Terms and Conditions for UK Service Booking and Delivery
These service terms and conditions set out the basis on which our services are supplied to customers in the United Kingdom. By making a booking, requesting a quote, confirming an order, or allowing work to begin, you agree to be bound by these terms. They are intended to provide clear rules for the booking process, payment arrangements, cancellations, liability, waste management obligations, and the law that governs the agreement. If you do not agree with any part of these terms, you should not proceed with a booking.
These terms apply to service bookings made by individuals, households, landlords, property managers, and businesses, unless we agree in writing to different conditions. We may update these terms from time to time, and the version in force at the time of your booking will apply to that service unless a later version is expressly accepted by both parties. For the avoidance of doubt, these service terms are designed to work alongside any written quote, estimate, job confirmation, or service specification provided before the work begins.
In these terms, references to “we”, “us”, and “our” mean the service provider; references to “you” and “your” mean the customer or person placing the booking. A “booking” means any request for services that is accepted by us, whether made online, by phone, by email, or through a written instruction. A “service” means the specific work, collection, visit, installation, maintenance, or related task described in the accepted booking. These UK service terms and conditions should be read carefully before confirmation.
Booking process begins when you submit a request, provide the necessary information, and receive an indication of availability, price, or scope. We may require photographs, measurements, access details, service location, timing preferences, or other information needed to assess the request. Any estimate we give before visiting the site may be based on the information supplied by you and may change if the actual conditions differ. A booking is only confirmed when we accept it expressly or commence the service.
You must ensure that all information provided during the booking process is complete, accurate, and not misleading. If important details are omitted or later found to be incorrect, we may revise the price, change the timetable, or decline to proceed where the service cannot be delivered safely or effectively. We may also require a deposit, advance payment, or written acceptance before reserving a date. Time slots are scheduled in good faith, but arrival times may be approximate where travel, weather, traffic, or prior work affects the schedule.
If a service requires access to your property or to a shared area, you are responsible for making suitable arrangements for entry, parking, permits, permissions, security codes, keys, and any other access requirement. You must ensure that the area is safe and reasonably prepared for the agreed work. Where we cannot access the site, or cannot complete the service because of an issue within your control, we may charge a call-out fee, wasted visit fee, or the reasonable cost of return attendance. These booking terms are intended to prevent avoidable delay and disruption.
Payments must be made in the manner and by the deadline stated on the quote, invoice, or order confirmation. Unless we agree otherwise in writing, prices are shown exclusive of any additional charges that may arise from unexpected access issues, additional labour, specialist disposal, urgent attendance, or customer-requested changes. Where a deposit is required, the booking may not be secured until the deposit has cleared. Any balance must be paid no later than the due date set out in the invoice or immediately upon completion where payment on completion applies.
We reserve the right to suspend or delay work if payment is overdue, if card details fail, if a bank transfer is not received, or if there is a genuine dispute about the payment method. If you delay payment, we may recover reasonable costs associated with chasing the debt, including collection charges and lawful interest where permitted. We may also refuse future bookings where there has been non-payment, repeated late payment, or a pattern of cancellation without good reason. All service charges are payable in sterling unless stated otherwise.
Any quotation or estimate is valid only for the period stated in it, or if no period is stated, for a reasonable time based on normal trading conditions. A quotation may be withdrawn if there is a material change in the service requirement, cost of materials, labour availability, site conditions, or legal obligations. Where work is undertaken in stages, we may invoice separately for completed stages, materials ordered, or part-performance already delivered. VAT, if applicable, will be charged at the prevailing rate. Discounts, vouchers, and promotional offers may be withdrawn where the relevant conditions are not met.
Cancellations and rescheduling must be made as early as possible. If you wish to cancel or move a booking, you should notify us promptly so we can release the reserved time. Where cancellation occurs shortly before the scheduled start time, we may charge a cancellation fee reflecting the loss of the reserved slot, preparatory costs, labour already incurred, or materials specially ordered for your booking. Any non-refundable deposit may be retained to the extent permitted by law and by the circumstances of the booking.
You acknowledge that some services involve immediate allocation of staff, equipment, or materials. For that reason, late cancellation may cause real loss and inconvenience. If we have already attended the site, started work, or incurred costs specifically for your service, you may be charged for the work done up to the point of cancellation. If we need to cancel or reschedule due to circumstances beyond our reasonable control, we will use reasonable efforts to offer an alternative date or suitable remedy, but we will not be liable for indirect losses resulting from the change.
Where a booking is made at short notice or scheduled within a narrow time window, changes may be more difficult to accommodate. We therefore recommend that you review your availability and access arrangements before confirming a UK service booking. If a service depends on weather, third-party attendance, or specialist equipment, the timing may need to move for safety or operational reasons. In such cases, any revised appointment will be treated as the continuing performance of the original agreement rather than a fresh contract.
