Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. They are designed to be clear, fair and practical, and to explain the main rights and obligations that apply when you make a booking with us. By placing a booking, you agree to these terms, so it is important that you read them carefully before confirming any service request.

In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” mean the customer placing the booking or receiving the service. The wording below applies to all standard service bookings unless we agree a different arrangement in writing. These terms are intended to work alongside any written quotation, order confirmation or service schedule issued to you. If there is any conflict, the written service agreement or quotation will normally take priority for the specific job in question.

We may update these service terms from time to time to reflect changes in our operations, legal requirements or industry practice. The version in force at the time of your booking will generally apply to that booking unless a change is required by law. If any clause is found to be invalid or unenforceable, the remaining clauses will continue to apply in full. The headings in this document are for convenience only and do not affect interpretation.

Booking Process

To request a service, you must provide accurate and complete information about the work required, the property or site, access arrangements and any relevant restrictions. A booking may be made by phone, email, online form or any other method we make available. However, a request does not become a confirmed booking until we have acknowledged it and, where applicable, received any required deposit or advance payment. We reserve the right to decline a booking where we cannot safely or reasonably carry out the work.

When preparing a quotation, we may rely on the information you supply. If the information is incomplete, misleading or changes before the service date, we may revise the price, amend the scope of work or, in some cases, cancel the booking. Any estimated timing given is approximate unless we expressly agree a fixed appointment window. Service availability may depend on staff, equipment, weather, access conditions and other operational factors beyond our control.

You are responsible for ensuring that the site is ready for the service at the agreed time, including access, parking permissions, keys, permits, security arrangements and any required utilities. If we arrive and cannot begin because the site is not ready, we may treat this as a late cancellation or charge a waiting fee. If the service requires your approval at the start, failure to provide that approval may delay or prevent completion.

Payments and Pricing

Our prices may be quoted as fixed fees, estimated fees or rates based on time, materials or volume. Unless otherwise stated, all prices are exclusive of VAT and any applicable taxes, which will be added where required by law. Quotes are usually valid for a limited period and may be withdrawn or amended if the underlying facts change. We may correct obvious pricing errors before or after booking confirmation if the mistake is clear and unintentional.

Payment terms will be set out in the quotation, invoice or booking confirmation. In many cases, payment is required before the service begins, on completion, or within a stated number of days after invoicing. If a deposit is required, the booking may not be secured until the deposit has cleared. We may suspend or refuse further services where an overdue balance exists. All sums due must be paid in full without set-off, deduction or counterclaim unless the law says otherwise.

If you do not pay on time, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also withhold any certificates, reports, records or additional work until outstanding sums are settled. Where a service involves extra work requested by you on the day, additional charges may apply and must be paid in line with our invoicing terms. Any discount, promotion or special rate is personal to the agreed booking and cannot be transferred unless we agree in writing.

Cancellations, Changes and Refunds

You may ask to cancel or change a booking by giving us reasonable notice. The amount of notice required may vary depending on the service type, the amount of preparation involved and whether materials or staff have already been allocated. If you cancel after confirmation, we may retain part or all of any deposit and may also charge for reasonable costs already incurred. This reflects the fact that we may have reserved time, equipment and personnel specifically for your job.

If you need to reschedule, we will try to accommodate a new date where possible, but any revised appointment is subject to availability. A change request may be treated as a cancellation followed by a new booking if the original service cannot be moved without loss or disruption. We may cancel or postpone the service if circumstances beyond our control make it unsafe, unlawful or impractical to proceed. In such cases, we will usually offer a new date or a refund of sums paid for work not yet performed, where appropriate.

Refunds, if due, will normally be limited to the value of services not provided and will not include indirect losses, consequential losses or third-party costs. If the service has been substantially completed before cancellation or postponement, you may still be liable to pay for the work carried out, materials supplied and any committed costs. Nothing in these service provider terms affects your statutory rights as a consumer where those rights apply.

Performance of Services

We will use reasonable care and skill in delivering the services and will aim to carry them out in accordance with the agreed specification. Any dates or times provided are estimates unless expressly stated otherwise. If completion is delayed by factors such as weather, site conditions, supply issues, access problems or force majeure events, we will not be in breach solely because the service is delayed. We may also use suitable subcontractors or specialists where needed, while remaining responsible for the standard of the agreed service unless the contract states otherwise.

You must provide us with any information, authorisations, approvals or instructions reasonably needed to perform the service safely and effectively. If you fail to do so, we may suspend the work until the issue is resolved and may charge any additional costs caused by the delay. You are also responsible for removing or protecting personal items, valuables and fragile items where there is a risk of damage during the service.

