UK Service Terms and Conditions

These Terms and Conditions set out the basis on which our services are provided to customers in the United Kingdom. By making a booking, accepting a quotation, or confirming an order, you agree to be bound by these service terms and conditions. Please read them carefully before placing a booking, as they explain how bookings are made, when payments are due, what happens if a cancellation is required, and the limits of our liability. They also include important information about waste handling, regulatory compliance, and the law that applies to the agreement.

For the purposes of this document, “we”, “us”, and “our” refer to the service provider, and “you” or “the customer” refers to the individual or business purchasing the service. These terms of service are intended to be clear, fair, and practical. If any part of the agreement is found to be unenforceable, the remaining provisions shall continue to apply. Nothing in these conditions is intended to limit rights that cannot legally be excluded under UK law.

These UK service terms apply to the supply of services only and do not create any relationship beyond the agreed service arrangement. We may update these terms from time to time, and the version in force on the date of your booking will normally govern that booking unless we agree otherwise in writing. It is your responsibility to review any changes before confirming a new service request.

Booking Process

A booking may be made by any method we make available from time to time, including written acceptance of a quotation, online submission, or other confirmed order process. A booking becomes binding only when we have acknowledged acceptance, issued a confirmation, or otherwise agreed to carry out the service. We reserve the right to decline a booking if we are unable to meet the requested date, if the work falls outside our normal scope, or if further information is required before acceptance.

To make an accurate booking, you must provide complete and correct information about the service required, the location, access arrangements, timing, and any special conditions that may affect delivery. If the information supplied is incomplete or inaccurate, any quotation or estimated timescale may be adjusted. We may also suspend or cancel a booking if the customer fails to provide information that is reasonably necessary for us to perform the service safely and efficiently.

Where a site visit, inspection, or pre-service assessment is required, the booking may remain provisional until the assessment is completed. Any dates, arrival windows, or completion times are estimates unless expressly confirmed as fixed. We will use reasonable efforts to attend within the agreed period, but service times may be affected by traffic, weather, operational delays, access restrictions, or events outside our control. You should ensure that an authorised person is available where necessary to approve the work, confirm instructions, and accept completion.

Payments, Charges and Invoicing

Charges for our services will be set out in the quotation, price list, or booking confirmation provided to you. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We may require a deposit, part-payment, or full payment in advance before the service is scheduled or carried out. Any deposit paid is treated as part-payment of the total fee unless otherwise stated in writing.

Payment must be made by the method and within the time stated in the booking confirmation or invoice. If payment is not received when due, we may withhold the service, suspend ongoing work, charge reasonable recovery costs, or terminate the booking. You are responsible for ensuring that payment details are valid and that there are sufficient funds or credit available. Any bank charges, foreign exchange costs, or card processing fees imposed by a third party may be passed on where permitted by law.

Where the scope of the work changes after the booking has been accepted, or where additional time, labour, materials, disposal, or specialist equipment is required, we may issue a revised quotation or additional charge. This may apply if access is more difficult than described, if extra work is requested on site, or if waste volumes exceed the stated estimate. Invoices are payable in full without set-off or deduction unless required by law.

Cancellations, Rescheduling and Refunds

You may request to cancel or reschedule a booking, but any such request must be made within a reasonable period before the scheduled service date. If you cancel after the booking has been confirmed, we may retain the deposit or charge a cancellation fee to cover administrative costs, reserved labour, travel, and other losses reasonably incurred. The amount retained or charged will depend on how much notice is given and whether preparation has already begun.

Where a cancellation is made at short notice, or where we are unable to access the premises, we may treat the booking as a late cancellation or a failed attendance. In such cases, the full fee or a substantial proportion of the fee may still be payable if we have already allocated resources or attended the site. If you wish to reschedule, we will try to accommodate a new date, but availability cannot be guaranteed.

Refunds, where applicable, will be made only for sums paid in respect of services not supplied. We do not offer refunds for changes of mind after the service has started, except where required by law or where we agree otherwise in writing. Any approved refund will normally be made using the original payment method within a reasonable period. Your statutory rights are not affected by these cancellation provisions.

Performance of Services

We will provide our services with reasonable care and skill, using suitable personnel, equipment, and procedures. Any description of the service, including scope, duration, method, and deliverables, is intended to define the work agreed between the parties. Minor variations may occur where they do not materially affect the outcome. We may make reasonable substitutions in materials, methods, or equipment where necessary for operational reasons, safety, or compliance, provided that the overall quality is not adversely reduced.

If you ask us to perform work outside the original scope, we may treat that request as a variation and charge accordingly. No instruction to begin additional work will be binding unless confirmed by us, particularly where it changes the price, timetable, waste volume, or risk profile. You must ensure that the site is ready for the service, including access, utilities, permissions, and any relevant approvals, unless we have expressly agreed to arrange them.

