Terms and Conditions for UK Services

These 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 allowing work to begin, you agree to be bound by these service terms. Please read this document carefully before proceeding. It explains how bookings are made, how payments are handled, when cancellations may apply, the limits of our liability, how waste is managed, and which laws govern the agreement. These UK service terms are intended to be clear, fair, and practical 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 services. The phrase service agreement includes any quotation, estimate, booking confirmation, written instruction, or order accepted by us. If there is any conflict between a quotation and these terms, these terms will apply unless we agree otherwise in writing. Nothing in this document affects your statutory rights.

Booking confirmation is required before any service is delivered. A booking request does not guarantee availability until we have accepted it. We may request details about the work, access arrangements, timing preferences, site conditions, or other relevant information to help us assess the booking. The customer is responsible for ensuring that all information provided is complete and accurate. If the details change before the appointment, you must inform us as soon as reasonably possible so that we can review whether the service can still proceed on the same basis.

All bookings are subject to our review and acceptance. We may refuse a booking if we believe the service cannot be delivered safely, lawfully, or within the agreed scope. A booking may also be declined if we reasonably suspect that the requested work is outside our service offering or if access, timing, or other conditions make performance impractical. Where a service is accepted, we will confirm the agreed date, time, and scope, either verbally or in writing. Any changes requested after confirmation may affect the schedule, the price, or both.

It is your responsibility to ensure that the site, property, or premises are ready for the service at the agreed time. This includes providing suitable access, safe working conditions, and any permissions needed for us to carry out the work. If we are delayed or unable to begin because access has not been provided or relevant information was incomplete, we may charge for wasted time, a return visit, or additional labour. Where work requires parking, permits, keys, codes, or special instructions, you must arrange these in advance.

We aim to deliver services professionally and in line with the specification agreed at booking. However, if unforeseen issues arise during the appointment, we may need to pause the work to seek further instructions, revise the method, or adjust the cost. Any material changes to the original scope will only proceed once agreed by both parties. Additional services requested on the day are not automatically included in the original quotation and may be charged separately.

Prices and payments will be set out in the quotation, estimate, or booking confirmation provided to you. Unless stated otherwise, prices are exclusive of any applicable taxes, charges, or third-party costs. We may require a deposit before the service date, particularly for larger, repeated, or bespoke work. Deposits are used to reserve time and resources and may be non-refundable except where required by law or where we cancel the service without good reason.

Payment must be made in the manner and within the time period agreed. If no time is specified, payment is due immediately on completion of the service or on receipt of an invoice, whichever applies. We may suspend further work, decline future bookings, or withhold delivery of any final report, certificate, or completion confirmation until outstanding amounts are paid in full. If a payment is returned, reversed, or disputed without valid cause, we may recover any associated costs and administrative fees permitted by law.

Where a quotation is based on estimated quantities, labour, or time, the final amount may differ if the actual work required is greater than anticipated. We will use reasonable care when estimating charges, but estimates are not fixed-price guarantees unless we explicitly state that they are. Any discount, promotion, or special rate applies only to the conditions under which it was offered. Late payments may result in interest and recovery costs in accordance with applicable UK law.

Cancellations and rescheduling are permitted subject to the conditions below. If you wish to cancel or move a booking, you should notify us as soon as possible. Where notice is given sufficiently in advance, we may agree to transfer the booking to another date. However, where costs have already been incurred, materials ordered, staff allocated, or time reserved, we may charge a cancellation fee or retain part of any deposit to cover our losses.

If you cancel close to the appointment time, fail to provide access, or are otherwise unable to proceed, we may treat the booking as cancelled by you and apply a reasonable charge. This may include time spent travelling, preparatory work, administrative costs, and any unrecoverable expenses. Where we arrive at the agreed location and cannot complete the service because of circumstances within your control, we are not obliged to refund any amounts already paid for that visit.

We may also cancel or postpone a booking if required to do so for operational, safety, legal, or environmental reasons. In such cases, we will endeavour to give notice and offer a revised appointment where appropriate. If we cancel because we are unable to perform the service for reasons within our control, and no alternative is suitable, we will refund any sums paid for the cancelled portion of the work. This will be your sole remedy in relation to that cancellation, subject to any rights you may have under law.

