Last Updated: January 2026

Application and Entire Agreement

These Terms and Conditions apply to the provision of the services detailed in our quotation (“Services”) by DUA London, a company registered in England and Wales whose registered office is at 128 City Road, London, United Kingdom, EC1V 2NX (“we”, “us” or “Service Provider”) to the person or entity purchasing the Services (“you”, “your”, or “Client”).

You are deemed to have accepted these Terms and Conditions upon acceptance of our quotation or from the date any Services are performed (whichever occurs first). These Terms and Conditions, together with our quotation (the “Contract”), form the entire and exclusive agreement between us. You acknowledge that you have not relied on any representation, promise, or statement made on our behalf except as expressly set out in the Contract.

Interpretation

For the purposes of these Terms and Conditions:

• A “business day” means any day other than a Saturday, Sunday, or public bank holiday in England and Wales.
• Headings are provided for convenience only and shall not affect the interpretation of these Terms and Conditions.
• Words in the singular include the plural and vice versa.

Services and Scope of Work

We warrant that we will use reasonable care and skill in performing the Services in accordance with the quotation, including any specifications, in all material respects. We may make any changes to the Services as necessary to comply with applicable health, safety, or legal requirements and will notify you if such changes are required.

While we will use our reasonable endeavours to complete the Services within the agreed timeframe or as set out in the quotation, time shall not be deemed of the essence unless expressly stated in writing.

Additional Layers and Unforeseen Work

Standard Services include the removal of a single (top) layer of graffiti only. The removal of multiple, historic, or deeper layers of graffiti, or graffiti applied with highly penetrative specialist chemicals, is excluded from our standard services. Should additional layers be present, the Client may request a separate evaluation and an additional quotation will be provided.

Re-Touches and Finishes

At the sole discretion of Management, and only where deemed necessary, a second visit may be scheduled to apply a single coat of colour-match paint to re-touch specific areas. Any such application will be made manually via a paintbrush. We do not guarantee a seamless or invisible blend. If the Client requires a near-factory, sprayed, or flawless aesthetic finish, the Client must seek the services of a professional painter or decorator.

Liability for Vandalism and Pre-Existing Damage

Graffiti removal involves treating surfaces that have already been compromised. We are not liable for any damage, staining, “shadowing,” or degradation caused by the vandal or the materials/chemicals they used in their vandalism.

Furthermore, the removal process may expose pre-existing damage, weathering, or structurally weakened substrates (such as loose pointing, flaking masonry, or degraded paint). We accept no liability for damage to surfaces that are inherently weak or where the damage was hidden beneath the graffiti.

Site Access, Utilities, and Weather

The Client must ensure that our operators have free, safe, and unobstructed access to the site. The Client agrees to provide access to necessary utilities (such as running water and electricity) free of charge, unless otherwise agreed.

Due to the nature of our work, Services are subject to weather conditions. We reserve the right to suspend or reschedule work without penalty if extreme weather (e.g., freezing temperatures, heavy rain, or high winds) prevents safe or effective removal.

Complaints and Defect Reporting

All complaints regarding the Services must be raised within 72 hours of the project being completed. If a complaint is not raised within this strict timeframe, you are deemed to have accepted the Services, and we shall no longer be liable for any issues, defects, or dissatisfaction. Complaints must be submitted via email to team@graffitiremovallondon.co.uk and must include a detailed description of the concern along with clear, supporting photographs as evidence.

Client Obligations

You are responsible for obtaining all necessary permissions, consents, parking permits, licences, or other authorisations required for us to legally provide the Services at your location. You must also disclose any relevant information regarding the structural integrity of the surface or hazardous materials (e.g., asbestos) present on site.

Failure to comply with these obligations may result in our terminating the provision of Services or pausing work, and we shall not be liable for any delay, failure, or additional costs arising from such non-compliance.

Fees, Deposit, and Payment

The fees (“Fees”) for the Services are detailed in the quotation and are calculated on a time and materials basis.

In addition to the Fees, you shall reimburse us for:

• Reasonable incidental expenses (including, but not limited to, parking fees, travel expenses, or congestion charges);
• The cost of specialist third-party services required for the performance of the Services (e.g., traffic management or cherry pickers); and
• The cost of any additional materials necessary to provide the Services.

