UK Service Terms and Conditions

These Terms and Conditions set out the basis on which our services are supplied to customers in the United Kingdom. They are intended to provide a clear and fair framework for the booking, delivery and payment of services, as well as the responsibilities of both parties. By placing a booking, the customer confirms that they have read, understood and agreed to these service terms. Nothing in these conditions affects any rights that cannot be excluded under applicable law.

For the purposes of these terms of service, references to “we”, “us” and “our” mean the service provider, and “you” or “your” mean the customer who requests or receives the service. These conditions apply to all standard bookings unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Booking requests may be made through the channels we make available from time to time. A booking is only confirmed once we have accepted it and, where relevant, received any required deposit or advance payment. We may ask for information necessary to assess the request, including the type of service required, the location, access arrangements, timing preferences and any special conditions that could affect delivery. The customer is responsible for ensuring that all information provided is accurate and complete.

We reserve the right to decline or amend a booking where the requested service cannot reasonably be provided, where safety concerns arise, or where the information supplied is incomplete or misleading. Any dates or times quoted are estimates unless expressly confirmed as fixed. In many cases, service performance depends on factors beyond our control, including customer readiness, access to the premises and the availability of required materials or equipment.

The customer must ensure that any necessary permissions, approvals or third-party consents are in place before the service begins. This includes, where applicable, access to the property, parking, keys, permits, building management permissions or other arrangements needed to complete the work. If a service is delayed or made impossible because these matters have not been arranged, we may charge for wasted attendance, waiting time or additional visits.

Payment terms will be made clear at the time of booking or in the service proposal. Unless agreed otherwise, charges are due in full by the date stated on the invoice or immediately upon completion where payment on completion applies. We may require a deposit, partial prepayment or full advance payment for certain bookings, particularly where materials must be ordered, staff are reserved for a set period, or the service is time-sensitive.

Accepted payment methods may vary, and we may change the available methods from time to time. If a payment is late, we may charge reasonable administration costs and interest where permitted by law. We also reserve the right to suspend further services, withhold deliverables or cancel future appointments until outstanding sums are paid. Any price quoted before the service begins is based on the information available at that time and may be revised if the scope of work changes or if unforeseen conditions arise.

Where a revised price is required, we will aim to inform you before continuing, but if the customer cannot be contacted promptly, we may need to make a reasonable judgment in order to complete or safely suspend the service. Additional charges may apply for urgent work, out-of-hours attendance, extra labour, specialist equipment, extended travel, parking costs or other agreed extras. All prices are normally stated exclusive of VAT unless otherwise specified.

Cancellations and rescheduling must be made as soon as possible. If you wish to cancel or move a booking, you should notify us with reasonable notice so that we can manage resources efficiently. Where a deposit has been paid, its refundability will depend on the timing of cancellation, the nature of the service, and any costs already incurred. In some cases, deposits may be retained to cover administrative time, reserved labour, purchased materials or loss of opportunity.

For scheduled services, late cancellation may result in a charge, especially where staff or contractors have already been allocated or where travel and setup costs have been incurred. If you are unavailable when we attend at the agreed time, or if access is not possible, we may treat this as a customer cancellation and charge accordingly. If we need to cancel or rearrange, we will use reasonable efforts to offer a suitable alternative date, but we are not responsible for losses arising from a necessary change caused by events beyond our control.

Our liability under these UK service terms and conditions is limited to the reasonable supply of the agreed service with due care and skill. We will not be responsible for losses that are not reasonably foreseeable, for business interruption, loss of profit, loss of data, or any indirect or consequential loss, except where such exclusion is not permitted by law. Nothing in these conditions limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We do not accept responsibility for damage caused by pre-existing defects, hidden faults, poor workmanship by third parties, lack of maintenance, unsuitable conditions, or failure by the customer to follow reasonable instructions. Where our work involves equipment, fixtures, materials or services supplied by third parties, we are not liable for failures outside our control, although we will use reasonable care in selecting suppliers where relevant. Any claim must be notified promptly and supported with sufficient details to allow us to investigate.

Customers are expected to take reasonable steps to protect valuables, fragile items and accessible surfaces before the service begins. If the nature of the work requires us to move items, we will do so with reasonable care, but we cannot guarantee against minor scuffs, marks or disruption that are inherent to the type of service provided. You should also notify us in advance of any special risks, hidden hazards, restricted access, or conditions that may affect safe delivery.

Waste regulations apply to many services carried out in the UK, and both parties must comply with applicable legal requirements. Where our service produces waste, the ownership, collection, disposal and recycling arrangements will depend on the nature of the work and any separate written agreement. We will handle waste in a lawful and responsible manner, and we expect customers to cooperate by providing accurate information about the materials, quantities and any special handling requirements.

It is the customer’s responsibility to disclose any hazardous, controlled or regulated waste before the service begins. This may include items requiring specialist transport, treatment or documentation. If waste is contaminated, excessive, misdescribed or unexpectedly requires special disposal, additional charges may apply. The customer must not ask us to remove or handle any material in a manner that would breach environmental law, health and safety duties, or licensing requirements.

Where waste transfer notes, records, declarations or similar documents are required, the parties will cooperate to complete them accurately. If the customer retains responsibility for disposal, they must ensure that waste is stored, transported and processed in accordance with all applicable laws and guidance. If we arrange disposal on your behalf, this will only be within the scope of our authorisation and service agreement. We may refuse to handle items where compliance cannot be assured.

Any materials, packaging or items removed during the service may be disposed of, recycled, stored or returned depending on the agreement reached and the applicable law. Unless otherwise stated, items removed for disposal will not be retained by us. If you want certain items returned, this must be arranged in advance. We may charge for storage, sorting, loading, transport or disposal where these tasks are outside the normal scope of service.

Health and safety remain central to the delivery of our services. You must ensure that the premises are reasonably safe and that any known risks are disclosed before we attend. This includes risks relating to animals, vulnerable structures, unsafe electrics, asbestos, sharps, biohazards, restricted entry points or aggressive behaviour by occupants or visitors. We may stop or refuse work if we believe continuing would be unsafe or unlawful.

If we suspend or leave a site because of a safety issue caused by the condition of the premises or the conduct of others, we may charge for time spent and any costs already incurred. We may also require the issue to be resolved before returning. The customer agrees to indemnify us against losses, claims or expenses caused by inaccurate information, unlawful instruction, unsafe site conditions or a breach of these terms, to the extent permitted by law.

Any property left with us must be collected or dealt with within a reasonable period if no separate arrangement has been made. We are entitled to charge reasonable storage or administration fees where items remain uncollected. If a customer fails to make payment or collect property after proper notice, we may exercise rights available to us under law, including retention of property where legally permitted. Such rights will always be used fairly and in compliance with applicable legal standards.

Complaints and disputes should be raised as soon as reasonably possible so that we can review the matter and, where appropriate, take corrective action. We aim to resolve issues promptly and fairly. You should provide enough detail to help us understand the concern, including relevant dates, the service performed and any supporting information. If a problem is attributable to our failure to exercise reasonable care and skill, we may choose to re-perform the service, reduce the price or offer another appropriate remedy.

These terms may be updated from time to time to reflect changes in our services, operational needs or legal obligations. The version in force at the time of your booking will apply unless a later version is agreed in writing. Changes will not affect services already completed, nor will they reduce any rights you may have under applicable law. If any conflict arises between these terms and a separate written agreement, the written agreement will prevail to the extent of the inconsistency.

Nothing in these service conditions creates a partnership, employment relationship or agency unless expressly stated in writing. The customer may not transfer rights or obligations under the booking without our prior written consent. We may transfer or subcontract parts of the service where reasonably necessary, provided this does not materially reduce the standard of delivery. Any subcontractor engaged by us will be expected to follow appropriate professional and legal requirements.

Governing law for these terms and conditions shall be the law of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction, unless mandatory law requires otherwise. If the customer is based elsewhere in the UK, any non-excludable rights under the law applicable to that customer will remain unaffected. These terms should be read together with any quote, invoice, order confirmation or written service agreement issued for the booking.

By continuing with a booking, you confirm that you have authority to agree to these terms on your own behalf or on behalf of the organisation you represent. You also confirm that the service requested is lawful, that any premises involved may be accessed safely, and that you will cooperate reasonably throughout the appointment or project. These obligations help ensure that the service can be delivered efficiently, safely and in accordance with the agreed scope.

Entire agreement means that these terms, together with any written quotation or confirmation, form the full understanding between the parties regarding the service. No statement made before booking will be treated as changing the agreement unless confirmed in writing. If a court or regulator decides that one clause is unenforceable, that clause will be limited only to the extent necessary, and the rest of the agreement will continue to apply.

By using our services, you agree that the booking process, payment obligations, cancellation rules, liability limits, waste compliance requirements and governing law provisions described above will apply to your order. These UK service terms are designed to be clear, practical and fair, and to support a professional service relationship from booking through completion. They may be relied upon as the basis of the service contract unless a separate agreement states otherwise.