Service Terms and Conditions
These Terms and Conditions set out the basis on which our UK service is provided. By making a booking, accepting a quotation, or instructing us to carry out work, you agree to be bound by these service terms and conditions. Please read them carefully before placing a booking request. They are designed to give both parties a clear understanding of the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and the law that applies to the agreement.
In these service terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the individual, business, or organisation requesting the service. Nothing in these terms affects your statutory rights as a consumer where those rights apply. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full force.
These terms apply to the provision of our services in the United Kingdom and should be understood as a general legal page for service use. They are intended to cover the main commercial and operational points that commonly arise when a customer books a service, including the booking confirmation process, payment timing, cancellations, access to premises, and responsibilities relating to materials, property, and waste. By proceeding with a booking, you confirm that you have authority to accept these service conditions on behalf of yourself or the relevant organisation.
Booking Process
All bookings are subject to availability and acceptance by us. A booking request may be made by any reasonable means we offer, including online, by email, or by telephone where applicable. A request does not create a binding agreement until we have confirmed the booking in writing, provided an appointment date, or otherwise accepted the order. We reserve the right to decline a booking where we are unable to meet the requested timescale, where the work falls outside our service scope, or where the information supplied is incomplete or inaccurate.
When you submit a booking, you agree to provide accurate and complete information about the service required, the property or site location, access arrangements, any safety risks, and any special requirements that may affect the service. 
If the details you provide are materially incorrect, we may need to revise the quotation, change the appointment, or cancel the booking. Any estimate given before inspection is based on the information you supply and may be adjusted if the actual work differs from what was described.
Confirmed appointments may be subject to our standard operating conditions, including team availability, weather, traffic, equipment readiness, and any legal or safety restrictions. We may require you to confirm acceptance of these service terms before the booking is finalised. If a deposit or pre-authorisation is required, your booking may not be secured until that payment has been received and cleared. Unless we state otherwise in writing, all dates and time slots are estimates and should not be treated as guaranteed unless expressly agreed as fixed.
Prices and Payments
Prices for our service will be set out in the quotation, order confirmation, invoice, or pricing schedule applicable to your booking. Unless otherwise stated, quoted prices are exclusive of VAT and any other taxes or charges that may apply. We may revise a quotation if the scope of work changes, if access conditions differ from those disclosed, if additional labour or materials are required, or if your instructions change after the booking has been accepted. Any revised price will be communicated to you before the additional work is carried out wherever reasonably possible.
Payment terms
Payment is due in accordance with the terms stated on the invoice or order confirmation. Where no specific term is stated, payment must be made immediately upon completion of the service or upon receipt of the invoice, whichever we specify. We may request full payment in advance, a deposit, staged payments, or payment on completion, depending on the nature of the service and the level of risk involved. If you fail to pay on time, we may charge interest and reasonable recovery costs to the extent permitted by law.
We reserve the right to suspend further work, withhold delivery of completed items, or postpone attendance for future appointments where outstanding sums remain unpaid. Any discount, promotional rate, or special offer is offered at our discretion and may be withdrawn or amended at any time before acceptance of the booking. Payment must be made in cleared funds. We do not accept responsibility for delays caused by card issuers, banks, or payment platforms that are outside our control.
Where a service requires a quote based on inspection, the final invoice may differ from the initial estimate if additional work becomes necessary. This may include, for example, extra labour, replacement materials, disposal costs, or charges arising from conditions not apparent at the time of quoting. The customer remains responsible for reviewing the final invoice and raising any genuine dispute promptly and in good faith. Undisputed amounts must still be paid by the due date.
Cancellations and Rescheduling
You may cancel or reschedule a booking by giving notice within a reasonable time before the planned service date. If you cancel after the booking has been confirmed, we may retain all or part of any deposit to reflect administration time, reserved capacity, and any costs already incurred. Where a cancellation is made very late, including on the day of attendance, we may charge a cancellation fee, especially if our staff or subcontractors have already been dispatched or materials have been ordered specifically for your booking.
We may cancel or reschedule a booking if circumstances beyond our control make performance impracticable or unsafe. Such circumstances may include severe weather, staff illness, vehicle breakdown, supply disruption, site access problems, legal restrictions, or events that amount to force majeure. If we cancel, we will use reasonable efforts to rearrange the appointment or refund any sums paid for work not performed, subject to any legitimate deductions for work already completed or costs properly incurred.
If you are not present at the agreed time and access cannot be obtained, we may treat the booking as cancelled by you and charge the applicable fee. You are responsible for ensuring that the site is ready for service, that any necessary permissions have been obtained, and that any pets, children, or hazards that could interfere with safe performance have been managed appropriately. Failure to prepare the site may result in delay, additional charges, or cancellation.
Liability and Service Standards
We will provide our service using reasonable care and skill and in accordance with applicable UK law. However, our liability is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. We are not liable for indirect, consequential, or purely economic losses, including loss of profit, loss of business, or loss of opportunity, except where such exclusion is not permitted by law. Nothing in these service 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.
