Terms and Conditions for UK Services

These Terms and Conditions apply to the supply of services by us to you in the United Kingdom. By making a booking, accepting a quotation, or allowing the service to proceed, you agree to be bound by these terms. They are intended to set out the basis on which our service agreement operates, including the booking process, payment terms, cancellation rules, liability limits, waste handling requirements, and the governing law that applies to the contract. If there is any conflict between these terms and any other communication, these terms will prevail unless we expressly agree otherwise in writing.

These conditions are designed to provide clarity and fairness for both parties. We recommend that you read them carefully before placing an order or confirming a service appointment. References to “we”, “us”, and “our” mean the service provider. References to “you” and “your” mean the customer, client, or authorised representative making the booking. Where the wording refers to a “service”, it may include one-off works, scheduled visits, maintenance arrangements, labour-only services, collection services, or other related tasks we agree to carry out.

In these terms, headings are for convenience only and do not affect interpretation. Any reference to a law, statute, or regulation includes any replacement, amendment, or re-enactment of that law. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force. No waiver by us will be treated as a continuing waiver unless we confirm this in writing. These terms do not affect your statutory rights where they apply under UK consumer law.

1. Booking Process

Bookings may be requested by telephone, email, online form, written instruction, or any other method we make available from time to time. A booking request is not an acceptance of the service by us. A contract is formed only when we confirm the booking, issue written acceptance, commence the service, or otherwise agree to proceed. We may request further information before confirming a booking, including details about access, scope, timing, materials, site conditions, or any special requirements.

It is your responsibility to ensure that all information supplied at the booking stage is accurate and complete. This includes the service location, the nature of the work required, any hazards, parking or access restrictions, and any relevant deadlines. If your description of the work changes before the appointment, you must notify us as soon as reasonably practicable. We reserve the right to revise the price, timeline, or scope of the service if the information originally provided was incomplete or inaccurate.

We may refuse, pause, or cancel a booking where we consider that the work is unsafe, unlawful, outside our competence, or not reasonably possible to complete. We may also decline a booking if the site is not suitably accessible, if the required materials are unavailable, or if the customer has failed to meet previous payment obligations. Where a booking is accepted, any estimated date or time is given in good faith but may be subject to change due to operational demands, weather, supplier delays, or circumstances beyond our control.

2. Prices and Payments

Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation or estimate may be based on information available at the time and may be revised if the actual work differs from the original description. Additional charges may apply for call-out fees, urgent attendance, extra labour, specialist equipment, disposal costs, or waiting time caused by customer delay. Any variation to the agreed price should be confirmed before the additional work is carried out, where reasonably practicable.

Payment terms will be set out in the booking confirmation, invoice, or quotation. Unless we agree otherwise in writing, payment is due immediately upon completion of the service or within the period specified on the invoice. We may require a deposit, advance payment, or part-payment before starting the work. If you fail to pay on time, we may charge interest and reasonable recovery costs to the extent permitted by law. We also reserve the right to suspend further services until outstanding sums have been paid in full.

3. Cancellation, Rescheduling, and Customer Delay

You may cancel or reschedule a booking by giving us reasonable notice. Where we incur costs because a service is cancelled at short notice, we may charge cancellation fees or retain part or all of any deposit to cover our losses. The amount charged will be reasonable and proportionate to the circumstances, taking into account labour, materials ordered, travel, preparation, and any other non-recoverable expenses. If the service is a consumer contract and you have the right to cancel under applicable law, that right will apply unless an exemption or exception applies.

If you are not available at the agreed time or fail to provide access, keys, instructions, permits, or other necessary arrangements, we may treat this as a cancellation, a missed appointment, or customer delay. In such cases, we may charge a reasonable fee for wasted attendance, including time spent travelling to the site and waiting for access. If you ask us to rearrange the booking repeatedly, we may require a fresh deposit or updated confirmation before proceeding. We will always act reasonably and in proportion to the circumstances.

We may cancel or postpone a service if there is a health and safety concern, adverse weather, staff illness, supplier failure, or any event outside our reasonable control. If we cancel for reasons within our control, we will refund any advance payment for work not performed. If the cancellation is caused by an event outside our control, our liability will be limited as set out in these terms. We will use reasonable efforts to notify you of any change and to offer an alternative date where possible.

4. Performance of the Service

We will provide the service with reasonable skill and care, using suitable personnel and equipment. Any time, duration, or completion estimate is approximate unless expressly agreed as fixed. You agree to provide a safe working environment, including clear access to the site and any utilities, information, or authorisations needed for the work. If we are unable to complete the service because the site is unsafe, inaccessible, or materially different from what was described, we may stop the work and charge for the time already spent.

Where materials are supplied as part of the service, they remain subject to the relevant product terms or supplier warranties, if any. Colour, finish, texture, or appearance may vary due to manufacturing tolerances, age, or environmental conditions, and such differences will not automatically constitute a defect. Any samples, brochures, or images are intended only as a general indication. Unless otherwise agreed, we do not guarantee that a service will produce a particular commercial outcome, aesthetic result, or future performance beyond the reasonable standard of work described.

