Service Terms and Conditions
These service terms and conditions set out the basis on which we provide our services to you in the UK. By making a booking, confirming a service request, or accepting a quotation, you agree to be bound by these terms. Please read them carefully before placing any order. They are designed to provide clear expectations around the booking process, payment, cancellations, liability, waste handling, and the legal framework that applies to our services. These terms should be read together with any written quotation, order confirmation, or service specification supplied to you.
For the purposes of these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “your” mean the customer receiving the service. Unless stated otherwise, all services are provided subject to availability, operational capacity, and the information you provide to us at the time of enquiry. Nothing in these terms affects your statutory rights where we are not permitted to do so by law.
We may update these terms from time to time to reflect changes in our business, the services we provide, or applicable law. The version in force at the time your booking is confirmed will usually apply to that booking, unless a change is required by law or is clearly stated to apply retrospectively. Any variation to these terms must be agreed in writing and authorised by us.
Booking Process
To arrange a service, you may submit an enquiry or booking request using the channels made available to you. A booking is not considered confirmed until we have accepted it and, where applicable, received any required deposit or advance payment. We may request further information before confirming a booking, including site access details, service requirements, timing preferences, and any relevant health, safety, or waste-related information.
When you provide booking information, you must ensure it is accurate, complete, and kept up to date. This includes the correct service address, contact details, access arrangements, and any special instructions that may affect delivery. If the information supplied is incomplete or misleading, we may need to revise the quotation, reschedule the appointment, or decline the service. You are responsible for ensuring that the premises are ready for the service at the agreed time.
We reserve the right to refuse or cancel a booking where we reasonably believe that the service cannot be performed safely, lawfully, or within the agreed scope. This may include situations involving unsafe working conditions, restricted access, unsuitability of the site, or a risk that the required work differs materially from what was described during the booking process. Any revised costs or timing changes will be communicated as soon as reasonably practicable.
Payments
Unless otherwise agreed in writing, prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT, depending on the service and the quotation provided. Any quotation is based on the information supplied at the time and may be adjusted if the actual service requirements differ from those originally described. Additional charges may apply for waiting time, parking restrictions, access issues, material disposal, emergency attendance, or other circumstances that were not reasonably foreseeable when the booking was made.
Payment terms will be set out in the quotation, invoice, or order confirmation. We may require full payment in advance, a deposit, staged payments, or payment upon completion. If payment is due after the service is completed, you must pay by the date stated on the invoice. We may suspend further services, withhold completion, or charge administrative costs where payment is overdue, subject to applicable law.
You agree that all invoices must be paid in full without set-off, deduction, or withholding, unless required by law or expressly agreed by us in writing. If a payment is reversed, declined, or disputed without a valid reason, we may recover the associated bank charges, reasonable recovery costs, and any interest permitted under the Late Payment of Commercial Debts legislation where applicable. Failure to pay may also result in cancellation of future bookings.
Cancellations, Amendments, and Rescheduling
You may request to cancel or amend a booking by giving us notice as early as possible. Any cancellation rights, fees, or deadlines specific to your service will be stated in the quotation or order confirmation. Where no special terms apply, cancellations made with insufficient notice may incur a charge to cover costs already incurred, including scheduling, preparation, staff allocation, and any non-recoverable materials or disposal arrangements.
We may reschedule a booking due to weather conditions, staff illness, equipment failure, supply interruptions, access limitations, legal restrictions, or other events outside our reasonable control. We will aim to provide reasonable notice and offer an alternative appointment where possible. If we must cancel a service that has already been confirmed, our liability will be limited as set out in the liability section of these terms.
Where you are a consumer and have booked a service remotely, you may have cancellation rights under the Consumer Contracts Regulations 2013, depending on the nature of the service and whether performance has begun. If you request that the service starts before the end of any applicable cancellation period, you acknowledge that you may lose the right to cancel once the service has been fully performed, and you may be required to pay for work already carried out. This does not affect any mandatory consumer rights that apply by law.
