Service Terms and Conditions
These service terms and conditions set out the basis on which we provide domestic and commercial services in the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to give clear information about how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities each party has throughout the service process. These terms apply to the extent permitted by law and should be read together with any written quotation, service description, or booking confirmation issued for the relevant service agreement.
For the purposes of these terms, references to “we”, “us” and “our” mean the service provider, and “you” or “your” mean the customer, client, or person requesting the service booking. Unless otherwise agreed in writing, all services are provided subject to availability and to the scope confirmed at the time of booking. Any variation requested after confirmation may affect price, timing, or the ability to complete the work as originally planned.
These terms are written for general use across our service operations and are not limited to one particular type of work. Where a specific service involves additional requirements, specialist equipment, or waste handling obligations, those requirements may be included in the booking confirmation or quotation. If any part of these terms is inconsistent with a written quotation or separate agreement, the written quotation or agreement will take priority to the extent of that inconsistency.
1. Booking Process
Bookings may be made by requesting a quotation and confirming acceptance of the proposed service. A booking is only considered accepted when we issue confirmation or otherwise confirm in writing that the work has been scheduled. Until that point, any date or time discussed remains indicative only and is not guaranteed. We may ask for further details before confirming the booking, including access information, service requirements, and any relevant site conditions that may affect delivery of the UK service.
It is your responsibility to provide accurate and complete information when making a booking. This includes the address, site access arrangements, parking considerations, relevant permissions, and any known hazards. If the information provided is incorrect or incomplete and this causes delay, additional cost, or inability to perform the service, we may revise the price, reschedule the work, or treat the booking as cancelled by you. We may also refuse or suspend a booking where it would be unsafe or impractical to proceed.
We reserve the right to decline any service booking terms request at our discretion, including where the scope of work falls outside our operational capability, where specialist approval is needed, or where legal compliance cannot reasonably be assured. If we need to alter the scheduled date or time, we will aim to notify you as soon as reasonably practicable. Any stated completion time is an estimate only unless expressly agreed as fixed in writing.
When the service requires attendance on site, you must ensure reasonable access to the property or premises at the agreed time. If we are unable to gain access, we may charge for wasted attendance, waiting time, or repeat visits. You should also ensure that any areas necessary for the service are clear and safe, and that any children, pets, or fragile items are kept away from the working area unless they form part of the service arrangement.
2. Payments
Unless otherwise stated in the quotation or invoice, payment is due in accordance with the terms confirmed at booking or on the invoice date. We may require a deposit, part payment in advance, or full payment before commencing the service. In all cases, you agree to pay the full amount due for the agreed scope of work, together with any additional charges validly incurred under these terms. Payment methods accepted will be specified during the booking or invoicing process.
All prices are stated exclusive of any applicable taxes unless expressly indicated otherwise. If the service scope changes after confirmation, we may issue a revised quotation or invoice to reflect additional labour, materials, travel, disposal costs, or other necessary charges. Any estimate is given in good faith based on the information available at the time, but the final amount may vary where the actual work differs from the original description or where unforeseen conditions are encountered.
Late or overdue payments may result in suspension of further services and may attract reasonable administrative charges, interest, or recovery costs to the extent permitted by law. We may also withhold completion certificates, reports, or other deliverables until payment is received in full. If you dispute any invoice, you must notify us promptly and pay any undisputed amount by the original due date. A disputed item does not remove the obligation to pay the remainder of the invoice on time.
3. Cancellations and Rescheduling
You may request cancellation or rescheduling of a booking by giving reasonable notice. The amount of notice required may depend on the type of work, the resources already allocated, and whether third-party costs have been committed. If you cancel after confirmation, we may retain all or part of any deposit and may charge a cancellation fee where reasonable to cover reserved labour, materials, administration, or loss of available appointment time.
If you ask to reschedule, we will use reasonable efforts to accommodate the request, but we cannot guarantee availability on the preferred new date. Where a new date is agreed, the original quotation may remain valid or may need to be updated if circumstances have changed. If we must cancel or postpone due to illness, operational issues, unsafe conditions, or events outside our control, we will offer an alternative date or, where appropriate, a refund of any advance payment for the cancelled element of the service contract.
We may cancel or suspend a booking immediately if you fail to provide access, if the premises are unsafe, if the work would involve unlawful activity, or if continuing would create a risk to health, property, or compliance. In such cases, you may remain responsible for costs already incurred. No cancellation fee will be payable by you where cancellation is required because we are unable to perform the service due to our own fault, except for non-recoverable third-party expenses already properly incurred with your approval.
