Rubbish Removal Richmond upon Thames Service Terms

These Terms and Conditions set out the basis on which we provide rubbish removal and waste collection services in Richmond upon Thames and surrounding areas. By making a booking or allowing our operatives to collect waste from your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any order.

1. Definitions

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

1.1 "Company", "we", "us", and "our" refer to the provider of the rubbish removal and waste collection services.

1.2 "Customer", "you", and "your" refer to any individual, business, organisation, or other entity that requests, books, or receives our services.

1.3 "Services" means any rubbish removal, junk clearance, waste collection, house clearance, commercial waste removal, garden waste removal, or related services that we provide.

1.4 "Waste" means any items, materials, rubbish, refuse, junk, or other goods you ask us to remove and which we agree to collect, subject to any exclusions in these terms or as notified by us.

1.5 "Premises" means the address or location from which we are requested to remove waste or where we are otherwise instructed to provide services.

2. Scope of Services

2.1 We provide rubbish removal and waste collection services primarily within Richmond upon Thames and nearby areas. Availability of services may vary depending on your location and our operational capacity.

2.2 The services generally include the loading of waste onto our vehicle, transportation, and disposal, recycling, or recovery at licensed facilities, in accordance with applicable waste regulations.

2.3 We reserve the right to decline to remove any items that we reasonably consider unsafe, prohibited, hazardous, excessively heavy, or not as described at the time of booking. We may also refuse service where access is unsafe or impracticable.

2.4 Our services do not include cleaning, repair, dismantling of fixtures, or removal of items that are fixed to the structure of the property unless expressly agreed in advance.

3. Booking Process

3.1 You may request a booking by telephone, email, or through any other method we make available. All bookings are subject to our confirmation and these Terms and Conditions.

3.2 When making a booking, you must provide accurate information about the type, approximate volume, and nature of the waste, as well as access details for the premises. Our quotation and the feasibility of the service will be based on the information you provide.

3.3 Any estimate or quote given before collection is provided in good faith based on your description and may be subject to change following an on-site assessment of the actual waste and access conditions.

3.4 Your booking is accepted and a contract is formed when we confirm the booking, either verbally or in writing, and you accept any quoted price or pricing structure communicated to you.

3.5 You must ensure that a person aged 18 or over is present at the premises at the arranged time to grant access, confirm the items to be taken, and authorise payment, unless we have agreed alternative arrangements in advance.

4. Pricing and Quotations

4.1 Our charges are based on factors such as the volume and weight of waste, the type of material, the labour involved, and any specific access issues or additional time required.

4.2 Any prices we provide before arrival are indicative only until we have inspected the waste at the premises. We will confirm the final price with you before commencing the removal. If you do not agree to the revised price, we are not obliged to carry out the service and no charge will apply, except any agreed call-out or cancellation fees.

4.3 Additional charges may apply where:

(a) The waste differs substantially from the description given at booking.

(b) Access is more difficult than described, involves additional manual handling, or is obstructed.

(c) There are delays caused by you or by circumstances at the premises beyond our reasonable control.

(d) Special handling, sorting, or disposal arrangements are required for certain types of waste.

4.4 All quoted prices are exclusive of any applicable taxes unless expressly stated otherwise.

5. Payments

5.1 Payment is due at the time of service unless we have agreed credit terms with you in writing beforehand.

5.2 We may accept payment by cash, card, bank transfer, or any other method we notify you we can accept. We reserve the right to require payment in advance or a deposit for certain bookings.

5.3 If payment is not made when due, we may refuse to collect the waste, cease providing services, or withhold completion of the service until payment is received.

5.4 Where we have agreed credit terms, invoices must be paid in full by the due date stated. If no due date is specified, payment is due within 14 days of the invoice date.

5.5 We may charge interest on late payments at the maximum rate permitted by applicable law, as well as reasonable costs of recovery, including legal and administrative costs.

6. Cancellations and Amendments

6.1 You may cancel or amend your booking by contacting us during normal business hours. We recommend providing as much notice as possible so we can adjust our schedule.

6.2 If you cancel more than 24 hours before the scheduled collection time, no cancellation fee will usually apply, unless we have advised otherwise at the time of booking.

6.3 If you cancel within 24 hours of the scheduled collection time, or fail to provide access to the premises at the agreed time, we reserve the right to charge a reasonable cancellation or call-out fee to cover our costs.

