Waste Removal Richmond upon Thames Service Terms and Conditions

These Terms and Conditions set out the basis on which we provide waste removal and related services in Richmond upon Thames and surrounding areas. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means the individual, business or organisation requesting waste removal or related services from us.

Services means any waste collection, rubbish clearance, bulky item removal, garden waste removal, household or commercial waste removal, or associated work that we agree to provide.

Booking means a confirmed request by the Customer for us to provide Services at a specified date, time, and location.

Waste means the materials and items to be collected and removed as part of the Services, excluding any prohibited or hazardous materials set out in these Terms and Conditions.

Premises means the location where the Services are to be carried out, including any access routes, driveways, communal areas, gardens and internal spaces that we reasonably need to use in order to perform the Services.

2. Scope of Services

We provide waste removal and collection services for domestic and commercial Customers. The exact scope of the Services for each Booking will be as agreed with the Customer prior to confirmation, based on the type, approximate volume and nature of the Waste to be removed, and the location of the Premises.

Any description of Services given verbally, on our website, or in marketing materials is an approximate guide only. The final scope and price of the Services may depend on the actual Waste presented for removal on the day of collection, subject to these Terms and Conditions.

3. Booking Process

Bookings may be made by telephone, email or online enquiry form, where available. When requesting a Booking, the Customer must provide accurate and complete information, including:

a) The full address of the Premises and details of access.

b) The type and estimated volume of Waste to be removed.

c) Any items that may be heavy, bulky or require special handling.

d) Any parking or loading restrictions at or near the Premises.

e) Any time constraints or specific requirements relating to the Services.

We may provide an indicative price or estimate based on the information supplied by the Customer. This estimate is not binding and may be revised on site if the Waste differs in type or volume from that described, or if access or other conditions are not as stated. A Booking is only confirmed when we have accepted the request and provided confirmation by telephone, email or text message, as applicable.

4. Access and Parking

The Customer must ensure that we have safe, adequate and lawful access to the Premises and to all areas where Waste is to be collected. This includes arranging any required parking permits, visitor passes or access codes, and informing us about any potential access issues in advance.

If we are unable to carry out the Services because of restricted or unsafe access, lack of parking, or any other reason beyond our reasonable control, we may charge a call-out fee or a proportion of the agreed price, to cover our reasonable time and costs.

5. Customer Responsibilities

The Customer is responsible for:

a) Ensuring that they have the authority of the property owner, landlord or managing agent to arrange the removal of Waste from the Premises.

b) Ensuring that all Waste intended for collection is clearly identified and separated from any items that are not to be removed.

c) Removing any personal or valuable items from the Waste before collection. We accept no responsibility for items that are removed and disposed of as Waste once they have been presented for collection.

d) Ensuring that the Waste does not contain any items that are prohibited under these Terms and Conditions or under applicable waste regulations.

e) Informing us in advance of any fragile surfaces, hidden services, or risks at the Premises that could affect how the Services are carried out.

6. Excluded and Hazardous Waste

We do not collect or transport certain categories of waste, including but not limited to:

a) Asbestos or materials containing asbestos.

b) Clinical or medical waste, including syringes, medicines and sharps.

c) Hazardous chemicals, solvents, oils, paints, fuels and pressurised containers.

d) Gas cylinders, explosives, fireworks or ammunition.

e) Radioactive materials or any items classified as hazardous under applicable legislation.

If such items are discovered within the Waste at the time of collection, we may refuse to remove them and may refuse the entire load if necessary for health, safety or regulatory reasons. The Customer may be charged for any additional time, handling, or specialist disposal required as a result of undisclosed hazardous materials.

7. Pricing and Estimates

Prices are generally based on the volume and type of Waste, the labour required, and any additional services requested. Where we provide an estimate prior to arrival, this is given in good faith based on the information supplied, but is not fixed or binding.

On arrival, our team will assess the actual Waste and access conditions and confirm the final price before commencing work. If the Customer chooses not to proceed at that stage, we reserve the right to charge a reasonable call-out or attendance fee to cover the cost of travel and time.

All prices are quoted exclusive of VAT unless expressly stated otherwise. If VAT is applicable, it will be added at the prevailing rate.

8. Payments

Unless otherwise agreed in writing, payment is due in full on completion of the Services at the Premises. We may accept payment by cash, debit or credit card, or bank transfer, subject to availability at the time of Booking and any additional requirements we may impose.

For commercial Customers or larger projects, we may require a deposit or full advance payment prior to carrying out the Services. Any such requirement will be communicated at the time of Booking.

