UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are supplied to customers. They are written to provide clarity on the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework that applies to the agreement. By placing a booking, the customer confirms that they have read and understood these service terms and conditions and that they agree to be bound by them, subject to any written variation agreed in advance.

For the purposes of these service terms and conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. These terms apply to all service bookings unless expressly varied in writing. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force, and the affected clause will be interpreted to reflect the original intention as closely as possible.

We reserve the right to update or amend these service terms at any time where necessary to reflect changes in law, operational requirements, or service standards. Any update will apply from the date it is published or otherwise communicated. The customer is responsible for reviewing the current version before making a booking. Nothing in these terms affects any statutory rights that cannot be excluded under UK law.

Booking process begins when the customer makes an enquiry, request, or order for a service. Any quotation or estimate provided is usually based on the information supplied by the customer and may be subject to confirmation after assessment. A booking is not confirmed until we have accepted it, which may be done in writing, electronically, or by other clear confirmation. We may decline a booking where the requested service is unavailable, the information provided is incomplete, or the job falls outside our scope.

The customer must provide accurate and complete details relevant to the service, including any access requirements, site conditions, time restrictions, safety issues, or special instructions. If the information given is incorrect or incomplete, we may need to amend the service, change the price, or reschedule the appointment. The customer is responsible for ensuring that the location is ready for the service at the agreed time and that any necessary permissions, consents, or occupier approvals have been obtained in advance.

Bookings may be subject to minimum notice periods, availability, seasonal demand, or operational limits. We may need to allocate arrival windows rather than exact times, particularly where the service involves travel, traffic, or variable site conditions. While we will take reasonable steps to attend on time, any stated time is approximate unless we have expressly agreed a fixed appointment. Where access is delayed, unsafe, or impossible because of the customer’s acts or omissions, we may treat the booking as cancelled and charge a reasonable fee for wasted time, travel, or preparation.

Payments must be made in accordance with the quote, invoice, or order confirmation. Unless otherwise agreed, prices are stated in pounds sterling and may be subject to VAT or other applicable taxes. Any estimate is based on the scope described at the time of booking and may change if the actual service differs from the information originally supplied. Extra work, additional labour, materials, waiting time, disposal charges, or unforeseen access requirements may be charged separately where reasonably necessary.

We may require a deposit, part payment, or full payment in advance before carrying out the service. Where credit terms are approved, payment must be made within the stated period. If payment is not received on time, we may suspend further work, withhold delivery of materials or reports, or recover the amount due using lawful collection methods. The customer will be responsible for any reasonable costs incurred in recovering overdue sums, including permitted administration charges and legal expenses.

All invoices must be checked promptly by the customer. Any query relating to a charge should be raised as soon as reasonably possible and in any event within a reasonable time after receipt. Unless we agree otherwise, the customer may not withhold payment of undisputed amounts because of a separate complaint or dispute. Title to any goods supplied as part of the service remains with us until full payment has been received, where such retention of title is lawful and applicable.

Cancellations and rescheduling must be requested as soon as possible. If the customer cancels a confirmed booking, we may charge a cancellation fee that reflects the notice given, the resources reserved, and any costs already incurred. Where cancellation occurs at short notice, or where staff, vehicles, equipment, or materials have already been allocated, the charge may be significant and may include the full price of the service if we cannot reasonably reallocate the appointment.

If the customer wishes to reschedule, we will try to accommodate the request, but availability is not guaranteed. Rescheduled bookings may be treated as cancellations and rebookings where the original appointment is no longer available. We may cancel or postpone a booking where this is necessary for safety, due to staff unavailability, adverse conditions, supplier failure, legal restrictions, or events beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative date or a refund for any amount paid in advance for the unperformed service.

Liability is limited to the extent permitted by law. We will use reasonable care and skill in providing the services, but we do not guarantee that every outcome will be achieved if that outcome depends on factors outside our control, including third-party actions, hidden defects, site conditions, weather, or inaccurate customer information. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Subject to the above, we shall not be responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from delayed performance, except where such loss results directly from our breach and is recoverable under applicable law. Our total liability for any claim arising out of a booking shall, where lawful, be limited to the total amount paid or payable for the relevant service, unless a higher limit is required by statute. The customer is responsible for protecting any property, data, valuables, or fragile items that may be affected by the service unless we have specifically agreed to take care of them.

