Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided. By making a booking, confirming a quotation, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create clarity around the service booking process, payments, cancellations, liability, waste management, and the legal framework that applies to the supply of services. Nothing in these terms affects any rights that cannot be excluded under applicable law.

For the purposes of these terms, references to “we”, “us”, or “our” mean the service provider, and references to “you” or “the customer” mean the person, company, or organisation requesting the service. These terms of service apply to all domestic and commercial work unless we expressly agree otherwise in writing. If there is any inconsistency between these terms and a written agreement or quotation, the written agreement will prevail to the extent of that inconsistency.

We may update these service conditions from time to time to reflect changes in our operations, legal obligations, or service offering. The version that applies will be the version in force at the time your booking is accepted. We recommend that you read these terms carefully before confirming any appointment or instruction, as they form part of the contract between us.

Booking Process

A booking is only considered provisional until it has been reviewed and accepted by us. Requests may be submitted by telephone, email, online form, or other available booking method. We reserve the right to decline a request where we are unable to provide the service safely, lawfully, or within the proposed timeframe. Any quotation given before acceptance is an estimate based on the information available at the time and may be adjusted if the scope of work changes.

When making a service booking, you must provide accurate and complete information about the property, access arrangements, required work, and any relevant risks or restrictions. This includes details such as parking limitations, narrow access, fragile surfaces, hazardous materials, or special handling requirements. If the information provided is incomplete or inaccurate, we may revise the price, alter the schedule, or withdraw the booking where necessary to protect health, safety, or service quality.

We will usually confirm accepted appointments in writing, including the agreed date, approximate time, scope of work, and any special conditions. However, timing is an estimate and may be affected by traffic, weather, equipment failure, staff availability, or issues identified at a previous appointment. We will use reasonable efforts to attend within the agreed window, but time shall not be of the essence unless expressly stated in writing.

If the service requires site access, you are responsible for ensuring that the premises are available and prepared at the agreed time. Where a third party must grant access, you must make the necessary arrangements in advance. Delays caused by unavailable access, incorrect information, or unsafe conditions may result in additional charges or rescheduling fees. Where work is being carried out on behalf of a business, you confirm that you have authority to enter into these service terms and conditions.

We may need to suspend or change a booking if weather conditions, safety concerns, or technical issues make it impractical to proceed as planned. In such cases, we will try to arrange a suitable alternative date. We are not liable for any indirect loss arising from a change of schedule, provided that we act reasonably and in good faith. This approach is standard across most UK service agreements and helps ensure safe and lawful delivery.

Where a quotation includes optional add-on work or variable elements, these will only be carried out if you approve them. Any material change requested after booking may require a revised quotation. You should check all booking confirmations carefully and notify us promptly of any error. Continued silence after confirmation does not mean we have accepted an amended scope unless we have expressly agreed it.

Payment terms will be confirmed at the point of quotation or booking. Unless otherwise agreed, payment is due on completion of the service or in advance where the service type requires it. We may ask for a deposit, part-payment, or full payment before the appointment, particularly for bespoke work, larger jobs, or bookings requiring materials to be reserved. All prices are stated in pounds sterling and may be subject to VAT where applicable.

Accepted payment methods may include bank transfer, card payment, or other methods specified at the time of booking. Any payment processing fees, if applicable, will be disclosed in advance where required by law. You must ensure that payment details supplied are valid and that sufficient funds are available. If a payment is declined, reversed, or delayed, we may suspend further work until the outstanding amount has been settled.

We reserve the right to apply a reasonable charge for additional work, waiting time, repeat attendance, or extra disposal costs where these arise from circumstances not included in the original quotation. Examples include incomplete preparation by the customer, additional items requiring removal, or access delays. We will only charge for additional items where there is a genuine basis to do so and, where possible, we will explain the reason before proceeding.

If payment is not made by the due date, we may charge interest and recover reasonable costs associated with collecting the debt, to the extent permitted by law. We may also suspend ongoing work, withhold delivery of completed items, or decline future bookings until arrears are cleared. This does not limit any other rights or remedies available to us under these service conditions or applicable law.

Any discount, promotion, or special rate is offered at our discretion and may be withdrawn at any time unless already confirmed as part of a specific booking. Promotional pricing applies only to the service described and does not automatically extend to extras, upgrades, or changes in scope. Where a package includes multiple elements, failure to use one element does not entitle you to a refund unless we state otherwise.

Receipts or invoices will normally be issued electronically. You are responsible for ensuring that billing details are accurate and up to date. If you require a revised invoice because of an error in the information you provided, we may charge an administrative fee where reasonable and lawful. Any dispute about an invoice must be raised promptly and should not delay payment of any undisputed sum.

You may request a cancellation or change to your booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, the level of preparation involved, and whether materials or third-party resources have already been committed. Where a cancellation is made with insufficient notice, we may retain part or all of any deposit to cover loss and administration.

If you cancel after we have started work or after we have attended the site, charges may still apply for time spent, travel, labour, materials, or other costs already incurred. For services scheduled on a fixed date, cancellation rights may be more limited where the service is due to take place on a specific day and performance has begun with your agreement. We will always act reasonably when assessing any cancellation charge.

Where we need to cancel or reschedule due to illness, safety concerns, equipment failure, weather, or other events outside our control, we will make reasonable efforts to notify you and rearrange the appointment. If no suitable alternative can be arranged, we may refund amounts paid for the cancelled element, but we will not be responsible for associated losses such as missed time, lost earnings, or third-party charges.

