UK Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our professional services to customers throughout the UK. By making a booking, placing an order, or confirming an appointment, you agree to be bound by these terms. They are designed to be clear, fair, and practical, while protecting both the customer and the service provider. Please read them carefully before proceeding with any service booking.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person requesting or receiving the service. These UK service terms apply to all standard service appointments, scheduled work, and related support unless we agree otherwise in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

We reserve the right to update or amend these service conditions from time to time, for example to reflect legal changes, operational improvements, or changes in pricing. The version in force at the time your booking is accepted will usually apply to that booking. Where a change materially affects your rights or obligations, we will aim to make the revised position clear before the service begins.

Booking Process

All bookings are subject to availability and acceptance. A request for a service does not in itself create a binding contract until we confirm the booking. Confirmation may be provided verbally, in writing, by email, through an online system, or by any other reasonable method. At the point of confirmation, we will normally identify the scope of the work, the expected timing, and any relevant conditions that apply to the service.

To help us provide an accurate and efficient service, you must give us correct and complete information when making a booking. This includes, where relevant, the type of service required, access arrangements, site conditions, time restrictions, and any special requirements that may affect delivery. If the information you provide is inaccurate or incomplete, we may need to revise the booking, adjust the price, or refuse the service if the work cannot be carried out safely or properly.

Where a visit, inspection, or assessment is required before the main service can be carried out, the booking may be treated as provisional until that assessment is completed. If the actual requirements differ from the original description, we may recommend a revised scope of work or alternative service arrangement. Any additional work requested by you on the day may be accepted only if we have the capacity and the necessary resources to complete it safely.

Payments and Charges

Prices may be quoted in advance or calculated according to the nature, duration, size, or complexity of the service. Unless otherwise stated, all prices are in pounds sterling and may be subject to VAT where applicable. A quote is based on the information available at the time it is issued and may be revised if the scope of work changes, if site conditions differ from what was described, or if unforeseen issues arise that require additional time, materials, or labour.

Payment terms will be stated at the time of booking or on the invoice. In some cases, full payment may be required in advance; in other cases, a deposit, part-payment, or payment on completion may apply. If a deposit is required, the booking may not be secured until the deposit has been received. We may suspend or refuse to begin work if payment is overdue, if a payment method is declined, or if we reasonably believe that payment may not be made.

Unless we agree otherwise, payment must be made by the method notified to you when the booking is accepted. You are responsible for ensuring that payment is made on time and in full, and for any bank charges or processing fees charged by your payment provider. If payment is late, we may charge interest and recover reasonable costs associated with collection, subject to applicable law. Nothing in these service terms affects your statutory rights as a consumer where those rights apply.

Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service, the resources reserved, and whether third-party arrangements have already been made. If you cancel at short notice, we may charge a cancellation fee to cover losses incurred, including staff time, reserved materials, or travel costs, where this is lawful and reasonable.

We may also need to cancel or rearrange a booking because of weather, staff illness, supply issues, unsafe conditions, access problems, or events outside our control. In such cases, we will aim to notify you as soon as practicable and offer an alternative date or a refund where appropriate. We are not usually responsible for indirect losses arising from a change of appointment, provided we have acted reasonably and in accordance with these service conditions.

If we attend a site and cannot carry out the service because access is unavailable, information provided is materially incorrect, the area is unsafe, or you are not present where attendance is required, the visit may be treated as a cancellation or a failed attendance. In such cases, we may charge for the appointment, including waiting time, travel, or any other reasonable costs incurred.

Service Performance and Customer Responsibilities

We will use reasonable skill and care in providing our services and will carry out the work in a professional manner. Any dates or times given are estimates unless expressly agreed as fixed. Minor delays may occur due to operational factors, and we will not normally be liable for delays caused by events beyond our control. If the service requires your cooperation, you must provide timely access, accurate instructions, and any approvals needed to proceed.

You are responsible for ensuring that the place where the service is to be performed is suitable and safe. This includes securing pets, moving fragile items where appropriate, disclosing relevant hazards, and ensuring that any necessary permissions, consents, or authorisations have been obtained. If we identify a hazard that prevents safe completion of the work, we may pause or stop the service until the issue is resolved.

You agree not to request work that would breach applicable law, health and safety requirements, or environmental obligations. We may refuse to perform any task that we reasonably believe is unsafe, unlawful, or outside our competence. If a service is completed using materials or instructions supplied by you, you remain responsible for their suitability unless we have expressly agreed to verify them.

