UK Service Terms and Conditions
These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking, requesting a quotation, or accepting a service proposal, you agree to be bound by the terms below. These conditions are intended to create a clear understanding between the service provider and the customer regarding the scope of work, payment obligations, scheduling, cancellations, liability, and compliance with applicable UK service terms. They apply whether services are arranged for one-off work, repeat appointments, or project-based engagements.
For the avoidance of doubt, these terms are drafted as a general legal page and do not contain location-specific detail. The wording is designed to remain suitable for services delivered across the UK, while allowing reasonable operational flexibility. Nothing in these terms affects any rights that cannot be excluded under law, including statutory consumer rights where applicable. In these service terms and conditions, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer receiving the services.
The services supplied will be described in the relevant booking confirmation, quotation, invoice, or written agreement. If there is any inconsistency between a quoted scope and later discussions, the written confirmation shall normally prevail unless otherwise agreed in writing. We reserve the right to refuse or suspend a service where the booking is incomplete, payment is not received, access is unsafe, or the requested work would breach law or regulation.
1. Booking Process
Bookings may be made through the channels made available by us from time to time. A booking will usually be treated as provisional until confirmed by us in writing or by other clear confirmation. The booking process may require you to provide accurate information about the required service, the property or site, access conditions, preferred dates, and any relevant risk factors. You must ensure that all details supplied are complete and truthful, as we rely on them when planning and pricing the service.
A booking may be subject to availability, staff capacity, weather conditions, material supply, third-party dependencies, or other operational considerations. We may provide an estimate, quotation, or indicative price before confirming the appointment. Unless expressly stated, quotations remain valid only for the period specified in the quotation or, where no period is stated, for a reasonable time. Any quote for a UK service agreement is based on the information available at the time and may change if the scope or site conditions differ materially from what was described.
It is your responsibility to review the booking confirmation carefully and notify us promptly of any errors. If the service requires preparatory action, permits, access arrangements, parking permissions, or additional information, you must provide or arrange these in good time. We are not liable for delay or additional cost caused by inaccurate information, missing access, or failure to prepare the site adequately. If a service cannot begin on the scheduled date because of your acts or omissions, we may charge a reasonable call-out, postponement, or waiting fee.
We may also require acceptance of specific job terms, scope notes, or safety requirements before the service begins. Where a deposit is requested, the booking may not be fully secured until the deposit is received. Acceptance of the booking confirmation, payment of a deposit, or permitting the service to commence may each be treated as acceptance of these terms and conditions for services. If a service is arranged on behalf of a business, you confirm that you have authority to bind that business to the booking.
2. Payments and Charges
Unless otherwise agreed, fees are payable in accordance with the invoice or payment schedule provided. Prices may be stated as fixed, estimated, or time-based, depending on the nature of the service. Where a fixed price is agreed, it covers only the scope described and may exclude items such as emergency work, repeated attendance, specialist equipment, or unforeseen materials. Where time-based charges apply, the final amount will reflect the time reasonably spent carrying out the service, including any agreed waiting time, travel time, or on-site delays attributable to circumstances beyond our control.
We may ask for a deposit or partial prepayment before work is scheduled or materials are ordered. Deposits are generally non-refundable to the extent that they cover administration, allocation of resources, or costs already incurred, unless the law requires otherwise. Invoices must be paid by the due date shown. If payment is late, we may charge interest and/or reasonable recovery costs where permitted by law. We may also suspend further work, withhold deliverables where lawful, or cancel future bookings until overdue sums are paid.
All prices, unless stated otherwise, are exclusive of VAT or other applicable taxes, which will be added where required. If the scope changes after booking, we may issue a revised quotation or invoice to reflect additional labour, materials, disposal, subcontractor charges, or compliance-related costs. You must not deduct amounts from invoices unless required by law or agreed in writing. Any dispute about an invoice should be raised promptly, but you remain responsible for paying any undisputed portion by the due date.
3. Cancellations, Rescheduling, and No-Shows
You may request a cancellation or rescheduling by giving notice as soon as reasonably possible. The amount charged for cancellation will depend on how much notice is given, the nature of the service, whether materials have been purchased, whether staff have been allocated, and whether third-party costs have already been committed. Reasonable cancellation charges may include administration fees, lost booking time, and non-recoverable expenses. Where a booking is cancelled at short notice, a larger proportion of the fee may become payable.
