Terms and Conditions for UK Services

These terms and conditions set out the basis on which our services are provided in the United Kingdom. By making a booking, accepting a quotation, or instructing us to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. They are designed to be clear, fair, and practical, while protecting both the customer and the service provider. These service terms apply to all standard appointments, scheduled work, and any related actions necessary to complete the service properly.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the person, business, or organisation requesting the service. A booking may be made by phone, email, online form, or any other accepted method, but a booking is only confirmed once we have accepted it in writing, by message, or through an agreed scheduling system. Until confirmation is given, availability cannot be guaranteed.

We reserve the right to decline, postpone, or cancel any request where it would be unsafe, unlawful, impractical, or outside the scope of our usual service. Any quotation or estimate provided before a booking is confirmed is normally based on the information available at that time. If the actual service requirements differ from the description given, we may revise the price, timing, or scope of work after informing you.

Booking Process

The booking process begins when you submit your request and provide accurate details about the work required. This includes, where relevant, access instructions, site conditions, item descriptions, waste volumes, and any special requirements that may affect the service. You must ensure that all information supplied is complete and correct. If information is omitted or incorrect, we may need to adjust the appointment, reschedule, or amend the price.

Once a booking has been reviewed, we may issue a quotation, confirmation, or service schedule. You are responsible for checking that the appointment details are accurate, including the date, time window, service type, and any conditions attached to the work. If you need to make changes, you should notify us as soon as possible. We cannot guarantee amendments made at short notice, especially where staff, equipment, or waste handling arrangements have already been allocated.

Bookings are subject to availability and may be dependent on weather, traffic, access restrictions, supplier delays, or other factors outside our control. If our team is unable to complete the service on the scheduled day because of circumstances caused by the customer, such as locked access, unsafe conditions, or failure to provide required permissions, a call-out, wasted journey, or rebooking fee may apply.

Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Charges may be fixed, estimated, or calculated on the basis of time, labour, materials, equipment, or volume of waste. A quote remains valid only for the period stated in it, or if no period is stated, for a reasonable time based on market conditions and availability. We may update pricing if the scope of the service changes before or during the appointment.

Payment terms will be confirmed at the time of booking or invoice issue. In some cases, full payment may be required in advance; in others, payment may be due on completion. Where a deposit is requested, the booking may not be held unless the deposit has been received. Unless otherwise stated, all invoices must be paid in full without deduction or set-off. Late or overdue payments may result in suspension of services and may attract reasonable recovery costs, where permitted by law.

If additional work becomes necessary during the service, we will usually seek your approval before proceeding, unless immediate action is needed for safety, legal compliance, or to prevent damage. Extra charges may apply for work outside the agreed scope. Any chargeable variation will be explained as clearly as possible before it is added to the invoice.

Cancellations, Rescheduling, and Refunds

You may cancel or reschedule a booking by giving notice in a reasonable time. The amount of notice required may depend on the type of service and the amount of preparation already carried out. Where a cancellation is received too late to reassign the appointment, or where costs have already been incurred, we may retain part of any deposit or charge a cancellation fee that reflects our losses.

If we need to cancel or rearrange an appointment due to operational issues, staff unavailability, severe weather, transport disruption, or any other event beyond our reasonable control, we will aim to offer an alternative date or a suitable substitute arrangement. We will not be responsible for indirect losses arising from such changes, except where required by law. If a refund is due, it will normally relate only to unused services that have already been paid for and have not been delivered.

Refunds are not automatically available simply because a service outcome differs from personal preference, provided the work was carried out with reasonable care and in line with the agreed description. Any request for a refund must be raised promptly and supported with relevant details. If an issue can be corrected reasonably, we may offer to return and remedy the problem rather than issuing a refund.

Service Standards and Customer Responsibilities

We will use reasonable skill and care when providing our UK service terms-based services and will work in accordance with the agreed specification, applicable regulations, and any relevant industry practice. However, our ability to perform the service properly depends on your cooperation. You must provide safe access, clear instructions, and any permissions needed to complete the work. If the service depends on your presence or the presence of a representative, you must ensure someone is available at the agreed time.

