UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to business and private 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. Please read them carefully before using our services. They are designed to create a clear, fair, and practical agreement for both parties, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. These terms apply to all service arrangements unless we agree otherwise in writing.

In these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the person, business, or organisation receiving the services. The terms should be read together with any quotation, estimate, booking confirmation, service specification, or written agreement issued by us. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

1. Booking process

To arrange a service, you may submit a booking request using the methods we make available from time to time. A booking is not confirmed until we have accepted it and issued a confirmation, whether written or electronic. We may request additional information before confirming availability, including access details, service location, contact information, and any relevant site conditions. Where a booking depends on survey information, quantities, or third-party arrangements, the final scope may be adjusted once full details are known.

1.1 Booking accuracy

You must ensure that all information supplied during the booking process is complete and accurate. This includes the nature of the service required, the size and condition of the premises or items involved, any hazards, and any restrictions that may affect performance. If the information supplied is incorrect or incomplete, we may revise the price, reschedule the service, or decline to proceed if the service cannot safely or properly be delivered.

We will use reasonable efforts to schedule services on the agreed date or within the agreed period. However, appointment times are estimates unless expressly stated as fixed. We may need to change a booking due to operational needs, weather, traffic conditions, staff illness, supplier delay, safety concerns, or events outside our reasonable control. In such cases, we will aim to offer an alternative date or time.

Any special conditions or customer requirements must be agreed in advance. If access is restricted, the site is unsafe, or required permissions are missing, we may be unable to complete the service and may charge a reasonable call-out or wasted attendance fee where permitted by law and where we have not caused the issue.

2. Prices and payments

Prices will be set out in our quotation, estimate, or booking confirmation, or otherwise as notified to you before the service begins. Unless stated otherwise, prices are exclusive of VAT and any applicable taxes, levies, or third-party charges. We may revise a quoted price if the scope of work changes, if the information provided by you was inaccurate, or if additional work becomes necessary with your consent. Any price revision will be communicated as soon as reasonably practicable.

Payment terms will be specified at the time of booking or in the invoice. Unless agreed otherwise, payment is due on completion of the service or within the period stated on the invoice. We may require a deposit, advance payment, or staged payments for larger or more complex jobs. Time for payment is important; if payment is not made when due, we may suspend further services, withhold deliverables where lawful, or charge interest and recovery costs in accordance with applicable legislation.

Where payments are made by card, bank transfer, direct debit, or other approved methods, you must ensure the payment details are valid and authorised. Any chargeback, failed payment, or reversal initiated without proper basis may be treated as a breach of contract. You are responsible for all bank charges or foreign exchange costs incurred in making payment, unless we agree otherwise in writing.

3. Cancellations, rescheduling, and non-attendance

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the type of service, the resources allocated, and any specific agreement between us. Where cancellation occurs after we have committed staff, equipment, materials, or subcontractors, we may charge a cancellation fee or recover reasonable costs that we cannot avoid. Any such charge will be proportionate and applied fairly.

If you fail to attend a scheduled appointment, refuse access, or are not ready for the service to begin, we may treat this as a late cancellation or wasted appointment. In those circumstances, we may charge a fee reflecting our costs and the lost opportunity to provide the service elsewhere. We will not charge a fee where the failure is caused by our own error, except to the extent permitted by law.

We reserve the right to reschedule or cancel a booking if circumstances beyond our reasonable control prevent us from providing the service safely or on time. This may include severe weather, transport disruption, supply chain issues, industrial action, or legal restrictions. If we cancel for reasons within our control, we will offer a new date or refund any sums paid for the cancelled part of the service where appropriate.

4. Service standards and customer obligations

We will provide the services with reasonable care and skill, using suitably qualified personnel where required. We will comply with applicable UK laws and industry standards relevant to the service being performed. However, our ability to deliver the service properly depends on cooperation from you. You must ensure safe access, adequate working space, and any necessary instructions, permits, or approvals before work begins.

You must remove or secure items that may be damaged during the service, unless the service expressly includes their handling. You are responsible for providing accurate information about hidden defects, structural issues, utilities, asbestos, biological hazards, or other risks that could affect the service. If we discover a hazard that was not disclosed, we may pause or stop work until appropriate measures are taken.

4.1 Customer conduct

We expect respectful and lawful conduct at all service locations. We may refuse to continue work if we reasonably believe that conditions are unsafe, abusive, unlawful, or materially different from what was described at the time of booking. If work is stopped because of such issues, any fees already incurred may remain payable.

In performing the services, we may rely on information, instructions, and approvals given by you or your authorised representative. If you ask us to proceed against our professional advice, we may require written confirmation. Any delay caused by the need for clarification or approval may extend the completion time, and any associated cost may be chargeable where reasonable.

