Service Terms and Conditions

These service terms and conditions set out the basis on which we provide our services to customers 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 terms. Please read them carefully before proceeding. They are intended to create a clear, fair, and practical agreement between you and us, covering the booking process, payment terms, cancellations, liability, waste handling obligations, and the law that applies to this service contract.

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 or the person acting on behalf of the customer. These terms apply to all standard service bookings unless we expressly agree otherwise in writing. Any variation to these UK service terms must be confirmed by us in writing to be valid.

Where our services involve time-sensitive work, access arrangements, specialist equipment, or the removal of items or materials, you acknowledge that accurate information is essential. Misleading or incomplete information may affect pricing, scheduling, and the safe delivery of the service. We reserve the right to adjust quoted charges or refuse to proceed if the information provided is materially incorrect or if the site conditions differ significantly from those described at booking.

1. Booking Process

A booking may be made by telephone, email, online form, messaging system, or any other method we make available from time to time. A booking request is not confirmed until we have accepted it and, where required, received any deposit or pre-authorisation. The booking confirmation may include the service date, time window, scope of work, pricing basis, and any assumptions relied upon in preparing the quotation. Service booking terms apply from the moment the booking is confirmed.

You must ensure that all details supplied at the time of booking are complete and accurate. This includes, where relevant, the address, access details, parking arrangements, nature of the work, quantity or condition of items, and any hazards that may affect the service. If the service requires permits, permissions, building access, occupancy notices, or other approvals, you are responsible for obtaining them in advance unless we agree otherwise in writing.

Any quotation we provide is based on the information available at the time and may be revised if the scope changes or the actual circumstances differ from those described. Quotations are generally valid for the period stated in the quotation or, if no period is stated, for a reasonable period only. We may decline or cancel a booking if we reasonably believe the work is unsafe, unlawful, beyond our available capacity, or outside the agreed service description.

We may allocate a specific time slot or provide a wider attendance window depending on the type of service and operational constraints. While we will use reasonable efforts to attend on the agreed date and within the stated time, timing may be affected by traffic, weather, access restrictions, prior job overruns, or other factors beyond our control. Time shall not be of the essence unless expressly agreed in writing. If your booking depends on a strict deadline, you should notify us before confirmation so we can assess whether it is suitable.

It is your responsibility to ensure that someone with authority is present, if required, to approve the work, confirm access, or sign off completion. If no one is available and we are unable to carry out the service because of this, we may charge a call-out fee or the full booked fee, depending on the nature of the appointment and the resources already committed.

If the service involves any change to the agreed scope, such as additional labour, extra materials, extended duration, or unforeseen removal volumes, we may pause the work and request your approval for revised pricing before continuing. We aim to act transparently so that the service agreement remains clear and manageable for both sides.

2. Payments

Unless otherwise agreed in writing, payment is due in full on completion of the service or in advance where the service type requires prepayment. We may require a deposit to secure a booking, particularly for larger, bespoke, urgent, or resource-intensive jobs. Deposits are usually offset against the final invoice unless stated otherwise. All prices are quoted in pounds sterling and may be shown inclusive or exclusive of VAT, depending on the quotation or invoice.

You agree to pay all amounts due in accordance with the invoice and any stated payment terms. If payment is not received when due, we may charge reasonable late-payment interest and recovery costs to the extent permitted by law. We also reserve the right to suspend further work, withhold completion documentation, or refuse future bookings until outstanding sums are settled. UK service payment terms are designed to ensure prompt settlement and administrative fairness.

Any discounts, promotional rates, or special offers are discretionary and may be withdrawn at any time unless they have already been confirmed for a specific booking. Additional charges may apply for congestion-related delays, restricted access, waiting time, after-hours attendance, emergency response, specialist handling, consumables, disposal costs, or any other item identified in the quotation or reasonably necessary to complete the service.

3. Cancellations and Rescheduling

If you wish to cancel or reschedule a booking, you should notify us as soon as possible. The amount chargeable may depend on how much notice is given and whether we have already incurred costs, reserved labour, purchased materials, or committed vehicles and equipment. Cancellations made after significant preparation or on the day of attendance may be subject to a cancellation fee or the full service charge where appropriate.

Where a deposit has been paid, its refundability will depend on the notice given and the work already undertaken. If a booking is cancelled by you with sufficient notice, we will usually refund any amount due after deducting reasonable administrative costs or non-recoverable expenses, unless the quotation or booking confirmation states otherwise. If you fail to attend, provide access, or otherwise prevent the service from being carried out, this may be treated as a late cancellation or no-show.

We may also need to cancel or reschedule due to staff illness, vehicle failure, extreme weather, safety concerns, legal restrictions, force majeure, or other circumstances beyond our control. In such cases, we will use reasonable efforts to offer an alternative date or suitable solution. Our liability for cancellation in these circumstances will be limited to refunding any sums paid for the cancelled element, subject to the rest of these terms and any non-refundable charges already incurred.

4. Liability and Service Standards

We will carry out the services with reasonable skill and care, using suitably trained personnel and, where applicable, appropriate tools and procedures. However, except where required by law, we do not guarantee that a particular outcome will be achieved in every case, especially where results depend on third-party actions, pre-existing conditions, hidden defects, weather, or the quality of information supplied by you. The scope of our responsibility is limited to the service expressly agreed.

