UK Service Terms and Conditions

These service terms and conditions set out the agreement between the service provider and the customer for the supply of services within the United Kingdom. By placing a booking, requesting a quote, or confirming an appointment, the customer agrees to be bound by these terms. They are intended to provide a clear, fair, and practical framework for the service relationship, covering the booking process, payment arrangements, cancellations, liability, waste regulations, and the law that applies to the agreement.

These terms apply to all standard and bespoke service arrangements unless a separate written contract states otherwise. In the event of any inconsistency between a quotation, order confirmation, or special instruction and these terms, the written agreement will prevail only where it expressly states that it overrides these terms. Nothing in this document limits any rights the customer may have under applicable consumer law.

For the purposes of this document, references to “we”, “us”, and “our” mean the service provider, and “you” or “your” mean the customer or person booking the service. The wording may refer to services, jobs, appointments, or works; all such references are intended to include the relevant service being delivered. These terms and conditions for services are designed to be straightforward while still reflecting the responsibilities of both parties.

1. Booking Process

Bookings may be made through any accepted method specified at the point of enquiry or quotation. A booking is not confirmed until it has been accepted by us in writing, electronically, or through another clear confirmation method. We may request further details before accepting a booking, including the nature of the required work, access conditions, site instructions, or any other information needed to assess the job properly.

When a quotation is provided, it will normally be based on the information supplied at the time. If that information later proves to be incomplete or inaccurate, we may revise the quotation, adjust the scope of the service, or decline the booking if the work cannot reasonably be carried out as originally described. The customer is responsible for ensuring that all relevant details are accurate and for notifying us promptly of any changes before the appointment date.

The customer must ensure that the premises, access routes, and work area are available and suitable on the agreed date and time. This includes providing any required permits, permissions, keys, security access, parking arrangements, and site access instructions. If access is delayed or prevented because the customer has not made proper arrangements, we may treat the visit as cancelled or charge an attendance fee. Where applicable, appointments may also be subject to weather, safety, or operational constraints.

2. Pricing and Payments

All prices are stated in pounds sterling unless otherwise agreed. Prices may be fixed, estimated, or subject to variation depending on the nature of the work. An estimate is not a binding final price and may change where the actual service differs from the information originally provided. Any additional charges arising from unforeseen circumstances, extra labour, specialist equipment, waste handling, delayed access, or changes requested by the customer may be added to the final invoice.

Payment terms will be confirmed at the time of booking or in the quotation. In many cases, payment may be required in full before the service begins, on completion, or within a specified invoice period. Where a deposit is required, the booking may not be reserved until the deposit has been received. If payment is not made on time, we may suspend further work, withhold delivery of completed services where lawful, charge reasonable recovery costs, and charge interest on overdue sums at the statutory rate.

We reserve the right to require advance payment for materials, special equipment, or services involving higher operational costs. Any discounts, promotional rates, or special offers will apply only in accordance with their stated conditions and may be withdrawn or amended before a booking is confirmed. Unless expressly stated, prices do not include third-party charges, planning fees, parking charges, disposal charges, or other external costs that arise in connection with the service.

3. Changes, Cancellations, and Rescheduling

Customers may request a change to the booking date, time, or service scope, but any change is subject to availability and our agreement. We will try to accommodate reasonable amendments, although operational constraints may prevent us from doing so. If a requested change affects labour, materials, or waste disposal requirements, the quotation and timing may be updated accordingly.

If the customer wishes to cancel a booking, reasonable notice should be given. Cancellation charges may apply where we have already reserved time, prepared materials, mobilised staff, or incurred other costs. Where a deposit has been paid, it may be retained in full or in part to cover those costs unless the law requires otherwise. If the customer fails to be present, refuses access, or does not provide the agreed conditions for the service to proceed, this may be treated as a late cancellation or no-show.

We may cancel or reschedule a booking where necessary because of safety concerns, staff illness, equipment failure, adverse weather, lack of access, non-payment, or other events outside our reasonable control. If we cancel for reasons within our control, we will usually offer an alternative appointment or refund any sums paid for the affected service where appropriate. We will not be responsible for indirect losses caused by cancellation or delay, provided we have acted reasonably and in accordance with applicable law.

4. Delivery of Services

We will use reasonable skill and care in delivering the agreed service and will aim to complete the work within the estimated timeframe. Any completion date or time given is approximate unless expressly stated as fixed. Delays may occur due to weather, supply issues, access problems, or circumstances outside our control. We will not be liable for delay unless it results from our negligence or a breach of these terms.

