Waste Collection Kingston upon Thames Terms and Conditions

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

1. Definitions

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

Customer means the person, business, organisation, or other entity booking or receiving the waste collection service.

Service means any waste collection, removal, loading, transportation, and associated services provided by us.

Waste means any items, refuse, rubbish, junk, bulky waste, or materials presented by the Customer for collection, excluding any prohibited or hazardous waste as defined in these terms or in applicable law.

Agreement means the contract formed between us and the Customer when a booking is accepted in accordance with these Terms and Conditions.

2. Scope of Services

We provide waste collection services for domestic and commercial customers within Kingston upon Thames and nearby areas. Our services may include removal of household waste, general rubbish, bulky items, garden waste, and certain types of commercial waste, subject to pre-agreed terms and legal restrictions.

The exact scope of the Service, including the type and approximate volume of waste to be collected, the collection location, and any special access requirements, will be agreed when the booking is made. We are not obliged to collect any items or waste types not described or agreed at the time of booking.

3. Booking Process

3.1 Bookings may be made by telephone, email, or through our online booking channels where offered. The Customer must provide accurate information about the property location, access, type of waste, estimated volume, and any special requirements.

3.2 Any quote given prior to the collection is based on the information supplied by the Customer. If, upon arrival, the nature or quantity of the waste differs materially from the information provided at the time of booking, we reserve the right to revise the price, refuse the collection in whole or in part, or offer an alternative service.

3.3 A booking is only confirmed when we have accepted the request and provided a confirmation. Acceptance may be communicated verbally or in writing. We may refuse a booking at our sole discretion.

3.4 The Customer is responsible for ensuring that someone with authority is present at the property at the agreed collection time, unless we have confirmed that attendance is not required. Where access instructions are given, the Customer must ensure they are accurate and lawful.

4. Pricing and Quotations

4.1 Prices are usually based on factors such as the type of waste, estimated volume or weight, required labour, and location. We may set minimum charges for certain services or call-outs.

4.2 Any quotation provided is an estimate only and may be subject to adjustment if the actual waste volume, access conditions, or work required differ from those anticipated. We will notify the Customer of any change in price before proceeding where reasonably possible.

4.3 All prices are exclusive of any applicable taxes unless otherwise stated. Where VAT or any similar tax applies, it will be charged at the prevailing rate.

5. Payments

5.1 Payment terms will be confirmed at the time of booking. We may require payment in full in advance, a deposit payment, or payment on completion of the collection, depending on the nature of the Service and the Customer type.

5.2 We accept payment by the methods we specify from time to time, which may include credit or debit card, bank transfer, or cash. We are not obliged to accept payment by any particular method.

5.3 Where payment is not made on site at the time of collection, invoices are payable within the period stated on the invoice. If no period is stated, payment is due immediately upon receipt of the invoice.

5.4 If the Customer fails to make any payment when due, we may, without prejudice to any other rights, charge interest on the overdue amount at the statutory rate, suspend services, or refuse further collections until all outstanding sums are received in full.

6. Cancellations and Rescheduling

6.1 The Customer may cancel or reschedule a booking by giving us reasonable notice prior to the agreed collection time. We may specify a minimum notice period for cancellation or rescheduling, and reserve the right to apply a cancellation charge if insufficient notice is provided.

6.2 Where the Customer cancels a confirmed booking within the required notice period, any pre-paid charges may be refunded or credited, less any reasonable administrative or non-recoverable third-party costs already incurred.

6.3 If the Customer cancels the Service outside the required notice period, fails to provide access, or is not present where required at the agreed time, we may treat the booking as cancelled and may charge a call-out fee or retain part or all of any pre-payment as a cancellation charge.

6.4 We reserve the right to cancel or reschedule a collection where necessary due to factors beyond our reasonable control, such as severe weather, traffic disruption, vehicle breakdown, safety concerns, or operational constraints. In such cases, we will endeavour to notify the Customer as soon as reasonably practicable and rearrange the collection at a mutually convenient time. We will not be liable for any indirect loss or consequential costs arising from such cancellation or rescheduling.

7. Access and Customer Obligations

7.1 The Customer must ensure that we have safe, reasonable, and lawful access to the property and the waste to be collected at the agreed time. This includes providing any necessary access codes, keys, parking permissions, and ensuring that any obstacles or hazards are removed where reasonably possible.

7.2 If restricted access, lack of parking, or site conditions prevent or materially hinder the collection, we may charge for wasted journey time, additional labour, or extended collection periods, or we may cancel the Service and apply a cancellation charge.

