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 making a booking, placing an order, or confirming a request for service, you agree to be bound by these terms. They are intended to create a clear and fair framework for both parties, covering the booking process, payment arrangements, cancellations, liability, waste obligations, and the applicable law governing the service agreement. These terms should be read alongside any written quote, service description, or order confirmation issued for the relevant work.

For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer, client, or person making the booking. If any part of these service terms is inconsistent with a separate written agreement signed by both parties, the signed agreement will apply to the extent of the inconsistency. Nothing in these terms is intended to remove any rights you may have under applicable consumer protection law.

We may update these terms from time to time. The version in force at the time your booking is accepted will normally apply to that service, unless a change is required by law or is agreed in writing. If a clause is held to be unenforceable, the remaining clauses will continue to apply. Headings are included for convenience only and do not affect interpretation.

1. Booking Process

All bookings are subject to availability and acceptance by us. A request for a quote, estimate, appointment, or scheduled service does not itself create a binding contract. A contract is formed only when we confirm the booking in writing, by email, text message, online confirmation, or other recorded method. We may decline a booking where we are unable to provide the service safely, lawfully, or within the requested timeframe.

When you book a UK service, you must provide accurate and complete information, including the nature of the work, the site conditions, access arrangements, and any matters that may affect delivery of the service. If the information supplied is inaccurate or incomplete, we may need to revise the price, adjust the timetable, or cancel the appointment. You are responsible for ensuring that someone with authority is available to approve the work if required.

Any date or time given for attendance is an estimate unless expressly stated otherwise. We will use reasonable efforts to attend within the agreed period, but delays may occur due to traffic, weather, supply issues, staffing changes, or circumstances beyond our control. If a delay is likely to be substantial, we will seek to notify you and propose a revised arrangement where reasonably practicable. Service bookings may also be subject to a minimum notice period, survey requirement, or pre-approval process depending on the nature of the work.

2. Pricing and Payments

Prices are normally quoted in pounds sterling and may be fixed, estimated, or calculated based on time, labour, materials, volume, weight, or other agreed measures. Unless stated otherwise, quotes are based on the information available at the time and may change if the scope of the work changes or if additional tasks are required. Any significant variation will usually be discussed before the work continues, although urgent safety-related steps may be taken without prior approval if reasonably necessary.

Unless agreed otherwise in writing, payment is due upon completion of the service or within the period shown on the invoice. For some bookings, we may require a deposit, part-payment, or advance payment before attending or ordering materials. If payment is not received by the due date, we may charge interest and reasonable recovery costs to the extent permitted by law. We also reserve the right to suspend further services until overdue amounts are settled.

Accepted payment methods may include bank transfer, card payment, cash, or another method stated on the invoice or booking confirmation. If payment is made by card or another third-party platform, any processing delays or fees imposed by that provider are outside our control. You must ensure that funds are available and that any payer-authorisation steps are completed in full. Payments are only treated as received when cleared funds have been credited to our account or otherwise confirmed.

3. Cancellations, Amendments, and Non-Attendance

You may request to cancel or reschedule a service booking by giving us notice in advance. Where a cancellation occurs close to the appointment time, we may charge a cancellation fee that reflects losses reasonably incurred, such as reserved labour, travel, allocated equipment, materials purchased, or time held exclusively for your booking. Any applicable fee will be proportionate and in line with relevant law.

If you wish to amend the scope of the work, the location, the timing, or other key details after confirmation, we will tell you whether the change can be accommodated and whether the price or schedule must be revised. We are not obliged to accept amendments that materially alter the nature of the service. Where a delay or cancellation is caused by your failure to provide access, instructions, or a safe working environment, this may be treated as a customer cancellation or a wasted attendance.

We may cancel or suspend a booking if circumstances make performance impractical, unsafe, unlawful, or impossible, including where materials are unavailable, access is denied, or events beyond our control prevent attendance. If we cancel before starting the work, we will normally refund any sums paid for services not supplied, subject to any lawful deduction for work already completed or expenses already incurred. This does not limit any rights you may have where cancellation arises from our breach of contract.

4. Service Standards and Customer Responsibilities

We will perform the service with reasonable care and skill, using suitable personnel, tools, and materials where applicable. Any specific outcome, finish, or timeline mentioned during the sales process is an estimate unless explicitly guaranteed in writing. The exact method of delivery may vary if a different approach is reasonably necessary to complete the work safely or effectively. Where products, parts, or materials are supplied, they may be subject to separate manufacturer terms.