The customer must ensure that the work area is reasonably clear, safe, and ready for service delivery. Where items need to be moved, disconnected, protected, or isolated before work starts, the customer should make sure this is done in advance unless we have agreed to do it as part of the service. We may refuse to continue if conditions are unsafe or if continuing would risk damage to property, equipment, or persons.

Any materials supplied remain subject to the manufacturer’s instructions and applicable warranties, if any. If the customer supplies materials or equipment, we are not responsible for defects, incompatibility, or failure arising from those items unless the problem is caused by our negligence. We may reasonably rely on the customer’s instructions where they are clear and lawful, but we may decline to follow instructions that would create a safety risk or breach applicable regulations.

5. Liability and Limitations

We accept responsibility for direct loss or damage caused by our negligence, wilful misconduct, or breach of these service terms, subject to the limits set out below. Nothing in this document excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded under UK law. Your statutory rights remain unaffected.

To the fullest extent permitted by law, we will not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of opportunity, or business interruption. We are also not liable for damage caused by pre-existing defects, hidden faults, poor maintenance, misuse, customer-provided materials, or failure by the customer to follow our instructions or maintain suitable conditions after completion of the service.

Where liability is established and a remedy is required, our preference is to repair, re-perform, replace, or refund the affected element of the service, as appropriate and reasonable in the circumstances. Any claim must be notified within a reasonable time after the issue is discovered, and the customer must allow us a fair opportunity to inspect, investigate, and, where appropriate, remedy the matter before third-party intervention is arranged.

6. Waste Regulations and Environmental Compliance

Where our services generate waste, both parties must comply with applicable waste regulations and environmental rules in force in the UK. We will handle, transport, and dispose of controlled waste in accordance with the law and any relevant duty of care requirements. The customer must not ask us to remove waste that is hazardous, illegal to transport, improperly packaged, or undisclosed at the time of booking.

If waste removal forms part of the service, the customer must disclose in advance the type, quantity, and condition of any items or materials to be removed. This includes any concern relating to contamination, sharp materials, electrical items, liquids, chemicals, or other special handling needs. If waste has not been accurately described, we may revise the price, refuse collection, or require the customer to make alternative arrangements at their cost.

Waste transfer notes, consignment documentation, or similar records may be prepared where required by law. The customer agrees to provide any information reasonably needed to complete such records truthfully and promptly. Any items retained by the customer after completion of the work remain their responsibility, and we are not responsible for recycling, storage, or disposal unless this has been specifically agreed as part of the service.

7. Customer Responsibilities

The customer must provide accurate information, cooperate reasonably, and ensure that the service can be carried out safely and lawfully. This includes disclosing known hazards, fragile surfaces, restricted access, hidden services, and any special requirements that may affect the work. Failure to provide relevant information may result in additional charges, delays, or cancellation.

The customer is also responsible for protecting valuables, sensitive documents, and personal items before service delivery begins, unless we have expressly agreed to handle them. We will take reasonable care, but we do not accept responsibility for loss or damage to items left unsecured in the work area where reasonable precautions were not taken by the customer. Where the service requires supervision, the customer should ensure that an authorised adult is available where appropriate.

Any complaint about the service should be raised as soon as reasonably possible after completion. This allows us to investigate promptly and, where justified, offer a remedy. Complaints raised long after the service has been completed may be difficult to assess fairly, especially where the condition of the premises, equipment, or materials has changed since the work took place.

8. Force Majeure

We will not be liable for any failure or delay in performance caused by events outside our reasonable control. Such events may include severe weather, flood, fire, industrial action, transport disruption, power failure, supply chain interruption, government action, public health restrictions, or any similar event that prevents or materially hinders performance.

If a force majeure event occurs, we may suspend the service for the duration of the event, reschedule the booking, or, where necessary, cancel the affected part of the agreement. Where payment has been made for work that cannot be performed because of such an event, we will act reasonably in determining whether a refund, partial refund, or alternative arrangement is appropriate.

9. Governing Law

These UK service terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom is stated to apply in a separate written agreement. The parties agree that the courts having jurisdiction under the applicable law shall have authority to resolve any dispute arising from or connected with the service agreement.

This document is intended to be read as a whole, and the headings are included for convenience only. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect to the extent permitted by law. No failure or delay in enforcing any right will operate as a waiver of that right.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these service terms and conditions in the UK. These terms apply to the extent permitted by law and are designed to ensure a clear, reliable, and compliant service relationship. They balance operational practicality with consumer protection and are intended to support a professional standard of service from booking through to completion.