Service Terms and Conditions

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 us to begin work, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to explain the booking process, payment expectations, cancellation rights, liability limits, waste handling responsibilities, and the governing law that applies to the service relationship. These terms apply to all customers unless we agree a different arrangement in writing.

1. Scope of the Service

We provide services as described in the relevant quotation, booking confirmation, or service schedule. The exact scope will depend on the type of work requested, the site conditions, the materials involved, and any specific instructions you give before the service begins. Any work outside the agreed scope is not included unless we expressly accept it in writing. If circumstances at the time of attendance require changes, we may revise the price, timing, or method of delivery. Our service agreement is limited to the items and tasks clearly stated at the point of booking.

1.1 Accuracy of Information

You must provide accurate, complete, and up-to-date information when requesting the service. This includes the address, access details, requested service type, property conditions, known risks, and any information that could affect the work. If you give incomplete or incorrect information, we may need to adjust the quotation, delay the work, or cancel the booking. We will not be responsible for delays or extra charges that arise because the information supplied was misleading or insufficient.

2. Booking Process

Bookings may be made through the channels we make available from time to time. A booking request does not create a binding contract until we confirm acceptance, either by written confirmation, invoice, schedule notice, or another clear form of agreement. We reserve the right to decline a booking where the requested work falls outside our capabilities, where safety concerns exist, or where the service cannot reasonably be delivered on the proposed date. The booking process may also require deposit payment, supporting details, or agreement to site-specific terms before the appointment is secured.

2.1 Confirmation and Scheduling

Once we accept a booking, we will aim to carry out the service on the agreed date or within the agreed period. Time slots are provided as estimates unless we expressly state otherwise. Traffic, weather, access issues, equipment delays, supplier interruptions, and force majeure events may affect attendance times. We will try to notify you of material changes as soon as reasonably possible. If a rescheduled date is offered, the original booking remains subject to these terms unless we agree a fresh arrangement.

2.2 Customer Responsibilities Before Attendance

It is your responsibility to ensure that the site is safe, accessible, and ready for the service to begin. This may include clearing access routes, securing pets, obtaining permissions, arranging parking where necessary, and making sure any required utilities are available. If we are unable to start work due to conditions beyond our control, this may be treated as a late cancellation or wasted attendance, and a fee may apply. You must also ensure that any occupants or third parties are aware of the intended service date and any requirements connected to it.

3. Payments and Charges

All prices will be set out in the quotation, booking confirmation, or invoice. Unless stated otherwise, prices are shown exclusive of VAT where VAT applies. Additional charges may arise if the work changes due to hidden conditions, extra labour, additional materials, extended attendance, urgent scheduling, or disposal requirements not included in the original quotation. Where a revised cost becomes necessary, we will explain the reason before proceeding where reasonably practicable. By continuing with the service, you agree to pay the final amount properly due under the updated arrangement.

3.1 Deposits, Advance Payments, and Final Settlement

We may require a deposit or full advance payment to secure a booking. Any deposit may be non-refundable to the extent set out in the quotation or booking confirmation, particularly where we incur planning, allocation, or preparation costs. The balance must be paid by the due date stated on the invoice or upon completion of the service, depending on the agreed payment terms. If payment is not made on time, we may charge interest and reasonable recovery costs in accordance with applicable law. We may also suspend further work until outstanding sums are settled.

3.2 Price Adjustments and Variations

If the service changes after booking because you request extra work or because the site conditions differ materially from what was described, we may issue a revised quotation or charge on a time-and-materials basis. We will use reasonable skill and care in calculating any additional amount. If you decline to accept the revised price, we may stop work and charge for the part already completed, together with any non-recoverable costs we have reasonably incurred. Payment terms continue to apply to all amounts due under the revised scope.

4. Cancellations and Postponements

You may cancel or postpone a booking by giving notice in writing or using the method we specify at the time of booking. Cancellation rights may depend on how close the notice is to the scheduled service date and whether we have already committed labour, equipment, or materials to your booking. Where a cancellation occurs after preparation has begun, we may charge a reasonable fee to cover our losses. This may include administrative time, reserved capacity, travel, or special-order items.

4.1 Our Right to Cancel or Refuse Service

We may cancel, suspend, or refuse to continue a service where we reasonably believe that carrying out the work would be unsafe, unlawful, impractical, or likely to cause damage. This may include situations involving hazardous access, abusive behaviour, non-payment, inaccurate instructions, hidden structural issues, or conditions that create a risk to people or property. If we cancel for reasons within our control, we will usually offer a new date or refund any prepaid amount for the unperformed part of the service, subject to deductions permitted by law or set out in the booking terms.

