Terms and Conditions for UK Services

These service terms and conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, confirming a quotation, or allowing work to begin, you agree to these terms. They are intended to create a clear, fair, and practical understanding between the customer and the service provider. For the purposes of this document, references to we, us, and our mean the service provider, and references to you and your mean the customer who places the booking or receives the service.

These UK service terms apply to all orders, appointments, and service visits unless we agree otherwise in writing. They cover the booking process, payment arrangements, cancellations, liability, waste handling, and the law that governs the agreement. Please read the full document carefully before confirming any booking. If you do not agree with any part of these terms and conditions, you should not proceed with the service.

1. Booking Process

A booking may be made by phone, email, online form, written request, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and provided a confirmation in writing or by another clear communication method. We may ask for details about the service location, the nature of the work, access requirements, parking, timing preferences, and any special instructions needed to complete the work safely and effectively.

When you request a service, you must ensure that all information provided is accurate, complete, and up to date. This includes any details that may affect the price, the schedule, the time required, or the materials needed. If the information you provide is incorrect or incomplete, we may revise the quotation, alter the appointment, or decline to continue with the booking. We may also refuse a job if, in our reasonable opinion, it would be unsafe, unlawful, or impractical to carry out.

We reserve the right to allocate the most suitable team member, vehicle, equipment, or method for the service. Appointment times are estimates unless we have expressly agreed a fixed time. Delays caused by traffic, weather, third-party access issues, equipment failure, or circumstances beyond our control do not automatically entitle you to compensation. Where possible, we will keep you informed of any material change to the timing of the service.

If the service requires access to your premises, you are responsible for ensuring that the site is reasonably accessible, safe, and ready for the work to begin at the agreed time. Any failure to provide access, or the presence of hazards not disclosed in advance, may result in additional charges, rescheduling, or cancellation at our discretion. Where the service depends on your cooperation, you must provide that cooperation promptly and in good faith.

2. Prices and Payments

All prices will be stated in pounds sterling unless otherwise agreed. Prices may be provided as a fixed quote, an estimate, or a rate based on time, materials, or scope. A quote remains valid for the period stated in the quotation, or, if no period is stated, for a reasonable time only. An estimate is not a fixed price and may change if the scope of work changes, if hidden conditions are discovered, or if the information originally supplied was inaccurate.

Payment terms will be stated at the point of booking or on the invoice. We may require a deposit, advance payment, staged payments, or full payment before, during, or after completion of the service. Unless otherwise agreed, invoices are payable immediately on receipt or within the stated payment period. Late payments may result in suspension of further services, recovery action, and any reasonable costs incurred in collecting the debt, to the extent permitted by law.

We may adjust the price if additional work becomes necessary due to matters outside our control, unforeseen site conditions, customer requests made after confirmation, or a change in the agreed specification. If a price adjustment is required, we will explain the reason for it where reasonably practicable before proceeding. You will remain responsible for payment of any properly incurred extra charges.

Unless we agree otherwise, all payments must be made using the methods specified on the invoice or booking confirmation. Any bank charges, card fees, or transfer costs imposed by your payment provider are your responsibility. We may withhold delivery of completed work, return visits, or related documents until overdue sums have been paid in full.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving us notice within a reasonable time before the appointment. The exact notice period may depend on the type of service, the lead time involved, and any preparatory work already carried out. If you cancel after we have begun preparations, ordered materials, assigned staff, or reserved time specifically for your booking, we may charge a cancellation fee that reflects our actual loss and reasonable costs.

If you fail to provide access, are not present when required, or do not make the site available as agreed, this may be treated as a cancellation or missed appointment. In such cases, we may charge for wasted travel, labour, waiting time, parking, disposal arrangements, or other costs reasonably incurred. We may also offer a new appointment subject to availability and additional charges where appropriate.

We may cancel or reschedule a service where necessary for operational reasons, safety concerns, adverse weather, equipment issues, staff unavailability, or events outside our reasonable control. If we cancel, we will aim to give notice as soon as reasonably possible and, where appropriate, offer an alternative date or refund any prepaid amount for the cancelled portion of the service. We will not be liable for losses resulting from cancellation where the cause is beyond our reasonable control.

If you request changes to the appointment date, scope, or service location, we will do our best to accommodate the request, but any change is subject to availability and may affect the price. Changes should be made in writing or through the agreed booking method so that the revised arrangement is clear to both parties.

