Service Terms and Conditions
These service terms and conditions set out the basis on which services are provided, booked, paid for, delivered, amended, and cancelled. They are intended to create a clear agreement between the service provider and the customer so that both parties understand their rights and responsibilities before work begins. By making a booking, the customer confirms that they have read, understood, and agreed to these terms, including any service-specific requirements, limitations, and practical conditions that may apply to the type of work requested.
For the purposes of this document, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or anyone acting on the customer’s behalf. These terms and conditions for services apply to all standard and non-standard appointments, whether arranged online, by phone, by email, or through any other booking method approved by us. If any additional written terms are agreed for a particular job, those terms will apply together with these conditions unless expressly stated otherwise.
Nothing in these service terms affects your statutory rights where they apply. If there is any conflict between these terms and mandatory law, the law will prevail. We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to our processes, but the version in force at the time of booking will apply to that booking unless we agree otherwise in writing.
A booking is only confirmed once we have received the necessary information from you and, where required, any deposit, booking fee, or written acceptance. We may ask for details about the site, the type of service needed, access arrangements, timing preferences, and any special conditions that could affect the safe or efficient delivery of the service. You must ensure that all information provided at the time of booking is complete, accurate, and kept up to date. If important details change before the appointment, you should notify us as soon as reasonably possible.
We reserve the right to decline or postpone a booking where the requested service falls outside our scope, where suitable access is unavailable, where the environment is unsafe, or where the information provided is incomplete or misleading. Any quotation given before the service is booked is based on the information available at that time and may be revised if the actual conditions differ significantly. A quotation does not usually guarantee a fixed price unless we have expressly stated that the price is fixed and subject to no further adjustments.
Where a service requires attendance at a specific time, we will aim to arrive within the agreed window, but the time may be affected by traffic, weather, operational delays, or circumstances beyond our control. If a delay arises, we will make reasonable efforts to keep you informed and to reschedule where necessary. You agree to provide reasonable access to the premises and to ensure that any required permissions, consents, or preparatory steps are in place before the appointment.
Payment terms will be confirmed at the point of booking or before work starts. Unless otherwise agreed, payment is due in full upon completion of the service, although we may require a deposit or advance payment for certain services, larger jobs, custom work, or materials purchased in advance. Payment for services must be made using one of the accepted methods notified at the time of booking, and all prices are stated inclusive or exclusive of VAT according to the position communicated to you at the time the price is provided.
If a deposit has been requested, the booking may not be secured until the deposit is received. Deposits may be non-refundable where they cover time reserved, administration, site surveys, procurement, or other preparatory costs, unless mandatory law requires otherwise. If additional work becomes necessary during the service because of unforeseen conditions, hidden defects, or changes requested by you, we will normally discuss any extra charges before proceeding wherever it is reasonably practical to do so.
If you fail to pay any amount due by the agreed date, we may suspend further services, withhold completion documents or deliverables where lawful, charge reasonable recovery costs where permitted, and/or cancel future bookings. Late or overdue payments may incur interest at the statutory rate or at another rate permitted by law, calculated from the due date until payment is received in full. Any dispute about an invoice must be raised promptly and in good faith, and undisputed amounts should still be paid on time.
Cancellations and rescheduling requests must be made as early as possible. Where you cancel a booking after confirmation, we may charge a cancellation fee to cover loss of time, administrative work, material costs, or other reasonable expenses already incurred. The amount charged may vary depending on how close the cancellation is to the scheduled service date and whether staff, equipment, or third-party resources have already been committed to the job. Any fee applied will be reasonable and proportionate to our actual loss or likely loss.
If you wish to move a booking to another date, we will try to accommodate your request subject to availability and operational constraints. However, a rescheduled appointment is not guaranteed until we confirm it in writing or by another clear communication method. Repeated changes, late access, or failure to provide the agreed conditions may lead us to treat the booking as cancelled by you and to apply the appropriate charges. Where we cancel a booking for reasons within our control, we will either rearrange the appointment or refund any payment due for the cancelled element of the service.
If you are not available at the arranged time, if access is refused, or if the site is not ready for the service to begin, we may charge a call-out fee or wasted attendance fee where permitted. Cancellation policy provisions are designed to protect both parties from avoidable costs and should be read alongside the booking and payment sections of these terms. We will always act reasonably when deciding whether a cancellation fee or attendance charge is appropriate.
