Service Terms and Conditions
These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. They are intended to create a clear understanding of how a service booking is made, how payment is handled, what happens if an appointment is changed or cancelled, and how responsibilities are shared. By requesting or accepting a service, the customer agrees to be bound by these terms, together with any written quotation, schedule, estimate, or service specification provided in connection with the work.
Booking process. A booking may be made by phone, email, online form, or any other accepted method. A booking is only confirmed once it has been accepted by us, either in writing or through an agreed confirmation process. Any dates, times, or service windows are estimates unless expressly stated otherwise. We may request additional information before confirming a booking, including access details, photographs, measurements, or other information necessary to assess the work properly. If the information provided is incomplete or inaccurate, we may revise the booking, pricing, or scope of the service.
Where a customer asks for a quotation, the quotation will generally remain valid for the period stated on it, or if no period is stated, for a reasonable period only. A quotation is based on the assumptions available at the time it is issued. If the actual conditions differ from those described, the service provider may adjust the price, timing, or method of delivery. Any agreed changes to the booking should be recorded in writing to avoid misunderstanding.
Customers must ensure that the service site is ready at the agreed time and that all necessary access is available. This includes providing safe entry, suitable parking or unloading arrangements where required, and any permissions needed to carry out the work. If the service cannot be completed because access is denied, the premises are unsuitable, or the customer is not present where attendance is required, the booking may be treated as cancelled by the customer and charges may apply.
Payments and charges. Unless otherwise agreed in writing, payment is due in full on completion of the service or on receipt of invoice, whichever is specified. We may require a deposit or advance payment to secure the booking, especially for larger jobs, specialist services, or where materials are ordered in advance. Any deposit paid may be non-refundable to the extent permitted by law if the customer cancels after work has been reserved or preparation costs have been incurred.
All charges are stated in pounds sterling unless otherwise noted. Prices may be subject to VAT or other applicable taxes where required by law. If the scope of the service changes after booking, additional charges may apply for extra labour, travel, materials, disposal, waiting time, or out-of-scope work approved by the customer. Invoices must be paid by the stated due date. If payment is late, we may charge interest and recover reasonable costs of collection, subject to applicable law.
Cancellations and rescheduling. The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy is stated in the quotation or booking confirmation, we may charge for cancellations made after we have allocated time, ordered materials, assigned staff, or otherwise prepared for the service. The amount charged will depend on the stage reached and the costs already incurred. For time-sensitive work, late cancellation may result in the full service fee being payable.
We may also cancel or reschedule a booking where necessary due to illness, safety concerns, weather, access issues, supply interruptions, operational difficulty, or circumstances beyond our reasonable control. If we do so, we will aim to offer an alternative date or refund any amount already paid for the undelivered element of the service. We will not be responsible for any indirect losses arising from a reasonable change of appointment, except where liability cannot be excluded under law.
The customer is responsible for ensuring that any cancellation request is made in the required manner and within the relevant timeframe. If the service includes materials that have already been specially ordered, those costs may remain payable. If a service is postponed at the customer’s request, we may treat the original booking as cancelled and create a new booking, depending on availability and the amount of notice given.
Service standards and customer responsibilities
Performance of services. We will provide the services with reasonable care and skill and in accordance with the agreed specification, quotation, or description. Any dates provided are estimated unless stated as fixed deadlines. If performance depends on materials, third-party access, or information from the customer, we are not liable for delay caused by factors outside our control. Minor variations that do not materially affect the use or purpose of the service may be made where reasonably necessary.
Customers must provide accurate information relevant to the work, including any known hazards, site conditions, restrictions, or special requirements. The customer is responsible for securing valuables, removing fragile items where appropriate, and ensuring the work area is clear and safe unless the service expressly includes preparation. If we reasonably believe the site is unsafe or that carrying out the work would breach health and safety requirements, we may suspend or refuse to continue the service until the issue is addressed.
