Terms and Conditions for UK Services

These Terms and Conditions set out the basis on which our UK service is provided to customers. By requesting, booking, or using our services, you agree to these terms in full. Please read them carefully before placing a booking, as they explain how the service agreement works, what is expected from both parties, and the limits that apply to our obligations. These terms are intended to be clear and fair, while also protecting the quality, safety, and lawful delivery of the work we carry out.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person or business requesting the service. These conditions apply to all standard service bookings unless we agree otherwise in writing. Any variation must be expressly confirmed by us in a written form, and any informal arrangement will not override these terms unless specifically agreed.

We may update these service terms from time to time to reflect changes in our operations, legal requirements, or business practices. The version in force at the time your booking is accepted will generally apply to that booking. If a change is required to comply with law or safety obligations, we may apply the revised terms sooner where necessary.

1. Booking Process

All bookings are subject to availability and our confirmation. A request for a service does not automatically create a contract. A booking becomes binding only when we have reviewed the request, confirmed the service details, and accepted the appointment or work order. We may refuse or decline a booking at our discretion if we believe the work is unsuitable, unsafe, outside our scope, or cannot be delivered to an acceptable standard.

When making a booking, you must provide accurate and complete information, including the type of service required, the location, access details, any special instructions, and any relevant conditions that may affect delivery of the service. If the details you give are incomplete or inaccurate, this may result in delay, rescheduling, additional charges, or cancellation. We rely on the information provided at the time of booking to assess the job and plan resources appropriately.

In some cases, we may issue a quotation, estimate, or fixed price before confirming the booking. A quotation may be time-limited, and we reserve the right to withdraw or revise it if the scope changes or if the information supplied proves inaccurate. Where a service is booked on an estimate basis, the final charge may vary depending on the actual work carried out, time taken, materials used, or issues discovered during delivery.

2. Payments and Charges

Unless otherwise stated, payment terms will be explained at the time of booking or on the invoice. We may require full payment in advance, a deposit, staged payments, or payment upon completion depending on the nature of the service. Where a deposit is requested, the booking may not be secured until the deposit has been received in cleared funds. If a deposit is not paid on time, we may cancel the booking without liability.

All prices are quoted in pounds sterling and, unless specified otherwise, may be exclusive of applicable taxes, surcharges, or additional costs linked to access, parking, waiting time, disposal, or specialist materials. Any extra charges that arise because of unexpected conditions, customer-requested changes, or incomplete preparation will be added to the final invoice. We will try to notify you of material changes where practicable, but some costs may only be known once the service begins.

Payment must be made by the method we accept at the time of invoice or booking. If payment is not received by the due date, we may charge reasonable late-payment interest and recovery costs where permitted by law. We may also suspend further work, withhold delivery of completed items where lawful, or treat the contract as terminated if payment remains outstanding for a significant period.

3. Cancellations, Rescheduling, and Waiting Time

If you need to cancel or reschedule a booking, you must notify us as soon as possible. Cancellation charges may apply depending on how much notice you give and whether we have already allocated staff, resources, vehicles, or materials to your booking. Where a service is cancelled at short notice, we may retain any deposit paid or charge a cancellation fee that reasonably reflects our loss and administration time.

If we arrive at the agreed time and are unable to complete the service because access is restricted, the site is unsafe, the customer is unavailable, or the required conditions have not been met, we may treat this as a customer cancellation or charge a wasted attendance fee. If we agree to wait beyond a reasonable period, waiting time may be chargeable. We reserve the right to leave the premises if continuing would be unsafe or impractical.

We may also cancel or reschedule a booking if there are unforeseen circumstances outside our control, including staff illness, severe weather, equipment failure, transport disruption, or safety concerns. In such cases, we will aim to give notice as soon as reasonably possible and offer an alternative date where available. Except where required by law, we will not be liable for losses caused by a cancellation made for operational or safety reasons.

4. Service Delivery and Customer Responsibilities

You must ensure that the premises, access routes, and working environment are suitable for the service. This includes providing safe access, accurate instructions, and any permits, permissions, or approvals that may be necessary. Where a service depends on cooperation from you or your representatives, failure to cooperate may delay completion or increase the cost of the work.

Unless we agree otherwise, you are responsible for protecting valuables, fragile items, confidential documents, and personal belongings before the service begins. We may ask you to remove or secure items that could be damaged or obstruct the work. If you instruct us to move or handle items that are especially valuable, delicate, or high-risk, we may decline unless suitable arrangements are in place.

Any deadline or completion date given by us is an estimate unless expressly confirmed as binding in writing. We will use reasonable care and skill and aim to complete the service within the agreed time, but we do not accept responsibility for delays caused by the customer, third parties, weather, supply shortages, hidden defects, or events beyond our control. If additional work becomes necessary, we may pause the service until you approve the revised scope and any associated charges.

5. Liability and Limitations

We will perform our services with reasonable care and skill and in accordance with applicable law. If we fail to do so, you may be entitled to a remedy under your legal rights. However, our liability is limited to the extent permitted by law, and nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Subject to the paragraph above, we will not be responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or damage arising from your misuse of the service, failure to follow instructions, or failure to maintain your premises, equipment, or items in a suitable condition. Our total liability for any claim arising from a specific booking will normally be limited to the amount paid or payable for that booking, except where law requires a different limit.

We are not liable for delays, failure to perform, or damage caused by incorrect information supplied by you, hidden defects, pre-existing faults, or the acts or omissions of third parties. If you believe damage has occurred during the service, you must notify us promptly and allow us a reasonable opportunity to inspect the issue. We may ask for photographs, supporting information, or access to the affected area before deciding how to respond.

6. Waste Handling and UK Waste Regulations

Where our service involves removal, collection, disposal, or transport of waste, both parties must comply with applicable waste regulations. We will handle waste in accordance with the law and will only remove items or materials that fall within the scope of the agreed service and any applicable permits, licences, or carrier authorisations. We may refuse to handle waste that is hazardous, contaminated, illegal to transport, or not properly described at the time of booking.

You must tell us in advance if any waste contains sharp objects, chemicals, electrical items, medical materials, asbestos, biohazards, or other potentially regulated substances. Failure to disclose such items may create safety risks and may result in immediate cancellation, additional charges, or reporting to the relevant authorities where required by law. We are entitled to rely on the descriptions provided by you when assessing whether we can lawfully carry out the waste-related part of the service.

Any waste left for collection must be accessible and segregated if required. We are not responsible for sorting mixed waste unless that is included in the agreed service. If we discover waste that is materially different from what was described, we may revise the charge, refuse collection, or require you to arrange compliant disposal. Title and responsibility for waste may transfer only in accordance with law and the terms of the relevant service arrangement.

7. Complaints, Variations, and Termination

If you are dissatisfied with any part of the service, you should raise the issue with us promptly so that we can investigate and, where appropriate, attempt to resolve it. We may ask for evidence and allow us a reasonable opportunity to correct any problem. Where a complaint is justified, our response may include re-performance of the relevant part of the service, a partial refund, or another reasonable remedy at our discretion and in line with your legal rights.

Any request to change the scope of the work must be agreed before we proceed with the variation. Changes in specification, additional tasks, or revised timing may affect pricing and completion dates. If you ask us to continue after a substantial change, this may be treated as acceptance of the updated terms for the revised work. We are not obliged to carry out additional tasks unless we agree to them in writing or by clear confirmation.

We may suspend or terminate a booking or service immediately if you materially breach these terms, fail to make payment, provide unsafe conditions, or request unlawful conduct. In such circumstances, we may charge for work already performed, costs already incurred, and any reasonable losses caused by the breach. Any termination will not affect rights or obligations that are intended to continue after the service ends, including payment obligations, liability limits, and confidentiality where applicable.

8. Data, Privacy, and Confidentiality

We will only use personal information as necessary to administer bookings, deliver services, process payments, maintain records, and comply with legal obligations. Where we need to share information with subcontractors, suppliers, insurers, or professional advisers for service delivery or compliance purposes, we will do so only where appropriate and lawful. You should ensure any personal information you provide is accurate and limited to what is relevant for the service.

If we access documents, records, images, or other materials during the course of the service, we will treat them with reasonable care and keep confidential any information that is not already public, except where disclosure is required by law, insurance, or regulatory duty. This obligation does not apply to information that becomes public through no fault of ours or that is already lawfully known to us.

We may retain service records, invoices, and related correspondence for as long as necessary to manage our business, resolve disputes, and meet legal or accounting obligations. Any data protection rights you may have are separate from these terms and will be handled in accordance with applicable privacy law.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales unless another part of the UK lawfully applies by mandatory rule. The parties agree that the courts of England and Wales shall have jurisdiction, except where the law provides otherwise.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy immediately will not mean that we have waived that right. A waiver will only be effective if given in writing. These terms constitute the entire agreement between the parties regarding the service and replace previous discussions or representations relating to the same booking, unless expressly stated otherwise.

Headings are included for convenience only and do not affect interpretation. Any reference to legislation includes any amendment or re-enactment of that legislation. Where a term is inconsistent with mandatory consumer law or other applicable statutory rights, those rights will prevail and the inconsistent term will be read down or disregarded to the extent necessary.

10. Final Provisions

By confirming a booking, making payment, or allowing the service to begin, you acknowledge that you have read and understood these service terms and conditions and agree to be bound by them. If you are booking on behalf of a business or organisation, you confirm that you have authority to do so and that the organisation will be responsible for payment and compliance with these terms.

These conditions are designed to support a professional, safe, and transparent UK service agreement. They help ensure that expectations are clear from the outset, that pricing and cancellations are handled fairly, and that both sides understand their responsibilities. Where our service involves regulated activities, specialist handling, or legal compliance measures, we may apply further conditions specific to the job, provided those are explained before work starts.

Nothing in these terms affects your statutory rights as a customer. If you require clarification of any part of the agreement, the terms should be interpreted in a way that is consistent with applicable law and the commercial nature of the service being provided.