UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. By making a booking, placing an order, or otherwise requesting a service, you agree to be bound by these terms. They are intended to create a clear and fair framework for both parties, covering the booking process, payment arrangements, cancellations, liability, waste regulations, and the law that applies to the contract. Throughout these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer.

These terms apply to all UK service agreements unless a separate written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Nothing in these terms is intended to affect your statutory rights as a consumer where those rights cannot legally be excluded or limited.

We may update these terms from time to time to reflect changes in our services, operational requirements, or applicable law. The version that applies will normally be the version in place when your booking is accepted. You should read these terms carefully before confirming any instruction or entering into any service arrangement with us.

1. Booking Process

All service bookings are subject to availability and acceptance. A booking request may be made by telephone, email, online form, or another agreed method. However, a request does not become binding until we confirm it. We may decline a booking without giving a reason, especially where we do not have the required availability, the requested work falls outside our scope, or we reasonably believe that the service cannot be delivered safely or lawfully.

When making a booking, you must provide accurate and complete information, including the type of service required, the relevant address or site, access details, and any special requirements that may affect performance. If the information you provide is incomplete or incorrect, we may need to revise the quotation, change the schedule, or cancel the booking. Any delay, extra cost, or inability to complete the work caused by inaccurate information may be charged to you.

Once a booking is accepted, we will normally issue a confirmation setting out the agreed service, date or time window, estimated duration, and any assumptions on which the booking is based. Service terms relating to pricing, access, and site conditions will be treated as part of the contract. If you ask us to change the scope of work after confirmation, we may treat that as a variation and update the fee or schedule accordingly. Any variation is only effective once agreed by us.

2. Payments and Charges

Unless otherwise agreed in writing, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotations are usually based on the information available at the time and may assume standard access, normal working conditions, and no unusual hazards or delays. If the actual circumstances differ materially from those described, we may adjust the charge to reflect the additional time, labour, materials, equipment, or disposal costs reasonably required.

Payment terms will be confirmed at booking or on the invoice. In many cases, payment is required in full on completion, but we may require a deposit, staged payments, or advance payment for certain services, including where specialist materials are ordered or where the job involves high-value labour or waste handling. If payment is not made by the due date, we may charge interest and recover reasonable costs incurred in pursuing the debt, to the extent permitted by law.

We reserve the right to suspend or refuse further work if any invoice remains unpaid. You must not withhold payment for undisputed elements of the service except where you have a legal right to do so. Any bank charges, chargeback fees, or third-party payment processing costs arising from a failed or reversed payment due to reasons attributable to you may be recovered from you.

3. Cancellations, Delays and Rescheduling

You may cancel or reschedule a booking by giving us reasonable notice. Because we allocate time, staff, and equipment in advance, cancellation terms may include charges where notice is short or where costs have already been incurred. If you cancel after materials have been ordered, a deposit has been spent, or the team has already attended site, you may be responsible for those costs and for a cancellation fee where applicable.

If you are a consumer and the service is booked at a distance or off-premises, you may have a legal right to cancel within the statutory cooling-off period, subject to any lawful exceptions. Where you expressly ask us to begin work during that period, you may be required to pay for work already carried out if you later cancel. We will provide any required pre-contract information in line with consumer law where it applies.

We will use reasonable efforts to attend on the agreed date and within any stated time window, but times are estimates and may be affected by traffic, weather, supply issues, site conditions, emergencies, or events outside our control. If we need to delay or reschedule due to circumstances beyond our reasonable control, we will notify you as soon as practicable and arrange a new appointment. We will not be liable for losses arising solely from such delays, except where liability cannot lawfully be excluded.

4. Your Responsibilities

You must ensure that the site is ready for the service to be carried out safely and efficiently. This includes providing access, parking arrangements where relevant, reasonable working space, and any information about hidden services, fragile items, restricted areas, or hazards that may affect the work. You must also ensure that any necessary permissions, consents, landlord approvals, or building management approvals are obtained before the service begins.

If our team cannot complete the service because of blocked access, unsafe conditions, lack of power, inadequate information, or the absence of required permissions, we may charge for wasted time, travel, and any costs already incurred. You are responsible for securing valuables, removing items that may obstruct the work, and making sure the site remains safe for our personnel and any third parties. Where children, pets, or vulnerable persons are present, you must take appropriate steps to keep them away from operational areas.

