Service Terms and Conditions

These service terms and conditions set out the basis on which we provide domestic and commercial services in the UK. By making a booking, confirming a service request, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are intended to create a clear understanding of the booking process, payment expectations, cancellation rights, liability limits, waste handling responsibilities, and the law that governs the agreement.

For the purpose of these terms, references to “we”, “us”, and “our” mean the service provider, and “you” means the customer or person acting on behalf of the customer. These terms and conditions for service apply to all standard jobs, recurring appointments, one-off requests, and any additional work agreed during the course of the service, unless we state otherwise in writing.

By arranging a booking, you confirm that you are authorised to request the services and that any information provided to us is accurate and complete. You also confirm that the property, items, or area to be serviced can be accessed safely and lawfully. If any information changes before the appointment, you must inform us as soon as reasonably possible so we can assess whether the service remains suitable.

Booking process

A booking is usually made through an enquiry, quotation, written confirmation, or verbal agreement that is later recorded by us. A booking is only accepted when we confirm it, whether by email, message, invoice, or another written method. We may request additional details before confirming availability, including the scope of work, site conditions, approximate size of the job, and any special requirements that could affect the service.

We reserve the right to decline or reschedule a booking where the requested service is outside our capability, the location is unsafe, access is restricted, or the information provided is incomplete or misleading. If the service specification changes after confirmation, we may revise the price, timing, or duration of the appointment. Any material change may require a new quote or a revised service agreement.

Appointments are scheduled based on expected travel, workload, and availability. Arrival times are provided as estimates unless we expressly agree a fixed time. While we always aim to attend on time, delays can happen due to traffic, weather, earlier jobs running over, or circumstances beyond our control. If a delay becomes likely, we will make reasonable efforts to notify you and agree a revised time where possible.

You must ensure that someone is present at the property if attendance is required, or that clear access arrangements are in place. If we cannot gain access, or if the site is not ready for the service to start, the appointment may be treated as a wasted visit and a charge may apply. This may include situations where keys, passes, parking permission, or entry codes have not been arranged in advance.

Payments must be made in accordance with the quotation, invoice, or booking confirmation. Unless we state otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We may require a deposit, full prepayment, payment on completion, or staged payments depending on the nature of the service. Any deposit is used to secure the booking and may be non-refundable to the extent permitted by law.

Where credit terms are agreed, invoices must be paid by the due date shown. If payment is not received on time, we may suspend further work, cancel future appointments, charge reasonable recovery costs, and/or apply statutory interest and late payment charges where permitted. You are responsible for any bank fees, failed payment charges, or similar costs arising from your payment method.

Prices are based on the information available at the time of quoting. If, upon arrival, we discover that the job is larger, more complex, more hazardous, or materially different from what was described, we may amend the price before starting work or pause the service to obtain your approval. Any extra work requested during the appointment will be charged at our current rates unless otherwise agreed.

We may also charge for materials, consumables, specialist disposal, waiting time, parking, tolls, or equipment hire where these are necessary for the proper performance of the service. Any such charges will be included where reasonably possible in the original quote or otherwise explained before they are incurred. Service conditions are considered accepted when you proceed with the appointment after being informed of any revised costs.

Cancellations and rescheduling

You may cancel or rearrange a booking by giving us notice within a reasonable time. Where a cancellation is made shortly before the appointment, we may retain the deposit or charge a cancellation fee to cover lost time, reserved resources, and administrative costs. The closer the cancellation is to the appointment time, the more likely it is that a fee will apply.

If you wish to reschedule, we will try to accommodate a new date, subject to availability. However, rescheduling is not guaranteed and may be treated as a cancellation followed by a new booking if the original slot can no longer be filled or if the service involves planning, materials, or third-party arrangements. Any refund or rebooking decision will be made fairly and in line with these terms and applicable law.