We may use subcontractors or other suitably skilled persons to carry out all or part of the service. If we do so, we remain responsible for the service we have agreed to provide, subject to these terms. You must not obstruct or interfere with our staff, contractors, or equipment. Any delay or extra work caused by your actions or omissions may be charged at our standard rates or otherwise as agreed.

Important: Our services are provided for the purpose described in the booking only. We do not guarantee outcomes that depend on factors outside our control, including underlying site conditions, pre-existing faults, third-party performance, or customer instructions. Any estimate of time or result is given in good faith but is not an absolute promise unless expressly stated in writing.

5. Liability and limitations

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 legally be limited. Subject to that, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or damage arising from information or materials supplied by you that are inaccurate or incomplete.

Where we are responsible for direct loss or damage, our liability will be limited to the reasonable cost of repair or replacement, re-performance of the service, or the amount paid for the relevant service, whichever is lower, except where a higher limit is required by law or expressly agreed in writing. We will not be liable for normal wear and tear, pre-existing defects, or damage caused by circumstances outside our control.

You must notify us of any alleged defect, error, or damage as soon as reasonably possible after it becomes apparent. You should take reasonable steps to prevent further loss or damage. We will have a reasonable opportunity to inspect the issue before remedial action is taken, unless urgent action is required to reduce risk or comply with legal obligations.

6. Waste regulations and disposal

Where our services involve the collection, removal, handling, or disposal of waste, both parties must comply with applicable UK waste regulations. Waste must be described accurately and separated where required. You must not conceal hazardous, clinical, electrical, confidential, or restricted waste among general waste unless the service expressly permits it and we have agreed to handle it. Incorrect classification may lead to additional charges, delays, or refusal of collection.

Unless we agree otherwise, any waste we remove remains your responsibility until collected in accordance with applicable law and transferred to the appropriate authorised facility or carrier. We will use lawful routes for transport, transfer, recycling, recovery, or disposal. Where a waste transfer note, consignment note, or other documentation is required, you agree to provide the necessary information promptly and truthfully.

You warrant that any waste presented for collection is lawfully produced and that you have the right to transfer it. If the waste contains prohibited or unsafe materials that were not disclosed, we may decline to remove it, charge additional handling costs, or notify the relevant authorities where required. We are not responsible for penalties arising from inaccurate descriptions, hidden contaminants, or unlawful disposal instructions provided by you.

7. Intellectual property, confidentiality, and data

Any documents, plans, reports, templates, or materials created by us remain our property unless we agree otherwise in writing. You may use them only for the purpose for which they were supplied. Any confidential information exchanged in connection with the service must be kept confidential, except where disclosure is required by law, by a court order, or to professional advisers under a duty of confidentiality.

We may process personal data in order to administer bookings, carry out services, manage payments, and comply with legal obligations. Personal data will be handled in accordance with applicable data protection law. You confirm that any personal data you provide is accurate and that you have authority to share it where relevant.

Nothing in these terms prevents either party from complying with legal duties relating to information, records, or disclosures. We may retain records for accounting, contractual, audit, or legal purposes for as long as reasonably necessary.

8. Changes to these terms

We may update these terms from time to time to reflect changes in law, operational practice, or the nature of our services. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or is otherwise agreed with you. We recommend that customers review the current version before each new booking.

If any variation to these terms is made by mutual agreement, it must be confirmed in writing or in another durable format. No employee, representative, or subcontractor has authority to alter these terms unless we confirm the change. If we choose not to enforce a right at any time, this does not mean we have waived that right for the future.

9. Termination

We may terminate or suspend services immediately if you breach these terms, fail to pay sums due, provide unsafe access, request unlawful conduct, or behave in a manner that makes continued work unreasonable. In such cases, we may charge for work already completed, materials ordered, and other costs reasonably incurred up to the date of termination.

You may terminate a service agreement where we materially fail to perform our obligations and do not remedy the failure within a reasonable time after being notified, provided that the issue is capable of remedy. Termination does not affect rights and liabilities accrued before the termination date, including payment obligations, confidentiality, and liability provisions that are intended to survive.

Any notice required under these terms may be given by the methods stated in the booking confirmation or other written agreement. Notice will be deemed received in accordance with the agreed communication method. If no specific method is agreed, reasonable written notice will normally be sufficient.

10. Governing law and jurisdiction

These UK service terms are governed by the laws of England and Wales, unless we expressly agree otherwise in writing. Any dispute arising from or connected with these terms, the booking process, the services provided, or any related invoice shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If you are a consumer, you may also benefit from mandatory protections under the law of your place of residence within the UK where applicable.

These terms form the entire agreement between us in relation to the service, unless replaced or supplemented by a separate written contract signed or otherwise accepted by both parties. If there is any conflict between these terms and a written quotation or service order, the written quotation or service order will prevail only to the extent of that conflict and only if it expressly states that it overrides these terms.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions. If you do not agree with any part of them, you should not place a booking or allow work to begin.