UK 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. By making a booking, confirming an order, or allowing work to commence, you agree to be bound by these terms. They are intended to create clarity around the service booking process, payment obligations, cancellations, service delivery, liability, and waste-related responsibilities. Please read them carefully before proceeding, as they apply to all services unless we agree otherwise in writing.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or authorised representative who places the booking. A booking may be made by phone, email, online form, or any other method we make available from time to time. A booking request is not an automatic acceptance of work. It becomes binding only when we confirm availability, pricing, and the scope of work in a way that is reasonably clear. We may refuse or withdraw from a booking request where we are unable to provide the requested service safely, lawfully, or within the required time frame.
The details you provide at the time of booking must be accurate and complete. This includes the service location, access conditions, parking restrictions, site hazards, the type and quantity of items or work involved, and any special requirements that may affect performance. If the information you supply is incorrect or incomplete, we may need to revise the price, alter the service schedule, or decline to continue. You are responsible for ensuring that any person who places a booking on your behalf has the authority to do so. We may rely on the instructions given by that person as though they were given by you.
Booking confirmation may be issued verbally or in writing, depending on the nature of the service. Confirmation normally identifies the agreed service type, date or estimated time window, price or pricing basis, and any assumptions relied upon in preparing the quotation. Where a quotation is provided, it remains valid only for the period stated in that quotation, or if no period is stated, for a reasonable period based on market conditions and availability. We may amend a quotation if the scope of work changes, if additional labour or equipment is needed, or if circumstances at the site differ materially from those described at booking.
Unless otherwise stated, any time estimate is approximate only. Delays can arise due to travel conditions, weather, traffic, unforeseen access issues, or earlier jobs running longer than expected. We will use reasonable efforts to attend within the agreed period, but we do not guarantee exact arrival or completion times unless we expressly agree to do so. If access is restricted, the site is unsafe, or required permissions are missing, we may postpone the work and charge a reasonable fee for wasted attendance where this is permitted by law and reflects actual cost.
We may also suspend or cancel a booking if we reasonably believe that carrying out the work would breach applicable law, health and safety requirements, environmental rules, or any contractual obligation owed by us. In such circumstances, we will aim to explain the reason and, where appropriate, propose a revised service arrangement. However, we are not liable for any losses arising from our refusal to act unlawfully or unsafely. Your acceptance of a booking also confirms that you understand the service may be carried out by us, our employees, or approved subcontractors acting under our direction.
Our payment terms depend on the service type and may include advance payment, payment on completion, staged payments, or invoicing after the service has been delivered. Unless we agree otherwise, all prices are quoted in pounds sterling and are exclusive of VAT where VAT is applicable. You must pay all sums due in full without set-off, deduction, or counterclaim unless required by law. If an estimate is given instead of a fixed price, the final amount may vary if the actual work, materials, disposal, or labour required is greater than estimated.
We may request a deposit before the service is scheduled or before materials are ordered. Deposits are normally non-refundable once we have reserved time, incurred preparation costs, or started work, except where required by law or where we are unable to provide the service for reasons within our control. If payment is not received by the due date, we may charge statutory interest and reasonable recovery costs, and we may also pause future work until the account is settled. We reserve the right to decline new bookings where outstanding balances remain unpaid.
If you pay by card, bank transfer, direct debit, or another approved method, you confirm that you are authorised to use that payment method and that sufficient funds are available. Failed payments, chargebacks, or reversed transactions may be treated as non-payment. Where a payment dispute arises, you should raise it promptly and provide supporting information. Late payment may affect service continuation, and any work already completed will remain chargeable. Any promotional pricing, discounts, or special offers will apply only where clearly stated and may be withdrawn or amended at our discretion before acceptance of the booking.
Cancellations and rescheduling should be made as soon as possible. If you need to cancel or change a booking, you must give us reasonable notice so that we can reduce losses and reallocate resources. Where a cancellation is made with sufficient notice, we may refund all or part of any amount paid, less any non-recoverable costs or administrative charges that are fairly incurred. If cancellation occurs shortly before the scheduled service date, after we have already allocated staff or equipment, or after materials have been purchased, we may retain some or all of the payment to cover our losses.
If you are not present, cannot provide access, or fail to prepare the site as agreed, we may treat the booking as a customer cancellation or failed attendance. In such cases, you may still be charged the full service fee or a reasonable cancellation fee. We may reschedule a service if circumstances beyond our control make it impossible or unsafe to proceed. These include severe weather, accidents, industrial action, supply issues, public emergencies, or unforeseen operational problems. We will act reasonably in deciding whether to postpone, and any revised appointment will be arranged subject to availability.
You may have rights under consumer law in relation to cancellations for certain services, especially where bookings are made at a distance. However, those rights may be affected if you request that we begin work within any applicable cancellation period. Where the law allows, you agree that you may lose the right to cancel once performance has started with your express consent. Nothing in these terms seeks to remove rights that cannot legally be excluded. Any refund, if due, will usually be made using the original payment method within a reasonable period after we have assessed the circumstances.