If we find that the service requested differs materially from the description provided at booking, we may pause the work, request your approval for a revised quotation or decline to continue. Any extra work, repair, replacement or additional visit will be charged separately unless we agree otherwise in writing. Completion of the service will be deemed to have occurred when the agreed work is finished or when you start using the result of the service, whichever happens first.

Liability and Insurance

We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other matter that cannot lawfully be limited. Subject to that, our total liability arising from or in connection with any booking will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in writing. This limit applies whether the claim is based on contract, tort, negligence, breach of statutory duty or otherwise.

We are not responsible for losses that are indirect, incidental or consequential, such as loss of profit, loss of business, loss of opportunity or reputational loss, except where such exclusion is not permitted by law. We also will not be responsible for damage caused by pre-existing defects, hidden faults, weak structures, inadequate maintenance, incorrect information supplied by you, or your failure to follow our instructions. You should take reasonable steps to protect your own property and to notify us promptly of any issue that may affect performance or safety.

Where we are legally required to hold insurance, we will maintain appropriate cover for the nature of our services. However, insurance does not change the allocation of risk set out in these terms. You remain responsible for any uninsured risks, including items left unsecured, unsafe working conditions created by others, or losses arising from your own instructions. Nothing in these service terms and conditions is intended to remove any rights you have under mandatory consumer protection law.

Waste Regulations and Environmental Responsibilities

Where our services involve removal, handling or disposal of waste, both parties must comply with applicable UK waste legislation and environmental rules. Waste must be properly described, separated and presented so that we can determine the correct handling method. You must not include prohibited, hazardous or controlled materials unless they have been declared in advance and we have agreed in writing to accept them. Incorrectly described or concealed waste may lead to refusal, extra charges or reporting to the relevant authorities where required.

We may require you to provide details of the waste type, origin and any special handling needs before collection or removal. If the waste is contaminated, overfilled, unsafe to move or not consistent with the booking description, we may leave it in place and charge for the attempted attendance. You are responsible for ensuring that waste left for us to remove does not include personal items, documents or prohibited substances unless expressly agreed. Waste compliance is a shared responsibility, and you must cooperate with any lawful request for information or documentation.

Where we arrange disposal through licensed third parties, we may use transfer notes, records or other documentation as required by law or good practice. You acknowledge that some services may generate recycled, reused or recovered materials rather than disposal to landfill. We may also decline a job if the waste stream presents an unacceptable environmental or legal risk. Any breach of waste laws by you may result in immediate suspension of services and recovery of resulting costs, fines or losses to the extent permitted by law.

Customer Responsibilities

You must ensure that all instructions, representations and approvals you give are accurate, lawful and authorised. If you are arranging services on behalf of another person or organisation, you confirm that you have authority to bind that person or organisation to these terms. You must also tell us about any safety issues, vulnerable persons, pets, special access needs, asbestos risk, hazardous substances or other matters that could affect our work.

You are responsible for obtaining any permissions or consents that are required from landlords, managing agents, neighbours, local authorities or other third parties unless we agree to obtain them for you. Any delay, loss or additional expense caused by a missing permission may be charged to you. You must not ask us to do anything unlawful, unsafe or outside the agreed scope. If we believe instructions are inconsistent with law or safety standards, we may refuse to act on them.

We rely on your cooperation to complete the service efficiently and to a professional standard. If your actions or omissions prevent us from performing the service, cause extra work or increase the risk of damage, you may be liable for the resulting costs. In particular, you must not tamper with equipment, interfere with ongoing work or instruct our personnel to act contrary to our procedures.

Complaints, Notices and General Provisions

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so we can investigate and, where appropriate, put matters right. Any complaint should describe the issue clearly and provide relevant details so that we can assess it fairly. Our ability to investigate may be affected if too much time passes after the service has been completed. Raising a complaint does not automatically suspend your payment obligations for undisputed amounts.

Any notice under these terms must be given in writing unless we agree otherwise. Notices may be treated as received when delivered to the last known address or communication channel used for the booking, provided they are sent in a reasonable manner. If we need to contact you about your booking, we may use the details you supplied at the time of request. You are responsible for keeping those details accurate and up to date.

These UK service terms are governed by the laws of England and Wales, unless another part of the United Kingdom lawfully applies to the specific contract and cannot be displaced. The courts of England and Wales will have exclusive jurisdiction unless mandatory consumer rules provide otherwise. If you are a consumer, you may also benefit from any rights and remedies available to you under applicable UK consumer law. By confirming a booking, you acknowledge that you have read, understood and accepted these terms in full.