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, confirming an order, or otherwise instructing us to carry out work, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to create a clear and fair understanding of the service agreement, including how bookings are made, when payment is due, what happens if a booking is changed or cancelled, and the limits of our responsibility.
These terms apply to all standard and custom service bookings unless we agree otherwise in writing. They are intended to support a transparent and professional relationship, whether the work involves one-off support, repeat attendance, or scheduled maintenance. Any variation to these terms of service will only be valid if agreed in advance and confirmed in writing by an authorised representative. Nothing in these terms affects your statutory rights as a consumer.
By using our professional services, you confirm that you are authorised to request the work and that the information you provide is accurate and complete to the best of your knowledge. If you are arranging services on behalf of another person, business, landlord, or organisation, you are responsible for ensuring that the instructions you give are proper and lawful. We may rely on the details provided when preparing a quote, confirming a booking, or carrying out the work.
Booking process begins when you submit an enquiry, request a quote, or otherwise ask us to provide a service. Any quotation we give is usually based on the information available at that time and may be revised if the scope, access conditions, or required materials change. A quotation is not a binding commitment unless expressly stated. A booking becomes confirmed only when we accept it and, where applicable, receive any required deposit or advance payment.
You must ensure that all information supplied during the booking process is correct, including the type of work required, the site address, access arrangements, relevant restrictions, and any known issues that may affect performance. If incorrect or incomplete information causes delays, additional labour, extra materials, or repeat attendance, we may charge reasonable additional fees. We may refuse or postpone a booking if the requested service is unsafe, impractical, unlawful, or outside our operational scope.
For scheduled appointments, you are responsible for making sure that the premises, area, or item to be serviced is accessible at the agreed time. If we cannot begin or complete the work because access is denied, keys or codes are unavailable, or the necessary permissions have not been obtained, the appointment may be treated as cancelled by you and fees may still apply. Any estimated time for attendance is approximate unless we have agreed a fixed appointment window.
We aim to carry out services with reasonable care and skill and to use suitable staff, tools, and materials. However, the exact method used may vary depending on professional judgement, safety considerations, and the nature of the task. Where we identify additional work that is necessary or advisable, we will normally explain the issue and seek your approval before proceeding, unless immediate action is required to prevent damage, injury, or further loss.
Payment terms will be set out in the quotation, invoice, or booking confirmation. Unless otherwise agreed, all prices are in pounds sterling and may be subject to VAT where applicable. Payment may be required in advance, on completion, or within a stated number of days after invoicing. If a deposit is requested, the booking may not be secured until the deposit is received in cleared funds. Late or overdue amounts may result in suspension of further services, recovery action, or interest and charges to the extent permitted by law.
You agree to pay all undisputed charges promptly and in full. This includes the agreed service fee, any approved additional work, materials, waste transfer charges, call-out fees, parking or access costs reasonably incurred, and any other sums expressly stated at the time of booking. We may issue a revised invoice where the actual service differs from the original scope because of your instructions, site conditions, hidden defects, or other factors outside our control.
Where a payment method is reversed, declined, cancelled, or later found to be invalid, you remain liable for the amount due and any associated bank or processing costs permitted by law. Title to any goods supplied as part of the service will not pass until we have received payment in full. If we are required to recover unpaid sums, you may also be responsible for reasonable debt recovery and legal costs where recoverable.
Cancellations and rescheduling must be made as soon as possible. If you need to change or cancel a confirmed booking, you should give reasonable notice. Where notice is insufficient, we may charge a cancellation fee to cover administration, reserved staff time, travel, materials ordered, or other losses. The amount charged will be fair and proportionate, taking account of the timing of the cancellation and the work already performed.
If we need to cancel or reschedule a booking due to illness, adverse conditions, safety concerns, supplier issues, or events beyond our reasonable control, we will make reasonable efforts to offer an alternative date or suitable arrangement. We are not responsible for any indirect loss arising from such changes, but we will act reasonably and communicate any material changes promptly. A cancellation right may also arise where continued performance would be unsafe, unlawful, or commercially impractical.
Liability is limited to the extent permitted by law. We will not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the supply of services, even if such loss was foreseeable.
Where we are found liable for a claim relating to the service, our total liability will normally be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. You are responsible for providing a safe working environment and for informing us of any known hazards, fragile items, concealed services, restricted access, or other risks that may affect the work. We are not responsible for damage caused by pre-existing defects, unsuitable premises, or inaccurate information supplied by you.
You must take reasonable steps to protect your property, data, and valuables before and during the service. Unless we have expressly agreed to do so, we do not accept responsibility for backup, recovery, or safeguarding of data, software, passwords, or digital content. If the service involves access to equipment, fixtures, or systems, you acknowledge that some level of interruption or minor disturbance may be unavoidable and will not, by itself, amount to a breach of contract.
Any materials removed during the performance of the service may be treated as waste, and you agree that we may handle, transport, store, or transfer such waste in accordance with applicable waste regulations and environmental requirements. We will dispose of controlled or regulated waste only through lawful and appropriate channels. Where you are responsible for the waste stream, you must ensure that hazardous, contaminated, or restricted materials are disclosed in advance and correctly separated.
We may charge additional fees for the collection, handling, documentation, transfer, or disposal of waste if these activities are not included in the original price. You must not ask us to remove items that are prohibited, dangerous, or likely to create legal or environmental risk unless we have expressly agreed to do so and all necessary arrangements are in place. If we reasonably believe that waste has been misdescribed, unlawfully placed, or cannot be removed safely, we may decline to proceed or may suspend the work.
In some cases, we may require you to retain ownership of specific waste items until disposal is completed, or to sign acknowledgements, declarations, or transfer paperwork. You agree to co-operate with any lawful requests needed to demonstrate compliance with waste handling obligations. Any breach of applicable environmental, packaging, transport, or disposal rules by you may result in additional charges, termination of the booking, or reporting to the relevant authorities where required by law.
We may suspend or terminate the service if you breach these terms, fail to pay, provide unsafe access, or request unlawful conduct. If termination occurs because of your breach, you may still be liable for all work completed, costs incurred, and reasonable losses arising from the breach. If we decide to end the arrangement without fault on your part, we will only charge for work properly carried out up to the termination date and any unavoidable committed costs.
Any timeframe, date, or schedule we provide is an estimate unless expressly confirmed as fixed. Delays caused by weather, traffic, supplier failure, site conditions, third-party conduct, or events outside our control do not amount to a breach provided we act reasonably to minimise disruption. If a delay becomes substantial, we will discuss options such as rescheduling, partial performance, or cancellation where appropriate. Time is not ordinarily of the essence unless we state otherwise in writing.
These terms, together with the quotation, invoice, and booking confirmation, form the entire agreement between the parties in relation to the service. If any part is found to be invalid or unenforceable, the remaining parts will continue in force. No failure or delay by us in enforcing a right under these service terms will operate as a waiver of that right. You may not transfer your rights or obligations without our prior written consent.
Governing law and jurisdiction: these terms are governed by the laws of England and Wales. If you are resident in Scotland or Northern Ireland, any mandatory consumer protections or local legal rights available to you will continue to apply where relevant. Any dispute arising out of or in connection with these service terms and conditions will be subject to the non-exclusive jurisdiction of the courts of England and Wales, without prejudice to any rights that cannot legally be excluded.
By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms. If you are unsure about any part of the service agreement, you should ask for clarification before the booking is confirmed. We recommend retaining a copy of the quotation and booking confirmation for your records. These terms are intended to be fair, practical, and consistent with a professional UK service conditions framework.