You may also request a change to the scope of work, but any such change is subject to our acceptance. If a variation requires extra labour, materials, disposal, or specialist handling, the price may be adjusted accordingly. Changes should be confirmed in writing where practicable, especially where they affect the expected completion time, the number of operatives required, or the handling of waste and recyclables.

We may cancel a booking immediately if you act abusively, refuse to comply with reasonable safety instructions, fail to disclose relevant hazards, or prevent us from carrying out the work in a lawful and safe manner. In such circumstances, any refund will depend on the amount of work already completed and the losses already incurred. We may also refuse future services where necessary to protect staff, property, or lawful operation.

These cancellation provisions form part of our wider service terms and conditions and are designed to balance flexibility with fairness. We encourage customers to review appointment details carefully and notify us as early as possible if circumstances change. Early communication helps reduce avoidable charges and makes it more likely that an alternative booking date can be arranged.

We will provide our services with reasonable care and skill and in accordance with the agreed specification. If we fail to do so, we will consider any valid complaint and, where appropriate, may re-perform the affected service, reduce the charge, or provide another reasonable remedy. Our responsibility is limited to the service actually supplied and does not extend to matters outside our control.

We are not liable for loss or damage caused by information supplied by you being inaccurate, incomplete, or misleading. We are also not responsible for pre-existing defects, hidden structural issues, faulty installations, or deterioration that was already present before we began the work. If we identify a problem that may affect safety or performance, we may pause the service and advise that specialist support is required.

Nothing in these service conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we shall not be liable for indirect, consequential, or purely economic loss, including loss of profits, loss of business opportunity, or loss of anticipated savings, unless such liability cannot legally be excluded.

Where we are working on your premises or handling your property, you remain responsible for securing valuables, removing sensitive items, and ensuring that the area is suitable for the work to be performed. Although we will take reasonable care, we are not responsible for damage caused by items that are left in a vulnerable position, nor for wear and tear that is reasonable in the circumstances of the service.

Any item, surface, or structure that is fragile, unstable, or likely to be affected by the service should be brought to our attention in advance. If you ask us to proceed despite a known risk, we may request written confirmation. This does not transfer to us responsibility for the risk itself. We may decline to proceed where, in our view, the risk of harm is unreasonable or the work would be unsafe.

Our total liability arising from any booking shall, to the extent permitted by law, be limited to the amount paid or payable for the relevant service, except where a different limit is expressly stated in writing or where the law requires otherwise. This limitation applies whether the claim arises in contract, negligence, misrepresentation, breach of statutory duty, or otherwise.

Where our services generate waste, recycling, removed items, or other materials for disposal, both parties must comply with applicable waste regulations and environmental requirements. We will handle waste in a lawful and responsible manner, but the customer must disclose any item that could be hazardous, restricted, contaminated, or subject to special disposal rules. This includes materials that may require separate handling or certified removal.

You must not conceal hazardous substances, illegal items, or items that are unsafe to transport or store. If we discover such materials, we may stop work, isolate the affected area, and require you to arrange specialist collection or disposal. Any extra costs caused by undeclared waste, contamination, or the need for special handling may be charged to you. We may also notify the relevant authorities where we are legally obliged to do so.

Where waste is removed from the site, title to that waste transfers only when lawful and when we have accepted it for collection or disposal. Items that remain the property of a third party or are subject to licensing, data protection, or environmental restrictions must be identified in advance. You are responsible for ensuring that no confidential, dangerous, or regulated materials are included unless expressly agreed.

We may separate waste into reusable, recyclable, and non-recyclable materials in line with our operational procedures and legal obligations. If you request that certain items be retained, returned, or handled in a particular way, this must be agreed before work starts. Some waste streams may attract additional charges because of transport, treatment, permits, or disposal facility requirements.

We will not be responsible for fines, penalties, or enforcement action arising from waste that you failed to disclose accurately or from instructions that would require us to breach the law. You agree to cooperate with us in relation to any documentation, declarations, or access needed to ensure lawful disposal. This obligation continues where required after the service has been completed.

The customer must also ensure that waste storage areas, bins, and collection points are accessible and safe. If containers are overfilled, blocked, contaminated, or placed in a way that makes collection impossible, the service may be delayed or an additional visit may be required. Any such delay or repeat attendance may be charged where reasonable.

These terms constitute the entire agreement between the parties in relation to the relevant booking and supersede any prior discussions or representations, except where expressly incorporated in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right shall operate as a waiver of that right.

We may assign or transfer our rights and obligations under these terms where it is reasonable to do so and where the law permits. You may not transfer your rights or obligations without our written consent. Any notice under these service terms and conditions should be given in a clear and durable form, although the exact method of notice may depend on the booking arrangements and communication method used.

If a dispute arises, both parties should first try to resolve it promptly and in good faith. Where appropriate, we may ask for supporting information, photographs, or relevant documentation to help assess the issue. This does not prevent either party from seeking any remedy available under law, but early resolution is encouraged as a practical first step.

These UK service terms are governed by the laws of England and Wales, and any dispute arising out of or in connection with them shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If your service is supplied in another part of the United Kingdom, any local statutory rights that apply will remain unaffected to the extent required by law.

By confirming a booking, paying a deposit, or allowing work to commence, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are intended to support a fair, transparent, and lawful service relationship. If you do not agree with any part of these terms, you should not proceed with the booking or permit the service to begin.