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 accepting a quotation, you agree to be bound by these terms. They are intended to create a clear, fair, and practical framework for our service agreement, including how bookings are made, when payments are due, how cancellations are handled, and what happens if something goes wrong. These terms apply alongside any written quotation, service description, or agreed scope of work, unless we expressly state otherwise in writing.

1. Booking process

We may receive a booking request by phone, email, online form, or any other method we make available from time to time. A booking is only confirmed when we have accepted it in writing, verbally, or by issuing a confirmation message. Any quotation provided before booking is an invitation to treat and does not guarantee availability. We may ask for additional details to assess the job, including access conditions, service requirements, timing, and any relevant safety information. If the information you provide is incomplete or inaccurate, we reserve the right to revise the quotation, alter the schedule, or decline the booking if performance would be unsafe or impractical.

Bookings are accepted subject to availability and operational capacity. Where a date or time window is given, it is an estimate unless we state that it is fixed. You are responsible for ensuring that access is available at the agreed time and that any necessary permissions, keys, permits, or site arrangements are in place. If we are unable to complete the service because access is refused, delayed, or materially restricted, we may treat the visit as a missed appointment and charge a call-out or minimum visit fee where reasonable. If the service requires your presence, or the presence of another authorised person, you must ensure they are available at the scheduled time.

We may make reasonable changes to the booking where needed for safety, staffing, weather, logistics, or other operational reasons. If this happens, we will aim to notify you as soon as reasonably possible and offer a revised time or date. In most cases, the booking will remain subject to these UK service terms even if the service is rescheduled, amended, or split into phases.

2. Pricing and payments

Our prices may be given as a fixed fee, an estimate, a rate card, or a combination of these, depending on the nature of the work. Unless stated otherwise, all prices are shown in pounds sterling and may be subject to VAT where applicable. Any estimate is based on the information available at the time and may change if the scope of work changes, if hidden issues are discovered, or if additional labour, materials, or equipment are required. We will normally explain any material variation before proceeding where it is practical to do so.

Payment terms will be confirmed at booking or in the quotation. Unless otherwise agreed, payment is due immediately upon completion of the service, or in advance for certain bookings. We may request a deposit or part-payment to secure a date, cover materials, or reserve resources. Deposits may be non-refundable where we have reserved capacity or incurred preparatory costs, unless cancellation is required by law or we agree otherwise in writing. If payment is not made by the due date, we may suspend further services, withhold any deliverables, or charge reasonable costs associated with collection and enforcement, subject to applicable law.

We accept payment by the methods we make available from time to time. Any bank charges, currency conversion fees, or payment processing costs charged by your provider are your responsibility. If a payment is reversed, disputed without good reason, or fails after service has been delivered, you must promptly remedy the outstanding balance. Nothing in these service conditions affects your statutory rights as a consumer, where applicable.

3. Cancellations, postponements, and no-shows

You may cancel or postpone a booking by giving notice within the time period stated in the quotation or booking confirmation. If no period is stated, notice should be given as early as possible and, where reasonable, at least 24 hours before the scheduled time. Cancellations made late may result in a cancellation fee to reflect lost time, allocated staff, and any preparation already undertaken. Where materials have been ordered specifically for your job, you may also be charged for non-returnable items or restocking costs.

If you are not present, do not provide access, or otherwise fail to facilitate the appointment at the agreed time, we may treat this as a no-show and charge a reasonable fee. If a visit is wasted because of incorrect information, unsafe conditions, or changes to the site not disclosed in advance, we may also recover reasonable costs. We will act fairly and proportionately when applying any fee, and we will take account of the work already completed, the notice given, and any costs we can avoid.

4. Service standards and customer responsibilities

We will provide the services with reasonable skill and care and in accordance with the agreed scope. However, service outcomes may depend on factors outside our control, including existing conditions, third-party actions, weather, hidden defects, or the quality of information supplied by you. You must provide accurate details, ensure safe access, and disclose any relevant risks, hazards, or restrictions before the service begins. If we reasonably believe that the work cannot be completed safely, lawfully, or to a proper standard because of site conditions, we may refuse to proceed until the issue is resolved.

