Rubbish Removal Richmond upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which we provide rubbish removal and waste collection services in and around Richmond upon Thames. By booking our services, you agree to be bound by these Terms and Conditions, which form a binding agreement between you and us for each service you request.

1. Definitions

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

Customer, you or your means the person, business or organisation requesting our waste collection or rubbish removal services.

We, us or our means the company providing the rubbish removal and waste collection services.

Services means any rubbish removal, waste collection, clearance, loading, transportation or disposal services that we agree to provide.

Job means a single visit or series of visits booked by you for the provision of our services.

Waste means any items, materials or rubbish that you ask us to collect and remove as part of the services.

2. Scope of Services

We provide rubbish removal, waste collection and associated services for domestic, commercial and other premises within our operating area, which includes Richmond upon Thames and surrounding locations. The exact services, including the type and volume of waste to be removed, will be agreed with you at the time of booking or on site before work begins.

We reserve the right to refuse to collect any items or materials that we reasonably believe are hazardous, prohibited, unsafe to handle, unlawful to carry or cannot be accepted by licensed waste facilities under applicable waste regulations.

3. Booking Process

3.1 You may request a quotation or make a booking by telephone, email or via any other method we make available from time to time. All bookings are subject to availability and are only confirmed when we have accepted your request and provided you with a booking confirmation.

3.2 At the time of booking, you must provide accurate information regarding the nature, approximate volume and location of the waste to be removed, as well as any access restrictions, parking limitations, stairs, narrow entrances or other factors that may affect the job.

3.3 Any quotation provided before our arrival is based on the information you give us. If on arrival the actual volume, weight, type or location of the waste is different from what you described, we may need to amend the quotation. Where possible, we will agree revised pricing with you before starting the work.

3.4 We may offer estimated time slots for arrival. These are indicative only and not guaranteed. We will take reasonable steps to attend within the agreed time window but accept no liability for minor delays outside our reasonable control, including traffic, weather, accidents, road closures or other operational issues.

4. Access, Parking and Customer Responsibilities

4.1 You are responsible for ensuring that we have safe, reasonable and lawful access to the premises where the waste is located, including suitable parking arrangements for our vehicles. Any parking charges, permits or penalties incurred as a result of carrying out the job may be added to your invoice if arising from insufficient arrangements made by you.

4.2 You must ensure that the waste intended for removal is clearly identified and that no items are removed in error. We cannot be held responsible if items are taken away which you did not intend to dispose of, where they were not clearly separated or labelled.

4.3 You confirm that you either own the waste or have full authority from the owner to authorise its removal and disposal. You agree to indemnify us against any claim by a third party that we did not have proper authority to remove the waste.

5. Pricing, Quotes and Estimates

5.1 Our charges are usually based on the volume and, where applicable, the weight and type of waste collected, as well as the labour time required, access conditions and any additional services requested. We may also charge for special handling of particular materials.

5.2 Any price given in advance of a site visit is an estimate only, based on the information you provide. Final prices will be confirmed on site before work starts, once our team has assessed the waste and access conditions. If you do not agree to the revised price, you may cancel the job in accordance with the cancellation terms below.

5.3 Where a fixed price is agreed on site and accepted by you before work begins, that price will not change unless you ask us to carry out additional work, provide extra labour or remove more waste than originally agreed.

6. Payments and Invoicing

6.1 Unless otherwise agreed in writing, payment is due in full immediately upon completion of the job. We accept payment by the methods notified to you at the time of booking or on site, which may include cash, card or bank transfer.

6.2 For business customers, we may at our discretion agree to provide credit terms. Where credit is agreed, payment must be made within the period stated on the invoice. Late payment may result in additional charges, interest and recovery costs as permitted under applicable law.

6.3 We reserve the right to withhold or cease providing services if you fail to pay any amount due on time, or if we reasonably believe that you may be unable or unwilling to pay for the services.

6.4 All prices are quoted exclusive of VAT or other applicable taxes unless expressly stated otherwise. If VAT applies, it will be charged at the prevailing rate at the time of invoicing.

7. Cancellations, Amendments and Waiting Time

7.1 You may cancel or reschedule a booking by giving us as much notice as possible. If you cancel within a reasonable period before the scheduled arrival time, we will generally not charge a cancellation fee. However, we reserve the right to charge a fee where cancellation is made at very short notice or upon arrival on site.

7.2 If our team attends at the agreed time and is unable to gain access, unable to contact you or is prevented from carrying out the job for reasons outside our control, this may be treated as a late cancellation. In such circumstances, we may charge a call-out or attendance fee to cover our costs.