The customer must notify us of any claim, defect, damage, or complaint as soon as reasonably possible after it becomes known. We may be given a reasonable opportunity to inspect, remedy, or investigate the issue before any third-party repair or replacement is arranged. Failure to allow such opportunity may affect the ability to claim compensation. The customer must also take reasonable steps to minimise any loss or damage and must not worsen the issue by taking avoidable action.

Waste regulations apply where the service involves removal, handling, transport, or disposal of waste materials. The customer must ensure that all waste presented for collection or disposal is accurately described and, where relevant, separated into appropriate categories. Hazardous, restricted, or specialist waste must be declared in advance and may be refused unless we have agreed to handle it in compliance with applicable rules. The customer must not place prohibited items into any container, skip, vehicle, or collection load without prior approval.

We may require additional information about the origin, nature, quantity, and composition of waste before accepting it. Where waste classification, segregation, or disposal charges differ from the information originally provided, we may adjust the price accordingly. The customer remains responsible for ensuring that waste transferred to us is lawful to collect and dispose of, and that any duty of care obligations imposed by UK waste regulations are properly observed. If we are prevented from removing waste because it has not been correctly described or prepared, a call-out or wasted journey charge may apply.

Any materials left for collection must be accessible, safe to handle, and not contaminated by substances that could create health, safety, or environmental risks. We may refuse to remove items that are unsafe, illegal, or non-compliant with applicable environmental or transport requirements. Where waste transfer notes, consignment records, or similar documentation are required, the customer agrees to provide accurate information and, where necessary, sign the relevant paperwork. Ownership of waste transfers in accordance with the agreed arrangement and applicable law.

Nothing in these terms authorises the customer to dispose of commercial, domestic, construction, electrical, chemical, or biohazardous waste in a manner that breaches environmental, transport, or safety legislation. Any advice we give is general in nature and does not replace the customer’s own legal obligations. If the service includes collection from multiple locations, the customer must ensure that all sites are properly authorised and that no protected, controlled, or sensitive materials are included without disclosure.

In relation to service liability and performance, the customer agrees that any estimates of time, quantity, labour, or resource are made in good faith but are not binding unless expressly stated as fixed. Variations may be required if the job scope changes or if unexpected conditions arise. We may refuse to continue work where doing so would expose our staff, contractors, the public, or property to unreasonable risk. In such circumstances, the customer may still be charged for completed work, attendance, or partial performance.

The customer is responsible for ensuring that all relevant premises, equipment, and systems are safe and compliant before the service begins. This includes electrical isolation, secure access, hazard warnings, and the removal of obstacles where required. Where we are asked to work in occupied premises, the customer must take reasonable steps to protect occupants, pets, and property. We are not liable for losses caused by hidden defects, pre-existing damage, poor maintenance, or unsafe conditions that were not reasonably discoverable before work started.

If the service depends on third-party permissions, supplier availability, network access, utilities, or official approvals, we will not be liable for delays or failure caused by those parties. We may pause work until the issue is resolved or until suitable instructions are received. Any materials, equipment, or temporary items supplied in connection with the service should be used only for their intended purpose. The customer must not alter, misuse, or interfere with them in a way that causes damage or prevents completion.

Governing law for these service terms and conditions is the law of England and Wales, unless we expressly agree otherwise in writing. If the customer is based elsewhere in the United Kingdom, the mandatory rules that apply in that jurisdiction will still apply where required by law. Any dispute arising from or connected with these terms, the booking process, payment, service performance, cancellation, liability, or waste compliance will be handled by the courts with the appropriate jurisdiction, subject always to any rights that cannot be excluded by statute.

These terms form the entire agreement between the parties in relation to the booking, unless varied by a written document signed or otherwise clearly accepted by both sides. If we choose not to enforce a clause on one occasion, that does not mean we waive the right to enforce it later. A person who is not a party to the agreement has no right to enforce any of its provisions under the Contracts (Rights of Third Parties) Act 1999, unless the agreement expressly states otherwise.

By confirming a booking, paying an invoice, or allowing the service to begin, the customer acknowledges that these service terms and conditions apply to the extent permitted by law. The customer also confirms that they have authority to enter into the agreement and that any information provided is true, complete, and not misleading. These terms are intended to support fair trading, clear expectations, and a professional service relationship while preserving the rights of both parties under applicable UK legislation.