UK Service Terms and Conditions
These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By placing a booking, confirming an order, or accepting a quotation, you agree to be bound by these terms. They are intended to provide a clear and fair framework for both parties, covering the booking process, payment obligations, cancellations, liability limits, waste handling requirements, and the law that applies to the agreement. Nothing in these terms affects your statutory rights as a consumer, where applicable.
For the avoidance of doubt, the service provider may operate under different brands, trades, or business names, but these terms apply to all such services unless a separate written agreement states otherwise. Any variation to these service terms must be agreed in writing. If there is any inconsistency between a quotation, a schedule of works, and these conditions, the express written agreement will prevail only to the extent of that inconsistency.
These conditions are designed to be practical and transparent. They describe the obligations of the customer and the service provider before, during, and after the service is performed. In particular, they deal with advance information, site access, payment timing, cancellation charges, property care, and the proper disposal of materials, including any regulated waste arising from the work.
Booking Process
All bookings are subject to availability and are only confirmed once accepted by the service provider. A booking may be made by telephone, email, online form, written instruction, or any other approved method. A request for a date or time does not create a binding contract until the booking has been confirmed. The customer must provide accurate information at the time of booking, including the nature of the service required, the address or location, access conditions, parking limitations, any known hazards, and any relevant instructions that may affect the performance of the work.
Where a quotation is provided before the booking is confirmed, that quotation may be based on the information supplied by the customer and may be revised if the actual work differs from the description provided. The service provider may request photographs, measurements, or further details before confirming the appointment. Any estimate of time, cost, or completion date is given in good faith but is not guaranteed unless expressly stated as a fixed commitment in writing.
The customer is responsible for ensuring that the site is ready for the agreed service at the scheduled time. This includes granting safe access, removing obstacles where reasonably possible, securing vulnerable items, and ensuring that an authorised person is available to make decisions if required. If the service cannot begin or continue because the customer has failed to prepare the site, the service provider may charge a call-out fee, waiting time, or rescheduling fee.
Prices, Payments, and Invoicing
Unless otherwise agreed, prices are stated in pounds sterling and may be subject to VAT or other applicable taxes. The total charge may include labour, materials, travel, consumables, waste handling, and any other costs disclosed in the quotation or agreed during the booking. Where the scope of work changes after the booking has been confirmed, the service provider may adjust the price to reflect additional time, materials, or specialist requirements.
Payment terms will be stated at the time of booking or on the invoice. The service provider may require a deposit, part payment in advance, or full payment before work commences, particularly for larger, bespoke, or time-sensitive services. Unless otherwise stated, invoices must be paid in full without set-off, deduction, or withholding within the stated payment period. Failure to pay on time may result in suspension of the service, late payment charges, debt recovery costs, and any other remedies available under law.
The customer must ensure that any payment card, bank transfer, direct debit mandate, or other payment method used is valid and authorised. Where a payment is declined, reversed, or charged back without proper reason, the customer will remain liable for the outstanding amount and any reasonable administrative fees incurred in dealing with the issue. Retention of title may apply to materials or goods supplied until payment has been received in full, where permitted by law.
Cancellations, Rescheduling, and Delays
Bookings may be cancelled or rescheduled by the customer, but notice must be given within a reasonable time and, in any event, in accordance with any cancellation period stated at the time of booking. Where no specific period is stated, the service provider may charge a fair cancellation fee if insufficient notice is given, especially where labour, equipment, or materials have already been allocated to the booking. Any deposit paid may be retained to cover reasonable administrative and lost opportunity costs, subject to applicable law.
If the customer is not present at the agreed time, cannot provide access, or fails to confirm required instructions, the service provider may treat the booking as cancelled or may wait for a reasonable period before leaving site. In such circumstances, the customer may be charged for the wasted appointment and any additional costs incurred. If the customer wishes to postpone the work, the service provider will use reasonable efforts to offer an alternative date, but availability cannot be guaranteed.
The service provider may also need to cancel or reschedule a booking due to circumstances beyond reasonable control, including severe weather, equipment failure, staff illness, supply disruption, transport issues, or safety concerns. If this occurs, the service provider will seek to notify the customer as soon as reasonably possible and to arrange a new appointment. The service provider will not be responsible for indirect losses arising from a cancellation or delay caused by such events, except where required by law.
Performance of Services
The service provider will carry out the services using reasonable care and skill and in accordance with the agreed scope of work. Any materials supplied will be of satisfactory quality and fit for the purpose specified, where that purpose has been made known in advance. The customer must cooperate reasonably during the service and must not interfere with safe working practices. If the customer requests work outside the agreed scope, the service provider may refuse the request or quote separately for the additional work.
During the course of the service, the service provider may identify unforeseen issues such as hidden damage, unsafe conditions, obsolete fixtures, contaminated materials, or non-compliant installations. Where such issues are discovered, the service provider may suspend work until the customer gives further instructions or agrees to additional charges. Any estimate of completion time may change if unforeseen circumstances arise. The service provider will not be in breach if delay results from the customer’s acts, omissions, or failure to provide required information.
Where the service involves visiting a property or premises, the customer agrees to take reasonable steps to protect valuables, delicate fixtures, and personal belongings. The service provider will exercise reasonable care but is not responsible for items that should have been moved or secured by the customer before work began. The customer should disclose any alarms, security systems, pets, or access restrictions that may affect the performance of the service.
