Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided, booked, paid for and completed. By requesting or confirming a service, the customer agrees to these terms in full. They are intended to create a clear and fair agreement between the service provider and the customer, covering the scope of the work, access requirements, payment obligations, cancellations, responsibility for waste, and the legal framework that applies to the agreement.

These terms apply to all standard bookings, repeat appointments, one-off requests, and any related service arrangements made in the course of ordinary business. Where a quotation, estimate, order form, or written confirmation differs from these terms, the written confirmation will take precedence only to the extent stated. In all other respects, these service terms and conditions remain in force and should be read together with any specific job details agreed at the time of booking.

For the avoidance of doubt, these terms are designed for general UK service provision and do not form a guide, instruction manual, or technical manual. They are a legal page setting out the rights and responsibilities of both parties. The customer should read them carefully before placing a booking or authorising work to begin. If the customer acts on behalf of another person, business, landlord, tenant, or organisation, they confirm that they have authority to accept these terms.

1. Booking Process

Bookings may be made through the channels made available by the service provider and are only confirmed once accepted. A request for service does not guarantee an appointment until it has been acknowledged and scheduled. The booking process may involve providing details such as the type of service required, the site address, preferred dates or times, any access restrictions, and any relevant information that may affect delivery of the service.

When a booking is made, the customer must ensure that all information provided is accurate, complete, and kept up to date. If the customer later discovers an error in the service details, timing, location, or access arrangements, they must notify the provider as soon as reasonably possible. Any delay or extra cost caused by incorrect information may be added to the final charge. The provider may refuse, reschedule, or withdraw a booking where the information supplied is incomplete, misleading, or unsafe.

If an estimate or quotation is provided before booking, it will usually be based on the information available at that time. Unless stated otherwise, estimates are not fixed until confirmed in writing, and may change if the scope of the work changes or if additional time, materials, labour, or access arrangements are required. A booking is deemed accepted only once the provider has confirmed the appointment, the service scope, and any required deposit or advance payment.

2. Service Delivery and Customer Responsibilities

The customer must ensure that the service location is accessible, safe, and suitable for the agreed work. Where the service depends on entry to a property, the customer must arrange access for the agreed time and date. If the provider arrives and cannot complete the work because access is unavailable, the customer may still be charged for wasted attendance, time, or any pre-agreed minimum fee. The customer is also responsible for removing or securing any items that may be damaged during normal service activity unless otherwise agreed in writing.

The provider will use reasonable skill and care in carrying out the service in line with the agreed specification. However, completion times are estimates only unless a fixed deadline has been expressly agreed in writing. Delays may occur due to weather, supply issues, traffic, staff illness, operational disruption, or circumstances beyond reasonable control. Where a delay is caused by the customer, including late access or missing information, the provider may revise the schedule and charge any additional costs that arise.

At the point of delivery, the customer should inspect the completed service promptly and raise any concerns within a reasonable time. Minor variations that do not materially affect the service do not amount to a failure of performance. If a revisit or correction is agreed, the provider may choose the most appropriate method of remedy, subject always to these terms and any rights the customer may have under applicable law. Nothing in these UK service terms limits rights that cannot lawfully be excluded.

3. Payments, Deposits and Pricing

Prices are normally stated in pounds sterling and may be shown inclusive or exclusive of VAT depending on the provider’s tax position. The total price payable will be based on the agreed service scope, any extra charges disclosed before booking, and any additions caused by changes requested by the customer. Where a deposit is required, it must be paid by the stated due date in order to secure the booking. Deposits may be non-refundable where this is made clear at the time of booking and to the extent permitted by law.

Payment terms may vary depending on the type of service, customer category, or account arrangements. Unless otherwise agreed, invoices are payable immediately upon completion or by the due date shown on the invoice. The provider may request advance payment, partial payment, or staged payments where the service is large, specialist, or subject to procurement arrangements. Any payment not made on time may result in suspension of further work, cancellation of the booking, or the addition of lawful interest and recovery costs where applicable.

Any discount, promotion, or special rate will apply only in accordance with its stated conditions and period of availability. Offers cannot normally be combined unless explicitly permitted. If the customer disputes part of an invoice, they must pay the undisputed amount by the due date and raise the issue promptly. The existence of a dispute does not entitle the customer to withhold payment for services already provided, except where required by law. For clarity, the provider may recover reasonable administrative costs and any charges linked to failed payments, bank reversals, or card disputes.

4. Cancellations, Rescheduling and No-Access Charges

The customer may request cancellation or rescheduling by giving reasonable notice before the scheduled appointment. The amount of notice required may depend on the service type, staffing arrangements, materials ordered, or appointment length. Where sufficient notice is given, the provider may agree to cancel or move the booking without charge, but this is not guaranteed unless expressly stated. If the customer cancels late, the provider may retain part or all of any deposit and may also charge for costs already incurred.

If the customer fails to provide access, is not present where attendance is required, or is otherwise unable to proceed at the agreed time, this may be treated as a failed appointment. In such cases, the provider may charge a call-out fee, wasted travel time, labour cost, parking cost, or other reasonable expense. Rescheduling after a failed appointment is subject to availability and may require additional payment. The provider is not responsible for delays caused by third parties, building management, utility interruptions, or any other issue outside its control.

