move, handle, disconnect, or alter items, you do so at your own risk unless otherwise agreed in writing.

Any claim against us must be made promptly and, where possible, before the service is finished so that we have the opportunity to inspect the issue and attempt a remedy. We may choose to re-perform the affected part of the service, offer a reasonable reduction in price, or provide another suitable remedy where required by law. These options do not limit any mandatory consumer rights you may have.

You must take reasonable steps to mitigate any loss, and you must not take action that makes a problem worse or prevents us from investigating the matter. We are not responsible for delays or damage caused by your failure to cooperate, by access restrictions, or by a breach of these terms. Any recommendation we make is given in good faith, but final decisions made by you remain your responsibility.

Nothing in these terms creates a warranty that the service will achieve a specific outcome unless that outcome is expressly stated in writing. Results can depend on many factors outside our control, including the condition of materials, prior use, weather, age, or third-party workmanship. Where a guarantee is provided, its exact scope, duration, and conditions will be set out separately.

Waste Regulations and Environmental Compliance

Where our services involve removal, handling, transport, or disposal of waste, both parties must comply with applicable waste regulations, environmental laws, and duty-of-care requirements in the UK. You must ensure that waste is correctly described, separated where necessary, and not mixed with prohibited or hazardous materials unless we have agreed in writing and have the necessary authorisations to handle it.

You confirm that any waste you ask us to collect, carry, or dispose of has been lawfully produced and is not contaminated beyond the scope agreed at booking. If waste is incorrectly described or contains restricted items, we may refuse collection, amend the charge, or require you to take responsibility for alternative disposal arrangements. Additional fees may apply where special handling, segregation, documentation, or licensed disposal methods are required.

We will act in accordance with applicable environmental obligations, including transport and disposal requirements, and may retain records that demonstrate lawful handling of waste. Where relevant, you may be asked to provide information needed to complete documentation accurately. If you fail to provide correct waste details and this results in a breach, additional cost, or regulatory issue, you agree to indemnify us for the resulting loss, to the extent permitted by law.

Customer Responsibilities

You must provide safe access to the site, allow sufficient working space, and ensure the area is reasonably prepared for the service where preparation is required. Any hazards, restrictions, or unusual conditions should be disclosed before the appointment. If access is obstructed or unsafe, we may delay the service, leave the site, or decline to proceed until the issue is resolved. Any wasted attendance may be chargeable.

You must not ask us to perform work that is illegal, unsafe, or outside our competence or agreed scope. If an instruction appears unsafe or unlawful, we may refuse it without liability. You must also ensure that any children, pets, or unrelated persons are kept clear of operational areas so the service can be delivered safely and efficiently. Failure to do so may affect timing, pricing, and liability.

Where we provide materials, equipment, or temporary items as part of the service, you are responsible for using them in accordance with any instructions given. You must not modify, misuse, or allow third parties to interfere with them. Any loss or damage caused by misuse, negligence, or unauthorised interference may be charged to you in full, subject to your statutory rights.

Governing Law and General Terms

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales, unless the service is supplied under a different mandatory legal regime. The courts of England and Wales will have exclusive jurisdiction, except where consumer law requires that proceedings may be brought elsewhere within the United Kingdom.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remainder will continue in full force. If we choose not to enforce a right or remedy at any time, that does not mean we have waived it for the future. Any waiver must be in writing to be effective. Headings are included for convenience only and do not affect the interpretation of the terms.

These service terms constitute the entire agreement between us and you in relation to the relevant booking, unless supplemented by a separate written agreement signed or confirmed by both parties. You may not transfer your rights or obligations under these terms without our written consent. We may assign or subcontract our obligations where it is reasonable to do so and where this does not materially reduce the service standard owed to you.

Final Provisions

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these UK service terms and conditions. They are designed to be practical and balanced, setting out expectations clearly before any work begins. They apply alongside any mandatory consumer protection rights that cannot be excluded, limited, or replaced by contract. If there is any inconsistency between these terms and non-excludable law, the law will prevail.

These terms may be provided electronically, and electronic acceptance or confirmation will be treated as valid and binding. We may keep records of quotations, correspondence, confirmations, invoices, and service notes for administrative and evidential purposes. Such records may be relied upon to establish what was agreed, subject to any rights you may have under applicable data protection law.

For the avoidance of doubt, nothing in these terms is intended to create rights for any third party under the Contracts (Rights of Third Parties) Act 1999 unless we expressly state otherwise in writing. Your continued use of our service provision after any update to these terms will be treated as acceptance of the updated version for future bookings.