Terms and Conditions for Rubbish Collection Twickenham

These Terms and Conditions set out the basis on which Rubbish Collection Twickenham provides waste removal and related services to domestic and commercial customers. By booking a collection, accepting a quotation or permitting our operatives to commence work, you agree to be bound by these Terms and Conditions.

If you do not agree to these terms, you should not proceed with a booking or allow our services to be carried out. You are advised to read this document carefully before confirming any waste collection.

1. Definitions

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

1.1 Service means any rubbish removal, waste collection, clearance, loading, transportation, recycling, disposal or related service provided by us.

1.2 Customer means the individual, business, company or organisation requesting or receiving the Service.

1.3 Waste means any items, materials, rubbish or refuse presented for collection, whether household, garden, commercial, construction or other non-hazardous waste, unless otherwise agreed in writing.

1.4 Hazardous Waste means waste that is controlled, restricted or classified as hazardous, special or dangerous under applicable UK and local regulations, including but not limited to asbestos, chemicals, solvents, oils, clinical waste, gas cylinders and certain electrical items.

1.5 Site means the collection address or any premises where the Service is carried out.

1.6 Agreement means the contract between us and the Customer incorporating these Terms and Conditions and any written quotation or confirmation.

2. Scope of Service

2.1 We provide rubbish collection and waste clearance services within our designated service area. Services may include removal of household waste, bulky items, garden waste, office clearance waste, light construction waste and similar non-hazardous materials.

2.2 The precise scope of the Service, including the type and approximate volume of waste, access requirements and any special instructions, will be agreed at the time of booking based on the information provided by the Customer.

2.3 We reserve the right to refuse to collect any items that, in our reasonable opinion, are unsafe to handle, prohibited by law, incorrectly described, or exceed the agreed volume or weight limits, or where there is a risk to health, safety, vehicles, property or the environment.

3. Booking Process

3.1 Bookings may be made by telephone, email or other communication methods we make available from time to time. A booking will only be considered confirmed when we have acknowledged it and provided a time window or collection date.

3.2 When making a booking, the Customer must provide accurate information, including:

a. Full name and contact details.

b. Collection address and any access limitations.

c. Description and estimated volume of the waste.

d. Floor level, parking restrictions and any loading issues.

3.3 Quotations are given based on the information provided at the time of booking. If upon arrival we find that the nature or volume of the waste significantly differs from that described, we reserve the right to revise the price, alter the Service or decline the work.

3.4 Any estimated arrival times or time windows are provided in good faith but are not guaranteed. We will endeavour to notify you of any significant delays but accept no liability for late arrival due to traffic, weather, access issues or other circumstances beyond our reasonable control.

4. Access and Parking

4.1 The Customer is responsible for ensuring that our operatives have safe and reasonable access to the Site at the agreed time. This includes obtaining any necessary permissions from third parties such as landlords, neighbours or managing agents.

4.2 The Customer must inform us of any restricted access, parking limitations, height restrictions, security procedures or other relevant details at the time of booking.

4.3 Where parking charges, permits or congestion fees apply, these may be added to the final invoice if not provided by the Customer.

4.4 If we are unable to gain access to the Site at the agreed time due to circumstances within the Customer’s control, we may charge a wasted journey fee or a minimum call-out charge.

5. Customer Obligations

5.1 The Customer warrants that they either own the waste being collected or have full authority from the owner to arrange for its removal and disposal.

5.2 The Customer must ensure that the waste is presented in a safe, accessible and reasonably consolidated manner, unless loading from within the property or garden has been specifically agreed.

5.3 The Customer agrees to inform us in advance of any Hazardous Waste, sharp objects, heavy items or any materials that may require special handling, and to comply with all instructions given by our operatives on Site.

5.4 The Customer must not conceal any prohibited items within general waste. If Hazardous Waste or prohibited materials are discovered, we may refuse to remove them, impose additional handling charges, or cease work immediately.

6. Payments and Charges

6.1 Our charges are usually based on the volume of waste removed, type of material, loading time and any additional factors such as difficult access or extra labour. We may issue either a fixed price quotation or an estimate to be confirmed on arrival.

6.2 Unless otherwise agreed, payment is due in full on completion of the Service, and must be made by cash, card or other accepted method at the time of collection.

6.3 For business customers or account holders, alternative payment terms may be agreed in writing. In such cases, invoices are payable within the period stated on the invoice. We reserve the right to charge interest on overdue amounts at the statutory rate until payment is received in full.

6.4 All prices quoted are exclusive of any applicable taxes unless clearly stated otherwise. Any additional disposal charges, parking fees or congestion charges incurred while providing the Service may be added to the final amount payable.

