Terms and Conditions for UK Services

These Terms and Conditions set out the basis on which our service is supplied to customers in the United Kingdom. By making a booking, placing an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. They are designed to create a clear understanding of the service scope, the booking process, payment obligations, cancellation rules, liability limits, and the handling of waste in line with applicable UK requirements. If any part of these terms is unclear, it is your responsibility to read them carefully before confirming a booking.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer receiving the service. These terms apply to both domestic and commercial customers unless a separate written agreement states otherwise. Where a variation is agreed, it must be confirmed in writing to have effect.

Our service is provided on the basis of the information you supply at the time of booking and any inspection or assessment we carry out before work begins. If the actual conditions differ from the information provided, the scope, timing, price, or method of delivery may need to be adjusted. Please ensure all details are accurate so that the service can be arranged safely and efficiently.

Booking Process

Bookings may be made by telephone, email, online enquiry form, or any other method we make available. A booking is only accepted when we confirm it, whether verbally or in writing. Until confirmation is issued, no contract is formed and no dates or prices are guaranteed. We may decline a booking at our discretion, particularly where the requested service is outside our scope, the location is unsuitable, or the required works would create unreasonable risk.

When placing a booking, you must provide accurate and complete information, including the type of service required, access arrangements, parking restrictions, site conditions, and any known hazards. You must also tell us about anything that may affect the service, such as fragile materials, restricted entry points, heavy items, asbestos concerns, or the presence of waste requiring special handling. Failure to disclose relevant information may result in delays, extra charges, or cancellation of the booking.

Where a site visit, survey, or quotation is required before the service can begin, any estimate given is based on the information available at that time. A quotation is valid only for the period stated, or if no period is stated, for a reasonable time in the circumstances. We reserve the right to revise a quote if the scope changes, if additional labour or equipment is required, or if unforeseen conditions are identified on arrival.

Bookings are subject to availability, and the time or date given is an estimate unless we expressly state otherwise. We will use reasonable efforts to attend within the agreed time window, but we are not liable for delays caused by traffic, weather, supplier issues, access problems, or events beyond our reasonable control. If a delay occurs, we will aim to keep you informed and arrange a new appointment where appropriate.

Payments

Payment terms will be confirmed at the point of booking or within the quotation. Unless we agree otherwise in writing, payment is due upon completion of the service or within the stated invoice period. For certain services, we may require a deposit, part-payment, or full payment in advance. A booking may not be secured until the required deposit has been received and cleared.

All prices are stated in pounds sterling and, where applicable, may be subject to VAT or other taxes at the prevailing rate. Any price provided before work starts is based on the agreed scope and may change if the scope changes. If additional work is requested by you, or becomes necessary because of unforeseen conditions, you agree to pay the additional charges at the rates notified to you.

You must make payment in full and without deduction, set-off, or withholding unless required by law. If an invoice is overdue, we may charge interest and recover reasonable costs of collection in accordance with the Late Payment of Commercial Debts legislation where applicable. We may also suspend further work, withhold delivery, or cancel future bookings until all outstanding sums are paid.

Cancellations, Rescheduling, and Access

You may cancel or reschedule a confirmed booking by giving reasonable notice. The amount of notice required may vary depending on the type and scale of the service, and any specific cancellation period stated in the quotation or booking confirmation will apply. If you cancel after we have allocated staff, reserved equipment, ordered materials, or incurred other costs, we may charge a cancellation fee or retain all or part of any deposit to cover our losses.

If you fail to provide access to the site, are not present where your presence is required, or the work cannot be completed because of inaccurate information, unsafe conditions, or missing permissions, the booking may be treated as cancelled by you. In such circumstances, we may charge a call-out fee, wasted attendance fee, or the full agreed price if the work was ready to begin and could not proceed through no fault of ours.

Our Right to Cancel or Suspend

We may cancel, postpone, or suspend the service if we believe it cannot be performed safely, lawfully, or to a reasonable standard. This may include situations where weather conditions, access restrictions, site hazards, unpaid invoices, or circumstances beyond our control make performance impractical. If we cancel for a reason within our control, we will refund any advance payment for work not yet carried out, but we will not be responsible for indirect losses.

We may also suspend services if you breach these terms, fail to cooperate, provide misleading information, or behave in a way that threatens staff safety. Any rescheduled service will be subject to availability and may be priced using the rates applicable at the new date if costs have changed. Good communication helps reduce the need for rescheduling and additional costs.

Where cancellations affect time-sensitive work, we may be unable to restore the original schedule. In such cases, our liability is limited to the refund of sums paid for services not delivered, subject to any lawful deductions for work completed, materials supplied, or costs already incurred.

