Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which we provide our services in the United Kingdom. By making a booking, confirming an order, or otherwise instructing us to carry out work, you agree to be bound by these service terms and conditions. Please read them carefully before proceeding. They are designed to protect both parties by setting out clear expectations about the service agreement, the booking process, payment obligations, cancellation rights, and the responsibilities that apply where waste or materials are involved.
For the purposes of these terms, “we”, “us”, and “our” refer to the service provider, and “you” or “customer” refers to the person, business, or organisation requesting the service. These terms apply to all bookings unless we expressly agree otherwise in writing. Any additional quotation, schedule, or written confirmation should be read alongside these terms, and if there is any conflict, the written confirmation will prevail only to the extent expressly stated.
We reserve the right to amend these service terms from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
Booking Process
All bookings are subject to availability and acceptance by us. A booking may be made by phone, email, online form, or any other method we make available. A request for a quotation does not constitute a confirmed booking. A booking becomes binding only when we issue written confirmation, accept a deposit, or otherwise indicate in writing that the service has been scheduled. We may decline a booking at our discretion where the service is unsuitable, where the requested work falls outside our scope, or where the necessary access, safety, or compliance conditions cannot be met.
When making a booking, you must provide accurate and complete information, including the service location, nature of the work required, any known hazards, access arrangements, timing restrictions, and any other relevant detail. You must ensure that any measurements, descriptions, or images provided are correct to the best of your knowledge. If the information supplied is incomplete or inaccurate, we may revise the quotation, adjust the service specification, or cancel the booking if the work can no longer be carried out safely or economically.
Where a site visit, survey, or assessment is required before final confirmation, any quotation provided before inspection will be indicative only unless stated otherwise. We may need to amend the price or timing once the full scope of work has been assessed. You agree to ensure that access to the premises is available at the agreed time and that any required permissions have been obtained in advance. Failure to provide access may be treated as a cancellation by you.
Prices, Payment, and Invoicing
Prices are shown in pounds sterling unless otherwise stated. Unless expressly agreed, quotations exclude additional charges that arise from exceptional access, delays, waiting time, parking restrictions, congestion, additional labour, specialist equipment, or disposal fees. We will normally explain any material price changes before the work proceeds, but if the work has already begun and additional charges arise because of circumstances outside our control or because the scope has changed, you agree to pay those charges.
Payment terms depend on the type of service and will be stated in the quotation, booking confirmation, or invoice. We may require a deposit to secure the booking, with the balance due on completion, on delivery, or within a specified period after invoicing. For business customers, payment may be required within a shorter commercial credit period where agreed. Time for payment is of the essence. We may suspend or refuse further services if any amount remains overdue.
We accept payment by the methods notified at the time of booking or invoicing. If a payment is declined, reversed, or charged back without valid reason, we may recover the unpaid sum together with reasonable administrative costs and any bank or processing charges incurred. Late payment may also result in interest, which may accrue at the statutory rate permitted under UK law or at the rate stated in the invoice, whichever is applicable. Any discounts or promotional pricing apply only as expressly stated and may be withdrawn if payment conditions are not met.
Cancellations, Changes, and Rescheduling
You may request to cancel or reschedule a booking by giving us notice in writing or through the agreed booking method. The amount payable on cancellation depends on how much notice is provided and whether we have already incurred costs, reserved materials, assigned labour, or committed third-party charges. If you cancel at short notice, fail to provide access, or are not ready for the service to be carried out, we may charge a reasonable cancellation fee or the full booking charge where the service was reserved exclusively for you.
We will always try to be flexible where possible, but changes to the agreed scope, date, or time are subject to availability. If you ask us to postpone work, we may treat this as a rescheduled booking rather than a cancellation, provided we can accommodate the new date. However, where significant additional work is required due to a change in the service specification, we may revise the quotation and ask for fresh confirmation before continuing.
We may cancel or postpone a booking if there are operational reasons, unsafe conditions, staff illness, severe weather, legal restrictions, or any event outside our reasonable control. If we do so, we will use reasonable efforts to offer an alternative date. Except where otherwise required by law, we will not be liable for indirect loss resulting from a cancellation or delay beyond our control. Your statutory rights, if any, are not affected.
Customer Responsibilities and Service Standards
You must ensure that the premises are safe, accessible, and ready for the service to be completed. This includes securing pets, removing obstacles where reasonably necessary, identifying hidden hazards, and informing us of any asbestos, structural weakness, contamination, or other risk. If our team believes that conditions are unsafe, they may pause or refuse to continue until the issue is resolved. Any waiting time or abortive visit caused by unsafe or incomplete preparation may be chargeable.
