Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which services are supplied to customers in the United Kingdom. By placing a booking, confirming an order, or allowing work to commence, the customer agrees to be bound by these terms. The wording below is intended to be clear and practical, while still reflecting the standards commonly expected in a UK service agreement. It should be read together with any quotation, scope of work, schedule, or written confirmation provided before the service begins.
The term service refers to any work, task, or professional activity provided by the business, whether one-off or recurring. References to “we”, “us”, and “our” mean the service provider, while “you” and “your” mean the customer, client, or person placing the booking. If a separate written agreement exists, that agreement may take precedence where it specifically changes these terms. Otherwise, these terms remain the main contract between the parties.
We may update these terms from time to time to reflect operational changes, legal developments, or improvements to our service process. Any updated version will apply to new bookings made after the revised terms are issued. For ongoing work, the version in force when the booking was accepted will normally continue to apply unless both parties agree otherwise in writing.
Booking process begins when you submit an enquiry, request a quotation, or otherwise ask us to provide a service. A booking is only confirmed when we accept it in writing, by email, message, invoice acceptance, or another clear method. Any estimate, availability indication, or provisional date given before confirmation is not a binding commitment unless we expressly state that it is.
To make the booking process efficient, you must provide accurate information about the work required, including access conditions, site restrictions, timing preferences, and any details that may affect the scope or price. If the information supplied is incomplete or misleading, we may revise the quotation, adjust the schedule, or decline the work. Where the service depends on measurements, inspections, or a site assessment, final confirmation may be subject to those findings.
We reserve the right to refuse or cancel a booking where we believe the service cannot be provided safely, lawfully, or within a reasonable time frame. This may include situations where the requested work is outside our capability, where resources are unavailable, or where the customer has failed to meet previous payment obligations. If a booking is accepted subject to conditions, those conditions form part of the contract and must be complied with before work starts.
Payments must be made in accordance with the quotation, invoice, or written confirmation issued for the service. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment terms may include full payment in advance, a deposit, staged payments, or payment on completion, depending on the nature and duration of the work. Any deposit requested is normally non-refundable except where we are unable to deliver the service.
If payment is due on completion or by invoice, you must pay within the stated period. Where no period is stated, payment is due immediately upon receipt of the invoice. We may suspend work, withhold delivery of results, or postpone future appointments if payment is overdue. Late payment may attract interest and reasonable recovery costs, to the extent permitted by law, and we may also charge administration fees for dishonoured payments or failed transactions.
If the service involves materials, specialist equipment, or third-party charges, these may be itemised separately or included within the overall price depending on the quotation. Any changes requested by you after booking may result in revised fees. We will normally confirm additional costs before proceeding, but if urgent circumstances require immediate action to protect safety, property, or service continuity, we may incur necessary expenses and charge them to you where lawful and reasonable.
Cancellations and rescheduling must be made within a reasonable time and, where possible, in writing. If you cancel a booking after acceptance, we may retain any deposit paid and may charge for work already completed, preparations made, or costs incurred in arranging the service. The closer the cancellation is to the scheduled date, the more likely it is that some or all of the fee will remain payable, especially where time has been reserved exclusively for you.
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 if the original booking cannot be reallocated. Where we need to postpone or cancel due to operational reasons, illness, weather, safety concerns, supplier failure, or other matters outside our reasonable control, we will contact you as soon as practicable and offer an alternative date or a refund of any amount paid for undelivered work.
If you fail to attend, fail to provide access, or are otherwise unavailable at the agreed time, this may be treated as a late cancellation or a wasted visit. In those circumstances, we may charge a call-out fee, a minimum service fee, or the reasonable cost of time and travel already committed. Repeated missed appointments or unreasonable delays may lead us to withdraw future availability or require prepayment for any further service bookings.
Service performance and customer responsibilities require cooperation from both parties. You must ensure that we have safe access to the relevant area, accurate instructions, and any permissions needed to carry out the work. You are also responsible for removing valuables, protecting delicate items where appropriate, and notifying us of any hazards, asbestos concerns, hidden services, restricted access, or other site-specific issues before the service begins.
We will carry out the service with reasonable care and skill, using suitable personnel, tools, and procedures. If the scope of work changes during delivery, we may need to pause the service, update the quotation, or agree additional work before continuing. Where the customer asks us to proceed despite a known risk or limitation, we may do so only if it is lawful and safe, and any resulting impact on the outcome may not be treated as a fault in the service itself.
