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 otherwise instructing us to carry out work, you agree to be bound by the following terms. Please read them carefully before proceeding.

1. Scope of Services. We provide services as described at the point of quotation, estimate, or booking confirmation. The exact nature of the work may vary depending on the customer’s requirements, the condition of the property or site, access, and any information supplied before the appointment. Any variations requested after the booking is confirmed may result in revised pricing, changes to timing, or additional conditions.

These UK service terms apply to domestic and commercial customers unless a separate written agreement has been made. In the event of any conflict between these terms and a specific written contract, the written contract will prevail to the extent of that conflict.

2. Booking Process. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. Customers must provide accurate, complete, and up-to-date information when requesting a quote or making a reservation. This includes the service address, access conditions, relevant site restrictions, and any details that may affect the safe or lawful delivery of the service.

We may decline or cancel a booking if we consider that the requested work is unsuitable, unsafe, unlawful, or outside the scope of our capabilities. We may also refuse a booking if the customer has previously failed to pay, has provided misleading information, or has not met any required conditions. Booking times are estimates unless expressly agreed as fixed appointments. Delays may occur due to weather, traffic, staffing, equipment issues, or circumstances beyond our reasonable control.

Where a visit requires preparation by the customer, such as clearing access, securing pets, or providing permissions, the customer is responsible for completing those steps in advance. If we arrive and are unable to carry out the service because the site is not ready, accessible, or safe, we may charge a call-out fee, waiting fee, or cancellation charge, as applicable.

3. Prices and Quotations. Any price displayed, estimated, or quoted is based on the information available at the time. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or revised if the scope changes. Prices may exclude additional materials, specialist equipment, parking, waste handling, or unforeseen work required to complete the service properly.

We reserve the right to update our fees to reflect changes in labour costs, material costs, subcontractor charges, or statutory requirements. If a change affects a confirmed booking, we will try to notify the customer before work begins. Where the revised cost is materially higher than the original quote, the customer may be given the option to proceed, reschedule, or cancel in accordance with these terms.

4. Payments. Payment terms will be confirmed at booking or invoicing stage. Unless otherwise agreed, payment is due immediately upon completion of the service or upon receipt of invoice. For some jobs, we may require a deposit, advance payment, staged payments, or full payment before work starts. Accepted payment methods may vary and are subject to change.

If payment is not made when due, we may suspend further services, withhold completion certificates or documentation where lawful, and charge interest or reasonable administrative costs on overdue sums, subject to applicable law. We may also pass unpaid debts to a third-party recovery agent or take legal action to recover outstanding amounts. The customer remains responsible for all lawful recovery costs incurred as a result of non-payment.

Any bank charges, card fees, foreign exchange costs, or failed payment charges incurred due to the customer’s chosen payment method may be added to the amount due, where permitted by law. Receipts or invoices will be issued in electronic or paper form depending on the arrangement made.

5. Cancellations and Rescheduling. Customers may request a cancellation or amendment to a booking, but any entitlement to a refund or free rescheduling will depend on the notice provided and the stage of preparation already completed. If notice is given within a reasonable period before the scheduled date, we may offer a full or partial refund, credit, or rescheduled appointment at our discretion, unless a non-refundable deposit was agreed.

If a booking is cancelled by the customer at short notice, or if we are unable to complete the work because of customer fault, we may retain the deposit and/or charge reasonable compensation for costs already incurred. This may include labour allocation, materials ordered, travel, or specialist equipment reserved for the job. If we must cancel due to unforeseen circumstances, we will use reasonable efforts to rearrange the appointment or refund any prepaid sums for the undelivered portion of the service.

Where a customer repeatedly reschedules, fails to attend, or prevents access on the appointed day, we may treat the booking as cancelled and apply any relevant charges. We are not responsible for losses arising from delays caused by events outside our control, including severe weather, road closures, supply disruption, power failure, industrial action, or public authority restrictions.

6. Customer Responsibilities. The customer must ensure that all information provided is accurate and that the premises, site, or item to be serviced is in a condition suitable for the agreed work. The customer must disclose any hazards, contamination, structural defects, asbestos risk, restricted access, or other issues that could affect safety or performance. If a service depends on utilities, equipment, licences, keys, or permissions, these must be available at the time of attendance.

