Terms and Conditions for UK Services
These terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By placing a booking, confirming an order, or allowing work to commence, the customer agrees to be bound by the provisions below. These terms are designed to promote clarity, fair dealing, and proper expectations for both parties in relation to the service agreement, the scope of work, payments, and legal responsibilities.
In these service terms, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer. The wording applies to one-off appointments, scheduled visits, and recurring arrangements unless a separate written contract states otherwise. Nothing in these terms is intended to affect any rights that cannot lawfully be excluded under UK law.
The customer should read the full UK service terms carefully before making a booking. If any part of these conditions is not understood, it is the customer’s responsibility to request clarification before the order is accepted. Where a quote, estimate, or service description is provided, it should be read together with these conditions as forming the complete basis of the agreement.
Booking process begins when the customer submits an enquiry or request and we confirm whether the service is available. A booking is not binding until it has been accepted by us, whether verbally, in writing, or through an electronic confirmation. We may ask for additional information to assess the required work, access conditions, timing, materials, or safety considerations. Where a site visit, inspection, or assessment is needed before acceptance, the booking will remain provisional until that review has taken place.
Any quotation or estimate given before booking is based on the details available at the time. If the actual service requirements differ from the information supplied, we may revise the price, timing, or method of delivery. It is the customer’s duty to provide accurate, complete, and up-to-date information. A service booking may be declined, postponed, or amended if the customer has not supplied enough information, if access is restricted, or if carrying out the work would be unsafe or impracticable.
Once a booking has been accepted, the customer is responsible for ensuring that the premises, location, or item to be worked on is accessible at the agreed time. If we arrive and cannot complete the service due to lack of access, incorrect information, missing authority, or the customer’s failure to prepare, we may charge a call-out fee, waiting fee, or cancellation fee as appropriate. Any agreed date or time is an estimate unless expressly stated to be guaranteed.
Payments must be made in accordance with the price stated at the point of acceptance, unless a revised amount is agreed due to changed circumstances or additional work. Prices may be quoted inclusive or exclusive of VAT depending on the nature of the service and the status of the provider. Unless otherwise agreed in writing, invoices are payable immediately on completion or within the stated payment period. We reserve the right to require a deposit, part payment, or advance payment before starting work.
Where the service involves stages, milestones, or ongoing work, each stage may be invoiced separately. If payment is not received by the due date, we may suspend further services, withhold completion, or charge reasonable administrative costs and interest in line with applicable law. Non-payment may also result in recovery action. The customer must ensure that all payment details are valid and that any card, bank transfer, or other chosen method is completed correctly.
Any service charges shown in a quotation or invoice relate only to the specified work and assume the information provided is accurate. Additional charges may apply for urgent attendance, out-of-hours work, specialist handling, unexpected delays, or extra labour required because of the customer’s circumstances. If a discount or promotional rate is offered, it applies only under the stated conditions and may be withdrawn where those conditions are not satisfied.
Cancellations must be notified as soon as possible. If you wish to cancel a booking, the timing of the cancellation may affect whether a fee applies. Where a booking is cancelled before any preparation has begun, there may be no charge. However, where we have reserved time, allocated staff, ordered materials, or incurred costs, a cancellation charge may be payable to cover our reasonable losses. The closer the cancellation is to the scheduled date, the more likely a charge will apply.
If the customer fails to attend, refuses access, or is not ready for the service at the agreed time, this may be treated as a late cancellation or missed appointment. In such cases, we may charge the full fee or a reasonable portion of it, depending on the amount of work lost and any expenses incurred. If we need to cancel or reschedule, we will use reasonable efforts to provide notice and arrange an alternative time where possible.
Where a booking is a consumer contract made at a distance or off-premises, any cancellation rights that apply under UK consumer law will operate in addition to these terms, except where an exception legally applies. If the customer requests that services begin within any applicable cooling-off period, the customer may be asked to confirm agreement that work can start early and that charges may apply for work already carried out before cancellation.
