UK Service Terms and Conditions
These UK service terms and conditions set out the basis on which services are supplied, scheduled, paid for and completed. They are designed to support a clear, fair and consistent service relationship between the service provider and the customer. By making a booking, confirming an order, or allowing work to begin, the customer agrees to these terms. Where the wording refers to “we”, “us” or “our”, it means the service provider. Where it refers to “you” or “your”, it means the customer receiving the services. These terms apply to all agreed service work unless a separate written agreement states otherwise.
For the purposes of these service terms, the word “services” includes any labour, attendance, inspection, collection, removal, delivery, fitting, installation, maintenance, or other task agreed at the time of booking. Any quotation or estimate is provided on the basis of the information available at the time and may be adjusted if the actual scope of work changes. The customer is responsible for ensuring that the information supplied is accurate and complete. If there is any inconsistency between these terms and a written service agreement signed by both parties, the written service agreement will take priority for the matters it covers.
A booking is only confirmed once we have accepted it, whether verbally, in writing, or through an online or administrative booking process. A booking request does not guarantee availability. We may decline a request if the required resources, dates, staff, access, or legal conditions are not suitable. When confirming a booking, we may ask for essential information such as the service address, the nature of the job, access requirements, hazardous materials, parking restrictions, or any other details needed to deliver the work safely and efficiently. If any of those details change before the appointment, you must notify us as soon as possible.
It is your responsibility to ensure that the site, property, or area where the services are to be provided is ready for attendance at the agreed time. This includes providing safe access, any necessary permissions, and accurate instructions for entry, parking, loading, unloading, or work commencement. Delays caused by missing information, restricted access, incorrect directions, failure to prepare the site, or the absence of a responsible person may result in additional charges or rescheduling. We may also refuse to start or continue the service if we believe the conditions are unsafe, unlawful, or materially different from the booking information.
If the services are being provided at your premises, you are responsible for securing valuables, fragile items, and any property not intended to be handled as part of the work. Unless expressly agreed in writing, we are not responsible for moving items that are fixed, concealed, unsafe to move, or likely to cause damage if handled. Any special requirements should be disclosed during booking. We will use reasonable care and skill when performing the services, but the success of the work may depend on factors outside our control, including the condition of the site, weather, third-party actions, or inaccurate instructions.
Payments must be made in the manner and by the due date agreed at the time of booking or invoicing. Unless otherwise stated, prices are quoted exclusive of taxes, charges, surcharges, and any additional costs arising from changes to the original scope of work. Where an estimate is given rather than a fixed price, the final amount may vary depending on the time spent, materials used, access issues, waiting time, or unforeseen complications. We may require a deposit, advance payment, or staged payment for some services, and work may be suspended if payment conditions are not met.
Invoices are payable in full without deduction or set-off unless required by law. If payment is overdue, we may charge interest and reasonable recovery costs to the extent permitted by applicable law. Any discount, concession, or promotional price only applies if clearly stated and may be withdrawn where the customer breaches these terms. Service payment terms are based on timely settlement, and repeated non-payment may lead to refusal of future bookings. We reserve the right to pause or withhold completion of work, reports, documents, or release of goods until outstanding sums are paid in full.
We may revise prices before or during the booking process if there is a change in the scope of services, required materials, access conditions, legal compliance costs, or other material assumptions on which the original price was based. If a price increase is necessary after the booking is confirmed, we will explain the reason where reasonably possible. If you do not agree to the revised price, you may be entitled to cancel the service in accordance with the cancellation terms below, subject to any charges already incurred.
Cancellations and rescheduling must be made as early as possible. If you wish to cancel a booking, you should provide notice within the timeframe stated at the point of booking or, if none was stated, within a reasonable period before the scheduled start time. We may charge a cancellation fee where we have reserved time, staff, equipment, or materials for your booking, or where work has already begun. The amount of any fee will reflect the losses reasonably incurred and may include preparation costs, travel, administration, and non-recoverable supplier expenses.
If you ask to reschedule, we will try to accommodate a new date where possible, but availability cannot be guaranteed. A rescheduled booking may be treated as a cancellation of the original appointment followed by a new booking if the change is made at short notice or if the new date is outside our availability. If we need to cancel or postpone due to illness, safety concerns, operational failure, severe weather, supplier issues, or other events beyond our reasonable control, we will aim to offer an alternative date or suitable replacement arrangement. Our liability for such changes is limited to the extent permitted by law.