Liability is limited to losses that are a foreseeable result of our breach, negligence, or failure to carry out the service with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded. If you are a consumer, your statutory rights are not affected. We do not accept responsibility for losses that arise from inaccurate information supplied by you, improper use of the service after completion, or failure to follow any reasonable instructions we provide.
Where the service involves moving items, working at height, handling waste, or using tools or equipment, you are responsible for informing us of any hidden risks, hazardous materials, fragile items, structural concerns, or site-specific restrictions. We may refuse to perform work that we reasonably believe to be unsafe, unlawful, or beyond the agreed scope. We will not be liable for damage caused by pre-existing defects, normal wear and tear, latent faults, or circumstances outside our control. Our total liability for any claim arising from a service will not exceed the amount paid or payable for the relevant booking, unless the law requires otherwise.
Where business customers are involved, we shall not be liable for indirect or consequential losses, loss of profit, loss of revenue, loss of business, business interruption, or loss of goodwill, to the fullest extent permitted by law. If you believe a service issue has occurred, you must notify us within a reasonable time and provide enough detail for us to investigate. You must also take reasonable steps to reduce any loss. Nothing in these terms and conditions for services prevents either party from relying on mandatory legal rights or duties that apply under UK law.
Waste regulations apply whenever our work produces waste, packaging, removed items, debris, or materials requiring disposal. You agree to provide accurate information about the nature, quantity, and condition of any waste before the booking begins. If waste includes restricted, hazardous, electrical, chemical, contaminated, clinical, sharp, heavy, or otherwise regulated material, you must tell us in advance. We may refuse to collect, move, or dispose of any waste that cannot lawfully be handled within the scope of the booking or without additional protective measures.
All waste will be handled in accordance with applicable UK waste regulations, environmental duties, and disposal requirements. You must not ask us to remove items that are illegal to transport, store, or dispose of, unless a lawful method has been arranged and agreed. Where a service includes waste collection or removal, ownership of the waste passes only when permitted by law and only to the extent described in the booking. If incorrect waste has been presented, we may revise the price, separate the loads, leave unsuitable items in place, or charge for lawful additional disposal.
It is your responsibility to ensure that any waste handed over is properly described and that you have the authority to arrange its removal. We may need to record or evidence waste movements, transfer details, collection information, or other compliance data where required by law. You agree to cooperate with any reasonable request for information needed to meet environmental or regulatory obligations. If a site contains materials that require specialist handling, we may pause the service until the correct arrangements are made. These waste terms are necessary to keep the service safe and lawful.
We may refuse or stop a service if performance would breach health and safety requirements, environmental law, sanctions rules, licensing conditions, or any other legal obligation. If work has already started and we have to stop for legal reasons caused by circumstances on your side, you may still be charged for time, labour, and materials already used. You agree to keep the site free from hidden dangers, pests, unsafe structures, aggressive animals, and any conditions that may cause injury or prevent lawful completion of the service. Reasonable cooperation from you is part of the contract.
All intellectual property in our documents, branding, templates, and descriptions remains ours or our licensors’ property unless otherwise agreed in writing. Any personal data provided for booking and service management will be handled in accordance with applicable data protection law and our lawful business purposes. We may keep records of bookings, payments, communications, and service outcomes for accounting, compliance, dispute resolution, and operational purposes. We will not use such information for unrelated purposes unless permitted by law or by your consent. These service conditions are intended to be practical and transparent.
This agreement may be transferred by us to a successor business, assignee, or contractor where necessary for performance or business continuity, provided your rights are not materially reduced. You may not transfer your rights or obligations without our written consent. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay by either party in enforcing a right does not amount to a waiver of that right. Headings are included for convenience only and do not affect interpretation.
Nothing in these terms creates a partnership, employment relationship, or agency between the parties. Each booking is governed by the specific instructions and accepted scope agreed for that job, together with these general service terms and conditions. If there is any inconsistency between a written quote and these terms, the written quote will prevail only to the extent of the inconsistency and only if it clearly states that it overrides the general terms. Any variation must be agreed in writing by an authorised representative of both parties.
These UK service terms are intended for lawful use across standard service arrangements and should not be treated as legal advice. We may amend procedural details such as booking steps, payment timing, or operational requirements where necessary to reflect changes in law or business practice, provided that the core legal effect of the agreement is preserved for existing confirmed bookings unless a change is required by law. Customers are encouraged to read the terms carefully each time they place a new booking so they remain aware of the applicable conditions.
Governing law and jurisdiction: This agreement, and any dispute or claim arising from or connected with it, shall be governed by the laws of England and Wales, unless mandatory consumer law states otherwise. The courts of England and Wales shall have exclusive jurisdiction, except where a consumer has the right to bring a claim in another competent UK jurisdiction under applicable law. By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions.
