Terms and Conditions for UK Services

These Terms and Conditions set out the basis on which our UK service offerings are provided. By making a booking, requesting a quotation, or confirming an appointment, you agree to comply with the rules below. Please read this document carefully before placing an order, as it explains the service booking process, payment terms, cancellation rights, liability limits, waste-handling obligations, and the legal framework that applies to the agreement.

These terms are intended to be fair, transparent, and straightforward. They apply to all customers who use our service provision, whether the arrangement is made online, by telephone, by email, or through any other booking method we make available. Where a separate written agreement has been issued, those specific terms may apply alongside these general conditions, provided they do not conflict with them.

In these terms, references to “we”, “us”, and “our” mean the service provider delivering the work, and references to “you” and “your” mean the customer, client, or authorised representative placing the booking. The words “service”, “service order”, and “booking” may be used interchangeably to describe the requested work, unless the context requires otherwise.

1. Booking Process

All bookings are subject to acceptance by us. A request for a quote, estimate, or availability check does not create a binding contract. A contract is formed only when we confirm the booking and, where required, receive any deposit or initial payment. We may decline or postpone a booking if the work is outside our scope, if access is unsuitable, or if there are concerns about safety, legality, or resource availability.

You are responsible for providing accurate and complete information at the time of booking. This includes the type of service required, the property or site condition, access arrangements, parking limitations, timing restrictions, and any special requirements that could affect the service. If the information supplied is incomplete or incorrect, we may need to revise the price, alter the schedule, or cancel the booking in line with these terms.

Any date or time given for the performance of a service is an estimate unless we expressly confirm it as guaranteed. We will use reasonable efforts to attend on the agreed day or within the agreed period, but delays can occur due to weather, traffic, equipment failure, staff illness, supply issues, or other events beyond our control. Where practical, we will inform you of material changes and offer a revised appointment.

2. Service Requirements and Customer Responsibilities

To enable us to provide the service efficiently, you must ensure that the site is accessible and ready at the agreed time. This includes securing any necessary permissions, ensuring that relevant areas are clear, and taking steps to protect valuables, fragile items, and surfaces that could reasonably be affected by the work. Unless agreed otherwise, you remain responsible for the condition of your premises and for any items not forming part of the service scope.

You must also ensure that any information about hazards, restricted access, concealed services, contaminated materials, or other relevant risks is disclosed before the work begins. If we encounter a condition that materially changes the nature of the service, we may pause the work, make the area safe where possible, or revise the service specification and price. Additional charges may apply if extra labour, equipment, or disposal arrangements are required.

We reserve the right to refuse or suspend the service if we reasonably believe that continuing would be unsafe, unlawful, or likely to cause damage. In such circumstances, we may charge for time already spent, travel costs where applicable, and any non-recoverable expenses incurred before the issue was identified. Any decision made for safety or compliance reasons will be final unless we later agree otherwise in writing.

3. Prices and Payment Terms

Prices will usually be based on the quotation or estimate provided before the booking is confirmed. Unless stated otherwise, all prices are exclusive of VAT and other applicable taxes, charges, permits, or third-party fees. Quotations are valid for the period stated in the offer or, if no period is specified, for a reasonable time only. We may update a quotation if the scope of the service changes or if material information was missing at the time of pricing.

Payment terms may vary depending on the nature of the work. Some services require full payment in advance, while others may require a deposit, staged payments, or payment on completion. If an invoice is issued, payment must be made by the due date shown on the invoice. Where no date is stated, payment is due immediately upon receipt. We may charge interest on overdue sums and recover reasonable costs associated with collecting unpaid amounts.

We may suspend performance of the service if payment is overdue or if there is a reasonable risk of non-payment. Any discounts, promotional rates, or special offers are personal to the booking and may be withdrawn if the booking is amended or cancelled outside the applicable conditions. Unless expressly agreed in writing, all service charges are non-transferable and cannot be exchanged for other services, cash, or credits beyond those required by law.

4. Cancellations, Rescheduling, and Changes

You may request a cancellation or rescheduling by notifying us as soon as possible. Whether a charge applies will depend on the notice period, the type of service, and any costs already incurred. If you cancel after materials have been ordered, staff have been allocated, or work has begun, you may be liable for reasonable losses and any non-recoverable expenses. This may include travel, administration, specialist equipment, or disposal costs.

If you wish to change the date, time, service scope, or site details, we will try to accommodate the request, but we are not obliged to do so. A change may require a revised quotation, a new schedule, or additional payment. If a rescheduled slot is unavailable, the original booking may be treated as cancelled under these terms. Where a booking is linked to time-sensitive work, late changes may not be possible.