Service Standards and Customer Responsibilities
We will use reasonable care and skill in delivering our services and will perform them in accordance with the service description, quotation, and any agreed specification. However, our obligations depend on you providing access to the premises, cooperation where needed, and accurate information about the condition of the site or any items to be handled. If you fail to provide access, delay our team, or prevent us from carrying out the service, we may charge for lost time or a wasted visit.
You are responsible for securing valuables, making the working area safe, and ensuring that any pets, children, or third parties are kept away from hazards during the service. Where our work depends on your prior preparation, you must complete that preparation before the scheduled appointment. If we identify a risk to health, safety, or property during the service, we may pause or stop the work until the issue is resolved.
We may rely on information supplied by you, including measurements, item descriptions, photographs, or declarations relating to the condition of property or materials. If that information turns out to be inaccurate, the service may take longer, require extra resources, or prove unsuitable for completion as originally planned. In such circumstances, any additional charges or changes to scope will be notified to you where practicable.
Waste Regulations and Disposal
Where our service involves removal, transport, handling, or disposal of waste, all waste must be described truthfully and categorised correctly before collection or disposal takes place. You must not present hazardous, prohibited, or unclassified waste unless we have expressly agreed in advance to handle it and we are legally permitted to do so. We may refuse to collect items or materials that are unsafe, contaminated, or inconsistent with the declared waste type.
All waste services are provided in compliance with applicable UK waste legislation and regulatory requirements, including the duty of care obligations that apply to waste transfer and disposal. Where required, you must cooperate with the completion of waste transfer notes, receipts, declarations, or any other documentation needed to demonstrate lawful handling. You must ensure that waste presented to us is separated, accessible, and ready for collection in accordance with any instructions we provide.
You remain responsible for the accuracy of the waste description and for any loss, penalty, or claim arising from incorrect declarations made by you or by someone acting on your behalf. If we discover that waste has been misdescribed, mixed with prohibited materials, or left in a condition that prevents lawful handling, we may return the waste, amend the charges, or terminate the service. We do not accept responsibility for waste that is illegally presented or concealed.
Liability
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of goodwill arising from or connected with the use of our services.
Where we are liable for loss or damage to property, our liability will be limited to the reasonable repair or replacement cost of the affected property, subject to proof of loss and any applicable insurance arrangements. We will not be responsible for damage arising from pre-existing defects, normal wear and tear, hidden faults, inadequate packaging, unsuitable site conditions, or actions taken by you or third parties. Any claim must be reported to us as soon as reasonably possible after the issue is discovered.
To the maximum extent permitted by law, our total aggregate liability in connection with any booking will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law or expressly agreed in writing. We are not responsible for losses caused by events outside our reasonable control, including severe weather, transport disruptions, industrial action, utility failures, or legal restrictions. This section should be interpreted in a way that preserves your statutory consumer rights where applicable.
Force Majeure
We will not be in breach of these terms if we are prevented or delayed from performing any obligation due to events beyond our reasonable control. Such events may include fire, flood, epidemic, pandemic, adverse weather, supply shortages, civil unrest, government action, or failure of transport and communications networks. Where a force majeure event continues, we may suspend the service, revise the timetable, or cancel the affected booking without liability for resulting delay.
If a force majeure event materially affects a confirmed booking, we will try to minimise disruption and may offer a new date or alternative arrangement where practical. Any amounts already paid for services not yet performed will be dealt with in accordance with the nature of the disruption and any mandatory legal obligations. Neither party will be responsible for delays caused solely by force majeure.
If part of a service has already been completed before a force majeure event occurs, you may still be charged for work properly carried out up to that point. Any unused balance, where applicable, will be handled fairly and in line with the circumstances of the interruption. We will act reasonably in deciding whether a service can continue safely and lawfully after the event has passed.
