Service Terms and Conditions for Waste Collection Richmond upon Thames

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

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means the person, business, or organisation that books or pays for the waste collection service.

Services means any waste collection, removal, loading, transportation, or related services provided by us.

Waste means the items, materials, and rubbish presented by the Customer for collection, including household, garden, commercial, or bulky waste, but excluding any prohibited or hazardous items as defined in these terms or relevant legislation.

Booking means a confirmed request for Services made by the Customer via telephone, email, online form, or any other method accepted by us.

Contract means the agreement between us and the Customer for the provision of Services in accordance with these Terms and Conditions.

2. Service Area and Scope of Services

We provide waste collection and removal services primarily within Richmond upon Thames and nearby locations. Availability of Services may vary depending on the exact address, access conditions, and type of waste.

Our Services may include domestic waste collection, garden waste removal, bulky item clearance, commercial and office waste collections, and other related services as agreed at the time of Booking.

We reserve the right to decline any Booking that falls outside our normal operating area, presents health and safety concerns, or involves waste types that we are not licensed or insured to handle.

3. Booking Process

Customers may request a waste collection by phone, email, or through our online enquiry or booking systems where available. A Booking is only confirmed once we have accepted the request and provided the Customer with a date, approximate time window, and price estimate or quotation.

The Customer must provide accurate information regarding the type, approximate volume, weight, and location of the waste, as well as details of access, parking, and any restrictions that may affect the delivery of the Services.

Any quote given before our team attends the property is an estimate only, based on the information provided by the Customer. The final price may vary if the actual quantity, type, or weight of waste differs from that described, or if access and loading conditions are substantially different from those stated at the time of Booking.

We may request photographs or additional descriptions of the waste to improve the accuracy of our estimates. However, we are not responsible for differences between the estimate and the final price where the details initially provided were incomplete or inaccurate.

4. Access, Parking, and Customer Obligations

The Customer is responsible for providing safe, lawful, and reasonable access to the waste to be collected. This includes ensuring that the collection point is free from obstructions and that our team can park and load safely and legally.

Where parking restrictions apply, the Customer must inform us in advance and, if necessary, arrange suitable permits or nearby parking. Any parking charges, fines, or penalties directly resulting from the provision of the Services may be added to the final invoice where these arise from circumstances beyond our control.

The Customer must ensure that they have full authority to arrange the removal of the waste from the premises and that no third party consent is required. By proceeding with the Booking, the Customer confirms they are the owner of the waste or have the owner’s permission to dispose of it.

5. Prices, Quotations and Payment Terms

Prices for our waste collection services depend on the type and volume of waste, access conditions, and any additional services required such as dismantling, labour time, or extra loads. We may charge based on volume, weight, load size, or a combination of these factors.

All prices will be stated in pounds sterling and may be subject to VAT where applicable. Any applicable taxes or charges will be clearly indicated to the Customer before confirming the Booking, as far as reasonably possible.

Unless otherwise agreed in writing, payment is due on completion of the Service, on the day of collection. We may accept payment by cash, debit card, credit card, or bank transfer, subject to availability of methods at the time of collection.

For commercial Customers or repeat business accounts, we may agree alternative payment terms, such as payment on invoice within a specified number of days. Any such terms must be agreed in writing before the Service is provided.

We reserve the right to refuse or cancel a Booking where payment details are invalid, not authorised, or where previous invoices remain unpaid.

6. Cancellations, Amendments and Waiting Time

The Customer may cancel or amend a Booking by contacting us directly. We request as much notice as possible so that we can adjust our schedule.

If the Customer cancels more than 24 hours before the agreed collection time, no cancellation fee will usually be charged. For cancellations within 24 hours, we reserve the right to charge a reasonable cancellation fee to cover administrative and scheduling costs.

If our team attends the agreed address and is unable to carry out the Service due to lack of access, incorrect information, or the Customer not being present when required, we may charge a call-out fee and any applicable waiting time. Any rearranged collection may also incur additional charges.

