UK Service Terms and Conditions

These Terms and Conditions set out the basis on which our UK service is provided to customers. By placing a booking, confirming an order, or allowing us to begin work, you agree to these terms in full. Please read them carefully before making a reservation or requesting any service. These terms are designed to explain how the booking process works, how payments are handled, when cancellations may apply, how liability is limited, what waste regulations may affect the service, and which law governs the agreement. They are intended to be clear, fair, and practical for a lawful UK service arrangement.

In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider. References to “you” and “your” mean the customer, client, or any person acting on their behalf. The service may include labour, collection, removal, delivery, installation, disposal support, or other agreed tasks depending on the booking. The exact scope of work will be confirmed during the booking process and may be varied only by written agreement or where a change is reasonably required to complete the service safely and properly.

These terms apply to all bookings unless a separate written contract says otherwise. If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue to apply so far as permitted by law. Nothing in these terms affects your statutory rights as a consumer under applicable UK law. Where a provision is required by law to be implied into a service contract, it will be treated as included even if not stated here.

Booking process begins when you submit an enquiry, request a quotation, or ask us to reserve a time slot. Any quotation is usually based on the information you provide, including the nature of the job, access arrangements, quantity, location, and any special handling needs. Quotes may be fixed or estimated, depending on the information available at the time. An estimate is not a final price unless we confirm it as fixed in writing. We may request photographs, measurements, or further details to assess the work accurately.

A booking is only confirmed when we accept your request and, where required, receive any deposit or prepayment. We may decline a booking where the required information is incomplete, where the job falls outside our service scope, where there are safety concerns, or where capacity is unavailable. You are responsible for checking the booking details, including date, time, service description, and access information. If you discover an error, you should notify us promptly so that we can review it before the service date.

It is your responsibility to ensure that the location is accessible and ready for the service at the agreed time. This may include arranging parking permissions, ensuring access routes are unobstructed, securing relevant permissions from landlords or managing agents, and making sure that items to be handled are available. If our team arrives and cannot proceed because of incorrect information, lack of access, unsafe conditions, or failure to prepare the site, we may treat the appointment as a failed visit and charge a reasonable fee.

Payments are due according to the price and schedule set out in the booking confirmation or invoice. Unless agreed otherwise, payment must be made in full on completion of the service or before work begins where prepayment is required. We may accept bank transfer, card payment, or other approved methods. Any payment processing fees, if applicable, will be made clear before you complete the transaction. All prices are stated in pounds sterling and may include or exclude VAT depending on our tax status and the specific service arrangement.

If the price is based on an estimate, the final charge may vary where the scope of work changes, the time required is greater than expected, or additional materials, labour, disposal fees, or access issues arise. We will normally discuss material changes with you before continuing, where practical. Where additional work is requested by you on the day, or where the original booking details are inaccurate, extra charges may apply. By approving the continuation of work, you agree to pay for any reasonable and properly explained adjustments.

We reserve the right to suspend or withhold the service if payment terms are not met, if a deposit has not been paid, or if there are reasonable grounds to believe that payment may be reversed or disputed without cause. Late payments may attract interest and reasonable recovery costs where permitted by law. If any amount remains outstanding after the due date, we may recover the debt through lawful means, including administrative charges and collection costs where recoverable.

Cancellations and rescheduling must be made as soon as possible. If you need to cancel or change the booking, please give reasonable notice so that we can release the time slot and manage staffing. Cancellation charges may apply depending on how much notice is given and whether work has already started, materials have been purchased, or third-party costs have been incurred. The exact charge may be based on the lost booking value, reasonable preparation time, or unrecoverable expenses.

If you cancel after our team has set out, arrived on site, or begun work, you may be charged for the time spent, travel, and any costs already incurred. If a booking is postponed or rescheduled at your request, we will try to accommodate the new time, but availability cannot be guaranteed. Where we have provided a fixed slot and reserved resources for you, repeated changes may require a new booking or revised pricing. We may also cancel or postpone a service if circumstances outside our control make performance unsafe or impractical.

In some cases, a deposit may be non-refundable, particularly where it covers reserved capacity, special-order materials, or advance administrative costs. If we cancel the service for reasons within our control, you will not be charged for the cancelled work and any prepaid amount relating to work not carried out will usually be refunded. If a cancellation is due to your breach of these terms, unsafe conditions, or inaccurate booking information, any refund may be reduced to reflect costs reasonably incurred before cancellation.

