Service Terms and Conditions

These service terms and conditions set out the basis on which our UK services are offered, booked, delivered and paid for. By making a booking or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before placing any order, as they define your rights and responsibilities and explain how we manage service requests, cancellations, liability, waste handling and applicable law. These terms apply to all standard service arrangements unless we agree otherwise in writing.

For the purposes of this document, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or any person acting on the customer’s behalf. Our service agreement may cover a single visit, a scheduled programme of work, or a combination of labour, materials and related activities. Any variation to these service terms and conditions is valid only if confirmed in writing.

These terms are intended to be clear and fair, but they do not replace your statutory rights. Nothing in this document limits any mandatory consumer rights that may apply under UK law. Where a specific written quote, estimate or order confirmation conflicts with these terms, the written quote or order confirmation will prevail to the extent of that conflict.

To arrange a service, you must provide accurate and complete information at the time of enquiry or booking. This may include the type of work required, access arrangements, site conditions, and any issues that could affect the delivery of the service. We may rely on the information you provide when preparing a quote, setting a schedule, or allocating resources. If the information is incomplete or incorrect, we may revise the price, delay the visit, or decline the booking.

A booking is not confirmed until we have accepted it, which may occur by written confirmation, electronic confirmation, or any other method we choose. We reserve the right to refuse a booking where we cannot safely or reasonably provide the service. You are responsible for ensuring that the person making the booking has authority to do so. If you are booking on behalf of a business, landlord, tenant, or third party, you confirm that you have permission to agree to these service terms and conditions.

We may request photographs, measurements, access details, or other supporting information before confirming a service. If the work requires specialist equipment, multiple staff, permits, or timed access, the booking may be subject to extra conditions. Any times given are estimates unless we expressly state otherwise. We will use reasonable efforts to meet scheduled times, but arrival windows may be affected by operational requirements, traffic, weather, safety issues, or events outside our control.

Prices are normally stated in pounds sterling and may be quoted as fixed fees, hourly rates, minimum charges, call-out fees, or combinations of these. Where a quote is based on visible or described conditions only, it may be adjusted if the actual work differs from what was originally represented. Unless expressly stated, quotations remain valid for a limited period and may be withdrawn or amended before acceptance. A quote does not create an obligation to proceed until the booking is confirmed.

Payments must be made in accordance with the method and timing stated on the quote, invoice, or order confirmation. We may require a deposit, part payment in advance, or full payment before work starts, especially for custom, urgent, or high-value services. Unless otherwise agreed, payment becomes due immediately on completion of the service or on the invoice date. We may charge interest or reasonable recovery costs on overdue sums in accordance with applicable law. Any fees listed are exclusive of VAT unless stated otherwise.

All materials supplied by us remain our property until paid for in full, where retention of title is permitted by law. If payment is made by card, bank transfer, cash, or any other accepted method, you must ensure that the payment is authorised and successful. If a payment is reversed, declined, or charged back without valid reason, we may suspend services and recover our reasonable losses. We may also withhold completion documents, reports, or handover items until all sums due have been settled.

You may cancel a booking by giving us notice within the timeframe set out in your confirmation or, if none is specified, within a reasonable period before the scheduled start time. Cancellations made close to the appointment may incur a fee to cover administration, reserved labour, materials ordered, or travel already committed. If you cancel after we have begun the service, you may be liable for the work completed up to the point of cancellation together with any non-recoverable costs.

If you change the date, location, scope, or access arrangements, we may treat the request as a cancellation and rebooking. We are entitled to reschedule where necessary, including where staff, equipment, weather, safety, or site conditions prevent safe delivery. If we must cancel or postpone, we will use reasonable efforts to offer an alternative appointment. We will not be responsible for indirect losses caused by a reschedule unless required by law.

Where you have a statutory right to cancel a distance or off-premises contract, that right will apply only where the law says it does. If you ask us to begin work during a cancellation period, you acknowledge that you may owe an amount for the service provided up to the time of cancellation. Any refund, where due, will be processed using the original payment method unless we agree otherwise.

We will carry out services with reasonable skill and care, using suitably trained personnel and appropriate methods. However, outcomes may depend on the condition of the site, the quality of materials, the accuracy of information provided, and cooperation from you or other occupants. You must ensure that the premises, access routes, and working area are safe and suitable for the intended service. We may stop work if we consider that the environment is unsafe or if continuing would breach health and safety requirements.

