Rubbish Removal Kingston Upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which we provide rubbish removal and waste collection services in Kingston Upon Thames and the surrounding areas. By making a booking, confirming a quotation or allowing us to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

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

1.1 We, us and our refer to the rubbish removal and waste collection service provider responsible for fulfilling your booking.

1.2 You and your refer to the customer, whether an individual, company, landlord, tenant or other organisation, who requests or uses our services.

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

1.4 Waste means any items, materials or rubbish you ask us to collect and dispose of as part of the services, excluding any prohibited items as specified in these terms or by law.

1.5 Booking means any request for services made by you and accepted by us, whether made by phone, email, online form or in person.

2. Scope of Services

2.1 We provide rubbish removal and waste collection services for domestic, commercial and landlord clients, including but not limited to household waste, garden waste, bulky items, office clearances and general non-hazardous waste.

2.2 Our services generally include loading your waste onto our vehicle, transporting it to a licensed waste facility and arranging lawful disposal or recycling in accordance with applicable regulations.

2.3 We reserve the right, at our absolute discretion, to refuse to remove any items we reasonably consider unsafe, unlawful to carry, excessively heavy, contaminated or otherwise unsuitable for collection.

3. Booking Process

3.1 You may request a booking by contacting us via telephone, email or online enquiry. We will ask you to provide details of the property, access conditions, type and approximate volume or weight of waste to be removed, and your preferred date and time.

3.2 Any quotation given prior to our arrival is based on the information you provide. If the waste is materially different in nature, volume, weight or access conditions from those described, we may revise the quotation or decline to proceed.

3.3 A booking is only confirmed when we have accepted your request for services and provided you with a confirmation verbally or in writing. We reserve the right to decline any booking at our discretion.

3.4 We will use reasonable efforts to attend at the agreed date and time, but all timing is approximate. Timeslots are indicative only and subject to traffic, weather, operational constraints and unforeseen circumstances. We shall not be liable for minor delays outside our reasonable control.

4. Access and Customer Responsibilities

4.1 You are responsible for ensuring that we have safe, suitable and lawful access to the property and to the waste due to be collected on the agreed date and time.

4.2 You must ensure that parking is available for our vehicle as close as reasonably possible to the collection point. Any parking fees, permits or penalties incurred due to a lack of suitable parking or restrictions may be charged to you.

4.3 You are responsible for obtaining any necessary permissions or consents from landlords, managing agents, neighbours or local authorities for us to access and remove waste from the premises.

4.4 You must ensure that the waste to be removed is clearly identified and separated, and that no prohibited or hazardous items are mixed with general waste. If any items are not to be removed, these must be clearly pointed out to our staff.

4.5 If we are unable to carry out the services due to lack of access, unsafe conditions or other issues arising from your failure to comply with this clause, we may charge a call-out or cancellation fee as set out in these terms.

5. Quotations and Pricing

5.1 Unless otherwise stated, all quotations are estimates based on the information you provide and our standard price structure, which may be determined by volume, weight, loading time, type of waste and disposal costs.

5.2 Upon arrival, our team will assess the actual waste and confirm the final price before commencing work. If the actual waste is significantly more than described or if access is more difficult, we reserve the right to adjust the price accordingly.

5.3 All prices are exclusive of any parking charges, congestion charges or other third-party fees unless expressly included. Such additional costs may be added to your final invoice.

5.4 Any discounts or promotional offers are applied at our discretion and may be subject to conditions. We may withdraw or amend offers at any time.

6. Payments

6.1 Payment is due on completion of the services, unless alternative arrangements have been agreed in writing prior to the booking.

6.2 We accept payment by cash, debit card, credit card or bank transfer, subject to availability and any applicable processing charges.

6.3 For commercial customers or larger projects, we may agree to invoice on completion, with payment due within an agreed number of days. Late payment may incur interest and administration charges in accordance with applicable law.

6.4 We reserve the right to require a deposit or full payment in advance for certain bookings, including but not limited to high-value, multi-day or out-of-hours services.

6.5 If you fail to pay any amount due, we may suspend further services, withhold waste transfer notes and take reasonable steps to recover the debt, including legal action where necessary. You will be responsible for any costs we incur in recovering overdue sums.

7. Cancellations and Amendments

7.1 You may cancel or amend your booking by contacting us as soon as possible and at least 24 hours before the scheduled collection time.

