Terms and Conditions for UK Services

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or permitting work to begin, you agree to be bound by these terms. They are intended to create a clear, fair, and practical framework for both parties. In these terms, references to we, us, and our mean the service provider, and references to you and your mean the customer receiving the service. These conditions apply to all bookings unless we agree otherwise in writing.

These terms are designed to cover the main points that arise in a standard UK service agreement, including the booking process, payments, cancellations, liability, waste handling, and governing law. If any part of these conditions is found to be invalid or unenforceable, the remaining parts will continue to apply in full. Nothing in these terms affects your statutory rights under applicable consumer law.

We may update these terms from time to time to reflect changes in law, business practice, or the services we offer. The version that applies to your booking will be the version in force at the time your booking is confirmed, unless a later change is required by law. Any special agreement made for a particular job must be confirmed in writing and will apply only to that job unless we state otherwise.

1. Booking process

All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, or any other method we specify from time to time. A request does not create a binding contract until we have confirmed the details and accepted the booking. We may decline a booking for reasonable commercial, safety, or operational reasons.

When you make a booking, you must provide accurate and complete information about the service required, the property or location, any access issues, and any relevant risks or special conditions. If the information you give is inaccurate or incomplete, we may need to adjust the price, change the schedule, or cancel the appointment. We will not be responsible for delays or additional costs caused by incorrect information supplied by you.

Once a booking is accepted, we will usually confirm the service date, time window, scope of work, and price or pricing method. If the service is time-sensitive, you must tell us in advance so we can decide whether we can meet the required schedule. Any estimate given before confirmation is based on the information available at that time and may change if the scope, site conditions, or materials required differ from what was originally described.

You are responsible for ensuring that we can safely access the premises or work area at the agreed time. This includes arranging keys, permits, parking, entry codes, or any other access arrangements needed to carry out the service. If we cannot access the site, or if the site is not ready for work, we may charge a call-out fee or rescheduling fee where reasonable.

We may need to pause or vary the service if unforeseen issues arise, such as hidden defects, unsafe conditions, or factors outside our control. In those circumstances we will try to contact you promptly and explain the options. Any additional work will only be carried out with your agreement unless it is necessary to protect health, safety, or property.

2. Prices and payments

Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Prices may be fixed, hourly, daily, or based on a written estimate. Where a quote is provided, it will usually remain valid for the period stated in the quote, or if no period is stated, for a reasonable time only. A quote is based on the facts known to us and may be revised if the scope changes.

Payment terms will be confirmed at the time of booking or in the relevant invoice. We may require a deposit, part-payment, or full payment in advance, particularly for larger jobs, special orders, or services requiring materials to be purchased before work starts. Unless otherwise agreed, invoices are payable immediately or within the payment period stated on the invoice. Payment must be made in full without deduction, set-off, or withholding unless required by law.

If payment is not made on time, we may suspend further services, charge reasonable debt recovery costs, and charge interest on overdue sums where permitted by law. Any bank charges, chargeback fees, or costs arising from failed payment attempts may be passed on to you if they result from insufficient funds or incorrect payment details provided by you. Title to any goods supplied may remain with us until payment has been received in full.

3. Cancellations, postponements, and no-shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, the amount of preparation already carried out, and any materials or third-party costs already committed. If you cancel after we have begun preparing for the job, we may charge for work already completed and any non-recoverable expenses incurred.

If you cancel within a short period before the scheduled service time, or if you are not present when access is required, we may charge a cancellation fee, missed appointment fee, or reasonable portion of the agreed price. This is to cover lost time, staff allocation, and any costs we cannot recover. We will always aim to keep such charges proportionate and fair.

If we need to cancel or postpone the service due to circumstances beyond our control, including adverse weather, staff illness, supplier failure, transport disruption, or safety concerns, we will notify you as soon as reasonably possible and offer an alternative date where available. We will not be responsible for indirect losses arising from a delay, provided we have acted reasonably and in good faith.

4. Liability and limitations

We will provide our services with reasonable skill and care. If we fail to do so, we may, at our option, re-perform the service, remedy the issue, or offer a reasonable refund or price reduction where appropriate. Our liability is not excluded for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.

Subject to the above, we will not be liable for loss or damage caused by circumstances outside our reasonable control, including pre-existing defects, hidden conditions, third-party actions, or information supplied by you that is inaccurate or incomplete. We are not liable for loss of profit, loss of business, loss of anticipated savings, or indirect or consequential loss, to the extent permitted by law.

Where we work on or near your property, you must take reasonable steps to protect valuables, fragile items, and areas not being serviced. Unless we have expressly agreed to move or store items, you remain responsible for removing or securing anything that could be damaged during the work. We are not responsible for damage caused by items left in unsuitable positions or by pre-existing weakness, wear, or defects in the property or materials.

