Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers in the UK. By making a booking, you agree to these terms, which are designed to be clear, fair, and practical. They explain how bookings are made, when payments are due, what happens if you cancel, how liability is limited, and how waste is handled where relevant. Please read them carefully before confirming any order or service request.

These terms and conditions for services apply to all bookings unless we agree otherwise in writing. In these terms, “we”, “us”, and “our” refer to the service provider, and “you” refers to the customer placing the booking or receiving the service. If any part of these terms is unclear, the interpretation that is most consistent with the overall purpose of the agreement will apply. Nothing in these terms affects your statutory rights under UK law.

We may update these service terms from time to time to reflect changes in our operations, legal obligations, or service structure. The version in force at the time your booking is accepted will apply to that booking unless we notify you otherwise. Any variation must be made in writing or confirmed by us in a durable format. Oral statements, marketing material, or informal messages do not override these terms unless expressly agreed.

Booking process begins when you submit a request for services, provide the required information, and accept a quotation or estimated price where applicable. A booking is not confirmed until we acknowledge it and, where required, receive any deposit or upfront payment. We may request details such as the scope of work, access conditions, preferred dates, and any special requirements. You are responsible for ensuring that all information supplied is accurate and complete.

We reserve the right to decline, postpone, or amend a booking if the information provided is incomplete, misleading, or if the requested service cannot reasonably be delivered in the agreed timeframe. Any quotation is based on the information available at the time and may change if the scope of work changes, the property or site conditions differ from what was described, or additional work becomes necessary. If we identify a material change, we will try to notify you before proceeding.

Once a booking is accepted, you must ensure that the site, property, or premises are accessible on the agreed date and that any necessary permissions have been obtained. This includes permission from landlords, managing agents, neighbours, local authorities, or other third parties where relevant. You must also ensure that any items to be moved, handled, or disposed of are properly identified. If access is delayed or prevented for reasons outside our control, additional charges may apply.

Payments must be made in accordance with the price stated in the quotation, invoice, or booking confirmation. Unless otherwise agreed, prices are exclusive of VAT and other applicable taxes, which will be added where required by law. We may require a deposit, part payment, or full payment in advance before work starts. Any remaining balance must be paid on or before the due date shown on the invoice or upon completion of the service, depending on the arrangement.

If payment is not received when due, we may suspend the service, withhold completion, cancel the booking, or charge reasonable recovery costs permitted by law. Late payments may also incur interest at the statutory rate applicable to commercial debts or such other rate as is lawful and expressly agreed. You must ensure that the payment method you provide is valid and that sufficient funds are available. Any bank charges or transaction fees imposed by your provider remain your responsibility.

Where a quotation is based on estimated time, volume, labour, or materials, the final amount may vary if the actual service differs from the estimate. Additional charges may arise due to extra work requested by you, difficult access, waiting time, parking restrictions, disposal fees, or urgent attendance outside standard scheduling. We will aim to discuss any significant increase before proceeding. Clear service pricing helps avoid misunderstanding, but estimates are not fixed prices unless stated as such in writing.

Cancellations must be made as soon as possible. If you cancel a confirmed booking, you may be charged a cancellation fee depending on how much notice is given, whether any materials or staff have already been allocated, and whether the service has started. If cancellation is made after we have travelled to site, commenced work, or incurred costs on your behalf, you may be liable for those costs in full. Any deposit paid may be non-refundable unless we state otherwise.

We may cancel or reschedule a booking for reasons including unsafe working conditions, severe weather, lack of access, non-payment, inaccurate information, legal restrictions, or circumstances beyond our reasonable control. If we cancel for reasons within our control, we will offer a new date or refund any prepayment for the unperformed part of the service. However, we are not responsible for indirect losses caused by a lawful cancellation, such as loss of profit, loss of use, or missed appointments.

Where a service depends on your cooperation, you must be present or available as agreed, provide any required approvals promptly, and remove any obstacles before the scheduled start time. If you fail to do so and we cannot complete the work, the booking may be treated as cancelled by you. In that case, our cancellation charge may apply. We recommend that you keep any booking confirmations, invoices, and written changes for your records.

