Service Terms and Conditions

These service terms and conditions set out the basis on which our services are provided. By making a booking or accepting a quotation, you agree to be bound by the terms below. Please read them carefully before placing an order or confirming an appointment. These terms are intended to be fair, clear, and practical, while protecting both the customer and the service provider.

1. Scope of service
We provide professional services as described in the relevant quotation, booking confirmation, or service agreement. The exact scope, timing, and method of delivery may vary depending on the nature of the work requested. Any additional tasks not expressly included in the agreed service may be treated as extra work and may require revised pricing or a separate booking.

We reserve the right to refuse any request that is unsafe, unlawful, impractical, or outside the scope of our available resources. If a site, item, or situation differs materially from the details provided at the time of booking, we may revise the service specification, price, or schedule accordingly.

2. Booking process
Bookings may be made through the approved booking method offered at the time of enquiry. A booking is not confirmed until we have accepted it in writing, by electronic message, or by another agreed confirmation method. Any estimated date or time is given in good faith, but may be adjusted due to operational demands, weather, traffic, staff availability, access issues, or other circumstances beyond our control.

When you make a booking, you must provide accurate and complete information, including the nature of the service required, access arrangements, and any relevant risks or restrictions. If information is incomplete or misleading, we may cancel or amend the booking without liability for delay or failure to perform.

Customers must ensure that the premises, items, or locations involved are available and accessible at the agreed time. If we arrive and cannot proceed because access has not been arranged, we may charge a call-out fee or a wasted appointment fee where appropriate.

3. Prices and payments
All prices are stated in pounds sterling unless otherwise agreed. Prices may be fixed, estimated, or subject to final assessment depending on the service type and the information supplied. Any quotation is based on the details provided at the time and may be withdrawn or revised if those details change.

Unless otherwise stated, payment is due upon completion of the service or in advance for booked appointments. We may request a deposit to secure a booking, particularly for larger, timed, or bespoke services. Deposits are usually deducted from the final invoice but may be retained in whole or in part where a cancellation fee applies, or where work has already commenced.

Overdue amounts may be subject to reasonable late-payment charges and recovery costs, to the extent permitted by law. We reserve the right to suspend future services until outstanding sums are paid in full. If a payment is declined or reversed after services have been delivered, you remain responsible for the full amount due.

4. Cancellations, rescheduling, and no-shows
If you need to cancel or reschedule, please do so as soon as possible. The amount of any cancellation charge will depend on the notice period given and on whether costs have already been incurred. Short-notice cancellations may result in the loss of a deposit or a charge for time and resources reserved for your booking.

If you are not present, fail to provide access, or are otherwise unable to proceed at the scheduled time, the appointment may be treated as a no-show. In such cases, a fee may be charged to cover travel, labour, administration, and other losses reasonably incurred. Where we cancel due to circumstances within our control, we will offer a new appointment or a refund of any prepaid amount for the undelivered portion of the service.

We may also cancel or rearrange a booking if conditions are unsafe, if the service cannot lawfully be carried out, if required information was not provided, or if there is a material breach of these terms. In those circumstances, we will act reasonably and, where appropriate, communicate the reasons for the change.

5. Customer responsibilities
You are responsible for ensuring that any information provided to us is accurate, including measurements, access details, item descriptions, and any special requirements. You must inform us of known hazards, fragile materials, hidden obstructions, contaminated areas, or other conditions that could affect the safe provision of the service.

Where the service involves attendance at a property or worksite, you must ensure that the site is safe and reasonably prepared for the work agreed. This includes providing any permissions, key access, parking arrangements, or relevant approvals required for us to complete the service lawfully and efficiently. If the customer or their representatives give instructions that conflict with safety, law, or the agreed scope, we may decline to follow them.

Customers are also responsible for securing valuables, confidential documents, pets, and personal items before the service begins. We will take reasonable care, but we are not responsible for loss or damage to items that should have been protected or removed in advance.

6. Service performance and changes
We will use reasonable skill and care in carrying out the service in accordance with the information available to us. However, outcomes may depend on conditions beyond our control, including the age, condition, or prior use of the items or premises involved. Any timing given is approximate unless expressly stated otherwise.

Where a change is required because the actual work differs from the original description, we may pause the service and agree revised terms before continuing. If the customer declines the revised terms, we may stop work and charge for the work already completed and any costs reasonably incurred. If a force majeure event or similar disruption prevents delivery, neither party will be liable for delay or non-performance to the extent permitted by law.

Minor variations in appearance, finish, or outcome do not necessarily amount to a breach, especially where the service is dependent on conditions outside our control or where the result is affected by pre-existing issues.

7. 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 be limited or excluded by law. Subject to that, our liability for loss or damage arising from the service is limited to the amount paid or payable for the specific service in question, except where the law requires otherwise.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or reputational damage, to the extent permitted by law. We are also not liable for delays, failures, or damage caused by inaccurate information, hidden defects, pre-existing faults, misuse, third-party actions, or failure to follow our reasonable instructions.

If you believe damage has occurred, you must notify us promptly and provide reasonable evidence. We may inspect the issue, request supporting information, and take steps to verify whether the damage was caused by us. Any claim must be brought within a reasonable time after the service date.

8. Waste handling and regulations
Where our services involve removal, handling, transport, or disposal of waste, all activities will be carried out in accordance with applicable UK waste regulations and environmental requirements. Waste must be described accurately at the time of booking, including whether it may contain general rubbish, recyclable materials, bulky items, hazardous substances, or restricted materials.

We may refuse to remove items that are not declared in advance, are unsafe to handle, or require special licensing, packaging, or disposal arrangements. The customer must not place prohibited waste among general waste without prior agreement. If illegal, contaminated, or incorrectly described waste is discovered, we may suspend the service and charge any additional costs incurred.

Any transfer, collection, or disposal of waste may require us to act as a carrier, handler, or intermediary in line with legal obligations. By booking the service, you confirm that you have disclosed the nature of the waste honestly and that you have the authority to arrange its removal. We are not responsible for hidden waste, mislabelled items, or waste that has not been fully disclosed.

9. Complaints and remedies
If you are dissatisfied with the service, you should raise the issue as soon as reasonably possible so that we can review and, where appropriate, resolve it. Depending on the circumstances, our remedy may include re-performance of the service, a partial refund, a price adjustment, or another reasonable solution. We will not provide remedies for issues caused by customer error, misuse, failure to prepare properly, or matters outside our control.

Any complaint should include sufficient detail to allow us to understand the concern and assess the facts. We may ask for photos, written explanations, or other supporting information. Failure to allow us a reasonable opportunity to inspect or correct the issue may affect the availability of a remedy.

These service terms do not affect your statutory rights where they apply. If any part of this agreement is found to be unenforceable, the remaining provisions will continue in full force and effect.

10. Governing law and general provisions
These terms and any dispute or claim arising from them, or from the provision of our services, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another jurisdiction is required by applicable law. The courts with appropriate jurisdiction will have authority to resolve any dispute that cannot be settled amicably.

We may update these terms from time to time to reflect changes in our operations, legal obligations, or service model. The version in force at the time of booking will normally apply to that booking, unless a change is required by law. If a term is interpreted in a way that makes part of it invalid, the remainder will continue to apply.

11. Entire agreement
These terms, together with any written quotation, booking confirmation, or service-specific agreement, form the entire agreement between the parties regarding the relevant service. No statement, promise, or representation not set out in writing will form part of the contract unless required by law.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these UK service terms and conditions.