These terms explain how we accept instructions, provide services, charge fees and deal with cancellations. They apply to services supplied by West Country Bailiffs Ltd in England and Wales, subject to the written scope of each instruction and applicable law.
Version prepared 1st September 2026
1.1 West Country Bailiffs Ltd is referred to in these terms as “WCB”, “we”, “us” or “our”. The person or organisation contracting with us is referred to as “you” or “the client”.
1.2 Company number 16506072. Registered office: First Floor Office, 38 Fore Street, St Marychurch, Torquay, Devon, TQ1 4LX. Registered in: England & Wales. VAT registration number: GB505830115. Correspondence address: : First Floor Office, 38 Fore Street, St Marychurch, Torquay, Devon, TQ1 4LX Email: enforcement@westcountrybailiffs.co.uk Telephone: 01803 895441. Website: www.westcountrybailiffs.co.uk.
1.3 An “instruction” is your request for services that we have accepted in writing. A “confirmed attendance” is an attendance for which we have confirmed a date and time in writing. The “agreed attendance fee” is the fee for the reserved personnel and booked attendance period stated in our written quotation, excluding separately itemised court fees, third-party costs and charges for other services.
1.4 A “consumer” is an individual acting wholly or mainly outside their trade, business, craft or profession. Consumer status depends on the circumstances of the instruction.
2.1 We will provide these terms and our quotation or written scope before you commit to an instruction. A contract is formed when you accept them and we confirm acceptance of your instruction in writing. Submitting an enquiry or instruction form alone does not confirm acceptance or an attendance date.
2.2 The contract consists of these terms, our accepted quotation and any expressly agreed written variations. A specific written agreement takes priority over conflicting general wording, subject to mandatory legal rights. Your purchasing terms apply only if we expressly accept them in writing.
2.3 Services may include recovery of possession, commercial lease forfeiture, assistance with excluded occupiers or trespassers, traveller matters, process serving, notices, supervised access, inventories, debt collection and lawful enforcement. We undertake only the services expressly accepted for your instruction.
2.4 Where court bailiffs, an authorised High Court Enforcement Officer, solicitors or other providers are required, we will explain our role and any separate engagement. Our involvement does not imply that WCB holds powers reserved to a court or another authorised person.
2.5 We exercise reasonable care and skill. We cannot guarantee debt recovery, successful service, immediate vacant possession, police attendance or a particular court timetable. This does not reduce our responsibility to perform the agreed services properly.
3.1 You must have authority to instruct us and provide accurate, complete and current information. An agent instructing for another person must identify the contracting client and provide evidence of authority when requested. The party liable for our fees will be identified in the accepted quotation.
3.2 Supply all relevant orders, writs, warrants, leases, agreements, notices, title or authority documents and information about occupants, debtors, goods and the site. Tell us immediately about payments, settlements, changes of occupation, stays, appeals, insolvency, disputed ownership or anything that may affect the instruction.
3.3 You must disclose known vulnerabilities and risks, including children, health concerns, threats, weapons, animals, access restrictions and unsafe conditions. You must arrange agreed access, keys and an authorised representative where required.
3.4 You are responsible for obtaining necessary legal advice and authorisations unless our written scope expressly includes arranging them. We retain responsibility for our own legal duties and will not proceed merely because a client asserts that action is lawful.
3.5 Do not take independent action that interferes with an attendance or direct our personnel to act unlawfully. Changes to the agreed scope require our written agreement, including any additional price.
4.1 Our accepted quotation sets out the fees, personnel, included attendance time, hourly rates, minimum charges and separately chargeable expenses. Additional time and services are charged only on the basis disclosed and agreed. We will seek approval for additional expenditure where reasonably practicable.
4.2 Business quotations may state fees excluding VAT, with VAT added where applicable. Consumer quotations will show the total payable including applicable VAT and compulsory charges. VAT on cancellation charges and expenses will be treated in accordance with applicable tax rules.
4.3 Payment in advance is required unless we agree credit terms in writing. We may defer booking or deployment until cleared funds are received. We will tell you if payment is missing and how this affects an attendance.
4.4 Court fees, locksmiths, security, contractors, storage, travel and accommodation are included only where the quotation says so. Otherwise we will identify and agree these costs before committing to them, wherever reasonably practicable.
4.5 Payment is due on the date stated in the accepted quotation or agreed credit terms. We may suspend further work after reasonable notice for overdue undisputed amounts. For qualifying business debts, we reserve rights to statutory late-payment interest, compensation and reasonable recovery costs. These business provisions do not apply to consumers.
4.6 Statutory enforcement fees are governed by the applicable legislation and relevant enforcement process. These terms do not create additional statutory fees payable by a debtor or permit double recovery. Any client liability for unrecovered fees must be separately explained and agreed.
4.7 Fees for work properly performed are payable regardless of the outcome, subject to the quotation, these terms and your rights if our services are defective.
5.1 We confirm attendance arrangements in writing. Court dates, notice periods, police availability and other external factors may affect scheduling. We will communicate material changes as soon as reasonably practicable.