Where we are required to enter your premises or work in areas controlled by you, you are responsible for ensuring the premises are safe, accessible, and suitable for the service. You must tell us about any hidden risks, asbestos, structural defects, electrical hazards, contaminated materials, or other conditions that may affect performance. If we identify a risk that reasonably makes the service unsafe, we may pause, modify, or stop the work. Any resulting delay or extra cost may be charged to you if the risk was not disclosed in advance.
Our liability for loss of or damage to property is limited to the amount reasonably foreseeable and directly caused by our negligence or breach, and in many cases will be capped at the value of the service provided, unless another cap is expressly stated in writing or required by law. We are not responsible for pre-existing damage, fair wear and tear, or defects that were already present. You should notify us of any concerns as soon as possible after completion so that we may assess the matter promptly and fairly.
Any advice, recommendation, or information provided in connection with the service is given in good faith but should not be treated as a warranty unless expressly confirmed in writing. If you choose to act on general guidance that is not part of the contractual service, you do so at your own risk. We may use subcontractors or suitably qualified third parties to perform some or all of the work, but we remain responsible for the standard of service they provide within the scope of our agreement, subject to these terms.
Waste Regulations and Disposal
Where our service involves removal, collection, handling, or disposal of waste, both parties must comply with applicable waste regulations. You must ensure that the waste we collect has been accurately described and that you have disclosed any hazardous, restricted, or controlled materials. We may refuse to handle waste that is unsafe, incorrectly described, improperly packaged, or outside the scope of the service. If specialist handling, segregation, or licensed disposal is required, additional charges may apply.
Unless otherwise agreed in writing, any waste we remove as part of the service will become waste for disposal at the point of collection, subject to any legal restrictions. We will use lawful disposal routes and may record, transfer, or process waste in accordance with applicable requirements. You agree not to include items that are prohibited by law or that require special permits unless we have expressly agreed to deal with them. Where a waste transfer note, record, or other documentation is needed, you agree to provide accurate details and cooperate with any reasonable compliance requirements.
You remain responsible for ensuring that any waste presented for collection complies with the law and for disclosing whether it contains batteries, chemicals, electrical components, sharps, medical materials, or other regulated items. If non-compliant waste is discovered after collection, you may be liable for any additional handling, storage, testing, or disposal costs, as well as any loss or penalty arising from inaccurate information supplied by you. We may suspend services immediately if we reasonably believe a legal breach has occurred or may occur.
Customer Responsibilities
You must provide timely access to the site and ensure that all necessary consents, permissions, and approvals are in place before the service date. If a permit, landlord approval, building access code, or other authorisation is needed, it is your responsibility to obtain it unless we expressly agree otherwise. You must ensure that any information, measurements, descriptions, or instructions provided to us are accurate and complete. We may rely on the information you supply without independently verifying it.
You also agree to co-operate reasonably during the service, to respond promptly to questions, and to make informed decisions where your approval is needed. If you ask us to proceed in circumstances where there is a known risk or uncertainty, you accept responsibility for the consequences of that instruction unless we have acted negligently or outside the agreed scope. We may refuse instructions that would require unlawful conduct, unsafe practice, or breach of professional standards.
Data, Communications and Records
For the purposes of managing your booking and performing the service, we may need to process certain personal or business information. We will use such information only for legitimate operational, contractual, compliance, and administrative purposes. Communications relating to quotes, confirmations, invoices, changes, cancellations, and compliance matters may be made electronically. You agree that electronic records may be used as evidence of the booking, the service scope, and any changes agreed between the parties.
We may retain records for a reasonable period where needed for accounting, compliance, warranty handling, dispute resolution, or legal defence. Any personal data will be handled in accordance with applicable data protection law and our privacy practices, where relevant. If you provide information about third parties, you must ensure that you have the authority or lawful basis to do so.
Termination and Variation
We may update or vary these service terms from time to time. The version in force at the time of booking will generally apply to that booking unless a change is required by law or agreed in writing. Any variation requested by you must be confirmed by us before it becomes binding. If you do not agree to a change that materially affects the service, your sole remedy may be to cancel the booking before performance begins, subject to any applicable cancellation charges.
We may terminate the service agreement immediately if you materially breach these terms, including by failing to pay, providing false information, refusing reasonable access, or requiring us to act unlawfully or unsafely. On termination, you must pay for work already completed and any reasonable costs incurred up to the date of termination. Any rights or obligations that are intended to continue after completion or termination will remain in effect, including payment obligations, liability limits, and waste compliance duties.
Governing Law and Jurisdiction
These service terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the law of England and Wales, unless we expressly state otherwise in writing. If the service is supplied in another part of the UK and a different legal regime is required by mandatory law, that law will apply only to the extent necessary.
Subject to any mandatory consumer rights or statutory protections, the courts of England and Wales shall have exclusive jurisdiction to resolve disputes arising from these service conditions. If any disagreement arises, both parties should first attempt to resolve it in good faith and by reasonable communication before starting formal proceedings. This does not prevent either party from seeking urgent injunctive relief or taking action where immediate protection of rights is needed.
Acceptance of these service terms and conditions confirms that you understand the booking rules, payment obligations, cancellation provisions, liability limits, waste regulations, and governing law set out above. If you do not agree with any part of these terms, you should not proceed with the booking. Continuing with the service, or requesting that we begin work, will be treated as your full acceptance of these terms in their current form.
