UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are supplied to customers in the United Kingdom. By making a booking, accepting a quotation, or instructing a service provider to begin work, the customer agrees to be bound by these terms. They are intended to create a clear, fair and practical framework for the provision of services, including how bookings are made, how payments are handled, when cancellations may apply, what liability is accepted, how waste is managed, and which law governs the agreement.

For the purposes of these terms, references to the company, we, us and our mean the service provider supplying the relevant services. References to the customer, you and your mean the person, business or organisation requesting the service. These terms apply to all standard service bookings unless a written agreement signed by both parties states otherwise.

These UK service terms are designed to support transparent trading and reasonable expectations. They should be read alongside any quotation, booking confirmation, service specification, or written scope of work supplied before the service begins. In the event of any conflict, the specific written agreement relating to the booking will take priority over these general terms to the extent of that inconsistency.

1.1 A booking may be made by phone, email, online form, written instruction or any other method we accept from time to time. A booking is only confirmed when we issue written acceptance, a confirmation message, or otherwise indicate that the service has been scheduled. No work will be deemed accepted simply because an enquiry has been made or a quotation has been requested.

1.2 When you place a request for services, you must provide accurate and complete information, including the nature of the work, access requirements, site conditions, relevant timescales, and any known hazards. If any information is incomplete, incorrect or changes before the service date, we may revise the quotation, reschedule the booking, or decline to proceed if the change materially affects delivery.

1.3 We may ask for photographs, measurements, site details, asset lists, or other supporting information before confirming the booking. This helps ensure the correct resources are allocated and allows us to assess any practical, safety, or regulatory considerations. Any estimate or quotation is based on the information provided at the time and may be adjusted if the actual circumstances differ significantly.

1.4 Where the service requires access to your premises, you are responsible for ensuring safe, reasonable and timely access on the agreed date. This includes providing keys, access codes, parking permission, permits, escort arrangements, or any other necessary entry arrangements. Delays caused by lack of access, restricted entry, or failure to prepare the site may result in additional charges or postponement.

1.5 We may refuse or postpone a booking if the requested service is outside our normal scope, if it would present an unreasonable safety risk, if required permits or permissions are missing, or if the site conditions are unsuitable. Any decision to refuse or postpone will be made reasonably and, where possible, with notice. Nothing in these terms obliges us to undertake work that is unsafe, unlawful or impracticable.

1.6 The customer must ensure that all relevant information is disclosed in advance, including the presence of fragile items, hazardous substances, restricted areas, protected materials, or special handling requirements. Failure to provide such information may affect the quality, timing, and cost of the service and may also influence whether the booking can lawfully proceed.

2.1 Unless otherwise stated in writing, prices are quoted exclusive of VAT and any additional charges arising from variations, special materials, congestion, permits, parking, waiting time, emergency attendance, or disposal costs. We will aim to identify foreseeable costs in advance, but some charges may only become apparent after the service begins or after a site assessment has been completed.

2.2 Payment terms will be stated in the quotation, invoice or booking confirmation. Unless credit terms have been agreed in writing, payment is due in full before the service date or on completion of the service, as specified. We may require a deposit, advance payment, card pre-authorisation, or part payment to secure the booking.

2.3 If payment is not made by the due date, we may suspend further work, withhold delivery of reports or completion documents, and charge interest and recovery costs to the extent permitted by law. Any late payment interest will accrue on a daily basis at the statutory rate or such other rate as is lawfully agreed in writing.

2.4 Where work is carried out on a time-and-materials basis, final invoices may reflect actual labour time, materials used, equipment hire, travel, and any agreed extras. If an estimate is provided, it is an approximation only unless expressly stated to be fixed. A fixed price applies only to the precise service described and only if the assumptions stated in the quote remain accurate.

2.5 You must notify us promptly of any invoice query. Raising a query does not relieve you of the obligation to pay any undisputed amount by the due date. We will investigate reasonable billing concerns in good faith, but you may not withhold payment for unrelated matters unless required or permitted by law.

2.6 Where a third party is funding or reimbursing the service, you remain responsible for payment unless we have agreed in writing to look solely to the third party. Any internal approval process, purchase order requirement, or budget authorisation is your responsibility and does not affect our right to invoice according to the agreed terms.

3.1 If you wish to cancel or reschedule, you must give notice within the timeframe stated in the booking confirmation or, if none is stated, as soon as reasonably possible. Cancellation charges may apply to cover reserved time, allocated staff, prepared materials, third-party costs, and any non-recoverable expenses already incurred.

3.2 Where a booking is cancelled at short notice, we may charge a percentage of the agreed price or the full cost of any completed preparatory work, depending on the level of notice and whether the service could have been redeployed elsewhere. Any non-refundable deposit will be applied against those charges where appropriate.

3.3 We may cancel or postpone a service if circumstances beyond our reasonable control prevent performance, including adverse weather, staff illness, transport disruption, equipment failure, supplier issues, or legal restrictions. In such cases, we will use reasonable efforts to arrange a new date, but we will not be liable for indirect loss arising from the delay.

3.4 If you request changes to the agreed scope after confirmation, we may revise the timetable, price, or resources required. We are not obliged to accept changes that fundamentally alter the service or create safety, technical, or compliance concerns. Any variation should be agreed in writing before additional work is performed wherever reasonably practicable.