5.2 Eviction attendances normally require at least two enforcement personnel, subject to the risk assessment and quotation. We determine staffing and lawful methods by reference to the instruction and risks. Additional staffing and charges require agreement.
5.3 We may pause, withdraw from or decline an attendance where action would be unlawful, required documents are missing, a court stay applies or there is a material safety or welfare concern. We will explain the reason and discuss appropriate next steps.
5.4 When a problem results from inaccurate client information or failure to meet agreed responsibilities, properly performed work and reasonable unavoidable expenses remain payable. Any charge for unused attendance time is subject to clause 6 and its limits. Where WCB is responsible for non-performance, clause 7 applies.
5.5 Police involvement does not confer additional enforcement powers. We do not guarantee police attendance or removal of occupants within a particular period.
6.1 Trespasser Removals, Traveller Evictions, Squatter Removals and Excluded Occupier Evictions
Upon acceptance of an instruction and confirmation of booking, the agreed deployment/attendance fee becomes payable in full and is non-refundable in the event of cancellation by the Client, subject to applicable statutory rights.
The deployment/attendance fee covers the allocation and reservation of enforcement agents, operational planning, administration and arrangements associated with the scheduled attendance.
Where an instruction is cancelled by the Client, any payments made in advance for anticipated hours on site or additional enforcement agent hours that have not been undertaken shall be refunded in full.
Any additional hourly charges for services not undertaken shall not become payable.
6.2 Locksmiths and Third-Party Disbursements
Where West Country Bailiffs Ltd has arranged locksmiths, contractors, recovery vehicles, security personnel or other third-party services in connection with an instruction, the Client shall remain responsible for any reasonable charges or cancellation fees already incurred or contractually committed to by West Country Bailiffs Ltd, to the extent permitted by law.
Any advance payments for third-party services that have not been provided and for which no charges have been incurred shall be refunded in full.
6.3 All Other Services
For all other services provided by West Country Bailiffs Ltd, full payment is required in advance unless otherwise agreed in writing.
Where an instruction is cancelled by a business Client following acceptance, fees paid shall be non-refundable, subject to applicable law and the enforceability of the agreed cancellation terms.
This applies whether or not the scheduled attendance or service has taken place.
6.4 General Cancellation Provisions
All cancellation requests must be submitted in writing to West Country Bailiffs Ltd. This requirement does not restrict any statutory right of a consumer to cancel by another legally permitted method.
Cancellation shall take effect when valid notice is received, subject to applicable law.
West Country Bailiffs Ltd reserves the right to recover reasonable costs and disbursements already incurred in connection with an instruction, where such recovery is permitted under these Terms and Conditions and applicable law.
Any refunds due shall be processed within the timescales required by applicable law.
Nothing in this Cancellation and Refund Policy shall exclude, restrict or otherwise affect any statutory rights or remedies that cannot lawfully be excluded.
7.1 If we cannot perform the agreed service, we will tell you promptly and discuss rescheduling or ending the affected instruction. We will refund fees for services not provided and sums not lawfully retained for work already properly performed or agreed expenses.
7.2 Client cancellation percentages do not apply where WCB cancels or is responsible for failing to deliver an attendance. We will not charge for our own failure to perform, and your statutory and contractual remedies remain available.
7.3 Events beyond reasonable control may require suspension or rescheduling. We will take reasonable steps to reduce disruption. If a reasonable alternative cannot be agreed, either party may end the affected service. Charges and refunds will reflect work properly performed, authorised unavoidable costs and applicable law; this clause does not excuse a failure to exercise reasonable care and skill.
8.1 Statutory Right to Cancel
Where the Client is acting as a consumer and the contract is concluded remotely or away from business premises, a statutory 14-day cancellation period may apply under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The cancellation period will generally commence on the day following the date on which the contract is entered into.
8.2 Cancellation Before Services Commence
Where the Client exercises an applicable statutory cancellation right within the 14-day cancellation period, and no services have commenced, a full refund of any payments received shall be provided.
8.3 Cancellation After Services Have Commenced
Where the Client has expressly requested that West Country Bailiffs Ltd commence services during the statutory cancellation period and subsequently cancels before completion, West Country Bailiffs Ltd may charge a reasonable and proportionate amount for services already supplied, in accordance with applicable legislation.
Where the Client has expressly requested and agreed to a separately identified administration service charged at £50, and that service has been supplied, the charge may be retained to the extent permitted by law. The £50 charge shall not operate as an automatic cancellation penalty.
Any remaining balance shall be refunded in accordance with applicable statutory requirements.
8.4 Immediate Commencement and Loss of Cancellation Rights
The Client may expressly request that West Country Bailiffs Ltd commence the instructed services immediately, before expiry of the statutory cancellation period.
Where the service has been fully performed following the Client’s express request and acknowledgement that their cancellation right will be lost upon full performance, the Client shall lose the statutory right to cancel that service, provided all applicable legal requirements have been satisfied.
Where services have commenced but have not been fully performed, any statutory cancellation rights that remain shall continue to apply.