5. Liability and Limitations

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 lawfully be excluded under UK law. Subject to that, we will not be responsible for indirect, special, or consequential loss, including loss of profit, loss of opportunity, loss of goodwill, or business interruption, whether arising in contract, tort, negligence, or otherwise.

Our total liability arising from or in connection with a service will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law. We are not liable for defects, damage, or delay caused by information, instructions, or materials supplied by you or by a third party not under our control. We are also not liable for pre-existing faults, hidden defects, structural issues, or deterioration that could not reasonably have been identified before the work began.

You are responsible for making your own arrangements for insurance if you wish to protect against loss beyond the extent of our liability. Any claim must be notified to us as soon as reasonably possible after you become aware of the issue and, in any event, within a reasonable time. You must give us the opportunity to inspect the alleged problem and to remedy it where appropriate. Failure to do so may affect our ability to consider or resolve the matter fairly.

6. Waste Regulations and Site Materials

Where a service generates waste, surplus materials, packaging, or removed items, the handling and disposal of such waste will be dealt with in accordance with applicable UK waste regulations and environmental requirements. You must tell us in advance if the site contains hazardous, regulated, restricted, or specialist waste. We may refuse to handle certain materials if we are not licensed, insured, or equipped to do so safely and lawfully. In some cases, specialist disposal may require an additional charge.

If we remove waste as part of the service, ownership of the waste transfers only to the extent permitted by law and only once we have lawfully accepted it for disposal or recovery. You warrant that any items you ask us to collect or dispose of are lawfully available for removal and do not include prohibited materials unless specifically agreed. We may require you to separate waste streams, provide declarations, or confirm the nature of the materials before collection or disposal takes place.

If the service involves work that produces debris, dust, or other site residues, we will take reasonable care to leave the area tidy, but you acknowledge that some disturbance may be unavoidable. Unless stated otherwise, we are not responsible for reinstating decorations, finishes, landscaping, or fittings that are beyond the agreed scope of work. Where we provide bins, skips, containers, or other waste receptacles, you must use them only for the permitted materials and must not overload them or place unsafe items inside.

7. Customer Obligations

You must co-operate with us in all reasonable respects so that the service can be performed safely and efficiently. This includes giving timely responses, providing access, ensuring that any vulnerable persons are safeguarded, and removing or securing items that may be damaged by the work. If pets, children, or other persons are present, you must take reasonable steps to ensure their safety and to prevent interference with the service. We may refuse to proceed if we believe the environment is not suitable.

You confirm that you have authority to arrange the service at the relevant premises and that, where needed, you have obtained the permission of the property owner, landlord, management company, or other relevant party. If the service requires permits, consents, or third-party approval, it is your responsibility to obtain them unless we expressly agree in writing to do so. You must also disclose any known risks, such as asbestos, electrical issues, damp, fragile surfaces, or structural concerns, before the work starts.

Any equipment, tools, or materials we leave on site remain our property until paid for in full if title retention has been agreed or applies under law. You must not interfere with or use our tools, vehicles, or equipment without permission. If any of our property is damaged, lost, or stolen because of your breach of these obligations, you may be responsible for the reasonable cost of repair or replacement, to the extent permitted by law.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly with full details so we can investigate. Where appropriate, we may offer to return and inspect the issue, provide a repeat service, make a repair, or agree another reasonable remedy. We will consider complaints fairly and within a reasonable time. Any remedy will depend on the facts, the nature of the service, and whether the issue was caused by our breach, your instructions, or external factors.

Minor variations, changes arising from site conditions, or outcomes that are consistent with the agreed scope will not necessarily amount to a breach of contract. A complaint will not entitle you to withhold payment for the undisputed part of the service unless the law permits you to do so. If we agree a remedy, that remedy will usually be the full extent of our obligation in respect of the reported issue, unless further action is required by law.

9. Force Majeure

We are not responsible for any delay or failure to perform our obligations caused by events beyond our reasonable control. These may include extreme weather, fire, flood, power failure, strike action, transport disruption, illness, pandemic-related restrictions, civil disturbance, acts of government, or supplier failure. If such an event occurs, we may suspend the service for as long as the event continues and resume performance when reasonably possible. If the delay becomes excessive, either party may be entitled to terminate the affected booking on reasonable notice.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales unless mandatory law requires otherwise. If you are ordinarily resident in Scotland or Northern Ireland, any rights you have under applicable local consumer law will remain unaffected. The parties agree that the courts of England and Wales will have jurisdiction, subject to any mandatory consumer protection rules that grant a different forum. If any dispute cannot be resolved amicably, it may be pursued through the courts or any other lawful dispute resolution process available.

By continuing with the booking or receiving the service, you acknowledge that you have read, understood, and agreed to these service terms. These conditions form the complete agreement between the parties concerning the services described, except where replaced by a written variation signed or expressly accepted by us. No oral statement, promise, or assurance will vary these terms unless confirmed in writing. The aim of these terms is to provide a clear, fair, and lawful framework for our UK service conditions, supporting a professional relationship based on transparency, responsibility, and mutual respect.