If you fail to attend, are unavailable, deny access, or do not provide the conditions needed for us to begin or complete the services, this may be treated as a late cancellation or missed appointment. In those circumstances, we may charge a fee for wasted time and costs reasonably incurred. Where materials have been ordered specifically for your booking, you may also be responsible for those costs if they cannot be returned or repurposed. Any refund due will be reduced by lawful deductions for services already performed or expenses properly incurred.
We will perform the services with reasonable care and skill and in accordance with the agreed description, subject to any limitations disclosed before or during the booking. However, we do not guarantee outcomes that depend on matters outside our control, including pre-existing defects, hidden conditions, customer instructions, third-party conduct, or changes made after completion. The customer must provide accurate information and notify us of any risks, restrictions, or special circumstances that could affect performance. Where relevant, you must ensure that any required permissions, consents, or access rights are in place before work starts.
Liability is limited to losses directly caused by our breach of contract or negligence and only to the extent such losses are reasonably foreseeable. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to those mandatory rights, we are not responsible for indirect loss, loss of profit, loss of business, loss of goodwill, data loss, or consequential damage arising from the services or from delays in performing them.
Nothing in these UK service conditions affects your statutory rights as a consumer where applicable. If we provide any materials, parts, or products as part of the service, any manufacturer guarantee will apply according to its own terms, and we do not provide additional guarantees unless expressly stated in writing. Where a defect in our work is notified within a reasonable time, we may choose to repair, re-perform, or refund the affected part of the service, provided the issue was caused by us and not by misuse, damage after completion, or factors outside our control.
Any waste generated during the service must be handled in accordance with applicable waste regulations. You must tell us in advance if any items, materials, or substances may be hazardous, regulated, contaminated, or require specialist handling. We may refuse to collect, transport, remove, or dispose of anything that would breach legal requirements, create an environmental risk, or exceed the scope of our licence, training, or equipment. Where waste removal is part of the service, the customer remains responsible for ensuring that the waste is accurately described and correctly classified.
We may charge additional fees for sorting, segregating, loading, documentation, disposal, recycling, or compliant handling of waste where those tasks are required. You must not conceal prohibited, dangerous, or unlawful items within other materials. If we discover waste that has not been declared correctly, we may suspend the service, request further instructions, or arrange lawful disposal at your cost. The customer is also responsible for any fines, penalties, claims, or clean-up costs arising from inaccurate descriptions, illegal disposal requests, or failure to comply with environmental obligations.
Where waste transfer notes, duty-of-care records, or similar documents are required, the parties must provide accurate information and retain copies where appropriate. We may require confirmation of the waste type, quantity, origin, and intended destination before accepting it. If any item cannot lawfully be taken, processed, or disposed of as planned, we may decline the work without liability for resulting delay or inconvenience. These waste regulation requirements apply alongside all other parts of the service agreement and continue to apply even after the main service has been completed.
Force majeure events include circumstances beyond our reasonable control, such as severe weather, fire, flood, industrial action, transport disruption, utility failure, public authority action, supply shortages, or emergency closures. Where such an event prevents or delays performance, we will take reasonable steps to minimise disruption, but we will not be liable for delay or non-performance caused by that event. If the disruption continues for an extended period, either party may be entitled to cancel the affected booking without further liability except for amounts already due for work completed or expenses properly incurred.
We may assign, subcontract, or otherwise arrange for suitable third parties to perform all or part of the services, provided that this does not reduce our obligations under these terms. You may not transfer your booking or rights under this agreement without our written consent. Any notices given under these terms should be in writing unless we agree another method. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force, and the invalid part will be interpreted to the minimum extent needed to make it lawful where possible.
The agreement between us is the entire agreement relating to the booked services unless a separate written contract says otherwise. No statement, promise, or representation made before the booking becomes part of the agreement unless expressly confirmed in writing. A failure by either party to enforce a right on one occasion does not waive that right for future occasions. These terms are intended to be interpreted consistently with consumer law and general contract law, and any ambiguity should be read in a way that is fair and lawful.
Governing law and jurisdiction: these UK service terms and conditions are governed by the laws of England and Wales, unless another part of the United Kingdom must apply by mandatory legal rule or by the nature of the contract. Any dispute arising from or relating to the services, booking, payment, cancellation, liability, or waste handling will be subject to the exclusive or non-exclusive jurisdiction of the courts having authority under applicable law. If you are a consumer, this clause does not remove any mandatory rights you may have under consumer protection law.
By proceeding with a booking, you confirm that you have read, understood, and agree to be bound by these terms. If you are booking on behalf of a business, organisation, landlord, or other principal, you confirm that you have authority to enter into the agreement and that the person or entity on whose behalf you act will be responsible for payment and compliance with these terms. These service terms and conditions apply to the fullest extent permitted by law.
