UK Service Terms and Conditions
These UK service terms and conditions set out the basis on which services are supplied, booked, managed, cancelled, and completed. They are designed to create a clear agreement between the service provider and the client, reducing uncertainty and helping both parties understand their rights and responsibilities. By requesting a booking, confirming an appointment, or accepting a quotation, the client agrees to be bound by these service terms in full, subject to any written variation agreed in advance.
The purpose of these terms and conditions for services is to ensure that the service is delivered in a professional, fair, and lawful manner. They apply to all standard and bespoke service arrangements unless a separate written contract states otherwise. Where there is any inconsistency between a quotation, an invoice, and these terms, the most recent written agreement accepted by both parties will apply. These terms are intended for use in the United Kingdom and should be read alongside any service description or project specification provided at the time of booking.
For the avoidance of doubt, references to “we”, “us”, and “our” mean the service provider, while “you” and “your” refer to the customer, client, or contracting party. The wording below covers the main matters that typically govern service provision terms, including how bookings are made, when payment becomes due, what happens if a booking is cancelled or postponed, the limits of liability, and the handling of waste in accordance with applicable UK regulations.
1. Booking process
All bookings are subject to availability and acceptance by us. A booking request may be made in writing, by telephone, through an online system, or by any other method we make available. A booking is not confirmed until we have acknowledged it and, where required, received any deposit, advance payment, or completed booking form. We may request further information before confirming a booking if it is necessary to assess the scope, timing, access requirements, or any special conditions affecting the service.
When you submit a booking request, you must ensure that all information provided is accurate, complete, and up to date. This includes service requirements, premises access, health and safety considerations, and any restrictions that could affect performance. If details change after the booking is accepted, you must notify us promptly. We reserve the right to adjust the price, amend the schedule, or refuse the booking if material information has been withheld or incorrectly supplied.
If a quotation is provided, it will usually remain valid for the period stated in the quotation. Unless otherwise specified, the quotation is an invitation to treat rather than a binding offer until accepted by you and confirmed by us. Any estimate of time, labour, or materials is given in good faith but may change if the nature of the work differs from what was reasonably apparent at the time of quoting. Additional charges may apply where further work, replacement parts, or specialist equipment become necessary.
We may decline, delay, or cancel a booking where we believe it is unsafe, unlawful, beyond our capability, or otherwise impractical to perform the service as requested. In such cases, we will seek to notify you as soon as reasonably possible. If a booking is accepted subject to conditions, those conditions must be satisfied before the service begins. Failure to meet the required conditions may result in rescheduling, additional charges, or cancellation in line with these service agreement terms.
2. Payments and charges
Unless otherwise agreed in writing, fees are payable in the currency stated on the invoice and by the due date shown. We may require a deposit, part payment, or payment in full before work starts, particularly for urgent, customised, or high-value services. Any deposit paid is used to reserve time and resources and may be non-refundable where stated in the quotation or booking confirmation. The balance must be paid immediately upon completion unless credit terms have been expressly agreed.
Invoices are issued based on the agreed scope of work, the actual services delivered, and any additional approved charges. These may include materials, parking, access costs, waiting time, call-out fees, disposal charges, or other incidental expenses where reasonably incurred. If the service is delayed by factors outside our control, or if the scope changes after booking, we may issue a revised invoice to reflect the work carried out under the service terms and conditions.
Late payment may result in interest, administrative charges, suspension of further services, or recovery action. Interest on overdue sums may be charged at the statutory rate where permitted by law, or at a reasonable commercial rate if stated in the contract documents. You are responsible for all bank charges, currency conversion fees, and similar costs imposed by your payment provider. We reserve the right to withhold delivery of any final documentation, certificate, or completion record until all sums due have been received in full.
3. Cancellations, postponements, and changes
You may cancel or reschedule a booking by giving notice in writing or through the method we specify at the time of booking. Cancellations are only effective once acknowledged by us. If you cancel after confirmation, cancellation fees may apply depending on how much notice is given, the resources already allocated, and whether third-party costs have been incurred. Where a booking has been set aside exclusively for you, we may deduct reasonable costs from any prepaid amount.
If you request a postponement, we will use reasonable efforts to offer an alternative date, but we cannot guarantee availability. A change of date may be treated as a cancellation if significant preparation has already taken place. We may also need to cancel or rearrange a booking due to staff illness, adverse weather, equipment failure, safety concerns, or events beyond our reasonable control. In such circumstances, we will not be responsible for losses arising from the delay, although we will aim to rebook the service as soon as reasonably practicable.
If you fail to provide access, are not present when required, or do not supply the information or materials needed for the service to proceed, we may treat the booking as cancelled by you and charge a reasonable fee. This is particularly relevant where our team attends a site and cannot complete the work because the agreed conditions have not been met. These arrangements are part of the wider UK service contract terms and help ensure resources are used fairly.