You are responsible for giving us safe and reasonable access to the site, premises, equipment, utilities, and any area required for the service. You must remove or protect items that may be damaged during the work and must tell us about any hidden defects, hazards, fragile surfaces, contamination, or special risks. If preparation is required before our attendance, you must complete that preparation on time. We may refuse to proceed if the site is unsafe or unsuitable.

If you or anyone acting on your behalf asks us to proceed despite warnings or known risks, you accept responsibility for the consequences to the extent permitted by law. Where we identify a risk that requires additional precautions, extra time, or specialist equipment, we may charge accordingly. This is especially relevant in relation to service agreement duties involving access, safety, or protected surfaces. Delays caused by the customer may be charged at the applicable waiting or attendance rate if stated in the quotation or invoice.

5. Liability and Limits of Responsibility

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 shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of goodwill, or any loss not reasonably foreseeable at the time the contract was formed.

Our total liability arising from any single claim or series of related claims will, to the extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim. If the service is supplied over more than one visit or invoice period, liability may be assessed by reference to the relevant portion of the work directly connected to the issue complained of. This limit does not apply where a higher minimum liability is required by law.

We are not responsible for damage caused by pre-existing defects, hidden structural problems, unsuitable materials supplied by the customer, inaccurate information, or failure to follow our instructions after completion. Where goods, materials, or parts are supplied by third parties, we give no greater warranty than that provided by the manufacturer or supplier. Any statutory rights you may have in relation to UK service terms remain unaffected by these limitations.

6. Waste Regulations and Environmental Compliance

Where the service generates waste, it will be handled in accordance with applicable waste management and environmental rules in the United Kingdom. You agree that any waste removed from your premises or site may need to be sorted, transported, stored, transferred, or disposed of in a lawful manner. We may require you to identify any items that could be hazardous, contaminated, recyclable, or restricted before collection or disposal.

If the service involves the removal of bulky items, packaging, construction debris, or other refuse, you must ensure that the waste described is accurate and that no prohibited or dangerous materials are mixed in unless expressly agreed in advance. Additional charges may apply where waste is heavier, more extensive, or more difficult to process than stated at the time of booking. We may refuse to handle waste that does not comply with legal or safety requirements.

Any transfer of waste may be subject to recording, documentation, and compliance checks. You may be asked to provide information about the source, nature, or quantity of materials. If you request disposal of items that require specialist handling, you are responsible for disclosing that fact in advance. We reserve the right to stop work if, in our reasonable opinion, the waste presents a legal, environmental, or health and safety risk. Where required, any subcontracted disposal provider will be selected with reasonable care.

7. Force Majeure and Suspension

We shall not be liable for failure or delay in performing the service where the failure results from events beyond our reasonable control. These may include severe weather, fire, flood, accident, transport disruption, illness, industrial action, utility failures, governmental restrictions, or supply chain interruption. If such an event occurs, we may suspend performance for the duration of the event and a reasonable recovery period.

Where performance is suspended due to a force majeure event, we will take reasonable steps to resume the service as soon as practicable or propose a revised date. If the event continues for an extended period, either party may be entitled to terminate the affected booking on written notice, subject to payment for work already performed and reimbursement of unavoidable costs where lawful.

Suspension of the service does not waive any rights or remedies that may arise once the event ends. Any time limits affected by the suspension may be extended by a period that is reasonable in the circumstances. This clause is intended to operate fairly and does not apply to matters caused by our wilful default or to obligations that the law prevents us from suspending.

8. Governing Law and Dispute Resolution

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales unless another part of the United Kingdom lawfully applies by reason of the location of the service or the customer’s residence. The parties agree that the courts having jurisdiction over the relevant matter will have authority to hear any dispute that cannot be resolved informally.

Before starting formal proceedings, the parties should first try to resolve any issue in good faith by discussing the matter and reviewing the relevant booking records, invoice details, and service notes. If a complaint concerns a charge, omission, or alleged defect, we may ask for reasonable evidence and a chance to inspect or correct the issue. This does not prevent either party from seeking urgent legal relief where necessary.

The remainder of these terms continues after termination, cancellation, or completion of the service where needed to give effect to their meaning. Governing law provisions apply to interpretation, enforcement, and any claim related to the UK service agreement. By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions.