Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the UK. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by the terms below. Please read them carefully before proceeding. These terms are intended to be clear, fair, and practical, while protecting both the customer and the service provider.

For the purposes of these terms and conditions for services, the words “we,” “us,” and “our” refer to the service provider, and “you” or “the customer” refers to the person, business, or organisation receiving the services. These terms apply to all standard and agreed-upon work unless expressly varied in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

Nothing in these UK service terms is intended to limit your statutory rights where those rights apply. If there is any conflict between a written quotation and these terms, the written quotation will apply only to the extent expressly stated, and otherwise these terms shall govern the arrangement.

1. Booking process
All bookings are subject to availability and acceptance by us. A booking may be made by telephone, email, online form, written instruction, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where applicable, received any required deposit or prepayment.

When you submit a booking request, you must provide accurate and complete information about the services required, the site or location, access arrangements, relevant timeframes, and any known hazards or special requirements. We may rely on the information you provide when preparing quotations, allocating resources, and scheduling the work. If the information changes before the service date, you must inform us as soon as reasonably possible.

We may ask for further details before accepting a booking, including photographs, measurements, site conditions, or other information needed to assess the work properly. We reserve the right to decline or amend a booking where the scope of work is unclear, unsafe, outside our service area, or otherwise unsuitable. Where an appointment time is given, it is an estimate unless we have expressly agreed a fixed attendance window.

2. Payments and pricing
Prices are usually quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on the nature of the service and the quotation provided. Unless clearly stated otherwise, a quotation remains valid only for the period specified in writing or, if no period is stated, for a reasonable time. We may revise prices if the scope of work changes, if additional materials are required, or if the information originally supplied was incomplete or inaccurate.

Payment terms will be confirmed at the time of booking or in the quotation. Depending on the service, we may require a deposit, part-payment, full advance payment, or payment on completion. Where payment is due on completion, it must be made immediately unless otherwise agreed in writing. Late or failed payment may result in suspension of services, recovery action, or additional charges permitted by law.

All invoices must be paid in full without deduction, withholding, or set-off unless required by law or expressly agreed by us in writing. If you dispute any part of an invoice, you must notify us promptly and pay the undisputed amount by the due date. We may charge reasonable costs incurred in collecting overdue sums, including administrative fees, interest, and any lawful recovery expenses.

3. Cancellations, rescheduling, and non-attendance
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service, materials ordered, labour reserved, and whether specialist subcontractors or equipment have been allocated. Where a deposit has been paid, we may retain all or part of it to cover administration, reserved time, or non-recoverable costs, to the extent permitted by law and disclosed in the quotation or booking confirmation.

If you cancel at short notice, fail to provide access, or are not available at the agreed time, we may treat this as a late cancellation or non-attendance. In such circumstances, we may charge a cancellation fee reflecting the loss of reserved time, travel, and preparation costs. If we are unable to carry out the service because access is unsafe or incomplete, or because required approvals are not in place, the appointment may still be chargeable.

We may also reschedule or cancel a booking where there are circumstances beyond our reasonable control, including severe weather, transport disruption, staffing issues, supplier failure, equipment breakdown, or other operational difficulties. Where this happens, we will usually offer a new date or reasonable alternative arrangement. We will not be responsible for indirect loss caused by the rescheduling, provided we act reasonably and in good faith.

4. Performance of services
We will use reasonable care and skill in providing the services described in the booking confirmation or quotation. Any estimated timescales are approximate unless expressly guaranteed in writing. You agree to provide reasonable cooperation, access, utilities where necessary, and any permissions needed for us to complete the work safely and effectively.

You must ensure that the site is safe, accessible, and free from hidden hazards so far as reasonably possible. If we encounter conditions that were not disclosed and that affect the safe performance of the services, we may pause work, change the method of service, or adjust the price. Where specialist equipment, permits, or additional labour are needed due to site conditions, these may be charged as extras.

Unless agreed otherwise, we may use suitable subcontractors or third parties to assist with performance, provided we remain responsible for the standard of the service as required by law. Any materials supplied remain subject to any manufacturer warranties or guarantees passed on to you, but only to the extent such warranties are provided by the relevant supplier.

5. Liability and limitation
Nothing in these service terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability to you arising out of or in connection with the services shall be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a different limit is stated in writing.

We will not be liable for any loss of profit, loss of business, loss of opportunity, loss of data, or indirect or consequential loss, whether arising in contract, tort, negligence, or otherwise, to the extent permitted by law. We are also not responsible for delays, losses, or damage caused by information you supplied being incorrect, incomplete, or misleading, or by your failure to follow any reasonable instructions we give.

You are responsible for insuring your own property, belongings, premises, and operations unless we have expressly agreed otherwise in writing. Any claim for damage must be notified to us as soon as reasonably practicable and, in any event, within a reasonable time after the issue is discovered. Failure to allow us a fair opportunity to inspect, remedy, or investigate the matter may affect any claim.

6. Waste regulations and disposal
Where the services generate waste, waste materials, or removed items, the handling and disposal of such materials will be carried out in accordance with applicable UK waste regulations and relevant environmental obligations. You must tell us in advance if any waste is likely to be hazardous, restricted, contaminated, or subject to special handling requirements. This includes, but is not limited to, materials requiring segregation, licensing, or authorised disposal routes.

Unless we have expressly agreed otherwise, the customer remains responsible for ensuring that any waste handed over for collection is lawfully generated and accurately described. If additional charges arise because waste is heavier, more hazardous, or more difficult to dispose of than expected, we may recover those charges from you. We may refuse to collect waste that is unsafe, improperly packaged, or not suitable for lawful transfer.

You acknowledge that some services may involve the removal of items from your premises or site. Unless stated otherwise in writing, items removed as waste are deemed to be discarded and may not be returned once collected or processed. Where reuse, recycling, or recovery is possible, we may select the lawful and environmentally appropriate method, subject always to applicable regulations and any specific instructions agreed in advance.

7. Customer responsibilities
You must ensure that you have the right to request the services and, where relevant, the authority of any owner, occupier, landlord, managing agent, or business principal affected by the work. If planning consent, access permission, permits, or other approvals are required, you are responsible for obtaining them unless we have agreed in writing to do so on your behalf.

You must also provide a safe working environment. This includes notifying us of pets, vulnerable occupants, electrical or structural issues, concealed services, contamination risks, or any other condition that may affect our work. If you fail to disclose relevant information, we may suspend work, charge for wasted attendance, or terminate the service if continuing would be unsafe or unreasonable.

Where our work depends on your actions, such as clearing access or approving a stage of work, you must do so within the timeframe we request. Delays caused by your failure to cooperate may lead to additional charges or postponement of completion dates. We will not be responsible for delays caused by your own contractors or suppliers unless we have expressly assumed responsibility for coordinating them.

8. Changes to the service
Any changes to the agreed scope of services must be confirmed in writing wherever reasonably possible. If you request additional work, altered specifications, or an accelerated timeframe, we may revise the price and completion date accordingly. We are not obliged to begin extra work until the revised terms are accepted.

If we identify issues that require a change in method, materials, or labour to complete the service properly and safely, we will notify you and seek approval before proceeding where practicable. If immediate action is necessary to prevent damage, protect safety, or comply with law, we may proceed on a temporary basis and charge reasonably for the work undertaken.

Any variation agreed orally should be confirmed promptly in writing to avoid misunderstanding. In the absence of written confirmation, our records, invoices, and job notes may be relied upon as evidence of the agreed change to the extent permitted by law.

9. Termination
We may suspend or terminate the services immediately if you fail to pay sums due, provide false information, create an unsafe environment, misuse our staff, or otherwise materially breach these terms. In such cases, you remain responsible for payment for work already carried out, materials ordered, and any committed costs that cannot reasonably be avoided.

You may end the services before completion by giving notice, subject to payment for work completed up to the termination date and any non-recoverable costs we have reasonably incurred. Where termination happens after materials have been ordered or labour committed, those costs may be payable even if the remaining work is not carried out. Any property belonging to us must be returned immediately on request.

Termination does not affect clauses that are intended to survive, including payment obligations, limitation of liability, waste handling provisions, and governing law. The rights of either party to seek remedies for prior breach remain unaffected.

10. Governing law and disputes
These UK service terms and any dispute or claim arising from them, or from the services we provide, shall be governed by and interpreted in accordance with the law of England and Wales, unless another part of the UK law is required to apply by mandatory rules. The courts with appropriate jurisdiction in the relevant part of the UK shall have exclusive or primary authority to resolve disputes, subject to any legal rights you may have.

Before starting formal proceedings, both parties should first attempt to resolve any issue in a reasonable and cooperative manner. We may seek to settle disputes by discussion, written clarification, inspection, or a proportionate alternative dispute resolution process where appropriate. Nothing in this clause prevents either party from seeking urgent injunctive relief or other interim remedies when necessary.

If any dispute concerns interpretation of these service terms and conditions, the version most recently provided to you in writing will apply. These terms are intended to form the entire agreement between the parties in relation to the relevant services, unless we have expressly agreed additional terms in writing.

11. General provisions
If we choose not to enforce any part of these terms on one occasion, this does not mean we waive our right to enforce it later. No third party may enforce any term of this agreement unless such right is expressly granted in writing or arises by law. You may not transfer your rights or obligations without our written consent unless required by law.

Any notices required under these terms should be given in a reasonable and verifiable manner and will be treated as received in accordance with the normal rules of commercial communication. Headings are for convenience only and do not affect interpretation. References to any law include any statutory modification or re-enactment in force from time to time.

These UK service terms and conditions should be read together with any quotation, order confirmation, or written variation relating to the service. If you are unsure about any part of the agreement, you should review the terms carefully before booking. By proceeding, you confirm that you understand and accept the arrangements described above.