You are responsible for securing pets, moving fragile items where necessary, and protecting valuables unless we expressly agree to handle them. You must notify us in advance of hidden risks, including structural issues, contamination, pests, asbestos, utilities, or hazardous substances. If additional precautions are needed because of conditions you did not disclose, we may charge extra, delay the service, or terminate the work. We are not responsible for pre-existing defects, wear and tear, or latent faults outside our control.

If the service includes installation, repair, cleaning, maintenance, collection, or removal, you agree to provide cooperation, authorisations, and access required to complete the work. Any delay caused by your failure to prepare the site, provide information, or allow access may result in extra charges. Where third-party involvement is needed, you remain responsible for arranging it unless we specifically accept that responsibility in writing.

Our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of these terms or by our negligence, subject always to any limits that cannot lawfully be excluded. Nothing in these service terms and conditions excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. We do not accept responsibility for business losses unless expressly agreed in writing.

To the fullest extent permitted by law, we are not liable for indirect, special, incidental or consequential losses, including loss of profit, loss of opportunity, loss of data, or loss of goodwill. Our total liability for any claim arising from a service, whether in contract, tort or otherwise, will not exceed the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law.

Nothing in these service conditions affects your rights in relation to services that are not provided with reasonable care and skill. If you believe there is a problem, you must notify us within a reasonable time and allow us an opportunity to inspect, remedy or re-perform the service where appropriate. Failure to allow reasonable access for correction may affect any remedy available to you.

We may produce, move, store, package, segregate or dispose of waste arising from the service only in accordance with applicable waste regulations and lawful handling requirements. You must disclose any item or material that may be classified as controlled, hazardous, contaminated, electrical, clinical, sharp, or otherwise subject to special disposal rules. We may refuse to handle materials that are illegal, unsafe, or outside the scope of our licence, training, or lawful authority.

Where waste is removed as part of the service, ownership is deemed to pass only when the waste has been lawfully accepted for transport or disposal, and only if doing so is permitted by law. You agree that waste transfer documentation, carrier rules, site segregation, and disposal instructions may apply. If special handling, documentation, permits or separate disposal charges are required, these may be added to the price. You must not request that we dispose of restricted waste in a manner that would breach legislation or regulatory guidance.

Any items left behind, unattended, or scheduled for removal should be clearly identified and separated if you want them treated as waste. We are not responsible for reviewing the contents of sealed containers or for identifying hidden hazardous substances unless expressly agreed. If unlawful, dangerous or unlabelled materials are discovered, we may suspend the service, take protective action, or notify the relevant authorities where required.

We may end or suspend a service immediately if you breach these terms, if we suspect fraud, if payment is not made when due, or if unsafe or unlawful conditions arise. We may also terminate where access is repeatedly refused, information is materially false, or the work cannot reasonably be completed. In such cases, you may remain liable for work already performed, materials used, and costs reasonably incurred before termination.

Any delay or failure caused by events beyond our reasonable control will not be treated as a breach of contract. Such events may include severe weather, accidents, labour disputes, public restrictions, utility failures, supply shortages, or acts of third parties. If an event outside our control prevents or delays performance, we will use reasonable efforts to resume the service when it becomes practicable to do so.

These terms may be updated from time to time to reflect changes in our operations, legal obligations, or service structure. The version in force at the time your booking is accepted will normally apply to that booking unless we expressly state otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These terms, and any dispute or claim arising from them, are governed by the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising out of or in connection with the service agreement, without limiting any consumer rights that may apply in another part of the UK where the law says otherwise.

By booking, accepting a quote, or instructing us to proceed, you confirm that you have read, understood and agreed to these service terms and conditions. You also confirm that any person giving instructions on your behalf has authority to do so and that the information provided is accurate to the best of your knowledge. These terms form the basis of the agreement between you and us for the supply of services.

If you require a written record for internal use, legal compliance, or administrative purposes, these terms may be printed or stored electronically without alteration. The headings used in this document are for convenience only and do not affect interpretation. Service terms and conditions should always be read together with any written quote, invoice, order confirmation or schedule of work relevant to your booking.