Waste Regulations and Disposal
Where the service generates waste, the parties must comply with all applicable waste regulations in the United Kingdom. The customer acknowledges that some materials may be subject to special handling, classification, or disposal requirements. This may include rubble, packaging, scrap, contaminated items, electrical equipment, metals, green waste, hazardous materials, or other waste streams regulated by law. The service provider may refuse to remove items that are illegal, unsafe, contaminated, or improperly described.
The customer must accurately identify any waste or materials requiring removal and must not conceal substances that may be hazardous, prohibited, or regulated. If waste is misdescribed, incorrectly sorted, or unexpectedly classed as controlled waste, the customer may be charged additional fees and may be liable for any penalties, costs, or losses resulting from the incorrect description. Where waste transfer documentation, consignment notes, or other records are required, the customer agrees to provide the information needed for lawful handling and disposal.
The service provider may use licensed carriers, approved facilities, or other lawful disposal routes in line with applicable regulations. Unless otherwise agreed, any recyclable or reusable materials removed during the service become the property of the service provider upon collection, subject to the laws governing the relevant waste category. The customer remains responsible for ensuring that they are entitled to dispose of any items handed over for removal and that no third-party rights are infringed.
Liability and Limitations
The service provider accepts liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, and for any other liability that cannot lawfully be excluded or limited. Subject to that, the service provider will not be liable for losses caused by events outside its reasonable control, by inaccurate information supplied by the customer, or by the customer’s failure to follow reasonable instructions.
To the fullest extent permitted by law, the service provider excludes liability for indirect, incidental, consequential, or purely economic losses, including loss of profit, loss of business, loss of opportunity, or loss of goodwill. Where liability cannot be excluded, the maximum liability of the service provider in respect of any claim arising out of the service will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law.
The customer must notify the service provider of any claim as soon as reasonably practicable and in any event within a reasonable time after discovering the issue. The service provider must be given a fair opportunity to inspect, investigate, and remedy any alleged defect before third-party repair or replacement is arranged. The customer may not withhold payment of undisputed amounts as leverage in relation to a separate complaint, unless required by law.
Customer Responsibilities
The customer must provide accurate, complete, and up-to-date information relating to the service, including any particular requirements, risks, or special instructions. They must obtain any permissions, approvals, consents, access rights, permits, or authorisations needed for the service to proceed lawfully. If the service provider must rely on the customer’s information, the customer accepts responsibility for any loss, delay, or extra cost caused by inaccurate or incomplete details.
The customer must ensure that the service area is reasonably safe and suitable for the work to be carried out. This includes securing children and pets, switching off or isolating equipment where appropriate, and informing the service provider of any health and safety concerns. The customer must not ask the service provider to undertake unlawful, unsafe, or fraudulent activity. Any instruction that would breach regulation or create unreasonable risk may be refused.
If the service involves the removal, handling, or disposal of items, the customer warrants that they have the right to make those items available for disposal and that the items do not contain hidden hazardous substances unless previously disclosed and accepted in writing. The customer agrees to indemnify the service provider against claims arising from concealed hazards, unlawful disposal requests, or breaches of third-party rights attributable to the customer’s actions or omissions.
Complaints, Force Majeure, and Ending the Agreement
If the customer is dissatisfied with any aspect of the service, they should notify the service provider promptly so that the matter can be reviewed and, where appropriate, remedied. The service provider may request supporting evidence, access to the affected area, or reasonable cooperation to investigate the issue. This complaint process does not limit statutory remedies available to consumers, where applicable.
Neither party will be liable for any failure or delay in performing obligations caused by events beyond reasonable control, including but not limited to fire, flood, epidemic, industrial action, transport disruption, utility failure, cyber incident, or governmental restriction. In such cases, obligations will be suspended for the duration of the event, and the service provider may cancel or reschedule the booking if performance becomes impracticable, unsafe, or unlawful.
Either party may end the agreement immediately if the other commits a serious breach and fails to remedy it within a reasonable period after notice, or if continued performance would be unlawful or unsafe. The service provider may also terminate the agreement if the customer becomes abusive, refuses to cooperate, fails to pay sums due, or prevents the service from being completed. Termination will not affect rights and liabilities accrued before termination.
Data, Notices, and General Provisions
The service provider may use customer information for the purposes of booking administration, service delivery, invoicing, record keeping, compliance, and legitimate business operations. Any personal data will be handled in accordance with applicable data protection laws and the provider’s privacy arrangements, where relevant. The customer should only provide data that is accurate and necessary for the service to be performed.
Any notice given under these terms should be provided in writing by the agreed communication method and will be deemed received in accordance with standard business practice, unless proven otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay in enforcing any right will not amount to a waiver of that right.
These service terms and conditions constitute the entire agreement between the parties in relation to the service, unless replaced or amended by a written document signed or otherwise expressly approved by both parties. The customer confirms that they have read, understood, and accepted these terms before booking. By proceeding, the customer agrees that the terms are fair, reasonable, and suitable for the type of service requested.
Governing Law and Jurisdiction
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales unless another part of the United Kingdom is expressly stated in a separate written agreement. The courts of England and Wales will have exclusive jurisdiction over any dispute, unless the law requires otherwise or the customer has a right to bring proceedings in another UK jurisdiction.
Nothing in this section limits any mandatory consumer rights or statutory protections that cannot be excluded by contract. If a court or competent authority determines that any part of these service terms should be interpreted differently to comply with law, that part will be read in the way that most closely reflects the original commercial intention, so far as is lawful.
By continuing with a booking or accepting services, the customer acknowledges that these terms provide the legal framework for the relationship between the parties. They are intended to be balanced, lawful, and suitable for a wide range of service arrangements. Any special conditions agreed for a specific booking will apply only where clearly set out in writing.
