Service Terms and Conditions

These service terms and conditions set out the basis on which our UK services are provided to you. By making a booking, accepting a quotation, or allowing work to begin, you agree to be bound by these terms. They are designed to create a clear understanding of the process, payment obligations, service standards, cancellation rights, waste handling requirements, and the legal framework that applies to the service. Please read them carefully before proceeding.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or person booking the service. These terms and conditions for services apply to all work we agree to carry out unless we confirm otherwise in writing. If any part of these terms is found unenforceable, the remaining sections will continue to apply.

We may update these service terms from time to time to reflect changes in law, operational requirements, or the scope of our work. The version in force at the time of booking will normally apply to that booking unless a change in law requires a different approach. No variation is valid unless confirmed by us in writing. Your use of our service constitutes acceptance of the applicable version of these terms.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking may be made by phone, email, online form, or any other method we make available. A request for a booking does not create a contract until we confirm acceptance. We may refuse a booking where the scope is unclear, the requested service is outside our capacity, or carrying out the work would not be appropriate or lawful.

When making a booking, you must provide accurate and complete information about the service required. This includes the location, access arrangements, any relevant hazards, the type and quantity of items or materials involved, and any special requirements that may affect the service. If the information you provide is inaccurate or incomplete, we may revise the quotation, amend the schedule, or suspend the service until the issue is resolved.

A booking may be provisional until we confirm the date, time, scope, and price in writing or by another recorded method. We reserve the right to change the scheduled time for reasons including staff availability, weather, traffic, safety issues, or events beyond our control. Where a change is necessary, we will aim to notify you as early as reasonably possible and propose an alternative appointment.

2. Scope of Service

We will provide the service described in the confirmation or quotation, subject to access, safety, and legal compliance. Any additional work requested on site may be treated as a variation and charged separately. If the service requires specialist equipment, extra labour, or additional time due to circumstances not disclosed at the booking stage, we may adjust the price accordingly.

The service will be carried out with reasonable care and skill in accordance with applicable UK consumer law and professional standards. However, unless expressly agreed, we do not guarantee that a particular outcome will be achieved where success depends on factors beyond our control, including the condition of the property, third-party actions, hidden defects, or pre-existing damage.

We may decline to continue with all or part of the service if we reasonably believe that continuing would be unsafe, unlawful, or likely to cause damage. In such cases, we will notify you as soon as reasonably practicable and discuss whether the work can be amended or rescheduled. Any work already completed may still be chargeable.

3. Payments and Charges

Unless otherwise agreed, prices are quoted in pounds sterling and are exclusive of any applicable taxes, charges, or extras stated in the quotation. A quotation is based on the information available at the time it is issued and may be revised if the scope changes or if the actual conditions differ materially from those described during booking.

You agree to pay all sums due by the date stated on the invoice, or immediately upon completion where payment on completion applies. We may require a deposit or advance payment to secure the booking. Where a deposit is paid, it may be non-refundable to the extent permitted by law if you cancel after we have reserved time, resources, or third-party arrangements for your booking.

We accept the payment methods we state from time to time. If payment is not received when due, we may charge reasonable recovery costs and interest where permitted by law. We may also suspend or cancel future services until outstanding balances are paid in full. Payment terms are an essential part of the contract, and time for payment is of the essence.

Any dispute about an invoice must be raised promptly and in any event within a reasonable period after receipt. If part of an invoice is disputed, you must pay the undisputed amount by the due date. We will review any genuine dispute in good faith, but this does not prevent us from recovering sums that are clearly owed under the agreed service terms.

If the service is delayed because access is unavailable, you are not ready for the appointment, or the work cannot proceed for reasons outside our control, we may charge for wasted attendance, waiting time, or a revised visit. If we agree to carry out additional work not originally included, we may issue a supplementary invoice or updated quotation before continuing.

4. Cancellations, Changes, and No-Shows

You may request a cancellation or rescheduling of your booking by notifying us as soon as possible. Cancellation rights, where applicable, depend on the type of service, the timing of your request, and whether work has already started. If you are a consumer and the contract is agreed at a distance or off-premises, you may have statutory cancellation rights unless an exception applies, particularly where you request immediate performance.

