Terms and Conditions for UK Services
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 commence, the customer agrees to be bound by the provisions below. These terms are intended to create a clear understanding of the service process, payment expectations, cancellation rights, liability limits, waste handling responsibilities, and the law that applies to the agreement. They should be read carefully before any appointment is accepted.
For the purposes of these service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. Where a booking is made for another person, the individual making the arrangement confirms that they have authority to do so and that all information supplied is accurate and complete. Any material change to the scope of the service may affect pricing, timing, and availability.
These UK service conditions apply to all standard appointments unless otherwise agreed in writing. Nothing in these terms is intended to remove rights that cannot legally be excluded. If any part of this document is found to be unlawful or unenforceable, the remaining provisions will continue in force to the fullest extent permitted by law.
Booking Process
All service bookings are subject to availability and confirmation. A request for an appointment does not guarantee acceptance until it has been reviewed and approved. We may ask for additional details before confirming a booking, including the nature of the work, the property type, access arrangements, and any special requirements that may affect performance of the service. The customer is responsible for ensuring that the information provided is true, accurate, and kept up to date.
Once a booking is accepted, a confirmation may be issued by written notice, electronic message, or another reasonable method. That confirmation will normally set out the service date, an estimated time window, the scope of work, and any agreed price or charge basis. It is the customer’s responsibility to review the confirmation carefully and notify us promptly of any errors. We may refuse or cancel a booking where there is a risk to safety, legality, or operational suitability.
Where access is restricted, where parking or entry is difficult, or where specialist equipment is needed, this should be disclosed at the time of booking. If the actual conditions differ materially from those described, we may amend the appointment, revise the price, or postpone the service until the issue is resolved. Any delay caused by inaccurate information, missing access, or unprepared premises may result in additional charges.
Changes to Bookings
Requests to change a confirmed service appointment should be made as early as possible. We will use reasonable efforts to accommodate changes, but availability cannot be guaranteed. If a change affects the nature, duration, or cost of the work, we may issue a revised confirmation. The customer accepts that changes made close to the scheduled time may be treated as a late amendment and may incur an administration fee or revised rate.
If you wish to reschedule, substitute a location, vary the scope of work, or add extra services, the revised arrangement will only take effect once confirmed by us. Any quoted time is an estimate unless expressly stated otherwise. Delays caused by traffic, weather, third parties, customer inaction, or unexpected operational issues do not automatically entitle the customer to compensation, though we will aim to keep disruption to a minimum.
We may need to alter or postpone a booking where there is a risk to health and safety, where staff are unavailable due to sickness or emergency, or where force majeure events prevent performance. In such cases, we will try to offer an alternative date. Where no suitable alternative can be agreed, the customer will be entitled to a refund of any prepaid amount for the undelivered portion of the service, subject to lawful deductions where applicable.
Payments and Charges
Prices for UK services may be shown as fixed fees, hourly rates, call-out charges, or a combination of these. Unless otherwise stated, all prices are exclusive of VAT and any other applicable taxes. The total amount payable will depend on the agreed scope of work, the time required, the complexity of the task, and any additional materials, labour, or equipment used. Any estimate is provided in good faith but may be adjusted if the actual conditions differ from those described.
Payment terms will be confirmed at the time of booking or on the invoice. In some cases, we may require a deposit, part-payment, or full prepayment before work is scheduled or commenced. Unless a different arrangement is agreed in writing, payment must be made by the due date stated on the invoice. Late or failed payment may result in suspension of services, cancellation of future appointments, and the recovery of reasonable administrative and collection costs.
Where a customer disputes an invoice, they must raise the issue promptly and provide relevant details. Undisputed sums remain payable on time. Any discount, promotional rate, or special offer is granted at our discretion and may be withdrawn, varied, or limited to particular services or booking periods. We reserve the right to correct genuine pricing errors, subject to giving reasonable notice before proceeding with the work.