4.2 No-Show and Wasted Attendance

If we attend the site and cannot carry out the agreed work because you are not present, access is unavailable, or the property is not ready, we may treat this as a missed appointment. In that event, we may charge a call-out fee, wasted attendance fee, or a proportion of the agreed price. The same may apply where the service cannot proceed because the information you supplied was incorrect or because necessary approvals were not obtained. These charges reflect the time and resources set aside for your booking and do not affect any other rights we may have.

5. Liability and Service Standards

We will provide our services with reasonable care and skill and in line with the description agreed at booking. If we fail to do so, your legal remedies will depend on the nature of the failure and the loss suffered. Nothing in these terms limits or excludes 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, our liability is limited as set out below and in accordance with applicable UK law.

5.1 Excluded Losses

To the fullest extent permitted by law, we will not be responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any loss that was not reasonably foreseeable at the time the contract was formed. We also will not be liable for damage caused by pre-existing defects, hidden faults, defective installations, ordinary wear and tear, or circumstances outside our reasonable control. You should ensure that valuable, fragile, or sentimental items are removed or protected before the service begins if they may be affected by the work.

5.2 Limitation of Financial Liability

Where liability cannot be excluded, our total liability arising out of or in connection with the service, whether in contract, tort, breach of statutory duty, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. This limitation is intended to reflect the commercial nature of the arrangement and the pricing of the service. Nothing in these terms and conditions affects your statutory rights as a consumer where those rights apply.

6. Waste Regulations and Disposal

Where the service generates waste, debris, removed materials, packaging, or other residual items, responsibility for lawful handling will depend on the agreed arrangement and the nature of the materials involved. You must tell us in advance if the waste contains hazardous, regulated, contaminated, or restricted items. We will comply with applicable waste regulations and environmental obligations, and we expect you to do the same. Waste must not include prohibited items unless we have expressly agreed to manage them lawfully and safely.

6.1 Customer Duties Regarding Waste

You are responsible for ensuring that any items you ask us to remove are legally permitted to be handled under the service arrangement. If special disposal, sorting, licensing, or documentation is required, you must disclose this before the booking is confirmed. We may refuse to handle materials that present an environmental, health, or legal risk. If you misdescribe the waste or omit important details, you may be liable for additional costs, penalties, delays, or claims that arise from the incorrect information.

6.2 Transfer, Segregation, and Compliance

Where we take responsibility for waste removal, we will handle, transport, store, and dispose of it in line with applicable legal duties and any agreed operational procedure. We may segregate materials to meet recycling or disposal requirements. Title to waste may pass at the point specified in the service description or when the waste is loaded for collection, depending on the nature of the arrangement and the applicable legal framework. We may keep records where needed to demonstrate compliance with environmental obligations.

7. Complaints, Delays, and Force Majeure

We aim to deliver a reliable service contract, but delays or interruptions may occur due to events beyond our reasonable control. These can include severe weather, transport disruption, supply shortages, industrial action, fire, flood, government action, power failures, or other unforeseen events. In such cases, we may postpone the appointment, adjust the service method, or suspend performance until it becomes reasonably possible to continue. We will take reasonable steps to minimise disruption and reschedule where appropriate.

7.1 Complaint Handling

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible and provide enough detail for us to investigate. We may ask for photographs, records, or access to the relevant site or item. If a problem is confirmed and is within our responsibility, we may offer a remedial visit, partial refund, price reduction, or other reasonable remedy. Any remedy will be assessed in light of the agreed scope, the nature of the issue, and the rights available under law. A complaint does not remove your duty to pay sums that are properly due and undisputed.

7.2 Records and Evidence

We may keep records relating to quotations, confirmations, attendance, photographs, notes, invoices, and communications for operational, legal, and quality-control purposes. These records may be used to verify the service provided, the condition of the site, and the basis of any dispute. You should keep your own records as well, particularly where the service concerns valuable items, property access, or regulated waste. Clear documentation helps both parties resolve issues efficiently.

8. Governing Law and General Provisions

These terms are governed by the law of England and Wales, unless mandatory consumer protection rules require otherwise. Any dispute arising out of or in connection with the service, including its formation, interpretation, performance, or termination, will be subject to the jurisdiction of the courts of England and Wales, except where another forum is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

8.1 Entire Agreement

These terms, together with the quotation, invoice, and booking confirmation, form the entire agreement between us in relation to the service. You should not rely on any statement, promise, or representation that is not written in those documents unless we confirm it separately in writing. If we choose not to enforce any right at a particular time, that does not mean we waive that right permanently. Any variation to these terms must be agreed in writing.

8.2 Final Acceptance

By confirming a booking or allowing the service to proceed, you acknowledge that you have read, understood, and agreed to these terms. They are intended to create a clear and fair framework for the delivery of our services, while protecting both parties against misunderstanding. If you do not agree with any part of the terms, you should not proceed with the booking or should request clarification before work begins.