UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our UK services to you. By placing a booking, requesting a quote, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before confirming any service order. They are intended to create clarity around the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the agreement.

In these terms, “we”, “us” and “our” refer to the service provider, and “you” refers to the customer, client, or person placing the booking. These terms apply to all service bookings unless we agree otherwise in writing. If any part of these service terms is not understood, it is your responsibility to ask for clarification before the booking is confirmed.

We may update these terms from time to time. The version in force at the time your booking is accepted will apply to that booking unless a change is required by law. Continued use of our services after a change means you accept the updated terms and conditions for services.

1. Booking Process

Bookings may be made by submitting a request for service, accepting a quotation, or confirming a proposed appointment. A booking is only considered accepted once we have confirmed it, whether in writing, electronically, or by another clear form of communication. Any dates, time slots, or service windows are estimates unless we expressly state otherwise.

Before the booking is accepted, you must provide accurate and complete information about the work required, including any relevant access arrangements, risks, restrictions, and the nature of the items, materials, or tasks involved. If the information you provide is incomplete or inaccurate, the scope of the service may need to change and additional charges may apply. We may refuse, reschedule, or cancel a booking if we believe the service cannot be delivered safely, lawfully, or within the agreed scope.

Once a booking is confirmed, you are responsible for ensuring that the site, property, or location is available at the agreed time and in a suitable condition for the service to proceed. This includes securing access, obtaining permissions where needed, and making sure any third-party requirements are met. If we are unable to perform the service because of a failure on your part to provide access or accurate information, we may charge a call-out fee, waiting fee, or cancellation fee as set out in the quotation or booking confirmation.

We may need to vary the service date or time for operational, safety, weather, staffing, or regulatory reasons. Where possible, we will provide reasonable notice and offer an alternative appointment. However, we do not guarantee that any exact completion time will be available. Any service descriptions, estimates, or schedules are intended to be practical guidance and not a binding promise unless we expressly agree that time is of the essence.

For certain jobs, we may request photographs, a site assessment, measurements, or additional information before confirming the booking. This helps us assess risk, equipment requirements, and whether special arrangements are needed. If the actual work differs materially from the information originally supplied, we may revise the price, scope, or timing before proceeding.

2. Prices and Payments

Prices will usually be shown in a quotation, price list, booking confirmation, or invoice. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any estimate is based on the information available at the time and may change if the scope, materials, labour, access conditions, disposal requirements, or other service factors differ from those originally described.

Payment terms will be stated in the quotation or invoice. In many cases, payment is due on booking, on completion, or within a specified period after invoice date. We may request a deposit or full advance payment before reserving a slot. If you fail to make payment when due, we may suspend performance, withhold delivery of reports or completed work, or recover reasonable costs incurred as a result of late payment, including administration charges and interest where permitted by law.

Any discount, promotional price, or special offer is offered at our discretion and may be withdrawn at any time before acceptance. Unless specifically agreed, quotes are valid only for the period stated on the quotation or, if no period is stated, for a reasonable time. If you request changes to the original service, we may issue a revised quote and require your agreement before continuing.

3. Cancellations, Amendments and No-Shows

You may cancel or amend a booking by giving us notice in accordance with the cancellation terms stated in your booking confirmation. If no separate cancellation policy is provided, reasonable notice is required. The closer the cancellation is to the appointment time, the more likely it is that a charge will apply where we have already allocated staff, vehicles, equipment, or subcontractors to the service.

Where you wish to reschedule, we will try to accommodate a new date, but this is subject to availability. Any rescheduled booking may be treated as a new booking if the original slot can no longer be used. If you are not present, do not provide access, or otherwise prevent the work from going ahead at the agreed time, this may be treated as a no-show and charged accordingly.

We may cancel or pause a booking if continuing would be unsafe, unlawful, or commercially impractical, or if you breach these terms. If we cancel for reasons within our control, we will refund any sums paid in advance for services not yet provided, except where the cancellation results from your breach or from information you supplied that was false, incomplete, or misleading.

4. Service Standards and Liability

We will carry out the service with reasonable care and skill and in accordance with applicable UK law. Where we supply materials, use equipment, or arrange third-party support, we will do so with reasonable care. However, unless otherwise agreed, we do not guarantee that every outcome will be identical to any sample, estimate, illustration, or expectation formed before the booking was accepted.

Our liability is limited to direct loss caused by our breach of contract, negligence, or failure to comply with legal obligations. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to those mandatory rights, we are not responsible for indirect, incidental, or consequential losses, including loss of profit, loss of goodwill, or loss of opportunity.

You are responsible for securing valuables, fragile items, confidential materials, and any property that may be damaged if left unattended or improperly stored. Unless we have agreed in writing to handle such items, we are not liable for loss or damage arising from items that you failed to remove, protect, or disclose as sensitive. If you believe a problem has arisen, you must notify us within a reasonable time and provide evidence where possible so the matter can be investigated fairly.

5. Customer Obligations

To allow us to perform the service properly, you must cooperate reasonably, provide accurate instructions, and ensure that the location is safe and accessible. You must tell us about any hidden hazards, restricted access, asbestos, contamination, fragile structures, wildlife, or other conditions that may affect the service. If special protective equipment, permits, parking arrangements, or permissions are needed, you are responsible for arranging them unless we have agreed otherwise.

You must not ask us to perform any task that would breach law, regulation, planning controls, environmental requirements, health and safety duties, or any applicable site rules. If we believe a request would be unlawful or unsafe, we may refuse the task without liability. You agree not to interfere with our staff, subcontractors, tools, or methods while the service is being carried out.

Where the service involves the collection, handling, movement, or removal of items, materials, or waste, you warrant that the items are accurately described and do not contain concealed hazardous substances unless disclosed in advance. Any failure to disclose important details may result in additional charges, refusal to proceed, or referral to the relevant authorities where required by law.

6. Waste Regulations and Environmental Compliance

We operate in accordance with relevant UK waste, environmental, and duty-of-care requirements. This means any waste, recyclable material, or item removed during the service will be handled, stored, transported, treated, or disposed of in a lawful manner. Where applicable, waste transfer documentation, carrier details, or disposal records may be created and retained in line with legal obligations.

It is your responsibility to disclose whether any material is hazardous, contaminated, electrical, clinical, chemical, sharps-related, or otherwise subject to special handling rules. We may refuse to collect or process any item that does not comply with the applicable regulations, that has not been correctly described, or that requires specialist licensing, packaging, or containment beyond the agreed service.

You must not place prohibited waste, dangerous goods, or undeclared hazardous materials into any load unless we have expressly agreed to handle them and hold the necessary authorisations. If such items are discovered, we may suspend the service, isolate the material, notify the relevant authorities if legally required, and recover all reasonable costs arising from the incident. Any contamination caused by your failure to provide proper information may be charged back to you.

7. Insurance, Risk and Force Majeure

Risk in any goods, waste, or materials passes in accordance with the point at which responsibility is transferred under the agreed service. Where our staff are handling items on your behalf, we will take reasonable care, but you remain responsible for loss or damage caused by pre-existing faults, inadequate packaging, unstable conditions, or inaccurate descriptions supplied by you.

We may maintain insurance appropriate to the services we provide, but insurance does not expand our liability beyond what is stated in these terms. You are encouraged to hold your own insurance where the value or nature of the items makes that sensible. If you require confirmation of cover for a specific booking, that should be requested before the service is confirmed.

We are not liable for delay or failure to perform caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, supply chain disruption, transport failure, power outage, accident, public health restrictions, or acts of government. In such cases, we may postpone the service, amend the schedule, or cancel the booking without being in breach of contract, although any prepaid sums for unperformed services will normally be refunded or credited where appropriate.

8. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so we can investigate and, where appropriate, put matters right. We may ask for photographs, documents, or other reasonable evidence. Failure to give us a fair opportunity to inspect or remedy the issue may affect any claim you later make.

We aim to resolve disputes amicably and in good faith. Where a complaint cannot be settled informally, either party may seek to resolve the matter through negotiation, mediation, or other appropriate alternative dispute resolution methods before starting court proceedings. Nothing in this section prevents either party from seeking urgent legal relief where necessary.

Any claim relating to the service should be made as soon as reasonably practicable and, in any event, within a reasonable time after the issue arose. This helps preserve evidence and allows a fair assessment of what happened. Your statutory rights as a consumer are not affected by any provision in these UK service terms and conditions.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by the laws of England and Wales unless we expressly state otherwise in writing. If you are resident in Scotland or Northern Ireland, any mandatory consumer rights available to you under the laws of your jurisdiction will continue to apply where required.

The courts of England and Wales shall have jurisdiction over any dispute arising out of or in connection with these terms, subject always to any rights you may have under applicable consumer law. Nothing in this clause removes or limits any legal rights that cannot lawfully be excluded.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these service terms and conditions. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force, and the invalid provision will be interpreted to reflect the parties’ original commercial intent as closely as possible.