UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to clients in the United Kingdom. By making a booking, confirming an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear, fair, and practical framework for the provision of our UK service, including how bookings are made, how payments are handled, what happens if changes are needed, and how responsibility is allocated where issues arise.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person accepting the quotation or booking the service. These UK service terms apply to all standard appointments, scheduled work, and related services unless we expressly agree otherwise in writing. Nothing in these terms affects any rights you may have under applicable consumer law.

These terms are designed for a broad range of service arrangements and may be used alongside a quotation, estimate, work order, or booking confirmation. If any document conflicts with these terms, the more specific written agreement will apply only to the extent of the inconsistency. The remainder of the terms will continue to apply in full.

1. Booking Process

Bookings may be requested by any agreed method, including online enquiry, written request, telephone confirmation, or acceptance of a quotation. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or advance payment. We may refuse or decline a booking for reasonable operational, safety, or capacity reasons.

At the time of booking, you must provide accurate and complete information about the service required, the site or premises, access arrangements, any known restrictions, and any matters that may affect the performance of the work. If the information supplied is incomplete or inaccurate, we may need to revise the quotation, reschedule the appointment, or withdraw the booking. You are responsible for ensuring that the service location is ready at the agreed time and that any permissions, access codes, permits, or prior approvals required for the work are in place.

2. Service Scope and Changes

The scope of the service will be as set out in the quotation, booking confirmation, or written description agreed between the parties. Any work not specifically included is outside the scope unless we agree to it in writing. If you request additional tasks, variation of the agreed work, or changes to timing, we may review pricing and availability before proceeding.

We will use reasonable skill and care in delivering the service in accordance with the agreed specification. However, the exact method, sequence, and materials used may be determined by us where this is reasonably necessary for efficient performance, compliance, or safety. Any estimated completion time is approximate unless we state otherwise in writing.

Where the nature of the service requires assessment on site, the final scope may depend on the condition of the property, access, environmental factors, or other practical considerations. If the actual requirements differ from the original description, we may revise the price, the timing, or both. We will usually discuss this with you before proceeding, unless immediate action is needed for safety or damage prevention.

3. Payments and Charges

Prices will be provided in a quotation, tariff, or booking confirmation where possible. Unless stated otherwise, all prices are exclusive of VAT and any applicable taxes or charges. Additional sums may be payable for extra labour, materials, urgent attendance, travel beyond the standard service area, waste handling, parking, tolls, or waiting time caused by delays outside our control.

Payment terms will be confirmed at the time of booking or invoicing. We may require a deposit, full prepayment, or staged payments depending on the nature and value of the service. Unless otherwise agreed, invoices must be paid within the period stated on the invoice. Time for payment is of the essence.

If payment is not made on time, we may suspend further work, withhold delivery of outputs or reports, and recover reasonable costs incurred in pursuing late payment. Interest may be charged on overdue amounts to the extent permitted by law. You must pay all sums due in full without deduction, set-off, or counterclaim unless required by law.

4. Cancellations, Rescheduling, and No-Shows

If you need to cancel or reschedule, you should notify us as soon as possible. Cancellations made with sufficient notice may avoid or reduce charges, depending on the service type and any costs already incurred. If you cancel after work has started, or if we have already reserved time, staff, materials, or subcontractors for your booking, you may be liable for reasonable cancellation fees and expenses.

Where a booking is cancelled because we are unable to access the site, required permissions are missing, or the premises are not ready for the service to be carried out, this may be treated as a late cancellation or no-show. In such cases, the full or partial charge may remain payable. We may also charge for any waiting time or wasted attendance where reasonably incurred.

We reserve the right to reschedule appointments if necessary due to adverse weather, safety concerns, staffing issues, equipment failure, supply delays, or circumstances beyond our reasonable control. In such circumstances, we will aim to offer an alternative time. We are not responsible for any indirect loss arising from a necessary rescheduling, provided we act reasonably and communicate the change promptly.

5. Liability and Limitations

We will carry out the service with reasonable care and skill. If we fail to do so, and this causes direct loss or damage, we may be responsible subject to the limits set out in these terms and any mandatory legal rights that apply. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

To the fullest extent permitted by law, we shall not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of anticipated savings. Our total liability for any claim arising out of or in connection with a particular service will not exceed the amount paid or payable for that service, except where a different limit is required by law.

You are responsible for ensuring that any information, items, or instructions you supply are accurate and suitable for the intended service. We are not liable for issues caused by defective materials supplied by you, hidden defects, pre-existing damage, undisclosed hazards, or faults arising from third-party work, unless we have expressly agreed to take responsibility for them.

6. Customer Responsibilities

You must provide safe and reasonable access to the premises or location where the service is to be carried out. This includes making sure that the area is clear enough for work to proceed and that any pets, children, valuables, fragile items, or hazardous substances are secured or removed as needed. If we are unable to work safely because of conditions on site, we may pause or stop the service and charge for time and costs already incurred.