You must not ask us to carry out work that is illegal, unsafe, or outside the agreed scope. If we identify a risk to health, safety, property, or compliance with law, we may pause or stop the service until the issue is resolved. If the issue is not resolved within a reasonable time, we may cancel the booking and charge for work already performed and costs reasonably incurred.

5. Liability and Service Standards

We will provide our services with reasonable skill and care and in accordance with the description agreed at booking. If we fail to meet this standard, you may be entitled to a repeat performance or a partial refund, depending on the circumstances and your legal rights. Nothing in these UK service terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under law.

Subject to the paragraph above, we shall not be liable for indirect or consequential losses, loss of profit, loss of business, loss of goodwill, or loss of data, except where such exclusion is not permitted by law. Our total liability for any claim arising out of a booking, whether in contract, tort, 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 pre-existing faults, hidden defects, wear and tear, or damage caused by circumstances outside our control. If we are instructed to work on fragile, aged, or previously compromised materials, you accept that the risk of incidental damage may be higher. We will take reasonable care, but you acknowledge that some services involve inherent risks that cannot be removed entirely, especially where access is restricted or surfaces are unstable.

6. Waste Regulations and Disposal

Where the service involves removal, handling, collection, transfer, or disposal of waste, both parties must comply with applicable waste regulations in the UK. You agree to provide accurate information about the nature of any waste, including whether it contains bulky items, mixed materials, electrical items, hazardous substances, or other controlled waste. We may refuse to handle waste that is unsafe, unclassified, contaminated, or not covered by the booking.

Waste transfer, segregation, transport, and disposal will be carried out in accordance with relevant legal requirements, and any additional charges arising from special handling, licensing, container use, or compliant disposal may be added to the invoice. If you represent that waste is non-hazardous but it later proves to require specialist handling, we may recover the resulting extra costs from you, including any costs imposed by carriers, facilities, or regulators.

Unless otherwise agreed, you retain responsibility for making accurate declarations about the origin and composition of the waste. You must not include prohibited items in waste presented for collection, and you must ensure that any items needing decontamination or separate treatment are identified in advance. We may refuse collection or suspend the service if we believe that proceeding would breach legal, safety, or environmental obligations.

7. Complaints, Variations and Termination

If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate. Any complaint should include enough detail to allow us to understand the issue, the date of the service, and the outcome you are seeking. We will consider all reasonable complaints in good faith and may offer a remedial visit, a partial refund, or another appropriate remedy depending on the facts and your legal entitlements.

We may vary the service or terminate the agreement if continued performance would be impractical, unsafe, unlawful, or commercially unreasonable. This includes situations where you fail to cooperate, repeatedly change the scope of work, withhold necessary information, or become abusive or threatening toward our personnel. Termination does not affect rights or obligations that have already accrued, including payment for work carried out and any lawful cancellation charges.

Any amendment to these terms or to the agreed service must be made in writing, unless we expressly agree otherwise. A failure or delay in exercising any right under these terms does not mean that the right has been waived. If any provision is invalid or unenforceable, it shall be interpreted, so far as possible, in a way that preserves the intention of the parties and the remaining provisions shall continue to apply.

8. Governing Law and Jurisdiction

These service terms and conditions and any dispute or claim arising from them shall be governed by the laws of England and Wales, unless the service is supplied from another part of the UK and the applicable mandatory rules require otherwise. Where the service is contracted with a business customer, the courts of England and Wales shall have exclusive jurisdiction unless we agree a different forum in writing.

If you are a consumer, you may also have the right to bring proceedings in the courts of the part of the UK in which you live. Nothing in this clause affects any mandatory consumer protection rights or jurisdictional rights that cannot be excluded by contract. These terms are intended to be read consistently with applicable consumer, contract, and waste laws in force from time to time.

Final provision: These terms form the entire agreement between you and us in relation to the service, unless expressly varied in writing. By confirming a booking, you acknowledge that you have read, understood, and accepted the terms governing the service contract, payment, cancellation, liability, and regulatory compliance. Different service categories may involve additional written conditions, and where they do, those conditions will apply alongside these terms.