UK Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided to customers in the United Kingdom. They are designed to create clarity before a booking is made, during the delivery of the service, and after completion. By placing a booking, the customer agrees to these terms and confirms that they have read and understood the service agreement in full.

The wording below applies to the supply of services in a general commercial setting and should be read alongside any written quotation, invoice, service schedule, or order confirmation issued for the relevant job. Where a separate written agreement has been issued, that agreement will take priority to the extent of any conflict. These UK service terms are intended to be fair, practical, and consistent with applicable consumer and business law.

For the avoidance of doubt, these terms and conditions for services do not create any partnership, employment relationship, or agency arrangement between the customer and the service provider unless expressly agreed in writing. The service provider may update these terms from time to time, and the version in force at the time of booking will apply unless a later written variation is agreed by both parties.

1. Booking Process

A booking may be made by phone, email, online form, written request, or any other method accepted by the service provider. A booking is not confirmed until the customer has received written acceptance, a scheduled date, or another clear confirmation from the service provider. Any discussion, estimate, or availability check before confirmation is non-binding and should not be treated as a guaranteed reservation.

When making a booking, the customer must provide accurate and complete information relevant to the service. This may include access arrangements, site conditions, property type, requested dates, special instructions, and any factors that might affect delivery of the service. If the information supplied is incomplete or incorrect, the service provider may revise the quotation, reschedule the work, or refuse the booking where necessary.

The customer is responsible for ensuring that they have authority to book the service and permit access to the relevant premises, location, or property. Where a booking is made on behalf of another person or organisation, the person placing the booking confirms that they have the authority to do so and will be responsible for all charges unless otherwise agreed in writing.

2. Quotations and Orders

Any quotation provided will usually be based on the information available at the time and may be subject to inspection, site verification, or final review. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or amended after expiry. A quotation is not a fixed contract until accepted and confirmed. If the scope of work changes, the service provider may issue an updated quotation or revised price.

The customer should review all booking details carefully, including service type, dates, quantities, and any assumptions set out in the quotation or confirmation. If the customer requires a change, they should notify the service provider as soon as reasonably possible. Changes requested after confirmation may be accepted at the service provider’s discretion and may affect price, timing, or availability.

Any instructions, materials, or special requirements provided by the customer must be lawful, safe, and practical. The service provider may refuse to follow instructions that are unsafe, unlawful, technically unsuitable, or outside the agreed scope of work. In such cases, the service provider will normally inform the customer and may adjust the booking accordingly.

3. Payments

Unless otherwise stated, payment terms will be set out in the quotation, invoice, or booking confirmation. Payment may be required in advance, on completion, or within a specified period after invoicing. The customer agrees to pay all fees due in full and without set-off or deduction, except where required by law or expressly agreed in writing.

Where a deposit is required, the booking may not be secured until the deposit has been received. Deposits may be non-refundable where the service has been reserved and costs have been incurred, subject always to applicable law. If the customer fails to make payment by the due date, the service provider may suspend work, postpone the service, charge reasonable recovery costs, or terminate the booking.

Any service charges displayed before the booking may not include additional expenses that arise from customer requests, delayed access, incorrect information, waiting time, parking restrictions, extra labour, or changes in scope. The customer remains liable for any agreed extras and for any reasonable costs incurred as a result of their breach of these terms.

4. Cancellations, Postponements and Refunds

The customer may cancel or request a postponement by giving notice in writing or by another accepted method. The amount of notice required may vary depending on the nature of the service and will usually be stated in the booking confirmation. If no specific notice period is stated, the service provider will apply a reasonable cancellation policy in light of the booked resources and likely loss suffered.

If the customer cancels at short notice, fails to provide access, or is otherwise unable to proceed on the agreed date, the service provider may charge a cancellation fee or retain any deposit to cover administration, reserved capacity, and costs already incurred. If the service provider has already commenced work or committed materials, labour, or third-party resources, the customer may be charged for those amounts in full.

Where the service provider cancels due to unavailability, operational issues, safety concerns, or circumstances beyond its reasonable control, the service provider may offer a revised date, a credit, or a refund of sums paid for the undelivered portion of the service. The service provider will not be responsible for indirect losses arising from a lawful cancellation or postponement.

5. Delivery of the Service

The service provider will use reasonable skill and care in carrying out the agreed service. Any dates or times given are estimates unless expressly stated to be firm commitments. Delays may occur because of weather, traffic, supply issues, staff availability, access restrictions, or customer-related delays. Time shall not be of the essence unless agreed in writing.

The customer must ensure that the site, premises, or property is reasonably prepared for the service. This includes providing safe access, clear instructions, necessary permissions, and any relevant utilities, parking, or working space. If the customer fails to do so, the service provider may be unable to complete the work and may charge for wasted attendance or additional return visits.

Where the service depends on information supplied by the customer, the customer is responsible for ensuring its accuracy. The service provider is entitled to rely on that information unless it knows, or ought reasonably to know, that the information is incorrect. Any delays, rework, or additional costs arising from inaccurate customer information may be charged to the customer.

