Service Terms and Conditions
These terms and conditions set out the basis on which our UK service provider supplies services to customers. By placing a booking, confirming an order, or accepting a quotation, you agree to be bound by these service terms. Please read this document carefully before proceeding. It explains the booking process, payment obligations, cancellation rights, liability limits, waste handling rules, and the law that applies to the agreement. These terms are designed to create a fair and clear arrangement for both parties, while reflecting the practical nature of a professional service agreement.
In these service terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer, client, or person requesting the services. Unless otherwise agreed in writing, these conditions apply to all bookings and service orders made by telephone, email, online enquiry, written acceptance, or any other means of instruction. If there is any conflict between a written quotation and these terms, the written quotation will take priority only to the extent of the inconsistency.
We may update these service conditions from time to time to reflect operational, legal, or commercial changes. The version in force at the time of your booking will usually apply to that booking, unless a later written variation has been agreed. Any variation must be expressly confirmed by us in writing and will not be implied from conversation, conduct, or informal messages. Nothing in these conditions affects your statutory rights where those rights cannot lawfully be excluded or limited.
Booking Process
All bookings are subject to acceptance by us. A request for a service does not create a binding contract until we have confirmed the booking, issued a written acceptance, or otherwise started delivering the service. We may ask for additional information before confirming a booking, including service location, access details, timing, waste type, or any other information reasonably required to assess the request. You must ensure that all information provided is complete, true, and up to date.
The service booking process may involve quotation, scheduling, confirmation, and pre-service instructions. Any quotation issued by us is usually valid only for the stated period and may be withdrawn or amended before acceptance. If the scope of work changes after a quotation has been given, we may revise the price, timing, or service arrangement accordingly. We will use reasonable efforts to keep to agreed dates and times, but any time stated for service delivery is an estimate unless we have expressly agreed otherwise in writing.
You are responsible for ensuring that the property, site, or premises are ready for the booked service on the agreed date. This includes providing safe access, accurate directions, suitable parking or loading arrangements where relevant, and notifying us of any hazards, restrictions, or special requirements. If our personnel are unable to perform the service because the site is not prepared, access is refused, or incorrect information has been supplied, we may treat the booking as a cancelled attendance and charge reasonable costs incurred.
Payments and Charges
Unless otherwise agreed, all prices are shown in pounds sterling and may be subject to applicable taxes. Payment terms will be stated in the quotation, invoice, or booking confirmation. For some services, full or partial payment may be required in advance to secure a booking. For other services, payment may be due on completion or within the stated invoice period. Failure to make payment on time may result in suspension of services, cancellation of bookings, recovery action, and/or additional charges for debt collection and administrative costs where permitted by law.
We reserve the right to vary our charges if the scope of work changes, if the customer requests additional tasks, if access conditions materially differ from those stated at booking, or if delays outside our control increase the time or resources required. Any extra charge will be reasonably calculated and, where practical, communicated before the additional work is carried out. A service agreement will normally confirm whether quotations are fixed, estimated, or subject to review based on actual attendance and work undertaken.
Payments must be made using the methods we accept from time to time. If a payment is reversed, dishonoured, or disputed without good reason, we may charge reasonable costs associated with resolving the issue. You may not withhold payment for completed services unless you have a lawful right to do so. Any set-off, deduction, or counterclaim is only permitted if agreed in writing or where required by law.
Cancellations, Rescheduling, and Delays
You may request a cancellation or rescheduling by giving notice in writing or using any cancellation method we have made available. Cancellation terms may depend on the type of service, the amount of preparation required, and whether materials, labour, or third-party costs have already been committed. If you cancel after we have allocated resources, ordered materials, or dispatched personnel, you may be charged a reasonable cancellation fee or the full fee where work has already begun, subject always to applicable consumer law.
We may also cancel, suspend, or postpone a booking where necessary due to weather, safety concerns, staff availability, equipment failure, legal restrictions, force majeure, or any other event beyond our reasonable control. In such circumstances, we will use reasonable efforts to notify you and to rearrange the service at an alternative time. We are not responsible for indirect loss arising from delay or cancellation caused by circumstances outside our control, provided we have acted reasonably and in accordance with these terms.
If you are late, unavailable, or unable to provide access at the agreed time, we may wait for a reasonable period and then either reschedule, treat the appointment as missed, or charge a waiting fee if this has been notified in advance. Repeated rescheduling or failure to cooperate may lead us to refuse further bookings. These service terms are intended to ensure that the service delivery process remains efficient, fair, and commercially workable for both sides.
Performance of Services
We will provide the services with reasonable care and skill, using personnel, equipment, and methods we consider suitable for the work agreed. Any description of the service in marketing material, quotation, or booking confirmation is intended as a general statement of what is offered and does not amount to a guarantee unless specifically stated. Where the service depends on information supplied by you, we are entitled to rely on that information unless we know or reasonably ought to know that it is incorrect.
We may refuse to continue with any service if, in our reasonable opinion, the work would be unsafe, unlawful, or materially different from what was agreed. This includes circumstances where the site is hazardous, access is blocked, the waste or materials presented are not as described, or the customer requests work that exceeds our scope. In such cases, we may stop work, leave the site, and invoice for time spent and reasonable expenses already incurred.
