Service Terms and Conditions
These service terms and conditions set out the basis on which our services are offered, booked and delivered within the United Kingdom. By requesting a service, confirming a booking or allowing work to proceed, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to give a clear, fair and practical framework for both parties, covering the booking process, payments, cancellations, liability, waste regulations and the law that applies to the agreement.
In these terms and conditions for services, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer or person authorised to arrange the work. These terms apply to all quotations, estimates, bookings and completed services unless we agree otherwise in writing. If any separate written agreement is entered into, that agreement will take priority only to the extent of any inconsistency.
We may update these service terms from time to time to reflect legal, operational or commercial changes. The version in force at the time your booking is confirmed will normally apply to that booking. If a change is required by law or for safety reasons, we may apply it immediately where necessary. Continued use of our services after updated terms are issued may be treated as acceptance of the revised version.
Booking process. A booking is usually made after you provide details of the work required, the location, access arrangements and any relevant information that may affect the service. We may provide a quotation or estimate based on the information supplied. Any quotation is typically valid for a limited period and may be withdrawn or revised if the scope of work, timing or site conditions change. A booking is only confirmed when we expressly accept it, issue confirmation, or otherwise agree to carry out the work.
Before the service begins, you must ensure that all information given is complete and accurate. This includes measurements, descriptions of the task, access restrictions, parking limitations, safety concerns, and any special requirements. If the actual circumstances differ from the details provided, we may need to adjust the price, timings or method of service. We are not responsible for delays or additional charges arising from incomplete or incorrect information supplied by you or on your behalf.
We may need to inspect the site, speak with you about the job, or request further details before confirming the booking. If the service requires permits, access permissions, tenancy approval or building management consent, you are responsible for arranging these unless we specifically agree otherwise. We may refuse or postpone a service if we believe the conditions are unsafe, unsuitable or outside the scope of the original booking.
Payments and pricing. Prices are set out in our quotation, estimate or booking confirmation, unless otherwise agreed in writing. Unless stated differently, prices may be subject to VAT or other applicable taxes. Payment may be required in full or in part before the service starts, on completion, or within a specified period after invoicing. If a deposit is required, the booking may not be secured until the deposit has been received and cleared.
You agree to pay all sums due promptly and without deduction, set-off or withholding unless required by law. If payment is not made on time, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend further work, postpone any scheduled visit, or cancel the booking if payment terms are not met. Any bank charges, failed payment fees or similar transaction costs caused by your payment method may be added to your account where lawful.
Where the service involves additional work not included in the original scope, we will normally discuss this with you before proceeding, unless immediate action is needed to protect people, property or equipment. Additional charges may apply for extra labour, materials, waiting time, repeat visits, difficult access, hazardous conditions or disposal requirements. If an estimate was provided rather than a fixed price, the final charge may differ from the estimate if the actual work required is greater than anticipated.
Cancellations and changes. If you need to cancel or reschedule a booking, you should inform us as soon as possible. Cancellation fees may apply depending on the notice given, any work already carried out, materials ordered, or third-party costs incurred. Where a booking is cancelled after preparation has begun or after resources have been allocated specifically for your job, we may charge a reasonable amount to cover our losses and administrative costs.
We may cancel or rearrange a booking if circumstances beyond our control prevent us from attending or completing the service safely or effectively. These circumstances may include severe weather, transport disruption, illness, equipment failure, safety concerns, or the unavailability of materials or access. If we must cancel for reasons within our control, we will use reasonable efforts to offer an alternative time. Our liability for cancellation will remain limited in accordance with these terms and applicable law.
If you are not present at the agreed time where your presence is required, or if access is not available, we may treat the appointment as a late cancellation or failed visit. In such cases, a call-out charge, wasted journey fee or similar reasonable charge may apply. If a service cannot be delivered because of conditions at the site, we may either reschedule or cancel the booking and charge for costs already incurred.
Performance of the service. We will carry out the work with reasonable skill and care, using appropriate methods and materials consistent with the nature of the service. Any completion date or time provided is an estimate unless expressly stated as fixed. While we aim to meet agreed timings, delays may occur due to traffic, weather, site conditions, supply issues or other events outside our control. We are not liable for delays caused by such factors, provided we act reasonably.
You must provide a safe and suitable working environment. This includes clear access, working utilities where required, and notification of known hazards such as asbestos, structural instability, concealed services, contamination, pests, or fragile surfaces. If we identify a risk that could affect health, safety or the quality of the service, we may pause the work until the issue is resolved. In some cases, we may refuse to continue if doing so would be unsafe or unlawful.
Any materials supplied by us will remain our property until paid for in full, where permitted by law. Minor variations in colour, finish, texture or batch may occur where natural or manufactured materials are involved, and these do not necessarily indicate a fault. Unless expressly agreed, we do not guarantee that the service will produce a particular commercial result, aesthetic preference or outcome dependent on factors outside our control.
Liability. Nothing in these UK service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited by law. Subject to that, we are not responsible for losses that are indirect, consequential or not reasonably foreseeable at the time of contract, including loss of profit, loss of business, loss of opportunity or loss of goodwill.
