Service Terms and Conditions
These service terms and conditions set out the basis on which our services are provided in the United Kingdom. By making a booking, placing an order, or otherwise requesting work from us, you agree to be bound by these terms. They are intended to give you a clear understanding of the service agreement, including how bookings are accepted, how payments are handled, what happens if plans change, and how liability is managed. Please read them carefully before confirming any request for service.
These terms apply to all services we supply, whether booked online, by telephone, by email, or through any other permitted method. They form part of the contract between you and us together with any written quotation, service description, estimate, or order confirmation. If any part of these terms of service conflicts with a more specific written agreement, the specific agreement will usually take priority for the relevant service only. Nothing in these terms affects your statutory rights under UK law.
In these conditions, references to “we”, “us”, or “our” mean the service provider, and references to “you” or “your” mean the customer or business receiving the service. The wording “service”, “booking”, “appointment”, “job”, or “instruction” may be used interchangeably depending on the nature of the work. These service terms and conditions should be interpreted in a practical way so that they remain fair, reasonable, and consistent with the type of work being carried out.
1. Booking Process
Bookings may be requested only by a person who has authority to enter into a contract on behalf of the relevant household, business, or organisation. When you request a service booking, you must provide accurate and complete information, including the type of work required, the location, access details, preferred dates, and any special conditions that may affect delivery. We rely on this information when assessing availability, pricing, and the resources needed to complete the work safely and properly.
A booking is not confirmed until we have issued a written confirmation, accepted payment where required, or otherwise stated in writing that the work has been scheduled. Any quotation we give before acceptance is usually based on the information available at the time and may be revised if the details later prove incomplete or inaccurate. A confirmed booking may be subject to site inspection, minimum notice periods, availability of staff, equipment, or materials, and any other reasonable conditions stated at the time of ordering.
We may decline a request for service at our discretion, including where the work is outside our scope, the site is unsafe, the instructions are unclear, payment risk is unacceptable, or the booking would breach law or regulation. We may also ask for identification, proof of address, business authorisation, or other information needed to verify the booking. Where a booking is made on behalf of a company or organisation, the individual placing the order confirms they have authority to bind that entity to the service contract.
2. Service Standards and Customer Responsibilities
We will use reasonable skill and care to deliver the service in line with the agreed description, any specifications supplied, and any applicable industry standard. Where exact outcomes depend on factors outside our control, such as existing conditions, access limitations, weather, hidden defects, or third-party interference, the result may vary accordingly. Where relevant, we may pause work if continuing would compromise safety, quality, compliance, or the integrity of the service provision.
You must ensure that the site is accessible, safe, and ready for the service at the agreed time. This includes providing entry arrangements, clearance of obstructions where reasonably required, and warning us of hazards such as fragile surfaces, electrical risks, contaminated items, water leaks, structural issues, or restricted access. If we are delayed or prevented from working because preparations were not completed or information was incomplete, we may charge for waiting time, abortive attendance, or reattendance where reasonable.
You are responsible for securing valuables, removing personal items from areas affected by the work, and protecting vulnerable surfaces or materials unless we have specifically agreed to do so. If you ask us to move items, disconnect fittings, or carry out any task involving existing equipment or installations, you acknowledge that older or poorly maintained items may be fragile or fail unexpectedly. We are not responsible for deterioration caused by ordinary wear, pre-existing faults, or matters that a reasonable inspection would not have revealed.
3. Payments and Charges
Charges may be fixed, estimated, hourly, daily, staged, or calculated on another basis depending on the service. All prices, unless stated otherwise, are exclusive of VAT and any other applicable taxes or statutory charges. Where a quote is based on the expected scope of work, any additional work requested by you, or made necessary by circumstances not reasonably foreseeable at the time of booking, may be charged separately. A service quote is only valid for the period stated in it, or if no period is stated, for a reasonable time.
Payment terms will be set out in the quotation, invoice, or booking confirmation. We may require full payment in advance, a deposit, part-payment, or payment on completion depending on the nature and risk of the job. Unless otherwise agreed in writing, invoices are payable immediately upon issue or within the stated payment period. If payment is made by bank transfer, card, or another method, you must ensure funds clear in time. We are not obliged to begin or continue work until the required payment has been received.
If payment is late, we may suspend the service, withhold any deliverables, charge reasonable administration costs, and recover interest and compensation to the extent permitted by the Late Payment of Commercial Debts legislation or other applicable UK law. We may also pass on reasonable costs incurred in recovering overdue amounts. You may not withhold payment, set off sums, or deduct amounts unless we have agreed this in writing or you have a valid legal right to do so. Any dispute about part of an invoice does not affect the requirement to pay any undisputed balance.
4. Cancellations, Rescheduling and No-Shows
You may request cancellation or rescheduling by giving notice in writing or through the method specified in the booking confirmation. If you cancel after we have reserved time, staff, materials, or equipment for your service, we may charge a cancellation fee that reflects our reasonable costs and lost opportunity, especially where notice is short. The amount may depend on the stage of preparation and whether third-party costs have already been committed on your behalf.
If you wish to move an appointment, we will try to accommodate a new date, but availability cannot be guaranteed. A rescheduled booking may be treated as a cancellation of the original appointment if the new date cannot be agreed within a reasonable period. If you are not present, do not provide access, or otherwise fail to attend at the scheduled time, we may treat this as a no-show and charge for wasted attendance, travel, and related costs. Where we arrive and cannot complete the work due to your failure to prepare the site or provide access, similar charges may apply.
We do not exclude or limit liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, our liability to you for any loss or damage arising from the service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, will be limited as set out in these terms. This limitation is intended to be fair and to reflect the commercial nature of the service conditions.
10. Governing Law and Jurisdiction These UK service terms are governed by the laws of England and Wales, unless we expressly state otherwise in writing. If the service is supplied to a customer based in Scotland or Northern Ireland, mandatory local legal rules may still apply where required by law. Any dispute arising from or connected with the service contract shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where another court has mandatory jurisdiction under applicable law.
