Waste Removal Roehampton Service Terms and Conditions

These Terms and Conditions govern the provision of waste removal and related services by Waste Removal Roehampton to consumers and business customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking for waste collection or disposal services.

1. Definitions

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

Customer means the individual or business placing a booking for waste removal services.

Company means Waste Removal Roehampton, the provider of the waste collection and associated services.

Services means any waste removal, collection, loading, transportation, recycling, clearance, or disposal services provided by the Company.

Waste means any items, materials, refuse or rubbish that the Customer requests the Company to remove, subject to applicable waste regulations and any exclusions in these Terms and Conditions.

2. Scope of Services

The Company provides waste removal and related services including, but not limited to, domestic rubbish removal, commercial waste collection, garden waste clearance, bulky waste removal and mixed waste collections within its operational area. All Services are subject to availability and to these Terms and Conditions.

The Company reserves the right to refuse any Service that it considers unsafe, unlawful, impracticable, or beyond the agreed scope. The Company does not provide specialist hazardous waste services unless explicitly agreed in writing in advance.

3. Booking Process

Customers may request a booking for waste removal services by telephone, email, online form, or other channels offered by the Company. At the time of booking, the Customer must provide accurate and complete information, including:

a) The collection address and access details.

b) A description of the waste to be removed, including approximate volume, type, and any bulky or heavy items.

c) Preferred dates and times for the collection.

d) Any relevant parking, access restrictions, or building regulations affecting the collection.

On the basis of the information provided, the Company may give an estimated price and timeframe. Any quote is based on the details provided by the Customer and is subject to change if the actual waste or conditions differ from those described during booking.

A booking is only confirmed when the Company expressly accepts it, either verbally or in writing, and provides a collection date and, where applicable, a time window. The Company reserves the right to refuse any booking at its discretion.

4. Access and Parking Requirements

The Customer is responsible for ensuring safe, reasonable, and lawful access to the collection point for the Company’s staff and vehicles. This includes arranging any necessary parking permits and informing the Company of parking restrictions or limitations in advance.

If adequate access or parking is not available at the time of collection, the Company may, at its discretion, either:

a) Charge waiting time, additional labour, or parking fees, or

b) Cancel or rearrange the booking and apply the relevant cancellation or rescheduling charges.

5. Customer Responsibilities

The Customer must:

a) Ensure that the waste to be collected is accurately described and segregated where necessary.

b) Not include prohibited items or hazardous materials unless expressly agreed in writing.

c) Ensure that access routes are clear and safe for the Company’s team.

d) Comply with any instructions provided by the Company regarding the preparation, placement, or containment of waste.

The Customer warrants that they either own the waste and items to be removed or are authorised by the owner to arrange their removal. The Customer agrees to indemnify the Company against any claim brought by a third party alleging unauthorised removal of items.

6. Pricing and Quotes

Prices for Services are normally based on factors such as volume, weight, type of waste, access conditions, labour time and disposal costs. Any quote given before the waste is physically inspected is an estimate and not a final price.

Upon arrival, the Company’s team will assess the waste and may confirm or adjust the price based on the actual volume, type, and conditions. If the revised price is not acceptable to the Customer, the Customer may decline the Service and, where applicable, a call-out or cancellation fee may be charged in accordance with these Terms and Conditions.

All prices are quoted in pounds sterling and may be subject to VAT, where applicable. Any additional charges, such as congestion charges, parking fees, or specific disposal charges, will be notified to the Customer where reasonably possible.

7. Payments

Payment terms will be confirmed at the time of booking. Unless agreed otherwise, payment is due on completion of the Service. The Company may require a deposit or full payment in advance for certain bookings, larger clearances, or commercial contracts.

Payment may be made by cash, card, bank transfer, or other methods accepted by the Company at the time of booking. Where payment is not received when due, the Company reserves the right to:

a) Withhold or suspend Services.

b) Charge interest on overdue amounts at the applicable statutory rate.

c) Recover reasonable costs of debt recovery, including legal fees.

8. Cancellations and Rescheduling

The Customer may request to cancel or reschedule a booking by contacting the Company as soon as possible. The following terms apply unless otherwise stated in writing:

a) If the Customer cancels a booking more than 24 hours before the scheduled collection time, the Company will generally not charge a cancellation fee, subject to any non-refundable costs already incurred.

b) If the Customer cancels within 24 hours of the scheduled collection time, the Company may charge a reasonable cancellation fee to cover costs and loss of opportunity.

c) If the Company’s team attends the site at the agreed time and is unable to carry out the Service due to lack of access, incorrect information, or the Customer’s failure to be present where required, this may be treated as a late cancellation, and a call-out charge or cancellation fee may be applied.

