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 placing a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear and fair framework for the supply of services, including how bookings are made, how payments are handled, when cancellations may apply, what happens if something goes wrong, how waste is managed, and which law applies to the agreement.

1. Scope of Services
We provide services as described in the quotation, order confirmation, booking confirmation, or other written agreement. The exact scope of work will depend on the service selected, the condition of the site, access arrangements, and any information you provide before the appointment. Any work or task not expressly included in the agreed scope is outside these terms of service unless separately confirmed in writing. We reserve the right to refuse additional work where it would be unsafe, unlawful, impractical, or outside our competence.

All descriptions, timings, and estimates are given in good faith. They may change if the information supplied by you is incomplete, inaccurate, or later proves to be different from the conditions found on site. If we identify a material variation, we may revise the service price, the timetable, or the method of delivery before continuing. This helps ensure the agreement remains workable and fair for both parties.

2. Booking Process
A booking is usually formed when you request a service and we confirm acceptance by email, message, invoice, or other written method. A request for a quotation does not itself create a binding contract. We may ask for photographs, site details, measurements, access information, or other relevant information before confirming availability. In some cases, we may provide an estimated price only, with the final price confirmed after inspection or on arrival.

It is your responsibility to ensure that all details supplied during the booking process are accurate and complete. This includes the address, access instructions, parking arrangements, service requirements, and any known hazards. If the appointment requires permits, permissions, or building management approval, you must obtain these in advance unless we have expressly agreed otherwise. Failure to provide the necessary information may lead to delay, rescheduling, additional charges, or cancellation.

Bookings are subject to availability. We may decline or reschedule a booking where our team is unavailable, where weather or site conditions make performance unsafe, or where we believe the request cannot be completed to a proper standard within the available time. If a booking must be changed by us, we will use reasonable efforts to offer a suitable alternative. Where we cannot proceed, any prepayment for unperformed work will be handled in accordance with the payment provisions below.

3. Pricing and Payments
Prices will be set out in the quotation, booking confirmation, or invoice. Unless stated otherwise, prices may be expressed exclusive of VAT and other applicable taxes. Additional charges may apply where the actual work differs from the quoted scope, where access is restricted, where materials or disposal fees increase, or where waiting time is caused by circumstances outside our control. Any extra charges should be authorised where reasonably practicable before they are incurred.

Payment terms will depend on the type of service. We may require a deposit, full prepayment, or payment on completion. If an invoice is issued, payment must be made within the period shown on the invoice. We may withhold the start or continuation of services until cleared funds have been received. Late payments may result in suspension of work, recovery action, interest, or reasonable administrative costs where permitted by law.

If you fail to pay on time, we may charge interest on overdue sums at the rate allowed by applicable law, together with reasonable costs of recovery. We may also cancel future appointments or suspend account-based services until arrears are cleared. Any collection or enforcement action will be limited to what is lawful and proportionate. Nothing in these UK service terms affects your statutory rights where they cannot be excluded.

4. Cancellations, Rearrangements, and No-Show Policy
You may cancel or rearrange a booking by giving us reasonable notice. The exact notice period may be stated in your quotation or confirmation. If no notice period is specified, a cancellation made at short notice may still attract a fee if we have already reserved time, staff, materials, or equipment for your appointment. This reflects the fact that a booked slot may prevent us from taking other work.

Where you cancel within the agreed notice period, we may refund any amount that is due to be refunded after deducting non-recoverable costs already incurred. Where you cancel outside the notice period, after we have arrived, or where access is not available, we may charge the full or partial service fee depending on the circumstances. If a delay or cancellation is caused by our own fault, we will handle the matter fairly and in line with the liability section of these terms.

No-show or failed access situations may be treated as a cancellation. Examples include not being present when needed, failing to provide keys or access codes, or giving an incorrect address. If the service cannot be delivered because of such issues, we may charge a reasonable fee for wasted time, travel, or preparation. We will normally tell you what has happened and, where possible, offer a revised appointment subject to availability.