Liability and Service Standards

We will carry out the service with reasonable care and skill, using appropriately trained personnel and suitable equipment. However, except where prohibited by law, our total liability for any claim arising from or in connection with the service is limited to the amount paid or payable for the specific service giving rise to the claim. We do not accept liability for loss of profit, loss of business, loss of goodwill, or any indirect or consequential loss.

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 limited. Your statutory rights are unaffected. If the service involves work on or near property, possessions, or fixtures, you are responsible for removing or protecting items that could be damaged, unless we have expressly agreed to do so.

We are not responsible for damage caused by defects, hidden faults, pre-existing wear and tear, unsuitable installation, or issues arising from inaccurate instructions. If damage occurs and we are at fault, our obligation will be limited to repairing the damage, arranging replacement, or paying compensation up to the liability limit stated above, whichever we consider reasonable in the circumstances.

Waste Regulations and Disposal

Where the service involves removal, handling, transport, or disposal of waste, both parties must comply with applicable UK waste regulations. Waste must be described accurately and must not include prohibited, hazardous, or unidentified materials unless we have agreed in writing to handle them. You are responsible for telling us the nature of any waste in advance, including whether it contains electrical items, sharp objects, chemicals, plasterboard, contaminated materials, or other regulated items.

We may refuse to collect or dispose of waste that is unsafe, improperly bagged, not accessible, or inconsistent with the information provided. If waste is misdescribed or contains restricted materials, additional charges may apply, and the service may be delayed or cancelled. Where relevant, you acknowledge that waste transfer documentation, carrier requirements, segregation rules, and lawful disposal routes may apply, and you agree to cooperate fully with any compliance requests.

If any waste remains on site after completion of the service, it is your responsibility unless we have agreed to remove it. We do not accept responsibility for waste that is left in an unsafe condition by you or by a third party. Where we are responsible for disposal, we will arrange it through lawful channels and may keep records required by law, including descriptions, quantities, and transfer details. You must not request that we dispose of waste unlawfully or in a way that breaches environmental or safety rules.

Customer Responsibilities

You must ensure that the premises are reasonably prepared for the service and that we have safe access to all relevant areas. This includes obtaining any permissions required from landlords, neighbours, managing agents, freeholders, local authorities, or other third parties. If permits, parking arrangements, keys, codes, or other access arrangements are needed, you are responsible for making them available in time for the appointment.

Any instructions you give must be lawful, accurate, and consistent with the service requested. You must not ask us to carry out work that would breach health and safety requirements, waste regulations, planning rules, or any other applicable law. If we believe instructions are unsafe or unlawful, we may refuse to proceed without liability.

Force Majeure

We will not be liable for delay or failure to perform where the delay or failure is caused by events beyond our reasonable control, including severe weather, fire, flood, epidemic, strikes, transport disruption, supplier failure, power loss, or governmental action. If such an event occurs, we may suspend performance for the duration of the event and reschedule the service when reasonably possible.

Data and Records

We may keep records relating to bookings, invoices, site notes, waste documentation, and communications for business, accounting, safety, and legal compliance purposes. Any personal data processed in connection with a booking will be handled in accordance with applicable data protection law. We will only use information for legitimate business purposes connected with the service or as required by law.

Where we need to rely on photos, notes, or site assessments to confirm what work was agreed, those records may be used to resolve disputes about scope, condition, or completion. You agree that our internal records, saved correspondence, and invoice history may be relied upon as evidence unless you can show they are inaccurate.

Complaints and Disputes

If you are dissatisfied with any part of the service, you should tell us promptly so that we can investigate. We may ask for photographs, documents, or other information to understand the issue. Any complaint must be made within a reasonable time after the service, and you must allow us a fair opportunity to inspect, remedy, or respond before taking further action.

If a dispute cannot be resolved informally, either party may pursue the matter through the courts of England and Wales, Scotland, or Northern Ireland, depending on the relevant legal framework. Nothing in these terms prevents either party from seeking urgent injunctive relief or using any alternative dispute resolution method agreed in writing.

General Provisions

We may update these terms from time to time. The version in force at the time of your booking will apply to that booking, unless a later change is required by law or agreed in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in effect. A failure by us to enforce any term does not mean we waive our right to enforce it later.

These terms form the entire agreement between you and us in relation to the service, except where expressly varied in writing. You may not transfer your rights or obligations without our written consent. We may assign or subcontract part or all of the service where reasonably necessary, provided this does not materially reduce the standard of service.

Governing Law

The contract between you and us, and any dispute or claim arising from it, shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires otherwise. The parties agree to submit to the exclusive jurisdiction of the courts of England and Wales, except where another UK jurisdiction must apply by law. These terms should be read as a practical framework for a professional UK service, balancing customer rights, operational clarity, and lawful compliance.