If the service is to be carried out in an occupied property, the customer must take reasonable steps to protect valuables, fragile items, confidential materials, pets, and children. We are entitled to refuse or suspend work if, in our judgment, conditions are unsafe or the customer’s conduct prevents proper performance of the service. Any loss or delay caused by incomplete information or failure to prepare the site may be charged to the customer where lawful.

7. Materials, Access, and Site Conditions. Where materials or goods are supplied as part of the service, any estimates are based on standard specifications unless otherwise agreed. Substitute materials may be used if necessary for availability, compatibility, safety, or performance, provided the overall quality remains reasonable and fit for purpose. Ownership of supplied goods may remain with us until paid for in full, where permitted by law.

Customers must ensure reasonable access for our personnel, vehicles, tools, and equipment. If access is restricted and additional time, labour, or specialist arrangements are required, extra charges may apply. We are not liable for unavoidable delays caused by concealed conditions, pre-existing defects, or inaccurate descriptions of the site or item being worked on.

8. Liability. We will perform the service with reasonable care and skill. If we fail to do so, our liability is limited, subject to any rights you may have under law. We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

To the fullest extent permitted by law, we are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or damage arising from circumstances beyond our control. Where we are found liable for loss or damage, our total liability in connection with the relevant service will be limited to the amount paid or payable for that specific service, unless a higher limit is required by law.

Nothing in these service terms and conditions affects your statutory rights as a consumer. If the service is defective, not as described, or not carried out with reasonable care and skill, you may be entitled to a remedy under applicable consumer law. Any claim should be raised within a reasonable time after the issue becomes apparent.

9. Waste Regulations. Where our service involves the removal, handling, or disposal of waste, the customer agrees to comply with all relevant waste regulations and legal duties. Waste will only be removed if it has been agreed in advance and is lawful to transport and dispose of. The customer must disclose whether any item is hazardous, contaminated, restricted, or subject to special handling requirements.

We may refuse to collect or dispose of waste that is unsafe, incorrectly described, unlawful to move, or likely to breach environmental rules. The customer is responsible for ensuring that all waste presented for collection is separated, packaged, and identified where required. We may charge additional fees for segregating waste, special loading, permits, skip alternatives, or handling items that require particular treatment.

Title to waste may transfer only in accordance with the agreed disposal process and applicable law. The customer must not use our service to dispose of prohibited materials, including but not limited to asbestos, certain chemicals, clinical waste, or items requiring licensed removal unless such service has been specifically agreed and lawfully arranged. We may provide transfer notes, receipts, or other documents where required.

10. Complaints and Remedies. If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that the issue can be assessed. We may request photographs, notes, access to the site, or other information to help determine the nature of the concern. Where appropriate, we may offer to rectify the issue, provide a partial refund, or agree another reasonable remedy.

Any remedy will depend on the facts of the case, the extent of the issue, and whether the customer has complied with these terms. We will not be responsible for defects or damage caused by misuse, unauthorised alteration, third-party interference, poor maintenance, or failure to follow advice given at the time of service. Claims made long after the service date may be difficult to investigate and may be declined where evidence is no longer available.

11. Suspension and Termination. We may suspend or terminate the service, or refuse future work, if the customer breaches these terms, fails to pay, acts abusively, or creates an unsafe working environment. We may also end the agreement if continuing would be unlawful, impractical, or commercially unreasonable. Any amounts due for completed work, cancellation charges, or recoverable costs will remain payable after termination.

12. Data, Notices, and Communication. We will use customer information only for the purposes of providing the service, managing the booking, issuing invoices, handling complaints, and meeting legal obligations. Notices may be sent by email, text, post, or other reasonable means using the details provided by the customer. It is the customer’s responsibility to keep those details current.

13. Governing Law. These UK service terms and any dispute or claim arising from them are governed by the laws of England and Wales, unless another part of the United Kingdom is mandatory by law for the relevant transaction. The parties agree that the courts having jurisdiction under that law will have authority to resolve any dispute that cannot be settled amicably.

14. General Provisions. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any breach will be deemed a waiver of any later breach. These terms form the entire agreement between the customer and us in relation to the service, except where a separate written contract or statutory rule applies.