We will carry out the service with reasonable care and skill, using appropriately trained personnel and suitable equipment where required. However, certain outcomes may depend on site conditions, pre-existing damage, the accuracy of information supplied, or third-party interference. Unless specifically agreed, we do not guarantee that every stain, mark, defect, or issue can be removed or resolved completely, particularly where the service involves age-related wear, concealed damage, or fragile materials.
Where we need to work on or near your property, equipment, or fixtures, you are responsible for ensuring that items of value are removed or protected if they are at risk. We will take reasonable care, but you should not leave cash, jewellery, sensitive documents, or fragile items in areas where work is due to take place unless this has been expressly agreed. Any instruction from you to proceed in circumstances that increase risk may limit our responsibility to the extent permitted by law.
Waste Regulations and Disposal
Where our service involves the collection, handling, removal, or disposal of waste, all waste regulations applicable in the UK must be followed. You agree to provide an accurate description of any waste, refuse, or materials to be removed, including whether items are bulky, hazardous, contaminated, electrical, recyclable, or subject to special handling requirements. We may refuse to handle any material that is illegal, unsafe, not correctly described, or outside the scope of our licence, registration, or operational permissions.
You must not include prohibited or undisclosed items in a load, container, or collection without prior agreement. Where waste is misdescribed, we may amend the charge, separate the load, return the item at your cost, or terminate the service if continued handling would breach legal or safety requirements. You remain responsible for the accuracy of any waste declaration made at the point of booking or on site. If waste is classed as controlled, hazardous, or otherwise regulated, you must disclose this before collection.
Once waste has been accepted by us for lawful removal, title and responsibility transfer only to the extent permitted by law and the terms agreed for that specific service. We will manage waste disposal in accordance with applicable rules, including segregation, transportation, and transfer requirements where relevant. If you request proof of disposal or transfer documentation and we are legally obliged or operationally able to provide it, we may supply it in the usual course of business. Any customer-supplied waste that is misdeclared may result in additional charges or a report to the appropriate authority where required by law.
Liability, Insurance, and Limitations
We do not exclude or limit liability where it would be unlawful to do so. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Subject to that, our total liability arising from or in connection with a booking, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is expressly stated in writing.
We shall not be liable for loss of profit, loss of revenue, loss of business, loss of data, loss of opportunity, or any indirect or consequential loss arising from the service, delay, or cancellation, except where such exclusion is prohibited by law. We are not responsible for damage caused by pre-existing defects, concealed conditions, normal wear and tear, inadequate maintenance, or any circumstance where we were not reasonably able to prevent the damage despite taking reasonable care.
If you believe a problem has arisen, you must notify us within a reasonable time after the issue is discovered and provide sufficient information for us to investigate. We may request photographs, access to the site, or other evidence. You must give us a reasonable opportunity to inspect and, where appropriate, remedy any defect before arranging third-party work. Any attempt by you to repair, alter, or dispose of affected items before inspection may affect our ability to assess the claim.
Complaints, Data, and Force Majeure
Any complaint should be raised promptly and with enough detail to allow us to respond appropriately. We will investigate concerns in good faith and aim to resolve them fairly. The existence of a complaint does not relieve you of the obligation to pay undisputed sums by the due date. If a refund, adjustment, or repeat service is offered, it will be made without admission of liability unless required by law.
We may process personal data in connection with bookings, payments, service records, and compliance obligations. Any such processing will be handled in accordance with applicable data protection law. We will only use personal information where we have a lawful basis to do so and may retain records for as long as reasonably necessary for administrative, legal, tax, or regulatory purposes. You should ensure that any personal data you provide is accurate and that you have the authority to share it with us where relevant.
We will not be liable for any delay or failure to perform our obligations where such delay or failure is caused by an event outside our reasonable control, including but not limited to severe weather, industrial action, transport disruption, power failure, fire, epidemic, supply interruption, or the acts of third parties. In such cases, performance will be suspended for the duration of the event and we will resume the service as soon as reasonably practicable.
Governing Law and General Provisions
These service terms and conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales unless we expressly agree otherwise in writing. Where the customer is based elsewhere in the UK, mandatory consumer rights or local legal protections will continue to apply where required by law. The parties agree that the courts having jurisdiction under the applicable legal rules shall have authority to settle any dispute.
Nothing in these terms is intended to affect your statutory rights as a consumer, where applicable. If you are a business customer, you confirm that you have authority to enter into the agreement and that you are not relying on any statement not expressly set out in the written booking confirmation or these terms. Any waiver of a breach must be in writing and shall apply only to the specific instance waived.
These terms constitute the entire agreement between us in relation to the relevant booking unless amended in writing by both parties. Headings are for convenience only and do not affect interpretation. References to the singular include the plural and vice versa where the context allows. If any provision is found unenforceable, it shall be modified to the minimum extent necessary to make it enforceable, and the rest of the agreement shall remain valid. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these UK service terms.