4. Delivery of services
We will use reasonable care and skill in performing the services and will aim to complete them within any agreed timeframe. However, all dates and times are estimates unless specifically stated as fixed commitments. Minor delays may occur due to operational factors, access issues, or matters outside our control. Where the service depends on information, approvals, or cooperation from you, we are entitled to rely on that information and are not responsible for delays caused by its inaccuracy or omission.
Where services are carried out at your premises or a nominated site, you must ensure safe access, suitable working conditions, and any necessary permissions, licences, or consents. You are responsible for protecting valuables, fragile items, confidential information, and any area not directly covered by the service. We will take reasonable precautions while working, but you should remove or safeguard items that may be damaged, obstruct the work, or create a hazard.
If the service specification changes during performance, we may pause work until the revised instructions are agreed. Additional services requested on site may be charged separately. We are not obliged to carry out work that falls outside the original scope unless a new agreement is reached. Any completion notice, sign-off, or handover record may be deemed accepted unless you raise a written issue within a reasonable time after completion.
5. Liability and limitations
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability arising out of or in connection with the service, whether in contract, tort, or otherwise, is limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in writing.
We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, loss of goodwill, or anticipated savings, where such loss was not reasonably foreseeable. We are also not responsible for damage caused by items, materials, or instructions supplied by you, provided we have used reasonable care in handling them. Any claim must be notified promptly and with sufficient detail to allow us to investigate. Failure to do so may affect the remedy available.
These service provider terms do not give you rights to withhold payment for undisputed amounts because of a separate complaint, unless required by law or agreed by us in writing. If a defect or issue is caused by our failure to exercise reasonable care and skill, our liability is limited to re-performing the service, rectifying the issue, or providing a reasonable refund, as we decide in good faith and in line with the circumstances.
6. Waste regulations and environmental responsibilities
Where the service generates waste, materials, packaging, removed items, or other disposables, all parties must comply with applicable UK waste regulations and environmental requirements. We may remove and dispose of waste only where this is included in the service scope or separately agreed. If waste handling is part of the service, we will deal with it in a lawful and responsible manner using appropriate carriers, facilities, or transfer arrangements where required.
You must tell us in advance about any waste that may be hazardous, contaminated, restricted, or subject to special handling. This includes, without limitation, materials that may require segregation, documentation, or specialist disposal. We may refuse to handle waste that is unsafe, improperly described, or outside our permitted capabilities. If additional compliance steps are needed, such as protective measures, storage, records, or disposal fees, these may be charged separately under the service terms.
You remain responsible for ensuring that any waste you retain, move, or dispose of independently is managed lawfully. You must not ask us to act in a way that would breach environmental law, duty of care requirements, or any permit, licence, or registration condition. If we reasonably believe that waste presents a legal or safety risk, we may suspend the service until the issue is resolved. No waiver of these obligations will be implied from any previous practice or informal arrangement.
7. Customer obligations
You agree to cooperate reasonably with us, provide accurate instructions, and make timely decisions where approval is needed. You must ensure that any premises, equipment, or materials supplied by you are suitable and safe for the service to proceed. If your actions or omissions cause delay, additional cost, or rework, you may be charged accordingly. You are also responsible for obtaining any permissions from landlords, managing agents, neighbours, or authorities that are required before work begins.
You must not interfere with our team while services are being delivered except where necessary for safety or agreed supervision. Where children, pets, vulnerable persons, or sensitive equipment are present, you must take appropriate precautions. We may suspend work if we believe the environment is unsafe, obstructed, or incompatible with completion. Any time lost due to unsafe conditions, restricted access, or lack of preparation may be chargeable if this is reasonable in the circumstances.
8. Complaints and remedies
If you are unhappy with any aspect of the service, you should raise the issue as soon as possible and provide reasonable detail. This allows us an opportunity to investigate, correct, or explain the matter. We may request photographs, records, or access to the relevant area so that we can assess the problem fairly. Delays in reporting an issue may make it harder to determine responsibility or provide a suitable remedy.
Where a complaint is upheld, we may choose to reperform the relevant service, repair the issue, issue a partial refund, or take another reasonable step to resolve the matter. Our aim is to reach a proportionate outcome in line with the nature of the complaint and the service delivered. Nothing in this clause affects your statutory rights as a consumer where those rights apply under UK law.
9. Governing law and jurisdiction
These terms and any dispute or claim arising from them, their subject matter, or their formation are governed by the law of England and Wales, unless the parties agree otherwise in writing. If you are based in Scotland or Northern Ireland, mandatory local consumer or statutory protections may still apply where relevant. The parties submit to the exclusive jurisdiction of the courts of England and Wales, except where applicable law requires a different forum.
Each provision of these terms operates separately. If any part is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by us in enforcing a right will amount to a waiver of that right. These are standard service terms and conditions UK and are intended to support clarity, compliance, and fair dealing across the whole service relationship.
By proceeding with a booking, paying an invoice, or accepting the supply of services, you confirm that you have read, understood, and accepted these terms. They form the basis of the agreement between the parties and apply unless replaced by a later written contract signed or otherwise agreed by both sides. These terms should be reviewed regularly to ensure they remain suitable for the services offered and the applicable legal framework.
