Service Terms and Conditions

These service terms and conditions set out the basis on which our UK service is provided to customers. By making a booking, confirming an order, or otherwise requesting services, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to be clear, fair, and practical, while protecting both you and us throughout the service relationship.

In these terms, references to we, us, and our mean the service provider, and references to you and your mean the customer, client, or person making the booking. These terms apply to all bookings unless a separate written agreement has been signed by both parties. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

The purpose of this document is to explain how the service booking terms work, what payment is required, how cancellations are handled, and what responsibilities each party has. It also explains our approach to liability, waste handling, and the law that governs the agreement. If any specific service includes additional terms, those terms will apply alongside this document, provided they do not conflict with it.

Booking process. A booking may be requested by the methods we make available from time to time. A booking is not confirmed until we have accepted it in writing, by email, or through another formal confirmation method. Any quotation provided before booking is an invitation to treat and does not guarantee availability or acceptance. We may refuse or cancel a booking where necessary for operational, safety, legal, or capacity reasons.

When you request a service, you must provide accurate, complete, and up-to-date information. This includes details about the site, access requirements, timing, service scope, and any special conditions that may affect the work. If the information you provide is incomplete or incorrect, we may need to revise the quotation, reschedule the service, or charge additional fees where extra time, labour, or materials are required.

Once a booking is confirmed, it becomes your responsibility to ensure that the site is ready for the service at the agreed time. If access is restricted, the area is unsafe, or essential arrangements have not been made, we may suspend the service until the issue is resolved. Service bookings are made on the assumption that the site conditions stated at the time of booking remain substantially the same on the day of service.

Payments. Unless otherwise agreed in writing, payment terms will be set out in the quotation, invoice, or booking confirmation. Payment may be required in advance, on completion, or within a stated period after invoicing. Where a deposit is required, the booking may not be secured until the deposit has been received and cleared. All fees must be paid in full and without deduction unless the law requires otherwise.

Prices may be shown inclusive or exclusive of VAT, depending on the service and the way the quotation is presented. Any taxes, duties, or other statutory charges applicable to the service will be added where required. If the scope of the work changes after booking, we may adjust the price to reflect the revised service requirements. This includes, without limitation, additional visits, additional labour, emergency attendance, waiting time, or special handling.

If payment is not made by the due date, we reserve the right to charge interest and reasonable costs incurred in recovering the debt, to the extent permitted by law. We may also suspend further services until outstanding sums are paid. For recurring or staged work, each invoice must be paid in accordance with its own payment terms. Any failure to pay may result in the cancellation of future appointments or the withdrawal of credit arrangements.

Cancellations and rescheduling. If you need to cancel or reschedule a booking, you should notify us as soon as possible. The amount of notice required may depend on the type of service, the resources allocated, and whether third-party costs have already been incurred. Where cancellation occurs after work has begun, or where we have already committed labour, materials, or equipment, you may still be charged in full or in part.

We may cancel or reschedule a booking if necessary due to circumstances beyond our reasonable control, including severe weather, staffing issues, supply disruptions, access problems, health and safety concerns, or legal restrictions. In such cases, we will take reasonable steps to offer an alternative date or suitable arrangement. We will not be liable for losses arising from a cancellation or delay that is lawful and reasonable, provided we act with due care and communicate promptly.

If you fail to attend, fail to provide access, or otherwise prevent us from carrying out the service, this may be treated as a customer cancellation. Any non-refundable costs already incurred may be charged to you. For clarity, booking a service means reserving time, labour, and resources. The value of that reservation may be reflected in cancellation charges, even where the full service has not yet been completed.

Liability. We will perform the service with reasonable skill and care and in accordance with applicable professional standards. However, our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

We are not responsible for losses caused by inaccurate information supplied by you, hidden defects, unsuitable site conditions, inadequate access, or failure to follow our instructions. We also do not accept responsibility for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational harm, except where such exclusion is not permitted by law. Any claim for damage must be notified to us promptly and supported by reasonable evidence.

