UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. They are intended to create a clear understanding of how bookings are made, how payments are handled, what happens if a booking is changed or cancelled, and the responsibilities of both parties throughout the service relationship. By placing a booking, the customer agrees to these terms and confirms that they have read and understood them. These terms apply to all standard service arrangements unless a separate written agreement says otherwise.

For the purposes of these UK service terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or anyone acting on the customer’s behalf. Any quotation, estimate, order confirmation or schedule of services is issued on the basis of the information supplied by the customer. If the information changes, we may need to revise the booking, the timing, the scope, or the price of the service. These terms are designed to be fair and practical, while protecting both sides against misunderstanding.

We may update these service terms and conditions from time to time. The version in force at the time of booking will normally apply to that booking unless a change in law requires otherwise. If any term is found to be invalid or unenforceable, the remaining terms will continue in full force. Headings are provided for convenience only and do not affect interpretation. The phrases in this document should be read in a common-sense way, so that the overall purpose of the agreement is preserved.

1. Booking Process

A booking is usually made when the customer requests a service, we confirm availability, and the customer accepts the proposed date, time, and scope. A request by itself does not guarantee a place in the schedule. We may ask for additional information before confirming a booking, including access details, service requirements, property conditions, or any special instructions that may affect the work. A booking is only binding once we issue confirmation, whether in writing, electronically, or by another clear method.

When making a booking under these UK service terms and conditions, the customer must ensure that all information provided is complete and accurate. This includes contact details, service location, relevant instructions, and any matters that may affect health, safety, or performance. If the customer provides incorrect or incomplete information, we may adjust the service, delay the appointment, charge additional costs, or cancel the booking where necessary. Any quoted time is an estimate unless we expressly state otherwise.

We reserve the right to refuse or reschedule a booking where the requested service is outside our scope, where it would breach law or safety requirements, or where we are unable to provide the service reasonably. The customer should notify us as soon as possible if access, availability, or site conditions change. If the customer is not present at the agreed time and the service cannot proceed, the booking may be treated as a missed appointment or no-show and charges may still apply. The customer is also responsible for making sure that the relevant area is accessible and ready for the service to be carried out.

2. Service Scope and Customer Responsibilities

We will provide the service described in the confirmation or quotation, and no additional work is included unless agreed in advance. If the customer requests extra tasks, changes to the original plan, or work beyond the agreed scope, we may issue a revised quotation or pause the service until the additional terms are accepted. Where a service depends on third-party equipment, utilities, or site conditions, we are not responsible for failures outside our control. The customer must also ensure that any required permissions are in place before the service begins.

It is the customer’s responsibility to disclose any relevant risks, fragile materials, hidden defects, or special conditions that may affect the service. This is particularly important where work involves property access, storage areas, lifting, removal, or handling of waste. We may refuse to proceed if, in our reasonable opinion, the service would be unsafe, unlawful, or impractical. The customer must also comply with any instructions we give that are reasonably necessary to complete the work safely and efficiently.

Any dates or completion times are estimates unless we expressly agree a fixed timetable in writing. Delays caused by traffic, weather, supplier issues, staff illness, unexpected technical problems, or events outside our control do not amount to a breach of these service agreement terms. If a delay becomes likely, we will try to inform the customer and provide a revised schedule. However, we are not liable for inconvenience caused by delays where we have acted reasonably and within the limits of these terms.

3. Prices and Payments

Prices will be set out in the quotation, estimate, or booking confirmation. Unless stated otherwise, prices are exclusive of VAT or other applicable taxes, and any such amounts will be added where required by law. Estimates are based on the information available at the time and may change if the scope of the service changes, the job takes longer than expected because of hidden conditions, or additional resources are needed. Any change in price will be explained as soon as reasonably possible.

Payment terms will be specified at the point of booking. In some cases, full payment may be required in advance; in others, a deposit or part payment may be requested to secure the booking. Unless otherwise agreed, invoices must be paid within the period stated on the invoice or confirmation. Late payment may result in the suspension of services, cancellation of future bookings, or the charging of reasonable interest and recovery costs to the extent permitted by law.

The customer must make sure that payment is made using an approved method and that sufficient funds are available. Any bank charges, card fees, or transfer costs imposed by the customer’s payment provider are the customer’s responsibility unless we agree otherwise in writing. If a payment is reversed, disputed without valid reason, or refused after services have been provided, we may seek recovery of the outstanding amount and any associated costs. We may also retain the right to pause ongoing work until all due sums are settled.

4. Cancellations, Rescheduling and No-Shows

The customer may cancel or reschedule a booking by giving notice in accordance with the cancellation policy stated in the booking confirmation or invoice. If no separate policy is provided, the following general rules apply. Reasonable notice allows us to release time and resources for other bookings, while late cancellations may leave us with unrecoverable costs. We therefore reserve the right to charge a cancellation fee where notice is short or where we have already incurred costs in preparing to deliver the service.