A deposit (“Deposit”) is payable at the time of acceptance of the quotation. All Deposits are strictly non-refundable except where we fail to provide the Services due to our own gross negligence. Additionally, all final project payments are non-refundable.

We will issue an invoice for the Fees as specified in the quotation or upon completion of the Services. Full payment is due within one (1) working day of the project being completed. Failure to pay on time will result in the immediate suspension of any ongoing or future Services, and interest will be charged on overdue amounts at the rate of 12% per annum above the Bank of England’s base lending rate from the date payment was due until received in full.

In addition to statutory interest charges, the following administrative late payment fees will apply from the invoice due date, and such fees are cumulative:

• Payment received more than 3 days late: £75
• Payment received more than 7 days late: £100
• Payment received more than 28 days late: £250

All payments must be made in British Pounds unless otherwise agreed in writing, and payments must be made in full without any deductions, counterclaims, or set-offs, except where required by law.

Cancellation and Amendment

We reserve the right to withdraw, cancel, or amend a quotation if it has not been accepted within 7 days from the quotation date.

If you wish to amend any aspect of the Services after acceptance, you must notify us in writing immediately. We will use reasonable endeavours to accommodate such changes, but any additional time, equipment, or materials incurred will be added to the Fees and invoiced accordingly.

If the Client cancels a scheduled job within 24 hours of the agreed start time, we reserve the right to charge a cancellation fee equivalent to 50% of the total quotation to cover lost labour and preparation costs.

Sub-Contracting and Assignment

We may, at our sole discretion, assign, transfer, charge, subcontract, or otherwise deal with any or all of our rights and obligations under these Terms and Conditions. You may not assign, transfer, charge, subcontract, or otherwise deal with your rights or obligations without our prior written consent.

Termination

We may terminate the provision of Services immediately if you:

• Commit a material breach of your obligations under these Terms and Conditions;
• Fail to pay any amount due under the Contract on the due date;
• Become subject to a bankruptcy order, administration, or similar insolvency proceedings;
• Exhibit abusive, threatening, or unreasonable behaviour towards our staff or operatives.

Intellectual Property

All intellectual property rights in any materials, operational methods, before-and-after photography, or documents supplied in connection with the Services remain the exclusive property of DUA London. We reserve the right to use anonymous project photographs for marketing purposes unless expressly forbidden by the Client in writing prior to the commencement of the Services.

Liability and Indemnity

Our total cumulative liability under these Terms and Conditions (whether in contract, tort, negligence, or otherwise) is strictly limited to the total Fees payable under the Contract for the specific Services in question. We shall not be liable for any indirect, special, or consequential losses, including but not limited to loss of profits, loss of business, reputational damage, or data loss.

You agree to fully indemnify and hold us harmless from any damages, costs, claims, or expenses incurred as a result of any loss or damage to equipment or property (including third-party property) caused by your actions, negligence, or those of your agents or employees.

Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, fraudulent misrepresentation, or any liability that cannot be lawfully excluded or limited.

Data Protection

In providing the Services, we may process personal data. We comply with all applicable requirements of the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. We will only process personal data as necessary to perform the Services and manage your account. For further details on how we handle your data, please contact us at team@graffitiremovallondon.co.uk.

Force Majeure (Circumstances Beyond Our Control)

Neither party shall be liable for any failure or delay in performance due to causes beyond their reasonable control, including but not limited to: severe weather, traffic delays, industrial action, civil unrest, fire, flood, acts of terrorism, war, supply chain failures, or governmental actions. If such a delay continues for 30 days, either party may terminate the Contract without penalty.

Communications

Any notices required under these Terms and Conditions must be in writing. Notices will be deemed delivered:

• If sent by email, at the time of transmission (provided no delivery failure notification is received);
• If delivered by hand, upon delivery;
• If sent by first-class post, on the second business day after mailing.

No Waiver and Severance

No delay, act, or omission by either party in exercising any right or remedy shall operate as a waiver thereof. If any provision of these Terms and Conditions is found by a court to be unlawful, invalid, or unenforceable, that specific provision shall be severed, and the remainder of the Terms shall continue in full force and effect.

Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these Terms and Conditions (including non-contractual disputes) shall be subject to the exclusive jurisdiction of the courts of England and Wales.