You are responsible for removing or securing items that could obstruct the work or be damaged during the process, unless we have agreed in writing to handle them. Where necessary, you must obtain consent from landlords, managing agents, neighbours, freeholders, tenants, or other relevant parties. If permits, parking permissions, or building access arrangements are needed, you must arrange them in good time unless we have expressly agreed to do so as part of the service package.

We may rely on your instructions, and you are responsible for ensuring they are clear, complete, and authorised. If you change the instructions after booking, we may need to revise the price, schedule, or method of service. Any additional work requested on the day will be subject to availability and may be charged separately.

5. Liability and limitation

Nothing in these service terms and conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited under applicable law. Subject to that, we will not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss arising from your failure to follow our instructions or to provide accurate information.

Our total liability arising from or connected with the service, whether in contract, tort, negligence, or otherwise, shall be limited to the total amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. If the service involves items, premises, or equipment belonging to you or a third party, you should ensure that suitable insurance is in place where appropriate. We are not responsible for pre-existing damage, normal wear and tear, inherent defects, or issues caused by third parties beyond our control.

Where we supply materials, parts, or consumables, any manufacturer warranty applies in addition to your statutory rights, not instead of them. We do not give any guarantee beyond what is expressly stated in writing, and any implied terms are limited to the fullest extent permitted by law. If you notify us of a defect or concern, we may inspect the issue and decide, acting reasonably, whether a remedy is available under these terms.

6. Waste regulations and disposal

Where our service generates waste, it will be handled in accordance with applicable UK waste regulations and environmental obligations. We may remove, segregate, transport, or arrange disposal of waste only where this is included in the agreed scope or otherwise permitted by law. You must not ask us to dispose of prohibited, hazardous, clinical, electrical, chemical, or controlled waste unless we have specifically agreed to do so and hold the necessary authorisations where required.

If waste is created during the service, ownership and responsibility for that waste will be as agreed in the booking or quotation. In many cases, waste remains your responsibility unless we have expressly taken responsibility for collection or disposal. You must tell us in advance about any special disposal requirements, contamination, or risk of restricted materials. If waste is incorrectly described, mixed, or misdeclared, we may refuse collection or charge additional costs for compliance, handling, or disposal.

We may leave site tidy and remove only the agreed materials. Any recyclable, reusable, or recoverable items may be processed in line with lawful disposal arrangements. You agree not to place us in breach of environmental law, duty of care obligations, or transport rules. If we reasonably believe that waste poses a safety or compliance risk, we may suspend the service until appropriate arrangements are made.

7. Complaints and remedies

If you believe the service has not been carried out as agreed, you should notify us as soon as reasonably possible and provide enough detail for us to assess the issue. We may request photos, documents, or access to the site so that we can investigate. Where a complaint is valid, we may choose to re-perform the service, correct the issue, offer a partial refund, or provide another fair remedy, depending on the circumstances and our legal obligations.

You must give us a reasonable opportunity to inspect and address any alleged defect before arranging third-party repairs or taking alternative action, unless urgent action is necessary to prevent further damage or comply with law. Any remedy will be assessed in light of the original scope, the condition of the site, and the information provided to us. This complaint process does not remove your statutory rights.

8. Changes to these terms

We may update these service terms from time to time to reflect changes in our practices, legal obligations, or operational requirements. The version in force at the time of your booking will generally apply to that booking, unless a change is required by law or is clearly beneficial to you. We recommend that you review the current terms each time you make a new booking, particularly where the service is repeated, seasonal, or arranged on an ongoing basis.

9. Governing law and jurisdiction

These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also benefit from mandatory consumer protections or local rules that cannot be excluded by contract. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where another court must have jurisdiction under applicable law.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these UK service terms and conditions. They are designed to be fair, transparent, and practical, while protecting both parties and setting out the standards that apply to the services we deliver. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.