Terms and Conditions for London Waste Removal
These Terms and Conditions set out the basis on which London Waste Removal provides waste collection and related services to domestic and commercial customers. By making a booking, confirming a quotation or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 "Company" means London Waste Removal, the provider of waste collection and associated services.
1.2 "Customer" means any individual, business, organisation or other entity that requests or receives services from the Company.
1.3 "Services" means waste removal, waste collection, bulky waste clearance, recycling, and any related services provided by the Company.
1.4 "Waste" means any items, materials, rubbish, refuse or goods that the Customer asks the Company to collect and remove.
1.5 "Booking" means any request for Services made by the Customer and accepted by the Company, whether verbally, by telephone, email, online form or other means.
2. Service Area
2.1 The Company primarily provides waste collection and removal services within London and surrounding areas. Acceptance of any Booking is subject to service availability and accessibility of the Customer's location for collection vehicles and operatives.
2.2 The Company reserves the right to decline or cancel a Booking where access is impractical, unsafe, or outside the usual service area, or where it is not commercially viable to perform the Services.
3. Booking Process
3.1 The Customer may request a quotation or make a Booking by telephone, email, online or via any other method made available by the Company.
3.2 At the time of Booking, the Customer must provide accurate and complete information, including but not limited to:
(a) the type and approximate quantity of waste to be collected;
(b) the collection address and any access restrictions;
(c) preferred date and time window for collection;
(d) any special handling requirements or hazardous materials.
3.3 Any quotation given prior to visual inspection of the waste is an estimate only, based on the information supplied by the Customer. The final price may be adjusted on site if the actual volume, weight, type or location of waste differs from that described at the time of Booking.
3.4 A Booking is confirmed only when the Company has accepted the Booking and, where applicable, the Customer has accepted the quotation or agreed to proceed on a time and materials basis.
3.5 The Company may require confirmation of the Booking via email, text message or other written form. The Customer is responsible for checking the details and informing the Company of any errors prior to the date of service.
4. Access and Customer Obligations
4.1 The Customer must ensure that the Company has safe and reasonable access to the collection point at the agreed time, including suitable parking or stopping space for vehicles and clear internal or external routes for operatives.
4.2 The Customer is responsible for obtaining any necessary permissions for access, parking, or entry to shared premises, including liaising with building management, neighbours or local authorities if required.
4.3 If the Company is unable to gain access or perform the Services due to circumstances within the Customer's control, the Company may charge a call-out or aborted journey fee, and any rebooked visit may be subject to additional charges.
4.4 The Customer must ensure that the waste to be removed is clearly identified and separated from items not to be taken. The Company shall not be liable for removing items that have not been properly identified if it was reasonable, in the circumstances, to assume they formed part of the waste.
5. Waste Types and Regulations
5.1 The Company operates in accordance with relevant waste management and environmental regulations. All waste collected will be transported and processed at authorised facilities, and reasonable efforts will be made to divert waste from landfill through reuse and recycling where practical.
5.2 The Customer is responsible for declaring any hazardous, controlled or specialist waste in advance. This includes, but is not limited to, chemicals, solvents, oils, paints, asbestos, clinical waste, gas bottles, tyres, electrical items that require special treatment, and any materials classified as hazardous under relevant legislation.
5.3 The Company reserves the right to refuse to remove any waste that, in its reasonable opinion, is hazardous, illegal, unsafe to handle, incorrectly described, or beyond its licensed scope of operation.
5.4 If hazardous or prohibited waste is discovered during the course of providing the Services, the Company may suspend or cancel the work and charge the Customer for any additional costs incurred, including any fees associated with specialist disposal or making the site safe.
5.5 The Customer warrants that the waste to be collected is owned by the Customer or that the Customer has the full authority of the owner to dispose of it. The Customer agrees to indemnify the Company against any claim or cost arising from unlawful or unauthorised disposal directed by the Customer.
6. Pricing and Quotations
6.1 Prices for Services are normally based on some or all of the following factors: type of waste, volume, weight, labour time, access difficulty, and local disposal and recycling charges.
6.2 Any quotation provided prior to the collection is an estimate only and may be adjusted on site where:
(a) the waste materially exceeds the described quantity or differs in type;
(b) access is more difficult than stated, requiring additional labour or time;
(c) additional Services are requested by the Customer.
6.3 The Company will, where possible, agree any change in price with the Customer before commencing or continuing the Services. If the Customer does not accept the revised price, the Company may cancel the Booking and, where applicable, charge a call-out fee.
7. Payments and Invoicing
7.1 Payment is due on completion of the Services unless otherwise agreed in writing. The Company may, at its discretion, require part or full payment in advance to secure the Booking.
7.2 The Company accepts payment by cash, debit card, credit card, bank transfer, or other methods notified to the Customer. Cheque payments are accepted only by prior agreement.
7.3 For business Customers with agreed credit terms, invoices shall be payable within the period specified on the invoice. If no period is specified, payment is due within 14 days of the invoice date.