We may cancel or reschedule a booking if circumstances beyond our control make it impracticable or unsafe to proceed. These circumstances may include severe weather, industrial action, supply disruption, regulatory restrictions, accident, illness, or force majeure events. In such cases, our liability is limited to refunding any payment for the undelivered portion of the service, unless the law requires a different outcome.

5. Waste Regulations and Environmental Compliance

Where the service involves removal, handling, transport, recycling, or disposal of waste, both parties must comply with applicable UK waste regulations and environmental law. You must not ask us to remove materials that are illegal to handle, improperly packed, contaminated in a way not disclosed in advance, or subject to special licensing requirements unless we have expressly agreed to do so and hold the necessary authority. Any misdescription of waste may result in suspension of the service and additional charges.

We will manage waste only within the limits of our lawful authorisations and operational procedures. Depending on the type of material, we may segregate waste streams, use designated facilities, or require documentary evidence about the origin and nature of the materials. If a waste transfer note, consignment note, or similar record is required by law, you agree to provide accurate information and, where necessary, sign the relevant documentation.

You remain responsible for ensuring that waste presented for collection is correctly identified and that no prohibited items are included unless we have specifically agreed otherwise. If the waste is contaminated, heavier than declared, or mixed with non-conforming material, we may refuse collection, adjust the fee, or arrange a separate disposal method. We will not be responsible for any enforcement action arising from inaccurate information supplied by you.

6. Liability and Limitations

We will provide the service with reasonable care and skill and in accordance with the agreed specification. If we fail to do so, we may at our option re-perform the affected part of the work, provide a partial refund, or agree another fair remedy. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law.

Subject to the paragraph above, we will not be liable for losses that are indirect or consequential, including loss of profit, loss of business, loss of opportunity, or reputational damage. Our total liability for any claim arising out of a booking shall not exceed the total amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. This limitation applies whether the claim is based in contract, tort, negligence, breach of statutory duty, or otherwise.

We are not responsible for damage caused by pre-existing defects, hidden conditions, inadequate maintenance, or customer instructions that are later found to be incomplete or incorrect. We are also not liable for delays or failures caused by events beyond our reasonable control, including utility failures, public authority intervention, access restrictions, extreme weather, or shortages of labour or materials. Your statutory rights, where applicable, are not affected by these terms.

7. Complaints and Remedies

If you believe the service has not been delivered in line with the booking or these terms, you should notify us within a reasonable time after completion or discovery of the issue. Please provide enough detail for us to investigate, including the nature of the concern, the date of the service, and any relevant supporting information. We may ask for access to inspect the issue or for further clarification before deciding on a remedy.

Where a complaint is upheld, we may offer repair, re-performance, a price reduction, or another proportionate remedy. The appropriate outcome will depend on the circumstances, the nature of the service, and whether the issue can be corrected without disproportionate cost. Any remedy offered under this clause will be without prejudice to rights that cannot be excluded by law.

If you fail to give us a reasonable opportunity to investigate or correct the matter, you may lose the right to rely on that complaint to claim a further remedy. We encourage prompt communication so that issues can be resolved efficiently and fairly. This process is intended to reduce disruption while preserving both parties’ rights under the agreement.

8. Data, Records, and Evidence of Agreement

We may keep records relating to quotations, bookings, payment history, site notes, correspondence, photographic evidence, and waste documentation where applicable. These records help us administer the service, defend claims, and demonstrate compliance with legal obligations. By entering into the booking, you agree that we may store and process such information for these legitimate business purposes, subject to applicable data protection law.

Any message, invoice, confirmation, or signed acceptance issued electronically may be treated as evidence of the agreement between the parties. You are responsible for checking that your contact details and booking information are correct. If you ask us to rely on instructions given by a third party, you must ensure that person is authorised to act on your behalf. We will not be responsible for misunderstandings caused by conflicting instructions from unauthorised individuals.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising out of them shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom applies by mandatory law to the specific booking. The parties agree that the courts with the appropriate jurisdiction in the UK shall have exclusive authority to settle any dispute that cannot be resolved amicably or through a reasonable internal review process.

If any part of these terms is found to be invalid, unlawful, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any variation to these terms must be agreed in writing and clearly state that it is intended to amend the contract.

Final agreement: By placing a booking, you confirm that you have read, understood, and agreed to these service terms and conditions. You acknowledge that the service description, pricing, timing, and any special requirements may be revised only by mutual agreement or where required by law. These terms form the basis of the contractual relationship for the relevant UK service agreement and apply alongside any legally required consumer protections.