Service Terms and Conditions

These service terms and conditions set out the basis on which we provide domestic and commercial services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to make the service agreement clear, fair, and practical, covering the full process from booking through to completion, payment, cancellations, liability, waste handling, and the law that applies.

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 or the person authorised to make the booking. These terms of service apply to all services unless we agree in writing to vary them. Any special instructions, quotations, or written confirmations form part of the agreement only to the extent that they are consistent with these terms.

If any part of these conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply in full. Nothing in these service terms affects your statutory rights where such rights apply. The intention is to create a clear and balanced framework for the provision of services, while allowing us to manage operations efficiently and lawfully.

1. Booking Process

Bookings may be made through the methods we make available from time to time, subject to availability and acceptance. A booking is only considered confirmed once we have acknowledged it and, where required, received any deposit or advance payment. A request for a quotation does not in itself create a binding agreement for service provision. The booking process may involve an initial assessment of your requirements, property type, access arrangements, service scope, and any relevant site conditions.

When making a booking, you must provide accurate and complete information. This includes, where relevant, the address, contact details, details of the work requested, any hazards known to you, and any restrictions that may affect access or the safe performance of the service. If the information supplied is incomplete or misleading, we may revise the quotation, amend the service plan, or cancel the booking if necessary. We will use reasonable efforts to attend at the agreed time, but appointment times are estimates unless expressly stated otherwise.

You are responsible for ensuring that the location is ready for the agreed service. This includes access to the relevant area, parking or unloading arrangements where applicable, and the removal of obstacles or items that could prevent safe completion. If we arrive and cannot carry out the work because the site is not ready, there may be a charge for wasted attendance or a rebooking fee. Any change to the scope of work requested on the day may require a revised price and additional time.

2. Prices and Payments

Our prices may be provided as fixed fees, estimated charges, hourly rates, or a combination of these, depending on the nature of the service. Unless otherwise stated, prices exclude unforeseen extra work, additional materials, or costs arising from incorrect information supplied by you. All quotations are valid for the period stated on the quotation or, if no period is stated, for a reasonable time only. We may update prices before confirmation where our costs have changed or where the requested service is altered.

Payment terms will be confirmed at booking or on the quotation. Unless otherwise agreed, payment is due on completion of the service, or in advance where a deposit is required. We may ask for part-payment for larger projects, repeat appointments, or work that requires materials to be ordered in advance. Accepted payment methods may include card, bank transfer, or other methods notified at the time of booking. Failure to pay on time may result in suspension of further services and recovery action for any outstanding amount.

We may charge interest and reasonable costs on overdue balances in accordance with applicable law. If you dispute an invoice, you must notify us promptly and provide the reasons for the dispute. You must still pay any undisputed portion by the due date. The payment terms are intended to ensure smooth service delivery and prompt settlement of charges for work properly completed.

3. Cancellations, Rescheduling, and No-Shows

Cancellations or requests to reschedule should be made as early as possible. Where we have allocated time, staff, vehicles, or materials to your booking, late cancellations may incur a fee. The amount of any cancellation charge may depend on notice given, the type of service, and any non-recoverable costs already incurred. If a deposit has been paid and the cancellation falls within the chargeable period, we may deduct the appropriate amount from the deposit and refund any balance.

If you fail to provide access, are not present when required, or otherwise prevent us from carrying out the service at the agreed time, this may be treated as a cancellation or missed appointment. In such cases, a call-out fee, wasted attendance charge, or full service charge may apply where reasonable and proportionate. We may also cancel or postpone the service where weather, safety concerns, equipment failure, or events beyond our control make performance impractical or unsafe.

You may have cancellation rights under consumer law for certain services booked at a distance or off-premises, subject to any applicable exceptions. Where a requested service begins within the cancellation period at your express request, you may be liable to pay for the work carried out up to the point of cancellation. If you ask us to proceed early, you acknowledge that the statutory cancellation rights may be affected to the extent permitted by law.

4. Service Delivery and Customer Obligations

We will provide the services with reasonable skill and care and in accordance with the agreed specification. Any dates or times given are estimates unless we expressly agree a guaranteed slot. If we need access to water, electricity, parking, secure entry, or other facilities necessary for the work, you must ensure that these are available. You must also tell us about any known risks, including structural issues, vulnerable surfaces, pets, restricted access, or hazardous materials.

We may refuse to commence or continue work if we reasonably believe the site is unsafe, if the instructions are unlawful, if the requested work exceeds our agreed scope, or if conditions prevent proper performance. Where possible, we will discuss options with you before taking that step. Any extra charges arising from changes to the original scope, delays caused by you, or additional work requested on site will be payable in addition to the original price.

