UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, placing an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before confirming any request for service. If you do not agree with any part of these terms, you should not proceed with the booking.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person making the booking. These terms apply to all standard service arrangements, whether booked online, by telephone, by email, or through any other accepted booking method. They are intended to provide clear expectations around the booking process, payment, cancellation rights, liability, and compliance with applicable law.

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service. The version in force at the time your booking is accepted will apply to that booking, unless a change is required by law or is otherwise agreed in writing. Continued use of our services after any update indicates acceptance of the revised terms.

All bookings are subject to availability, suitability, and confirmation by us. A booking request does not create a binding contract until we have acknowledged and accepted it. We may decline or reschedule a request where the service cannot be delivered safely, lawfully, or within the requested time frame. The service booking process may include a quotation, assessment of the work required, and confirmation of the service date and scope.

It is your responsibility to provide accurate and complete information at the time of booking, including details of the location, access arrangements, service requirements, and any relevant hazards or restrictions. If the information supplied is incorrect, incomplete, or changes before the appointment, we may revise the quotation, modify the service, or withdraw the booking. Any material changes to the original request may affect availability, pricing, or completion times.

Where a quotation is provided, it will usually be based on the information available at the time and may be revised if the actual work differs from what was described. Unless expressly stated otherwise, quotations remain valid for a limited period and do not guarantee future availability. Acceptance of a quotation may be confirmed in writing, electronically, or by any other reasonable method. Once accepted, the agreed terms form part of the contract between you and us.

Payment terms depend on the type of service, the nature of the work, and any specific arrangements agreed before commencement. Unless otherwise stated, payment is due in full on completion of the service or in accordance with any invoice terms provided. We may require a deposit, advance payment, or staged payments for certain bookings, especially where materials are ordered or time is reserved in advance. Payment obligations must be met promptly and in full.

If payment is not made when due, we reserve the right to suspend further work, cancel the remaining service, or recover reasonable costs incurred as a result of non-payment. We may also charge interest or administrative fees where permitted by law and where such charges have been made clear in advance. You remain responsible for paying all amounts that are not genuinely disputed, even if you have raised an issue about part of the service.

We accept that occasionally a customer may need to amend an appointment. Where this happens, you should notify us as early as possible. Cancellations and changes are handled under the relevant cancellation provisions below. If you ask us to begin work immediately or within a short notice period, you may have limited cancellation rights in relation to services already performed or costs already reasonably incurred. This may apply even where the booking was made remotely.

Cancellations, Amendments, and Missed Appointments

You may cancel or amend your booking by giving notice within the time frame communicated at the point of booking or, if no time frame was provided, within a reasonable period before the appointment. Where a cancellation is received in time, any refundable amounts will be processed in accordance with these terms and any applicable consumer rights. We may deduct reasonable costs already incurred, including preparation costs, if the service was arranged specifically for you.

If you cancel at short notice, fail to provide access, or are otherwise unavailable at the agreed time, we may charge a cancellation fee or the full service fee where the work could not reasonably be reallocated. This is because time reserved for your booking may not be recoverable. If we arrive at the agreed location and are unable to complete the work due to circumstances within your control, the appointment may be treated as a missed appointment.

We may also need to cancel, postpone, or alter a booking due to adverse conditions, safety concerns, staff availability, equipment failure, legal restrictions, or other reasons outside our reasonable control. In such cases, we will seek to offer an alternative date or a suitable solution where possible. Our liability for any loss arising from such changes is limited to the extent permitted by law. We are not responsible for losses caused by events beyond our control, as explained in the force majeure section below.

We aim to deliver our services with reasonable care and skill, using appropriately trained personnel and suitable equipment. However, you acknowledge that service outcomes may vary depending on the condition of the property, the accuracy of the information provided, and the nature of the work required. Nothing in these UK service terms and conditions limits any rights that cannot lawfully be excluded, including your statutory rights as a consumer.

Our liability for loss or damage is limited to direct losses that are a foreseeable result of our breach or negligence. We are not liable for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity, except where such exclusion is not permitted by law. Where property damage occurs as a direct result of our negligence, we may choose to repair, replace, or compensate for the item at our discretion, subject to a fair assessment of the circumstances.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. You are responsible for securing valuables, confidential items, and fragile objects before work begins, unless we have expressly agreed to handle them. We will not be responsible for pre-existing faults, hidden defects, wear and tear, or issues caused by third parties or by the structure or condition of the property itself.

Waste Regulations and Environmental Compliance

Where our services involve the removal, handling, or disposal of waste, both parties must comply with applicable waste regulations in the UK. Waste must be accurately described, safely presented, and segregated where necessary. You must not ask us to remove prohibited, hazardous, or incorrectly identified materials unless we have expressly agreed to do so and the law allows it. We may refuse to handle items that pose a health, safety, or compliance risk.

Unless otherwise agreed, waste becomes our responsibility only once it has been lawfully transferred in accordance with the applicable requirements and any necessary documentation has been completed. You confirm that any waste you present for collection or disposal is genuinely the type described at the time of booking. If additional items, restricted materials, or misdescribed waste are discovered, we may revise the price, delay the work, or refuse to proceed. Any extra costs arising from incorrect descriptions may be charged to you.

We may ask for reasonable evidence, declarations, or supporting information to confirm the nature of the waste. Where special handling, licensing, or disposal arrangements are needed, these may be reflected in the price or may require the booking to be adjusted. You agree not to place us in breach of any environmental or waste-handling obligations. The customer is responsible for ensuring the site is prepared in a manner that allows lawful and safe removal, transfer, or treatment of any waste involved in the service.

Customer Responsibilities

You agree to provide safe access to the premises, suitable working conditions, and any information needed to perform the service properly. This includes notifying us of restrictions, parking limitations, security procedures, pets, concealed hazards, or other factors that may affect the work. If access is delayed or obstructed, we may charge for waiting time, additional labour, or a wasted visit where appropriate and permitted by law.

You must ensure that the service area is reasonably clear and that the work can be carried out without unnecessary risk. If we consider that conditions are unsafe, unhygienic, or otherwise unsuitable, we may pause or decline the service until the issue is resolved. We are entitled to rely on the information you provide and are not responsible for the consequences of any inaccurate statement, omission, or failure to disclose relevant facts.

Where you are not the owner or occupier of the property, you must ensure that you have permission to arrange the service and authorise any required work. By making the booking, you confirm that you have the authority needed to agree to these terms and to allow us access to the premises or items involved.

Complaints, Delays, and Force Majeure

If you are unhappy with any part of the service, you should notify us as soon as reasonably possible so that the issue can be investigated. We may ask for relevant information, photographs, or a description of the concern in order to assess the matter properly. We will use reasonable efforts to resolve genuine issues in a fair and practical way, in line with our obligations and any applicable consumer law.

We are not liable for delays or failure to perform the service where caused by events outside our reasonable control, including severe weather, transport disruption, industrial action, supply shortages, power failures, public health restrictions, or emergencies. In such circumstances, we may reschedule the booking, adjust the service, or suspend performance temporarily. Any dates or times provided are estimates unless we have specifically agreed a guaranteed timeframe in writing.

If a delay is caused by you, by third parties at the site, or by information you failed to provide, we may charge reasonable additional costs. Where repeated delays or non-cooperation prevent the service from being completed, we may treat the booking as cancelled by you and apply the relevant cancellation charges. This is without prejudice to any other rights or remedies available to us under these terms or at law.

Data, Privacy, and Communications

We may collect and use limited personal information necessary to manage bookings, invoices, service delivery, compliance checks, and customer records. Any processing of personal data will be carried out in accordance with applicable data protection laws and our privacy obligations. We will use your details only for legitimate business purposes connected with the service unless you have given consent for other uses.

We may communicate with you by phone, email, text, or other reasonable channels in order to confirm appointments, send updates, issue invoices, or discuss service matters. You are responsible for ensuring that your contact details are current and that messages can be delivered successfully. We are not liable for missed communications arising from inaccurate contact information or technical issues outside our control.

Any notices, approvals, or confirmations sent by us will be considered received when delivered to the contact details you provided, unless evidence shows otherwise. Similarly, any notice you send to us will only take effect once it has been properly received by the relevant channel used for booking management or service administration.

General Provisions and Governing Law

We may transfer or subcontract part of the service where reasonably necessary, provided the standard of service is not materially reduced. You may not transfer your rights or obligations under these terms without our prior written consent. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

Failure by us to enforce any provision immediately does not mean that we waive our right to rely on it later. Any variation to these terms must be agreed in writing by an authorised representative of the business. These terms, together with the accepted booking details and any written quotation or invoice references, form the entire agreement between you and us relating to the relevant service.

The contract and any non-contractual obligations arising from it shall be governed by and interpreted in accordance with the laws of England and Wales. Where permitted by law, the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or connected with these terms. If the law applicable to your booking requires a different approach, then that mandatory law will apply to the extent required.