Where the Customer requests changes to the booking details on the day of collection, such as significant increases in waste volume or additional locations, we will do our best to accommodate these changes. However, we reserve the right to adjust the price, reschedule the Service, or decline the additional work where it is not practical or safe to carry it out immediately.

7. Waste Types and Regulatory Compliance

We operate in accordance with applicable waste management laws and regulations in the United Kingdom, including duty of care requirements for the handling, transport, and disposal of controlled waste.

Certain types of waste cannot be collected by us, including but not limited to asbestos, clinical or medical waste, certain chemicals, flammable liquids, gas bottles, and other hazardous or specialist materials. The Customer must disclose any such materials in advance. If we discover prohibited or hazardous waste upon arrival, we may refuse to remove it and may charge a call-out or partial service fee.

We will dispose of all collected waste at licensed facilities where it will be processed, recycled, or landfilled in accordance with regulatory requirements. We may issue a waste transfer note or similar documentation where required by law or requested by the Customer, particularly for commercial collections.

The Customer must not present for collection any items that they are legally prohibited from disposing of or that breach any local or national regulations. The Customer remains responsible for any legal or financial consequences arising from their failure to declare hazardous or prohibited waste.

8. Customer Representations and Warranties

By making a Booking, the Customer represents and warrants that:

They have full authority to request removal of the waste.

The waste presented for collection matches the description given at the time of Booking, and does not include prohibited or hazardous materials that have not been disclosed.

Access to the premises and collection point is safe and lawful.

No third party rights are infringed by the removal of the waste, and the Customer will indemnify us against any claims by property owners, tenants, neighbours, or other third parties regarding ownership of waste or items taken in error based on the Customer’s instructions.

9. Our Liability

We will exercise reasonable care and skill in providing the Services and will take all reasonable steps to avoid damage to property when removing waste. However, the Customer acknowledges that some risk of minor damage may be unavoidable when removing bulky items from confined spaces or difficult access areas.

We shall not be liable for any damage to property or possessions that arises from inadequate or unsafe access, structural weaknesses, concealed services, or pre-existing damage. The Customer is responsible for advising our team of any particular risks or fragile areas before work begins.

To the fullest extent permitted by law, our total liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable by the Customer for the specific Service in question.

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

10. Delays, Force Majeure and Service Availability

While we aim to attend each collection within the agreed time window, all times are estimates and may be affected by traffic, weather, operational issues, or other circumstances beyond our reasonable control. We will use reasonable efforts to inform the Customer of any significant delays and to rearrange the collection where necessary.

We shall not be liable for any failure or delay in performing our obligations under the Contract where such failure or delay results from events beyond our reasonable control, including severe weather, accidents, road closures, strikes, or interruptions to transport or disposal facilities.

11. Complaints and Disputes

If the Customer is dissatisfied with any aspect of the Service, they should contact us as soon as practicable, providing details of the issue, the date of collection, and any relevant evidence. We will investigate complaints promptly and aim to resolve any disputes in a fair and reasonable manner.

Where appropriate, we may offer a partial refund, re-attendance, or another form of remedy, at our discretion and subject to the circumstances of the case.

12. Data Protection and Privacy

We will collect and process personal data such as names, addresses, contact details, and payment information for the purposes of administering Bookings, providing Services, and fulfilling our legal obligations, including waste duty of care requirements.

We will take reasonable steps to keep such information secure and will not sell or share personal data with third parties other than where necessary to provide the Service, process payments, or comply with legal requirements.

13. Amendments to these Terms and Conditions

We may update or amend these Terms and Conditions from time to time to reflect changes in the law, our services, or business practices. The version in force at the time of the Booking will apply to that Contract. Customers are encouraged to review the Terms and Conditions periodically when arranging new Services.

14. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary or, if this is not possible, deleted. The remaining provisions shall continue in full force and effect.

15. Governing Law and Jurisdiction

These Terms and Conditions and any disputes or claims arising out of or in connection with them, or the Services supplied, 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 their subject matter.

By proceeding with a Booking for waste collection in Richmond upon Thames, the Customer confirms that they have read, understood, and agree to these Terms and Conditions.