UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear understanding of the service agreement, the booking process, payment expectations, cancellation rules, liability limits, waste obligations, and the law that applies to the contract.

For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” or “your” means the customer receiving the services. These terms apply whether the service is booked online, by telephone, by email, or through any other accepted method. In the event of any conflict between these terms and any informal statement, the written terms will prevail unless otherwise agreed in writing.

These conditions are designed for a general service agreement and may be adapted to suit different types of work, including domestic, commercial, maintenance, installation, or other professional services. They should be read carefully before confirming a booking, as they explain both rights and responsibilities on each side of the contract.

1. Booking Process

A booking is only confirmed once we have accepted your request and sent a clear confirmation, which may include the date, time window, scope of work, and any special conditions. A request for services does not create a binding contract until it has been accepted by us. We may decline a booking at our discretion where the requested service is outside our scope, resources are unavailable, or additional information is required before proceeding.

When making a booking, you must provide accurate and complete information about the service location, access arrangements, property conditions, required materials, and any known risks or restrictions. If the information provided is incomplete or incorrect, we may need to adjust the booking, revise pricing, or reschedule the appointment. Any delay caused by inaccurate information may be treated as a customer-caused delay and may be subject to additional charges.

We may issue an estimate, quotation, or fixed price before the service begins. Unless expressly stated otherwise, estimates are indicative only and may change if the scope of work changes, hidden conditions are discovered, or further labour or materials are required. Any variation to the original booking should be confirmed in writing or by another traceable method, and the updated instruction will form part of the service contract.

2. Payments and Charges

Payment terms will be stated at the time of booking or on the invoice. Unless otherwise agreed, payment is due in full on completion of the service or within the period specified on the invoice. We may require a deposit, part payment, or full prepayment for certain services, particularly where materials need to be ordered in advance or where the booking involves reserved labour time.

All prices are stated in pounds sterling and may be subject to VAT where applicable. If VAT applies, it will be clearly identified on the invoice. Prices may vary if the scope of work changes, if additional services are requested, or if unforeseen conditions increase the time, materials, or specialist equipment required. We will normally seek approval before carrying out work that would materially increase the agreed price, unless immediate action is needed to protect property, safety, or the quality of the service already agreed.

If payment is not made by the due date, we may suspend further services, withhold completion documentation where legally permitted, and charge reasonable costs incurred in recovering outstanding sums. Without limiting any other rights, late payments may also attract interest at the statutory rate or such other rate as is permitted under applicable law. Non-payment does not remove your obligation to pay for services already supplied or for materials already ordered on your instruction.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Where the service has already been scheduled, allocated resources, or incurred preparation costs, we may retain all or part of any deposit to cover our losses. The exact amount retained will depend on the timing of the cancellation and the extent of the costs already incurred.

If you cancel within a short period before the agreed service date, or if access is not available when we arrive, we may charge a cancellation fee or call-out fee. This applies where the team is unable to complete the work because the site is inaccessible, unsafe, unprepared, or not ready for the service to proceed. We may also treat repeated missed appointments as a breach of these service terms.

We may reschedule or cancel an appointment if we are unable to attend due to circumstances beyond our reasonable control, including severe weather, transport disruption, illness, equipment failure, or supplier issues. In such cases, we will use reasonable efforts to rearrange the service at the earliest practical time. If we must cancel, any prepayment for undelivered services will be refunded or credited, unless the cancellation was caused by your breach of these terms.

4. Service Delivery and Customer Responsibilities

You agree to provide safe and reasonable access to the property or site, including access to utilities, parking where needed, and any permissions required to carry out the work. You must ensure that the area where the service is to be performed is reasonably clear and safe, and that any sensitive items are protected or removed if they may be affected by the work. We are not responsible for delays caused by failure to prepare the area properly.

