Clear terms and conditions reduce misunderstandings and give you something to point to if a disagreement arises. This guide helps you draft plain-English terms for a small service business in the UK. It is general information, not legal advice, so consider asking a solicitor to review your final version, especially if your work carries significant risk.
Step by step
Describe who you are and what you provide
State your name or business name, address and contact details. Explain the service in general terms and say that the exact scope of each job is set out in the quote. This links your terms to each piece of work.
Set out prices and payment
Explain how prices are worked out, what is included and whether materials or travel are extra. Set out any deposit, stage payments and when final payment is due. Say what happens if payment is late, in line with the law.
Explain changes and extra work
Describe how changes to the agreed work will be priced and agreed, ideally in writing before the extra work starts. This prevents disputes over unexpected costs. Include what happens if hidden problems are found.
Cover cancellations
Explain how either side can cancel and what happens to deposits. When selling to consumers, include their legal cancellation rights for contracts agreed online or away from your premises, and provide a cancellation form. Check the current consumer rules on GOV.UK or with Citizens Advice's business guidance.
Include responsibilities and complaints
Set out what the client must do, such as providing access, and what you are responsible for. Explain how clients can raise a complaint and how you will respond. Do not include terms that try to remove consumers' legal rights, as these are not enforceable.
Share the terms and get agreement
Send your terms with every quote and ask clients to confirm they accept them before work starts. Keep a record of the version they agreed to. Review your terms once a year or after any dispute.
Ready-to-use checklist
- Business details and contact information included
- Link to the quote for scope added
- Payment terms and deposit rules set out
- Change and extra work process explained
- Cancellation rights and form included for consumers
- Complaints process described
- Terms sent with quotes and acceptance recorded
Practical tips
- Use short sentences and plain words so clients actually read the terms.
- Keep consumer and business client terms separate if the rules differ.
- Number each version of your terms and date it.
Common problems
A client says they never saw my terms.
Make acceptance part of your booking process, for example a signed quote or confirmation email that refers to the terms.
I copied terms from another business.
Copied terms may not fit your work or the law and could infringe copyright. Rewrite them in your own words for your services.
A client wants to change a term.
You can agree changes, but record them in writing for that job so both sides are clear.