Terms and Conditions for UK Service Provision
These service terms and conditions set out the basis on which we provide our services to customers in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. They are intended to provide a clear, fair, and practical framework covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to our agreement.
For the avoidance of doubt, these terms apply to the supply of services only and are designed to support lawful, transparent, and professional working practices. They should be read carefully before any service is arranged. If any part of these terms of service is unclear, the customer should raise the matter before a booking is confirmed. Nothing in these terms affects your statutory rights where they apply.
In these service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer receiving the services. Where services are booked on behalf of another person or organisation, the person making the booking confirms that they have authority to do so and to accept these terms on that party’s behalf.
1. Booking Process
A booking may be made by any agreed method available at the time, and a booking is only considered accepted once we confirm it. Until confirmation is issued, no obligation arises on either party. We may request additional information before accepting a booking, including details needed to assess the nature of the work, access requirements, timing, and any special conditions that may affect delivery.
When you request a service, you must provide accurate and complete information. This includes any relevant site conditions, item descriptions, dimensions, safety concerns, restrictions, or other matters that could affect performance. If incorrect or incomplete information is supplied, we may need to revise the quote, adjust the schedule, or decline the booking. Any change caused by inaccurate information may result in additional charges.
We reserve the right to refuse or cancel a booking where the requested work falls outside our service scope, where adequate access is not available, where conditions are unsafe, or where legal, regulatory, or operational requirements cannot be met. Reasonable efforts will be made to notify you promptly if a booking cannot be accepted or must be amended. Where possible, we may offer an alternative arrangement.
2. Service Scope and Customer Responsibilities
Our services will be delivered in accordance with the description provided at the point of booking or as otherwise agreed in writing. Any change to the requested service must be agreed before work is carried out. We are not obliged to undertake additional tasks that were not included in the original agreement, although we may choose to do so where capacity and operational conditions allow.
You are responsible for ensuring that the site, property, equipment, or premises are ready for the service to begin at the agreed time. This includes arranging access, securing permissions where necessary, and ensuring that any required safety precautions are in place. If the service cannot proceed because access is denied or conditions are unsuitable, we may charge a waiting fee, a cancellation fee, or the full service charge depending on the circumstances.
Where your cooperation is required, you must respond promptly and provide the necessary instructions, approvals, or information. Delays caused by missing information, absent persons, blocked access, or unsafe conditions may affect completion times. We will not be responsible for delay where it results from matters outside our reasonable control or from your failure to meet your responsibilities under these service terms and conditions.
3. Payments and Charges
All prices are stated in pounds sterling unless expressly agreed otherwise. Quotes, estimates, and price indications are based on the information available at the time and may be subject to change if the scope of work changes, if site conditions differ from those described, or if additional materials, labour, or time are required. Any revised charge will be communicated as soon as reasonably practicable.
Unless otherwise agreed, payment is due in full on completion of the service or in advance where a deposit, partial payment, or upfront fee is required. We may ask for payment before the service begins for bookings involving special materials, reserved time slots, or higher-risk work. Failure to make payment when due may result in suspension of services, withdrawal of any scheduled booking, or recovery action to collect the outstanding amount.
We may apply late payment charges and interest where a sum remains unpaid beyond the agreed date, to the extent permitted by law. Any administrative or recovery costs reasonably incurred in seeking overdue payment may also be added to the outstanding balance. If a payment method is declined, reversed, or otherwise fails, you must provide an alternative payment method immediately.
Discounts, promotional pricing, or special offers are offered at our discretion and may be withdrawn at any time unless already confirmed in writing. Unless stated otherwise, all quoted charges are exclusive of taxes, fees, or third-party costs that may be applicable. You remain responsible for any such amounts where they arise in connection with the service.
4. Cancellations, Rescheduling, and No-Show Charges
You may cancel or reschedule a booking by giving notice within a reasonable time before the service date. The amount of notice required may vary depending on the service, preparation involved, and whether materials or labour have already been allocated. Where sufficient notice is not given, we may apply a cancellation fee or retain any deposit paid to cover wasted time and resources.
If you request a rescheduled date, we will use reasonable efforts to accommodate your preferred alternative, but we cannot guarantee availability. A booking may be treated as cancelled where you fail to provide access, fail to attend, or otherwise make it impossible for the service to proceed. In those circumstances, the full or partial service charge may still be payable.