6.5 If the volume or nature of the waste is greater than originally described, we will inform the Customer of the revised price before proceeding. If the Customer declines the revised price, we reserve the right to charge a call-out or assessment fee.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a booking by providing reasonable notice before the agreed collection time. We recommend that any cancellation is made at least 24 hours in advance where possible.

7.2 We reserve the right to charge a cancellation fee where:

a. The Customer cancels within a short time of the scheduled collection, and we have already dispatched a vehicle or allocated resources.

b. Our operatives attend the Site but are unable to complete the Service due to circumstances within the Customer’s control, such as lack of access or refusal to accept revised pricing where the waste description was inaccurate.

7.3 If we need to cancel or reschedule a booking due to unforeseen circumstances, we will notify the Customer as soon as reasonably practicable and offer an alternative time. Our liability is limited to rescheduling the Service or refunding any prepayment made for the cancelled booking.

8. Waste Regulations and Environmental Compliance

8.1 We operate in accordance with applicable UK waste management, environmental and duty of care regulations. We will transport and dispose of waste only at authorised facilities or through licensed partners, as required by law.

8.2 Once waste has been loaded onto our vehicle and full payment has been received, responsibility for that waste transfers from the Customer to us, subject to legal and regulatory obligations.

8.3 We may refuse to collect any Hazardous Waste or regulated materials unless a specific agreement has been made in advance and appropriate arrangements are in place. Additional charges and documentation may apply.

8.4 The Customer remains responsible for ensuring that any waste left on Site is stored or managed in compliance with applicable regulations. We accept no liability for waste that has not yet been collected or which remains at the Site.

8.5 We aim to minimise the amount of waste sent to landfill by sorting, recycling or reusing materials wherever reasonably practicable. However, no guarantee is given regarding recycling rates for any particular collection.

9. Liability and Insurance

9.1 We will take reasonable care when carrying out the Service to avoid damage to property, fixtures and fittings. However, the Customer is responsible for protecting any delicate surfaces, flooring, fixtures or items that may be vulnerable during the clearance process.

9.2 We shall not be liable for:

a. Normal wear and tear or minor cosmetic damage arising from the proper performance of the Service.

b. Any pre-existing damage or structural defects at the Site.

c. Loss of any items that the Customer has not removed or safeguarded before the Service, unless specifically entrusted to us in writing.

9.3 Our total liability for any loss, damage or claim arising out of or in connection with the Service, whether in contract, tort or otherwise, shall not exceed the total price paid by the Customer for the relevant Service, except where liability cannot lawfully be limited.

9.4 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 which cannot be limited or excluded under applicable law.

9.5 The Customer shall indemnify us against any claims, costs, damages or expenses arising from:

a. Incorrect information provided about the nature of the waste or the Site.

b. The presence of Hazardous Waste not disclosed at the time of booking.

c. Any breach by the Customer of these Terms and Conditions or applicable waste regulations.

10. Complaints and Disputes

10.1 If the Customer is dissatisfied with any aspect of the Service, they must notify us as soon as possible and, in any event, within seven days of the collection date, providing full details and any supporting evidence.

10.2 We will investigate any complaint in good faith and, where appropriate, may offer a remedy such as a partial refund, re-attendance or alternative resolution, at our discretion.

10.3 Raising a complaint does not entitle the Customer to withhold payment for services already provided, unless this has been agreed in writing.

11. Force Majeure

11.1 We shall not be liable for any delay or failure to perform our obligations where such delay or failure results from events or circumstances beyond our reasonable control, including but not limited to severe weather, traffic disruption, accidents, strikes, lockouts, breakdown of vehicles, acts of God or changes in law.

11.2 In such cases, we reserve the right to suspend, delay or cancel the Service without liability, although we will use reasonable efforts to minimise any disruption and reschedule where possible.

12. Data Protection and Privacy

12.1 We may collect and process personal data about the Customer, including contact details and service information, for the purposes of managing bookings, providing the Service, handling payments and complying with legal obligations.

12.2 We will handle personal data in accordance with applicable data protection legislation and our internal policies. We will not sell your personal information to third parties.

12.3 By placing a booking, the Customer consents to the use of their personal data for the purposes described in this clause. The Customer may contact us to request access to or correction of their personal information, subject to legal requirements.

13. Variation of Terms

13.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements or operational practices.

13.2 The Terms and Conditions in force at the time of your booking will apply to that specific Service, unless a change is required by law or regulatory authority.

14. Severability

14.1 If any provision of these Terms and Conditions is found by a court or 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.

15. Entire Agreement

15.1 These Terms and Conditions, together with any written quotation or confirmation, constitute the entire agreement between us and the Customer in relation to the Service and supersede any prior representations, statements or understandings, whether oral or written.

16. Governing Law and Jurisdiction

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

16.2 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 Service, whether contractual or non-contractual in nature.

By proceeding with a booking or allowing our operatives to carry out a waste collection, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.