Terms and Conditions for UK Services

These service terms and conditions set out the basis on which we provide our professional services in the UK. By making a booking, accepting a quotation, or instructing us to begin work, you agree to be bound by these terms. Please read them carefully before placing a service request. They are designed to create a clear understanding of the booking process, payment expectations, cancellation rights, liability limits, waste handling responsibilities, and the legal framework that applies to the services supplied.

In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the person, business, or organisation receiving the services. These UK service terms apply to all work we carry out unless we agree otherwise in writing. If any part of a quotation, service order, or written agreement differs from these terms, the written agreement will take priority only to the extent of that difference.

We may update these terms from time to time to reflect changes in law, business practice, or service delivery. The version that applies will normally be the version in force at the time of booking, unless a later version is accepted by both parties. Continued use of our services after any update will be taken as acceptance of the revised service conditions.

1. Booking Process

A booking may be made through our accepted ordering channels and will be subject to availability. A request for services does not, by itself, create a binding agreement until we confirm acceptance. We may decline any booking for operational reasons, safety concerns, incomplete information, or if we reasonably believe the requested work is unsuitable or outside the scope of our services.

When you make a booking, you must provide accurate and complete information, including the nature of the work, access arrangements, relevant site conditions, and any special requirements. If information changes before the scheduled date, you must notify us promptly. Any quotation, estimate, or proposed timescale is based on the details you provide and may need to be revised if those details are inaccurate or incomplete.

If a site visit, survey, or preliminary inspection is required before the service can be confirmed, the booking may remain provisional until that step is completed. We may also request photographs, measurements, or other supporting information before confirming attendance. You are responsible for ensuring that the property or site is ready for the service at the agreed time and that any necessary permissions, access arrangements, or approvals have been obtained.

Service Scope and Customer Responsibilities

We will perform the services with reasonable skill and care and in accordance with the description agreed at booking. The scope of work will be limited to the service expressly confirmed by us. Any additional work, variation, or extension requested by you on the day may be accepted at our discretion and may result in an amended price or revised timescale.

You must ensure that the working area is safe, accessible, and free from hazards that are not normally expected for the type of service booked. This includes securing animals, removing fragile items where appropriate, and informing us of any concealed risks. If we believe conditions are unsafe or materially different from those described, we may suspend or refuse to proceed until the issue is resolved.

Where our service depends on your cooperation, including providing entry, utilities, parking permissions, or site access, any delay caused by failure to do so may result in waiting charges, rebooking fees, or cancellation of the appointment. We will not be liable for loss arising from delayed or incomplete preparation by you.

2. Prices and Payments

Prices will be shown in the quotation, estimate, booking confirmation, or service schedule, and may be subject to VAT where applicable. Unless otherwise stated, prices are based on the information available at the time of quotation and may change if the scope, timing, or conditions of the work change. Additional charges may apply for urgent attendance, specialist equipment, out-of-hours service, or disposal requirements not included in the original price.

Payment terms will be specified at the point of booking or in the invoice. In many cases, full payment or a deposit may be required in advance to secure the booking. If payment is not received by the due date, we may cancel or postpone the service and charge reasonable costs incurred. You remain responsible for all amounts properly due under the booking, including any agreed extras.

We may use secure third-party payment processors. If you pay by card, bank transfer, or another electronic method, you must ensure that the payment details provided are valid and authorised. Any chargeback or payment dispute raised without reasonable grounds may be treated as a breach of these terms. We reserve the right to recover outstanding sums, collection costs, and any associated administrative expenses permitted by law.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the service type, materials reserved, and whether work has already begun. Where we have incurred costs in preparation for your booking, you may still be liable for those costs even if the service is cancelled before completion.

If you cancel at short notice, fail to provide access, or are not present where your presence is required, we may charge a cancellation fee or treat the booking as a missed appointment. In such cases, any deposit paid may be retained to cover administrative, scheduling, or preparatory costs. We will act reasonably when deciding whether to waive or reduce such charges, but we are not obliged to do so.

We may reschedule or cancel an appointment where necessary due to illness, adverse conditions, equipment failure, staff availability, legal restrictions, or other events beyond our reasonable control. If we do so, we will use reasonable efforts to offer a new time. Our responsibility will be limited to rearranging the service or refunding any payment received for work not carried out, subject to any lawful deductions already earned or properly incurred.

4. Liability and Limitations

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we will not be responsible for indirect, incidental, or consequential losses, including loss of profit, loss of business, or loss of opportunity, even if such loss was foreseeable.

Our total liability arising from any single booking or series of related bookings will be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. This limit applies whether the claim is based on contract, negligence, misrepresentation, breach of statutory duty, or otherwise.