We may cancel or postpone a booking where unavoidable circumstances arise, including staff illness, equipment failure, severe weather, supplier issues, safety concerns, legal restrictions, or events beyond our reasonable control. If we cancel for reasons within our control, we will arrange a refund of any advance payment for the affected part of the service. If the cancellation arises from external events, we may offer an alternative date instead.
5. Liability and Limitations
We will perform the services with reasonable care and skill. However, except where prohibited by law, our liability is limited to direct loss or damage that is reasonably foreseeable and caused by our proven breach of these terms. We do not accept responsibility for indirect, incidental, special, or consequential losses, including loss of profit, loss of opportunity, or business interruption.
Nothing in these 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 responsible for damage to property or loss caused by our negligence, our liability will be limited to the cost of repair, replacement, or a refund of the relevant service charge, whichever is appropriate in the circumstances.
You must take reasonable steps to prevent or minimise loss. We will not be liable for problems caused by your misuse of the service, failure to follow instructions, failure to disclose relevant information, or interference by third parties. To the extent permitted by law, all implied terms that are not expressly stated in these service terms are excluded.
Any claim arising from the service should be raised as soon as reasonably possible after the issue is identified. Failure to report a problem promptly may make it more difficult for us to investigate the matter fairly. Our aim is always to resolve concerns in a practical and proportionate way, consistent with these service terms and conditions and applicable UK law.
6. Waste Regulations and Environmental Compliance
Where our services involve the removal, handling, transfer, or disposal of waste, all parties must comply with applicable UK waste regulations. Waste must be described accurately and placed in the correct category. You must not ask us to handle prohibited, hazardous, or unlawful materials unless we have expressly agreed in writing and have the appropriate authorisation to do so.
You are responsible for notifying us in advance of any waste that may require special handling, separation, containment, or documentation. This includes items that may be contaminated, sharp, bulky, electrical, chemical, or otherwise regulated. If the waste presented differs from what was described, we may refuse collection, revise the charge, or require alternative arrangements.
We will dispose of waste only through lawful and responsible channels and may keep records where required by law. You must not place in our care any materials that would breach applicable environmental, transport, or disposal rules. If any illegal or restricted waste is discovered during the service, we may suspend work immediately and notify the relevant party or authority where necessary.
Where transfer notes, duty-of-care records, or similar documents are needed, you agree to provide the information reasonably required to complete them. You also agree to retain any records for as long as required by law. We reserve the right to charge additional fees for sorting, segregation, contamination handling, or any waste management task that falls outside the original scope.
7. Quality, Delays, and Force Majeure
We will use reasonable endeavours to complete the service within the agreed timescale, but time is not of the essence unless we expressly state otherwise. Estimates of duration are given in good faith and may change if the work is more complex than expected, if access is delayed, or if matters outside our control arise during delivery.
If a delay occurs, we will inform you where reasonably possible and provide a revised timeframe. We shall not be liable for delay caused by events beyond our reasonable control, including but not limited to extreme weather, transport disruption, shortages of materials, industrial action, power failures, or restrictions imposed by law or public authorities. Such events may constitute a force majeure situation.
Where a force majeure event prevents or materially delays performance, our obligations may be suspended for the duration of the event. If the event continues for a prolonged period, either party may be entitled to terminate the affected booking by giving reasonable notice. Any sums already paid for services not provided will be handled fairly, subject to lawful deductions for work already carried out.
8. Governing Law and General Provisions
These service terms and conditions are governed by the laws of England and Wales, unless another UK jurisdiction is expressly stated in the booking confirmation. The courts having jurisdiction in the relevant part of the United Kingdom will have exclusive authority over any dispute arising from or connected with these terms, subject to any mandatory consumer rights or legal protections.
If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. A failure or delay by either party in exercising a right under these terms does not waive that right. Any variation to these terms must be agreed in writing by an authorised representative of the service provider.
These terms, together with any written booking confirmation or agreed variation, form the entire agreement between the parties concerning the service. No oral statement, previous discussion, or informal message will override the written terms unless expressly incorporated. By proceeding with a booking, you confirm that you have read, understood, and agreed to these service terms and the obligations they create.
