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 placing a booking, confirming an appointment, or accepting a quotation, you agree to these terms. They are designed to explain the booking process, payment arrangements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the service agreement. Where the wording refers to a service contract, it includes any written estimate, confirmation, or agreed scope of works connected to the service we provide.
These terms and conditions for services apply to domestic and commercial customers unless otherwise agreed in writing. They should be read carefully before the service begins. If any part of the agreement is unclear, the customer is responsible for seeking clarification before confirming the booking. Acceptance of the service means acceptance of the relevant obligations, including any preparation needed before arrival, access arrangements, and payment responsibilities.
We may update these service terms from time to time to reflect changes in law, operational requirements, or payment practices. The version in force at the time of booking will generally apply to that booking unless a different version is expressly agreed. Any variation to these terms must be confirmed in writing and agreed by both parties. No other statement, marketing material, or informal discussion shall override the written service agreement unless we state otherwise.
The booking process begins when the customer submits an enquiry or request for services and provides the information reasonably needed to assess the job. This may include the type of service required, the location, access conditions, expected timing, and any relevant site details. A quotation or estimate may be issued based on the information provided. Unless stated otherwise, quotations are invitations to book and not a binding guarantee until the booking is confirmed.
A booking becomes confirmed only when we acknowledge acceptance of the request and, where required, a deposit or advance payment has been received. The customer must ensure that all booking details are accurate and complete. Any change to the scope of work, access conditions, or timing may affect the price, schedule, or ability to complete the service. We reserve the right to decline or reschedule a booking where the information provided is incomplete, misleading, unsafe, or inconsistent with the service originally requested.
If the service requires specialist equipment, restricted access arrangements, parking permissions, permits, or other preparation, the customer must arrange these in advance unless we have agreed to do so as part of the service. Delays caused by missed access, unsuitable conditions, or failure to prepare the premises may result in additional charges. Where the service is time-sensitive, the customer should make sure that all necessary approvals and site preparations are completed before the agreed appointment time.
Payment terms are an essential part of the service agreement. Unless otherwise agreed in writing, payment is due in full on completion of the service or on the date stated on the invoice. We may request a deposit, partial prepayment, or staged payments depending on the size, nature, or risk of the work. All prices are stated in pounds sterling and may be subject to VAT where applicable.
Invoices must be paid by the method and within the period stated on the invoice or booking confirmation. If payment is not made on time, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend further work, withhold delivery of any related items where lawful, or cancel future bookings until outstanding amounts are settled. Any bank charges or payment provider fees arising from failed or reversed payments may be added to the amount due where permitted.
Prices are based on the information available at the time of quotation. If the actual work differs from the original description, or if additional labour, materials, waiting time, disposal costs, or access complications arise, we may adjust the price accordingly. Any significant variation should be notified to the customer as soon as reasonably practicable. The customer remains responsible for payment of all agreed charges, including any approved extras or unavoidable costs incurred in completing the service properly.
Cancellations and rescheduling requests should be made as early as possible. If the customer cancels after the booking has been confirmed, a cancellation fee may apply depending on the amount of notice given, the type of service, and whether materials, labour, or third-party arrangements have already been committed. Where work has started, the customer may be liable to pay for the work completed, costs incurred, and any non-recoverable expenses.
If the customer fails to provide access, is not present when required, or is otherwise unable to proceed at the agreed time, this may be treated as a late cancellation or failed appointment. In such cases, a call-out fee, waiting charge, or full service charge may apply where reasonable and lawful. We will always try to act fairly, but we are not required to absorb costs arising from a missed appointment caused by the customer.
We may also cancel or postpone a booking where circumstances beyond our control make performance impractical, unsafe, or unlawful. This may include severe weather, transport disruption, equipment failure, staff illness, supply shortages, or changes in law. In such circumstances, we will aim to offer an alternative date or a refund of sums paid for services not delivered, subject to any non-refundable third-party costs where these have been properly incurred and disclosed.
Our liability for the service is limited to the extent allowed by law. We will perform the work with reasonable care and skill, using suitable materials and competent personnel where applicable. If we fail to do so, we may choose to re-perform the service, repair the defect, or provide a refund or price reduction where appropriate. These remedies are subject to the nature of the issue and the rights available under UK consumer law.
We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any damage arising from information supplied by the customer that is incomplete, inaccurate, or misleading. The customer is responsible for safeguarding valuables, fragile items, and any property that may be affected by the service.
Where we rely on access to a property, equipment, utilities, or instructions supplied by the customer, we are not liable for delays, damage, or failure caused by defective infrastructure, hidden defects, unsafe conditions, or third-party interference. Any claim relating to the service must be raised as soon as reasonably practicable after the issue becomes known, so that we may inspect, investigate, and resolve the matter fairly. Failure to notify us promptly may affect the ability to assess the claim.
Waste regulations apply to the collection, movement, storage, treatment, and disposal of any waste arising from the service. Both parties must comply with all applicable UK waste laws and environmental obligations. The customer must accurately describe any waste, refuse, rubble, packaging, or other materials needing removal, including whether any item is hazardous, contaminated, sharp, electrical, or otherwise subject to special handling.
We may refuse to collect or dispose of waste that has not been declared properly, cannot legally be accepted, or poses a health, safety, or environmental risk. Where waste transfer notes, duty of care records, or other documentation are required, the customer agrees to provide the information needed to complete them accurately. The customer must not place prohibited materials into ordinary waste streams or request disposal contrary to law.
Any charges relating to waste handling may include loading, transport, sorting, disposal facility fees, environmental levies, and time spent separating unsuitable items. If undeclared hazardous waste is discovered, we may suspend the service, isolate the material, and charge additional costs for safe handling or lawful disposal. The customer is responsible for any penalties, costs, or claims arising from inaccurate waste descriptions or unlawful disposal instructions supplied by the customer.
General terms also apply to the service relationship. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. No failure or delay in enforcing a right shall be treated as a waiver of that right. A person who is not a party to the service agreement shall not have any rights under it unless expressly stated otherwise.
Each booking is governed by the specific description of work agreed at the time of confirmation. If there is any inconsistency between a quotation, invoice, or booking confirmation and these terms, the more specific written term shall apply to the extent of the inconsistency. Any customer obligations relating to site access, safe working conditions, removal of obstructions, or readiness for the service remain binding even if not repeated in full in every document.
Governing law: These service terms and conditions are governed by the laws of England and Wales, unless the service is provided in Scotland or Northern Ireland and mandatory local law requires otherwise. Any dispute arising from or in connection with the service agreement shall be subject to the courts having appropriate jurisdiction in the relevant part of the United Kingdom. By booking the service, the customer agrees that the contract will be interpreted in line with the applicable UK legal framework.