You must tell us in advance about hazards, fragile items, restricted access, contaminated materials, hidden services, or any other issue that may affect the work. If you fail to disclose important information, and this leads to delay, damage, extra labour, or a health and safety risk, we may charge for the additional work and will not be liable for consequences arising from the omission, except where the law requires otherwise.

Where the service involves items to be moved, cleaned, removed, treated, or disposed of, you are responsible for ensuring that you have the right to authorise that action. You must remove valuables, personal documents, and prohibited items before the service begins unless we have expressly agreed otherwise in writing.

We may suspend or stop work if conditions are unsafe or if continuing would breach a legal duty. This includes situations involving violence, harassment, unsafe premises, exposed electrical hazards, dangerous substances, or aggressive behaviour. In such cases, you may still be charged for time spent, travel, or materials already used.

Liability and Limitation of Responsibility

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 lawfully be limited or excluded under UK law. Subject to that, we shall not be liable for losses that are indirect, consequential, or not reasonably foreseeable at the time the contract was made.

Our liability for direct loss or damage arising from the service shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We are not responsible for pre-existing defects, wear and tear, hidden damage, structural issues, or problems caused by third parties, unless such matters arise from our proven failure to exercise reasonable care.

Waste Regulations and Environmental Compliance

Where our services involve collection, removal, transport, handling, or disposal of waste, all waste regulations and environmental obligations must be followed. You agree that any waste presented for removal is lawfully owned or controlled by you, or that you have authority to arrange its disposal. We may refuse to remove any item or material that is prohibited, hazardous, improperly packaged, or not accurately described.

All waste must be correctly separated and identified where required. You must inform us in advance if items include electrical equipment, batteries, chemicals, paint, oils, asbestos, clinical waste, gas canisters, or any other regulated substance. We may require special handling, additional documentation, or refusal of service for such items. If you fail to disclose controlled waste, you may be responsible for any penalties, recovery costs, contamination expenses, or other losses caused by the breach.

We will dispose of accepted waste in line with applicable UK rules and through appropriate facilities or licensed routes where required. Ownership of waste transfers only to the extent permitted by law and by the agreed service arrangement. We may issue records, receipts, or transfer documentation where necessary, but any responsibility on your part for lawful disposal is not removed unless we have expressly agreed to take over that obligation.

Data, Property, and Other General Terms

Any personal data supplied in connection with a booking will be used only for administration, service delivery, record keeping, legal compliance, and related business purposes in line with applicable data protection law. We will take reasonable steps to protect information, but you should avoid sending sensitive data unless it is necessary for the service.

If we need to move or handle your property, we will do so with reasonable care. However, you should ensure that fragile or high-value items are protected, insured, or removed where appropriate. We are not responsible for normal wear, minor cosmetic marks, or loss caused by items being inherently unstable, inadequately fixed, or unsuitable for the conditions in which they are used.

We may subcontract part of the service where appropriate, but we remain responsible for the overall performance of the agreed work, subject to these terms. Any assignment of your rights or obligations under the contract may only take place with our consent where required. If any part of these terms is held unenforceable, the remainder will continue in effect.

Force Majeure

We shall not be in breach of these terms if we are delayed or prevented from performing our obligations due to events beyond our reasonable control. Such events may include extreme weather, fire, flood, epidemic, strike action, industrial dispute, transport failure, utility outage, government action, or any similar circumstance. In those cases, performance may be suspended for the duration of the event, and we may rearrange the service without liability for resulting inconvenience, except where the law requires otherwise.

If a force majeure event continues for a prolonged period, either party may be entitled to terminate the affected booking on reasonable notice. Any payment already made for services not yet supplied will normally be refunded, subject to deductions for work already carried out and non-recoverable costs that were reasonably incurred before the event occurred.

Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by and interpreted in accordance with the laws of England and Wales unless we expressly agree otherwise in writing. The courts of England and Wales shall have jurisdiction over any dispute, subject to any mandatory consumer rights or other legal protections that apply.