Liability and Limitations

Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to that, our liability to you for loss or damage arising from the provision of services will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is expressly agreed in writing.

We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational damage, whether arising in contract, tort, or otherwise, to the extent permitted by law. We will not be liable for damage caused by items not properly secured, hidden defects, pre-existing faults, or circumstances that could not reasonably have been detected before or during the service.

Any claim relating to a service must be raised promptly once the issue becomes apparent. You must allow us a reasonable opportunity to inspect, investigate, and, where appropriate, remedy the issue. Failure to notify us in good time may affect our ability to resolve the matter and may limit any remedy available. This limitation is intended to be fair and proportionate and does not remove any rights you may have under consumer law.

Waste Regulations and Environmental Compliance

Where our work involves the removal, handling, transport, storage, or disposal of waste, all such activity will be carried out in accordance with applicable UK waste regulations and environmental requirements. Waste must be described accurately at the time of booking so that we can determine whether it can be accepted, how it should be handled, and whether special arrangements are required. We may refuse waste that is incorrectly described, hazardous, prohibited, or unsuitable for the service agreed.

Unless otherwise stated, you remain responsible for ensuring that waste is presented in a lawful and appropriate condition for collection or removal. You must not mix prohibited materials with general waste or conceal items that require special handling. If we discover hazardous, controlled, or regulated materials during the service, we may suspend the work, seek further instructions, or charge additional fees for compliant handling, subject always to legal requirements.

We will take reasonable steps to dispose of any waste we accept responsibly and in line with environmental duties, record-keeping obligations, and duty-of-care principles. If waste documentation, transfer notes, or other records are required, you agree to provide any information reasonably needed for compliance. We may decline to proceed if doing so would create a risk of unlawful disposal or breach of environmental standards.

Data, Access, and Third Parties

To manage a booking and deliver the service, we may need to use information you provide, such as name, address, contact details, and service requirements. We will use that information only as needed for administrative, operational, legal, and compliance purposes, and in line with applicable data protection law. We will not sell your personal data, and we will keep it secure using reasonable safeguards.

If the service involves access to property, vehicles, equipment, or systems controlled by a third party, you are responsible for obtaining any required permissions and for ensuring that the third party is aware of the arrangements. We are entitled to rely on instructions given by an authorised person and will not be responsible for delays caused by failure to secure permission or access from others.

Any subcontractor, supplier, or independent professional engaged to assist in the provision of the service will be selected with reasonable care. However, unless we expressly state otherwise, we are not responsible for separate contracts you enter into with third parties. Where specialist work is required, we may recommend alternative service arrangements if the task falls outside the agreed scope or requires certification by another provider.

Complaints, Remedies, and General Provisions

If you are unhappy with any aspect of our service, please notify us as soon as possible so we can review the issue and attempt to resolve it fairly. Where a fault is confirmed, we may offer to repeat the service, correct the issue, issue a partial refund, or provide another reasonable remedy depending on the circumstances. The appropriate remedy will depend on the nature of the problem and any legal rights that apply.

These service terms are intended to operate alongside your consumer rights and do not reduce any rights you may have under statute. If any provision is found unlawful or ineffective, that provision will be treated as modified to the minimum extent necessary to make it enforceable, and the remainder of the terms will continue in effect. No failure by us to enforce a right will constitute a waiver of that right.

The rights and obligations under these terms are personal to you and may not be assigned without our written consent. We may assign or transfer our rights and obligations where this does not materially disadvantage you. Headings are included for convenience only and do not affect interpretation. References to legislation include any amendments, re-enactments, or replacements made from time to time.

Governing Law

These UK service terms and conditions are governed by the laws of England and Wales unless we agree otherwise in writing. If you are a consumer resident in Scotland or Northern Ireland, you may also have certain rights to bring proceedings in your local courts where permitted by law. Any dispute arising out of or in connection with the services or these terms will be handled by the courts having proper jurisdiction.

By booking or using our services, you confirm that you have read, understood, and agreed to these terms. If anything in the booking confirmation or service documentation appears inconsistent with these terms, the written confirmation will apply only to the extent that it specifically varies the relevant provision. All other parts of these terms will remain in force.

These conditions form the full agreement between you and us for the relevant service, replacing any previous discussions or understandings relating to the same booking, unless expressly stated otherwise. We recommend that you keep a copy of the confirmation and these terms for your records. Continued use of our service after any update will constitute acceptance of the revised version where legally permitted.