Terms and Conditions for UK Services
These terms and conditions set out the basis on which our UK services are provided to customers. By making a booking, placing an order, or otherwise instructing us to carry out a service, you agree to be bound by these terms. Please read them carefully before confirming any request. They are designed to create clarity around the service contract, to explain each party’s responsibilities, and to ensure that the service is delivered in a fair, lawful, and efficient manner.
These terms apply to all standard service arrangements unless we agree otherwise in writing. Where a separate written agreement, quotation, or service schedule sets out different provisions, that document will take priority to the extent of any inconsistency. In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person requesting the service.
Our service terms are intended for business and consumer use in the UK and should be interpreted in line with applicable law. They do not affect any rights that cannot lawfully be excluded, including statutory rights where relevant. If any part of these terms is held to be invalid or unenforceable, the remaining provisions will continue to apply in full force.
1. Booking Process
Bookings may be made through the channels we make available from time to time, including written requests, online forms, telephone arrangements, or other agreed methods. A booking is only confirmed when we have accepted it and, where required, received any deposit or advance payment. Until confirmation is issued, availability remains subject to change.
When you submit a booking request, you must provide accurate and complete information relevant to the service, including the location, access details, any special requirements, and any known risks or restrictions. If the information provided is incomplete, incorrect, or later changes, we may need to revise the quotation, timing, or scope of the work. This may affect the final price and completion schedule.
We reserve the right to decline or postpone a booking where we reasonably believe the service cannot be delivered safely, lawfully, or within the agreed scope. Examples may include unsafe access, missing permissions, unsuitable conditions, or a request that would breach applicable rules. Any estimate of time or duration is given in good faith, but actual timings may vary because of operational factors, site conditions, or customer conduct.
2. Pricing and Payments
Prices will usually be quoted in pounds sterling and may be based on a fixed fee, hourly charge, call-out fee, unit rate, or a combination of these. Unless stated otherwise, all prices are exclusive of VAT and any other taxes or charges that may apply. A quotation is normally valid for the period stated on it or, if no period is stated, for a reasonable time only.
You agree to pay all sums due in accordance with the quotation, invoice, or agreed payment schedule. Where a deposit is requested, the booking may not be secured until the deposit has cleared. Unless otherwise agreed, payment must be made by the due date shown on the invoice. Late payment may result in suspension of work, withdrawal of service, or recovery action where permitted by law.
We may charge for additional work that falls outside the original scope, including extra time, added materials, revised specifications, repeat attendance, or charges incurred because of inaccurate information provided by you. Any such additional charges will be explained where reasonably practicable before the work is carried out. If immediate action is required to protect people, property, or lawful operations, we may proceed and charge accordingly.
Where a payment is reversed, disputed without valid reason, or remains unpaid after reminders, we may recover reasonable costs associated with collection and enforcement, to the extent allowed by law. You remain responsible for all amounts properly due under the service contract even if a third party makes the booking on your behalf, unless we have agreed otherwise in writing.
3. Changes, Cancellations, and Rescheduling
You may request a change to the booking date, time, or service details, but any change is subject to our approval and operational availability. We will try to accommodate reasonable requests; however, changes may affect pricing, lead times, staffing, or materials. A revised confirmation may be issued to reflect any updated arrangement.
If you need to cancel, you must notify us as soon as possible. Cancellation terms may depend on how much notice is given and whether resources have already been allocated. Where a booking is cancelled after preparation has begun, after materials have been ordered, or where the service slot cannot be re-let, we may charge a cancellation fee or retain all or part of any deposit, subject to law and fairness.
We may cancel, pause, or reschedule a service where necessary for safety, legal compliance, staff welfare, force majeure events, or reasons beyond our reasonable control. This may include severe weather, transport disruption, equipment failure, emergency incidents, or access restrictions. In such cases, we will aim to give notice where possible and offer a new date or a refund of any unused prepaid amount, as appropriate.
4. Customer Responsibilities
The customer must ensure that the site, premises, and relevant access areas are available and suitable for the service to be carried out. You are responsible for securing any permissions, consents, licences, or approvals that are required from landlords, managing agents, neighbours, local authorities, or other parties. Failure to obtain these may delay or prevent completion.
You must give us safe, lawful, and reasonable access at the agreed time. If our team cannot complete the service because access is denied, delayed, unsafe, or materially different from what was described, we may charge for wasted attendance, waiting time, or aborted work. You must also make us aware of hazards such as fragile surfaces, concealed services, contamination, asbestos risk, or other dangerous conditions.
You are responsible for protecting valuables, data, documents, and items that are not directly part of the service unless we have expressly agreed to handle them. Where you choose to leave items in the work area, this is done at your own risk except to the extent that loss or damage is caused by our negligence or another liability that cannot be excluded under law.
5. Waste, Materials, and Regulatory Compliance
Where the service involves the removal, handling, transport, or disposal of waste, both parties must comply with applicable UK waste regulations and environmental requirements. Waste must be described accurately, and you must not conceal hazardous, restricted, or contaminated materials. Certain items may require specialist handling, separate charging, or refusal of collection if they cannot be lawfully or safely managed within the agreed service.
We may require you to segregate waste streams, provide information about contents, or complete any reasonable paperwork needed to meet regulatory obligations. We will handle waste in accordance with relevant duty of care principles and use authorised disposal routes where required. If waste is misdescribed, mixed incorrectly, or presented in a condition that creates a compliance risk, we may refuse collection, charge extra, or suspend the service.
Any materials, packaging, or removed items that become waste through the service will be managed as agreed in the booking and in line with applicable law. Unless stated otherwise, recyclable or reusable materials may be separated at our discretion where this is lawful and operationally appropriate. You acknowledge that some items may not be accepted, stored, or transported if doing so would breach environmental, safety, or licensing rules.
If the service includes supply and installation of materials, title to those materials may remain with us until full payment has been received. Risk may pass earlier or later depending on the nature of the work and any agreement between the parties. Any materials supplied by you must be fit for purpose and compliant with applicable standards; we are not responsible for defects caused by customer-supplied items, except where our negligence contributes to the loss.
These UK service terms and conditions are governed by the laws of England and Wales, unless we state otherwise in a written agreement. If the service is supplied under a different legal framework within the United Kingdom, the applicable local law may apply to that arrangement. The courts with the appropriate jurisdiction will have exclusive or non-exclusive authority to resolve disputes, depending on the legal position that applies.
