Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to you in the United Kingdom. By making a booking, confirming an order, or otherwise instructing us to proceed, you agree to be bound by these terms. They are intended to be clear, fair, and practical, so that both parties understand what to expect before, during, and after the service is delivered. For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person acting on behalf of the customer.

These conditions apply to all work carried out under our service agreement, including quotations, scheduled appointments, follow-up visits, and any additional tasks that we agree to perform. Unless otherwise agreed in writing, any variation to these terms will only be valid if confirmed by us. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects any statutory rights you may have under UK law.

In these terms, the words service booking, service order, and appointment are used broadly to cover the process by which work is requested and accepted. The exact nature of the service may vary, but the same core rules apply to our scheduling, payment, cancellation, liability, and waste handling obligations.

1. Booking Process

A booking is usually made when you request a quotation, accept a quote, or ask us to reserve a date and time for the work. We may require details such as the type of service required, the property or site location, access conditions, time constraints, and any special requirements. You must ensure that all information provided is complete, accurate, and up to date. If the information changes before the appointment, you should inform us as soon as reasonably possible so that we can review the schedule and resources needed.

Any quotation or estimate we provide is based on the information available at the time and may be revised if the scope of work changes, access is restricted, additional labour is required, or unforeseen conditions arise. A quotation does not amount to acceptance of a booking unless we expressly confirm it. We reserve the right to decline a booking at our discretion, including where the service requested falls outside our operational capacity, legal obligations, or health and safety requirements.

Where a date is offered, it may be subject to confirmation and availability. We will use reasonable efforts to attend on the agreed date, but timings are estimates unless we state otherwise. Delays may occur due to traffic, weather, equipment failure, staff illness, or circumstances beyond our control. If we need to reschedule, we will aim to give reasonable notice and offer a new appointment where practical. You agree to provide safe access to the site and to ensure that the area is ready for the service to begin at the scheduled time.

2. Payments

Payment terms will be stated in the quotation, invoice, or booking confirmation. Unless agreed otherwise, payment is due in full by the date stated on the invoice. We may require a deposit, partial advance payment, or full prepayment before work starts, especially for bespoke, urgent, or high-value services. Where staged payments apply, each stage becomes payable on completion of the relevant milestone or as otherwise stated in writing.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any additional charges arising from changes requested by you, variations in scope, waiting time, failed access, or disposal costs permitted under the agreement may be added to the final invoice. We will take reasonable steps to explain any extra charges, but you remain responsible for payment where the charge relates to work carried out at your request or due to circumstances for which you are responsible.

If payment is not received by the due date, we reserve the right to suspend further work, withhold delivery of any related materials where lawful, or cancel future appointments. Late payment may result in interest or other reasonable recovery costs being added in accordance with applicable law. You will not be entitled to set off or deduct amounts unless we have agreed this in writing or you are required by law to do so. Title to any goods supplied, if applicable, remains with us until payment is received in full.

3. Cancellations, Rearrangements, and No-Shows

You may cancel or reschedule a booking by giving notice within the timeframe stated in your booking confirmation. If no timeframe is stated, you should provide as much notice as reasonably possible. Where you cancel with insufficient notice, we may charge a cancellation fee to cover costs already incurred, including staff allocation, travel preparation, materials ordered, and lost appointment time. The fee will be reasonable and proportionate to the circumstances.

If we arrive at the agreed location and are unable to complete the work because access is unavailable, the site is unsafe, the required decision-maker is absent, or the area is not suitably prepared, this may be treated as a late cancellation or failed appointment. In such cases, we may charge for wasted attendance and any reasonable expenses incurred. We are not responsible for losses arising from your failure to prepare the site, provide accurate instructions, or make someone available to authorise the service where necessary.

We may cancel or postpone an appointment where there are operational issues, adverse weather, equipment problems, safety concerns, or circumstances beyond our reasonable control. If this happens, we will try to offer an alternative date. Save where required by law, we are not liable for indirect losses caused by a rescheduled appointment, provided we act reasonably and in good faith.

4. Delivery of Services and Customer Responsibilities

We will provide the service using reasonable skill and care and in line with the information agreed at the time of booking. The exact method, sequence, and timing of the work may be adjusted where this is reasonably necessary to complete the service safely and effectively. You agree to cooperate with us throughout the appointment, answer reasonable questions, and provide any approvals or instructions needed to carry out the work.

You are responsible for ensuring that the premises, site, or relevant area is accessible, safe, and free from unnecessary hazards. This includes ensuring that vulnerable items are protected, pets are secured, and any required permits, permissions, or building access arrangements are in place before we arrive. If our team identifies a risk that could affect safety or compliance, we may pause or stop the service until the issue is resolved. Any delay or extra cost resulting from your failure to meet these responsibilities may be charged to you where lawful.

