UK Service Terms and Conditions
These service terms and conditions set out the basis on which services are supplied to customers in the United Kingdom. They are intended to create a clear, fair and practical agreement between the service provider and the customer. By making a booking, requesting a quotation, or otherwise instructing us to carry out services, the customer agrees to be bound by these terms, subject to any written variation that has been expressly agreed in advance.
These terms apply to the supply of services only and should be read carefully before placing a booking. They cover the booking process, pricing and payments, cancellation rights, liability, waste handling obligations, and the law that applies to the agreement. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
In these UK service conditions, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person acting on behalf of the customer. A booking includes any confirmed request for services, whether made by phone, email, online form, message, or other accepted method. A quotation is an estimate based on the information provided and may be revised if the scope of work changes.
Booking process begins when you submit an enquiry or request a quotation for the relevant service. We may ask for details about the location, the nature of the work, access arrangements, timing preferences, and any special requirements. Any estimate or quotation is usually based on the information you provide, so it is important that all information is accurate, complete, and not misleading. If further inspection reveals that the job differs from the description supplied, we may adjust the quotation or decline to proceed.
A booking is only confirmed once we have accepted the request and, where applicable, received the required deposit or advance payment. Confirmation may be issued verbally or in writing. We reserve the right to refuse, reschedule, or cancel a booking for operational reasons, safety concerns, lack of access, suspected fraud, or where the requested work is outside our capacity or legal scope. Where a site visit or assessment is necessary, the service may not be booked until that assessment is completed.
It is your responsibility to ensure that all necessary permissions, consents, and site access arrangements are in place before the service date. This includes permission from landlords, managing agents, freeholders, neighbours, or any other relevant third parties where required. You must also ensure that the premises, equipment, and work area are reasonably accessible and safe. If our team is unable to complete the work because access has not been arranged, this may be treated as a late cancellation or a failed appointment.
All prices are stated in pounds sterling unless otherwise agreed. Payments must be made using the approved payment methods specified at the time of booking or invoicing. Unless stated otherwise, invoices are payable immediately on completion of the work or within the payment period shown on the invoice. Any deposit requested in advance is non-interest-bearing and will be applied against the final price for the service, unless the booking is cancelled in accordance with these terms.
Where the scope of work changes, additional charges may apply for extra labour, materials, specialist equipment, waiting time, parking, waste transfer, or delays caused by inaccurate information or restricted access. We will seek to notify you of any material price change as soon as reasonably practicable. If you do not accept the revised price, we may suspend the service, withdraw the quotation, or end the agreement without liability for any resulting loss, subject to any statutory rights you may have.
Late payment may result in the suspension of ongoing services and, where permitted by law, the addition of reasonable recovery costs or interest on overdue sums. Any discount, promotional rate, or special offer is granted at our discretion and may be withdrawn if the terms of the offer are not met. Service charges do not include any items that are not expressly listed in the quotation, and we are not required to provide additional work without further agreement.
Cancellations must be made as soon as possible and, where possible, in writing. If you cancel with sufficient notice before the scheduled service date, we may waive cancellation charges at our discretion. If you cancel after we have allocated staff, equipment, or materials, or if the cancellation occurs at short notice, you may be charged a reasonable fee to cover our losses and administrative costs. The exact amount will depend on the timing of the cancellation and the resources reserved for your booking.
If we need to cancel or reschedule, we will aim to give reasonable notice and offer an alternative date where practical. We are not liable for any indirect losses arising from a cancellation or postponement, including loss of profit, missed appointments, or inconvenience, unless the law says otherwise. Where a booking is cancelled because of circumstances beyond our control, such as severe weather, transport disruption, utility failure, or another force majeure event, neither party will be treated as having breached these terms.
You may have statutory rights in certain situations if services are booked at a distance or outside a business premises arrangement. Nothing in these service terms and conditions is intended to remove or limit any rights that cannot lawfully be excluded. However, any refund, re-performance, or compensation will be handled in line with applicable law and the specific circumstances of the booking. If a refund is due, it may be processed using the original payment method where reasonably possible.
Liability is limited to the extent permitted by law. We will carry out services with reasonable care and skill, but we do not guarantee that the service will achieve a particular commercial result unless that result has been expressly confirmed in writing. We are not responsible for loss or damage caused by inaccurate instructions, hidden defects, poor maintenance, pre-existing faults, or conditions that could not reasonably have been identified before the work started.
Nothing in these UK service terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we will not be liable for indirect or consequential losses, including loss of earnings, business interruption, loss of goodwill, or wasted management time. Where liability is established, our total responsibility will generally be limited to the amount paid or payable for the specific service giving rise to the claim.
You are responsible for ensuring that items, surfaces, systems, or areas affected by the service are suitable for the work requested. This includes removing or protecting valuables, fragile items, confidential materials, and any items that could be damaged during normal service activity. If we are asked to handle fragile, hazardous, or high-value items, you must tell us in advance so that we can decide whether the work can be completed safely and on what terms.
Waste regulations apply where the service generates, collects, handles, transports, or disposes of waste. You agree to provide accurate information about the type, quantity, and condition of any waste items or materials involved. We will handle waste in accordance with applicable UK waste duties, environmental rules, and licensing requirements. Waste must not include prohibited, dangerous, contaminated, or regulated materials unless we have expressly agreed in writing to manage them and are legally permitted to do so.
Where waste is collected as part of a service, title and responsibility for that waste may transfer only when the transfer has been agreed and all lawful conditions are satisfied. You must not place hazardous substances, medical waste, asbestos, pressurised containers, electrical items requiring special treatment, or similar restricted materials into general waste unless the law permits and we have specifically accepted them. If prohibited items are discovered, we may refuse collection, charge additional handling costs, or require you to arrange lawful removal.
We may keep records, transfer notes, consignment notes, duty of care information, or other documentation required by applicable law. You must cooperate by providing any information needed to complete those records accurately. If you leave waste in a manner that creates a health, safety, or environmental risk, we may suspend the service until the issue is resolved. Any breach of waste rules may also result in additional charges, contract termination, or notification to the relevant authorities where appropriate.
If any dispute arises, both parties should first attempt to resolve the matter in good faith and without unnecessary delay. We may ask for photographs, supporting documents, payment records, or other relevant evidence to help investigate the issue. If a complaint relates to performance, we may offer to revisit the service area, complete any reasonable remedial work, or provide another proportionate remedy where appropriate. This does not affect any legal rights that apply under consumer law or contract law.
The agreement between us is governed by the laws of England and Wales, unless another part of the United Kingdom has mandatory legal rules that apply to the service in question. Any dispute arising from or connected with these service terms and conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires a different forum. If the service is provided in Scotland or Northern Ireland, mandatory local law rights may still apply where relevant.
These terms may be updated from time to time to reflect changes in our operations, pricing structure, or legal obligations. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or is otherwise agreed in writing. By continuing to place bookings and use our services, you confirm that you understand and accept these conditions as the basis of the service relationship.