Any claim for loss or damage must be notified to us as soon as reasonably possible after the issue is discovered, and in any event within a reasonable time. You must allow us a fair opportunity to inspect the issue and, where appropriate, to remedy the situation. Failure to do so may affect the outcome of any claim, to the extent allowed by law.

5. Customer obligations

You must cooperate with us in relation to the service being provided. This includes giving accurate instructions, providing access, ensuring the site is safe, and notifying us of any special risks, including asbestos, hazardous substances, live services, restricted access, or fragile structures. If our team reasonably believes that work cannot be carried out safely, we may stop or refuse to start the service until the issue is resolved.

You must obtain any permissions, consents, licences, or approvals required from landlords, neighbours, managing agents, local authorities, or other third parties unless we have agreed in writing to do so. We are not responsible for delays or costs caused by your failure to obtain the necessary authorisations.

6. Waste regulations and disposal

Where our services involve removal, handling, or disposal of waste, both parties must comply with applicable UK waste regulations. We will manage waste in accordance with legal requirements and only where such waste falls within the scope of the service agreed. You must not ask us to remove prohibited, hazardous, or illegal materials unless we have expressly agreed and are legally permitted to do so.

Some waste materials may require specialist handling, segregation, documentation, or third-party disposal. If additional charges apply for lawful disposal, these will be explained where reasonably possible before the work proceeds. We may refuse to remove any item that could pose a health, safety, environmental, or legal risk. If we discover controlled or hazardous waste unexpectedly, we may pause work until a suitable solution is agreed.

When waste is transferred, you must ensure that any information you give about the waste is accurate and complete. If false or incomplete information results in extra costs, enforcement action, or disposal issues, you may be responsible for those consequences. Any waste transfer notes, receipts, or records required by law will be handled in line with our operational processes and legal obligations.

7. Materials, goods, and substitutions

Where the service includes materials or products, we may use items from our standard range or equivalent alternatives that meet the required specification. Minor variations in colour, finish, size, or packaging may occur and will not normally be treated as a breach, provided the product is suitable for its intended purpose. If a particular brand or model is essential, you must tell us before the job is confirmed.

If a product becomes unavailable or subject to supply issues, we will try to offer a reasonable substitute of comparable quality and value. We will not make any significant change without consulting you first where that is reasonably practicable. Any goods supplied may remain subject to the manufacturer’s warranty, in addition to any rights you may have under law.

8. Force majeure and delays

We are not responsible for failure or delay in performance caused by events outside our reasonable control, including severe weather, fire, flood, accident, epidemic, industrial action, supply shortages, acts of government, or interruption to transport or utilities. If such an event occurs, we will take reasonable steps to minimise disruption and resume the service as soon as practical.

Where the delay is temporary, we may rearrange the booking rather than cancel it. If the delay becomes prolonged or the service becomes impossible to complete, either party may be entitled to end the affected booking without further liability, except for payment for work already carried out or costs properly incurred before the event occurred.

9. Termination

We may end or suspend the service immediately if you seriously breach these terms, fail to pay, refuse reasonable access, provide unsafe working conditions, or behave in a threatening, abusive, or unlawful manner towards our staff or representatives. In such circumstances, you may remain responsible for sums due for work completed and any reasonable costs already incurred.

You may also terminate a booking if we materially breach these terms and do not remedy the issue within a reasonable time after being notified, where a remedy is possible. Termination does not affect rights and obligations that are intended to continue after the service ends, including payment obligations, liability provisions, and any clauses that by their nature survive completion.

10. Data use and confidentiality

Any personal data provided in connection with a booking will be handled in accordance with applicable data protection law. We will use such information only for legitimate business purposes connected with the service, administration, compliance, and record-keeping, unless we are required to use it otherwise by law. Both parties should keep commercially sensitive information confidential unless disclosure is required for performance of the service or by law.

We may keep records relating to quotations, bookings, invoices, correspondence, and service history for operational, legal, and accounting purposes. You should also keep your own records of booking confirmations, payments, and any agreed variations to the service.

11. Governing law and disputes

These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales will have exclusive jurisdiction, except where consumer legislation gives you the right to bring proceedings elsewhere.

If a disagreement arises, both parties should first try to resolve it in a reasonable and constructive manner. We encourage early communication so that issues can be addressed promptly and proportionately. Nothing in this clause prevents either party from seeking urgent injunctive relief or other court orders where necessary.

12. General provisions

No failure or delay by us in exercising any right or remedy under these terms shall operate as a waiver of that right or remedy. A person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term, unless we expressly state otherwise in writing.

These terms, together with the booking confirmation and any agreed written variations, form the entire agreement between us and you regarding the service. They supersede prior discussions, representations, or understandings relating to the same subject matter. In the event of any conflict, the written booking confirmation will prevail over any earlier summary or estimate to the extent of the inconsistency.