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 be excluded under UK law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any loss arising from information not disclosed to us before the service begins. Any claim for damage must be notified promptly and, where possible, before items are moved, disposed of, altered, or repaired by third parties.

Where you have asked us to work on fragile, valuable, sentimental, or unusual items, you accept that some services carry inherent risk. You are responsible for telling us in advance about any special handling requirements, hidden vulnerabilities, or items of exceptional value. If you choose not to disclose such information, our liability may be reduced to the extent that the loss or damage was caused or contributed to by that omission.

We do not accept responsibility for pre-existing faults, wear and tear, latent defects, structural issues, or deterioration that becomes apparent during or after the service unless caused by our negligence. If we need to pause work because a situation appears unsafe, unsuitable, or outside our competence, we may do so without liability for delay. Any advice we provide is given in good faith, but you remain responsible for deciding whether to proceed and for obtaining any independent professional assessment where needed.

If you are acting as a business customer, you agree that the limitations and exclusions in these terms are reasonable and necessary to allow us to provide services at a fair price. Where we are found liable, our total aggregate liability arising out of or in connection with the relevant booking shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by applicable law.

5. Waste Regulations and Disposal

Where our services involve removal, transport, handling, or disposal of waste, you must ensure that the items presented for collection are accurately described and lawfully available for transfer. You are responsible for telling us whether the waste includes general household waste, commercial waste, construction materials, electrical items, hazardous materials, sharps, liquids, asbestos, chemicals, contaminated items, or any other restricted substance. We may refuse to handle materials that cannot be accepted safely or lawfully.

You acknowledge that waste disposal must comply with applicable UK waste legislation, environmental rules, and duty-of-care requirements. We will manage waste in accordance with our legal obligations and any applicable carrier, transfer, or disposal arrangements. You must not present items for removal that you have no right to dispose of, or that require specialist disposal unless we have expressly agreed to handle them. If incorrect or incomplete description of waste causes additional cost, delay, regulatory risk, or disposal surcharge, you will be responsible for those consequences.

Where relevant, you agree to retain any documents, transfer notes, invoices, or records that may be required to demonstrate lawful disposal. If a service includes the clearance of mixed materials, you must separate out prohibited items where requested and ensure that any waste passed to us does not contain dangerous goods unless we have expressly accepted them in writing. We reserve the right to reject, segregate, or return any material that is unsafe or non-compliant.

6. Customer Obligations

You agree to provide safe and reasonable access to the premises, including any necessary keys, codes, parking permissions, lifts, or site instructions. You must take reasonable steps to protect valuables, fragile objects, confidential information, and personal property before we arrive. If the service is likely to create dust, noise, disruption, or temporary unavailability of parts of the premises, you should prepare accordingly and tell us about any special restrictions in advance.

You also agree not to ask us to carry out any service that would breach the law, any applicable regulation, or any third-party restriction. If our work is delayed or made more difficult by your failure to comply with these obligations, we may charge for waiting time, aborted attendance, additional labour, or repeat visits. Any service terms and conditions should be read together with the quotation and booking confirmation.

Where you instruct us on behalf of another person or organisation, you confirm that you have authority to do so and that the person or organisation will be bound by these terms. You will be responsible for any breach caused by false authority, inaccurate instructions, or failure to secure consent where consent is required. This applies equally whether the booking is made by a homeowner, tenant, landlord, business, or agent.

7. Complaints, Changes, and Termination

If you are unhappy with any part of the service, you should notify us promptly so that we may investigate and, where appropriate, seek to resolve the issue. You agree to allow us a reasonable opportunity to inspect, correct, or complete the relevant work before arranging third-party intervention, unless urgent safety reasons make this impossible. No refund or adjustment will be considered for issues not raised within a reasonable time, except where the law provides otherwise.

We may make reasonable changes to these terms from time to time. Updated terms will apply to new bookings made after the effective date of the revised version. The terms in force at the time of your confirmed booking will usually govern that booking unless a change is required by law or you agree to the updated wording in writing. We may also terminate or suspend a booking if you materially breach these terms or if continuing would be unsafe, unlawful, or commercially unreasonable.

Termination or suspension does not affect accrued rights, including our right to recover outstanding payments, cancellation charges, or amounts due for work already carried out. Any provision that is intended to survive completion or termination, including liability limitations, payment obligations, and waste-related responsibilities, shall continue to apply for so long as necessary.

8. Governing Law

These terms, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales, unless another part of the United Kingdom is expressly stated in the booking confirmation and a different legal regime is required by applicable law. The courts shall have exclusive jurisdiction over any dispute arising from the service contract, subject to any mandatory rights available to consumers or business customers under applicable legislation.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as severed to the extent necessary, and the remaining provisions shall continue in full force and effect. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. These provisions are intended to create a balanced and enforceable framework for the delivery of our UK services.

By proceeding with a booking, you confirm that you have read, understood, and accepted these service terms and conditions. If you do not agree to them, you should not place a booking or permit the service to begin. These terms represent the entire agreement between the parties in relation to the relevant booking, except where a specific written variation has been agreed.