6.4 We may cancel or reschedule your booking if we are unable to provide the service due to operational constraints, vehicle breakdown, staff illness, severe weather, safety concerns, or other circumstances beyond our reasonable control. In such cases, we will notify you as soon as reasonably practicable and offer an alternative time or a refund of any amounts already paid for services not provided.

7. Access and Customer Responsibilities

7.1 You are responsible for ensuring we have safe and adequate access to the premises and to the waste to be collected. This includes arranging any necessary permissions for parking or entry, and ensuring that common areas or shared access routes can be used for the removal.

7.2 You must ensure that the waste to be collected is clearly identified and separated from any items that you wish to keep. We are not liable for removing items that were not clearly identified as to be retained.

7.3 You must not place hazardous, explosive, or prohibited items into the waste unless we have expressly agreed in writing to collect such material and have advised on any additional requirements.

7.4 You agree to inform us in advance of any known risks at the premises, such as structural issues, contamination, or other hazards, so that we can take appropriate precautions.

8. Waste Regulations and Prohibited Items

8.1 We operate in accordance with applicable UK waste management and environmental regulations. We will transport and dispose of waste only at licensed or authorised facilities.

8.2 We are not obliged to collect hazardous waste, including but not limited to asbestos, chemicals, solvents, oils, gas bottles, clinical waste, or electrical items requiring special treatment, unless we have specifically agreed to handle such items and are properly licensed or registered to do so.

8.3 If we discover that hazardous or prohibited items have been included in the waste without our prior agreement, we may refuse to remove them, segregate them for your retention, or apply additional charges to cover safe handling and disposal.

8.4 You are responsible for ensuring that the waste provided for collection does not contain any items whose removal, possession, or disposal would infringe any law or third-party rights.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in providing the services. However, you acknowledge that the nature of rubbish removal and waste collection may involve moving bulky items through confined spaces, and there is a risk of minor damage to paintwork, floor coverings, or other surfaces.

9.2 We will not be liable for any minor cosmetic damage that is reasonably incidental to the proper performance of the services, provided we have acted with reasonable care.

9.3 We are not responsible for pre-existing damage or defects at the premises or to any items on the premises.

9.4 If we cause damage to property through our negligence, our liability will be limited, at our option, to repairing the damage, paying the reasonable costs of repair, or compensating you for the reasonable reduction in value of the damaged property.

9.5 We will not be liable for any loss of profit, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss arising out of or in connection with the services, whether in contract, tort, or otherwise.

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

10. Delays and Force Majeure

10.1 We will use reasonable efforts to attend your premises at the agreed date and time, but any times provided are estimates only. We are not liable for delays caused by traffic, road conditions, accidents, severe weather, or other events outside our control.

10.2 If we are prevented or delayed from performing our obligations by an event beyond our reasonable control, including but not limited to strikes, lockouts, industrial disputes, natural disasters, epidemics, government restrictions, or failure of suppliers, we will not be in breach of contract, provided we notify you and take reasonable steps to mitigate the effect.

11. Title to Waste and Documentation

11.1 Once waste has been loaded onto our vehicle and payment has been made or agreed, title to that waste passes to us, and we will assume responsibility for its transport and disposal.

11.2 Where required by law, we will complete any relevant waste transfer documentation, and you agree to provide accurate information to enable us to do so.

12. Complaints

12.1 If you are dissatisfied with any aspect of our services, you should contact us as soon as possible, providing your name, contact details, premises address, and a description of the issue.

12.2 We will investigate reasonable complaints and, where appropriate, offer remedies which may include re-performing part of the service, providing a partial refund, or other proportionate measures.

13. Data Protection and Privacy

13.1 We may collect and process personal information about you for the purposes of managing bookings, providing services, processing payments, and handling enquiries or complaints.

13.2 We will handle your personal data in accordance with applicable data protection legislation and will take reasonable steps to keep your information secure.

14. Variation of Terms

14.1 We may update or amend these Terms and Conditions from time to time. Any changes will not affect bookings already confirmed unless required by law.

14.2 The version of the Terms and Conditions that applies to your booking will be the version in force at the time your booking is accepted.

15. Severability

15.1 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 will be deemed deleted, and the remaining provisions will continue in full force and effect.

16. Entire Agreement

16.1 These Terms and Conditions, together with any written quotation or confirmation of booking, constitute the entire agreement between you and us in relation to the services and supersede any prior understandings, agreements, or representations, whether oral or written.

17. Governing Law and Jurisdiction

17.1 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.

17.2 You and we agree that 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 provided.

By confirming a booking or allowing our operatives to commence work at your premises, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.