3.5 If you fail to attend, fail to grant access, or otherwise prevent the service from being carried out on the scheduled date, we may treat this as a late cancellation and charge accordingly. Repeated missed appointments or unreasonable changes may also affect future booking availability.

3.6 If a service must be paused because of customer instructions, site conditions, missing information, or access issues, the period of suspension may still be chargeable where staff, vehicles, or equipment have been reserved for your booking. We will act reasonably in assessing any resulting cost.

4.1 We will perform the service with reasonable care and skill, using suitably trained personnel and appropriate equipment. Any specific standard promised in writing will form part of the service description. However, we do not guarantee that every outcome will be identical to a sample, illustration, or prior service where variables outside our control may affect the result.

4.2 Nothing in these service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to this, our liability is limited as set out in this section.

4.3 We will not be responsible for loss or damage caused by inaccurate information, hidden defects, pre-existing faults, unsuitable site conditions, or failure by you to follow our reasonable instructions. We are also not liable for indirect or consequential loss, including loss of profit, loss of business opportunity, reputational damage, or loss of anticipated savings, to the extent permitted by law.

4.4 Where we are found liable for a direct loss arising from breach of contract, negligence, or statutory duty, our total aggregate liability will not exceed the amount paid or payable for the relevant service, except where a higher limit is required by law or expressly agreed in writing. This limit is intended to be reasonable and proportionate to the nature of the services supplied.

4.5 You are responsible for backing up data, removing valuables, protecting vulnerable items, and taking reasonable precautions before the service begins. If the service involves working near existing fixtures, surfaces, furnishings or equipment, normal wear, minor scuffs, or unavoidable incidental disturbance may occur despite reasonable care. We will only be liable where damage results from our failure to act with reasonable skill and care.

4.6 Any claim relating to the service should be notified to us within a reasonable time after the issue is discovered and, in any event, as soon as practicable. You should give us a fair opportunity to inspect, investigate and, where appropriate, remedy the issue before any third party is instructed to intervene, unless urgent action is required to reduce loss.

5.1 Where the service generates waste, spoil, packaging, removed items or other materials, the parties must comply with applicable waste regulations, environmental requirements and duty of care obligations. We will manage waste in accordance with relevant legal standards, but you must not place prohibited items, hazardous substances or undisclosed regulated waste into the work area unless expressly agreed and lawfully permitted.

5.2 Ownership of waste and removed materials will transfer only as agreed in writing or as required by law. If items are to be disposed of by us, you authorise us to transport, segregate, store, and dispose of them using lawful methods and appropriate facilities. Any special disposal, recycling, treatment, or documentation costs may be charged separately.

5.3 You must disclose in advance any waste that is likely to be controlled, hazardous, infectious, contaminated, electrical, sharp, bulky, or otherwise regulated. If such waste is discovered unexpectedly, we may suspend the service, isolate the material, or arrange specialist handling. Any additional cost, delay, or compliance requirement arising from undisclosed waste will be your responsibility.

5.4 We may refuse to handle items that are unsafe, illegal to move, or not suitable for ordinary collection or disposal. This includes items requiring specialist permits, licensed carriers, or dedicated treatment facilities, unless these arrangements are specifically included in the agreed service. We may also require you to sign additional declarations where law or operational policy demands it.

5.5 The customer must ensure that no prohibited substances are mixed with general waste and that hazardous materials are stored and labelled properly before our attendance. Failure to do so may result in refusal of service, additional charges, or reporting obligations where required by law. We are entitled to take reasonable steps to protect our staff, contractors, and the environment.

5.6 Any materials supplied by us remain our property until paid for in full, unless ownership passes earlier by written agreement. If the service involves recycling, recovery or reuse, we may separate materials where lawful and operationally sensible, provided we act consistently with the agreed scope and applicable regulations.

6.1 These terms may be updated from time to time to reflect operational or legal changes. The version in force at the time of booking will apply to that booking unless a later written variation is agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

6.2 No failure or delay by us in enforcing any right or remedy will operate as a waiver of that right or remedy. A waiver of any breach will not be deemed a waiver of any subsequent breach. You may not assign or transfer your rights or obligations without our written consent where such consent is required by the nature of the service.

6.3 A person who is not a party to the agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of it unless expressly stated otherwise in writing. This does not affect any rights or remedies available to the parties themselves or any rights that cannot lawfully be excluded.

6.4 These terms, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales, unless the booking is made and performed under another part of the United Kingdom in circumstances where a different mandatory legal framework applies. The parties submit to the exclusive jurisdiction of the courts of England and Wales, subject to any non-excludable rights.

6.5 If there is a disagreement about the meaning or operation of these UK service terms, the parties will first try to resolve the matter in a constructive and reasonable manner. Nothing in this clause prevents either party from seeking urgent relief, preserving evidence, or taking steps required to protect legal rights.

6.6 By confirming a booking, paying a deposit, or allowing the service to proceed, you acknowledge that you have read, understood and agreed to these terms. These service terms and conditions are intended to be fair, practical and legally robust, while reflecting normal commercial expectations for services delivered in the UK.