UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the UK. By making a booking, accepting a quote, or allowing work to proceed, the customer agrees to be bound by these terms. They are intended to create a clear and fair framework for the supply of services, including how bookings are made, how payments are handled, when cancellations may apply, and how liability is managed. These terms apply to all standard service arrangements unless we expressly agree otherwise in writing.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving or requesting the service. Where the context requires, a service booking may include any appointment, visit, scheduled work, repeat service, or agreed project. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

We reserve the right to update these terms from time to time to reflect changes in our operations, law, or service standards. The version applicable to your booking will be the version in force at the time your booking is confirmed, unless a change is required by law or agreed otherwise. It is your responsibility to review any revised UK service terms before placing a new booking.

1. Booking Process

All service bookings must be requested using the methods we make available and are subject to availability. A booking request is an invitation to treat and does not create a binding contract until we confirm acceptance. We may need additional information before confirming a booking, such as the type of service required, access details, site conditions, expected timing, or any special instructions relevant to the work.

When we issue a quotation, estimate, or proposed schedule, it may remain valid for a limited period as stated in the quotation or, if no period is stated, for a reasonable time. Quotations are based on the information provided by you and may change if the scope of work, site conditions, materials, or timing differ from what was originally described. Any variation to the original booking terms should be agreed before the service proceeds.

We may refuse or cancel a booking before work begins where we believe we cannot safely or lawfully carry out the service, where the requested work falls outside our normal offering, or where there is a genuine capacity issue. If a booking has been confirmed and we later discover that the service cannot be delivered as agreed due to incorrect information supplied by you, we may amend the booking, reschedule it, or cancel it on reasonable notice.

2. Service Delivery and Customer Responsibilities

You must ensure that the site, premises, or location where the service is to be delivered is ready at the agreed time. This includes providing safe access, accurate instructions, and any necessary permissions or authorisations. If our team arrives and cannot complete the work because access is restricted, information is missing, or conditions are unsafe, we may charge a call-out fee, waiting time, or a reasonable cancellation charge, depending on the circumstances.

You are responsible for informing us of any known hazards, including fragile items, concealed services, structural weaknesses, contamination, asbestos, pests, or other risks that may affect the service. Where the service depends on your cooperation, you must provide reasonable assistance and ensure that any third parties whose involvement is necessary are available when needed. Failure to do so may delay completion and may affect any timescales we have estimated.

We will use reasonable care and skill in performing the service in accordance with the description agreed at the time of booking. Any timeline, appointment window, or completion estimate is given in good faith but is not guaranteed unless we expressly state that time is of the essence. Variations requested by you after the booking is confirmed may require a revised quote, new schedule, or additional payment.

3. Prices and Payments

Unless otherwise agreed, prices are stated in pounds sterling and may be exclusive or inclusive of VAT depending on the wording of the quotation or invoice. The total charge may include labour, materials, equipment, travel, disposal, parking, or other agreed costs. If a price is shown as an estimate, the final amount may vary where the scope of work changes or where unforeseeable conditions arise during the service.

We may require a deposit, part-payment, or full payment in advance for certain services, especially where materials must be ordered, the booking is for a high-value project, or the appointment slot is reserved for a specific time. Any deposit is usually non-refundable except where we are unable to provide the service or where refund rights are required by law. Payment methods, due dates, and invoicing arrangements will be confirmed at the time of booking or on the invoice.

If payment is not made when due, we may suspend further work, withhold completion or delivery of the service, and charge reasonable recovery costs where permitted. We may also charge interest on overdue sums at the statutory rate or any lower rate specified in the invoice, from the due date until payment is received in full. A failure to pay may also affect future availability under our service agreement.

4. Cancellations, Rescheduling, and Refunds

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the type of service, the resources reserved, and whether any materials have already been purchased. Where notice is short, we may apply a cancellation fee to cover administrative time, staffing, travel preparation, or loss of earnings.

If you cancel after we have started preparing for the service, after materials are ordered, or after our team has already attended the site, you may remain liable for reasonable costs incurred up to the point of cancellation. Where a service has already been partly completed, we may charge for the work done and any non-recoverable expenses. Refunds, where due, will be processed using the original payment method unless we agree otherwise.

We may cancel or reschedule a booking if we are prevented from attending by events outside our control, including severe weather, transport disruption, illness, equipment failure, legal restrictions, or supply shortages. In such cases, we will aim to offer a new appointment or another reasonable solution. We are not responsible for losses arising from a lawful cancellation or postponement made because performance has become impracticable or unsafe.

5. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be limited under UK law. Subject to that, our liability is limited to losses that are a foreseeable result of our breach and that arise directly from the relevant service.

We are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss arising from your failure to comply with these terms, except where such exclusion is prohibited by law. Any materials, items, or equipment belonging to you remain your responsibility unless we have expressly agreed to store or handle them as part of the service and have accepted that responsibility in writing.

Where a claim relates to defective service performance, our obligation will usually be limited, at our discretion, to re-performing the affected part of the service, correcting the issue, or refunding the relevant amount paid for that part of the service. You must give us a reasonable opportunity to investigate and address any concern before engaging a third party to remedy the matter, unless urgent action is necessary to prevent further damage.

6. Waste Regulations and Environmental Compliance

Where our service involves the removal, handling, storage, transport, or disposal of waste, both parties must comply with applicable UK waste laws and environmental requirements. Waste may include packaging, leftover materials, removed fittings, rubble, contaminated items, or other debris generated during the service. You must not request or permit us to dispose of any waste unlawfully or in a manner that breaches safety or environmental rules.

We will only collect or remove waste that is lawfully capable of being handled under the terms of the booking and the type of service agreed. Certain materials may require specialist disposal, separate charges, documentation, or prior notice. You must disclose whether any waste is hazardous, restricted, sharps-related, chemical, or otherwise subject to special treatment. If undisclosed regulated waste is discovered, we may suspend the service, re-price the work, or arrange specialist disposal at your cost.

Where a waste transfer note, consignment note, or similar documentation is required, the parties will cooperate to ensure the necessary records are completed accurately. You remain responsible for ensuring that items intended for disposal are legally permitted to be removed. We may refuse to handle any material that we reasonably believe would expose us to a breach of the law or an unsafe working condition.

7. Force Majeure

We are not liable for any delay or failure in performing the service where this is caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, accident, pandemic-related restrictions, labour shortages, supplier failure, utility disruption, strike action, civil disturbance, or changes in law. If a force majeure event affects a booking, we will try to agree a revised date or alternative arrangement where reasonable.

If the event continues for an extended period, either party may be entitled to end the affected booking on written notice, subject to payment for services already delivered and legitimate costs already incurred. This clause does not affect rights that cannot be excluded by law, nor does it relieve either party from obligations that remain capable of performance.

8. Data, Records, and Communications

We may retain records relating to your booking, including service details, invoices, payment history, and correspondence, for legitimate business and legal purposes. Any personal data will be handled in accordance with applicable data protection law and our privacy arrangements, as may be provided separately. Communications about the booking may be sent by email, text, phone, or other reasonable means using the details you provide.

Notices relating to cancellations, changes, invoices, or disputes will be treated as received when delivered to the relevant contact details last supplied by you, unless we are informed otherwise. You should ensure that your contact information remains accurate and that you are able to receive booking-related communications. We are not responsible for missed messages caused by outdated or incorrect contact details supplied by you.

9. Complaints and Dispute Handling

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that we can review the issue. We may ask for photographs, written details, access to the site, or other relevant information in order to investigate. Most concerns can usually be resolved by further service, correction, or a commercial adjustment where appropriate.

If a dispute cannot be resolved informally, the parties should first attempt to negotiate in good faith before starting legal proceedings. Nothing in this clause prevents either party from seeking urgent injunctive relief or using any statutory consumer remedies that apply. Any claim should be brought within the relevant legal time limits.

10. Governing Law and Jurisdiction

These terms and conditions for services are governed by the laws of England and Wales, or, where required by your place of residence and mandatory consumer law, by the applicable law of the UK jurisdiction concerned. The courts of the relevant jurisdiction will have non-exclusive jurisdiction over any dispute arising out of or in connection with these terms, subject always to any mandatory rights you may have as a consumer.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. You also confirm that you have authority to enter into the booking and to accept responsibility for payment, access, and site conditions. These terms represent the complete agreement between the parties concerning the service, unless a different written agreement has been signed by both parties.

Final note: Any headings are included for convenience only and do not affect interpretation. Where a provision is stated to apply “where applicable” or “where permitted by law,” that wording means the clause will be read in a way that preserves the maximum lawful effect while remaining compliant with UK legal requirements. These booking and service terms are intended to be fair, practical, and transparent for all parties.