Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which our services are provided in the United Kingdom. By making a booking, confirming an order, or allowing work to begin, the customer agrees to be bound by these service terms. They are designed to create a clear understanding of how the service booking process works, how payments are handled, what happens if a booking is changed or cancelled, and how liability is limited. These terms apply to all standard service appointments, call-outs, scheduled works, and related arrangements unless we agree otherwise in writing.
In these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” or “the customer” mean the person or business requesting or receiving the service. Where relevant, the words “booking”, “appointment”, and “service order” are used to describe the arrangement under which services are supplied. These terms are intended to be read alongside any written quotation, estimate, invoice, or job confirmation issued for the work.
We may update these terms from time to time, and the version in force at the point of booking will normally apply to that job. If a change is required because of law, safety, supply issues, or operational reasons, we will use reasonable efforts to apply the updated terms fairly. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
Booking process. A service booking may be made by phone, email, online request, or any other method we make available. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment. We may request details such as the type of service needed, the property address, access arrangements, preferred dates, and any relevant safety information. It is your responsibility to provide accurate information when booking the service, including any special requirements that may affect the work, timing, or price.
Once a request has been received, we may provide an estimate, quotation, or proposed appointment window. Any estimate is based on the information available at the time and may change if the actual condition of the site, equipment, materials, or scope of work differs from what was described. Where a quotation is marked as valid for a limited time, it may be withdrawn or revised after that period. We reserve the right to refuse or cancel a booking where we reasonably believe the work cannot be completed safely, lawfully, or within the agreed scope.
If an appointment requires access, parking, permits, keys, site passes, or any other arrangements, these must be organised by the customer before the scheduled time. Failure to provide access may result in a delay charge, waiting fee, rebooking fee, or cancellation charge, depending on the circumstances. If the job is for commercial premises, you must ensure that the site is safe, that any necessary permissions are in place, and that our personnel can carry out the service without unreasonable obstruction or risk.
Payments and charges. Unless otherwise stated, payment is due in full on completion of the work or on receipt of an invoice. We may require a deposit, part payment, or full payment in advance for certain services, materials, urgent bookings, custom orders, or out-of-hours work. Accepted payment methods and any deposit requirement will be confirmed at the time of booking or on the quotation. All prices are stated in pounds sterling unless agreed otherwise.
Where VAT applies, it will be charged at the prevailing rate. Any additional costs arising from changes requested by you, hidden defects, inaccessible areas, waste disposal requirements, or material price increases may be added to the final amount due, provided that this is reasonable and consistent with the quoted scope. If payment is not received by the due date, we may charge interest and reasonable recovery costs in accordance with applicable law. We may also suspend further services until outstanding sums are settled.
Title to any goods, parts, or materials supplied remains with us until payment has been received in full. Until that time, you must not sell, transfer, or otherwise dispose of those items. Any promotional price, discount, or special offer applies only as stated and may not be combined with other offers unless we expressly permit it. Where an invoice is disputed, you must notify us promptly with full details so that we can investigate the issue in good faith.
Cancellations and rescheduling. If you need to cancel or rearrange a booking, you should notify us as soon as possible. We may allow rescheduling subject to availability, but we cannot guarantee the same date or time slot. If you cancel after we have reserved time, allocated staff, ordered materials, or begun work, we may charge a reasonable cancellation fee or recover costs already incurred. This may include any non-refundable materials, call-out charges, or wasted attendance costs.
Where a booking is cancelled because you are not present, fail to grant access, or do not provide the conditions necessary for the service to proceed, we may treat this as a late cancellation or failed appointment. If adverse weather, supplier delays, transport disruption, safety concerns, or other circumstances outside our control affect the appointment, we will use reasonable efforts to offer an alternative date or practical solution. We will not be responsible for losses caused by unavoidable schedule changes where we have acted reasonably.
We may cancel or postpone a booking if continuing would be unsafe, unlawful, or impossible due to events beyond our control, including illness, equipment failure, shortage of materials, severe weather, or changes in legal requirements. In such cases, our liability is limited to refunding any amount paid for the affected service that has not already been provided, unless the law requires otherwise. No further compensation will be payable for indirect or consequential loss arising from such cancellation or postponement.
Service performance and customer duties. You must ensure that the information you give us is complete and accurate, and that the site, property, or item to be worked on is available for inspection and service. Where work is carried out at your premises, you must take reasonable steps to protect valuables, fragile items, pets, and persons who may be affected by the service activity. We are entitled to rely on the information you provide when planning and carrying out the job.
