Service Terms and Conditions

These service terms and conditions set out the basis on which services are provided, booked, paid for, cancelled and carried out. They apply to all customers using the service, whether the work is arranged online, by telephone, by email, or through any other booking method made available from time to time. By making a booking, the customer confirms that they have read, understood and agreed to be bound by these terms. If a customer does not agree with any part of these terms, they should not proceed with the booking.

For the purposes of these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” and “your” mean the customer receiving or requesting the service. These terms are intended to be read alongside any quotation, order summary, scope of work, or service description provided at the time of booking. If any written service detail conflicts with these terms, the specific written detail will apply only to the extent of that conflict and only for the relevant booking.

We may update these terms from time to time to reflect changes in our business practices, legal requirements, or the nature of the services offered. The version in force at the time your booking is accepted will apply to that booking unless we notify you otherwise in writing. The most current wording should always be reviewed before confirming a new appointment or order.

Booking Process

All bookings are subject to availability and are not confirmed until we have accepted them. A request for services does not, by itself, create a binding agreement. We may ask for additional information before confirming a booking, including details about the work required, access arrangements, property type, timing, and any special conditions that may affect the service. We reserve the right to decline a booking where we reasonably consider that the requested service is unsuitable, unsafe, unlawful, or outside our operational capability.

At the time of booking, you must provide accurate and complete information. This includes details that may affect the delivery of the service, such as any hazards, restricted access, parking limitations, fragile items, security restrictions, or the presence of waste requiring special handling. If information provided is inaccurate or incomplete, we may need to revise the quotation, alter the service schedule, or suspend the work until the issue is resolved. Any delay or additional cost arising from incorrect information may be charged to you.

Booking confirmations may be issued by email, message, or another written format. The confirmation will normally set out the service date, the agreed scope, and any key assumptions or conditions. It is your responsibility to review the confirmation promptly and notify us of any errors. If you request changes after confirmation, we will try to accommodate them, but we cannot guarantee availability or pricing. Significant changes may require a new quotation or a revised booking.

If the service requires an on-site visit, access must be provided at the agreed time. You must ensure that the relevant premises, area, or item is ready for the service to begin. Where preparation by you is required, failure to prepare may result in a delay, rescheduling, or a charge for wasted time. We may refuse to commence work if conditions are unsafe, if access is not available, or if the environment is materially different from the information originally supplied.

Any timeframes given are estimates unless expressly stated as fixed. While we will use reasonable efforts to complete the service within the estimated period, delays may occur due to weather, traffic, supply issues, operational constraints, or matters outside our control. We will not be liable for inconvenience caused by reasonable scheduling changes, provided we act with reasonable care and communicate any material changes as soon as practicable.

Payments

Prices will be set out in the quotation, order summary, or confirmation, and may be stated inclusive or exclusive of taxes where relevant. Unless otherwise agreed in writing, payment must be made in full according to the terms communicated at the time of booking. We may require a deposit, partial prepayment, or full advance payment before work is scheduled or begins. Any deposit may be non-refundable, except where required otherwise by law or where we cancel the service without lawful reason.

Where payment is due after completion, invoices must be paid by the due date stated on the invoice or payment request. If no due date is specified, payment is due immediately upon receipt. We accept payment by the methods we make available from time to time, and we may refuse cashless or card payments that cannot be authorised. You are responsible for ensuring that payment details are correct and that sufficient funds are available.

Late or missed payments may result in suspended services, cancelled appointments, recovery action, or added charges to cover reasonable costs incurred in collecting the debt, to the extent permitted by law. We may also charge interest on overdue sums at the applicable statutory rate or at another rate permitted by law and disclosed on the invoice. Any fees, taxes, or third-party charges arising from failed payment attempts, chargebacks, or payment reversals may also be charged to you where lawful.

Additional work requested during the service may be charged separately if it falls outside the agreed scope. Where the scope changes materially, we may pause the work and provide a revised quotation before proceeding. No employee or contractor is authorised to agree a reduction, waiver, or discount unless confirmed in writing by an authorised representative. Any promotional price or special offer applies only for the stated period and only under the stated conditions.

Cancellations and rescheduling are handled under the terms below. Where a booking has already been scheduled, prepared for, or partially delivered, we may retain all or part of any payment already made to reflect costs incurred, time reserved, and work completed. This may include reasonable administrative costs and any non-recoverable third-party expenses.

Cancellations, Amendments and No-Shows

You may cancel or request a reschedule by giving notice in writing or by any other method we approve. The amount of notice required, and any associated fees, will depend on the type of service, the scheduled date, the resources reserved, and whether specialist materials or subcontractors have been allocated. Where notice is short, we may charge a cancellation fee that reflects genuine loss, administration time, and unrecoverable commitments.

If you cancel after we have begun work, you will be charged for all work carried out up to the point of cancellation, together with any unavoidable costs already incurred. If you fail to provide access, are not present when required, or do not make the property or item available at the agreed time, this may be treated as a late cancellation or no-show. In such circumstances, the full fee or a substantial part of it may be payable, depending on the circumstances and the amount of work lost.

We may cancel, postpone, or amend a booking where necessary for safety, operational, legal, or practical reasons. This may include adverse weather, staff absence, equipment failure, supply chain disruption, site conditions, or the discovery of a hazard not disclosed before attendance. If we cancel without fault on your part, we will either refund sums paid for undelivered services or rearrange the booking at no additional service charge, as appropriate.

Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using suitably trained personnel and appropriate equipment where required. Any product, material, or method used will be selected on the basis of suitability for the agreed task, subject to site conditions and the information provided by you. However, no service can guarantee a particular outcome where results depend on conditions outside our control, hidden defects, pre-existing damage, or the actions of third parties.

