Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to you. By making a booking, confirming an order, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are designed to explain the booking process, payment requirements, cancellation rules, liability limits, waste handling responsibilities, and the law that applies to our services.

For the purposes of these terms and conditions for services, references to “we”, “us”, and “our” mean the service provider, and references to “you” and “your” mean the customer or the person accepting the service. These terms apply to all quotations, bookings, appointments, and service agreements unless we agree otherwise in writing. Any special arrangements must be confirmed in writing to have effect.

By using our services, you confirm that you are legally able to enter into a binding contract and that the information you provide is accurate and complete. If you are booking on behalf of another person or business, you confirm that you have authority to do so. These service terms should be read alongside any written quote, order confirmation, or service schedule that applies to your booking.

Booking Process

Bookings may be made through the agreed booking channel and are subject to availability. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment requested. We may refuse a booking if we are unable to provide the service, if the requested date is unavailable, or if the information supplied appears incomplete or misleading.

When you make a booking, you must provide accurate details about the service required, including any access issues, property constraints, special instructions, or known risks. The accuracy of this information is important because the service may depend on access, time required, the amount of work involved, and any equipment needed. If the information changes before the scheduled date, you must notify us as soon as possible so we can review the booking.

We may issue a quotation before confirming the service. Unless stated otherwise, quotations remain valid for a limited period and may be amended if the scope of work changes, if materials or disposal costs increase, or if unexpected conditions arise. Acceptance of a quotation does not guarantee availability until the booking has been confirmed. Any estimate provided is based on the information available at the time and may change if the actual conditions differ.

Payments and Charges

All fees, charges, and payment terms will be set out in the relevant quotation, booking confirmation, or invoice. Unless otherwise agreed, payment is due on the date stated on the invoice or immediately upon completion of the service. We may require a deposit, part payment, or advance payment before the service begins. If a deposit is taken, it will usually be credited against the final amount due unless otherwise specified.

Prices may be quoted inclusive or exclusive of taxes, disposal costs, call-out fees, labour, materials, or other additional charges. If extra work is requested by you or becomes necessary due to circumstances beyond our control, we may charge for it at our applicable rates. We will aim to inform you before carrying out work that is likely to increase the price, but this may not always be possible where urgent action is needed or where delay would be impractical.

Late or missed payments may result in additional charges, suspension of services, recovery action, or refusal of future bookings, to the extent permitted by law. If you dispute any part of an invoice, you should tell us promptly and pay any undisputed amount by the due date. We reserve the right to withhold further services until outstanding balances are paid in full. Any discounts, promotional rates, or special offers apply only for the period and conditions stated.

Cancellations, Changes, and Missed Appointments

Cancellation rules depend on the type of service, the notice period given, and whether we have already reserved time, labour, or materials for your booking. If you wish to cancel or rearrange, you should notify us as early as possible. We may charge a cancellation fee where reasonable costs have been incurred, where short notice prevents us from reallocating resources, or where work has already started.

You may also be charged for any non-refundable items ordered specifically for your service, or for reasonable costs arising from wasted travel, site preparation, or completed preliminary work. If you are not present at the agreed time, fail to provide access, or do not ensure that the service can proceed, this may be treated as a cancellation or missed appointment. In such cases, we may charge the full or partial fee depending on the circumstances.

We may need to reschedule or cancel a booking due to circumstances outside our control, including severe weather, safety concerns, equipment failure, staff illness, supplier delay, or legal restrictions. If this happens, we will aim to contact you promptly and arrange an alternative date where reasonably possible. We will not be responsible for losses caused by a cancellation or delay that is outside our reasonable control, except where the law requires otherwise.

Service Delivery and Customer Responsibilities

We will perform the service with reasonable care and skill, using appropriate methods and, where relevant, suitable materials or equipment. However, the outcome may depend on factors beyond our control, such as the condition of the property, hidden defects, access limitations, weather, or third-party actions. Any deadlines or times provided are estimates unless we expressly state otherwise.

You are responsible for ensuring that the site is safe and accessible, that any necessary permissions have been obtained, and that all relevant information has been disclosed before work starts. This includes telling us about fragile surfaces, asbestos risk, underground services, contamination, or other hazards. If we believe the environment is unsafe or unsuitable, we may pause, modify, or refuse the service until the issue is resolved. Additional charges may apply where delays or extra work are caused by incomplete preparation.

