Terms and Conditions for Service Provision

These Terms and Conditions govern the supply of services by the provider to the customer and set out the basis on which any service booking, work order, or instruction is accepted. By making a booking or requesting services, the customer confirms that they have read, understood, and agreed to these terms. These conditions are intended to create a clear and fair framework for both parties, covering the booking process, payment obligations, cancellation rights, service limitations, waste handling requirements, liability, and the governing law that applies to the agreement.

The service agreement applies to all standard, ad hoc, and recurring appointments unless a separate written contract states otherwise. In these terms, references to “we,” “us,” and “our” mean the service provider, and references to “you” or “the customer” mean the individual or business placing the booking. Where a customer books on behalf of another person or organisation, they confirm that they have authority to do so and that the person or organisation will be bound by these terms. If any provision is found to be unenforceable, the remaining provisions will continue to apply in full force.

Booking process begins when the customer submits a request for services, accepts a quotation, or otherwise confirms a proposed appointment. All bookings are subject to availability, verification of the information provided, and acceptance by us. A booking is not guaranteed until we have issued confirmation, whether by written notice, electronic message, or other clear acknowledgment. We may request additional details before confirming the booking, including service location, access requirements, scope of work, parking restrictions, item descriptions, or any special conditions that could affect delivery of the service.

It is the customer’s responsibility to provide accurate, complete, and up-to-date information at the time of booking. If the details supplied are incorrect or incomplete, we reserve the right to revise the price, amend the appointment, or decline to proceed where the service cannot reasonably be delivered as originally planned. The customer must ensure that the premises, area, or items to be serviced are accessible and ready at the agreed time. Delays caused by locked access, unavailable parking, unsafe conditions, restricted entry, or missing instructions may result in additional charges or rescheduling. Any estimate of time or completion is given in good faith but is not a guaranteed completion time unless expressly stated in writing.

If the service requires specific preparation, the customer must complete that preparation before the appointment. This may include clearing access routes, isolating relevant utilities, securing pets, or separating items that are not to be handled. Where the service is dependent on third-party approval, site rules, management permission, or permit conditions, the customer is responsible for obtaining all necessary consent before the appointment date. We may refuse to start or continue the service if we believe the conditions are unsafe, unlawful, or materially different from those described at booking.

Any quotation or price estimate provided before the work begins is based on the information available at that time. If the scope changes, additional work is requested, or conditions differ from those disclosed, we may issue a revised quotation. The customer may accept the revised price and continue, or decline the extra work, in which case we will proceed only with the originally agreed scope if it remains practical to do so. We are not liable for delays caused by events outside our reasonable control, including severe weather, transport disruption, equipment failure, labour shortages, or sudden legal restrictions.

Payments are due in accordance with the payment terms set out in the quotation, invoice, or booking confirmation. Unless otherwise agreed, payment must be made in full on or before completion of the service. For certain service arrangements, we may require a deposit, advance payment, or card pre-authorisation to secure the booking. Deposits are normally non-refundable except where cancellation rights expressly apply under these terms or where we are unable to provide the service.

Accepted payment methods may include bank transfer, debit card, credit card, or another method we designate from time to time. If an invoice is issued, the customer must pay by the stated due date. Late or failed payment may result in suspension of future services, administrative fees where permitted, and recovery action for the unpaid sum. The customer remains responsible for all reasonable costs incurred in collecting overdue amounts, including debt recovery charges, court fees, and legal expenses to the extent allowed by law.

Unless expressly stated otherwise, all prices are shown exclusive of VAT and other applicable taxes. Where tax applies, it will be added at the appropriate rate. Any discount, promotional rate, or special offer is valid only for the period and conditions specified. We may withdraw or vary a discount at any time before acceptance of a booking. In the event of a pricing error caused by a typographical mistake or system issue, we may correct the price and seek the customer’s agreement before proceeding.

Cancellation or rescheduling requests should be made as soon as reasonably possible. If the customer cancels after booking confirmation, we may charge a cancellation fee to reflect lost time, reserved resources, and administrative costs. The amount of any fee will depend on how much notice is given and whether materials, labour, or specialist equipment have already been allocated. Where a deposit has been taken, it may be retained in part or in full to the extent of our reasonable loss, subject always to applicable consumer protection law.

If the customer is not present at the agreed time, does not provide access, or otherwise makes it impossible to perform the service, this may be treated as a late cancellation or failed appointment. In such cases, we reserve the right to charge for the wasted visit, including travel and labour time. If we need to cancel or reschedule, we will use reasonable efforts to provide notice and offer an alternative appointment. We will not be responsible for indirect losses arising from a change of date, provided we act reasonably and in good faith.

Changes to the scope of services may affect the price, duration, and any guarantee attached to the work. Any amendment requested by the customer after booking may only take effect when accepted by us. We may decline changes that are unsafe, impractical, outside our competence, or inconsistent with applicable law. If an appointment is postponed because the customer is not ready, the service may be rebooked subject to availability and may be charged again if a fresh visit is required.

We will provide the service with reasonable care and skill, using personnel and equipment appropriate to the task. Any materials supplied by us will be suitable for ordinary use in accordance with their intended purpose unless otherwise stated. The customer acknowledges that service outcomes may depend on pre-existing conditions, hidden defects, site restrictions, or information supplied by third parties. Accordingly, where a service is affected by unknown or concealed issues, we may need to stop work, change the method, or recommend additional steps before continuing.