You must inform us in advance of any known risks, including structural issues, electrical concerns, water leaks, contamination, asbestos, restricted access, or similar matters. If specialist equipment, protective measures, or additional precautions are required, further charges may apply. Failure to disclose relevant hazards may affect both the timetable and the scope of our responsibility.

You are also responsible for obtaining any consents, approvals, or permissions needed for the service, unless we have agreed in writing to obtain them on your behalf. Where the service involves shared premises, leasehold arrangements, or managed buildings, you must ensure that you have authority to instruct the work and that no rules are breached by the booking.

7. Waste Regulations and Disposal

Where the service produces waste, debris, packaging, or removed materials, the handling and disposal of such items will be carried out in accordance with applicable UK waste regulations and environmental requirements. We may charge separately for collection, transport, sorting, recycling, treatment, or lawful disposal where these activities are part of the service or are needed because of the nature of the work.

You must not ask us to dispose of prohibited, hazardous, or unidentified materials unless we have expressly agreed and confirmed that we are licensed or equipped to do so. If we discover waste that is contaminated, unsafe, or non-compliant with applicable rules, we may suspend the work until the issue is resolved. Any additional costs arising from incorrect waste descriptions, improper storage, or undisclosed hazardous material will be payable by you.

Title to waste may pass at the point of lawful removal only where permitted by law and where this is consistent with the service arrangement. We may require you to separate certain materials, provide suitable containers, or follow our disposal instructions. You remain responsible for ensuring that the waste created by your own activities is managed lawfully, even where we assist with removal.

8. Complaints, Defects, and Remedy

If you believe there is an issue with the service, you should notify us within a reasonable time after the issue becomes apparent. We may ask for photographs, a written description, or an opportunity to inspect the matter before deciding on a remedy. Where a defect is confirmed and we are responsible, we may choose to reperform the service, repair the issue, or offer an appropriate price adjustment.

You must give us a reasonable opportunity to investigate and resolve any complaint. We are not responsible for alleged defects where the issue results from misuse, normal wear and tear, lack of maintenance, unauthorised alteration, or work carried out by another person after our service was completed. Any remedy will be limited to what is reasonable in the circumstances and in line with your statutory rights.

Nothing in these terms affects your right to seek remedies under applicable consumer protection law where the service has not been supplied with reasonable care and skill, or where any other legal remedy is available. If you act as a business customer, additional exclusions and limits may apply to the extent permitted by law.

9. Force Majeure

We will not be liable for delay or failure to perform any obligation if the delay or failure is caused by events beyond our reasonable control. This includes, without limitation, severe weather, flood, fire, industrial action, pandemic-related disruption, transport interruption, supply shortages, power failure, government restriction, or the inability to access the site for reasons outside our control.

Where a force majeure event occurs, our obligations will be suspended for the duration of the event and we may reschedule the service or cancel it if performance becomes impracticable. If cancellation is necessary because of such an event, we will refund any sums paid in advance for work not carried out, less any non-recoverable costs reasonably incurred before cancellation, where permitted by law and the circumstances.

We will take reasonable steps to minimise disruption and, where feasible, communicate any resulting changes as soon as practicable. However, we are not liable for losses caused by delay or non-performance arising from a genuine force majeure event.

10. Data, Records, and Confidentiality

Any personal data processed in connection with a booking will be handled in accordance with applicable data protection law and our privacy practices, where relevant. We will use information supplied by you only for the purpose of providing and managing the service, unless we are required to use it for legal, accounting, or regulatory reasons.

Where appropriate, we may keep service records, photographs, notes, invoices, and communications relating to your booking for operational, quality, and legal purposes. We may also require you to provide supporting information if it is needed to verify the service conditions, assess liability, or process a complaint. We will take reasonable steps to protect confidential information, but we cannot guarantee absolute security.

If we are required by law, court order, insurer request, or regulatory obligation to disclose information, we may do so to the extent necessary. This does not affect any mandatory confidentiality obligations that apply by law.

11. Governing Law and Jurisdiction

These service terms and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by and construed in accordance with the laws of England and Wales, unless mandatory law requires otherwise. If the service is supplied in another part of the United Kingdom, the applicable local law may apply to the extent required by mandatory legal rules.

Where no mandatory rule provides otherwise, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising from or relating to these terms, the booking, or the service provided. If you are a consumer, you may also benefit from any jurisdictional protections available under applicable law.

12. General Provisions

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as severed and the remainder shall continue in force. Failure by us to enforce any right or remedy under these terms will not constitute a waiver of that right or remedy. Any variation to these terms must be agreed in writing unless a different form is required by law.

The headings in these terms are for convenience only and do not affect interpretation. These terms represent the entire agreement between the parties in relation to the relevant service, subject to any non-excludable rights and any express written variation. By proceeding with a booking, you confirm that you have read, understood, and accepted these UK service terms and conditions.