Performance of services will be carried out with reasonable care and skill, using suitably qualified personnel where required. We will aim to deliver the service in line with the description agreed at booking, but minor variations may be necessary for operational, safety, or technical reasons. Any materials supplied by us remain subject to availability, and any substitute materials used will be of comparable quality unless otherwise agreed.
The customer must cooperate fully so that the service can be completed properly. This includes providing access, accurate instructions, necessary permissions, and a safe working environment. If we identify that the customer’s request would create a risk to property, persons, or equipment, we may refuse to proceed until the issue is corrected. We are not responsible for delays caused by events outside our reasonable control, including severe weather, transport disruption, equipment failure, supply shortages, or interruptions to utilities.
Liability is limited to losses directly caused by our breach of these terms or by our negligence, to the extent permitted by law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we are not liable for indirect, special, or consequential losses, including loss of profit, loss of opportunity, or business interruption, unless such loss is required to be compensated by law.
Any claim relating to damage, defect, or incomplete work must be notified within a reasonable time after discovery. We may ask for evidence, photographs, or access to inspect the issue before deciding on a remedy. Where a valid complaint is established, our responsibility may be limited, at our option, to re-performance of the affected service, repair, replacement, or a refund of the relevant amount paid. No remedy will be provided for issues arising from misuse, neglect, unauthorised alteration, normal wear and tear, or inaccurate information supplied by the customer.
Waste regulations must be followed at all times. Where our service involves the removal, handling, transfer, or disposal of waste, the customer agrees that all materials must be correctly described and declared before collection or disposal. The customer must not present hazardous, prohibited, or improperly packaged waste unless we have expressly agreed to handle it and are legally permitted to do so. We may refuse to collect waste that is not compliant with applicable environmental or transport requirements.
We will act in accordance with relevant UK waste legislation and environmental rules, and the customer must not ask us to dispose of anything unlawfully. If the waste classification changes once inspected, or if additional handling is needed to meet legal standards, extra charges may apply. The customer is responsible for ensuring that waste is separated, contained, and identified correctly unless the service expressly includes sorting or preparation. Any false declaration may result in termination of the service and recovery of associated costs.
The customer warrants that they have the right to request the service and, where relevant, the authority to allow work to be carried out on the premises, property, or items concerned. If third-party consent, landlord approval, site authorisation, or ownership confirmation is needed, it must be obtained in advance. We are entitled to rely on the information provided by the customer and are not responsible for disputes between the customer and any third party concerning permission, ownership, or access.
We may suspend or end the service immediately if the customer behaves abusively, presents a safety risk, fails to pay, attempts fraud, or otherwise materially breaches these terms. Termination does not remove any obligation to pay for work already completed, materials already ordered, or costs already incurred. Any rights or obligations intended to survive completion, cancellation, or termination will continue to apply, including payment obligations, liability limits, and legal compliance duties.
These service conditions may be updated from time to time. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or is agreed in writing. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in full force.
Nothing in these terms creates a partnership, agency, employment relationship, or joint venture between the parties. The customer may not assign or transfer rights under the agreement without our written consent, although we may assign or subcontract parts of the service where reasonable and lawful to do so. Any failure by us to enforce a right under these terms on one occasion does not mean that right is waived for the future.
The headings in this document are included for convenience only and do not affect interpretation. References to a written form include email or other electronic confirmation where permitted by law. Where the service involves recurring attendance, each visit forms part of the same overall arrangement unless otherwise agreed, and any breach at one stage may affect future scheduled work. The customer should keep a copy of the booking confirmation and these terms for their records.
Governing law is the law of England and Wales, unless another part of the United Kingdom applies by mandatory legal requirement. Any dispute or claim arising from or connected with these terms, the service provided, or any non-contractual obligation will be governed accordingly. The parties agree that the courts having jurisdiction under that law will determine disputes, subject to any consumer rights that cannot be restricted by agreement.