7.3 The Customer must ensure that the waste to be collected is clearly identified, separated if required, and not mixed with any prohibited or hazardous materials. Where items are to be removed from inside a property, the Customer must ensure safe and clear routes to and from the removal area.

7.4 The Customer warrants that they either own the waste and items presented for collection, or have full authority from the owner to dispose of them. The Customer shall indemnify us against any claims or losses arising from removal of items where such authority was lacking.

8. Waste Regulations and Prohibited Items

8.1 All waste collections are carried out in accordance with applicable UK waste management, environmental, and duty of care regulations. We are committed to lawful and responsible disposal, recycling, and recovery of waste.

8.2 Certain types of waste are subject to special controls or may be prohibited from collection, including but not limited to: asbestos, clinical or medical waste, chemicals, solvents, oils, gas bottles or cylinders, explosives, flammable or corrosive substances, and any other materials classified as hazardous or requiring specialist handling under UK law.

8.3 The Customer must clearly inform us in advance of any waste that may be hazardous, difficult, or require special handling. We reserve the right to refuse collection of any waste that we reasonably believe to be unsafe, illegal, improperly described, or not within our licensed scope of activity.

8.4 Once the waste has been collected and loaded onto our vehicle, it becomes our responsibility as a licensed waste carrier to transport and manage it in accordance with applicable regulations. The Customer remains responsible for any waste not taken away during the collection.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in providing the Service. However, we shall not be liable for any loss or damage that is not reasonably foreseeable, or that results from circumstances beyond our reasonable control.

9.2 If we cause damage to property as a direct result of our negligence while performing the Service, we will, at our option, repair the damage or provide fair compensation, subject to the limitations set out in this Agreement. We are not liable for normal wear and tear, cosmetic scuffs, or damage arising from pre-existing defects or weaknesses in structures, fixtures, pathways, or access routes.

9.3 We will not be liable for any loss or damage arising from inaccurate information provided by the Customer, failure to obtain necessary permissions, or failure to comply with these Terms and Conditions.

9.4 Except in relation to death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded or limited, our total liability to the Customer in connection with any Service shall be limited to the total price paid or payable for the specific collection giving rise to the claim.

9.5 We shall not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of goodwill.

10. Customer Property and Items Not Intended for Removal

10.1 The Customer is responsible for clearly identifying which items are to be removed and which are to remain. We are not liable for removing items that the Customer failed to identify as not for collection, provided it was reasonable for us to assume they formed part of the waste presented.

10.2 If the Customer becomes aware that an item has been removed in error, they must notify us as soon as possible. We will make reasonable efforts to locate the item if it has not yet been processed or disposed of, but we cannot guarantee recovery once waste has entered the disposal or recycling stream.

11. Insurance

11.1 We maintain appropriate insurance cover for our operations as required by law and industry practice. This may include public liability insurance and employer's liability insurance.

11.2 The existence of such insurance does not increase our liability beyond the limits set out in these Terms and Conditions.

12. Complaints and Disputes

12.1 If you have a concern or complaint regarding our waste collection service, you should contact us as soon as reasonably possible, providing full details and any relevant evidence.

12.2 We will investigate complaints in good faith and aim to respond within a reasonable time. Where appropriate, we may offer to rectify issues, repeat part of the Service, or provide a partial refund or credit, at our discretion.

12.3 If a dispute cannot be resolved amicably, either party may pursue their rights through the courts in accordance with the governing law and jurisdiction clause below.

13. Data Protection and Privacy

13.1 We may collect and process personal data relating to the Customer for the purposes of providing the Service, managing bookings, processing payments, and meeting our legal obligations.

13.2 We will handle personal data in accordance with applicable UK data protection laws. By using our services, the Customer consents to such processing where required.

14. Variation of Terms

14.1 We may update or amend these Terms and Conditions from time to time. Any changes will not affect existing contracts for which a booking has already been accepted, unless the Customer is notified and agrees to the revised terms.

14.2 The current version of the Terms and Conditions applies to all new bookings at the time they are made.

15. Severability

15.1 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, but the remaining provisions shall continue in full force and effect.

16. Entire Agreement

16.1 These Terms and Conditions, together with any written confirmation of booking, quotation, or invoice, constitute the entire agreement between us and the Customer in relation to the Service and supersede any prior understandings or arrangements.

16.2 The Customer acknowledges that they have not relied on any statement, promise, or representation that is not expressly set out in this Agreement.

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 Service shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 provision of our waste collection services.