Additional Costs and Customer Responsibilities
The customer must ensure that the premises are ready for the agreed service. This includes providing access, securing permissions where necessary, and removing obstacles that may prevent completion of the work. If we attend and cannot carry out the service because the customer is absent, access is not provided, or the area is unsuitable, we may charge a call-out fee, waiting time, or a proportion of the agreed price. Any extra visits required due to circumstances outside our control may also be chargeable.
Any materials or additional items requested during the appointment may be charged separately. If the customer asks us to purchase goods, source parts, or undertake extra work not included in the original agreement, those items will normally be invoiced in addition to the base price. We are not obliged to begin extra work until the customer has agreed to the revised cost or the basis on which it will be calculated.
The customer is also responsible for ensuring that any personal property, fragile items, or sensitive materials are adequately protected before the service begins. We will take reasonable care while working, but we may ask the customer to move or secure valuables, clear workspaces, or disconnect certain items where this is necessary for safe and effective performance.
Cancellations and Refunds
For service cancellation, the customer should notify us as soon as possible. Cancellation rights may depend on the type of service, the stage of performance, and any specific agreement made at the time of booking. Where a cancellation is received before work has started, a full or partial refund may be issued depending on any costs already incurred, including reserved time, materials ordered, or third-party charges. If the service is booked for a specific date and the customer cancels late, a cancellation fee may apply.
If the customer cancels after work has begun, they must pay for the portion already completed together with any reasonable expenses incurred up to the point of cancellation. Where the service is fully performed with the customer’s agreement, the right to cancel or receive a refund may be limited to the extent permitted by law. Any refund will be processed using the original payment method where practicable, unless another method is agreed.
We may cancel a booking if the customer breaches these terms, provides misleading information, fails to pay, or creates an unsafe or unlawful working environment. We may also cancel where continuing would risk damage, injury, or non-compliance with applicable rules. In the event of cancellation by us, any prepaid amount for work not carried out will normally be refunded, except where the cancellation arises from the customer’s breach or from circumstances beyond our reasonable control.
Cooling-Off Rights and Exclusions
Where the agreement is made at a distance or off-premises, consumer cancellation rights may apply under UK law, subject to the usual exceptions. If the customer expressly requests that services begin within the cancellation period, they acknowledge that the right to cancel may be affected once performance has started. If the service is fully completed during the cancellation period with the customer’s consent, the right to cancel may no longer apply.
To the fullest extent allowed by law, no refund will be due for cancellation arising from the customer’s failure to read these terms, to prepare the premises, or to provide accurate information at the time of booking. Any goodwill refund or waiver offered by us will not create a precedent and will not affect our rights under these terms.
Liability and Service Standards
We will provide the service agreement with reasonable care and skill and in accordance with the description agreed at booking. However, except where liability cannot lawfully be excluded, we shall not be responsible for losses that are indirect, consequential, or unforeseeable. This includes, for example, loss of profit, loss of business, loss of opportunity, or damage that results from inaccurate instructions given by the customer or from conditions outside our control.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under applicable law. Where we are legally responsible for direct loss or damage, our total liability will ordinarily be limited to the amount paid or payable for the relevant service, unless a higher limit is required by law.
We are not responsible for pre-existing defects, hidden faults, or deterioration that was not reasonably visible before work began. If we identify a problem that may affect the service, we may suspend work and inform the customer of the issue. The customer agrees that any advice provided is based on the information available at the time and does not amount to a guarantee of future performance or outcome.
Customer Duties and Indemnity
The customer must cooperate reasonably with us and must not interfere with safe operation. They must ensure that the work area is lawful, accessible, and free from hazards so far as reasonably practicable. They should also provide any relevant information about known risks, building restrictions, vulnerable materials, or instructions from landlords, managing agents, or other persons with authority over the premises.
If the customer’s instructions, conduct, or omissions cause loss, delay, or additional expense, the customer may be responsible for those costs. The customer agrees to indemnify us against claims, losses, or damages arising from inaccurate information, unlawful instructions, or failure to obtain necessary permissions, except where the loss is caused by our own negligence or breach of these terms.
