UK Service Terms and Conditions

These terms and conditions set out the basis on which our UK service is provided. By making a booking, placing an order, or otherwise requesting our service, you agree to be bound by the provisions below. This page is intended as a general legal framework for a professional service relationship and should be read carefully before any appointment, project, or delivery is confirmed. Where reference is made to “we”, “us”, or “our”, it means the service provider; where reference is made to “you” or “your”, it means the customer or client.

These service terms are designed to clarify expectations, reduce uncertainty, and support a fair arrangement for both parties. They apply to all standard bookings unless we agree otherwise in writing. Any variation, special instruction, or bespoke arrangement will only form part of the contract if we expressly confirm it. No term is waived simply because we do not enforce it on one occasion.

By proceeding, you confirm that you are legally able to enter into a contract and that the information you provide is accurate and complete. If any detail you give is misleading or incomplete, we may refuse to proceed, suspend the service, or revise the quoted price. These terms should be interpreted in line with applicable UK law and relevant consumer rights where those rights apply.

Booking process. A booking request may be made through the accepted channels communicated at the time of enquiry. A booking is not final until it has been confirmed by us, and any quoted availability is subject to change until confirmation is issued. We may ask for additional details before accepting a request, including access instructions, service scope, item descriptions, or site conditions.

Once the booking is confirmed, the agreed date, time window, service type, and any special conditions will form part of the contract. You are responsible for checking all confirmation details promptly and notifying us of any obvious errors. If the service depends on access to premises, equipment, or a designated area, you must ensure that access is available at the agreed time. Failure to do so may result in delay, extra charges, or cancellation treated under our cancellation terms.

We reserve the right to decline or reschedule a booking where circumstances make performance unsafe, impractical, unlawful, or commercially unreasonable. This may include unavailable access, incomplete information, unsuitable working conditions, or conflict with regulatory requirements. Where we are unable to proceed for reasons within our control, we will use reasonable efforts to offer an alternative date or appropriate refund in accordance with these terms.

Payments must be made in accordance with the invoice, quote, or payment schedule stated at the time of booking. Unless otherwise agreed, prices are quoted in pounds sterling and may be subject to applicable taxes. A booking may require a deposit, pre-authorisation, or full advance payment before the service date. Any balance must be paid by the deadline specified on the invoice or at completion where immediate payment applies.

We may adjust the price where the scope of work changes, where additional time is required due to factors outside our control, or where inaccurate information was supplied. If an adjustment is needed, we will explain the reason before continuing where reasonably possible. Late or failed payments may lead to suspension of service, recovery action, or the application of reasonable administration charges permitted by law.

If you pay by card, bank transfer, direct debit, or another accepted method, you confirm that you are authorised to use that payment method. Any chargeback, reversal, or payment dispute must be raised in good faith and supported by relevant evidence. Unjustified chargebacks may be treated as a breach of contract. We may also withhold non-essential deliverables until all sums due are received in full.

Cancellations and amendments. You may request a cancellation or change to your booking, but it may be subject to notice periods, administrative costs, or loss of deposit depending on timing and service preparation. Where a booking is cancelled by you at short notice, we may retain a proportion of the fee to cover reserved time, planning, materials, or staff allocation.

If you need to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed. A request to amend the scope, location, or timing of a booking may affect the price or completion date. Any cancellation charges or non-refundable amounts will be set out clearly at the time of booking or in the confirmation paperwork. If there is no such statement, charges will be based on reasonable pre-estimated losses and costs.

We may cancel or suspend a service where you fail to cooperate, fail to provide access, become abusive, place staff at risk, or create conditions that materially prevent completion. In such cases, any refund will be assessed fairly, taking into account work already carried out, expenses incurred, and the reason for termination. If a force majeure event occurs, performance may be delayed, adjusted, or cancelled without liability for matters beyond reasonable control.

Service standards and customer responsibilities. We will perform the service with reasonable care and skill, using suitably trained personnel and appropriate equipment where relevant. However, the outcome may depend on the accuracy of your instructions and the condition of the property, items, or site involved. You must ensure that any information relevant to health, safety, fragility, hazards, or special handling needs is disclosed in advance.

You are responsible for securing valuable, confidential, hazardous, or personally sensitive items unless we have expressly agreed to handle them. If our work requires preparation by you before arrival, such preparation must be completed on time. Delays caused by missing preparation, blocked access, faulty utilities, or other site-related issues may lead to waiting time charges or a revised service window. We are not responsible for delays caused by your failure to meet these responsibilities.

