UK Service Terms and Conditions

These UK service terms and conditions set out the basis on which services are provided, booked, paid for, cancelled and delivered. By requesting a service, the customer agrees to be bound by these terms as well as any written quotation, proposal, work order, invoice, or service schedule issued before or during the provision of the work. These service terms and conditions are intended to create clarity, reduce misunderstandings, and explain the responsibilities of both parties in a fair and practical way.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refer to the person, business, or organisation purchasing or receiving the services. References to the services include any agreed work, labour, attendance, inspection, installation, maintenance, remedial work, or associated tasks described in the booking confirmation or quote. If there is any inconsistency between these terms and a written agreement, the written agreement will prevail to the extent of that inconsistency.

These terms are designed for use in the United Kingdom and should be read as a general legal page for service-based transactions. They are not a guide, and they do not replace specialist legal advice for a particular contract or regulated activity. The customer is responsible for ensuring that the information provided during booking is accurate, complete, and not misleading, especially where the nature of the site, access, time restrictions, health and safety risks, or required permissions may affect delivery of the service.

1. Booking process

A booking is only considered accepted once we have confirmed it in writing, by email, message, invoice, order confirmation, or other recorded method. Any estimate, availability note, or quotation issued before that point is an invitation to proceed and not a binding acceptance. We may request further information before confirming a booking, including property details, service scope, preferred dates, access arrangements, and any special conditions that may affect performance. The customer must review all booking details carefully and notify us promptly of any errors.

We reserve the right to decline a booking, reschedule a visit, or withdraw an offer where the requested service is outside our capability, the customer has not provided sufficient information, the site appears unsafe, or circumstances make performance impractical. Where the service depends on access, parking, permits, third-party approvals, or the presence of certain materials or equipment, the customer must ensure that these arrangements are in place unless we have expressly agreed otherwise in writing. Any delay caused by missing information, restricted access, or failure to prepare the site may be treated as a customer delay.

2. Quotations and scope of work

Any quotation is based on the information available at the time it is issued. Unless stated otherwise, quotations remain valid for the period specified in the quotation or, if no period is stated, for a reasonable period only. We may revise a quotation if the customer changes the scope, if hidden or additional work is required, if the site conditions differ from the information supplied, or if prices for labour, materials, or third-party charges materially change before the work begins.

The service scope includes only the items expressly described in the quotation or booking confirmation. Additional work, urgent call-outs, extra visits, or supplementary materials are chargeable unless included in writing. If the customer requests a variation after the service has started, we may agree the variation subject to revised pricing, revised timings, or revised terms. Where a variation significantly alters the original arrangement, we may suspend the service until the customer confirms acceptance of the revised scope.

Measurements, descriptions, and specifications are provided in good faith, but the customer remains responsible for checking that the proposed service is suitable for their needs. Any industry-standard tolerances, reasonable practical adjustments, or minor deviations that do not materially affect the outcome will not amount to a breach. We may use subcontractors, agents, or appropriately qualified personnel to perform all or part of the service, provided the overall standard of service is maintained.

3. Payments

Payment terms will be stated on the invoice, quotation, or booking confirmation. If no specific terms are set out, payment is due in full on or before the completion of the service, or immediately upon invoice where the service is invoiced in advance. We may require a deposit, partial payment, staged payment, or full prepayment before attending site, ordering materials, or reserving diary time. Deposits are applied to the final balance unless otherwise stated and may be non-refundable to the extent allowed by law where they reflect genuine booking costs or reserved capacity.

All amounts are payable in pounds sterling unless agreed otherwise. Prices may be stated inclusive or exclusive of VAT, and where VAT applies it will be charged at the applicable rate. If a customer fails to pay on time, we may charge reasonable interest and recovery costs to the extent permitted by law, suspend further work, or withhold deliverables until payment is received in cleared funds. Any bank charges, failed payment fees, chargeback costs, or collection expenses arising from the customer’s payment method may be recovered from the customer where lawful.

