Service Terms and Conditions
These Service Terms and Conditions set out the basis on which services are provided to customers in the United Kingdom. By placing a booking, making a payment, or otherwise instructing us to carry out work, you agree to be bound by these terms. They are intended to explain the booking process, payment arrangements, cancellation rules, liability limits, waste obligations, and the law that applies to the agreement. These terms are designed to be clear and practical, while still protecting both parties and reflecting standard expectations for a professional service arrangement.
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, client, or person making the booking. The scope of service may include one-off work, recurring services, scheduled appointments, or quoted projects, depending on what has been agreed. Any written quotation, order confirmation, or service description should be read together with these terms. If there is any inconsistency, the specific service details agreed for the job will usually take priority, unless otherwise stated in writing.
These service terms and conditions apply to business customers and consumers alike, unless a particular provision is stated to apply only to one category. Nothing in these terms is intended to exclude rights that cannot lawfully be excluded under UK law. Where a term is found to be invalid or unenforceable, the remaining terms will continue in full force. We may update these terms from time to time, and the version in force at the time of booking will normally govern the relevant service unless a change is required by law.
Booking process begins when you submit an enquiry, request a quotation, accept a quote, or otherwise ask us to provide a service. A booking is only confirmed when we have acknowledged it in writing, by email, messaging platform, invoice, online checkout, or another agreed method. Until confirmation is issued, availability cannot be guaranteed. We may request additional information before accepting a booking, including site access details, service specifications, or evidence needed to assess the work correctly. If the information supplied is incomplete or inaccurate, we may need to revise the booking, quotation, price, or timing.
Any quotation we provide is normally based on the information available at the time and may be subject to change if the actual work differs from what was described. Unless expressly stated otherwise, quotations remain valid for a limited period and may be withdrawn or revised after that time. A booking may also be conditional on a deposit, prepayment, or acceptance of certain terms relating to access, safety, or equipment. Where an appointment time is given, it is an estimate unless we have agreed a strict time slot in writing. Delays caused by traffic, access issues, weather, or third-party events do not automatically entitle you to compensation.
You are responsible for ensuring that the premises, location, or collection point is suitable for the service. This includes providing safe access, clear instructions, and any permissions or authorisations that may be necessary. If the work requires entry to property, you must ensure that the person arranging the booking has the authority to do so. We may refuse to proceed if conditions are unsafe, if the service requested differs materially from the booking, or if legal or practical barriers prevent performance. In such cases, any cancellation, waiting, or abortive visit charges may still apply where reasonable.
Payments must be made in accordance with the method and timetable agreed at the time of booking or invoicing. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to applicable taxes. Some services require full payment in advance, while others may require a deposit before work begins and the balance on completion. If credit terms are offered, payment must be made within the stated due date. Time for payment is of the essence where prompt payment is necessary to secure materials, labour, scheduling, or third-party commitments.
If payment is not received on time, we may suspend work, withhold delivery, cancel future appointments, or charge reasonable costs incurred as a result of non-payment. We may also apply lawful interest and recovery costs on overdue sums where permitted by statute or contract. Any dispute about an invoice must be raised promptly and in good faith; however, you must still pay any undisputed amount by the due date. We may request part-payment or a deposit for high-value, bespoke, urgent, or resource-intensive services. Payments made by card, bank transfer, online payment, or other method are only treated as complete once cleared funds are received.
Where a booking includes materials, consumables, permit costs, disposal fees, or subcontracted services, these may be included in the quoted price or charged separately if agreed. Additional charges may arise if the scope changes after booking, if extra work is requested, or if unforeseen circumstances require more time, labour, or equipment. We will normally explain any significant cost increase before proceeding where reasonably practicable. You are responsible for ensuring that payment details remain valid and for meeting any obligations linked to finance providers, card issuers, or payment processors you use.
Cancellations and rescheduling must be requested as soon as possible if you need to change or cancel a service. Some bookings may be cancelled or moved without charge if sufficient notice is given, but other bookings may be subject to a cancellation fee, especially where we have reserved time, ordered materials, or incurred preparatory costs. The amount charged will be reasonable and proportionate to the loss suffered, the timing of the cancellation, and the nature of the service. Where a job is cancelled after work has started, you may be charged for all work performed, any non-recoverable costs, and any reasonable travel or administration expenses.