If we discover that the actual work required is different from the original request, we may revise the price, timing, or method of service after explaining the reason for the change. You may decline the revised scope, but if so, you may still be charged for work already completed, materials used, or time reasonably spent up to that point. Any instruction given by you or your representative will be treated as authority to proceed unless we agree in writing that additional approval is required.
We may take reasonable photographs, notes, or records of the work before, during, and after completion for quality, safety, quotation, compliance, and dispute-handling purposes. Such records will be handled in line with applicable data protection law where personal data is involved. You must not interfere with the work in a way that creates a health and safety risk or prevents us from completing the service properly.
Liability and limitations. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we will only be liable for direct loss or damage caused by our proven negligence or breach of contract and only to the extent reasonably foreseeable at the time the contract was formed.
We will not be liable for loss of profit, loss of business, loss of opportunity, interruption of operations, reputational damage, or any indirect or consequential loss. We are not responsible for damage resulting from pre-existing defects, ordinary wear and tear, hidden faults, unsuitable materials supplied by the customer, instructions given against our advice, or failure to maintain items after the service has been completed. Any repair, alteration, or adjustment made by a third party after our work may also affect liability.
Where we supply equipment, parts, or materials obtained from third parties, any manufacturer warranty or supplier guarantee will apply only to the extent provided by that third party. Our service obligations do not extend to replacing items damaged by misuse, incorrect installation by others, or failure to follow maintenance instructions. If we are found liable in relation to a service job, our total aggregate liability will not exceed the amount paid for the specific service giving rise to the claim, unless a higher limit is required by law.
Waste regulations and disposal. Where our services create waste, the handling and removal of that waste will be carried out in line with applicable UK waste regulations and environmental obligations. Waste must be classified, stored, transported, and disposed of appropriately. We may remove certain waste materials as part of the service where this has been agreed in advance or where the nature of the work clearly includes clearance or disposal. Any applicable disposal charge will be made clear where reasonably possible before the work is completed.
The customer must tell us in advance about any hazardous, contaminated, restricted, or regulated materials on site, including substances that require special handling, licensing, or disposal procedures. If such waste is discovered during the work and was not disclosed, we may suspend the service until suitable arrangements are made. Additional charges may apply where specialist removal, protective equipment, sealed transport, or compliant disposal methods are required. We may refuse to handle waste that we consider unsafe, unlawful, or outside our permitted scope.
Where waste transfer notes, consignment documentation, or other records are required, we will prepare or retain them in accordance with legal obligations and operational practice. You must not instruct us to dispose of waste in a manner that would breach environmental law. If the customer wishes to retain waste or arrange separate disposal, that must be agreed before completion of the job. Any items removed by us for disposal are treated as discarded waste once accepted under the agreed service scope.
Complaints, variations, and termination. If you have any issue with the service, you should raise it promptly so we can investigate and, where appropriate, put matters right. Failure to report a defect or concern within a reasonable time may affect our ability to inspect the problem and assess responsibility. We may, at our discretion, return to inspect or remedy an issue where this is fair, practical, and legally appropriate.
Any variation to these terms, the booking, or the quoted scope must be agreed by us in writing or clearly confirmed by an authorised representative. If you request work that falls outside the original agreement, it may be treated as a separate service order and priced accordingly. We may terminate the contract with immediate effect if you fail to pay, provide false information, create a serious safety risk, or otherwise commit a material breach of these terms.
Upon termination or completion, any clauses intended to survive, including payment obligations, liability limitations, waste provisions, and governing law, will remain in force. No waiver of a right will be effective unless we choose not to enforce it on a particular occasion, and any such waiver will not prevent us from enforcing the same right later. If there is any inconsistency between these terms and a written quotation or order confirmation, the specific written terms for that job will prevail to the extent of the inconsistency.
Governing law and jurisdiction. 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 the parties have expressly agreed another applicable legal framework in writing. The courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer rights or local legal rules provide otherwise.
By booking and using our services, you confirm that you have read, understood, and accepted these terms and conditions. We recommend that you keep a copy for your records. These provisions are intended to be fair and practical, while giving both parties a clear framework for the service relationship. They apply to the fullest extent permitted by law and are designed to support transparent, lawful, and professional service delivery across the UK.