Service performance and customer responsibilities are central to a smooth and lawful service delivery. You must ensure that the premises, items, or materials involved in the work are safe for handling and that all necessary approvals, permissions, or access rights have been obtained before the service begins. If keys, codes, passes, or other access methods are provided to us, you confirm that you have the right to share them and that doing so will not breach any third-party arrangement. We may refuse to enter a location or handle items where we believe there is a material risk to people, property, or compliance.
You are responsible for removing or securing any items you wish to keep, and for clearly identifying any items that are not to be moved, cleaned, repaired, disposed of, or touched. Where we are asked to carry out work involving goods, furniture, equipment, or waste, you must disclose any hazardous, fragile, prohibited, or restricted items in advance. If you fail to do so, we are not liable for damage, delay, or additional charges resulting from that omission. Any instructions given on site should be consistent with the original booking details unless we agree to a change.
During the service, we may take reasonable steps to protect the work area, but you remain responsible for securing valuables, data, and personal belongings unless we have expressly agreed otherwise. If our work requires temporary interruption to utilities, access routes, or normal use of part of the premises, we will minimise disruption where possible. Any dates or service windows provided are based on the information available at the time of booking and may be adjusted if the scope of work changes. We are not obliged to proceed with any instruction that we consider unsafe, unlawful, or outside the agreed service description.
Waste regulations apply to many of our services, and both parties must comply with relevant UK law governing waste handling, storage, transfer, and disposal. Where our service generates waste, including removed items, packaging, debris, or materials no longer required, we will handle it in accordance with applicable environmental obligations. You must tell us in advance if any item may be classed as hazardous, electrical, clinical, chemical, contaminated, or otherwise subject to special rules. We may refuse to remove or process any waste that is incorrectly described or that cannot be handled safely and lawfully.
Unless we have agreed to take title to the waste, you remain responsible for confirming what may be removed and for ensuring that items placed for disposal are genuinely intended to be discarded. If you ask us to dispose of waste on your behalf, you authorise us to use lawful disposal, recycling, recovery, or transfer routes as appropriate. We may need to classify waste, separate items, complete transfer paperwork, or obtain additional information before collection or disposal. Any delay caused by missing information, unsafe presentation, or restricted waste streams may result in extra charges.
You must not include any prohibited items unless we have expressly agreed in advance that we may handle them and have confirmed that the relevant controls are in place. Where the law requires, waste may be transferred only to an authorised carrier, site, or facility. We may decline a collection if doing so would breach legal limits, health and safety rules, or environmental obligations. If a customer misdescribes waste or conceals regulated materials, the customer will be responsible for all resulting losses, fines, claims, clean-up costs, and professional fees, to the extent permitted by law.
Liability is limited to the maximum extent permitted by law. We will provide our services with reasonable care and skill, and where we supply materials, they will correspond with any description we have given. However, we do not guarantee that every service outcome will be free from all defect, interruption, or loss, especially where results depend on third-party conduct, site conditions, hidden defects, or information provided by you. 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 lawfully be excluded.
Subject to the paragraph above, we are not responsible for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, loss of data, or reputational harm. We are also not liable for delay or failure caused by events beyond our reasonable control, including but not limited to extreme weather, transport disruption, labour shortages, supply delays, power failure, acts of government, or public emergency. Where liability is established, our total aggregate liability for a claim relating to a booking will usually be limited to the amount paid or payable for the relevant service, unless a different cap is required by law.
You agree to indemnify us, our workers, and our subcontractors against claims, losses, or costs arising from inaccurate instructions, unsafe premises, undisclosed hazards, unlawful requests, or your breach of these terms, except to the extent caused by our negligence or wilful misconduct. If you consider that a service issue has arisen, you must notify us promptly and allow a reasonable opportunity to investigate and, where appropriate, remedy the issue. Any failure to mitigate loss may affect the amount recoverable. This limitation framework applies to all service agreement claims, whether based in contract, tort, or otherwise.
General legal terms govern how these conditions operate. We may update these terms from time to time to reflect changes in our operations, consumer law, commercial practices, or regulatory requirements. The version in force at the time of your booking will normally apply to that booking unless a change in law requires immediate implementation. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining parts will continue to apply. No waiver of any right will be effective unless agreed in writing, and no delay in exercising a right will prevent later enforcement.
These terms do not create any partnership, joint venture, agency, or employment relationship between you and us. You may not transfer your rights or obligations under the booking without our written consent, but we may assign or subcontract our rights and obligations where this does not materially reduce the quality of the service you receive. If there is any inconsistency between these terms and a separate written agreement signed by both parties, the signed agreement will prevail to the extent of the inconsistency. Headings are provided for convenience only and do not affect interpretation.
Governing law and jurisdiction: these terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales unless we expressly agree otherwise in writing. If the relevant rules of law require a different legal system to apply, that mandatory law will apply to the extent required. The courts of England and Wales will have exclusive jurisdiction, except where consumer legislation gives you the right to bring proceedings elsewhere. By continuing with a booking, you confirm that you have read, understood, and accepted these service terms and conditions.
