Terms and Conditions for UK Services
These Terms and Conditions set out the basis on which we provide our UK service to customers. By making a booking, confirming an order, or allowing the service to begin, you agree to be bound by these terms. Please read them carefully before proceeding. They are written to reflect a fair and clear service relationship, covering the booking process, payment terms, cancellations, liability, waste regulations, and the law that applies to the agreement. These terms are intended for general use and should be read alongside any quotation, invoice, or service description provided to you.
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 the service. Where the context requires it, a “service” includes any agreed work, labour, collection, installation, maintenance, removal, or other task described in the booking confirmation. We may update these terms from time to time, and the version in force at the time of booking will normally apply to your service unless otherwise stated.
If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right under these terms does not mean that we waive that right in the future. Headings are provided for convenience only and do not affect interpretation. These terms are designed to be understood in a practical way and should be read as a whole, not in isolation. We recommend keeping a copy for your records.
Booking Process
A booking may be made by any method we make available, including telephone, email, online form, or written acceptance of a quotation. A booking is only considered confirmed when we have accepted it and provided written or electronic confirmation. Until confirmation is issued, no binding agreement for the service is created unless we expressly say otherwise. We may ask for further information before confirming a booking, especially where the service depends on site conditions, access, or customer-supplied details.
When you make a booking, you must ensure that all information you provide is complete, accurate, and up to date. This includes service address, access details, special requirements, and any relevant safety information. If the information changes before the service date, you must notify us promptly. We are entitled to rely on the details provided by you when preparing the service. Any delay, additional work, or extra charge caused by incomplete or inaccurate information may be charged to you.
We may offer an estimate, quotation, or fixed price. Unless stated otherwise, estimates are provided in good faith but are not binding, while quotations may be subject to certain assumptions and exclusions. If the scope of work changes after booking, we may revise the price, timing, or method of delivery. Any change that has a material effect on the service will normally be communicated to you before work continues. You may then choose whether to proceed on the revised basis.
Service Availability and Customer Responsibilities
You are responsible for ensuring that the site, property, or premises are ready for the service at the agreed time. This may include providing access, making parking arrangements where needed, securing pets, clearing obstacles, and ensuring that power, water, or other facilities are available where reasonably required. If we cannot complete the service because access is not available or conditions are unsuitable, we may treat this as a late cancellation or failed attendance and charge accordingly.
We will use reasonable care and skill in delivering the service, but the exact timing may vary due to weather, traffic, staffing, equipment issues, or other events outside our control. Any times provided are estimates unless we expressly agree a fixed appointment window. We will take reasonable steps to keep you informed if we expect a delay. Time is not of the essence unless we specifically agree otherwise in writing.
Where the service involves waste removal, disposal, loading, or collection, you must only present items that are lawful, safe, and properly described. You must not include prohibited or hazardous materials unless we have agreed in advance and confirmed that we are authorised and equipped to handle them. We may refuse to remove items that could create a risk to health, safety, property, transport, or the environment.
Payments
Unless we agree alternative terms in writing, payment is due in full at the time stated on the booking confirmation or invoice. We may require a deposit, part payment in advance, or full prepayment before starting the service. If a deposit is paid, it forms part of the total service price and will be set off against the final amount due unless the booking is cancelled in circumstances where the deposit is retained under these terms.
All prices will be stated inclusive or exclusive of VAT as applicable. If VAT applies, it will be charged at the prevailing rate. Any additional charges for call-out time, materials, extra labour, waiting time, disposal costs, specialist equipment, or out-of-scope work will be notified where practicable and may be added to the final invoice. Unless otherwise agreed, payment must be made by the method specified by us and must clear in full without deduction, set-off, or withholding.
Late payment may result in suspension of further services, recovery action, and interest or administration charges to the extent permitted by law. We reserve the right to recover reasonable costs incurred in pursuing overdue accounts, including debt collection fees and legal expenses where recoverable. If you dispute an invoice, you must notify us promptly and pay any undisputed amount on time. A genuine dispute will not excuse non-payment of sums that are clearly due.
Cancellations and Amendments
You may cancel or amend a booking by giving notice in writing or through any method we accept for that purpose. The amount of notice required may depend on the type of service, the resources allocated, and whether specialist equipment or subcontractors have been arranged. Where a booking is cancelled with sufficient notice, we may offer a full or partial refund of sums paid, subject to any non-recoverable costs already incurred.
If you cancel too close to the service date, fail to provide access, or are otherwise unable to proceed when we attend, we may charge a cancellation fee, make a reasonable deduction from any advance payment, or invoice you for losses directly caused by the cancellation. Such charges may reflect preparation time, travel, allocated labour, and materials reserved specifically for your booking. Cancellations are assessed fairly and proportionately.