We may cancel or postpone a booking where unavoidable circumstances make performance impractical or unsafe. This includes severe weather, equipment failure, staff illness, transport disruption, access issues, legal restrictions, or events beyond our control. In such cases, our liability is limited to refunding any prepaid amount for work not performed, unless a different remedy is required by law.

Where we are unable to attend, we will usually offer an alternative date or reasonable rearrangement. We are not responsible for losses arising from a cancellation or delay that is caused by events outside our reasonable control, provided we have acted fairly and taken reasonable steps to minimise disruption. Your statutory rights are not affected by this clause.

Liability is limited to the extent permitted by law. We will carry out our services with reasonable skill and care, and we accept responsibility for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. However, we do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of business, or emotional distress, except where such exclusion is not allowed by law. We are also not liable for damage caused by pre-existing faults, structural weaknesses, hidden defects, unsuitable installation, poor maintenance, or information you failed to disclose. It is your responsibility to inform us of any relevant hazards or special conditions before work begins.

You must take reasonable steps to protect valuables, fragile items, and surfaces not directly involved in the service. Unless we specifically agree otherwise, we are not responsible for the removal or replacement of fixtures, fittings, or items that are already fragile, defective, or unsuitable for the intended work. Any claim for damage must be notified to us as soon as reasonably possible so that the issue can be investigated promptly.

Waste regulations are an important part of our service framework. Where the service involves removal, disposal, or transfer of waste, both parties must comply with all applicable UK waste management requirements. You must describe the waste accurately, ensure it is presented safely, and tell us whether any item is hazardous, contaminated, or subject to special handling rules. We may refuse to collect or move any waste that is misdescribed or unsafe.

We will handle waste in accordance with applicable environmental and transport obligations, and we may use licensed carriers or authorised disposal facilities where needed. If certain items require separate treatment, you agree to cooperate with sorting, segregation, or additional disposal steps. You must not include prohibited materials, concealed dangerous goods, or items that could contaminate other waste streams unless this has been explicitly agreed and lawfully arranged in advance.

Any waste left on site after completion of the service remains your responsibility unless we have expressly agreed to remove it. Once waste has been collected by us for lawful disposal or transfer, title and responsibility may pass in line with the service arrangement and applicable law. We are not obliged to inspect every item in detail, and you remain responsible for confirming that waste presented for removal is lawful and accurately described.

Customer responsibilities

You must provide a safe working environment and disclose any known risks, including asbestos, contamination, electrical faults, unstable structures, pest activity, aggressive animals, or restricted access. You are also responsible for obtaining any permissions, consents, or approvals needed for the service, including landlord permission, management approval, or building access permissions where relevant.

Where our work depends on your cooperation, including clearing access, moving items, or providing information, you must complete those tasks on time. If delays, incomplete preparation, or inaccurate information prevent us from performing the service properly, we may charge for additional time or cancel the appointment. We will not be responsible for reduced service quality caused by your failure to meet these responsibilities.

We may take photographs or notes before, during, or after the service for operational, quality, insurance, and record-keeping purposes, unless you ask us not to for a valid reason. Any personal data collected in connection with a booking will be handled in accordance with applicable data protection law and our privacy arrangements, where relevant.

Complaints and disputes

If you are dissatisfied with any aspect of the service, you should notify us promptly and provide reasonable detail so we can review the matter. We may ask for photographs, invoices, or other information to help assess the issue. We will consider complaints in good faith and aim to resolve them within a reasonable time by repair, re-performance, partial refund, or another fair remedy where appropriate.

Nothing in these terms affects your legal rights under UK consumer law where those rights apply. If any clause is found to be invalid or unenforceable, the remaining clauses will continue to operate to the fullest extent permitted by law. Any failure by us to enforce a right on one occasion does not mean that right is waived for future bookings.

Governing law

These service terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales unless we state otherwise in writing. The courts of England and Wales will have exclusive jurisdiction, except where consumer law requires disputes to be heard elsewhere. If you are a consumer, this does not remove any rights you may have under mandatory legal protections in your own part of the UK.