UK Service Terms and Conditions
These service terms and conditions set out the basis on which our UK services are provided to customers. By making a booking, confirming an order, or allowing work to commence, you agree to be bound by the rules below. Please read them carefully before engaging any of our professional services. These terms are intended to be clear, practical, and fair, while protecting both parties and ensuring that the service is delivered efficiently and safely.
These conditions apply to all bookings, quotations, arrangements, and instructions accepted by us for the supply of services. They cover the booking process, payments, cancellations, liability, waste handling, and the law that applies if a dispute arises. Where a specific service requires additional terms, those service-specific conditions will apply alongside these general terms, and in the event of conflict, the service-specific conditions will take priority to the extent necessary.
In these UK service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer, client, or any person acting on their behalf. References to “services” include any labour, appointment, consultation, installation, collection, support, maintenance, or other work we agree to carry out. These terms do not create rights for any third party unless the law requires otherwise.
1. Booking Process
Bookings may be made by any method we make available, including online enquiry, telephone, email, written request, or approved booking platform. A booking is only considered accepted when we confirm it, issue a written acceptance, or begin performing the service. Any quotation provided before acceptance is usually an invitation to proceed and not a binding commitment until confirmed. We may ask for additional details to ensure the service is suitable, safe, and accurately priced.
When you request a booking, you must provide accurate and complete information, including access requirements, the nature of the work, relevant measurements, known hazards, and any special instructions. If the information you provide is incomplete or incorrect, we may revise the price, change the timing, or refuse the booking where necessary. You are responsible for ensuring that anyone making a booking on your behalf has authority to do so, and that all details supplied are true and up to date.
We may set minimum notice periods, required deposit amounts, and booking conditions depending on the type of service. We also reserve the right to decline or cancel a booking where we reasonably believe it would be unsafe, unlawful, impractical, or outside our scope of work. Where a booking is accepted for a specific date or time, we will aim to attend as agreed, but timing may be subject to reasonable operational delays, access issues, weather conditions, or events beyond our control.
If you need to reschedule, you should notify us as soon as reasonably possible. We will try to accommodate changes, but alternative dates are subject to availability. Any revised appointment may be subject to updated charges, especially where materials, staffing, or travel arrangements have already been allocated. If a booking is repeated or deferred several times, we may require fresh confirmation before proceeding. For service booking conditions, timeliness and communication are essential to effective delivery.
2. Payments and Charges
Prices will be shown in the quotation, booking confirmation, invoice, or other written communication we issue. Unless stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. Any estimate is based on the information available at the time and may change if the scope of the work changes, if additional time is required, or if unforeseen issues arise. By accepting the service, you agree to pay all valid charges relating to that work.
We may require a deposit or advance payment before starting the service. Deposits are usually non-refundable unless we decide otherwise or the law requires a refund. Full payment may be required on completion, on the date of service, or within the credit period stated on the invoice. If payment is late, we may charge interest or reasonable recovery costs in accordance with applicable law, and we may suspend future work until outstanding sums are settled.
Payment Methods and Adjustments
We may accept payment by bank transfer, card, direct debit, cash, or other approved methods. Payment is only treated as received when cleared funds reach our account or when the transaction has been confirmed by the relevant payment provider. Any chargeback, failed payment, returned transfer, or reversed transaction remains your responsibility. If you dispute an invoice, you should raise the issue promptly and provide supporting information, but you must still pay any undisputed amount when due.
Where additional work becomes necessary because of hidden defects, access problems, customer changes, or new instructions, we will try to explain the cost impact before continuing, where reasonably practicable. If the extra work is urgent and delay would be unreasonable, we may complete it and charge a fair additional fee. Discounts, promotional rates, or special offers apply only for the period and scope stated. They cannot be combined unless we say so in writing.
All quoted prices exclude any items not expressly listed. Unless agreed otherwise, materials, parking fees, specialist disposal fees, call-out charges, and other incidental costs may be added where applicable. For clarity, no UK service contract is deemed fully paid until all relevant sums have been received. We reserve the right to correct pricing errors, provided the correction is reasonable and made as soon as the error is identified.
3. Cancellations, Postponements, and No-Shows
If you wish to cancel a booking, you should give notice as early as possible. Cancellation rights and any refund entitlement may depend on the type of service, the stage of work, and whether we have already incurred costs. Where a service has been scheduled for a fixed date, and resources have been allocated, cancellation fees may apply. If you cancel after work has started, you may be charged for the work completed, materials used, and reasonable expenses incurred up to that point.