Liability is limited to the extent allowed by law. We will carry out the service with reasonable care and skill, using suitably trained personnel and appropriate equipment where required. However, we are not responsible for loss or damage caused by information supplied by you being incomplete, inaccurate, or misleading. You must tell us about any fragile items, hidden hazards, restricted access, or special handling requirements before the service begins.

We are not liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or wasted management time, unless liability cannot lawfully be excluded. Our total liability arising from any booking, whether in contract, tort, or otherwise, will be limited to the amount paid or payable for the relevant service, except where the law requires a different limit. 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.

You are responsible for protecting valuables, confidential documents, and personal items before the service starts. If items are left unattended, we will not be liable for accidental loss or damage unless caused by our proven negligence. Where we move, load, unload, or dispose of items at your request, you should ensure that you have the right to do so and that no third-party rights are infringed. We are not responsible for hidden faults, pre-existing damage, or deterioration that becomes apparent during normal handling.

Waste regulations apply where the service involves removal, transport, disposal, recycling, or handling of waste materials. You must not ask us to remove hazardous, prohibited, or unlawful waste unless we have expressly agreed in advance and confirmed that we are authorised and equipped to do so. This includes, without limitation, chemicals, clinical waste, asbestos, pressurised containers, and any items regulated as controlled waste under applicable UK legislation. We may refuse any item that we reasonably believe is unsafe, illegal to transport, or outside our permitted waste handling arrangements.

You warrant that any waste or items you ask us to collect are lawfully yours to dispose of or transfer, and that they do not contain concealed dangerous substances. If we suspect contamination, illegal dumping, or misdescribed waste, we may stop the service and report the matter to the relevant authorities where required by law. Any additional charges arising from unusual waste classification, special handling, tipping fees, or disposal documentation may be passed on to you, provided they are reasonable and supported by the circumstances.

Where waste is removed as part of the service, ownership and responsibility for the waste may transfer to us only when we accept it for lawful handling and disposal. Until that point, you remain responsible for correctly describing the material and for ensuring it is safely presented for collection. We may require you to separate items, sort recyclable materials, or provide access to relevant information to support lawful disposal. If the service includes recycling or reuse, we do not guarantee that all materials will be accepted by a third-party facility.

Customer responsibilities include making sure that the service can be carried out safely, lawfully, and without unnecessary delay. You must provide accurate instructions, keep the agreed appointment, and ensure that anyone acting on your behalf has authority to make decisions about the booking. If the site is unsuitable, unsafe, or materially different from the information given, we may pause or stop the work until the issue is resolved. Any delay caused by failure to prepare the site may be charged at our standard waiting or attendance rate, where applicable.

You must obtain any permissions, consents, permits, building access approvals, or landlord authorisations needed for the service. We will not be responsible for delays or refusals caused by missing permissions. If the service requires lifting, moving, or altering items in a way that could affect flooring, walls, fixtures, or utilities, you should tell us about any known risks before work begins. We may decline to proceed where we believe the requested service could create a safety risk or breach the law.

Insurance and care are handled in line with normal business practice, but no service can eliminate all risk. If you believe damage has occurred, you must notify us within a reasonable time and provide evidence where possible so that we can review the matter. We may inspect the site, items, or relevant documentation before deciding whether a claim is valid. Any claim must be limited to the direct loss reasonably foreseeable at the time of contracting, subject always to applicable law and the specific liability limits above.

Termination and suspension may occur if you breach these Terms and Conditions, fail to pay, provide unsafe or unlawful instructions, or prevent the service from being completed. We may suspend performance while we investigate any issue affecting safety, legality, or payment. If termination becomes necessary, you will remain responsible for amounts due for work already performed and for any unavoidable costs incurred before the termination date. Our decision to suspend or end a booking does not waive our right to recover lawful charges.

Changes to these terms may be made from time to time to reflect legal, operational, or commercial updates. The version that applies to your booking is the version in force when your booking is confirmed, unless a change in law requires an immediate amendment. Any update will not affect work already accepted unless the change is necessary for compliance with legal requirements. We recommend reviewing the applicable terms at the point of booking so that you understand the rules governing the service.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections in your home jurisdiction may still apply where required by law. Any dispute arising from or connected with the service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable law requires another forum. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms.