Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to these terms. They are designed to create a clear and fair understanding of what you can expect from us and what we expect from you. In these UK service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer receiving the service.

These terms apply to the supply of services only and should be read together with any written quotation, booking confirmation, service specification, or other agreement we provide. If any part of those documents conflicts with these terms, the specific written agreement will apply to the extent of the conflict. Nothing in these terms affects your statutory rights as a consumer under UK law where those rights cannot be excluded or limited.

We may update these service terms from time to time to reflect changes in our operations, legal requirements, or the way services are delivered. The version in force at the time of your booking will normally apply to that booking unless we notify you otherwise. If you continue to use our services after a revised version has been issued, that continued use may be treated as acceptance of the updated terms.

1. Booking Process

Bookings may be made through the channels we make available, subject to availability and our acceptance. A request for a service does not create a binding contract until we confirm the booking in writing, by email, by text, through an online system, or by any other agreed method. We may decline a booking at our discretion, including where we cannot safely or lawfully provide the requested service, where the requested time is unavailable, or where the information provided is incomplete or inaccurate.

When you make a booking, you must provide accurate and complete information, including the nature of the service required, site conditions, access details, and any relevant restrictions. If the booking is based on incorrect details, we may need to revise the price, reschedule the appointment, or withdraw the service if the work cannot reasonably be carried out as originally described. You are responsible for ensuring that any special requirements are communicated to us before the booking is confirmed.

Booking confirmation may include the agreed service scope, estimated timescales, pricing structure, payment requirements, and any assumptions on which the quotation is based. Any requested changes after confirmation may affect availability and cost. If you ask us to change the date, location, specification, or access arrangements, we may treat that as a variation to the original booking. We are not obliged to carry out additional work unless we agree the variation.

In some cases, a site survey, initial assessment, or pre-service review may be required before we can confirm the full scope or final price. Any estimate we provide before such a review is not a guarantee unless we state that it is fixed. Where we provide a fixed price, that price applies only to the service specification we have agreed in writing. If the actual circumstances differ materially from the information supplied, we may adjust the price or offer an alternative arrangement.

2. Payments

Unless otherwise agreed in writing, payment terms will be set out in the quotation, invoice, or booking confirmation. We may require a deposit, full advance payment, staged payments, or payment on completion, depending on the type of service and the level of resources required. Where a deposit is taken, it may be used to secure scheduling and cover administrative and preparatory costs. Deposits are subject to the cancellation terms in these conditions.

Invoices must be paid by the due date shown on the invoice or otherwise agreed in writing. If payment is not made on time, we reserve the right to suspend work, delay delivery, withhold completion documents, or cancel the service where appropriate. We may also charge interest on overdue sums at the statutory rate applicable in the UK, together with reasonable recovery costs where permitted by law. Any payment dispute must be raised promptly and in good faith.

Where prices are quoted exclusive of VAT or other taxes, these will be added where applicable. Unless stated otherwise, all prices are in pounds sterling. If payment is made by bank transfer, card, or other electronic method, you are responsible for ensuring funds are transferred correctly and that any chargeback or failed payment issue is resolved promptly. We are not responsible for bank charges imposed by your provider or for delays caused by payment intermediaries.

We may revise a quoted price if the service request changes, if access is more difficult than expected, if additional labour or materials are required, or if legal compliance measures become necessary during delivery. Any price increase will be explained where practicable before work continues. If you do not accept a revised price, we may stop work and charge for services already completed, materials already ordered, or reasonable non-cancellable commitments made on your behalf.

3. Cancellations, Rescheduling, and Delays

You may cancel a booking by notifying us in writing or through any agreed cancellation method. The amount payable on cancellation depends on how much notice you give and on any costs already incurred. Where a booking is cancelled at short notice, we may retain some or all of the deposit or charge a cancellation fee that reflects lost time, administrative expense, reserved labour, and non-refundable supplier costs. Any such fee will be reasonable and proportionate.

If you need to reschedule, we will try to accommodate the new date, but we cannot guarantee availability. A rescheduled booking may be treated as a cancellation if the new date is significantly different or if our diary cannot accommodate the change. If we arrive and cannot complete the work because of access problems, missing information, unsafe conditions, or your absence where your presence is required, we may charge for wasted attendance and any costs reasonably incurred.

We will use reasonable efforts to carry out the service on the agreed date and within any estimated timeframe. However, delays may occur because of weather, traffic, supply issues, site conditions, staff illness, emergencies, or events beyond our control. Where a delay occurs, we will aim to communicate a revised schedule and minimise disruption. We are not liable for delay caused by events outside our reasonable control, except where the law requires otherwise.

4. Service Delivery and Customer Responsibilities

We will provide the services with reasonable care and skill, using suitable personnel, tools, and methods. The exact scope of work will be determined by the booking confirmation and any agreed specification. If we identify a risk, legal restriction, or technical issue that makes the agreed service unsafe or impractical, we may pause or adapt the work and consult you before proceeding. Any significant variation will be discussed where possible.

You must ensure that the site is safe, accessible, and ready for service delivery at the agreed time. This includes arranging access permissions, clearing necessary areas, securing pets, protecting fragile items, and informing us of hazards such as asbestos, sharps, contamination, unstable structures, or hidden services. We rely on the accuracy of the information you provide. If you fail to disclose material risks, you may be responsible for resulting delays, additional costs, or damage arising from those risks.

You are also responsible for obtaining any consents, permits, approvals, or permissions that are required from landlords, managing agents, neighbours, local authorities, or other third parties unless we have expressly agreed in writing to obtain them ourselves. If work cannot proceed because those permissions are missing, we may charge for the time, resources, and attendance already committed. We may refuse to start or continue work if doing so would breach a legal obligation or compromise health and safety.

Where the service involves the removal, handling, or transport of items, materials, or residues, you must provide truthful information about the nature of the waste. Certain items may be restricted, require special handling, or fall under separate regulatory controls. We may decline to handle any item that we reasonably believe is hazardous, unlawful to transport, or outside the agreed service scope. If you conceal the nature of waste or materials, you may be liable for any resulting losses, fines, or clean-up costs.

5. Liability

Nothing in these UK service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we shall not be responsible for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or any other form of economic loss arising from matters outside our reasonable control or from your failure to comply with these terms.

Where we are found liable for loss or damage arising from our breach of contract, negligence, or failure to exercise reasonable care and skill, our total liability will be limited to the amount paid or payable for the specific service giving rise to the claim, unless the law requires a different limit. We do not accept responsibility for pre-existing defects, normal wear and tear, hidden conditions, or damage caused by inaccurate information, unsafe site conditions, or instructions given by you or your representatives.

Any claim relating to the service must be notified to us within a reasonable time after the issue is discovered, together with sufficient detail to allow us to investigate. You should take reasonable steps to minimise any loss or damage. We will not be liable for losses that could reasonably have been avoided. Any materials, items, or property left with us remain at your risk unless we agree otherwise in writing and unless any loss is directly caused by our negligence.

6. Waste Regulations and Environmental Compliance

Where our services involve waste collection, removal, handling, storage, transfer, or disposal, both parties must comply with applicable UK waste regulations and environmental obligations. We will only handle waste within the scope of our authorisation and operational arrangements. You must not ask us to dispose of prohibited items in a way that would breach the law. We may require you to separate waste streams, identify hazardous materials, or provide documentation before work begins.

You are responsible for disclosing whether waste contains dangerous substances, contaminated materials, electrical items, batteries, asbestos, clinical waste, or any other regulated item. If the waste has not been accurately described, we may refuse collection or charge additional fees for compliant handling and disposal. Any illegal, undeclared, or misdescribed waste may be returned to you, isolated, or reported to the relevant authorities if required by law. We are not liable for penalties arising from false or incomplete information supplied by you.

We aim to dispose of waste responsibly and to use lawful disposal, recycling, or recovery routes where available. Where waste transfer notes, records, or declarations are required, you must provide the information needed to complete them accurately. Title to waste may pass to us only when it is lawful to do so and only in accordance with the agreed service and relevant regulations. We may amend arrangements if regulatory requirements change before or during service delivery.

7. Complaints, Termination, and Governing Law

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably practicable so that we can investigate and, where appropriate, put matters right. We may request photographs, records, or access to the relevant site or materials to help assess the issue. A complaint does not relieve you of the obligation to pay any undisputed sums by the due date. We will handle complaints in a fair and proportionate manner.

Either party may terminate the agreement immediately if the other commits a serious breach and fails to remedy that breach within a reasonable time after notice, where remedy is possible. We may also terminate immediately if continued performance would be unlawful, unsafe, or commercially impractical due to your actions or omissions. On termination, you must pay for services already performed, materials already ordered, and any unavoidable costs reasonably incurred up to the date of termination.

Governing law: These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the law of England and Wales, unless a different legal system applies by mandatory rule. The courts with appropriate jurisdiction in England and Wales shall have exclusive jurisdiction over disputes arising from these terms, subject to any rights you may have as a consumer under applicable law. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force.