Service Terms and Conditions
These service terms and conditions set out the basis on which services are supplied to customers in the United Kingdom. They are intended to create a clear understanding of the booking process, payment arrangements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the agreement. By making a booking, confirming an order, or accepting a quotation, the customer agrees to be bound by these terms, subject to any written variation agreed in advance.
Booking of services may be made through an approved enquiry or order process and will only become binding once the booking has been accepted. A booking may be provisional until all required information has been provided, including service details, access arrangements, timings, and any special requirements. The service provider may refuse or postpone a booking if the request is incomplete, unsafe, outside the available scope, or inconsistent with these terms. Any quotation provided is usually based on the information supplied at the time and may change if the nature of the work, site conditions, or requested schedule changes.
It is the customer’s responsibility to ensure that all details given at the time of booking are accurate and complete. This includes any information that may affect the performance of the service, such as restricted access, parking limits, permit requirements, fragile property, hazardous materials, or time-sensitive instructions. Where the customer asks for a particular date or time, every reasonable effort will be made to accommodate that request; however, appointment windows may be subject to operational changes, staffing availability, or circumstances beyond reasonable control. If a service cannot proceed because the information provided was incorrect or insufficient, any resulting costs may be charged to the customer.
Once a booking has been accepted, the customer will usually receive confirmation setting out the agreed service, estimated charges, and any conditions attached to the appointment. The confirmation forms part of the service agreement. If the customer wishes to amend the booking, including changing the date, scope, or location, the request should be made as early as possible and may be subject to availability and additional charges. The service provider is not obliged to carry out work that differs materially from the original booking unless the change has been agreed in writing or through another recorded confirmation process.
Payments and pricing are due in accordance with the terms stated in the quotation, invoice, or booking confirmation. Unless otherwise agreed, charges are based on the stated service description and may include labour, materials, call-out fees, administrative charges, disposal costs, or other relevant expenses. Any estimate given before work begins is provided in good faith but may not be fixed if the service depends on variables that cannot be fully assessed in advance. Where a fixed price is agreed, it applies only to the scope described and does not cover additional tasks, hidden issues, or unforeseen complications.
Payment must be made by the method accepted at the time of booking or invoicing. The service provider may require a deposit, advance payment, or part payment before attending or starting work. Invoices are payable within the period stated on the invoice unless otherwise agreed. If payment is not made on time, the service provider may suspend further work, withdraw scheduled attendance, or charge reasonable recovery costs where permitted by law. Interest may also be applied to overdue sums in line with applicable statutory rights. All prices should be read as excluding any items not expressly stated as included.
The customer must ensure that funds are available and that any card payment, bank transfer, or other payment method used is authorised. If a payment is reversed, declined, or later cancelled without lawful reason, the customer remains responsible for the outstanding balance and any associated costs. The service provider may withhold completion documents, release of items, or further services until all due sums are paid. Where partial payments have been received, they will normally be applied first to outstanding fees, charges, and any recovery costs before being allocated to future work.
Cancellations and changes must be communicated as soon as possible. If the customer cancels a booking, the provider may charge a cancellation fee that reflects the work already carried out, reserved time, materials ordered, or losses reasonably incurred. The closer the cancellation is to the scheduled date, the more likely it is that some or all of the agreed fee will remain payable. If the customer fails to attend, is unavailable, or does not provide access at the agreed time, this may be treated as a cancellation or a wasted appointment, and the full or partial charge may still apply.
Where a service is cancelled by the provider because of circumstances outside its control, including severe weather, staff illness, transport disruption, safety concerns, or events that make performance impracticable, a new appointment may be offered or amounts paid in advance may be refunded or credited, depending on the circumstances. The provider will use reasonable efforts to reschedule where possible, but no guarantee is given that an alternative date will be available. If the customer asks to change the service after materials have been ordered or work has started, the customer may be liable for the cost of those items and any time already spent.
Performance of services is carried out with reasonable care and skill and in accordance with the service description agreed at the time of booking. The customer must provide safe and suitable access to the premises or location, together with any utilities, permissions, or cooperation reasonably required to complete the work. If the customer’s actions, omissions, or site conditions prevent completion, the provider may treat the service as suspended or completed to the extent possible and may charge for the work undertaken. Any deadlines or timings are estimates unless expressly stated to be fixed.