You must take reasonable steps to protect items, surfaces, and property that are not included in the service scope. Where valuable, fragile, or sensitive items are present, you should remove them or notify us in advance so that appropriate precautions can be considered. Unless expressly agreed in writing, we do not accept responsibility for items that should reasonably have been secured, stored away, or isolated before the service commenced.

Any instructions you give must be lawful, clear, and consistent with the agreed scope. We may refuse to follow any instruction that is unsafe, unlawful, unethical, or likely to create damage or risk. If you insist on proceeding against our advice, we may withdraw from the service and charge for work already completed or for costs reasonably incurred in preparing to perform the service.

Liability is limited to the fullest extent permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Subject to those exceptions, we will not be liable for indirect, consequential, or economic losses arising from the service, including loss of profit, loss of business, loss of opportunity, or loss caused by delays outside our reasonable control.

Where we are found liable for direct loss or damage arising from our breach of contract or negligence, our total liability will be limited to the amount paid or payable for the specific service giving rise to the claim, or such higher amount as may be required by law. This limit applies to all claims arising from the same event or series of connected events, whether the claim is brought in contract, tort, misrepresentation, or otherwise.

We are not responsible for pre-existing faults, hidden defects, or damage caused by wear and tear, poor maintenance, improper use, or actions taken by you or a third party after completion of the service. We will also not be liable for loss or damage caused by inaccurate information supplied by you, failure to follow our instructions, or failure to notify us of a relevant risk. Any claim should be brought promptly and supported by sufficient detail to allow us to investigate.

Waste Regulations and Environmental Compliance

Where the service involves removal, handling, segregation, transport, or disposal of waste, all parties must comply with applicable waste regulations and environmental requirements. You must accurately describe the nature of any waste before booking and must not present hazardous, prohibited, or misdescribed materials without prior agreement. If waste is found to be misclassified, contaminated, or different from the description provided, we may refuse collection, adjust the price, or require the waste to be separated or removed at your cost.

Any waste transferred to us remains subject to the rules applicable to its type and classification. We may require you to sort waste in advance, package it safely, or ensure it is accessible for lawful removal. You must not include items that are illegal to transport, dispose of, or handle without specialist procedures unless we have expressly agreed to do so and have the appropriate authorisation or capability. Where required, you must retain proof of lawful transfer, disposal, or recycling provided by us or by any authorised third party.

We will handle waste in accordance with applicable environmental duties and will use lawful disposal routes, recycling methods, or treatment facilities where relevant. However, we are entitled to rely on the information you provide about the nature of the waste. If your description is incomplete or inaccurate and this causes a breach, additional compliance cost, or diversion to another facility, you will be responsible for those consequences. Any containers, packaging, or materials left behind may be treated as waste unless otherwise agreed.

Data, Intellectual Property and Confidentiality

In the course of providing services, we may process limited personal data necessary to administer bookings, deliver services, take payment, and meet legal obligations. Any such processing will be carried out in line with applicable data protection law and our internal procedures. You are responsible for ensuring that any personal data you share with us is lawful to disclose and relevant to the service requested.

Any documents, quotes, methods, templates, reports, or service materials we provide remain our intellectual property unless we expressly transfer rights in writing. You may use them only for the purpose for which they were supplied. You must not copy, reproduce, distribute, or commercially exploit our materials without permission. Confidential information shared by either party in connection with the service must be kept confidential unless disclosure is required by law or to perform the service.

Where the service involves access to sensitive information or commercial premises, each party must take reasonable steps to prevent unauthorised disclosure. This obligation continues after completion or termination of the service to the extent that the information remains confidential in nature. Nothing in these terms prevents disclosure of information to professional advisers, insurers, regulators, or law enforcement where necessary and lawful.

Suspension and Termination

We may suspend or terminate the service immediately if you breach these terms, fail to pay sums due, provide unsafe working conditions, or act in a way that makes completion impractical or unlawful. We may also terminate a booking if continuing would expose us or any third party to unacceptable risk. In such cases, you will remain responsible for payment for work already carried out and for any non-recoverable costs incurred.

You may terminate the service if we materially breach these terms and fail to remedy that breach within a reasonable time after being notified, where a remedy is possible. If the service is terminated partway through, each party’s rights and obligations accrued up to that point will survive termination. Any provisions intended to continue after termination, including payment, liability, confidentiality, and governing law, will remain in effect.

Force Majeure, Governing Law and General Terms

We will not be liable for failure or delay in performing our obligations where that failure or delay is caused by events outside our reasonable control. Such events may include extreme weather, fire, flood, epidemic, industrial action, transport disruption, utility failure, acts of government, civil disturbance, or other similar circumstances. Where a force majeure event occurs, we may postpone performance or cancel the service without liability for resulting delay, provided we act reasonably.

These terms and any dispute or claim arising out of or in connection with them, their subject matter, or formation shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory legal rules require otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Entire agreement means that these terms, together with any written booking confirmation or quotation, form the whole agreement between the parties for the relevant service. No statement made orally will amend these terms unless confirmed in writing by an authorised representative. If we do not enforce a right or delay enforcing it, that does not mean we waive it. Any waiver must be in writing to be effective.

Severability applies where a clause is unlawful or unenforceable; it will be read down or removed only to the extent necessary, and the rest of the terms will remain valid. Assignment of your rights or obligations under these terms is not permitted without our prior written consent. We may assign or subcontract our obligations where it is reasonable to do so and where this does not materially reduce the service standard promised to you.

The customer is encouraged to retain a copy of these terms for future reference. By continuing with a booking or using the service after being notified of any update, you confirm acceptance of the applicable version of the service terms and conditions. These terms are designed to provide clarity, fairness, and lawful allocation of risk for both parties.