The customer must ensure that any goods, fixtures, surfaces, or areas to which the service relates are lawful to access and safe to handle. The customer is responsible for removing fragile, valuable, or hazardous items that should not be touched unless they have specifically instructed us otherwise and we have agreed to proceed. Any special instructions must be provided in writing or clearly confirmed before the service starts. We are entitled to rely on the information provided by the customer and will not be responsible for losses caused by inaccurate, misleading, or incomplete instructions.

The customer should inspect the work promptly on completion and raise any obvious concerns within a reasonable time. If any issue is reported, we may be entitled to inspect, re-perform, repair, or otherwise remedy the matter before any refund or compensation is considered. This does not affect any rights that cannot be excluded under law. Where a service includes optional extras, consumables, or separate charges, these will be identified as additional items and may be billed accordingly.

Liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, we will not be liable for any loss that is not reasonably foreseeable, including loss of profit, loss of business, loss of goodwill, or indirect and consequential loss arising from the provision or non-provision of services.

Where we are found liable for a valid claim arising from our breach of contract or negligence, our 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 reflects the commercial risk accepted by both parties and applies whether the claim is brought in contract, tort, negligence, breach of statutory duty, or otherwise. The customer must take reasonable steps to minimise any loss and must notify us promptly of any issue.

We are not responsible for damage caused by pre-existing defects, wear and tear, poor maintenance, unsuitable conditions, or the customer’s failure to follow instructions. Where the customer asks us to work on fragile, aged, modified, or low-value items, they accept the increased risk inherent in that request. We are also not liable for delays or failures caused by force majeure events, including but not limited to fire, flood, pandemic restrictions, strikes, supply shortages, power outage, or transport interruption beyond our control.

Waste regulations apply to any removal, handling, transportation, segregation, or disposal of waste arising from the service. The customer must accurately describe any waste, refuse, recyclable material, bulky item, or hazardous substance before the appointment. We may refuse to handle items that are prohibited, unsafe, improperly packaged, contaminated, or subject to special legal controls. Where waste transfer, disposal, or documentation is required by law, the customer agrees to provide the necessary information and cooperate fully with all compliance requirements.

We will deal with waste in accordance with applicable UK waste legislation and any relevant duty of care obligations. This may include separating waste streams, preventing unlawful disposal, and ensuring that items are taken to an authorised facility or transferred to a licensed operator where required. The customer must not request disposal of restricted waste in a manner that would breach environmental or safety rules. If the customer fails to disclose hazardous or controlled materials, they will be responsible for all losses, clean-up costs, fines, and claims arising from that failure.

Unless otherwise agreed, any waste identified at the time of booking must be included in the quoted scope. Additional waste discovered during the service may incur extra charges and may require revised handling arrangements. We reserve the right to suspend work if we believe the waste cannot be lawfully removed as planned. The customer is responsible for ensuring that ownership of items for disposal is clear and that no third-party consent is needed for removal. We may require written confirmation before accepting certain categories of waste.

We may assign, subcontract, or transfer our rights and obligations under these terms where reasonably necessary to deliver the service, provided that such arrangement does not materially reduce the standard of service owed to the customer. The customer may not assign their rights without our prior written consent. If we choose not to enforce any part of these terms on one occasion, that does not amount to a waiver of our right to enforce it later. A failure or delay in exercising any right will not prevent us from relying on that right in the future.

If any provision of these terms is held invalid or unenforceable by a court or competent authority, it shall be severed to the minimum extent necessary and the remaining provisions shall continue in effect. These terms, together with any written quotation or booking confirmation, form the entire agreement between the parties in relation to the service and supersede prior discussions or representations, except where fraud or misrepresentation is established. The customer confirms that they have not relied on any statement not set out in the final agreed documents.

The customer acknowledges that service records, invoices, and related documents may be stored and processed for administrative, accounting, and legal purposes in accordance with applicable data protection law. Any personal data provided in connection with a booking will be handled only as needed to administer the service, comply with legal obligations, and manage legitimate business interests. We will take reasonable measures to keep records secure and to process information lawfully. Further details may be set out in a separate privacy notice where applicable.

Governing law and jurisdiction are essential parts of this agreement. These terms and any dispute or claim arising from them, whether contractual or non-contractual, shall be governed by the laws of England and Wales unless another part of the United Kingdom lawfully applies by mandatory rule. The courts of England and Wales shall have exclusive jurisdiction to settle disputes, except where consumer law requires the matter to be heard elsewhere.

Before starting formal proceedings, both parties agree to use reasonable efforts to resolve disputes informally and promptly. This may include reviewing documents, discussing the issue in good faith, and allowing a reasonable opportunity to inspect or correct the service where appropriate. Nothing in this clause prevents either party from seeking urgent relief where necessary or from taking steps required to protect legal rights, recover debt, or preserve evidence.

These service terms and conditions may be updated from time to time to reflect changes in law, operational practice, or service arrangements. The version in force at the time of booking will normally apply to that booking unless a later version is expressly agreed in writing. By proceeding with a booking, the customer confirms that they accept the current terms as part of the contract for services and understand that the agreement is designed to allocate responsibilities fairly and transparently.