During the provision of services, the customer must take reasonable steps to protect personal property, valuables, breakables, and any items that might be affected by the work. Unless expressly agreed otherwise, the provider is not responsible for removing, storing, or safeguarding customer belongings. If the service involves moving items, clearing space, or handling waste, the customer should identify any item that must not be touched or disposed of. It remains the customer’s responsibility to disclose any hidden risks, dangerous materials, or special handling requirements before work begins.
Liability and limitations are governed by the principles of reasonableness and the rights that cannot be excluded by law. 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 limited. Subject to those rights, the service provider will not be liable for indirect loss, loss of profit, loss of business, loss of opportunity, or consequential damage arising from the service, whether in contract, tort, or otherwise. Any liability for direct loss will be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.
The provider will not be liable for delays or failure to perform where the cause is outside reasonable control, including acts of God, transport disruption, utility failure, industrial action, or third-party interference. The customer acknowledges that some services may depend on conditions that cannot be fully known beforehand, and that minor changes in method or timing may be necessary to complete the work safely and effectively. Where the customer believes there has been a problem with the service, they should notify the provider within a reasonable time so the matter can be assessed and, where appropriate, remedied in a proportionate way.
Waste regulations apply to any service that involves the collection, removal, handling, or disposal of waste materials. The customer must not present prohibited, hazardous, or incorrectly described items for disposal unless the provider has expressly agreed to handle them and all legal requirements have been met. Waste must be accurately identified, separated if required, and made accessible for safe removal. The customer confirms that any waste handed over for collection belongs to them or that they have lawful authority to arrange its removal. The provider may refuse to collect waste that is contaminated, unsafe, improperly packaged, or not within the agreed scope.
Where waste transfer, treatment, or disposal is arranged as part of the service, the parties agree to comply with applicable UK waste law and any relevant duty of care obligations. This may include maintaining records, descriptions, and handling arrangements necessary to demonstrate lawful transfer and disposal. The customer must cooperate with any request for information needed to classify or process waste correctly. Any illegal deposit, misdescription, or failure to disclose hazardous content may result in immediate refusal of service and the customer may be responsible for resulting losses, clean-up costs, enforcement action, or third-party claims. Waste must always be dealt with in a lawful and responsible manner.
Customer responsibilities also include ensuring that the service provider can work safely, lawfully, and without unnecessary delay. The customer must obtain any permissions, consents, landlord approvals, building access, or site clearances that are needed for the service to proceed. If special equipment, power, water, or parking access is required, the customer should arrange this unless the booking specifically states otherwise. The provider may decline to work if conditions are unsafe, if staff are exposed to unacceptable risk, or if the customer’s instructions would require unlawful or unethical conduct.
Any materials, items, or equipment supplied by the provider remain the provider’s property until paid for in full, where this is permitted by law and consistent with the agreement. The customer must not copy, resell, or misuse any documentation, method, or branded materials supplied in connection with the service unless written permission has been given. Any intellectual property or know-how used in providing the service remains the property of its owner and may not be reproduced except as necessary for personal or internal business use connected to the agreed service.
Complaints and remedies should be raised promptly so that a fair review can be carried out. If the provider agrees that a service has not been delivered as required, the usual remedy will be to reperform the affected part of the service, correct the issue, or offer a reasonable price reduction where reperformance is not practical. This is without prejudice to any statutory rights that apply. The customer must allow a reasonable opportunity to inspect, investigate, and remedy any alleged defect before arranging third-party intervention, as doing so may affect the ability to resolve the matter and may limit any recovery.
If a dispute cannot be resolved informally, the parties may seek to resolve it through written correspondence, negotiation, or another suitable alternative dispute resolution process before commencing proceedings, where appropriate. Nothing in these terms prevents either party from applying to the courts for urgent relief or for enforcement of unpaid sums. The provider may assign or transfer its rights and obligations under these terms where lawful, provided this does not materially reduce the customer’s rights. The customer may not assign the agreement without consent unless permitted by law.
These service terms apply together with any quotation, order form, invoice, or booking confirmation that refers to them. If there is any inconsistency between documents, the order of precedence will usually be the document that specifically deals with the point in question, followed by the booking confirmation and then these terms, unless the parties agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force so far as lawful and practical.
The agreement is governed by the laws of England and Wales, unless another part of the United Kingdom law applies by mandatory legal rule to the specific service or customer relationship. The courts of England and Wales shall have jurisdiction to hear disputes arising from or connected with these terms, subject to any rights the customer may have under mandatory consumer protection laws. By proceeding with a booking, the customer acknowledges that they have read, understood, and agreed to these terms and conditions for services in the UK.
