UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are supplied to customers in the United Kingdom. By placing a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear and fair framework for a UK service agreement, including how bookings are made, how fees are paid, how cancellations are handled, and how responsibilities are shared between the parties. If any part of these terms is not understood, the customer should review them carefully before proceeding.

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 service conditions apply to all standard bookings unless a separate written agreement states otherwise. Where a specific quotation, estimate, or written scope of work contains different wording, that wording will apply only to the extent it clearly changes these terms. Any change must be confirmed in writing to be valid.

We reserve the right to update these service terms from time to time to reflect operational, legal, or commercial changes. The version in force at the time of booking will normally apply to that booking, unless a later written variation is agreed. No modification will be treated as binding unless it is set out clearly and accepted by both parties. These terms are designed to support a professional and transparent UK service contract while remaining straightforward and practical.

1. Booking Process

Bookings may be made using the methods we make available from time to time, including written request, online submission, or direct confirmation of an estimate. A booking is only accepted when we have confirmed it and, where relevant, received any deposit or initial payment requested. Until confirmation is issued, any price, availability, or completion date should be treated as provisional. We may decline a booking where we reasonably believe that the requested work is unsuitable, unsafe, outside our scope, or not commercially viable.

When making a booking, you must provide accurate and complete information, including the service required, the property or site address, access details, and any known hazards or restrictions. If the information provided is incomplete or incorrect, we may need to revise the quotation, delay the appointment, or cancel the booking. For certain service arrangements, we may request photographs, site details, measurements, or additional documents to assess the work properly. Any estimate given before inspection may be subject to change if the actual conditions differ from those described.

Confirmed dates and times are given in good faith, but they are not guaranteed where circumstances beyond our control prevent attendance or completion as scheduled. We will use reasonable efforts to notify you if we need to amend the booking. You must ensure that access is available at the agreed time and that any necessary permissions, keys, parking, permits, or site authorisations are in place. If access is not available, the appointment may be treated as a missed booking and charges may apply.

2. Prices and Payments

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on fixed fees, estimated fees, hourly rates, or a combination of these, depending on the nature of the service. Where a quotation is provided, it will usually remain valid for the period stated in the quotation, or if no period is stated, for a reasonable time. Unless expressly stated, quotations do not include unforeseen additional work, extra materials, specialist equipment, waste disposal charges, or costs caused by restricted access or inaccurate information.

Payment terms will be confirmed at the time of booking or on the invoice. We may require full payment in advance, part payment, or payment on completion depending on the type and value of the service. If a deposit is requested, the booking may not be secured until that deposit is received. Unless otherwise agreed in writing, all invoices must be paid in full by the due date shown. Late or non-payment may result in suspended work, cancellation of the booking, and recovery action where appropriate.

We may charge interest on overdue sums at the statutory rate permitted by law, together with any reasonable costs incurred in recovering the debt. Any discount, promotional pricing, or special rate is offered at our discretion and may be withdrawn if payment terms are not met. If a customer disputes any part of an invoice, they must notify us promptly and pay any undisputed amount by the due date. A payment dispute does not entitle the customer to withhold all sums due.

3. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule a booking, you should do so as soon as possible. Cancellation charges may apply depending on the amount of notice given, whether materials have been ordered, whether staff have been scheduled, and whether the service has already commenced. Where a deposit has been paid, it may be non-refundable to the extent that costs have already been incurred. If work has started, you may be charged for the work completed, time spent, and any non-returnable costs.

We may cancel or reschedule a booking where this is necessary due to safety concerns, staff illness, equipment failure, adverse weather, unavailable access, non-payment, or events outside our control. If we cancel for a reason within our reasonable control, we will usually offer an alternative date or, where appropriate, a refund of sums paid for work not carried out. If cancellation or delay is caused by force majeure or by your actions or omissions, we will not be responsible for resulting losses, and any reasonable costs already incurred may still be payable.

If you fail to attend, are not present when required, or do not provide access or necessary authorisation, the appointment may be marked as a missed booking. In that event, we may charge a call-out fee, waiting time, or the full fee for the reserved slot where this is reasonable. A missed booking may also require a new appointment to be arranged. We are not liable for any loss arising from a customer’s failure to keep the agreed date or provide the conditions needed for service delivery.

4. Waste Regulations and Site Responsibilities

Where our services involve removal, handling, transport, or disposal of waste, both parties must comply with applicable UK waste regulations and any site-specific requirements. You are responsible for informing us in advance about any hazardous, contaminated, restricted, or regulated materials. We will only handle waste types that fall within the agreed scope and our lawful operational permissions. If additional classification, segregation, packaging, or documentation is needed, we may charge extra and may suspend the work until the necessary arrangements are in place.

Waste must be presented in a safe, accessible, and lawful manner. Unless we agree otherwise, you remain responsible for ensuring that waste is not mixed with prohibited materials, confidential documents, chemicals, or items requiring specialist treatment. If we discover waste that is misdescribed, incorrectly sorted, or unsuitable for the planned collection or disposal method, we may refuse to remove it, adjust the fee, or arrange an alternative disposal route at your cost. You agree to provide truthful information about the nature and quantity of waste.