6. Liability and Limitations

The service provider does not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, the service provider shall not be liable for losses that are not reasonably foreseeable, for indirect or consequential loss, or for loss of profit, revenue, business opportunity, goodwill, or anticipated savings.

If the service provider is found liable for any claim arising out of the service, its total liability shall be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. This limitation applies whether the claim arises in contract, tort, negligence, breach of statutory duty, or otherwise.

The customer must take reasonable steps to mitigate any loss and must notify the service provider promptly of any issue, damage, defect, or complaint. The service provider will have the opportunity to inspect, investigate, and, where appropriate, remedy the issue before the customer arranges third-party work. The service provider will not be responsible for costs incurred without its prior consent, except where such consent cannot reasonably be obtained and urgent action was necessary to prevent greater loss.

7. Waste Regulations and Environmental Responsibilities

Where the service involves the removal, handling, transport, or disposal of waste, both parties must comply with applicable UK waste laws and environmental requirements. The customer must accurately identify the type of waste or materials to be collected and must not present hazardous, restricted, or undisclosed items without prior agreement. The service provider may refuse waste that has not been declared properly.

Any waste handled as part of the service will be managed in accordance with relevant legal obligations, including requirements relating to transfer, segregation, storage, transport, and disposal. The customer acknowledges that certain materials may require special handling, additional charges, or a separate arrangement. The service provider may ask for further information before accepting waste or may decline to take waste where doing so would be unsafe or unlawful.

The customer shall not place prohibited items, concealed waste, or contaminated materials into general service loads unless the service provider has expressly agreed to accept them. If undeclared items are discovered, the customer may be charged for sorting, additional disposal, delay, or return transport. The customer remains responsible for ensuring that waste presented for collection or removal is lawful, accurate, and properly described.

8. Customer Obligations

The customer must cooperate reasonably with the service provider and must not interfere with the performance of the service. This includes keeping pets, children, and third parties away from work areas where safety may be affected. The customer must also ensure that any required consents, permits, or landlord approvals have been obtained before work begins.

The customer must inform the service provider of any known hazards, fragile structures, hidden services, restricted access, or site-specific risks. If the customer fails to disclose a material risk and loss or damage results, the customer may be liable for the resulting costs. The service provider may stop work if it believes that continuing would be unsafe or unlawful.

Any equipment, materials, or property supplied by the service provider must be used only for the purpose intended and must not be altered, moved, or misused by the customer without permission. The customer will be responsible for loss or damage caused by misuse, negligence, or failure to follow reasonable instructions.

9. Complaints, Errors and Remedies

If the customer believes the service has not been performed in accordance with these terms, they should notify the service provider within a reasonable time and provide sufficient detail to allow the matter to be investigated. The service provider may ask for photographs, documents, or access to inspect the issue. The parties should act in good faith to identify a fair resolution.

Where a genuine defect or omission is established, the service provider may choose to re-perform the relevant part of the service, correct the issue, or issue a partial refund where appropriate. This is the customer’s primary remedy, subject to statutory rights. No remedy will be required where the problem results from customer instructions, third-party interference, misuse, or events outside the service provider’s reasonable control.

Nothing in these service terms and conditions affects any rights that cannot legally be excluded under UK law. If any clause is held invalid or unenforceable, the remaining clauses shall continue in force. A failure to enforce a provision on one occasion does not mean it is waived for future occasions.

10. Force Majeure

Neither party shall be liable for failure or delay in performing obligations where such failure or delay is caused by an event beyond reasonable control, including severe weather, fire, flood, epidemic, industrial action, government restriction, transport disruption, utility failure, or supply chain interruption. The affected party shall use reasonable efforts to minimise delay and resume performance as soon as practicable.

If a force majeure event continues for an extended period and the service becomes impossible or commercially impracticable, either party may be entitled to terminate the affected booking on written notice. In that event, the service provider may invoice for work already completed and for any committed third-party costs, subject to applicable law and the terms of the booking.

This clause does not require either party to take steps that would place them in breach of law, safety requirements, or official instructions. The parties should communicate promptly if an event of this nature affects the scheduled service.

11. Governing Law and Jurisdiction

These UK service terms and any dispute or claim arising out of or in connection with them shall be governed by the law of England and Wales, unless another jurisdiction is expressly agreed in writing or required by mandatory law. The interpretation and enforcement of these terms shall be subject to the relevant courts having jurisdiction over the matter.

Nothing in these terms is intended to reduce any rights available to consumers under applicable UK legislation. If the customer is dealing as a consumer, mandatory consumer protections will apply and may override any inconsistent wording in these terms. If the customer is acting in a business capacity, standard commercial principles and the express wording of the booking documents will apply.

These terms represent the general framework for the provision of services and should be read as a whole. By proceeding with a booking, the customer confirms acceptance of these conditions and acknowledges that the service provider may rely on them in delivering the agreed work. Terms and conditions for services help ensure a clear, lawful, and professional working relationship for both parties.