We may also cancel, reschedule, or refuse to carry out the service where we reasonably believe there is a safety risk, a legal restriction, inaccurate information, non-payment, abusive behaviour, or circumstances beyond our control that prevent proper performance. In such cases, we will aim to notify you as soon as reasonably possible. Where appropriate, we may offer an alternative date or refund sums paid for work not carried out, but we will not be liable for indirect losses arising from the cancellation.
Liability and Limitations
We are responsible for delivering the service with reasonable care and skill. If we fail to do so, and this causes direct loss or damage, we will take reasonable steps to remedy the issue, provide a repeat service, reduce the price, or offer another appropriate solution, depending on the circumstances. Your legal rights as a consumer, where applicable, are not affected by these terms.
Our liability is limited to losses that are foreseeable and directly caused by our breach or negligence. We do not accept responsibility for business interruption, loss of profit, loss of opportunity, or any indirect or consequential loss, except where such limitation is not permitted by law. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
You are responsible for protecting valuable, fragile, or removable items before the service begins unless we have agreed in writing to handle them. We are not liable for pre-existing damage, wear and tear, hidden defects, or damage caused by items or conditions that were not reasonably discoverable at the time of service. If you believe damage has occurred, you must notify us promptly and allow us a reasonable opportunity to inspect the issue.
Where we use third-party products, manufacturers, subcontractors, or delivery providers, we are not liable for faults or delays caused by those third parties unless the law requires otherwise. Any warranty offered by a manufacturer or supplier will be separate from these terms. We may assign or subcontract all or part of the service, provided that this does not materially reduce the standard of performance you are entitled to expect.
Waste Regulations and Disposal
Where the service includes removal, transport, handling, or disposal of waste, both parties must comply with applicable UK waste law and environmental requirements. You must accurately describe the waste or items to be collected and must not conceal hazardous, restricted, or illegally disposed materials. If waste is misdescribed, contaminated, or includes prohibited substances, we may refuse collection or charge additional fees for safe handling and lawful disposal.
We will only transport and dispose of waste in a lawful manner and, where required, through authorised facilities or licensed carriers. If any waste transfer notes, records, or declarations are required, you agree to cooperate by providing the necessary information and confirming the description of the waste. We may request evidence of origin, composition, or ownership if needed for compliance. Any service involving waste is provided on the basis that the waste remains lawful to collect, move, and dispose of.
For health and safety reasons, you must not place sharp objects, biohazards, asbestos, chemicals, gas cylinders, electrical items with damaged batteries, or other dangerous materials in with general waste unless expressly accepted in advance. If such items are discovered during the service, we may stop work, isolate the material, and charge for any additional steps required to manage the risk. We are entitled to refuse any item that could breach waste regulations, transport rules, or environmental obligations.
Complaints, Changes, and General Provisions
If you are unhappy with any part of the service, you should notify us as soon as reasonably possible so that we can investigate and, where appropriate, take corrective action. Prompt notification helps preserve evidence and allows us to address the matter efficiently. Any complaint will be considered in good faith and in a timely manner. This process does not remove any statutory rights that apply to you.
We may update, replace, or discontinue aspects of the service where this is necessary for operational, legal, or commercial reasons. Where an update materially affects an existing booking, we will seek to act fairly and communicate the change in advance where reasonably possible. No variation to these terms will be effective unless agreed by us in writing or through an authorised electronic confirmation. Oral statements will not modify these terms unless expressly confirmed.
The relationship between the parties is that of independent contractor and customer. Nothing in these terms creates a partnership, joint venture, agency, or employment relationship. You may not assign your rights or obligations under these terms without our prior written consent, but we may assign or transfer our rights where this does not prejudice your position. If we choose not to exercise a right immediately, that does not prevent us from exercising it later.
These terms are governed by the law of England and Wales, unless mandatory local law requires otherwise. Any dispute arising out of or in connection with the service or these terms will be subject to the courts that have jurisdiction under that law. If you are based elsewhere in the UK, nothing in this clause is intended to remove protections that cannot legally be excluded by agreement.
By proceeding with the booking and allowing the service to continue, you confirm that you have read, understood, and accepted these Terms and Conditions. You also confirm that you have authority to agree to them on behalf of any other person or organisation involved in the booking. In the event of any conflict between these terms and a specific written agreement, the specific written agreement will take precedence to the extent of the inconsistency.
These terms aim to provide a balanced framework for a UK service, with clear expectations on booking, payment, cancellation, responsibility, and compliance. We encourage customers to review all service details carefully before confirming any arrangement. Clarity, fairness, and lawful performance remain central to the way the service is delivered.
