Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided by the company to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, the customer agrees to these terms. They are intended to create a clear, fair and practical agreement for both sides and to explain what each party can expect throughout the service process.

The terms below apply to all standard service bookings, whether arranged online, by phone, or through any other approved booking method. They cover the booking process, payments, cancellations, liability, waste handling, and the law that governs the agreement. Any variation must be agreed in writing and confirmed by an authorised representative of the company.

In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the services. These terms and conditions for services are designed to be read as a whole, and headings are included for convenience only and do not affect interpretation.

1. Booking Process

To place a booking, you must provide accurate and complete information about the services required, including the type of work, preferred date, access arrangements, and any known limitations or special requirements. A booking request is not binding until it has been accepted by us and confirmed in writing or by another clear form of confirmation. We may decline or reschedule a request if the requested service is outside our scope, if the schedule is full, or if the details provided are incomplete or inaccurate.

Where an estimate is given, it is based on the information available at the time and may change if the actual work differs from the description provided. If additional labour, materials, equipment, or time are required, we will normally inform you before proceeding where reasonably practicable. You agree that service delivery may be affected by access issues, weather, safety concerns, or circumstances beyond our control, and that we may adjust the appointment time accordingly.

It is your responsibility to ensure that the site, premises, or relevant area is accessible and ready for the service on the agreed date. This includes providing any necessary permissions, keys, codes, parking arrangements, or instructions needed to perform the work safely and efficiently. If we arrive and cannot complete the service because access has not been arranged or the site is unsuitable, a call-out or wasted-journey charge may apply.

2. Pricing and Payments

Prices for services will be communicated before work begins, unless the service is booked on a fixed-price basis or under a pre-agreed contract. All fees are stated in pounds sterling and may be subject to VAT where applicable. Any quotation or estimate remains valid only for the period stated by us, or if no period is stated, for a reasonable time based on normal commercial practice.

Payment terms will be confirmed at the time of booking or in the invoice. We may require full or partial payment in advance, a deposit, or payment on completion depending on the nature and value of the service. Unless otherwise agreed, invoices must be paid in full by the due date shown on the invoice. Late payments may result in delayed service, suspension of future bookings, and recovery of reasonable costs incurred in pursuing payment.

If a payment method is declined, reversed, or otherwise fails, you must arrange immediate alternative payment. You must not withhold payment for completed services unless we have agreed in writing that a genuine dispute exists in relation to a clearly identified part of the invoice. Any disputed amount must be raised promptly and in good faith so that it can be reviewed without unnecessary delay.

3. Cancellations, Rescheduling and No-Shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service, the resources already allocated, and whether specialist staff, equipment, or materials have been reserved. If sufficient notice is not provided, we may charge a cancellation fee to reflect costs already incurred and the loss of the reserved appointment slot.

Where a booking is cancelled by you after materials have been ordered, a deposit has been committed, or preparation work has begun, you may be charged for those costs in addition to any applicable cancellation fee. If you fail to attend, are not available at the agreed time, or do not provide access, the appointment may be treated as a no-show and charged accordingly. Repeated cancellations or missed appointments may lead us to refuse future bookings.

We may also cancel or reschedule a service if there are operational difficulties, health and safety concerns, staff unavailability, severe weather, or other events that make it unreasonable or unsafe to proceed. In such cases, we will take reasonable steps to notify you and offer an alternative date where possible. Our liability for cancellation will be limited to refunding any prepayment for work not performed, unless otherwise required by law.

4. Performance of Services

The services will be carried out with reasonable skill and care, in accordance with the information supplied by you and any agreed specifications. You acknowledge that the outcome of a service may depend on the condition of the property, equipment, materials, or existing installations, and that some variations in finish, timing, or performance may occur despite reasonable care. Any service agreement is limited to the scope expressly described in the booking or written confirmation.

You are responsible for ensuring that any items, surfaces, furnishings, or areas affected by the service are prepared to a reasonable standard and for removing valuables, sensitive objects, or items that could be damaged or interfered with. We are not responsible for delays caused by hidden defects, inaccurate information, or conditions that could not reasonably have been identified before the service began. If additional work becomes necessary, we may quote separately or pause the service until approval is obtained.

Where the service involves the use of tools, equipment, chemicals, access equipment, lifting devices, or other specialist items, you must not interfere with their safe operation. Any instruction from our staff relating to safety, access, shutdown, or site control must be followed immediately. We may refuse to continue with a service if we reasonably believe that continuing would place any person, property, or the environment at risk.

5. Liability and Limitations

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to this, we shall not be liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, or loss of anticipated savings arising from the provision or non-provision of services.

Our total liability arising from any service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, 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 do not accept responsibility for loss or damage caused by pre-existing defects, incorrect instructions, normal wear and tear, misuse, third-party interference, or failure to follow our advice.

If you believe that damage or loss has occurred during the service, you must notify us as soon as reasonably possible and provide relevant details, including photographs or other supporting information where available. We may require an opportunity to inspect the alleged issue before any remedial action or compensation is considered. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

6. Waste Handling and Regulatory Compliance

Where our services generate waste, the handling, storage, transfer, transport, and disposal of that waste will be carried out in accordance with applicable UK waste regulations and any relevant environmental requirements. Waste transfer may involve the separation of recyclable and non-recyclable materials, and you agree to cooperate with reasonable instructions needed to ensure lawful and safe disposal. We may refuse to remove waste that is hazardous, unidentified, contaminated, or not declared in advance.

You must tell us in advance if any item, material, or substance may be classed as controlled, restricted, or hazardous, including but not limited to chemicals, electrical components, batteries, oils, sharp materials, asbestos-related materials, or contaminated items. We are not obliged to handle waste that we reasonably believe requires specialist licensing, equipment, packaging, or disposal methods unless this has been expressly agreed and properly arranged. Any undisclosed hazardous waste may result in suspension of the service and additional charges.

We may provide waste removal or clearance services only where the waste falls within the agreed scope and can be lawfully handled. Ownership of removed waste passes to us only to the extent necessary for lawful disposal or recovery in line with the service arrangement. You remain responsible for ensuring that any items left for collection are lawfully permitted to be collected and that no prohibited or dangerous materials are mixed with general waste.

7. Customer Responsibilities

You agree to provide accurate instructions, suitable access, and any information reasonably needed to perform the service safely and effectively. This includes notifying us of known hazards, fragile surfaces, hidden services, or anything that may affect the work. If you fail to provide such information, we may suspend or alter the service, and additional costs may apply where our staff must take extra precautions or return at a later time.

You are also responsible for ensuring that any required third-party permissions, permissions from landlords, managing agents, neighbours, or building operators have been obtained before the service begins. If the service depends on consent or cooperation from another person, you must ensure that this is in place. We will not be responsible for delays or non-performance caused by the absence of necessary permission, cooperation, or documentation.

Where applicable, you must ensure that the premises are in a condition suitable for work, with reasonable lighting, ventilation, and safe working conditions. If our team determines that the area is unsafe, unsanitary, or unsuitable, we may pause or cancel the service. In such circumstances, any extra time, travel, or return visit needed may be charged at our standard rates or as otherwise agreed.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should inform us as soon as reasonably possible so that the matter can be reviewed. We may ask for details of the issue, supporting evidence, and an opportunity to inspect the work or affected area. Where a valid complaint is established, our remedy may include re-performing the relevant part of the service, correcting the issue, or issuing a partial refund, depending on the circumstances.

We will not be responsible for complaints based solely on subjective preferences where the service was performed in line with the agreed specification and reasonable standards. Any complaint must be made in good faith and within a reasonable time after the issue is discovered. Failure to raise concerns promptly may make it harder to investigate the matter fairly and may limit the remedies available under these service terms and conditions.

If a dispute cannot be resolved amicably, both parties should continue to act reasonably and preserve relevant records. Nothing in these terms prevents either party from using any legal rights or remedies available under law, but we encourage prompt communication and proportionate steps in the first instance. Any agreed remedial work or settlement will normally be treated as a full and final resolution of the specific issue addressed.

9. Variation, Severability and Governing Law

We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our service process. The version in force at the time of booking will apply to that booking unless a later version has been expressly accepted by both parties. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

These terms are governed by the laws of England and Wales, and the parties agree that the courts of England and Wales shall have exclusive jurisdiction unless mandatory law requires otherwise. This choice of law applies to all non-contractual claims or disputes connected with these terms to the fullest extent permitted by law. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions.

These UK service terms and conditions are intended to provide a balanced framework that supports reliable service delivery and clear expectations. They should be read together with any quotation, invoice, or written specification issued for a particular booking. In the event of conflict, any specific written terms agreed for that booking will take priority over these general conditions to the extent of the inconsistency.