7.4 The Company reserves the right to charge interest and reasonable debt recovery costs on overdue amounts, in accordance with applicable legislation relating to late payment of commercial debts.
7.5 The Customer shall not be entitled to withhold, set off or deduct any amount from the sums due to the Company, unless agreed in writing or required by law.
8. Cancellations and Amendments
8.1 The Customer may cancel or amend a Booking by giving the Company reasonable notice by telephone or email.
8.2 Where the Customer cancels a Booking with at least 24 hours' notice before the scheduled collection time, no cancellation fee will normally be charged.
8.3 If the Customer cancels with less than 24 hours' notice, or fails to be present or provide access at the agreed time, the Company may, at its discretion, apply a cancellation or aborted journey fee to cover travel, labour and administration costs.
8.4 The Company reserves the right to cancel or reschedule a Booking due to events outside its reasonable control, including but not limited to vehicle breakdown, severe weather, traffic conditions, accidents, staff illness, or safety concerns at the site. In such cases, the Company will use reasonable endeavours to notify the Customer and agree a new appointment time.
8.5 The Company shall not be liable for any loss, damage or inconvenience suffered by the Customer as a result of cancellation or delay, provided the Company has used reasonable endeavours to keep the Customer informed and to rearrange the Services.
9. Performance of Services
9.1 The Company will perform the Services with reasonable care and skill, using suitably trained operatives and appropriate equipment.
9.2 Time of performance is not of the essence. Any times given for arrival or completion are estimates only and may be affected by factors beyond the Company's reasonable control.
9.3 The Customer must inspect the work upon completion and raise any concerns with the operatives or the Company as soon as reasonably practicable. If the Customer believes that any waste agreed to be removed has been left behind, this must be reported promptly.
10. Damage and Liability
10.1 The Company will take reasonable care to avoid damage when carrying out the Services. However, waste clearance and removal may involve the movement of heavy or awkward items through confined spaces, stairwells, doorways and external areas.
10.2 The Customer is responsible for protecting floors, walls, fixtures, fittings, and surrounding property, and for moving any fragile or valuable items out of the clearance route where possible.
10.3 The Company shall not be liable for:
(a) fair wear and tear or superficial marks reasonably consistent with the nature of the Services;
(b) pre-existing damage or defects to property or items;
(c) damage arising from the Customer's failure to take reasonable precautions or follow the Company's advice.
10.4 The Company's total liability to the Customer, whether in contract, tort or otherwise, arising out of or in connection with the Services, shall be limited to the total price paid or payable for the specific Booking giving rise to the claim, except where such limitation is not permitted by law.
10.5 Nothing in these Terms and Conditions shall exclude or limit the Company's liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot be excluded or limited under applicable law.
11. Title and Risk
11.1 Ownership of the waste transfers from the Customer to the Company at the point the waste is loaded onto the Company's vehicle, subject to the waste being lawful for the Company to carry and dispose of.
11.2 Risk in the waste passes to the Company at the same point, and thereafter the Company is responsible for handling and disposing of the waste in compliance with relevant regulations.
12. Customer Data and Communication
12.1 The Company will collect and use the Customer's contact details and any relevant information necessary to process Bookings, provide the Services, issue invoices and communicate about the work.
12.2 The Company may store information relating to the Services provided for administrative, legal and accounting purposes. Such information will be handled in accordance with applicable data protection requirements.
12.3 The Customer agrees that the Company may contact them by telephone, email or text message in connection with current or future Bookings, service updates, or reasonable service-related reminders.
13. Complaints
13.1 If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing full details of the issue and any supporting information.
13.2 The Company will investigate complaints in a fair and timely manner and, where appropriate, may offer to rectify issues, provide a partial refund, or propose another form of resolution at its discretion.
14. Force Majeure
14.1 The Company shall not be in breach of these Terms and Conditions nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control.
14.2 Such events may include, but are not limited to, extreme weather, flood, fire, industrial action, acts of terrorism, war, government restrictions, public health emergencies, fuel shortages, vehicle breakdowns, or major traffic disruption.
15. Variations to Terms
15.1 The Company reserves the right to amend these Terms and Conditions from time to time. The version in force at the time of the Customer's Booking shall apply to that Booking.
15.2 Updated Terms and Conditions may be made available on request or through the Company's usual communication channels.
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 Services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 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 or their subject matter.
17. Severability
17.1 If any provision or part-provision of these Terms and Conditions is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the Terms and Conditions.
17.2 If any provision or part-provision is deemed deleted, the parties shall negotiate in good faith to agree a replacement provision that, to the greatest extent possible, achieves the intended commercial result of the original provision.
18. Entire Agreement
18.1 These Terms and Conditions, together with any written quotation or confirmation issued by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.
18.2 The Customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of the Company which is not set out in these Terms and Conditions or in any written quotation or confirmation.
By proceeding with a Booking or allowing the Services to commence, the Customer confirms acceptance of these Terms and Conditions.