7.2 If you cancel with less than 24 hours notice, we may charge a reasonable cancellation fee to cover our administrative and operational costs.

7.3 If we arrive at the property and are unable to complete the services due to your failure to provide access, your absence, or other reasons within your control, we may charge a call-out fee and any associated costs.

7.4 We reserve the right to cancel or reschedule a booking at any time due to vehicle breakdown, staff illness, unsafe conditions, extreme weather, or other circumstances beyond our reasonable control. In such cases, we will offer to rearrange the service at the earliest convenient time, and our liability will be limited to the rescheduling of the service.

8. Waste Types and Prohibited Items

8.1 We collect general non-hazardous household and commercial waste, subject to any limitations notified at the time of booking or by our staff on site.

8.2 We do not normally collect hazardous waste, including but not limited to asbestos, clinical waste, chemicals, solvents, oils, gas cylinders, paint in liquid form, explosives or any materials classified as dangerous goods.

8.3 We may also refuse to remove items that are excessively heavy, structurally unsafe, contaminated with hazardous substances or otherwise unsuitable for manual handling.

8.4 It is your responsibility to inform us in advance of any items that may be hazardous or require special handling. If prohibited or hazardous items are discovered during loading, we may stop work, adjust the quotation or decline to remove those items. Additional charges may apply for time spent on site and any necessary protective measures.

9. Waste Handling and Environmental Compliance

9.1 We operate in accordance with UK waste management legislation and duty of care requirements. We will only dispose of waste at licensed facilities and will use reasonable efforts to reuse or recycle waste where practicable.

9.2 Where applicable, we will provide confirmation of waste transfer details in accordance with legal requirements. You should retain any documentation provided for your records.

9.3 By engaging our services, you confirm that you have the right to transfer the waste to us and that it does not contain any materials that are illegal to possess, transfer or dispose of.

9.4 We are not liable for any illegal waste concealed within your items or misdescribed by you. Any fines, penalties or costs arising from false information provided by you may be reclaimed from you.

10. Liability and Limitations

10.1 We will exercise reasonable care and skill in providing the services. However, you accept that minor scuffs or marks may occur during the removal of bulky items or waste from tight or restricted spaces.

10.2 We shall not be liable for any pre-existing damage to your property or belongings. You are responsible for protecting floors, walls and fixtures where you consider there to be a risk of damage.

10.3 Our total liability for any loss or damage arising out of or in connection with the services, whether in contract, tort or otherwise, shall be limited to the total fees paid or payable for the specific booking giving rise to the claim.

10.4 We shall not be liable for any indirect or consequential loss, including but not limited to loss of profit, loss of business, loss of opportunity, or any costs incurred due to delay or cancellation, except to the extent that such limitation is prohibited by law.

10.5 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 lawfully be limited or excluded.

11. Customer Property and Ownership of Waste

11.1 Once waste has been removed from your premises and loaded onto our vehicle, it becomes our property and you relinquish all rights to it. We may reuse, recycle, resell, donate or dispose of such items at our discretion, in compliance with applicable regulations.

11.2 It is your responsibility to ensure that no personal items, documents, valuables or items you wish to keep are included in the waste. We are not responsible for any items removed in error unless caused by our negligence.

12. Complaints

12.1 If you are dissatisfied with any aspect of the services, you should notify us as soon as reasonably practicable so we have an opportunity to investigate and resolve the issue.

12.2 We will aim to respond to complaints promptly and fairly. You agree to provide us with all relevant information and reasonable cooperation to enable us to assess your complaint.

13. Data Protection and Privacy

13.1 We will collect and use your personal data only as necessary to manage your booking, provide the services, handle payments and comply with our legal obligations.

13.2 We will take reasonable steps to protect your personal information from unauthorised access, loss or misuse and will only share it with third parties where required for service delivery, legal compliance or debt recovery.

14. Changes to these Terms and Conditions

14.1 We may update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to you and will apply to new bookings made after that date.

14.2 The Terms and Conditions in force at the time of your booking will apply to that booking, unless a variation is agreed in writing between you and us.

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, shall be 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 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.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall 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 operate as a waiver of that right or remedy, and any single or partial exercise of a right or remedy shall not prevent any further exercise of that right or remedy.

16.3 You may not assign or transfer any of your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where reasonably necessary to deliver the services.

16.4 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 discussions, correspondence or understandings.