We will carry out services with reasonable care and skill, using staff or contractors who are suitably competent for the work undertaken. However, because many services depend on site conditions, customer instructions, and factors outside our control, we do not guarantee that every outcome will be identical or that every issue can be resolved permanently. Any estimate of timing, performance, or likely result is based on the information available when the service is arranged and may change if circumstances change.
Our liability for loss or damage arising from the service is limited to the extent permitted by law. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to those exceptions, we will not be responsible for indirect loss, loss of profit, loss of business, loss of opportunity, or any consequential loss arising from delay, interruption, or failure to perform where such loss was not reasonably foreseeable.
If we are found liable for any claim connected with the services, our total liability will normally be limited to the total amount paid or payable for the specific service giving rise to the claim, unless another limit is required or prohibited by law. You must take reasonable steps to mitigate any loss, and you must notify us promptly of any issue, defect, or alleged failure so that we have a fair opportunity to investigate and, where appropriate, put matters right. Failure to do so may affect any claim you may have.
Customers must comply with all applicable waste, environmental, and disposal requirements relevant to the services provided. If the service involves removal, transport, handling, storage, sorting, or disposal of waste or materials, you are responsible for ensuring that the items presented for collection are accurately described and lawfully available for handling. You must not include prohibited, hazardous, contaminated, or misdeclared materials unless we have expressly agreed in advance and have the facilities and permissions required to deal with them.
Where waste regulations apply, both parties agree to cooperate so that materials are transferred, stored, and disposed of in accordance with applicable UK waste rules and any lawful record-keeping obligations. You may be asked to separate materials, provide information about the origin or nature of the waste, and confirm whether any item may require special handling. If incorrect information is supplied, additional charges, delays, refusal of collection, or onward compliance steps may be necessary. Any extra cost arising from inaccurate waste descriptions or prohibited items may be passed on to you where lawful.
We may refuse to handle items that pose a health, safety, legal, or environmental risk. Where we are required to leave behind excluded items, you remain responsible for their safe storage, lawful removal, and disposal. Nothing in these service terms and conditions permits either party to act in a way that breaches environmental law, transport requirements, or any duty to prevent pollution, nuisance, or improper disposal.
You agree to provide a safe working environment and to tell us about any known risks, including restricted access, fragile surfaces, hidden services, animals, electrical hazards, structural concerns, or other conditions that may affect the service. If we consider that conditions are unsafe, unlawful, or materially different from those described at booking, we may pause or stop work until the issue is resolved, or we may cancel the service if continuation would be unreasonable. Any resulting delay or additional cost may be chargeable where permitted.
All tools, materials, and equipment supplied by us remain our property until paid for in full where ownership retention is permitted by law. Where we leave materials, fittings, or other items on site, you must protect them from damage, theft, or interference, except where we retain responsibility for those items under a separate written arrangement. Any customer-supplied items used as part of the service remain your responsibility, and we are not liable for defects in those items unless the issue arises from our negligence in handling them.
These UK service terms may be terminated by either party if the other commits a serious breach and does not remedy it within a reasonable period where remedy is possible. We may also suspend or end services immediately where required by law, where payment is not made, where instructions are unlawful, or where continuing would create an unacceptable operational or safety risk. Termination does not affect rights and liabilities that have already accrued, including payment obligations and any claims that survive completion or ending of the service.
Any notices or written communications required under these terms may be provided by electronic means or another method that we reasonably choose for the purpose of the booking. If a notice is deemed received, it will be treated as effective from the time it would ordinarily be considered delivered under the relevant method of communication. We encourage all customers to retain a copy of their booking confirmation, quotation, and any written changes so that the agreed scope of the service can be verified if a question later arises.
These terms form the entire agreement between the parties in relation to the services, unless we have agreed a separate written contract that expressly overrides them. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue in force. Failure by us to enforce any right at a particular time does not mean that we waive that right permanently. Any variation to these terms must be agreed in writing or by another clear record of mutual consent.
Governing law: These service terms and conditions are governed by the laws of England and Wales. If the customer ordinarily resides in Scotland or Northern Ireland, any mandatory consumer protections or jurisdictional rules that apply to that residence will also be respected where required by law. Any dispute arising from or connected with these terms will be handled by the courts having competent jurisdiction, without prejudice to any mandatory rights to bring or defend proceedings elsewhere where the law allows.