Where the service depends on your cooperation, you must provide timely responses, approvals, and instructions. If your delay prevents us from carrying out the work on time, we may revise the schedule and charge any additional costs that arise as a result. If specialist materials, parts, or subcontracted services are needed, we may need to pause work until such items are available or approved.

Any dates or times given for service delivery are estimates unless explicitly stated as fixed. While we will act reasonably to meet agreed timescales, we do not guarantee completion by a specific time unless this has been clearly agreed in writing. Delays caused by factors outside our reasonable control will not constitute a breach of the service agreement.

5. Liability and Limitations

We will perform the services with reasonable care and skill. If we fail to do so, we may, at our option, re-perform the relevant service, correct the issue, or offer a reasonable reduction in price, subject to the nature of the problem and any applicable legal rights. Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

To the fullest extent permitted by law, we will not be responsible for indirect or consequential losses, loss of profits, loss of business, loss of data, loss of opportunity, or any similar losses arising from or in connection with the services. Our total liability for any claim arising under or in connection with the service, whether in contract, tort, negligence, or otherwise, will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.

You are responsible for ensuring that any information, materials, instructions, or specifications you provide are accurate and suitable for the intended service. We will not be liable for issues arising from incorrect instructions, concealed defects, unsuitable materials supplied by you, or pre-existing problems not caused by us. Any claim must be raised within a reasonable time after the issue becomes apparent so that we can inspect and, where appropriate, remedy the matter.

6. Waste Regulations and Environmental Compliance

Where the service generates waste, debris, packaging, or removed materials, both parties must comply with applicable UK waste regulations and environmental rules. We will handle waste in a lawful and responsible way, and where we remove waste as part of the service, it may be transported, stored, processed, or disposed of only in accordance with applicable requirements. Any waste classification, segregation, and disposal method will depend on the nature of the materials involved.

You must tell us in advance if the site contains hazardous, restricted, contaminated, or specialist waste, including substances that require separate handling. If such waste is not declared before work begins, we may suspend the service, arrange suitable disposal measures, or charge additional fees for compliance, handling, and transport. We are not obliged to remove waste that was not included in the agreed scope of work or that cannot lawfully be handled within the booked service.

Where ownership of removed materials transfers to us, this transfer only applies to items lawfully capable of transfer and only once removal has been completed in accordance with the agreement. You must not place prohibited items, clinical waste, chemicals, asbestos, batteries, or other restricted materials into general waste unless we have specifically agreed to manage them and the law allows us to do so.

7. Complaints, Changes, and Contract Updates

If you believe the service has not been provided in accordance with these terms, you should raise the issue as soon as reasonably possible so that it can be reviewed. We may request photographs, notes, or other reasonable evidence to assess the concern. Where appropriate, we may offer a correction, explanation, or other remedy in line with our obligations and the nature of the service provided.

We may update these terms from time to time to reflect changes in law, service processes, pricing structures, or business operations. The version in force at the time of booking will normally apply to that booking unless a change is required by law or agreed by both parties. No variation to these terms will be effective unless confirmed in writing by an authorised representative.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. Any failure by us to enforce a right or remedy at any time will not be considered a waiver of that right or remedy in the future.

8. Governing Law and Jurisdiction

These UK service terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, unless the service is expressly stated to be provided under a different jurisdiction within the United Kingdom. Where the service is supplied in another part of the UK, the applicable local legal rules may apply to the extent required by law.

Any dispute that cannot be resolved amicably will be subject to the exclusive or non-exclusive jurisdiction of the courts having authority over the relevant matter, depending on the legal rules that apply. The parties agree to attempt resolution in good faith before commencing formal proceedings where it is reasonable to do so. These terms are intended to operate as a clear and lawful basis for a professional service arrangement.

The rights granted to consumers under applicable law are not affected by these terms. Where mandatory consumer protections apply, those protections will take priority over any conflicting wording in this document. By proceeding with the booking, you confirm that you have read, understood, and agreed to these terms and conditions for services.