Liability and risk are limited to the extent permitted by law. We will perform the service with reasonable care and skill, and we accept responsibility for direct losses caused by our proven negligence, breach of contract, or failure to comply with applicable legal duties. However, we are not responsible for losses that are indirect, incidental, or consequential, including loss of profit, loss of business, or interruption of operations, unless such exclusion is not permitted by law.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where we use third parties, subcontractors, or manufacturers, we are not liable for issues arising from their actions beyond what the law requires, although we will take reasonable steps to manage service quality. You are responsible for securing valuables, fragile items, confidential materials, and sensitive equipment before the service begins.

If the service involves entry to a property, handling of equipment, or work near existing fixtures or surfaces, reasonable wear and tear, pre-existing defects, or hidden faults may become apparent during the work. We are not liable for damage caused by defects that were not reasonably visible or disclosed beforehand. Any claim for loss or damage must be notified to us as soon as reasonably possible and supported with sufficient detail to allow us to investigate.

We expect all waste to be managed in accordance with applicable waste regulations, environmental obligations, and safe disposal practices. Where our service generates waste, we will handle it in the manner agreed and in line with relevant legal requirements. This may include sorting, containment, transport, transfer to authorised facilities, or removal by licensed contractors where necessary. You must not ask us to dispose of waste unlawfully or to bypass any required segregation, documentation, or treatment process.

If the service produces materials that are classed as controlled, hazardous, recyclable, or otherwise regulated, you are responsible for disclosing this before booking. We may refuse to handle certain waste types unless the necessary arrangements, permissions, or documentation are in place. Any costs associated with specialist disposal, additional handling, or compliance measures may be charged to you unless otherwise agreed. Environmental compliance is a shared responsibility, and you must provide accurate information about the waste involved.

Where ownership of removed items or waste is transferred to us, it transfers only to the extent necessary for lawful handling and disposal. Items left behind without clear instruction may be treated as waste if reasonably considered abandoned, but we will act in good faith and in accordance with applicable law. We are not obliged to remove materials that pose an unacceptable health, safety, or legal risk unless they were specifically included in the booking and can be handled safely.

Force majeure means events outside our reasonable control, including severe weather, transport disruption, utility failure, industrial action, public health restrictions, fire, flood, accident, or government intervention. If such an event prevents or delays performance, we may suspend the service, reschedule the appointment, or cancel the affected part of the booking without liability for resulting delay or loss, provided we take reasonable steps to minimise the impact.

Any quotation, estimate, or timetable is given in good faith based on the information available at the time. We do not guarantee exact start or completion times unless expressly stated. Minor delays do not entitle you to cancel unless the delay becomes unreasonable in the circumstances. If access, weather, safety conditions, or site readiness make the work unsuitable on the day, we may postpone until the issue is resolved.

We may subcontract any part of the service where appropriate, provided this does not materially reduce the standard of performance. You may not assign, transfer, or resell your booking without our prior consent. If any provision of these terms is found invalid or unenforceable, the remainder will continue in effect. These service conditions are intended to operate as a complete agreement alongside any accepted quotation or booking confirmation.

Complaints should be raised promptly so that we can review the matter and, where appropriate, take corrective action. We reserve the right to inspect the issue, request relevant evidence, and propose a suitable remedy. Any refund, re-performance, price reduction, or repair will be determined in accordance with the facts of the case and your legal rights. A failure to complain promptly may limit our ability to investigate effectively, though it will not reduce rights that cannot be excluded by law.

We may update these terms from time to time to reflect changes in law, operational practice, or service scope. The version in force at the time of booking will generally apply to that booking unless a change is required by law or we both agree otherwise. Please note that any variation to these terms must be made in writing or clearly confirmed by us. Verbal statements that are not recorded should not be treated as amendments to the contract.

Governing law and jurisdiction for these UK service terms shall be the law of England and Wales, unless we state otherwise in writing. If you are a consumer, you may also have rights under mandatory local consumer protection rules that apply regardless of this clause. Any dispute arising from these terms, the service, or the payment of fees shall be handled by the courts of the relevant jurisdiction, subject to any legal rights to bring proceedings elsewhere. By booking with us, you confirm that you have read, understood, and agreed to these Terms and Conditions.