Waste Regulations and Disposal
Where the service produces waste, the handling and disposal of that waste will be managed in accordance with applicable waste regulations and environmental requirements. The customer must not ask us to remove prohibited materials unless that has been expressly agreed and lawfully permitted. Certain items may require special handling, separate documentation, or authorised disposal routes. We reserve the right to refuse removal of any waste that is unsafe, contaminated, unlawful, or outside the scope of the agreed service.
The customer is responsible for ensuring that any items presented for collection or disposal are described accurately. If waste is misdescribed, mixed with hazardous substances, or contains items that require special treatment, we may revise the charge, delay the collection, or decline to proceed. The customer remains responsible for any fines, penalties, or legal consequences arising from incorrect classification, undeclared hazardous content, or failure to comply with statutory duties.
Any recyclable, reusable, or recoverable material may be processed in accordance with our operational procedures and applicable law. Where required, records of collection, transfer, or disposal may be retained for compliance purposes. By agreeing to the service, the customer authorises us to handle waste arising directly from the agreed work only, and not from unrelated items unless that has been separately arranged.
Environmental and Safety Compliance
We may refuse to handle materials that pose a risk to health, safety, or the environment. This includes substances that are corrosive, flammable, explosive, infectious, or otherwise regulated. If prohibited or restricted waste is discovered during the service, work may be paused until the issue is resolved. Additional costs caused by specialist disposal or compliance measures may be passed on to the customer where permitted by law.
The customer must not conceal hazardous materials or dispose of regulated items in a way that could expose staff or third parties to risk. Where a site inspection reveals a compliance concern, we may require the customer to take corrective action before continuing. Our obligation is limited to the agreed services and does not extend to becoming the legal operator or producer of waste except where required by law.
Force Majeure, Suspension, and Termination
We shall not be liable for failure or delay caused by events beyond our reasonable control, including severe weather, transport disruption, utility failure, industrial action, acts of government, fire, flood, epidemic, or interruption of supply chains. In such circumstances, performance may be suspended for the duration of the event. We will seek to resume the service as soon as reasonably practicable or agree a revised arrangement where appropriate.
We may suspend or terminate the service agreement immediately if the customer acts abusively, creates a dangerous environment, refuses to pay undisputed sums, or materially breaches these terms. Termination does not affect rights or obligations that have already accrued, including payment for work completed, liability for loss caused by breach, or any clause intended to survive termination.
Privacy, Notices, and General Provisions
Any personal data shared in connection with a service booking will be processed only for legitimate business purposes, including administration, invoicing, compliance, and service delivery, in accordance with applicable data protection law. Notices under these terms may be given by email, text, post, or another reasonable method using the contact details provided at booking. A notice is deemed received in line with normal delivery expectations for that method.
If we do not enforce a particular right immediately, that does not mean we waive it. A waiver must be expressed in writing to be effective. The customer may not assign or transfer the benefit of the agreement without our prior written consent. We may assign or subcontract elements of the work where reasonable and lawful, provided this does not materially reduce the standard of service.
Governing Law and Jurisdiction
These service terms and conditions are governed by the law of England and Wales unless another part of the United Kingdom law is mandatory for the transaction. Any dispute arising from or connected with the agreement shall be subject to the exclusive jurisdiction of the courts of the relevant part of the United Kingdom, unless applicable consumer law requires otherwise. If a customer is resident in another UK jurisdiction, any mandatory protections that apply to them will remain unaffected.
By proceeding with a booking, the customer confirms that they understand these terms, accept their responsibilities, and agree that the relationship between the parties will be governed by the provisions above. These terms form the entire agreement between the parties concerning the services described, unless a separate written contract states otherwise. Any variation must be agreed in writing and signed or otherwise confirmed by both parties.
The customer is encouraged to keep a copy of these terms for their records. Any headings used in this document are for convenience only and do not affect interpretation. The use of singular words includes the plural and vice versa where the context allows, and references to legislation include any re-enactment, modification, or replacement of that legislation.