5. Customer Responsibilities
You must ensure the site or premises are safe, accessible, and suitable for the service requested. Any hidden hazards, restricted areas, fragile items, or special instructions should be disclosed before the appointment. If the service requires utilities to be available, such as electricity, water, lighting, or internet access, you must arrange this unless otherwise agreed. You are also responsible for protecting valuable, delicate, or personal items unless we have explicitly accepted responsibility for them.

Where we need to work in a property occupied by third parties, you must make any required arrangements with those parties beforehand. You must also ensure that any information you provide does not infringe another person’s rights, including intellectual property, privacy, or lawful possession. If our team is exposed to unsafe conditions, harassment, or unlawful interference, we may stop work immediately and treat the event as a customer breach of these service conditions.

Any delay caused by your failure to prepare the site may result in additional charges. This may include waiting time, repeat visits, storage, disposal, or transport costs. We will act reasonably in assessing whether such charges apply. If the service cannot continue safely or lawfully, our staff may leave site and the booking may be treated as completed to the extent reasonably possible.

6. Liability and Limitations
We will carry out services with reasonable care and skill. If we fail to do so, you may be entitled to a remedy in accordance with applicable law. However, our liability is limited to losses that are foreseeable and directly caused by our breach. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

To the maximum extent permitted by law, we are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational damage. We are also not responsible for pre-existing defects, hidden faults, wear and tear, or damage caused by poor condition, misuse, incorrect installation, or failure to follow our instructions. Where an item or area is particularly fragile, you should tell us in advance so that appropriate precautions can be taken.

Our total liability for any claim arising out of a service will normally be limited to the amount paid or payable for that specific service, unless a higher amount is required by law. If a claim relates to third-party products, materials, or subcontracted items not supplied by us, any remedy may depend on the manufacturer’s or supplier’s terms. Nothing in these terms is intended to reduce your legal rights as a consumer where those rights apply.

7. Waste, Disposal, and Environmental Requirements
Where our services create waste, debris, packaging, or removed materials, disposal will be handled in accordance with applicable waste regulations and environmental duties. Unless otherwise agreed, we may remove and dispose of waste arising directly from the agreed service. Certain materials, including hazardous, electrical, contaminated, or regulated waste, may require special handling and may not be accepted without prior written agreement. Additional charges may apply for lawful storage, transport, treatment, or disposal.

You must tell us in advance if any waste on site is likely to be regulated, dangerous, excessive in volume, or subject to special handling requirements. We may refuse to move or dispose of anything that is unsafe, unlawful, or outside the service scope. Where necessary, we may ask you to separate materials or provide documentation about the nature of the waste. If a service involves removing items belonging to you, ownership is deemed to transfer only to the extent agreed and lawful disposal has taken place.

Waste regulations may change from time to time, and we will apply the rules in force at the time the work is carried out. You agree not to ask us to dispose of items in any way that would breach the law, cause environmental harm, or create a health and safety risk. If we reasonably believe a disposal request is unlawful or improper, we may refuse it and may end the relevant part of the service without liability.

8. Subcontracting and Staff
We may use employees, agents, or subcontractors to deliver all or part of the services. Where we do so, we remain responsible for ensuring the work is managed in line with these terms, subject to any lawful limitations. Any person sent to carry out the service will act within the agreed scope and may refuse unsafe, abusive, or unlawful instructions. You must not interfere with their work or require them to undertake tasks outside the confirmed booking.

We may replace personnel where needed for operational, legal, or health and safety reasons. Such replacement will not usually affect the agreement, provided the service remains substantially as booked. If a subcontractor is used for specialist work, separate product or workmanship terms may apply to that element. Those terms will be explained where relevant and will not override mandatory consumer rights.