Our total liability for any claim arising out of or in connection with the service will be limited to the amount paid or payable for the specific service giving rise to the claim, except where the law requires otherwise. If more than one claim arises from the same event or series of related events, liability will be assessed in the context of the overall circumstances and the contractual limits in force. We do not accept responsibility for damage caused by your failure to follow advice, maintain equipment, disclose relevant information or protect valuables and delicate items.
Where you supply instructions, materials or products, we are not liable for defects or failures resulting from those items, unless the issue is caused by our negligence in handling them. We also accept no liability for pre-existing defects, hidden faults, deterioration, or damage caused by inherent weaknesses in the site, property or item being serviced. You should ensure that adequate insurance is in place for your own property and interests.
Waste regulations and disposal. Where the service generates waste, you agree that it will be handled in accordance with applicable UK waste regulations and environmental requirements. We will dispose of waste lawfully and responsibly, but only where disposal is included in the service or separately agreed. Certain items may require special handling, segregation or licensed disposal, and this may affect the price.
You must tell us in advance if the waste includes hazardous, controlled or unusual materials, such as chemicals, electrical items, sharp objects, contaminated materials or anything that requires specialist treatment. If such waste is discovered during the service and was not disclosed, we may stop work, amend the charge, or require you to arrange appropriate disposal. We are not obliged to remove waste that we are not permitted to handle under the relevant legal framework.
Where we remove waste on your behalf, title to that waste transfers in accordance with the service arrangement and only to the extent permitted by law. You confirm that any waste placed for removal is yours to dispose of or that you have authority to arrange its disposal. You must not request illegal dumping, improper storage or any action that would breach environmental or duty-of-care obligations. If you instruct us to act unlawfully, we may refuse and terminate the booking immediately.
Customer responsibilities. You must cooperate with us reasonably throughout the booking process and while the service is being carried out. This includes providing access, answering necessary queries, and ensuring that anyone affected by the work is informed in advance. If children, pets or vulnerable persons may be present, you must take appropriate precautions to keep them safe and out of the work area.
You are responsible for removing or protecting items that may be damaged by movement, dust, vibration, water, heat or normal service activity. We may move light or portable items only where necessary, but we are not obliged to handle valuables, fragile possessions or items that could be damaged by relocation. If you ask us to move such items, you do so at your own risk unless we agree otherwise in writing.
You must not interfere with the service while it is being performed, except to raise genuine concerns or provide essential information. If your conduct, the conduct of others, or site conditions make completion impossible or unsafe, we may suspend or terminate the service and charge for work done and costs incurred up to that point. Repeated breaches of these obligations may result in refusal of future bookings.
Complaints and remedy. If you are dissatisfied with any aspect of the service, you should raise the matter promptly so we can assess it and, where appropriate, offer a remedy. Depending on the circumstances, remedies may include a repeat visit, correction of the issue, a partial refund, or another reasonable solution. Any complaint must be made within a reasonable time after the issue becomes apparent and before the service is altered or repaired by another party, unless urgent action is needed.
We may request photographs, documents, or access to inspect the alleged issue before deciding what remedy is appropriate. If we agree that the service did not meet the standard required by these terms or by law, we will use reasonable efforts to put it right. If a remedy is not possible or would be disproportionate, any refund or price reduction will be considered in line with the value of the affected part of the service.
Nothing in this section affects your statutory rights as a consumer, where applicable. However, no claim for breach of contract, negligence or otherwise may be brought after the period permitted by law. Any attempt to rely on a defect that was caused by misuse, normal wear and tear, external damage, third-party work or failure to follow our instructions will not entitle you to a remedy under these terms.
Events outside our control. We will not be in breach of these terms if we fail to perform, or delay performance of, our obligations because of events beyond our reasonable control. Such events may include extreme weather, fire, flood, epidemic or pandemic restrictions, strikes, transport disruption, power failure, supply shortages, acts of government, civil disturbance, or other unforeseeable events. Where this occurs, we will take reasonable steps to reduce the impact and resume the service as soon as practicable.
If an event outside our control continues for a significant period, either party may be entitled to cancel the affected booking without liability for the cancellation itself, although payment may still be due for any work already completed or expenses already incurred. We will communicate any disruption as soon as reasonably possible and may suggest an alternative arrangement if suitable.
Data and records. We may keep records relating to your booking, communications, service history and payment status for operational, legal and accounting purposes. Any personal data will be handled in line with applicable data protection law and our privacy arrangements, where relevant. By entering into the service agreement, you acknowledge that we may retain information needed to administer the contract, resolve disputes and comply with legal obligations.
General provisions. If any part of these service agreement terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay by us in enforcing any right does not mean that we waive that right. Any waiver must be given in writing to be effective. You may not assign or transfer your rights or obligations under these terms without our written consent.
These terms, together with the accepted quotation, estimate or booking confirmation, form the entire agreement between the parties in relation to the service. No statement made during negotiations will override these terms unless expressly included in writing. In the event of conflict between these terms and a separate signed contract, the signed contract will prevail only to the extent of the inconsistency.
Governing law. These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory consumer law or another applicable legal requirement provides otherwise. By booking our services, you agree that the agreement will be interpreted and enforced in accordance with that legal framework.