Where cancellation occurs after we have incurred costs, reserved resources, or begun work, you may be charged for reasonable losses, including labour, materials, call-out expenses, or third-party costs. Where the service has been substantially completed, the full price may remain payable. We will always act reasonably and in line with applicable law when assessing any cancellation charge.

5. Liability and Limitations

We will not exclude or limit liability where it would be unlawful to do so. Nothing in these UK service terms and conditions affects liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Subject to those rights, our liability is limited in the ways set out below.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not liable for indirect or consequential losses, loss of profit, business interruption, loss of goodwill, or loss arising from your own failure to follow our instructions or to provide accurate information. We are also not liable for pre-existing defects, wear and tear, or damage caused by third parties.

Where we store or handle items on your behalf, you must tell us in advance about any valuable, fragile, hazardous, or irreplaceable items. Unless we have agreed otherwise in writing, you remain responsible for securing such items and for removing or isolating anything that should not be moved. Your failure to do so may affect any claim you make for loss or damage.

Any claim relating to our service should be notified to us within a reasonable time after the issue is discovered. You must take reasonable steps to minimise loss. We may inspect the relevant area or item and may require evidence, photographs, or other information to assess the claim. Our decision-making on complaints will always be consistent with your legal rights.

6. Waste Regulations and Disposal

Where our service involves collection, removal, or disposal of waste, you agree that all waste must be accurately described when booking. The nature of the waste may affect pricing, handling, and disposal routes. You must not include hazardous, prohibited, or unlisted items unless we have expressly agreed to handle them and you have provided full details in advance.

We will manage waste in accordance with applicable UK waste regulations, including duties relating to safe handling, transport, and lawful disposal. Waste may be transferred to authorised facilities or handled by licensed third parties where required. You agree not to place concealed waste, restricted materials, or any items that could create health, safety, or environmental risks within the load without telling us first.

It is your responsibility to ensure that any waste presented for collection is legally available for removal and does not belong to another person or contain items that require special treatment unless specifically declared. If we discover undeclared hazardous or controlled material, we may refuse collection, stop the service, or charge for additional compliance measures. Waste handling forms part of our operational duties and must be treated with care.

7. Customer Responsibilities

You must provide safe and reasonable access to the premises or location where the service is to be performed. This includes giving any necessary permissions, keys, access codes, parking information, and site instructions. You must also ensure that the area is reasonably clear and suitable for the work to take place unless we have agreed to undertake preparatory work ourselves.

You are responsible for protecting floors, surfaces, fixtures, fittings, and possessions unless we have expressly agreed to take responsibility for those items. If pets, children, or other persons may be affected by the service, you must take appropriate precautions. You should also inform us about any known risks, including asbestos, structural issues, biohazards, electrical faults, or hidden services that may present a danger.

If you fail to meet these responsibilities, we may delay, modify, or refuse the service. Any resulting costs, including additional travel or waiting time, may be charged to you. We are entitled to rely on the information you provide and are not responsible for problems caused by concealed conditions or incomplete disclosures.

8. Force Majeure, Termination, and General Provisions

8. Force Majeure, Termination, and General Provisions

We will not be liable for delay or failure to perform where the delay or failure results from events beyond our reasonable control. This may include severe weather, transport disruption, fire, power failure, industrial action, illness, shortages, acts of public authority, or other similar events. If such an event occurs, we may suspend performance, rearrange the appointment, or terminate the booking without liability for consequential loss.

We may terminate the contract immediately if you commit a serious breach, fail to pay sums due, provide false information, or behave in a threatening, abusive, or unsafe manner. If termination occurs for your breach, you remain responsible for amounts already incurred and any reasonable costs arising from the breach. If we terminate without fault on your part, we will refund any unused advance payment where required by law.

These terms of service constitute the entire agreement between you and us regarding the service, unless varied in writing. If we do not exercise a right immediately, that does not mean we have waived it. Any waiver must be expressed in writing. If a court or competent authority finds any provision invalid, the rest of the agreement will continue in full force.

Governing law: These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales, unless mandatory law provides otherwise. The courts of England and Wales shall have exclusive jurisdiction, except where you are entitled by law to bring proceedings in another part of the UK. By booking our service, you confirm that you have read, understood, and agreed to these service terms and conditions.