If our performance is delayed or prevented by your acts or omissions, including failure to provide access, incorrect instructions, unsafe conditions, or absence of required approvals, we may charge for wasted attendance, idle time, rebooking, or additional labour. We shall not be liable for any delay caused by events beyond our reasonable control. This includes severe weather, transport disruption, strikes, supply issues, or interruptions to utilities and communication systems.

Waste Regulations and Disposal

Where our service involves the collection, handling, movement, or disposal of waste, both parties must comply with applicable UK waste regulations and related environmental requirements. You are responsible for describing waste accurately and for ensuring that any item or material presented for removal is lawful to handle, transport, and dispose of. Hazardous, clinical, electrical, chemical, contaminated, or restricted materials may require special handling and may be excluded unless expressly accepted by us in advance.

We may refuse to collect any waste that is misdescribed, improperly packaged, unsafe, or suspected of containing prohibited substances. If we discover that waste has been incorrectly identified or declared, we may reclassify the waste, adjust the charge, or decline to proceed. You must not include items that are dangerous, illegal, explosive, corrosive, flammable, or otherwise unsuitable for the agreed service unless we have specifically agreed in writing and all required controls are in place.

Where relevant, you agree to provide accurate information about the source, nature, and volume of waste. We may keep records required by law, and you acknowledge that waste transfer documentation, consignment notes, or similar records may be prepared, retained, or shared with authorised persons where necessary. You remain responsible for ensuring that you have the right to dispose of the waste or materials provided to us, and that no item handed over breaches any law, licence condition, or third-party restriction.

Customer Obligations

You must cooperate with us in all reasonable ways to allow the service to be delivered properly. This includes providing safe access, accurate instructions, and any necessary permissions from landlords, managing agents, neighbours, or relevant authorities. You must inform us in advance of any known risks, fragile surfaces, hidden hazards, security requirements, or site conditions that may affect the work. If you fail to do so, we may suspend the service until the issue is resolved, and additional charges may apply.

You are responsible for securing valuables, documents, pets, and sensitive items before service begins unless we have expressly agreed to handle them. Where keys, access codes, or entry arrangements are provided, you confirm that you are authorised to share them and that their use for the purpose of the service is lawful. Any loss arising from inaccurate instructions, undisclosed hazards, or unauthorised access arrangements will be dealt with in accordance with the liability provisions of these terms.

It is also your responsibility to check that the service outcome meets your requirements before the work is completed or before the team leaves the site, where this is reasonably possible. If you believe something has been missed or incorrectly completed, you should notify us promptly so that the matter can be reviewed. Failure to raise a concern promptly may affect our ability to investigate or remedy the issue.

Liability and Limits of Responsibility

Nothing in these service terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of anticipated savings arising from the provision or non-provision of the services.

Our total liability for any claim arising out of or in connection with a particular booking shall be limited to the total amount paid or payable for that booking, except where a different limit is required by law. We shall not be liable for damage caused by your own negligence, misuse, failure to follow our instructions, hidden defects, or pre-existing conditions at the site or in the items dealt with as part of the service.

We do not guarantee that the service will achieve a particular commercial result, regulatory outcome, or third-party approval unless this has been expressly agreed in writing. Any estimate, recommendation, or opinion provided by us is given in good faith and based on the information available at the time. No term shall be interpreted as creating unlimited liability, and all exclusions and limitations are intended to be read as far as permitted by law.

Complaints, Termination and General Terms

If you have a complaint about any aspect of the service, you should raise it promptly and provide enough detail for us to investigate. We may ask for photographs, written descriptions, or other supporting information. If a remedy is appropriate, we may offer to repeat the service, correct an error, or provide a refund or partial refund where justified. Any such resolution will be considered final unless otherwise agreed in writing.

We may terminate or suspend a booking immediately if you commit a serious breach of these terms, fail to make payment, provide unlawful instructions, or create an unsafe environment. Either party may also terminate a future booking by giving notice before work begins, subject to any applicable cancellation charges. No waiver of any term shall be effective unless stated in writing. If we delay enforcing a right, this does not mean that right has been waived.

These service terms and conditions form the entire agreement between the parties in relation to the booking and supersede prior discussions or representations about the same service, except where fraud or mandatory legal rights apply. Any variation must be agreed in writing. If a court or competent authority decides that any part of these terms is invalid or unenforceable, that part shall be treated as removed and the rest shall remain in full force.

Governing Law

These UK service terms and conditions, and any dispute or claim arising from them or their subject matter, shall be governed by and interpreted in accordance with the law of England and Wales unless we state otherwise in writing. If you are a consumer based elsewhere in the United Kingdom, any mandatory protections available under applicable local law will still apply where they cannot be excluded. The parties agree that the courts of England and Wales shall have jurisdiction, subject to any rights you may have under mandatory consumer legislation.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms. You also confirm that you are authorised to enter into the agreement and to provide any information or permissions needed for the service to proceed. These conditions are designed to support a professional, transparent, and legally sound service relationship while maintaining flexibility for practical operational needs.