Service Terms and Conditions

These service terms and conditions set out the basis on which we provide domestic and commercial services in the United Kingdom. By making a booking, confirming an appointment, or permitting work to begin, you agree to be bound by these terms. Please read them carefully before placing an order or scheduling any service. They are intended to create a clear, fair, and practical agreement between you and us, covering the booking process, payments, cancellations, liability, waste handling, and the applicable law governing our services.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or person arranging the service. These terms apply to all quotations, bookings, appointments, and work orders unless we expressly agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

We may update these service conditions from time to time to reflect changes in our operations, legal obligations, or commercial practices. The version in force at the time of your booking will normally apply to that booking, unless a later written agreement states otherwise. Any variation must be agreed by both parties in writing and should be read alongside any service specification, quotation, or work description provided at the time of booking.

All bookings are subject to availability, feasibility, and acceptance by us. A booking request does not become confirmed until we have issued an acceptance, which may be verbal, written, or electronic. We may refuse a booking at our discretion if we consider the requested service unsuitable, unsafe, outside scope, or likely to breach any law or regulation. Where a site inspection, survey, or additional information is required, the booking may remain provisional until those details have been reviewed.

When you make a booking for a UK service, you must provide accurate and complete information, including the address, access details, service requirements, parking restrictions, and any known hazards or special instructions. You are responsible for ensuring that the property or premises are ready for the service at the agreed time. If the information you provide is incomplete or incorrect, we may revise the price, change the timing, or cancel the appointment where necessary.

We may allocate time slots or estimated arrival windows rather than fixed arrival times. While we make reasonable efforts to attend within the stated period, delays can arise due to traffic, weather, equipment issues, earlier overruns, or other operational factors. Any estimated timing is not a guarantee unless specifically agreed in writing as a fixed appointment. Where a service requires access by a certain time, you must notify us in advance so that we can confirm whether that requirement can be met.

Prices may be provided as a fixed fee, an hourly rate, or a quotation based on the expected scope of work. Unless stated otherwise, all prices are exclusive of any applicable taxes, surcharges, disposal costs, or additional materials that may be required. Any quotation remains valid for the period stated in it, or, if no period is stated, for a reasonable time only. We reserve the right to amend the price before work begins if the scope, access, or condition of the site differs materially from the information originally supplied.

Payment terms will be confirmed at the point of booking or in the quotation. We may require a deposit, full advance payment, payment on completion, or staged payments depending on the type of service. Where payment is due on completion, you must pay immediately upon issue of an invoice or payment request unless another deadline has been agreed. Failure to make payment on time may result in cancellation of future appointments, suspension of services, and recovery action for outstanding amounts.

Accepted payment methods may include bank transfer, card payment, or other methods we choose to offer from time to time. If you make a payment by card or electronic transfer, you must ensure the payment is authorised and cleared. Any bank charges, failed payment fees, chargeback administration fees, or currency conversion costs arising from your chosen payment method may be added to your account where permitted by law. We do not accept responsibility for delays caused by your payment provider or bank.

If you need to cancel or reschedule a booking, you must give us notice as soon as reasonably possible. Cancellation periods may vary depending on the nature of the service, but if no specific period is stated, at least 24 hours’ notice is expected for standard appointments. Short-notice cancellation may result in a cancellation fee, particularly where we have already allocated staff, vehicles, equipment, or specialist materials to your booking.

Where you change the service date, time, address, or scope after confirmation, we may need to re-price the work or reallocate resources. We will make reasonable efforts to accommodate your request, but we are not obliged to do so if the change affects availability or increases cost. If a revised appointment cannot be arranged, the original booking may be treated as cancelled and our standard cancellation terms may apply.

If we arrive at the agreed location and cannot access the property, cannot safely carry out the work, or are prevented from proceeding because of your absence or a failure to prepare the site, the appointment may be treated as a missed call-out. In that case, we may charge a call-out fee, wasted attendance fee, or a proportion of the booked service cost. This does not affect any other rights we may have to recover losses incurred as a result of the missed appointment.

Our obligations and liability are limited to carrying out the service with reasonable care and skill. We will use suitable personnel, methods, and equipment appropriate to the booked work, but we do not guarantee that every risk can be eliminated. You remain responsible for informing us of any hidden defects, fragile items, live services, protected surfaces, or other conditions that could affect the service. If you fail to disclose such information, we will not be liable for loss or damage arising from that omission except where the law says otherwise.

We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational damage, to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Where we are found liable for damage to property or loss arising from our service, our total liability will be limited to the amount paid or payable for the affected service, except where a greater limit is required by law.