4. Service Delivery and Customer Responsibilities

We will use reasonable skill and care in carrying out the service, and we will aim to complete the work in accordance with the description, quotation, or agreed specification. However, the exact method used may differ where we reasonably consider an alternative approach to be safer, more efficient, or better suited to the task. Any materials supplied by us remain subject to the product specifications or manufacturer instructions, where applicable.

You must ensure that all areas where work is to be carried out are reasonably safe, that children and pets are supervised, and that fragile or valuable items are removed or protected unless we have agreed otherwise. You are also responsible for telling us about any known hazards, concealed services, restricted access, or conditions that could affect the service. If you instruct us to proceed despite a risk you have disclosed, we may refuse or limit the work.

Where the service involves disposal, removal, clearance, or transport of items, you must confirm that you are entitled to arrange such disposal and that the items are not stolen, prohibited, hazardous, or otherwise restricted by law. Ownership of items set aside for removal is deemed to pass to us only where this is stated in writing or where this is clearly necessary for the lawful provision of the service.

Waste and environmental regulations are an important part of our operations. We will handle waste in accordance with applicable UK requirements, including the duty of care principles that apply to collection, storage, transfer, and disposal. You must not ask us to remove waste that is illegal to handle, improperly packaged, or unsafe without prior disclosure. Where special handling, permits, or segregated disposal are needed, additional charges may apply.

Waste, Disposal, and Prohibited Materials

You are responsible for identifying any items that may contain hazardous substances, electrical components, sharp objects, confidential records, clinical waste, chemicals, oils, asbestos, gas cylinders, batteries, or other controlled materials. If such items are discovered after work has started, we may suspend the service, seek further instructions, or arrange specialist handling at your cost. We do not accept liability for penalties, delays, or losses caused by your failure to disclose prohibited or controlled materials.

Where waste is transferred to an authorised third party, transported by us, or disposed of directly, the service may be subject to additional terms relating to loading, classification, and compliance documentation. You agree to provide any information we need to meet our legal obligations and to cooperate with reasonable requests for evidence, declarations, or authorisations relating to the waste stream.

Any waste transfer documentation, receipts, or records that we are required to keep will be retained in accordance with law and our internal policies. If you request copies of relevant documentation, we may provide them where we are legally permitted to do so. You must not mix controlled waste with general waste unless the law and our instructions allow it.

5. Liability and Limitations

Nothing in these service 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 under UK law. Subject to that, our total liability arising out of or in connection with the service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law.

We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of goodwill, or business interruption, except where such loss is caused by our negligence and cannot be excluded by law. We are also not liable for delays, defects, or failures caused by inaccurate instructions, concealed defects, pre-existing damage, third-party acts, customer interference, or events outside our reasonable control.

Any claim for damage must be notified to us within a reasonable time after discovery and before the affected item, area, or condition is altered further, where practicable. You must take reasonable steps to minimise loss or damage once an issue has arisen. Failure to do so may reduce any remedy available to you. We may inspect the relevant site, item, or evidence before accepting responsibility or offering a remedy.

If we agree that a service defect has occurred, we may choose, at our discretion and subject to law, to re-perform the service, repair the issue, or provide a refund for the affected portion only. This is the full extent of our obligation unless additional rights apply under mandatory consumer law. Any warranty or guarantee we offer will be limited to the scope, duration, and conditions stated at the time it is given.

6. Complaints, Disputes, and Records

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so it can be reviewed and, where appropriate, resolved. We may ask for photographs, documents, or a brief written description of the concern. Keeping clear records helps both parties deal with issues fairly and efficiently. Nothing in this section affects your statutory rights.

We may keep records of bookings, communications, invoices, attendance, and service notes for administrative, legal, and evidential purposes. Such records will be handled in line with applicable data protection requirements and retained only for as long as necessary. Any personal data provided in connection with the service will be used only for legitimate business purposes and lawful compliance.

7. Force Majeure

If a force majeure event continues for an extended period, either party may be entitled to cancel the affected booking on reasonable notice. In that case, any payment made in advance for work not carried out will be refunded, subject to any costs already properly incurred for materials, third-party charges, or completed parts of the service.

8. Governing Law and Jurisdiction

Any dispute that cannot be resolved amicably should be handled by the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law. Each party agrees to comply with lawful orders of the relevant court or tribunal. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

These UK service terms represent the entire agreement between the parties concerning the service, unless supplemented by a written quote, schedule, or addendum signed or accepted by both parties. No failure or delay in enforcing any right under these terms shall operate as a waiver of that right. Any variation must be agreed in writing.