UK 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, placing an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to be clear, fair, and practical, while protecting both you and us throughout the service process.

These terms apply to all standard and bespoke service arrangements unless we agree otherwise in writing. References to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person making the booking. Where a specific service requires additional conditions, those conditions will apply alongside these terms and will form part of the contract.

Nothing in these terms is intended to affect your statutory rights under applicable UK consumer law. If any part of these terms is found to be unlawful, unenforceable, or invalid, the remaining provisions will continue in full force. We may update these terms from time to time, and the version in force at the time of booking will usually apply to that booking unless otherwise stated.

1. Booking Process

Bookings may be made through an agreed booking method, subject to availability and acceptance by us. A booking is only confirmed once we have acknowledged it and, where required, received any requested deposit or payment. We may refuse or decline a booking where we cannot safely, legally, or practically provide the service, or where information supplied by you is incomplete or inaccurate.

When making a booking, you must provide accurate details about the service required, the location, access arrangements, timing preferences, and any relevant risks or restrictions. This is especially important for services that involve property access, handling of items, or work near people, vehicles, or sensitive surfaces. If the information you give changes before the appointment, you must tell us as soon as reasonably possible.

We will use reasonable efforts to attend on the agreed date and time, but times are estimates unless we expressly confirm otherwise. Delays may occur due to traffic, weather, operational issues, or circumstances beyond our control. Where suitable, we may offer a revised time slot or reschedule the service. We are not responsible for indirect loss caused by reasonable scheduling changes.

2. Payment Terms

Unless we agree different payment arrangements in writing, payment is due in full at the time stated on the invoice, booking confirmation, or quotation. We may require a deposit, part-payment, or full payment in advance for certain services, including urgent, high-value, or custom work. Deposits are normally non-refundable where we have reserved time, labour, materials, or subcontractors for your booking.

Prices may be stated as fixed prices, estimates, hourly rates, or a combination of these. If a quotation is based on information supplied by you and that information later proves inaccurate, we may revise the price to reflect the actual work required. Any additional work requested by you, or reasonably necessary to complete the service safely and properly, may also incur extra charges.

If payment is not received on time, we may suspend the service, withhold delivery of completed work, or charge reasonable interest and recovery costs where permitted by law. You remain responsible for all undisputed amounts. We reserve the right to pass on bank charges, card processing reversals, or collection costs where these arise because of a failed or reversed payment.

3. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, the scale of the job, and whether materials or third parties have already been arranged. Where we have incurred costs in preparing for your appointment, we may charge those costs even if the service does not go ahead.

If you cancel within a short notice period, fail to provide access, are not present where your attendance is required, or otherwise prevent us from completing the work, we may charge a cancellation fee, wasted journey fee, or the full service fee where appropriate and lawful. This reflects the time reserved and the resources committed to your booking.

We may also cancel or reschedule where necessary for safety, legal compliance, weather conditions, staffing issues, equipment failure, or any event outside our reasonable control. If we do so, we will aim to offer an alternative appointment. Our liability for cancellation will be limited to refunding any amount paid in advance for the cancelled element, unless the law requires otherwise.

4. Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using appropriate methods and equipment for the work agreed. Any deadline, completion time, or service outcome will depend on the scope of the booking, site conditions, and cooperation from you. Where specialist conditions are discovered during the service, we may pause the work and discuss the best next steps before continuing.

You are responsible for ensuring that the work area is reasonably safe, accessible, and ready for the service to take place. This includes clearing obstructions, securing pets, protecting vulnerable items, and giving us any required permissions or keys. If we need to move items or adapt the work area to complete the service safely, we will do so with reasonable care, but you remain responsible for pre-existing fragility or hidden defects.

If you or a third party provide instructions that conflict with our safety policies, legal obligations, or professional judgment, we may refuse to proceed with that part of the service. We are not required to carry out work that would be unsafe, unlawful, or likely to cause damage. In such cases, we may still charge for time spent, travel, or preparatory work already completed.

5. Liability and Limitations

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our liability for loss or damage arising from the service will be limited to losses that are a foreseeable result of our breach or negligence.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of goodwill, or missed opportunities, unless such liability cannot lawfully be excluded. If any item, surface, structure, or system is old, fragile, defective, hidden, or already damaged, we are not responsible for deterioration that results from its condition rather than our actions. Where appropriate, we may record pre-existing issues before starting work.

Where we supply materials, parts, or third-party items, we will use reasonable care in selecting them, but we do not guarantee performance beyond any manufacturer warranty or applicable statutory rights. Our total liability in connection with a service will, to the extent permitted by law, not exceed the amount paid or payable for that specific service, except where a higher amount is required by law.