Liability is limited to losses that are foreseeable and directly caused by our breach of contract, negligence, or failure to exercise reasonable skill and care. We will not be responsible for indirect, special, or consequential losses such as loss of profit, loss of business, loss of opportunity, or reputational harm, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Where goods, materials, or equipment are supplied as part of the service, any defects will be handled in accordance with applicable consumer or commercial law, as relevant to the transaction. However, we do not accept responsibility for deterioration, wear and tear, or damage caused by misuse, third-party interference, lack of maintenance, or failure to follow our instructions. If you ask us to work on older, fragile, or previously altered systems, the risk of hidden faults or pre-existing issues may be higher, and we will not be liable for those underlying conditions.
Waste regulations apply where the service generates or handles waste, debris, packaging, or removed materials. You agree to comply with all applicable UK waste rules and to cooperate with any lawful arrangements we make for the collection, sorting, transport, or disposal of waste. Where we remove waste as part of the service, it may be transferred only to authorised facilities or handled by approved contractors, in line with regulatory requirements and accepted environmental practice.
Some waste streams may require special handling, segregation, or documentation. This can include bulky items, electrical waste, hazardous materials, contaminated substances, or materials subject to specific disposal controls. You must tell us in advance if the site contains regulated or potentially hazardous waste. We may refuse to remove items that are unsafe, unlawfully presented, or outside the scope of our licence or operating permissions. If additional disposal costs arise because of the type or volume of waste, these may be charged to you.
Any materials left behind after the service, including packaging, replaced components, or removed items, will be dealt with as agreed in the booking or invoice. Unless we agree otherwise in writing, title to waste transferred for disposal passes in accordance with the disposal arrangement and relevant law. You must not ask us to dispose of items in a manner that would breach environmental standards, licensing conditions, or duty-of-care obligations.
Customer warranties mean you confirm that you have the right to request the service, that the information you provide is accurate, and that any necessary consents, licences, or permissions have been obtained. If a third party later challenges our access or performance because those permissions were missing or incomplete, you may be responsible for the resulting delay, cancellation, or additional cost. You also warrant that any materials or instructions supplied by you are safe and suitable for the intended work.
We may rely on your instructions where they are reasonably clear, but we are not obliged to follow any instruction that would breach law, compromise safety, or fall outside the agreed scope. If we identify a potential issue with the service specification, we may seek clarification before proceeding. If clarification is not provided in time, we may suspend the work until the matter is resolved.
Delay, force majeure, and suspension may apply where events outside our reasonable control affect our ability to deliver the service. Such events can include severe weather, accidents, transport disruption, illness, utility failure, supply shortages, industrial action, or changes in law. In those circumstances, we may reschedule the work, extend deadlines, or suspend performance without being liable for delay caused by the event, provided we act reasonably and keep you informed where practicable.
If your conduct, site conditions, or failure to cooperate prevents us from carrying out the service safely or efficiently, we may suspend or terminate the booking. This includes abusive behaviour, unsafe premises, repeated non-payment, or refusal to follow essential instructions. If we terminate for these reasons, any sums already due for work performed, time reserved, or costs incurred remain payable.
Intellectual property, where relevant to the service, remains ours unless we expressly transfer it in writing. This may include templates, reports, methods, documentation, designs, or other materials created in connection with the service. You receive a limited right to use deliverables for the intended purpose of the booking, but you must not copy, resell, publish, or exploit them beyond that purpose without permission, unless the law gives you a separate right.
Complaints and disputes should be raised promptly so that we can investigate and, where appropriate, correct the issue. We may ask for photographs, records, or other evidence to help assess the concern. If a genuine problem is identified, we may choose to repair, re-perform, reduce the price, or provide another fair remedy depending on the circumstances and the legal rights available to you. Any remedy offered will be reasonable and proportionate to the fault found.
If a dispute cannot be resolved informally, the parties should continue to act reasonably and avoid escalating costs unnecessarily. Nothing in these terms prevents either party from seeking legal advice or using any permitted alternative dispute resolution process. If a court finds any part of these terms unenforceable, the remaining provisions will continue in effect as far as the law allows.
Governing law and jurisdiction are important to this agreement. These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales unless the parties agree otherwise in writing. The courts of England and Wales will have exclusive jurisdiction, except where consumer law or mandatory legal rules provide otherwise.
For business customers, any additional terms agreed in writing may sit alongside these terms, but they will not override mandatory legal protections or any obligation that cannot be excluded by law. If there is any conflict between a quotation, invoice, schedule, and these terms, the more specific document will apply to the extent of the conflict, provided it does not remove statutory rights. These terms are designed to support fair, transparent, and professional service delivery across the UK.
By confirming a booking, paying a deposit, or allowing the service to proceed, you acknowledge that you have read, understood, and accepted these Terms and Conditions. You should keep a copy for your records. If you do not agree to any part of these terms, you should not proceed with the booking or permit the work to start. Continued use of the service after a change to the terms will be treated as acceptance of the revised version for future bookings.