If the customer cancels after work has started, we may charge for all work completed up to the point of cancellation, together with any wasted materials, labour, or travel time reasonably incurred. If the customer fails to attend, fails to provide access, or otherwise prevents the service from being carried out at the agreed time, this will usually be treated as a no-show. In such cases, we may charge the full or partial service fee, depending on the circumstances and any prior arrangements.

We may need to cancel or reschedule if circumstances beyond our control make it impossible or unsafe to proceed. This can include severe weather, accident, illness, operational disruption, power failure, legal restrictions, or inability to obtain necessary access. Where this happens, we will try to offer an alternative date or a refund of any amount paid for services not yet delivered, subject to any lawful deductions for work already completed. We will not usually be responsible for losses arising from such changes if they are outside our reasonable control.

5. Liability and Limits of Responsibility

We will carry out services with reasonable care and skill. If we fail to do so, our responsibility is limited, to the extent permitted by law, to either repeating the service, correcting the issue, or refunding the relevant amount paid for the affected part of the service. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

Subject to the paragraph above, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of goodwill arising from the service or from a breach of these service terms. Where we handle items, materials, or premises belonging to the customer, the customer must ensure that any valuable, fragile, or irreplaceable items are removed, protected, or declared in advance. We are not responsible for pre-existing damage, hidden defects, wear and tear, or damage caused by information not disclosed to us.

If our liability arises from events within our control, it will be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. Nothing in these terms affects the customer’s statutory rights where the customer is a consumer. These terms are intended to be reasonable and proportionate, and they should be read with the rest of the agreement as a whole.

6. Waste Regulations and Disposal

Where the service involves the removal, handling, transport, or disposal of waste, both parties must comply with applicable waste regulations in the United Kingdom. Waste must be described accurately so that it can be handled lawfully and safely. The customer must not present hazardous, prohibited, or unlabelled materials unless these have been expressly agreed in advance. If such materials are discovered unexpectedly, we may stop the service, seek further instructions, or arrange appropriate handling at additional cost where lawful.

The customer is responsible for ensuring that any waste handed over to us is lawfully owned and may be transferred for disposal or processing. We may require information about the type, volume, origin, or composition of waste before agreeing to collect or remove it. If the customer fails to disclose relevant information and this leads to extra handling, special disposal, or regulatory action, the customer will be responsible for the resulting costs and consequences. We reserve the right to refuse waste that we believe could create a legal or environmental risk.

Where relevant, waste transfer documentation or other records may be completed in accordance with applicable requirements. The customer should keep copies of any records provided. If waste is left on-site because removal would breach law, safety rules, or practical limits, we may notify the customer of the position and may charge for attendance or partial completion where appropriate. We expect all waste-related services to be managed responsibly, with proper regard to environmental obligations, packaging rules, and disposal standards.

7. Termination, Suspension and General Terms

We may suspend or terminate the service if the customer materially breaches these terms, fails to pay sums due, provides false information, or behaves in a way that makes it unreasonable for us to continue. If we suspend performance, we will usually explain the reason and, where possible, give the customer an opportunity to remedy the issue. If the breach is serious or repeated, we may end the agreement immediately. Any rights or remedies already accrued before termination will remain available.

The customer may not assign or transfer their rights or obligations under these terms without our consent. We may assign or subcontract the service where this is reasonably necessary for performance, provided that doing so does not materially reduce the standard of service. No failure or delay by either party in exercising a right will operate as a waiver of that right. If we agree to vary any term in one instance, that does not mean the same variation will apply in future cases.

If a dispute arises, both parties should first try to resolve it in good faith and in a practical manner. If a matter cannot be resolved informally, the dispute will be dealt with in accordance with the governing law clause below. These UK service terms and conditions form the entire agreement between the parties concerning the service, unless another document expressly states otherwise. They replace any previous oral or written understanding relating to the same service, unless we agree in writing to vary them.

8. Governing Law

These terms, and any non-contractual obligations arising from or connected with them, are governed by the laws of England and Wales, unless mandatory law provides otherwise. The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms, although this does not prevent either party from seeking urgent interim relief where appropriate. If the customer is based elsewhere in the United Kingdom, these terms will still apply to the extent permitted by law.

By proceeding with a booking, the customer confirms acceptance of these UK service agreement terms and acknowledges that the service is provided on the basis set out above. These terms are intended to support a clear, lawful, and professional service relationship. They are written to be practical for everyday use and to provide certainty over booking, payment, cancellation, liability, waste handling, and dispute resolution.