If you fail to attend, refuse access, delay the appointment unreasonably, or are otherwise unavailable when we arrive, this may be treated as a late cancellation or a failed appointment. In such cases, we may charge for the visit and any wasted resources. If we need to cancel or reschedule due to illness, safety concerns, equipment failure, weather, or other circumstances beyond our control, we will try to provide notice and rearrange the appointment where possible. We will not usually be responsible for consequential losses arising from a reasonable rescheduling, provided we act fairly and communicate in good time.
Some services are prepared specifically for you and may be difficult or impossible to resell once booked. In those cases, a deposit may be non-refundable to the extent it reflects legitimate business losses. This does not affect any statutory rights you may have. For consumer bookings made at a distance, separate cancellation rights may apply in some circumstances, although exceptions can exist where the service has begun with your agreement or is otherwise excluded by law. Where such rights apply, we will follow the relevant legal requirements and provide any required information.
Liability is limited to the extent permitted by law. We will exercise reasonable care and skill in providing the service, but we do not guarantee that every outcome will be free from minor variation, especially where the work depends on third-party cooperation, site conditions, or information supplied by you. We are not responsible for losses caused by inaccurate instructions, concealed defects, unsuitable materials supplied by you, failure to maintain the premises, or events outside our reasonable control. 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 will not be liable for indirect, special, or consequential losses, loss of profit, loss of business, loss of goodwill, or loss of opportunity. Where liability cannot be excluded, our total liability for any claim arising out of or in connection with a particular booking will, to the fullest extent permitted by law, usually be limited to the amount paid or payable for the relevant service, unless a higher limit is agreed in writing. This limitation reflects the commercial value of the booking and the fact that the service price is not set to cover unlimited risk.
You must take reasonable steps to protect your own property, data, and equipment before and during the service. Where work involves moving items, opening access points, testing equipment, or handling fragile surfaces, you should tell us in advance about any special risks or sensitivities. We may decline to handle dangerous, illegal, excessively heavy, or inadequately packaged items. If you ask us to proceed against our recommendation, we may require a written acknowledgement, but this does not remove any non-excludable duties we owe under law. Our responsibility ends when the service has been delivered in the agreed manner, subject to any express aftercare or warranty provided in writing.
Waste regulations are an important part of many service bookings, especially where the work creates rubbish, removable materials, packaging, used components, or other waste. You agree to comply with all applicable UK waste laws and environmental requirements, including obligations relating to segregation, storage, transfer, and disposal. Where we remove waste as part of the service, this will only be done in accordance with the relevant legal rules and any permits, registrations, or licences required for the type of waste involved. We may ask you to declare whether any items are hazardous, contaminated, electrical, sharp, bulky, or otherwise subject to special handling.
Unless specifically agreed, we are not responsible for disposing of hazardous waste, controlled substances, clinical waste, asbestos, chemicals, or other regulated materials. If such materials are discovered during the service, we may stop work, adjust the quote, or require specialist arrangements before continuing. You must not conceal, misdescribe, or mix prohibited items with ordinary waste. If incorrect information is given and this causes additional cost, delay, or legal exposure, you may be responsible for the resulting charges and losses. Any waste transfer, collection, or disposal documentation required by law will be completed or retained in line with the applicable regulatory framework.
Where items are removed from your premises, you confirm that you own them or have authority to dispose of them. We may refuse to remove items that appear stolen, unlawfully held, unsafe, or outside the agreed scope. Waste may be reused, recycled, donated, treated, or disposed of at our discretion where lawful and practical, unless you have specifically instructed otherwise and we have agreed to that instruction in writing. Environmental compliance is taken seriously, and both parties must act responsibly to ensure that the service does not create avoidable legal or environmental risk.
General provisions apply to the full agreement. We may assign or subcontract elements of the service where appropriate, provided that this does not materially reduce the standard of performance expected under the booking. You may not transfer your rights or obligations without our written consent. Any notice required under these terms should be given using the method agreed for the booking or another reasonable written method. Failure by either party to enforce a right on one occasion does not mean that right is waived for the future.
We may vary these terms from time to time, but changes will not normally affect a booking already confirmed unless required by law or agreed by both parties. If any provision is found unlawful, the rest of the agreement will continue to operate. No person other than the parties to the booking has any right to enforce these terms unless such right is expressly provided by law. These terms, together with the confirmed booking details, quotation, and any written amendments, form the whole agreement between the parties concerning the service.
Governing law and jurisdiction are determined by the laws of England and Wales unless the service is supplied under a different UK legal regime that must apply by law. Any dispute arising from or connected with these service terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise. If you are a consumer, you may also benefit from statutory rights and dispute resolution routes that cannot be removed by contract. By using the service, you acknowledge that you have read, understood, and agreed to these terms in their entirety.