8.5 General Consumer Cancellation Provisions
All cancellation requests should be submitted in writing to West Country Bailiffs Ltd. This does not restrict the Client’s statutory right to cancel by any other legally permitted method.
Cancellation shall take effect when valid notice is received, subject to applicable law.
West Country Bailiffs Ltd reserves the right to recover reasonable and proportionate charges for services already supplied, together with any other costs lawfully recoverable, where permitted under these Terms and Conditions and applicable legislation.
Any refunds due shall be processed within 14 days of West Country Bailiffs Ltd being informed of the Client’s valid cancellation, or within any other period required by applicable law.
Where West Country Bailiffs Ltd cancels an instruction or is unable to provide the agreed services, any refund or other remedy shall be determined in accordance with the contract and applicable law.
Nothing in these Terms and Conditions shall exclude, restrict or otherwise affect any statutory consumer rights or remedies that cannot lawfully be excluded.
9.1 Recovery of possession does not automatically authorise disposal of goods. Ownership claims, notices, removal, storage, disposal and supervised access must be dealt with under the applicable law and agreed scope.
9.2 Unless included in the quotation, clearance, storage, ongoing security and later supervised access require separate agreement. We will explain relevant client responsibilities and do not acquire authority over goods merely by attending.
9.3 We may use suitably qualified personnel and contractors. Where we engage them to deliver our contracted services, we remain responsible for our contractual obligations. Where you engage a supplier directly, that separate contract governs their services.
10.1 Reports, photographs and recordings will be supplied where included in the agreed service, subject to lawful disclosure restrictions. Records describe what our personnel observed or were told and do not guarantee facts outside their knowledge.
10.2 We handle personal information under applicable data protection law and our separate privacy notice. We may share necessary information with personnel, contractors, courts, authorised officers, police and advisers where lawful and necessary for the instruction.
10.3 Body-worn video or photographs may be used where lawful and appropriate. Access, retention and disclosure are governed by the privacy notice and legal obligations.
10.4 Each party will protect confidential information, except where disclosure is authorised, necessary to perform the contract or required by law.
11.1 We are responsible for loss or damage caused by our breach of contract or failure to exercise reasonable care and skill, subject to applicable legal principles. We are not responsible for loss caused solely by inaccurate information, unlawful client action or events outside our responsibility.
11.2 Nothing limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any liability that cannot lawfully be limited. Nothing removes mandatory consumer remedies or our responsibility for personnel engaged to deliver our services.
11.3 For consumers, we are responsible for reasonably foreseeable loss caused by our breach. For business clients, we are not liable for indirect or consequential loss, to the extent that exclusion is lawful and reasonable. No monetary liability cap applies under these standard terms.
11.4 Client indemnity. Where you instruct us in the course of your business, you agree to indemnify West Country Bailiffs Ltd against third-party claims, liabilities, damages and reasonable legal costs to the extent directly caused by:
(a) materially inaccurate or misleading information you provide, or your failure to disclose relevant information;
(b) your lack of authority to instruct us or authorise the requested action;
(c) your failure to obtain a legally required consent, notice, order or other authorisation for which you are responsible under the agreed scope; or
(d) your material breach of these terms.
This indemnity applies only where we act within the agreed scope of your instructions and comply with our own legal and contractual obligations.
11.5 Limits on the indemnity. The indemnity does not apply to the extent that a claim or loss results from negligence, unlawful conduct or breach of contract by WCB or personnel we engage to provide the services. It does not transfer or remove our statutory duties, cover fines or penalties imposed for our own wrongdoing, or permit double recovery.
11.6 Handling claims. We will notify you promptly of any claim for which we seek indemnification, provide reasonable supporting information and take reasonable steps to minimise the loss. We will consult you about the defence of the claim and will not agree a settlement for which you would be liable without your prior written consent, which must not be unreasonably withheld or delayed.
11.7 Consumer clients. The indemnity in clause 11.4 does not apply where you act as a consumer. Any liability for a consumer’s breach will be determined under applicable law, without affecting their statutory rights.
12.1 Please send complaints to the Director using the contact details in clause 1.2, with your case reference, the issue and the outcome sought. We will acknowledge and investigate complaints promptly and explain our response and any proposed remedy.
12.2 Where a complaint concerns a court bailiff, authorised officer or another separately engaged provider, we will explain the appropriate route. This does not prevent complaints about our own services.
12.3 We will provide any legally required information about alternative dispute resolution after our internal process concludes. Nothing requires you to waive access to a court or any statutory complaint procedure.
13.1 These terms are governed by the law of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain any mandatory rights to bring proceedings in the courts of their place of residence.
13.2 If a provision is unenforceable, the remaining provisions continue where lawful. A delay in exercising a right does not by itself waive it.
13.3 Website updates apply to future contracts. Existing instructions remain subject to the version supplied when the contract was made unless a lawful written variation is agreed.
13.4 Information on our website is general information. It does not replace advice on your particular case or extend our agreed service scope. Nothing in this clause excludes liability for misleading statements or representations on which you are legally entitled to rely.