Liability is limited to the extent permitted by law. We will perform our services with reasonable care and skill, but we do not guarantee that every outcome will match subjective expectations if the work has been carried out properly. 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 under UK law.

Subject to the paragraph above, we are not liable for indirect or consequential loss, loss of business, loss of revenue, loss of data, or loss arising from your failure to follow our instructions, provide accurate information, or maintain the premises or items in a suitable condition. If we are found liable for a breach of contract or negligence, our total liability will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

Service conditions and risk may be affected by pre-existing damage, hidden defects, unsuitable surfaces, unsafe installations, adverse weather, or the age and condition of items or premises. We are not responsible for deterioration that occurs because of inherent defects, normal wear and tear, or circumstances outside our control. You must inform us in advance of any known hazards, fragile items, access issues, asbestos, sharp materials, biohazards, or any other risks that could affect safe performance.

Waste regulations apply where our service involves removal, transport, handling, or disposal of waste. We will comply with applicable UK waste laws and environmental obligations. You must not ask us to remove prohibited, hazardous, or unlabelled waste unless we have expressly agreed and are legally permitted to do so. Waste may include household items, commercial refuse, construction debris, or other materials agreed in advance, but only if its classification has been disclosed accurately.

You are responsible for identifying any waste that may require special handling, including electrical items, batteries, liquids, chemicals, medical waste, contaminated materials, or items containing personal data. We may refuse to remove such items if proper arrangements have not been made. If waste is misdescribed, mixed with prohibited items, or presents a legal or safety risk, we may charge additional fees, suspend collection, or require you to separate and retain the affected materials at your expense.

Where applicable, we may transfer waste only to authorised facilities or licensed carriers, and we may issue or retain documents required by law. You must not place unlawful, dangerous, or undisclosed waste into a load or container arranged under these terms. If you breach waste rules and cause us loss, penalty, clean-up costs, or regulatory exposure, you agree to reimburse those amounts to the extent permitted by law. Proper waste disposal terms help ensure lawful, responsible service delivery.

Complaints and performance issues should be raised promptly so we can assess and, where appropriate, correct them within a reasonable time. If you believe the service has not been delivered in line with these terms, we may request evidence, access to the site or item concerned, and a chance to inspect the issue. Any remedy may include re-performance, partial refund, repair, or another proportionate solution, depending on the circumstances and any legal rights that apply.

We may use subcontractors, employees, or third parties to deliver all or part of the service. Any such party will be required to act consistently with the obligations set out in these terms. You may not assign or transfer your rights under the booking without our written consent. We may assign our rights and obligations where this does not materially reduce the service you receive or your legal protection. Headings in these terms are for convenience only and do not affect interpretation.

Each booking forms a separate agreement, but these terms apply to the extent that they are relevant to the service provided. If any part of these terms is found unenforceable by a court or competent authority, the remaining provisions will continue in force. No waiver of a breach will be treated as a waiver of any later breach. Our failure to enforce a right immediately does not mean we give up that right.

Force majeure means events outside our reasonable control, including severe weather, transport disruption, fire, flood, illness, strike, supply shortages, power failure, or legal restrictions. If such an event prevents or delays performance, we will not be liable for the delay or failure to perform to the extent caused by the event. We will take reasonable steps to resume the service or rearrange the booking where practical and fair to both parties.

Governing law and jurisdiction: these service terms and conditions are governed by the laws of England and Wales, unless mandatory law provides otherwise. Any dispute arising from or in connection with these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where you have the right to bring proceedings in another UK jurisdiction under applicable law. This clause applies to all contractual and non-contractual claims connected with the service.

Entire agreement: these terms, together with the accepted quotation or booking confirmation, constitute the entire agreement between you and us in relation to the service. They replace any prior discussions, representations, or arrangements on the same subject, except where fraud or misrepresentation applies. By booking with us, you confirm that you have read, understood, and accepted these terms and conditions for services.