Any permits, consents, or local authorisations needed for placing containers, accessing private land, or carrying out site work are your responsibility unless we specifically agree in writing to obtain them. You must also make reasonable arrangements to protect floors, surfaces, fixtures, and neighbouring property where necessary. We are entitled to rely on the information you provide about the site and waste streams, and we will not be liable for delays or penalties caused by inaccurate declarations or unlawful disposal instructions given by the customer.

5. Service Delivery and Customer Obligations

The service will be carried out with reasonable care and skill, using suitably qualified staff or contractors where appropriate. Any dates, durations, or completion times are estimates unless confirmed as fixed in writing. You must cooperate fully during the performance of the service, including providing access, answering relevant questions, and ensuring that the working area is reasonably clear and safe. If the condition of the site changes after booking, you should notify us without delay so that the service can be adjusted if necessary.

You are responsible for the safety of occupants, pets, visitors, and any vulnerable persons on the premises during the period of service, unless we have expressly agreed to take additional precautions. If you ask us to work around delicate items, hidden services, or pre-existing defects, you do so at your own risk unless the issue has been identified and accepted by us in writing. We may pause or stop work if conditions are unsafe, illegal, or materially different from those disclosed at booking.

6. Liability

Nothing in these terms limits or excludes 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, we will not be liable for indirect, incidental, special, or consequential losses, including loss of profit, business interruption, loss of opportunity, or loss of data. Our total liability arising from any single booking will be limited to the total amount paid or payable for the relevant service, except where a different limit is required by law.

We are not responsible for damage caused by pre-existing defects, inadequate maintenance, hidden faults, structural weakness, unsuitable materials, or circumstances that were not reasonably visible or disclosed before work began. Where an issue arises, we may seek to rectify it within a reasonable time if it is fair and practical to do so. You must take reasonable steps to reduce any loss, and we will not be responsible for losses that could reasonably have been avoided. Any claim should be raised as soon as possible after the issue is discovered.

To the extent permitted by law, we are not liable for delay or failure caused by events outside our reasonable control, including severe weather, transport disruption, labour shortages, power failure, supply chain interruption, or acts of third parties. If such an event occurs, our obligations will be suspended for the duration of the event and we will act reasonably to resume the service. We will not be liable where the customer’s own act, omission, or breach of these terms contributes to the problem.

7. Complaints and Remedies

If you believe the service has not been delivered in accordance with these terms, you should inform us promptly and provide relevant details so that the matter can be reviewed. We may ask for photographs, descriptions, or other evidence to help assess the issue. Where a complaint is justified, our usual remedy will be to re-perform the relevant part of the service, correct the issue, or agree a fair adjustment. A refund or partial refund will be considered where other remedies are not suitable or cannot be provided within a reasonable time.

Any claim for a breach of contract or defective service should be made within a reasonable period after completion or discovery of the issue. This helps both parties preserve accurate records and resolve concerns efficiently. These service terms and conditions do not remove statutory rights that apply to consumers or business customers under applicable UK law. If a remedy is available under law, these terms will be interpreted in a way that does not unlawfully restrict it.

8. Data, Records, and Confidentiality

We may keep records relating to bookings, payments, site details, and communications for operational, accounting, and legal purposes. Any personal data will be handled in accordance with applicable data protection laws and used only where there is a lawful basis to do so. You must not provide information that is false, misleading, or unlawful. Where we receive confidential information in the course of providing a UK service, we will take reasonable steps to keep it confidential, subject to legal disclosure requirements.

Each party must keep the other’s non-public commercial information confidential where that information is clearly identified as confidential or would reasonably be understood to be so. Confidentiality does not apply where disclosure is required by law, regulation, court order, insurer request, or legitimate professional advice. We may also use anonymised service information for internal analysis, quality control, and business administration. Nothing in these terms prevents us from keeping records needed to defend or enforce our rights.

9. Governing Law and General Provisions

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales, unless another UK jurisdiction is expressly stated in writing. The courts of England and Wales shall have exclusive jurisdiction, except where consumer protection law requires otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force and the invalid part will be treated as modified to the minimum extent necessary.

Failure or delay by either party in exercising a right under these terms does not mean that right has been waived. Any waiver must be clearly stated in writing. These terms, together with the quotation, invoice, booking confirmation, and any written variations, form the entire agreement between the parties relating to the service. No person other than the customer and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless we expressly agree otherwise.

By proceeding with a booking, the customer confirms that they have read, understood, and accepted these UK service terms. The parties intend to act fairly and reasonably, and to resolve issues cooperatively where possible. These terms are designed to support reliable service delivery, clear payment expectations, lawful waste handling, and balanced risk allocation for both parties. Where local or sector-specific rules apply to a particular service, they will operate alongside these terms to the extent required by law.