6. Waste Regulations and Disposal

Where our services generate waste, spoil, packaging, or removed items, both parties must comply with applicable UK waste regulations. We will handle, store, transport, and dispose of waste in a lawful and responsible manner where this forms part of the service. Any waste we collect may be subject to sorting, recycling, transfer, and disposal requirements in line with environmental obligations.

You must tell us in advance if any item or material may be hazardous, restricted, contaminated, or subject to special handling rules. This includes, without limitation, chemicals, oils, batteries, electrical items, sharp objects, clinical waste, asbestos-related materials, or anything else that may require specialist management. We may refuse to handle items that we reasonably believe cannot be lawfully moved or disposed of within the scope of the booking.

Unless stated otherwise, ownership of waste or removed items passes to us only where the service expressly includes removal and disposal and where doing so is lawful. Items left for collection must be clearly identified and lawfully available for us to take. We are not responsible for the contents of bags, boxes, or containers unless we have agreed to inspect or sort them as part of the service.

7. Changes to the Service

We may make reasonable changes to the service if required by safety, availability of materials, site conditions, or legal obligations. If a change is minor and does not materially affect the overall nature of the service, we may proceed without further approval. If a material change is needed, we will try to discuss the revised scope, timing, and price before continuing.

If you request a change after booking, we may accept or decline the request depending on feasibility and resource availability. Any approved change may affect the final price and completion date. For bespoke or time-sensitive work, changes requested close to the appointment may require a re-quotation or an amended booking. We will act reasonably and communicate any impact as soon as practicable.

Where a service is delivered in stages, each stage may be treated as a separate part of the contract for invoicing and completion purposes. If you stop the service part-way through, we may invoice for the completed work, committed costs, and any non-cancellable arrangements already made on your behalf.

8. Force Majeure

We are not responsible for delays, cancellations, or failure to perform caused by events outside our reasonable control. These may include severe weather, fire, flood, power failure, transport disruption, industrial action, illness, equipment breakdown, public emergencies, or government restrictions. In such cases, we may suspend the service for as long as the event continues.

If a force majeure event affects your booking, we will aim to resume, rearrange, or complete the service within a reasonable time where possible. If performance becomes impossible or no longer commercially reasonable, either party may cancel the affected element of the service. Any refund or charge adjustment will reflect work already carried out and costs already incurred.

Force majeure does not entitle either party to claim compensation for indirect losses caused by the event, unless required by law. We will use reasonable efforts to reduce the impact on your booking, but you acknowledge that some delays and interruptions may be unavoidable in exceptional circumstances.

9. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after the issue arises so we can investigate. Where appropriate, we may offer a re-performance of the affected service, a partial refund, or another reasonable remedy depending on the nature of the problem. Remedies will be considered in line with your legal rights and the actual circumstances of the booking.

You must give us a fair opportunity to inspect or correct any alleged defect before arranging for a third party to do so, unless urgent action is necessary to prevent further damage or risk. If a complaint relates to damage, you should preserve relevant evidence where reasonably possible, including photographs and details of the issue. This helps us assess matters accurately and promptly.

We may decline complaints that are unsupported, outside the scope of the service, caused by customer instructions, or attributable to pre-existing conditions. Nothing in this section limits any rights you have under UK consumer law. We will always aim to handle concerns professionally and in good faith.

10. Governing Law and Jurisdiction

These UK service terms are governed by the laws of England and Wales, unless another part of the United Kingdom is stated to apply by mandatory law. If you are based in Scotland or Northern Ireland, any applicable local legal rules that cannot be overridden by contract will continue to apply where relevant.

Any dispute arising from or connected with these terms, the booking process, payment, cancellation, liability, waste handling, or the service itself will be subject to the non-exclusive jurisdiction of the courts of the applicable UK jurisdiction. This means a claim may be brought in the courts that are legally appropriate for the circumstances of the contract and the parties involved.

11. General Provisions

These terms, together with any written quotation, booking confirmation, or agreed additional conditions, form the entire agreement between us in relation to the service. No statement, promise, or representation made before the booking will override these terms unless confirmed in writing. If we do not enforce a right immediately, that does not mean we waive it. Headings are for convenience only and do not affect interpretation.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions. They are intended to create a balanced, professional framework for our services, covering the booking process, payments, cancellations, liability, waste regulations, and governing law in a clear and lawful manner. We recommend retaining a copy for your records.