We may cancel, suspend, or postpone a booking if we cannot safely or lawfully provide the service, if you fail to provide access or cooperation, if necessary materials are unavailable, or if events beyond our control prevent attendance. If we cancel before starting the service, we will usually refund any prepayment for undelivered work, subject to deductions for non-recoverable third-party costs where permitted. We are not responsible for any inconvenience, loss, or cost arising from a lawful cancellation made under these terms.
If you are not available at the agreed time, or we cannot gain access due to circumstances within your control, the appointment may be treated as a no-show. In those cases, we may charge a missed-appointment fee, waiting time fee, or full call-out charge where reasonable. Repeated missed appointments may result in future bookings being refused. Our cancellation policy is intended to balance fairness with the practical realities of scheduling service work in advance.
4. Service Standards and Customer Responsibilities
We will use reasonable skill and care in delivering the services agreed. However, any outcome may depend on the condition of the property, equipment, materials, or information provided by you. You must ensure safe access, appropriate utilities, and a working environment unless the nature of the service specifically requires otherwise. You are also responsible for removing valuables, fragile items, or obstructions that could be damaged or interfere with the work.
If our team identifies a health and safety risk, we may stop or decline to continue the service until the issue is resolved. This may include unsafe electrical conditions, unstable surfaces, contamination, aggressive behaviour, or inadequate ventilation. We may also ask you to leave the area clear while work is being performed. Where your actions, omissions, or instructions increase the risk, you may be responsible for any resulting delay, additional cost, or loss.
You agree not to request any service that would breach the law, violate third-party rights, or create a danger to people or property. You must not instruct us to dispose of regulated materials incorrectly, perform unauthorised alterations, or ignore manufacturer requirements where these apply. If a job appears unsuitable for completion in a lawful or safe manner, we may suspend it and recommend that it be addressed through an alternative lawful method.
5. Liability and Limits
Nothing in these service terms and conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited as described below. We will not be responsible for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss arising from delayed delivery, except where such exclusion is prohibited by law.
Where we are found liable for loss or damage, our total liability in connection with the relevant service will generally be limited to the amount you paid for that specific service, unless the law requires a different limit. We are not responsible for pre-existing defects, hidden conditions, or damage caused by items, surfaces, structures, or materials that were already weak, faulty, or unsuitable before our work began. This limitation applies to the fullest extent permitted by applicable law.
You must notify us of any alleged issue within a reasonable time after the service is completed, and in any event as soon as the problem becomes known. We may be given a reasonable opportunity to inspect the issue, assess the cause, and, where appropriate, put it right. If you arrange for a third party to alter, repair, or remove our work before we have had that opportunity, you may affect or reduce any potential remedy under these terms.
6. Waste Regulations and Disposal
Where our services generate waste, removal and disposal will be handled in line with applicable waste regulations, environmental requirements, and any service-specific instructions we have agreed. Certain waste types may require separate handling, documentation, or specialist disposal. You must tell us in advance if the waste may include hazardous substances, sharp items, electrical equipment, contaminated materials, confidential documents, or anything else requiring special treatment. Failure to disclose this information may result in delay or additional charges.
Unless we expressly agree otherwise, we will only remove waste that is reasonably associated with the service being provided. We may refuse to move or dispose of any waste that is unlawful, unsafe, excessively heavy, or beyond the scope of our arrangement. You remain responsible for ensuring that waste is correctly identified and that any items you ask us to handle can be lawfully collected, transported, and processed. We may ask you to complete declarations where needed.
Where waste transfer notes, signatures, or evidence of lawful disposal are required, you agree to provide the information reasonably requested and to cooperate with compliance procedures. We may use licensed partners or approved facilities for disposal where appropriate. We do not accept responsibility for any pre-existing contamination, concealed waste, or materials that were inaccurately described at the time of booking. These waste handling terms are designed to support safe and lawful service delivery.
7. Data, Complaints, and General Provisions
Any personal data you provide will be used to manage the booking, deliver the service, process payment, maintain records, and handle legitimate business administration. We will only use and retain information in accordance with applicable data protection law and our internal policies. If you raise a complaint, we will consider it in good faith and aim to resolve it promptly and fairly. Any complaint should include sufficient detail to allow us to investigate the matter properly.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or provision immediately does not mean we have waived that right. These terms may be updated from time to time, and the version in force at the time of booking will usually apply unless a later version is agreed in writing. No change is effective unless made or confirmed by us.
These UK service terms are governed by the law of England and Wales, unless another part of the United Kingdom law applies by mandatory legal rule in relation to the specific service. Any dispute arising from or connected with these terms will be dealt with by the courts having proper jurisdiction. By proceeding with a booking, you confirm that you have read, understood, and agreed to the terms applicable to the service being supplied.
