UK Service Terms and Conditions
These UK service terms and conditions set out the basis on which services are provided, booked, paid for, cancelled and completed. They are intended to create a clear agreement between the service provider and the customer, reducing uncertainty and helping both parties understand their rights and responsibilities. By requesting a service, making a booking or accepting a quotation, the customer agrees to be bound by these terms and conditions unless otherwise agreed in writing. These terms apply to all standard service arrangements and should be read alongside any service-specific quotation, proposal or order confirmation. Where there is any inconsistency, the written quotation or confirmation will apply only to the extent that it expressly varies these terms.
For the purposes of these service terms, “we”, “us” and “our” refer to the service provider, and “you” or “the customer” refers to the person, business or organisation requesting the service. The service may include labour, materials, equipment, call-out attendance, inspection, installation, maintenance, collection or other related work, depending on what has been agreed. Nothing in these terms creates an employment relationship, partnership or agency between the parties. The customer is responsible for ensuring that any request made on behalf of another person or business is authorised and accurate.
These terms are written for general UK service provision and are not limited to one industry. However, they are designed to be suitable for most professional service agreements where a clear booking process, payment structure, cancellation policy, liability position and compliance with waste rules are needed. Any reference to “working days” means Monday to Friday excluding bank holidays in the relevant part of the United Kingdom, unless stated otherwise. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force.
Booking process begins when the customer submits an enquiry, accepts a quotation, or otherwise asks us to arrange a service. A booking is only confirmed when we have acknowledged it in writing or by another clear method and, where applicable, received any required deposit or advance payment. We may request further information before confirming the booking, including access details, site conditions, service scope, timings, or any special requirements. If the information provided is incomplete or inaccurate, we may amend the booking, delay attendance, or withdraw the quoted price.
When a service booking is accepted, we will use reasonable efforts to carry out the work on the agreed date or within the agreed time window. Any dates or times given are estimates unless we have expressly stated that time is of the essence. Delays may occur because of weather, traffic, supplier issues, staff illness, equipment failure, safety concerns or circumstances outside our control. Where a booking depends on access to premises, utilities, permits or third-party attendance, the customer must ensure that these are available and ready at the agreed time. If we arrive and cannot complete the service because access is not possible, we may charge for wasted attendance and any costs reasonably incurred.
The customer must ensure that the service location is safe, clean, and suitable for the work to be carried out. If we identify a health and safety issue, a hidden defect, or any condition that makes the work unsafe or impracticable, we may suspend or refuse to proceed until the issue is resolved. Any extra work required because of unexpected conditions will be treated as a variation and may require an updated quotation. We are not responsible for delays caused by the customer’s failure to prepare the site, provide instructions, or make decisions promptly.
Payments must be made in accordance with the payment terms shown in the quotation, invoice or booking confirmation. Unless agreed otherwise, invoices are payable in full within 14 days of issue. For some services, we may require a deposit, part-payment, or full payment in advance. Any deposit paid is usually non-refundable except where the law requires otherwise or where we cancel the service without fault on your part. Prices may be shown exclusive of VAT or other taxes, which will be added where applicable. The customer is responsible for paying all amounts due without deduction, set-off or withholding, unless required by law.
If payment is not received by the due date, we may suspend further work, cancel any future booking, or charge interest on overdue sums at the statutory rate permitted under the Late Payment of Commercial Debts regime, where applicable. We may also recover reasonable debt recovery costs, administration charges and any expenses incurred in pursuing unpaid amounts. Title to any goods supplied as part of the service does not pass until we have received full payment in cleared funds. If the service includes materials, parts or consumables, their price may be adjusted where supplier costs change before the booking is confirmed or completed.
Any quotation is based on the information available at the time it is issued. If the scope of work changes, if unexpected work is required, or if the customer requests additional services, we may issue a revised quotation or charge on a time-and-materials basis. A quotation remains valid only for the period stated in it or, if no period is stated, for a reasonable time. We are not obliged to carry out work outside the agreed scope unless both parties agree the variation. The customer should review invoices promptly and notify us of any genuine dispute as soon as reasonably possible, giving clear reasons and supporting information.
Cancellations and amendments must be made as soon as possible and ideally in writing. If the customer cancels a confirmed booking, cancellation charges may apply depending on how much notice is given, whether materials have been ordered, and whether staff or subcontractors have already been allocated. Where a booking is cancelled at short notice, we may charge for lost time, committed costs, deposits, and any non-recoverable expenditure. If the customer seeks to reschedule, we will try to accommodate the request, but a new date is not guaranteed and may be subject to availability and revised pricing.
We may cancel or reschedule a booking where necessary due to circumstances beyond our control, safety concerns, non-payment, inaccurate information, or inability to access the site. In such cases, we will use reasonable efforts to notify the customer and offer an alternative date or a refund of any prepaid amount for the undelivered portion of the service. We will not be liable for any indirect loss arising from cancellation or postponement where the cancellation is caused by events outside our reasonable control. If the customer fails to attend, refuses access, or does not provide the required cooperation, the service may be treated as cancelled by the customer.