It is your responsibility to check the outcome of the service promptly and to tell us about any concerns within a reasonable time. If an issue is reported, we may inspect the work, offer a remedy, or explain why no further action is required. This does not limit any rights you may have under law, but it helps us resolve matters quickly and fairly. Our aim is to maintain a clear and dependable service contract throughout the booking and completion stages.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded. Subject to that, we are not liable for losses that were not foreseeable, for business interruption, loss of profit, loss of data, or indirect or consequential loss arising from the use of our services. We only accept liability for direct loss caused by our failure to exercise reasonable care and skill.

If we are responsible for proven damage to your property, our liability will be limited to the reasonable cost of repair or replacement, taking into account fair wear and tear, depreciation, and the condition of the item before the incident. We will not be liable for damage caused by pre-existing faults, hidden defects, unsuitable conditions, or your failure to provide accurate information or proper access. You should take reasonable steps to protect valuable, fragile, or removable items before service begins.

To the extent permitted by law, our total liability in connection with any single booking will not exceed the amount paid or payable for the service giving rise to the claim, except where a higher amount is required by statute. These UK service terms are intended to allocate risk fairly and transparently. They do not prevent you from exercising any legal rights available under consumer protection legislation where applicable.

6. Waste Regulations and Responsible Disposal

Where our services involve the removal, collection, transport, or disposal of waste, all waste handling will be carried out in accordance with applicable UK waste regulations and environmental requirements. You must not ask us to remove prohibited, hazardous, illegal, or undisclosed materials unless we have expressly agreed to do so in advance and in compliance with the law. We may refuse to handle waste that is unsafe, not properly described, or outside the scope of the booking.

You are responsible for telling us about any waste type that may require special handling, including items containing chemicals, oils, asbestos, electrical components, batteries, sharps, contaminated materials, or bulky items with restricted disposal requirements. If waste is misdescribed or concealed, additional charges may apply, and we may cancel the waste element of the service. We may also need to separate, classify, or document waste in line with our legal obligations, and you agree to provide any information reasonably required for that purpose.

Where we arrange lawful transfer or disposal, you acknowledge that waste may be taken to an authorised facility, transferred to a licensed carrier, or otherwise dealt with in line with the applicable rules. We do not accept responsibility for waste that is unlawfully presented to us or for penalties arising from inaccurate declarations made by you. The aim of our waste disposal terms is to ensure that all services are delivered responsibly and in compliance with environmental standards.

7. Force Majeure, Suspension, and Termination

We are not responsible for delays or failure to perform caused by events beyond our reasonable control. Such events may include severe weather, fire, flood, industrial action, transport disruption, power failure, government restrictions, or shortages of materials or labour. In those circumstances, we may suspend the service, reschedule the appointment, or terminate the booking if performance becomes impossible or impracticable. Where appropriate, we will refund any prepayment for work not carried out, less any reasonable costs already incurred.

We may also suspend or end the agreement if you breach these terms, fail to pay amounts due, provide unsafe or unlawful instructions, or behave in a threatening or abusive manner toward our staff or contractors. If termination occurs due to your breach, you may remain liable for work completed, materials ordered, and reasonable losses arising from the breach. Termination does not affect any rights or obligations that arose before the termination date.

Any waiver by us of a breach or delay will not prevent us from relying on that breach or delay later. If we choose to continue working after a problem arises, that does not mean the issue has been waived or accepted. These terms remain in force for every booking unless replaced by a newer written version agreed by both parties.

8. Governing Law and General Provisions

These terms and conditions for services are governed by the law of England and Wales, unless another part of the United Kingdom lawfully applies by reason of your location or the nature of the contract. Any dispute arising from or relating to these terms, the booking, or the service provided will be subject to the jurisdiction of the courts with authority to hear the matter under applicable law. This clause applies to the fullest extent permitted by law.

If we update these terms, the revised version will apply to future bookings from the date of publication or the date stated in the update. Changes will not affect services already agreed unless required by law or expressly stated. You should review the terms before making each new booking so that you are aware of the current conditions. Our continuing use of practical, transparent service conditions is intended to support a clear and predictable relationship with every customer.

Acceptance of Services: by confirming a booking, making payment, or allowing work to commence, you acknowledge that you have read, understood, and agreed to be bound by these service terms and conditions. If you do not accept them, you should not proceed with the booking. These provisions form the full agreement between us in relation to the services, unless replaced or supplemented by a signed written agreement.

Entire Agreement: these terms, together with any written quotation or confirmation expressly incorporated into them, constitute the entire agreement relating to the service. No statement made before the agreement shall override these terms unless confirmed in writing. If any part of the agreement is inconsistent with mandatory law, that part will be interpreted or limited only to the extent necessary to make it lawful.