Where property, fixtures, or equipment may be affected by the service, you must take reasonable steps to protect items of value and to inform us of any fragility, special condition, or pre-existing damage. We will not be liable for wear and tear, ageing, or deterioration that is consistent with normal use. If we are required to move items in order to carry out the work, this will be done with reasonable care, but you remain responsible for removing especially valuable or delicate possessions where appropriate.

Waste regulations. Where the service produces waste, residues, packaging, spoilage, or removed materials, the handling and disposal of that waste will be carried out in line with applicable UK waste regulations and general legal obligations. You must ensure that any waste you ask us to remove is accurately described and lawfully presented for collection or disposal. We may refuse to handle waste that is hazardous, misdescribed, unlawfully stored, or outside the agreed service scope.

If the service involves the removal of waste from your premises, you agree to disclose whether the waste contains controlled, hazardous, or specialist materials. Waste management terms may require additional charges, permits, segregation, or documentation. Where needed, we may require you to separate waste types before attendance. We may also decline collection if the load does not comply with relevant legal, safety, or environmental requirements.

You acknowledge that you are responsible for providing truthful information about the nature and origin of the waste. If incorrect information causes us loss, regulatory exposure, or disposal complications, you may be liable for those costs. Any waste transfer documentation, where required, must be completed accurately and in good faith. We reserve the right to suspend the service if regulatory compliance cannot be assured.

Customer responsibilities. You must provide safe access to the site, ensure the service area is reasonably prepared, and cooperate with any lawful instructions necessary for the service to be completed. This includes notifying us of health and safety risks, vulnerable surfaces, concealed utilities, restricted access, or any other factor that could affect performance. If you are not the property owner, you must ensure that you have authority to request the service.

You are responsible for obtaining any permissions, consents, or approvals that may be required for the service to proceed, unless we have expressly agreed in writing to obtain them on your behalf. You must also ensure that anyone present at the site behaves appropriately and does not interfere with the work. We may stop work if conditions become unsafe, unlawful, or materially different from those described at the time of booking.

Our staff, contractors, or representatives must be treated with respect and provided with a safe working environment. Abusive, threatening, or obstructive conduct may result in immediate termination of the service without refund, depending on the circumstances. We may also remove our personnel from the site if we consider that continuing would pose a risk to health, safety, or property.

Service changes and delays. If the scope of the work changes after booking, we may amend the quotation, schedule, or delivery arrangements to reflect the revised requirements. Time estimates are given in good faith but are not guaranteed unless expressly stated in writing. Delays may occur due to traffic, weather, supply issues, site access, or circumstances outside our control. We will use reasonable efforts to complete the work as agreed, but timing may need to be adjusted.

Any estimate, proposal, or description of service is based on the information available at the time it is given. If the actual conditions differ significantly, the service may need to be varied. Additional charges may apply where the revised work requires extra resources, specialist equipment, or additional attendance. We will try to notify you before incurring material extra costs, but urgent safety-related action may be taken without prior notice where necessary.

We may subcontract part of the service where appropriate, provided this does not materially reduce the standard of performance. Any subcontractor acting on our behalf will be expected to comply with these terms and with relevant legal obligations. The fact that a third party is involved does not remove your responsibilities under the booking, payment, and site-preparation provisions set out here.

Governing law and disputes. These terms and any dispute or claim arising from them shall be governed by the laws of England and Wales, unless another part of the United Kingdom lawfully applies by agreement or mandatory rule. The courts of the relevant part of the United Kingdom will have exclusive jurisdiction over disputes, subject always to any mandatory consumer rights that apply.

If a disagreement arises, the parties should first try to resolve it in good faith and without unnecessary delay. Where possible, any issue should be raised promptly so that a practical solution can be considered. Nothing in this document prevents either party from seeking urgent relief where necessary, including to protect property, prevent loss, or address safety concerns.

General terms. No waiver of any right will be effective unless made in writing. If we do not enforce a provision at any particular time, that does not mean we have given up that right. These terms may be updated from time to time, and the version in force at the time of booking will generally apply unless a later change is required by law. Use of the service after any update may be treated as acceptance of the revised terms where lawful.