Where the service involves equipment, materials, or customer-provided items, you are responsible for checking that those items are suitable for the intended use and comply with applicable standards. We may refuse to use items that appear unsafe, defective, or inappropriate. If you ask us to proceed against our advice, you do so at your own risk to the extent permitted by law.

5. Liability and Limits of Responsibility

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our liability for losses arising from or in connection with the service is limited to the total fees paid or payable for the specific service giving rise to the claim, unless we agree a different limit in writing.

We are not responsible for indirect, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of goodwill, except where such exclusion is not permitted by law. We also are not responsible for damage caused by inaccurate information provided by you, hidden defects, pre-existing faults, unsuitable site conditions, or circumstances outside our reasonable control. If a claim arises, you must take reasonable steps to reduce any loss and notify us within a reasonable time.

Nothing in these terms and conditions for services affects any rights you may have under consumer protection law where you are dealing as a consumer. If you are a business customer, you acknowledge that the service is provided on the basis of these terms alone and that any additional or inconsistent terms you seek to impose will not apply unless we agree otherwise in writing.

6. Waste Regulations and Disposal

Where our service generates waste, it will be handled in accordance with applicable UK waste regulations and environmental requirements. This may include sorting, transporting, storing, or disposing of waste through lawful channels. We will only remove waste that is included within the agreed scope of service or that we are legally permitted and equipped to handle. Certain materials may require special handling, licensing, or documentation, and we may refuse to remove items that cannot lawfully or safely be managed by us.

You must inform us in advance of any hazardous, contaminated, bulky, electrical, or regulated waste connected with the service. Examples may include chemicals, asbestos-related materials, medical waste, oils, paints, batteries, gas cylinders, or similar items. If we identify regulated waste during the service, we may suspend work until the appropriate arrangements are made. Additional charges may apply where specialist disposal, extra labour, or third-party treatment is required.

Ownership of waste passes only where lawful and only when we have agreed to remove it as part of the service. You must not place prohibited items in materials intended for collection unless we have expressly consented. You remain responsible for ensuring that any information you provide about waste is accurate and complete. Where the law requires records, transfer notes, or other documentation, we will handle those obligations in a reasonable manner and in line with our operational procedures.

7. Force Majeure

We will not be in breach of these service terms if performance is delayed or prevented by events beyond our reasonable control. Such events may include severe weather, fire, flood, transport disruption, industrial action, utility failures, epidemics, governmental restrictions, supply chain disruption, or acts of third parties. Where a force majeure event occurs, we may suspend the affected service for as long as reasonably necessary and will seek to resume work when it is practical to do so.

If the event continues for a prolonged period, either party may have the right to terminate the affected booking by written notice, subject to payment for any work already completed and any lawful costs already incurred. We will act reasonably and try to minimise inconvenience, but we are not liable for losses caused by events outside our control.

The parties agree that force majeure is a practical allocation of risk and not a waiver of our right to recover reasonable expenses or adjust scheduling where necessary. Any decision made under this clause will be based on fairness, safety, and the need to comply with applicable law.

8. Termination

We may terminate or suspend the service agreement immediately if you commit a serious breach of these terms, fail to pay amounts due, provide unsafe instructions, or prevent us from carrying out the work properly. You may also terminate the agreement if we materially fail to perform our obligations and do not remedy the issue within a reasonable time after being given notice where remedy is possible.

On termination, you must pay for services already performed, approved materials ordered, and any reasonable costs incurred before the termination took effect. Termination will not affect rights and liabilities that have already accrued. Clauses intended to survive termination, including payment, liability, waste handling, and governing law, will continue to apply.

9. Governing Law and Jurisdiction

These UK service terms and conditions and any dispute or claim arising from them are governed by the laws of England and Wales, unless we expressly agree another governing law in writing. If you are a consumer resident in another part of the UK, you may also benefit from mandatory protections available under your local law where those protections apply and cannot be waived. Nothing in these terms limits any rights you may have under mandatory consumer legislation.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms, subject always to any rights that cannot lawfully be restricted by agreement. If a dispute arises, both parties agree to act reasonably and attempt to resolve the matter in good faith before commencing formal proceedings. This may include reviewing the booking records, invoices, photographs, notes, and any other relevant documentation.

These terms represent the entire agreement between the parties concerning the service and supersede any prior discussions, emails, or informal statements unless expressly incorporated in writing. By proceeding with a booking, you confirm that you have read, understood, and agreed to these service conditions in full.