Waste Regulations and Environmental Compliance
Where services involve the collection, removal, handling, transfer, or disposal of waste, both parties must comply with applicable UK waste regulations and environmental laws. You must accurately identify the waste type, quantity, and any known hazards before booking and before handover. You must not present prohibited, dangerous, or misdescribed waste unless we have expressly agreed in writing and are lawfully permitted to handle it. We may refuse to accept any material that is not properly declared or that would breach regulatory requirements.
Waste remains your responsibility until lawful transfer has been completed in accordance with relevant rules. You must separate items where required, avoid mixing incompatible materials, and ensure that any containers, packaging, or items handed over are safe to handle. If we discover that waste has been incorrectly described or contains restricted substances, we may charge additional fees, return the material where lawful and practical, or notify the relevant authorities if required by law. You agree to provide any information reasonably needed for compliance records, transport notes, transfer documentation, or auditing purposes.
We may arrange disposal, recycling, recovery, or treatment through authorised facilities or contractors. Any statement about environmentally responsible handling is subject to operational capacity, legal compliance, and the nature of the material. Unless expressly stated, we do not guarantee a particular recycling outcome or end destination. The customer must not request that waste be abandoned, fly-tipped, or disposed of unlawfully. Any attempt to do so is a serious breach of these service terms and conditions.
Customer Responsibilities
You must cooperate with us in a timely and reasonable manner. This includes providing access, approvals, instructions, and information needed to complete the service. You must ensure that any products, fixtures, areas, or items affected by the service are suitable for the work to be carried out. If you ask us to work on fragile, valuable, or hidden-in-the-substrate items, you accept the risk of pre-existing defects unless we have agreed otherwise in writing.
You are responsible for obtaining any consents, permissions, building approvals, landlord approvals, or third-party authorisations needed for the service, unless we have agreed in writing to obtain them. You must also ensure that all laws, site rules, and health and safety requirements applicable to the premises are complied with. If you fail to meet these obligations, any resulting delay, loss, or additional cost may be charged to you.
Where the service requires disposal, removal, or transport of goods or waste, you confirm that you have the right to transfer those items to us and that doing so will not infringe any law, rights of ownership, or third-party claims. You shall indemnify us against losses arising from false information, unlawful instructions, or breach of your obligations under these terms, except to the extent that such loss is caused by our negligence or wilful misconduct.
Liability and Limitation of Liability
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 legally be limited. Subject to that, we will not be liable for indirect, consequential, special, or economic loss arising from the use of our services, including loss of profit, loss of business, loss of opportunity, or loss of goodwill, where such loss was not reasonably foreseeable.
Our total liability for any claim arising out of or in connection with a booking, service agreement, or service performance will be limited to the total amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law or expressly agreed in writing. This limitation applies whether the claim is made in contract, tort, negligence, misrepresentation, breach of statutory duty, or otherwise.
We are not responsible for pre-existing defects, inherent faults, normal wear and tear, hidden conditions, or problems arising because information provided by you was incomplete or inaccurate. Where we are asked to handle or remove items, you accept that minor damage may occur if the item is fragile, aged, poorly fixed, or not suitable for the service requested. We will take reasonable care, but the customer remains responsible for choosing a service appropriate to the condition of the item or site.
Complaints and Remedies
If you are dissatisfied with the service, you should notify us as soon as reasonably possible and provide enough detail for us to investigate. We may request photographs, notes, or access to the affected area so that we can assess the concern. Where a fault is attributable to us and it is fair and practical to do so, we may offer to re-perform the service, correct the issue, or provide another appropriate remedy in line with our obligations and applicable law.
Any complaint must be made within a reasonable time after the service is completed or the issue becomes apparent. We will not be responsible for defects that arise because of misuse, interference by third parties, failure to follow advice given, or circumstances outside our control. If a dispute cannot be resolved informally, either party may pursue the matter through the courts or any other lawful process available.
Suspension, Termination, and General Provisions
We may suspend or terminate a service agreement immediately if you commit a serious breach of these terms, fail to pay, provide unsafe instructions, act abusively toward personnel, or otherwise make completion of the work impractical or unlawful. If termination occurs, you must pay for work properly carried out up to the date of termination and any unavoidable costs already incurred. Termination does not affect rights and obligations that are intended to continue after the service has ended.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remainder will continue in full force. No failure or delay by us in exercising a right or remedy will operate as a waiver of that right or remedy. These service terms constitute the entire agreement between the parties in relation to the relevant booking, except where a written variation has been agreed.
Governing Law: These terms and conditions, and any dispute or claim arising from them or their subject matter, are governed by the laws of England and Wales. Where the customer is based in Scotland or Northern Ireland, mandatory local consumer protections may continue to apply where required by law, but the governing law for the contract will remain as stated unless otherwise agreed in writing.
Acceptance of Terms
By making a booking or accepting a quotation, you confirm that you have read, understood, and agree to these service terms. You also confirm that any person placing the booking on your behalf has authority to do so. These conditions are intended to provide a clear framework for a professional UK service agreement, balancing operational practicality with customer rights and legal compliance. If you do not agree to these terms, you should not proceed with the booking or allow the service to begin.
