UK Service Terms and Conditions

These Terms and Conditions set out the basis on which services are provided in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these service terms and any related instructions provided in writing. These terms are designed to create a clear understanding of the booking process, payment obligations, cancellation rules, service limitations, waste handling responsibilities, and the legal framework that applies to the agreement.

1. Definitions and scope

In these conditions, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person or business requesting services. The services may include labour, installation, removal, maintenance, collection, or other agreed work supplied under a service contract. These UK service terms apply to all standard and bespoke bookings unless a separate signed agreement states otherwise.

2. Booking process

A booking is formed only when we have accepted the request and, where required, received any deposit or advance payment. A quote, estimate, or availability check does not by itself create a contract. We may request details about the property, access, parking, materials, items to be handled, and any special conditions before confirming the booking. It is your responsibility to ensure that the information provided is accurate and complete.

We may refuse or reschedule a booking if the information supplied is incomplete, if the requested service falls outside our scope, or if the required resources are not available. If the work requires permits, site permissions, or approvals from third parties, you must arrange these before the service date unless we have agreed in writing to assist. You must also ensure safe and reasonable access to the premises at the agreed time.

3. Service performance and customer obligations

We will carry out the services with reasonable care and skill, using suitable methods and materials where applicable. However, the customer must cooperate fully by providing access, truthful information, and a suitable working environment. If work is delayed because access is restricted, items are not ready, utilities are unavailable, or the premises are unsafe, we may charge for waiting time, a return visit, or any additional costs reasonably incurred.

You are responsible for removing personal belongings, protecting fragile items, and making clear any hazards, hidden defects, or known risks before work begins. If you ask us to proceed in circumstances where risks remain unresolved, you accept that the service may be limited to what can safely and reasonably be completed. Any changes to the original scope of the service must be agreed before the extra work is carried out.

4. Pricing and payment

Prices may be fixed, estimated, hourly, or based on a combination of labour, materials, and disposal charges. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable tax. Where a quote is provided, it will usually be valid for a limited period and may change if the scope of work, the location, the access conditions, or the required materials change before the service date.

Payment terms will be confirmed at the time of booking or in the invoice. We may require a deposit, advance payment, part payment, or full payment before work starts. For business customers, payment may be due within a stated number of days from the invoice date. Late payment may lead to suspended services, administration charges, recovery action, and statutory interest where permitted by law. Any discounts, promotional rates, or special pricing are offered at our discretion and may be withdrawn.

5. Cancellations, rescheduling, and no-shows

If you wish to cancel or reschedule, you must give notice within the time period confirmed at booking. Where no specific period is stated, notice should be provided as early as possible. If you cancel too close to the appointment date, or if we are unable to complete the work because you are not present, access is unavailable, or the site is not ready, we may charge a cancellation fee, a call-out fee, or the full agreed service charge depending on the circumstances.

6. Your right to cancel in certain cases

If the contract was made at a distance or off-premises and the law gives you a right to cancel, that right may apply only to eligible services and subject to legal exceptions. If you asked us to begin work during the cancellation period, you may be required to pay for the part of the service already provided. Once a service has been fully performed with your agreement, the cancellation right may no longer apply.

7. Changes, delays, and service limitations

We may need to change a booking time, delay attendance, or adjust the service method due to weather, supplier issues, traffic disruption, safety concerns, equipment failure, illness, or other events outside our reasonable control. In those circumstances, we will aim to offer a new appointment or a fair alternative. We are not responsible for indirect loss caused by unavoidable delay, provided we take reasonable steps to minimise disruption.

Where the service is time-sensitive, you must tell us in advance. We do not guarantee completion times unless expressly agreed in writing. Any suggestion that a task can be completed within a specific time should be treated as an estimate unless confirmed as a binding commitment. Services may also be limited where legal requirements, building conditions, or operational constraints prevent the requested work from being completed safely.

8. Waste, removal, and environmental compliance

If the service involves collection, disposal, clearance, or removal of waste, the customer must disclose in advance the type, volume, and condition of the items or materials involved. This includes whether the waste contains electrical items, bulky materials, contaminated goods, sharps, liquids, hazardous substances, or items requiring special handling. Incorrect or incomplete descriptions may result in revised charges, refusal to collect, or the need for separate disposal arrangements.

Waste generated during the service will be handled in accordance with applicable UK waste regulations and any relevant duty of care obligations. You must not ask us to remove prohibited, dangerous, or undeclared waste unless this has been expressly agreed and lawful arrangements are in place. If special licensing, transfer documentation, or segregation is needed, the parties will cooperate to ensure compliance. We may refuse to take waste that could create a legal or environmental risk.

9. Liability and exclusions

Nothing in these service conditions limits or excludes 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, we are not responsible for losses arising from inaccurate information supplied by the customer, hidden defects, pre-existing damage, unsuitable access, poor maintenance, or failure to follow reasonable instructions.

To the fullest extent permitted by law, our total liability for any claim connected with the service shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in a separate signed agreement. We are not liable for loss of profit, loss of business, loss of opportunity, or indirect or consequential loss. The customer is expected to maintain appropriate insurance for their own property and circumstances.

10. Quality concerns and remedy

If you believe the service has not been performed with reasonable care and skill, you should notify us within a reasonable time and provide sufficient detail for the matter to be reviewed. We may ask for photographs, records, access to the site, or other information to assess the issue. Where a valid concern is identified, we may choose to re-perform the service, correct the work, provide a partial refund, or offer another fair remedy at our discretion, subject to legal requirements.

11. Customer property and site conditions

We will take reasonable care when working on or around customer property, but you remain responsible for protecting valuable, delicate, or irreplaceable items unless we have agreed otherwise in writing. You should ensure that the work area is clear, safe, and suitable for the service to be delivered. Any damage caused by weak structures, pre-existing faults, or concealed defects that were not reasonably discoverable before work began will not be treated as our responsibility unless the law requires otherwise.

12. Termination and suspension

We may suspend or end the agreement if you fail to pay, provide unsafe conditions, misuse the service, request unlawful conduct, or materially breach these terms. If the agreement ends before completion, you must pay for work already carried out and any committed costs reasonably incurred. We may also decline future bookings where prior conduct has made continued service impractical or unsafe.

13. Data use, communications, and record keeping

We may keep records of bookings, invoices, service notes, and related communications for administrative, legal, accounting, or operational purposes. Any personal data will be processed in line with applicable data protection law and our privacy practices, where relevant. Administrative messages, booking confirmations, changes, and payment notices may be sent by email, text, phone, or other agreed methods.

14. Force majeure

We shall not be liable for delay or failure to perform where this results from events beyond our reasonable control, including severe weather, fire, flood, utility interruption, industrial action, transport disruption, governmental action, or supply chain failure. In such cases, performance will be paused for as long as reasonably necessary and the parties will work together to rearrange the service where appropriate.

15. Governing law and jurisdiction

These service terms are governed by the law of England and Wales, unless the service is supplied under a contract that clearly states a different governing law applies within the UK. Any dispute arising from or connected with the agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these conditions is found invalid or unenforceable, the remaining provisions will continue in full force.

By confirming a booking or accepting the service, you acknowledge that you have read, understood, and agreed to these UK service terms and conditions. These terms apply alongside any written quote, invoice, order confirmation, or service schedule issued for the work. If there is any inconsistency, the specific written agreement will take priority to the extent of that inconsistency.