Unless we agree credit terms in writing, time of payment is of the essence. Where we provide recurring, staged, or milestone-based services, each stage may be invoiced separately and must be paid according to the relevant due date. The customer must not set off, deduct, or withhold payment unless required by law or expressly agreed in writing. If the customer disputes an invoice, they must pay the undisputed portion on time and notify us promptly of the specific issue in dispute.

4. Cancellations, postponements, and rescheduling

The customer may request a cancellation or reschedule by giving notice in writing. Cancellation charges may apply depending on how much notice is given, whether materials have been ordered, whether personnel or subcontractors have been allocated, and whether the service is time-sensitive or bespoke. Any non-recoverable costs reasonably incurred before cancellation may be charged to the customer, including sourced materials, travel commitments, or booked specialist resources.

If the customer cancels at short notice, fails to provide access, is not present where presence is required, or prevents us from performing the service, we may treat that as a late cancellation or failed appointment and charge accordingly. Where a new date is agreed, the original booking may be subject to revised availability and prices. If we need to reschedule because of operational reasons, safety concerns, illness, extreme weather, supplier failure, or events outside our control, we will use reasonable efforts to provide an alternative date within a reasonable time.

Where the customer is acting as a consumer and the contract is made at distance or off-premises, cancellation rights may apply under UK consumer law, subject to any lawful exceptions. If the customer asks us to begin services within the cancellation period, they may be required to acknowledge that they may lose some or all cancellation rights once performance begins, where permitted by law. Any refund due will be calculated after taking account of work already carried out and costs already incurred.

5. Performance of the services

We will use reasonable skill and care in providing the services and will aim to carry them out in accordance with the agreed description and any applicable professional standards. Service times are estimates unless a fixed time has been expressly guaranteed in writing. Delays caused by traffic, access restrictions, weather, equipment failure, supply shortages, or information gaps may affect scheduled timings and will not automatically entitle the customer to compensation.

The customer must provide a safe working environment and must tell us about any known hazards, including concealed services, fragile structures, asbestos, contamination, infestations, restricted access, or security restrictions. If we believe the site is unsafe or unsuitable, we may refuse to start or continue the work until the issue is resolved. The customer is responsible for protecting valuables, confidential material, and vulnerable surfaces unless we have expressly accepted responsibility for those items in writing.

Where the service requires customer cooperation, the customer must provide timely instructions, approvals, and access. If the customer delays decisions or fails to cooperate, any resulting delay, additional labour, or re-attendance may be charged as extra work. We may leave the site if continued attendance would be unreasonable, unsafe, or contrary to law. In such cases, we will record the reason for leaving and may invoice for work completed up to that point.

6. Liability and limitations

Nothing in these service terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be liable for losses that are indirect, incidental, consequential, or unforeseeable at the time of contract, including loss of profit, loss of business, loss of goodwill, or loss of opportunity.

Our total liability arising from or in connection with the service shall be limited to the amount paid or payable for the relevant service, unless the law requires a different limit. This limitation applies whether the claim is based in contract, tort, breach of statutory duty, or otherwise. We are not responsible for defects, failures, or losses caused by information supplied by the customer, third-party products, third-party contractors, customer misuse, normal wear and tear, or failure to follow instructions or maintenance advice.

If the customer believes that the service is defective or incomplete, they must notify us within a reasonable time and provide sufficient detail to allow us to investigate. Where appropriate, we may choose to reperform part of the service, correct the issue, or offer a reasonable refund or price adjustment. Any remedy will depend on the nature of the service, the seriousness of the issue, and whether the customer has taken reasonable steps to reduce any loss.

7. Waste regulations and materials handling

Where our services involve the removal, handling, transport, or disposal of waste, the customer agrees to comply with all applicable waste regulations and to provide accurate information about the type, quantity, and condition of the waste. The customer must not place hazardous, contaminated, prohibited, or misdescribed materials into waste streams without prior written agreement. Any classification, segregation, labelling, documentation, or declaration required by law must be completed accurately and in time.