If we supply materials or temporary items as part of the service, those materials remain subject to the agreed specification and any manufacturer guidance where applicable. Ownership terms may change once payment is received in full, unless otherwise stated. Any attempt to use the service outside its agreed purpose may affect warranties, support, or liability limits under these conditions.

Liability. 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 legally be excluded under UK law. Subject to that, our total liability in connection with any booking shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law.

We are not liable for indirect or consequential losses, including loss of profit, loss of business opportunity, loss of reputation, or loss arising from third-party delay, except where such exclusion is prohibited by law. We will not be responsible for damage or loss caused by inaccurate instructions, concealed defects, existing wear and tear, poor site conditions, or failure to follow our reasonable directions. Any claim must be notified within a reasonable time after the issue is discovered.

Nothing in this section affects your statutory consumer rights where they apply. If the service is not provided with reasonable care and skill, or if it does not match the description agreed, you may be entitled to a remedy under law. Any limitation or exclusion in these terms will be read down to the extent necessary to comply with mandatory legal requirements.

Waste regulations and disposal. Where our service involves removing, transporting, storing, or disposing of waste or unwanted materials, both parties must comply with all applicable UK waste laws and environmental obligations. Waste must be described accurately, segregated where required, and handed over only where lawful to do so. You must not ask us to remove prohibited, hazardous, contaminated, or undeclared regulated waste unless we have explicitly agreed and are lawfully permitted to handle it.

We may refuse any item or material that we reasonably believe would breach waste regulations, create a health and safety risk, or exceed the scope of our authorisation. If special handling, licensing, documentation, or additional labour is needed, extra charges may apply. You remain responsible for ensuring that waste is presented honestly and that any required permissions, duty-of-care information, or site-specific rules are in place before collection or disposal.

Where disposal fees, landfill charges, recycling costs, transfer station charges, or other external costs apply, these may be passed on to you if they were not already included in the quote. Illegal disposal, misdescription of waste, or concealment of hazardous material may result in immediate termination of the service, reporting to the appropriate authorities where necessary, and recovery of all losses reasonably incurred by us.

Delays, force majeure, and suspension. We will use reasonable efforts to perform the service on time, but dates and times are estimates unless we have explicitly agreed a fixed completion time. We are not liable for delay caused by traffic disruption, weather, supply shortages, equipment failure, staff illness, public emergencies, third-party failure, or any event outside our reasonable control. Where possible, we will notify you of any material change and propose a revised arrangement.

If a force majeure event prevents or materially hinders performance, either party may suspend the affected obligations for as long as the event continues. If the disruption becomes prolonged, either party may cancel the affected booking by notice. In such circumstances, any refund or charge will be assessed fairly, taking into account work completed, costs already incurred, and any unavoidable commitments made in reliance on the booking.

We may also suspend or stop work if continuing would breach law, create a safety issue, or expose us to unacceptable risk. In those circumstances, our decision to stop work will not be treated as a breach if it is based on reasonable grounds. Our aim is always to act proportionately and in good faith.

Complaints and dispute handling. If you believe there is an issue with the service, you should notify us as soon as reasonably possible and provide enough detail for us to investigate. We may ask for photographs, records, dates, or other evidence to assess the matter properly. Most concerns can be resolved through prompt communication, clarification, or corrective action where appropriate.

If a disagreement cannot be resolved informally, the parties should seek to settle it by good-faith negotiation before starting formal proceedings. Nothing in these terms prevents either party from seeking urgent relief where necessary, or from using any mandatory consumer remedy or statutory process available under law. We may keep records of the booking, payment, communications, and service delivery for administration, quality, and legal compliance purposes.

Any failure by us to enforce a right or remedy at any time will not operate as a waiver of that right or remedy later. If any provision of these terms is found unlawful or unenforceable, the remaining provisions will continue in full force so far as legally possible. This helps preserve the overall effectiveness of the agreement while staying within the law.

General provisions and governing law. These terms constitute the entire agreement between the parties in relation to the relevant service booking and supersede prior discussions or representations except where fraud is involved. You may not assign your rights or obligations without our written consent, and we may assign or subcontract parts of the service where reasonable, provided this does not materially reduce the standard of performance promised.

Any notices required under these terms should be given in writing by the method agreed for the booking or, where none is stated, by a reliable written method capable of producing a record. Headings are for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context allows. These service terms are intended to be clear, fair, and practical.

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires a different approach. The courts of England and Wales shall have non-exclusive jurisdiction, without prejudice to any rights you may have under mandatory consumer law in another UK jurisdiction where applicable. By booking the service, you acknowledge that you have read and understood these terms.