Where the service involves keys, codes, login details, or other confidential access information, the customer must ensure that such information is accurate and permitted to be shared. We will use any such information only for the purpose of providing the service and will take reasonable care to protect it. However, the customer remains responsible for changing access details after the work if that is necessary for security reasons.
Waste regulations. If the service generates waste, disposal will be handled in line with applicable UK waste regulations and any lawful local requirements relevant to the service. Waste will only be removed, transported, stored, or transferred in a lawful manner. The customer must disclose in advance any hazardous, restricted, contaminated, or unusual materials so that appropriate arrangements can be made. We may refuse to handle waste that cannot lawfully or safely be collected under the agreed service.
Unless expressly included, waste disposal charges may be additional. These charges may cover labour, loading, transportation, disposal fees, segregation, and compliance costs. The customer must not include prohibited items, dangerous substances, clinical waste, asbestos, or other regulated materials unless this has been specifically agreed and lawful arrangements are in place. If undisclosed waste is discovered, we may stop work, require the customer to arrange removal, or apply additional charges where lawful.
Any waste transfer documentation, if required, will be completed in accordance with applicable law. The customer agrees to provide accurate descriptions of materials and to cooperate with any reasonable steps needed to ensure correct disposal. We reserve the right to decline to collect waste where doing so could breach environmental, transport, safety, or licensing rules. Ownership of waste passes only when lawful collection and acceptance have taken place.
Liability and limitations
Liability. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability arising from or in connection with the service, whether in contract, tort, negligence, misrepresentation, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is required by law.
We are not responsible for losses that are not reasonably foreseeable, including loss of profit, loss of business, loss of opportunity, or indirect or consequential losses, except where such exclusion is prohibited. We are also not liable for damage caused by pre-existing defects, hidden faults, structural weakness, customer negligence, or failure to follow reasonable instructions. Where goods, materials, or equipment are supplied by third parties, our responsibility is limited to reasonable care in selection and handling, unless otherwise required by law.
If the customer believes the service is defective, they should notify us within a reasonable time and allow an opportunity to inspect and, where appropriate, remedy the issue. Reasonable remedial action may include re-performance, repair, replacement, or partial refund depending on the circumstances. Any claim must be supported by sufficient detail to identify the issue and to allow investigation. The customer must take reasonable steps to minimise any loss or damage.
Events beyond our control. We shall not be in breach of these terms if we are prevented from or delayed in performing the service by an event outside our reasonable control. This may include severe weather, fire, flood, epidemic, industrial action, transport disruption, supply failure, utility outages, acts of government, or other unforeseen events. If such an event occurs, we will take reasonable steps to mitigate the effect and resume performance as soon as reasonably practicable.
Variation, suspension, and termination. We may update these service terms from time to time, but any change will not affect bookings already confirmed unless required by law or mutually agreed. We may suspend or terminate the service if the customer materially breaches these terms, fails to pay sums due, provides false information, or behaves in a way that makes continued performance unsafe or unreasonable. In such cases, any amounts due for work already carried out, materials ordered, or costs incurred may remain payable.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure to enforce any right or provision shall not be treated as a waiver of that right. These terms, together with the booking confirmation and any written quotation or service specification, form the entire agreement between the parties regarding the service.
Governing law
Governing law and jurisdiction. These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the law of England and Wales unless another part of the United Kingdom law is required by applicable legal rules. The courts having jurisdiction in the relevant part of the United Kingdom shall have exclusive jurisdiction over any dispute, subject to any mandatory consumer rights or statutory remedies that apply.
The customer and service provider agree that these terms are intended to be interpreted consistently with applicable consumer protection legislation, fair trading requirements, and any other mandatory laws in force in the UK. If a dispute arises, both parties should first seek to resolve it in good faith by reviewing the booking details, payment records, and the nature of the service provided. These terms are designed to set out a fair and practical framework for the delivery of services while preserving statutory rights that cannot be excluded.