If the provider must cancel or reschedule, it will use reasonable efforts to give notice and offer an alternative appointment where practical. Where pre-payment has been made for a service that is cancelled by the provider and no alternative date is acceptable, any refundable amount will be returned in line with the payment method used and within a reasonable period. The provider will not be liable for indirect losses arising from cancellation, such as missed business opportunities, provided that nothing excludes liability that cannot be excluded under law.

5. Liability and Limitations

The provider accepts liability only for loss or damage directly caused by its negligence or breach of contract, and only to the extent permitted by law. No responsibility is accepted for indirect, incidental, special, or consequential loss, including loss of profit, loss of business, or loss of opportunity. The provider is not liable for damage caused by hidden defects, pre-existing faults, poor maintenance, unsuitable conditions, or failure by the customer to follow reasonable instructions given during the service.

The customer must take reasonable steps to protect valuables, fragile items, and any property that may be affected by the service. Where the customer requests work to be carried out in a difficult, cluttered, or high-risk environment, they do so at their own risk to the extent that the risk arises from conditions they control or fail to disclose. 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 lawfully be excluded.

Any claim relating to damage, defect, or incomplete service should be reported as soon as reasonably possible and in any event within a reasonable period after completion or discovery. The provider may be entitled to inspect the issue, take photographs, gather evidence, and attempt a repair or corrective action before any reimbursement is considered. If the customer prevents inspection or rectification, the provider may not be responsible for additional costs that arise from that refusal.

6. Waste Regulations, Removal and Disposal

Where the service generates waste, the parties must comply with all applicable UK waste regulations and environmental requirements. The customer must disclose any waste that may be hazardous, restricted, contaminated, bulky, electrical, clinical, or otherwise requiring special handling before the booking is accepted. The provider may refuse to remove items or materials that cannot lawfully be transported, handled, stored, or disposed of under the relevant rules.

If waste removal is included in the service, the provider may decide the appropriate method of collection, segregation, transfer, recycling, treatment, or disposal in line with legal obligations and operational suitability. The customer must not place prohibited items into general waste unless the provider has expressly agreed to handle them. Any incorrect description of waste may lead to additional charges, cancellation of the removal, or a requirement for the customer to arrange lawful disposal themselves.

The customer remains responsible for ensuring that waste ownership, access rights, and disposal permissions are valid. Where waste transfer documentation, waste notes, or similar records are required, the customer agrees to cooperate and provide accurate information. The provider may charge extra where waste is unusually heavy, contaminated, requires special permits, or needs separate handling. If the service involves recycling or disposal through third parties, the provider is not responsible for the actions of those third parties provided reasonable care was taken in selecting them.

7. Data, Records and Communications

The provider may keep records relating to bookings, invoices, service notes, photographs, correspondence, and compliance documents for business, accounting, and legal purposes. Communications may be made electronically, and the customer agrees that notices, invoices, confirmations, and updates sent by email or other agreed digital method are valid and effective when sent. The customer is responsible for ensuring that their contact details remain accurate and that messages are received by the correct person or team.

Any personal data processed in connection with the service will be handled in accordance with applicable data protection law and the provider’s privacy arrangements, where relevant. Information will be used only for legitimate business purposes, including scheduling, billing, record-keeping, complaint handling, and legal compliance. The customer should not send sensitive information unless it is necessary for the service and has been specifically requested or securely provided.

If the service is provided under a business account, the customer confirms that any authorised users, staff members, subcontractors, or site managers involved in the booking are permitted to receive and act on service communications. The provider may rely on instructions from the customer’s nominated representative unless and until a change is notified in writing. This helps ensure that the service agreement can be managed efficiently and without unnecessary delay.

8. Force Majeure and General Provisions

The provider is not liable for failure or delay caused by events beyond reasonable control, including severe weather, fire, flood, transport disruption, industrial action, government restrictions, power failure, illness, or supply-chain interruption. In such circumstances, the provider may suspend the service, extend the timeline, or cancel the booking where necessary. Any affected appointment may be rearranged, but neither party will be responsible for losses caused solely by the force majeure event.

If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. A failure to enforce a right or delay in enforcing it does not amount to a waiver. Any variation to these terms must be agreed in writing by the provider unless a different method is required by law. Headings are included for convenience only and do not affect interpretation.

These terms form the entire agreement between the parties regarding the subject matter described here, unless specifically varied in writing. They may be updated from time to time, but any change will not affect services already accepted unless the customer agrees or the change is required by law. The current version will apply to new bookings and renewed service arrangements. By proceeding with a booking, the customer acknowledges that they have had the opportunity to review the terms and seek independent advice if desired.

9. Governing Law

These UK service terms and conditions are governed by the laws of England and Wales, unless the parties expressly agree otherwise in writing or another part of the United Kingdom applies by mandatory law. Any dispute arising out of or in connection with the service, these terms, or any related invoice or booking will be dealt with by the courts with appropriate jurisdiction. If the customer is a consumer, any mandatory consumer rights under applicable law will continue to apply.

The parties agree to act reasonably and to attempt to resolve concerns in good faith before starting formal proceedings. However, nothing in these terms prevents either party from seeking urgent relief, injunctive relief, or any remedy available under law where necessary. These terms are intended to be read as a clear legal page for service use in the UK, without unnecessary local detail, while still reflecting the normal requirements of fair contracting, payment discipline, lawful cancellation, and compliant waste handling.