The Company may need to cancel or reschedule a booking due to circumstances beyond its reasonable control, including vehicle breakdown, severe weather, staff illness, or safety concerns. In such cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative time. The Company shall not be liable for any indirect loss arising from such cancellation or delay.

9. Waste Regulations and Prohibited Items

The Company operates in accordance with applicable UK waste management regulations and duty of care requirements. Waste is transported and disposed of only at authorised facilities. The Company may issue or request relevant documentation such as waste transfer notes or other records as required by law.

The Customer must not present for collection any items that are classified as hazardous or require specialist handling or licensing unless the Company has expressly agreed in advance and the necessary arrangements have been made. Prohibited or restricted items may include, but are not limited to:

a) Asbestos or materials containing asbestos.

b) Clinical, medical or pharmaceutical waste.

c) Chemicals, solvents, oils, or fuels.

d) Pressurised containers, gas bottles, or explosive materials.

e) Certain electrical or electronic equipment requiring specialist recycling where not agreed in advance.

If such items are discovered at the time of collection without prior agreement, the Company may refuse to remove them, adjust the price, or cancel the Service. The Customer remains responsible for any prohibited items and for any legal or financial consequences arising from their misdescription.

10. Performance of the Services

The Company will carry out the Services with reasonable care and skill, using appropriately trained personnel. Timeframes given for arrival or completion are estimates and not guaranteed, although the Company will use reasonable efforts to meet agreed time windows.

The Customer acknowledges that the duration and manner of carrying out the Services depend on site conditions, volume and type of waste, access, and traffic or parking factors. The Company’s team may decline to perform any activity that they reasonably believe would expose them or others to risk of harm or damage, including unsafe lifting or movement of items.

11. Damage and Liability

The Company will take reasonable care to avoid damage when removing waste. However, the Customer acknowledges that, in the course of normal waste removal, scuffs, minor marks or incidental damage may occur, particularly in areas with restricted access, narrow staircases, or fragile surfaces.

The Customer must highlight any particularly delicate items, surfaces, or access routes before the Service begins. The Company shall not be liable for:

a) Pre-existing damage or defects.

b) Damage caused by the movement of items where the Customer has insisted on removal against the advice of the Company’s staff.

c) Indirect, consequential, or economic losses, including loss of profit, loss of business, or loss of opportunity.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot be limited under applicable law.

12. Customer Property and Items of Value

The Customer is responsible for ensuring that items intended to be kept are not mixed with waste to be removed. The Company accepts no liability for loss of any item that the Customer has not clearly identified as to be retained and has left in or among waste or in areas designated for clearance.

The Customer should remove or secure personal documents, valuables, or sensitive materials before the Service. The Company has no obligation to sort through waste to identify or recover such items.

13. Complaints

If the Customer has any concerns or complaints about the Services, they should notify the Company as soon as practicable, providing reasonable details of the issue. The Company will investigate and aim to resolve complaints promptly and fairly.

Where appropriate, the Company may offer corrective action such as completing unfinished work, adjusting charges, or other proportionate remedies. Any complaint about damage must be reported as soon as reasonably possible, and the Customer may be asked to provide photographs and supporting information.

14. Data Protection and Privacy

The Company may collect and process personal data relating to the Customer for the purposes of managing bookings, providing Services, processing payments and complying with legal obligations. Personal data will be handled in accordance with applicable data protection laws.

The Company may use contact details to communicate about bookings, Service updates and, where permitted, reasonable service-related information. Customers may request access to or correction of their personal data by contacting the Company.

15. Force Majeure

The Company shall not be liable for any delay or failure in performing its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include extreme weather, accidents, road closures, civil disturbance, industrial action, or the failure of third-party suppliers or facilities.

16. Variation of Terms

The Company may update or amend these Terms and Conditions from time to time. The version in force at the time of the Customer’s booking will apply to that booking. Customers should check the latest Terms and Conditions when making a new booking for waste removal services.

17. Severability

If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable.

18. Entire Agreement

These Terms and Conditions, together with any confirmed booking details and any express written variations agreed with the Customer, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions, correspondence or representations.

19. Governing Law and Jurisdiction

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

The parties 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, the Services, or their formation.

By making a booking with Waste Removal Roehampton, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.