You are responsible for securing valuables, fragile items, confidential information, and personal belongings before work begins. Unless we expressly agree to handle them, we do not accept responsibility for items left unsecured in the working area. You should also ensure that pets, children, and unauthorised persons are kept away from the area where the service is being carried out. If our staff are asked to move or handle items, this will be done only on a reasonable-efforts basis and entirely at your risk, unless agreed otherwise in writing.

We take compliance with waste regulations seriously and expect the same from our customers. Any waste generated during the service will be handled in accordance with applicable UK waste laws and industry standards. Where we remove waste on your behalf, the waste must be accurately described, legally acceptable, and suitable for the agreed collection method. You must not ask us to transport, dispose of, or store waste that is hazardous, prohibited, contaminated, or incorrectly classified unless we have expressly agreed and are legally able to do so.

If a service involves clearance, removal, or disposal, you must tell us in advance about any items that may contain chemicals, sharp objects, electrical components, medical waste, asbestos, gas cylinders, paint, oils, batteries, or other controlled materials. Additional charges may apply where special handling, segregation, or disposal routes are required. We reserve the right to refuse collection of any item that we reasonably believe would breach waste law, environmental requirements, or health and safety rules. Refusal to remove such items does not constitute a breach of contract on our part.

Any waste left on site following completion of the service becomes your responsibility unless otherwise agreed. If we remove waste, we may issue a transfer note, disposal record, or other documentation where appropriate and available. You agree not to mix our waste with third-party waste in a way that may compromise compliance or traceability. We may refuse to carry out a service if the site conditions, waste type, or disposal requirements would create a legal or environmental risk.

You must provide a safe working environment and ensure that the site is accessible at the agreed time. This includes arranging permits, parking permission, building access, keys, codes, or escorts where needed. Where our team needs electricity, water, lighting, or a clear workspace, you must make these available unless the service has been agreed on a different basis. If conditions are unsafe or unsuitable, we may pause or stop work until the issue is resolved, and additional charges may apply for wasted time or return visits.

You must not interfere with the service, instruct our personnel to carry out unsafe work, or ask us to perform tasks outside the agreed scope without prior approval. Any request for additional work will be treated as a variation and may affect the price and completion time. We are entitled to decline any variation that is unsafe, impractical, or outside our competence. If additional work is approved, the revised terms will apply to that extra work once confirmed.

If you supply materials, equipment, or information for us to use, you are responsible for ensuring they are accurate, fit for purpose, and compliant with applicable standards. We are not liable for defects in customer-supplied items unless we knew or ought reasonably to have known that they were unsuitable and failed to advise you. Where we recommend a course of action, that recommendation is given in good faith but does not amount to a guarantee of outcome.

If a dispute arises, both parties should first try to resolve it in a fair and timely manner. We aim to deal with complaints or concerns promptly and constructively. Where a disagreement relates to price, performance, or liability, each party should provide reasonable information to support its position. Nothing in these terms prevents either party from seeking urgent legal relief where necessary, or from using any mandatory alternative dispute resolution process that applies by law.

These terms, any service quotation, and any written variation agreed between us constitute the entire agreement between the parties in relation to the relevant service. You acknowledge that you have not relied on any statement or promise not expressly set out in these terms or in writing. If we choose not to enforce a particular right or remedy at any time, that does not mean we have waived it for the future. Any waiver must be in writing to be effective.

These terms and conditions for services are governed by the law of England and Wales, unless the service is supplied exclusively in Scotland or Northern Ireland and the applicable law requires a different approach. The courts of the relevant jurisdiction will have exclusive or non-exclusive authority as required by law. If any dispute cannot be settled informally, it will be resolved under the governing legal framework applicable to the place where the contract is formed and performed, subject always to any mandatory consumer rights.

Any notice given under these terms may be delivered in writing by email or other agreed electronic means, provided it is reasonably capable of being retained for future reference. Notices are deemed received when properly sent, unless the sender receives a delivery failure message or another indication that the communication was not delivered. If a deadline falls on a non-working day, action may be taken on the next working day unless a stricter requirement applies.

Nothing in these terms creates a partnership, joint venture, or employment relationship between you and us. Our personnel and contractors remain under our control and are not authorised to bind us beyond the scope of the agreed service. You may not assign or transfer your rights or obligations under the booking without our prior written consent, except where permitted by law. We may transfer our rights and obligations to a suitably qualified successor or assignee where this does not materially reduce your rights.

These service conditions are intended to be clear and balanced, while protecting the legitimate interests of both parties. They apply alongside any quotation, order confirmation, or service specification relevant to the work undertaken. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms in full and that you have authority to enter into the agreement on behalf of yourself or the organisation you represent.