4. Waste Regulations and Disposal
Where our services generate waste, both parties must comply with applicable waste management and environmental obligations. You must disclose in advance any hazardous, controlled, contaminated, or unusual waste, and you must not present prohibited items unless we have expressly agreed to handle them. We may refuse to remove or transport waste where doing so would breach legal requirements, licensing conditions, safety procedures, or disposal restrictions applicable to a UK services provider.
Unless stated otherwise in writing, any waste removed as part of the service will be handled in accordance with applicable regulations and may be transferred only to authorised facilities or carriers. You confirm that any waste you ask us to collect, move, or dispose of has been lawfully generated and is correctly described. If you fail to disclose hazardous contents or inaccurate information about the waste, you will be responsible for any resulting losses, penalties, decontamination costs, or claims arising from that omission.
If the service includes recycling, separation, or segregation of materials, we will use reasonable care but do not guarantee that every item can be recycled or reused. Some materials may require special handling or may incur extra charges due to classification, packaging, documentation, or disposal fees. Where the law requires retention of records, transfer notes, or related documentation, we may keep those records for the period necessary to satisfy our legal obligations.
5. Liability and Service Standards
We will provide the service with reasonable skill and care and in accordance with the agreed description. If we fail to do so, we may at our option re-perform the affected part of the service, reduce the price proportionately, or take other reasonable corrective action. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under English law.
Subject to the foregoing, we are not liable for loss or damage arising from inaccurate information supplied by you, hidden defects, pre-existing faults, site conditions beyond our control, or your failure to follow reasonable instructions. We are also not responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of data, except where such exclusion is prohibited by law. Any property of yours left at the premises or in the working area remains your responsibility unless we have expressly agreed otherwise in writing.
Where we are liable for damage to property caused directly by our negligence, our responsibility will be limited to the reasonable cost of repair or replacement, taking account of wear, age, and condition. You must notify us of any alleged loss or damage as soon as reasonably practicable and allow us a fair opportunity to inspect and, where appropriate, remedy the issue. Failure to do so may affect our ability to investigate or resolve the matter.
We do not accept responsibility for minor cosmetic variation, pre-existing deterioration, or outcomes that are inherently dependent on the condition of materials or surfaces. Any estimates, forecasts, or timings are given as professional opinions based on available information and should not be treated as guarantees unless expressly stated. Your statutory rights as a consumer, where applicable, are not affected by these terms and conditions.
6. Customer Responsibilities
You must cooperate with us reasonably before and during the service. This includes ensuring access, removing obstacles where necessary, and providing any information or permissions needed for safe and lawful performance. If the service depends on utilities, lighting, water, power, or other facilities, you must ensure these are available unless the quotation states that we will supply them. Any delay caused by your failure to meet these responsibilities may result in additional charges or rescheduling.
You are responsible for protecting items of sentimental, exceptional, or high value unless we have agreed in advance to handle them. Where you require insurance cover for specific property or circumstances, you should arrange this independently unless we have confirmed coverage in writing. You must not ask us to undertake work that is unsafe, unlawful, or outside the agreed scope, and you must provide prompt instructions where a decision is needed to complete the service.
If any of your instructions conflict with legal, safety, or environmental requirements, we may refuse to carry them out. In such cases, we may continue only with the compliant part of the booking or may suspend the service until the issue is resolved. Failure to cooperate, repeated changes to the agreed scope, or conduct that makes service delivery unreasonable may be treated as a breach of these terms.
7. General Provisions and Governing Law
These terms constitute the entire agreement between the parties regarding the relevant service unless a separate written agreement says otherwise. If any provision is found unenforceable, the remainder will continue in force. No failure or delay by us in exercising a right under these terms will operate as a waiver of that right. Any variation must be agreed in writing by an authorised representative of the service provider.
These UK service terms are governed by the laws of England and Wales, unless mandatory consumer law requires otherwise. The courts of England and Wales shall have jurisdiction over any dispute arising out of or in connection with these terms, subject to any rights you may have under applicable consumer protection legislation. Where services are supplied to a consumer, nothing in these terms is intended to reduce or exclude any rights that cannot be lawfully excluded.
By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms and conditions. We recommend that you retain a copy for your records. These terms are designed to support clear service arrangements, lawful waste handling, fair payment expectations, and sensible risk allocation in a way that is suitable for general use across a range of service bookings in the UK.