9. Changes to the Service
Any change to the agreed service should be requested in writing where possible. We may accept or reject changes depending on timing, resources, and legal compliance. Changes can affect the price, completion date, and required materials. Where a change is significant, we may issue an updated quotation or confirmation before proceeding. Verbal requests may be acted upon in urgent situations, but written confirmation is preferred to avoid misunderstanding.

10. Complaints and Remedies
If you believe the service was not carried out properly, you should notify us within a reasonable time after completion or discovery of the issue. Please provide enough detail for us to understand the concern and assess a remedy. Depending on the circumstances, any remedy may include re-performance, correction, a price reduction, or another fair solution permitted by law. We may request evidence such as photographs, descriptions, or access to inspect the issue.

We will consider complaints objectively and aim to resolve them without unnecessary delay. A complaint does not automatically entitle you to withhold payment for all services already supplied, unless the law allows it or we agree otherwise in writing. Where a dispute concerns a minor defect that can reasonably be corrected, you should allow us a fair opportunity to do so before seeking other remedies. This helps maintain a practical and balanced approach.

Nothing in this section limits rights that cannot be excluded under consumer law. If a service fails to meet the standard required by law, the available remedy will depend on the nature and seriousness of the breach. Any refund or price adjustment will be assessed fairly and in proportion to the issue identified.

11. Force Majeure
We are not liable for delay or failure to perform where this is caused by events beyond our reasonable control. This may include severe weather, fire, flood, accident, transport disruption, industrial action, power failure, disease outbreak, acts of government, or interruption to essential supplies. If such an event occurs, we will seek to minimise the impact and resume performance as soon as reasonably practicable.

If a force majeure event continues for a prolonged period, either party may be entitled to postpone, suspend, or cancel the affected service on fair and reasonable terms. Any payment for work already completed, materials already supplied, or non-recoverable costs already incurred may remain payable. We will take a proportionate approach and act in good faith in dealing with any affected booking.

12. Intellectual Property and Materials
Any documents, designs, templates, reports, or similar materials created by us remain our property unless otherwise agreed in writing. You are granted a limited right to use them for the purpose for which they were supplied. You must not copy, distribute, or exploit them for other purposes without permission, except where such restriction would be unlawful or inconsistent with mandatory rights.

13. Notices and Communication
Written communication relating to the booking, payment, amendments, complaints, or cancellations should be sent using the method agreed for the service. We may rely on emails, messages, invoices, or written confirmations as evidence of the agreement and any changes made to it. Communications are deemed received when they are reasonably capable of being accessed by the intended recipient, subject to any legal rule to the contrary.

If any part of these terms and conditions for services is found to be invalid or unenforceable, the remainder will continue in force. Any failure or delay by us in enforcing a right does not mean that right is waived. A waiver will only be effective if made in writing. We may update these terms from time to time, but the version in force at the time of your booking will normally apply unless we agree otherwise.

These terms are intended to be interpreted consistently with the law of the United Kingdom. If there is any conflict between these terms and mandatory statutory rights, the statutory rights will prevail. No provision is intended to remove protections that apply under consumer, contract, or unfair trading law.

14. Governing Law and Jurisdiction
These service terms are governed by the law of England and Wales, unless another part of the United Kingdom law applies by mandatory rule to your contract. Any dispute, claim, or question arising from or relating to the services will be dealt with by the courts having proper jurisdiction. We each agree to attempt to resolve disagreements in a fair and practical way before starting formal proceedings where this is possible.

If you are a consumer, you may have rights to bring proceedings in the courts of the part of the United Kingdom in which you live, depending on the applicable rules. Nothing in this clause is intended to take away any rights you cannot legally give up. This governing law clause helps ensure that the agreement is interpreted using a stable and predictable legal framework.

Final Acceptance
By placing a booking, making payment, or allowing work to commence, you confirm that you have read, understood, and agreed to these terms. If you do not agree with any part of them, you should not proceed with the booking. These conditions are designed to support a professional, lawful, and transparent service relationship for customers throughout the UK.