If payment is not made when due, we reserve the right to charge interest on the overdue amount at the statutory rate applicable to late payments, accruing on a daily basis until payment is received in full. We may also recover any reasonable costs incurred in seeking to recover overdue sums.

9. Cancellations and Changes

The Customer may cancel or amend a Booking by giving at least 24 hours notice prior to the agreed arrival time. Where this notice is given, any deposit paid may be refunded or applied to a rescheduled Booking, at our discretion.

If the Customer cancels with less than 24 hours notice, or is not present or contactable when we attend, we may charge a cancellation fee or retain any deposit paid to cover our costs.

We reserve the right to cancel or reschedule a Booking due to events outside our reasonable control, including severe weather, traffic disruption, staff illness, equipment failure or regulatory restrictions. In such cases, we will seek to notify the Customer as soon as reasonably practicable and arrange a new appointment. We will not be liable for any loss or inconvenience arising from such cancellation or rescheduling, save for refunding any payments already received for Services not carried out.

10. Performance of the Services

We will use reasonable care and skill in providing the Services and will make reasonable efforts to perform them on the agreed date and within the agreed time window. However, any time estimates given are approximate and not guaranteed, and we shall not be liable for delay caused by factors beyond our reasonable control.

We reserve the right to use subcontractors or third party carriers to perform all or part of the Services, provided that we remain responsible to the Customer for the proper performance of the Services in accordance with these Terms and Conditions.

11. Waste Handling and Environmental Compliance

We will transport and dispose of collected Waste in accordance with applicable UK waste management laws and regulations. This includes, where required, using appropriately licensed waste transfer stations and maintaining relevant records of disposal.

Once the Waste has been loaded into our vehicle and payment has been made or agreed, ownership of the Waste will transfer to us. We will determine the most suitable method of disposal or recycling, having regard to legal requirements and environmental considerations.

The Customer must not request or require us to dispose of Waste in any unlawful manner. We will not agree to fly-tipping or any other form of illegal disposal. If we reasonably suspect that a Customer is requesting services that would breach environmental legislation, we may decline the Booking and may report the matter to the appropriate authorities.

12. Damage to Property

We will take reasonable care when carrying out the Services at the Premises. However, the Customer accepts that moving heavy or bulky items, or accessing tight or restricted spaces, carries some risk of minor damage, such as scuffs, scrapes or marks to walls, floors or door frames.

The Customer should take steps to protect vulnerable surfaces prior to our arrival, and should inform us of any particularly delicate areas or fixtures. We will not be liable for minor cosmetic damage that is reasonably incidental to the careful performance of the Services.

If we cause significant damage to the Premises through negligence, the Customer must notify us in writing as soon as reasonably practicable and in any event within 7 days of becoming aware of the damage. Our liability for such damage will be limited as set out in the Liability section of these Terms and Conditions.

13. Liability

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

Subject to the paragraph above, our total liability to the Customer arising out of or in connection with any Booking or the Services, whether in contract, tort, breach of statutory duty or otherwise, shall not exceed the total price paid or payable for the relevant Services.

We shall not be liable for any loss of profit, loss of business, business interruption, loss of anticipated savings, or any indirect or consequential loss arising out of or in connection with the Services or these Terms and Conditions.

We shall not be responsible for loss of or damage to any items that have been presented to us as Waste for removal. The Customer is responsible for ensuring that no personal possessions or items of value are included with the Waste.

14. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as possible, providing details of the issue, the date of the Booking, and any supporting information. We will investigate the complaint and respond within a reasonable time, and, where appropriate, may offer to rectify any issues or provide a partial refund, at our discretion and subject to these Terms and Conditions.

15. Data Protection and Privacy

We will collect and use personal information about Customers for the purposes of administering Bookings, providing the Services, processing payments and managing our business operations. We will handle such information in accordance with applicable data protection laws and will take reasonable measures to keep it secure.

We may retain Customer details for a reasonable period for record-keeping, legal and accounting purposes. Customers may contact us to request access to, correction of, or deletion of their personal information, subject to legal restrictions and our legitimate business interests.

16. Amendments to These Terms

We may update or amend these Terms and Conditions from time to time. Any changes will take effect when published on our website or otherwise communicated to Customers, and will apply to Bookings made after that date. It is the Customer's responsibility to review the current Terms and Conditions before making a Booking.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, including any non-contractual disputes or claims.

18. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without our prior written consent. We may assign or transfer our rights and obligations to another legal entity as part of a business transfer or restructuring, provided that this does not materially affect the Services.

These Terms and Conditions set out the entire agreement between the Customer and us in relation to the Services and supersede any prior agreements, understandings or arrangements, whether written or oral.