UK Service Terms and Conditions
These service terms and conditions set out the rules that apply when you book, use, or receive any services provided by us in the United Kingdom. By placing a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before making a booking, as they explain how the UK service agreement operates, what we expect from customers, and what happens if a booking is changed, delayed, or cancelled.
In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative making the booking. These terms apply to all routine and specialist services supplied under the service terms UK framework, unless we have agreed a different arrangement in writing. If any part of these terms is unclear, the wording should be read in a fair and practical way consistent with the overall purpose of the contract.
A booking may be made by telephone, email, online form, in person, or through any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit, advance payment, or requested information. We may ask for details needed to complete the service safely and properly, such as access instructions, property type, timing preferences, or any special requirements. You must ensure that all information provided is accurate and complete. If information changes before the service date, you must notify us as soon as reasonably possible.
Where a quotation is provided, it is based on the information available at the time and may be revised if the scope of work changes, if access is restricted, if additional labour or materials are required, or if hidden issues are discovered. Any estimate is given in good faith but does not guarantee the final price unless we state otherwise in writing. Where services are supplied on a time and materials basis, charges will reflect the actual time spent and resources used. In all cases, the final charge may vary if the agreed service specification changes during the job.
Payments must be made in the manner and within the time stated on the invoice, booking confirmation, or other written notice. Unless we agree otherwise, payment is due immediately on completion of the service or in advance where the booking requires a deposit or full prepayment. We may accept card payment, bank transfer, cash, or other methods we choose. If a payment fails, is reversed, or is later disputed without valid reason, we may suspend further work and recover any reasonable costs incurred in collection or administration. Late payments may also attract interest and charges permitted by law.
Deposits and advance payments may be required to secure availability, cover materials, or reserve labour. A deposit forms part of the overall service price unless otherwise stated. If you cancel in circumstances where the deposit is non-refundable, we may retain it to cover reasonable losses, administration, and lost booking opportunities, unless consumer law requires a different outcome. Where instalment arrangements are agreed, missing a payment may entitle us to pause or end the service and demand immediate payment of any outstanding balance.
Customers may request cancellation or rescheduling, but the effect of a cancellation depends on when notice is given and the nature of the service booked. If you cancel well in advance, any refund or charge will be assessed fairly based on the costs we have already incurred and whether the reserved time can be reallocated. If cancellation is made close to the appointment date, after attendance has been arranged, or after work has started, you may be charged for labour, materials, call-out costs, and any non-recoverable expenses. For bespoke or urgent services, cancellation may not be possible without charge once preparation has begun.
If we need to cancel or postpone a booking due to circumstances beyond our control, including staff illness, equipment failure, adverse weather, supply interruptions, safety concerns, or events making performance impracticable, we will try to offer an alternative date or a suitable refund where appropriate. We are not responsible for delays caused by factors outside our reasonable control, provided we take reasonable steps to minimise disruption. Any agreed time for attendance is an estimate unless we expressly confirm a fixed appointment window or deadline in writing.
It is your responsibility to ensure that the location is ready for the service, that we can gain safe access at the agreed time, and that any necessary permissions, consents, or resident approvals have been obtained. If access is prevented, delayed, or restricted, we may charge for waiting time, aborted visits, or repeat attendance. You must also inform us of any hazards, fragile items, pets, security systems, parking restrictions, or other matters that could affect the service. Where work is carried out on occupied premises, you must take reasonable steps to protect valuables and personal possessions.
We will provide the service with reasonable care and skill, using competent personnel and suitable materials where applicable. Any materials supplied remain subject to the manufacturer’s specifications and normal tolerances. Minor variations in colour, finish, dimension, or texture may occur and will not be treated as defects if they are consistent with standard industry practice. Where we agree to return, repair, replace, or revisit work, the remedy will be limited to the original service area or item and will not automatically extend to wider losses or unrelated parts of the property.
Liability under these service terms and conditions is limited to losses that are foreseeable, directly caused by our breach, and not excluded 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 legally be limited. Subject to those exceptions, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or damage caused by circumstances outside our control. If we are found liable for a valid claim, our total liability will normally be limited to the amount paid for the specific service giving rise to the claim.
Nothing in these UK service terms affects your statutory rights as a consumer. If you are contracting as a business, you agree that the service is purchased for business purposes and not for personal use. Where the law implies terms into this contract, those terms apply only to the extent required by applicable legislation. Any claim relating to the service must be notified within a reasonable time after the issue is discovered, so that we have the opportunity to inspect, investigate, and where appropriate remedy the matter.
Where our services involve removal, disposal, transport, storage, recycling, or handling of waste, both parties must comply with applicable UK waste laws, regulations, and duty-of-care requirements. Waste must be described accurately, sorted properly, and handed over only in a condition that allows lawful treatment or disposal. You must tell us in advance about any hazardous, restricted, or contaminated items, including substances that require specialist handling. We may refuse to move or accept any material that is unsafe, prohibited, incorrectly described, or likely to create a legal or environmental risk.
Unless we expressly agree otherwise, you remain responsible for confirming that any waste produced on your premises is lawfully presented for collection, and that any information provided about the nature, volume, and source of the waste is correct. Where required, we may issue or request waste transfer documentation, receipts, or records relating to the disposal route. If you provide waste that is incorrectly classified, mixed, or contains prohibited items, you may be liable for additional fees, delays, reclassification costs, and any fines, penalties, or losses resulting from inaccurate information. We may also suspend the service until the issue is resolved.
We may use subcontractors, associates, or third-party suppliers to complete all or part of the service. Where we do so, we remain responsible for ensuring that the service is delivered in a professionally reasonable manner, subject to these terms and any legal limitations. However, we are not responsible for delays or failures caused by third parties beyond our control, provided we have exercised reasonable care in selecting them. Any intellectual property, reports, photographs, checklists, or documents created by us during the service remain our property unless otherwise agreed in writing, though you may use them for your own internal or domestic purposes.
The contract between you and us is formed on the date we accept the booking or start the service, whichever happens first. We may refuse or withdraw a booking if we reasonably believe the requested work is unsafe, unlawful, outside our competence, or inconsistent with our operational standards. We may also end the contract immediately if you breach these terms, provide misleading information, behave abusively, fail to pay sums due, or make it impossible to complete the service safely and properly. In such cases, you will remain responsible for any work already carried out and any costs reasonably incurred.
We may update these terms from time to time to reflect changes in law, operational practice, or the services we provide. The version in force at the time of your booking will usually apply to that booking, unless a later change is required by law or agreed by both parties. If any clause is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No waiver by us of any breach shall be treated as a waiver of any later breach or of any other right.
Governing law and jurisdiction: these UK service terms and conditions are governed by the laws of England and Wales, unless we state otherwise in writing for a particular service. If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory local consumer protections that cannot be excluded by agreement. Any dispute arising from or connected with this contract shall be resolved by the courts having appropriate jurisdiction, and the parties agree to attempt to resolve issues amicably before commencing formal proceedings where it is reasonable to do so.