We do not accept responsibility for pre-existing defects, hidden faults, structural issues, or damage resulting from inaccurate information provided by you. If we identify a risk or limitation during the service, we may stop work until instructions are received. Any advice given is based on the circumstances known at the time and should not be treated as a guarantee of outcome unless we expressly state otherwise in writing.

5. Waste Regulations and Environmental Compliance

Where our services involve the removal, handling, transport, or disposal of waste, both parties must comply with applicable waste regulations, environmental laws, and duty-of-care requirements in the UK. You must accurately describe the type and quantity of waste, and you must not conceal hazardous, prohibited, or regulated materials. If such materials are discovered, additional charges, delays, or refusal of service may apply.

Unless otherwise agreed, any waste removed as part of the service will be handled in accordance with lawful disposal routes and proper documentation practices. You may be required to provide confirmation that the waste belongs to you or that you are authorised to transfer it. We may refuse to collect items that we reasonably believe are unsafe, unlawfully packaged, contaminated, or not suitable for the agreed service.

Where the service includes clearance or removal work, you remain responsible for disclosing any items that require special handling, segregation, or licensed disposal. Failure to do so may result in extra charges and may also make you liable for any penalties, claims, or remedial costs arising from inaccurate declarations. We reserve the right to suspend work if compliance with environmental obligations cannot be ensured.

6. Service Delivery, Delays, and Force Majeure

We will use reasonable efforts to attend and complete the service on the agreed date or within the agreed period. However, all times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, weather, supply issues, operational disruption, or circumstances outside our control. We will not be liable for delay where we have acted reasonably and in good faith.

If a delay is caused by you, by site conditions, or by a failure to prepare the premises, we may charge waiting time or return-visit fees. If a delay is caused by events beyond our control, including severe weather, accidents, strikes, public emergencies, or government restrictions, we may suspend, amend, or cancel the service without liability other than to offer a revised appointment where practical.

For the purposes of these UK service conditions, a force majeure event means any event outside our reasonable control that prevents, delays, or materially interferes with performance. If such an event continues for a prolonged period, either party may be entitled to end the affected booking on reasonable notice, subject to payment for work already carried out and any non-recoverable costs properly incurred.

7. Complaints, Corrections, and Remedies

If you believe the service was not delivered in line with the agreed scope, you should notify us within a reasonable time and provide sufficient detail for us to investigate. We may request photographs, documents, or access to the site to assess the issue. Our aim will usually be to correct the problem, provide a repeat service, or agree another reasonable remedy where appropriate.

You must allow us a fair opportunity to inspect and, if necessary, remedy any alleged defect before arranging third-party repairs or replacements. If a claim is made without giving us that opportunity, our liability may be reduced or excluded to the extent that our position is prejudiced. Any remedial step we offer will be carried out within a reasonable time and subject to the original booking conditions unless otherwise agreed.

Nothing in this section affects your statutory rights. Where the law gives you a specific remedy that cannot be excluded, those rights remain available. However, no claim will entitle you to recover more than the loss directly caused by our breach and reasonably foreseeable at the time the contract was made.

8. Data, Confidentiality, and Information Use

Any personal data supplied in connection with a booking will be used only for service administration, communication, payment processing, record keeping, and legal compliance, in accordance with applicable data protection law. We may share limited information with payment providers, insurers, contractors, or regulators where necessary for the performance of the service or to meet legal obligations.

Each party agrees to keep confidential any non-public commercial, technical, or operational information obtained through the service relationship, unless disclosure is required by law or necessary to enforce these terms. This obligation does not apply to information already lawfully in the public domain or independently known without breach of confidentiality.

Any photographs, measurements, or notes taken by us in the course of delivering the service may be retained for internal records, quality control, training, evidence of work completed, or dispute resolution. Where appropriate, they may also be used to support invoicing, warranty assessment, or compliance checks, subject always to applicable privacy rules.

9. Governing Law and Jurisdiction

These service terms and any dispute or claim arising from them, their subject matter, or their formation shall be governed by the law of England and Wales, unless another part of the United Kingdom applies by mandatory rule in relation to the specific transaction. The parties agree that the courts having jurisdiction under that law will have exclusive authority to determine any dispute that cannot be resolved amicably.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Any failure by us to enforce a right or remedy on one occasion will not prevent us from enforcing it later. A waiver will only be effective if stated clearly in writing.

These terms, together with the booking confirmation and any agreed written variation, form the entire agreement between us in relation to the service. No statement made before the contract was formed will override these terms unless expressly incorporated in writing. By proceeding with a booking, you confirm that you have read, understood, and accepted the full set of conditions governing the provision of our UK services.