If you ask us to work around existing features, specific materials, or particular instructions, we will try to accommodate your request, but we cannot guarantee that all outcomes will be possible. You accept that minor variations may occur and that some services involve unavoidable wear, residue, disturbance, or visual differences. Unless we agree otherwise in writing, you must remove or secure personal belongings before the appointment and protect any items that could be affected by the work.

Liability and Limitations

Nothing in these service terms and conditions excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, our liability is limited as set out below.

We will not be liable for losses caused by information supplied by you that is incomplete, incorrect, or misleading, or by your failure to follow reasonable instructions. We are not responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any similar damages, except where such exclusion is prohibited by law. Where we are liable for damage to property, our responsibility will be limited to the reasonable cost of repair or replacement, taking account of age, condition, and fair wear and tear.

Our total liability for any claim arising from a booking, service, or related matter will not exceed the total amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. You must notify us of any claim as soon as reasonably possible and in any event within a reasonable time after the issue is discovered. We may be entitled to inspect the problem and take reasonable steps to remedy it before any third-party repair is carried out.

Waste Regulations and Disposal

Where the service involves removal, handling, transfer, or disposal of waste, all waste will be managed in line with applicable UK waste regulations and good industry practice. You must tell us in advance about the type, quantity, and nature of any waste, including whether it is general waste, bulky waste, recyclable material, or controlled or hazardous waste. Incorrect or incomplete descriptions may result in delays, additional charges, or refusal to collect.

You are responsible for ensuring that any waste handed to us is lawful to remove and does not include prohibited items unless we have expressly agreed to handle them. If special handling, licensing, packaging, segregation, documentation, or protective measures are needed, you must cooperate fully and provide all required information. We may refuse any load that we reasonably believe is unsafe, contaminated, improperly packaged, or likely to breach legal requirements.

When waste is removed as part of the service, ownership and responsibility transfer only when the waste has been lawfully collected and accepted by us or by an authorised third party acting on our behalf. You remain responsible for any undisclosed hazardous or restricted waste and for any costs, penalties, or losses arising from inaccurate declarations. We may keep records, transfer notes, or other documentation where required by law.

Complaints, Suspension, and Termination

If you are unhappy with any part of the service, you should notify us promptly so we can investigate and, where appropriate, attempt a reasonable remedy. We may ask for photographs, documents, or other relevant information to help assess the issue. A complaint does not remove your obligation to pay any undisputed amount by the due date.

We may suspend or end a booking, or refuse future services, if you do not pay on time, if you behave abusively, if access is repeatedly denied, if safety requirements are not met, or if continuing would be unlawful or impractical. We may also terminate a service agreement immediately if you commit a serious breach of these terms. In such cases, you may still be liable for costs already incurred and for any work completed up to the point of termination.

Any failure or delay by us in enforcing a right under these service terms does not mean that right is waived. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. We may update these terms from time to time, and the version in force when your booking is accepted will normally apply to that booking unless a change is required by law.

General Legal Provisions

These terms, together with any written quotation, order confirmation, or service schedule, form the entire agreement between you and us regarding the service. No person who is not a party to the agreement has any rights under it, except where such rights cannot be excluded by law. You may not transfer your rights or obligations without our written consent. We may assign or transfer our rights where this does not prejudice your legal protections.

Any notice given under these service terms and conditions must be provided in a reasonable manner and to the latest contact details supplied for the booking. Notices are deemed received when they would ordinarily be expected to arrive. We recommend that you keep copies of your booking details, quotations, invoices, and any written correspondence relating to the service. These records may be useful if a question or dispute later arises.

The parties agree to act reasonably and in good faith when dealing with any issue arising from the service. If a disagreement cannot be resolved informally, the matter may be handled through the courts in accordance with the governing law stated below. No term in this document affects your statutory rights where they apply and cannot be excluded or limited.

Governing Law These terms and conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts where permitted by law. Any dispute, claim, or matter arising from or connected with the service will be subject to the non-exclusive jurisdiction of the competent courts, subject always to mandatory consumer protection rules.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these service terms. They are intended to provide a clear and fair framework for the delivery of services while protecting both parties’ rights and responsibilities. If you do not agree with any part of these terms, you should not proceed with the booking or allow the service to begin.