If you need to reschedule, we will try to offer an alternative date, but availability cannot be guaranteed. A rescheduled appointment may still be treated as a fresh booking for operational purposes. If you fail to attend, do not provide access, or are otherwise unavailable at the agreed time, this may be treated as a no-show. In such cases, we may charge the full or partial fee depending on whether the service could reasonably have been performed, together with any direct costs already incurred.
We may cancel or postpone a service where necessary for safety, legal compliance, weather conditions, staffing issues, equipment failure, or events outside our reasonable control. In those circumstances, we will aim to provide notice and offer a new appointment where practical. Our liability for cancellation will be limited to refunding any prepaid sums for work not performed, except where additional compensation is required by law. We are not responsible for indirect losses arising from a cancellation or rescheduled appointment.
4. Service Standards and Customer Obligations
We will use reasonable skill and care in providing the service and will perform it in accordance with the agreed specification, current industry practice, and applicable law. The service may involve recommendations, observations, or advice based on information available at the time. Unless expressly stated, any timescale is an estimate only and may vary due to site conditions, access, supply issues, or other practical constraints. The exact manner in which the work is carried out may be adjusted if necessary to protect safety or quality.
You agree to provide a safe working environment, reasonable access, and any required utilities, authorisations, or permits. You must ensure that the site is suitable for the service to be carried out and that children, pets, valuables, and vulnerable items are protected where appropriate. You are responsible for removing or securing items that may be damaged, obstruct the work, or create hazards. If we discover conditions that materially differ from those disclosed, we may revise the service, the price, or the schedule, or we may suspend the work until the issue is resolved.
Waste Regulations and Disposal
Where the service generates waste, debris, packaging, scrap, or other refuse, handling and disposal will be managed in accordance with applicable waste regulations and environmental requirements. The customer must provide accurate information about hazardous substances, contaminated materials, or items requiring special treatment. We may refuse to handle waste that is unsafe, unlawful, or outside the scope of the booked service. Any waste removed by us will only be removed where lawful, and charges for collection, transport, disposal, or recycling may apply.
You must not place prohibited, hazardous, or regulated waste into ordinary bins, skips, or collection arrangements unless this is expressly permitted by law and by the relevant service arrangement. If we are instructed to remove waste from your premises, you confirm that you have the right to authorise such removal and that the waste is not subject to restrictions that would make transport or disposal unlawful. If the waste description provided by you is inaccurate, you may be responsible for any resulting fines, clean-up costs, enforcement action, or third-party claims.
5. Liability, Warranties, and Limitations
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our liability for losses arising from the service will be limited to losses that are reasonably foreseeable and directly caused by our breach or negligence. We shall not be liable for indirect, special, incidental, or consequential losses, including loss of profit, loss of business, loss of data, or business interruption, except where such limitation is prohibited by law.
Where we supply materials or products, any manufacturer warranties will apply in addition to your legal rights. We do not guarantee that any recommendation will produce a particular outcome unless expressly stated. Our responsibility is to exercise reasonable skill and care, not to provide an absolute result unless a specific outcome is clearly written into the agreement. You acknowledge that some services may depend on underlying conditions, hidden defects, third-party work, or environmental factors beyond our control.
Any claim relating to the service should be notified as soon as reasonably possible after the issue becomes apparent. You must allow us a reasonable opportunity to inspect, investigate, or remedy the problem where appropriate. If a defect is caused by your instructions, misuse, interference by third parties, or failure to maintain the work, we will not be responsible. Where a remedy is available, our obligation may be limited to re-performing the relevant part of the service, issuing a refund, or making a reasonable adjustment, depending on the circumstances and legal requirements.
6. Governing Law and General Provisions
These UK service terms and conditions are governed by the laws of England and Wales, unless mandatory law requires a different jurisdiction. The courts of the relevant part of the United Kingdom shall have exclusive or non-exclusive jurisdiction as required by applicable law. If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.
We may update these terms from time to time to reflect changes in law, operational practice, or service structure. Any updated version will apply to bookings made after the date of publication or notice, unless stated otherwise. Your continued use of the service after a change takes effect may be treated as acceptance of the updated wording. A failure by us to enforce any term immediately does not waive our right to enforce it later.
These terms, together with the booking confirmation, quotation, invoice, and any written service schedule, form the entire agreement between the parties regarding the service, unless expressly varied in writing. No person other than the parties to the agreement shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement unless specifically stated otherwise. If you have questions about the interpretation of these service terms and conditions, the written version will take priority over any informal discussion.