We may refuse to remove or dispose of materials that appear unsafe, unlawfully described, overfilled, contaminated, or outside the agreed scope. If additional handling, specialist disposal, protective equipment, licensing, or documentation is required, the customer may be charged extra. Ownership of waste transfers only where lawful and only in accordance with the agreed service and any statutory requirements. The customer remains responsible for ensuring that waste is not presented in a way that creates a risk to people, property, the environment, or our personnel.

If the service includes supply or installation of materials, ownership of those materials may remain with us until paid for in full where permitted by law. Any packaging, offcuts, or scrap arising from the service may be removed by us unless agreed otherwise. The customer is responsible for ensuring that any items left for collection or disposal are separated from items to be retained, and we are not liable for accidental disposal of items that were not clearly identified as excluded.

8. Customer obligations

The customer must provide accurate instructions, timely responses, and all necessary approvals. They must ensure that they have authority to order the service and to permit access to the relevant premises or items. Where a service is arranged for a business, the person placing the order confirms that they are authorised to bind that business to the agreement. Any failure to supply correct information may result in extra charges, delays, or cancellation.

The customer is responsible for any permits, consents, landlord approvals, occupier permissions, or other permissions required for the service unless we have agreed in writing to obtain them. The customer must also take reasonable steps to protect children, pets, staff, visitors, and vulnerable persons during attendance, especially where tools, equipment, noise, dust, or temporary hazards may be present. Where the customer asks us to work around special constraints, these must be disclosed before the booking is accepted.

The customer must not interfere with the service, instruct personnel in a way that conflicts with agreed procedures, or direct work outside the agreed scope without approval. Any additional requests should be raised clearly and may be quoted separately. If the customer’s conduct makes performance difficult, unsafe, or impractical, we may suspend or terminate the service and charge for work already carried out.

9. Events outside our control

We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, fire, flood, industrial action, transport disruption, epidemic, power failure, supply shortages, public authority action, civil disturbance, or failure of third-party systems. Where such an event occurs, our obligations will be suspended for the duration of the event and any reasonably necessary aftermath. We will use reasonable efforts to minimise disruption and resume performance as soon as practicable.

If an event outside our control continues for an extended period, either party may have the right to cancel the affected service by giving notice in writing. In that case, the customer must pay for work completed and costs properly incurred up to the date of cancellation. No party will be liable to the other for delay or failure caused by the event, provided reasonable mitigation steps have been taken.

10. Data, confidentiality, and records

We may keep records relating to the booking, service, payments, and communications for operational, accounting, and legal purposes. Each party must keep confidential any non-public information received from the other in connection with the service, except where disclosure is required by law, court order, insurer, professional adviser, or competent authority. Personal data will be handled in accordance with applicable UK data protection law and our privacy arrangements where relevant.

11. Governing law and disputes

These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales, unless another part of the United Kingdom is expressly agreed in writing for the contract. The courts of the relevant jurisdiction shall have exclusive jurisdiction, subject to any mandatory rights the customer may have under applicable consumer law. If a dispute arises, both parties should first seek to resolve it reasonably and in good faith before commencing formal proceedings.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be interpreted or severed to the minimum extent necessary, and the remaining provisions shall remain in full force. No failure or delay by either party in exercising a right under these terms shall operate as a waiver of that right. These UK service terms form the entire agreement between the parties concerning the services, unless amended in writing and agreed by both sides.

12. Final provisions

By placing a booking, paying a deposit, or otherwise instructing us to proceed, the customer confirms that they have read, understood, and accepted these UK service terms and conditions. The customer also confirms that they have authority to enter into the agreement and that all information provided is true and complete to the best of their knowledge. Any wording used in a quotation, invoice, or booking confirmation that adds to or modifies these terms will apply only where clearly stated and accepted in writing.