Unless expressly stated otherwise, any consumer customer has the benefit of the statutory right to cancel certain contracts made at a distance or off-premises within the relevant cooling-off period, subject to the usual legal exceptions. If the customer asks us to start work during that period, they may lose the right to cancel once the service has been fully performed, and may still owe payment for work carried out up to the point of cancellation. Business customers should note that separate commercial cancellation terms may apply and statutory consumer cancellation rights may not be available. Any service-specific cancellation policy will be applied in addition to, and not in place of, any mandatory legal rights.
Liability is limited to the extent permitted by law. We will perform the service with reasonable care and skill and will take reasonable steps to ensure that the work is carried out properly. However, we are not responsible for losses arising from information supplied by the customer that is incomplete, misleading or incorrect, or from instructions that are not followed by the customer or other parties. We are also not liable for delays, defects or damage caused by third-party acts, poor site conditions, pre-existing faults, wear and tear, or the customer’s failure to maintain the service area.
Nothing in these UK service conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we will not be responsible for any loss of profit, loss of business, loss of opportunity, loss of anticipated savings, or indirect or consequential loss. Where liability cannot lawfully be excluded, our total liability for any claim arising from or connected with the service will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a different limit is stated in the relevant quotation or order confirmation.
Waste regulations form an important part of any service involving removal, disposal, transport or handling of waste. Both parties must comply with all applicable UK waste laws and environmental requirements. The customer must not present hazardous, prohibited or unidentified waste without prior agreement and full disclosure. Where the service involves waste collection or removal, the customer must accurately describe the waste type, quantity, contamination risk and any special handling requirements. We may refuse to collect waste that is unsafe, unlawful, inadequately packaged, or not as described. If extra charges, segregation costs or disposal fees apply because the waste was misdescribed, the customer will be responsible for them.
Any waste produced during the service remains the responsibility of the customer unless we have expressly agreed in writing to remove it as part of the service. Where we do remove or transport waste, we will do so in accordance with applicable waste management obligations and only through lawful and appropriate routes. The customer must cooperate with any reasonable request for classification, segregation, documentation or access needed for lawful disposal. If the customer asks us to leave waste on site, they must ensure that storage is lawful and suitable. The customer must not require us to breach environmental law, fly-tip waste, or dispose of materials in any way that would contravene regulatory requirements.
Insurance and customer obligations are also relevant to lawful service delivery. The customer should hold adequate insurance for the premises, contents and any activities occurring on site, especially where the work may expose surfaces, fixtures or equipment to risk. They should also ensure that any fragile items, confidential materials, hidden services, cables, pipes or sensitive equipment are identified in advance where relevant. We may rely on the customer to provide accurate site information and to make the premises available in a condition that allows the service to be performed safely. If specialist permits, licences or permissions are required, the customer is responsible for obtaining them unless we have expressly agreed otherwise.
Complaints and dispute handling should be raised promptly and in good faith. If the customer believes that the service has not been carried out in accordance with the agreement, they should notify us as soon as reasonably possible and provide details of the issue. We may ask for photographs, documents, access to the site, or other information to assess the matter. Where a valid issue is identified, we may choose to re-perform the service, offer a partial refund, rectify the defect, or provide another reasonable remedy. This does not affect any statutory rights that cannot be excluded.
These terms may be updated from time to time to reflect changes in law, business practice or service structure. The version in force at the time of booking will normally apply to that booking unless the customer agrees to a later version. No variation of these terms will be effective unless agreed in writing by an authorised representative of each party. If we choose not to enforce any right at a particular time, that does not mean we have waived that right permanently. Any waiver must be clear and written if it is to be effective.
Governing law and jurisdiction are governed by the laws applicable within the United Kingdom. Where the service is supplied in England and Wales, the agreement will generally be governed by the law of England and Wales and the courts of England and Wales will have jurisdiction, subject to any mandatory consumer protections. Where the service is supplied in Scotland or Northern Ireland, the applicable legal system will apply accordingly. These terms are intended to be interpreted consistently with mandatory statutory rights and obligations. If any dispute cannot be resolved amicably, it may be referred to the courts or other dispute resolution process permitted by law.
General provisions apply to the entire agreement. The customer may not assign or transfer their rights or obligations without our written consent. We may assign or subcontract any part of the service where reasonably necessary, provided this does not materially reduce the standard of performance. Any subcontractor used will be subject to appropriate instructions and oversight. The agreement is made between the customer and us only, and no third party has any right to enforce these terms unless such a right is expressly provided by law. Headings are for convenience only and do not affect interpretation.
These service terms and conditions are designed to support transparent, fair and lawful service delivery throughout the UK. They set expectations around the booking process, payment responsibilities, cancellation rights, liability limits and waste compliance so that both sides understand how the service will operate. By keeping the terms clear and balanced, they help reduce disputes and provide a practical framework for professional work. If any part of the agreement is unclear, the wording should be interpreted in a way that is consistent with the overall purpose of the contract and with applicable law.
Acceptance of the service, payment of an invoice, or confirmation of a booking will usually be treated as acceptance of these terms. The customer should read them carefully before proceeding. By doing so, they acknowledge that the service will be provided on the basis of these conditions, together with any written quotation or order confirmation that applies to the specific work requested. These terms are intended to be fair, practical and legally robust for a wide range of UK service arrangements.