7.3 If you reduce the scope of the job on arrival so that only a minimal amount of work is required, we may impose a minimum charge to cover travel and attendance costs.

7.4 If we need to cancel or reschedule a booking due to operational issues, vehicle problems, staff availability, weather conditions or other events outside our reasonable control, we will notify you as soon as practicable and offer an alternative time. We will not be liable for any loss or inconvenience arising from such rescheduling, provided we take reasonable steps to inform you.

8. Waste Regulations and Prohibited Items

8.1 We operate in accordance with applicable UK waste legislation and regulations. All waste collected by us will be transported to licensed waste transfer stations, recycling facilities or disposal sites as appropriate. We will take reasonable steps to recycle suitable materials where this is feasible.

8.2 Certain types of waste are hazardous, controlled or otherwise restricted and may require special handling, licences or documentation. This includes, but is not limited to, asbestos, clinical waste, chemicals, solvents, oils, gas bottles, some electrical items, batteries and certain construction materials.

8.3 You must notify us in advance if any waste for collection could be hazardous or subject to special regulations. If we discover hazardous or prohibited waste on site which has not been disclosed, we may refuse to handle it, adjust the price to reflect additional costs, or require you to arrange separate specialist removal.

8.4 You must not dispose of hazardous or illegal items in general waste that we collect. You remain legally responsible for any waste that you improperly describe or conceal, and for any resulting fines, clean-up costs or penalties. You agree to indemnify us against any liability arising from misdescribed or unlawful waste supplied by you.

9. Health and Safety

9.1 We prioritise the health and safety of our staff, customers and the public. Our team may decline to carry out any activity they reasonably consider unsafe, including entering unstable structures, working at dangerous heights or lifting items beyond safe manual handling limits.

9.2 Please keep children, pets and other occupants at a safe distance while our team is working. You must inform us of any known hazards at the premises, such as loose flooring, sharp objects, exposed wiring or other risks.

10. Damage, Liability and Insurance

10.1 We will exercise reasonable care and skill when providing the services. However, minor scuffs or marks can sometimes occur during the moving of bulky items through tight spaces. You should take reasonable steps to protect floors, walls and fittings where you are concerned about possible cosmetic damage.

10.2 Our liability for any loss or damage arising from the services is limited to direct losses only and, to the fullest extent permitted by law, will not exceed the total price paid or payable by you for the relevant job.

10.3 We are not liable for any indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or any loss arising from delay, except where such limitation is prohibited by law.

10.4 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 matter for which liability cannot be excluded or limited under applicable law.

10.5 You must notify us in writing of any claim for loss or damage as soon as reasonably possible and within a reasonable period after becoming aware of it, so that we can investigate. Failure to notify us within a reasonable timeframe may affect our ability to assess and respond to your claim.

11. Customer Conduct

11.1 We expect all customers to treat our staff with courtesy and respect. We reserve the right to withdraw our services, leave the premises or refuse any future bookings where our staff are subjected to abusive, threatening or inappropriate behaviour.

11.2 You must not instruct our staff to undertake any unlawful activity or anything that could reasonably be considered unsafe or outside the scope of the agreed services.

12. Data Protection and Privacy

12.1 We will collect and process your personal information only for the purposes of providing our rubbish removal and waste collection services, managing bookings, processing payments and, where relevant, complying with our legal obligations.

12.2 We will take reasonable steps to keep your personal data secure and will not sell or rent it to third parties. We may share your information with service providers who assist us in delivering the services, such as payment processors or waste facilities, where this is necessary and lawful.

13. Complaints

13.1 If you are dissatisfied with any aspect of our services, please contact us as soon as possible so we can try to resolve the issue. We may ask for details of the job, supporting information and photographs where appropriate.

13.2 We will aim to respond to complaints promptly and fairly. Where we consider that a complaint is justified, we may offer a remedy such as a partial refund, a price adjustment or a return visit, depending on the circumstances.

14. Variation of Terms

14.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time you make a booking will apply to that particular job.

14.2 Any changes to the services, prices or terms that are agreed individually with you will be valid only if confirmed by us in writing or in a booking confirmation.

15. Governing Law and Jurisdiction

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

15.2 You and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms and Conditions or the services we provide.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or regulator, the remaining provisions will continue in full force and effect.

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

16.3 You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where this does not reduce the level of service you receive.

16.4 These Terms and Conditions, together with any written booking confirmation or agreed quotation, set out the entire agreement between you and us in relation to the services and supersede any previous understanding, correspondence or representations, whether written or oral.