Waste Removal Twickenham Service Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Twickenham provides waste collection and related services. By booking a service, 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, or organisation requesting the services.

Company means Waste Removal Twickenham, the waste removal service provider.

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

Booking means a confirmed request for Services made by the Customer and accepted by the Company.

Waste means any items, materials, rubbish, junk, or other goods to be removed as part of the Services, excluding prohibited or hazardous items unless expressly agreed in writing.

2. Scope of Services

The Company provides waste collection and removal services for domestic, commercial, and other premises within its operational service area. The specific services to be provided, including the type and volume of waste, location, and timing, will be agreed at the time of booking.

The Company reserves the right to refuse removal of any items that are unsafe, prohibited, hazardous, illegal, excessively heavy, or otherwise unsuitable for collection, or which have not been accurately described at the time of booking.

3. Booking Process

Customers may request a booking by telephone, email, or online enquiry, as made available by the Company. A booking is only confirmed when the Company has accepted the request and provided a confirmation, which may include a booking reference, service details, and pricing.

The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to:

Location and access details.

Type, approximate volume, and nature of waste.

Any special requirements or restrictions at the property.

If the information supplied is incomplete or inaccurate, the Company may adjust the price, refuse part or all of the waste, or cancel the booking, and may charge a reasonable fee for any wasted journey or time.

4. Service Access and Customer Responsibilities

The Customer must ensure that the Company and its staff have safe, reasonable, and unobstructed access to the collection point at the agreed time. This includes ensuring:

Parking or loading space is available where needed.

Any entry codes, keys, or permissions have been arranged in advance.

The waste is ready for collection as described at booking.

If access is not available or the waste is not ready, the Company may charge a waiting fee, an additional visit fee, or a cancellation fee as set out in these Terms and Conditions.

The Customer must ensure that the waste to be collected does not contain prohibited materials such as certain hazardous substances, clinical waste, asbestos, gas bottles, or other restricted items, unless explicitly agreed in advance. The Customer is responsible for informing the Company about any potentially hazardous items prior to collection.

5. Pricing and Quotations

Prices for Services may be based on factors including but not limited to volume of waste, weight, type of material, access conditions, labour required, and distance. The Company may provide an estimate or quotation based on the information supplied by the Customer.

All quotations are given in good faith but are not binding if the actual waste, access, or conditions materially differ from the description provided. In such cases the Company may:

Revise the price and seek the Customer’s approval before proceeding.

Decline to proceed with part or all of the collection.

Apply a reasonable charge for any time or travel incurred.

Unless otherwise stated, all prices are quoted inclusive or exclusive of VAT in accordance with current legislation, and any applicable VAT will be added to the final invoice.

6. Payments and Invoicing

Payment terms will be confirmed at the time of booking. The Company may require payment in advance, payment on completion, or, for business customers with approved accounts, payment within an agreed credit period.

Accepted payment methods may include cash, debit or credit card, bank transfer, or other methods as notified by the Company. The Customer must ensure that payment details are valid and that funds are available.

Where payment is not received by the due date, the Company reserves the right to:

Charge interest on overdue sums at the maximum rate permitted by law.

Suspend or withhold further services.

Recover any reasonable costs incurred in collecting overdue amounts, including legal and enforcement costs.

Title in any materials suitable for recycling or resale collected during the provision of Services passes to the Company upon collection, unless otherwise agreed in writing.

7. Cancellations and Amendments

The Customer may cancel or amend a booking by contacting the Company directly. The following charges may apply, subject to any mandatory statutory rights:

If cancellation is made more than 24 hours before the scheduled collection time, the Company may cancel without charge or may charge a nominal administration fee.

If cancellation is made less than 24 hours before the scheduled collection time, the Company may charge a cancellation fee up to a reasonable proportion of the quoted price to cover reserved resources and lost opportunities.

If the Company arrives on site at the agreed time and is unable to carry out the Services due to access issues, incorrect information, or the Customer’s failure to be present where required, the Company may treat this as a late cancellation and charge a call-out or wasted journey fee.

The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to severe weather, traffic disruption, vehicle breakdown, staff illness, safety concerns, or legal or regulatory requirements. In such cases, the Company will use reasonable efforts to notify the Customer and rearrange the service at a mutually convenient time, and shall not be liable for any indirect loss arising from such cancellation or delay.

8. Waste Regulations and Disposal

The Company operates in accordance with applicable UK waste management laws and regulations. All collected waste will be transported and disposed of, reused, or recycled using authorised facilities as appropriate.

The Customer warrants that they have the right to transfer the waste to the Company, and that the waste does not include any items that are illegal to possess, handle, or transport. If prohibited, hazardous, or incorrectly described waste is discovered, the Company may refuse to remove it, may arrange specialist handling at additional cost, or may require the Customer to remove or segregate such items.

Where required, the Company will issue or complete waste transfer notes or other documentation as required by law. The Customer must provide any necessary information to enable legal compliance.

The Company will use reasonable efforts to maximise recycling and minimise disposal to landfill, in line with local infrastructure and regulations, but does not guarantee that any particular proportion of waste will be recycled.

9. Customer Property and Site Condition

The Customer must remove or secure any valuables, fragile items, or sensitive property in areas where the Services will be carried out. While the Company will take reasonable care during loading and removal, the Customer acknowledges that waste removal and clearance activities may involve movement of bulky or awkward items.

The Company is not responsible for cleaning surfaces, areas, or fixtures beyond removing the specified waste, although it will use reasonable care to avoid unnecessary mess. The Customer is responsible for ensuring that any floors, walls, or fixtures vulnerable to damage are protected in advance, and that clear instructions are provided if there are known risks.

10. Liability and Limitations

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter that cannot be legally excluded or limited.

Subject to the above, the Company’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort including negligence, breach of statutory duty, or otherwise, shall be limited to the total price paid or payable for the specific booking giving rise to the claim.

The Company shall not be liable for:

Any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity.

Any loss arising from inaccurate information supplied by the Customer.

Any damage to items that the Company has reasonably identified as already defective, unstable, or at risk.

Any loss or damage arising from failure to follow the Company’s reasonable instructions or guidance.

The Customer is responsible for ensuring that access routes, driveways, and areas where vehicles are required to park or manoeuvre are suitable and structurally sound. The Company shall not be liable for damage to ground surfaces, access ways, or underground services unless caused by its negligence.

11. Insurance

The Company maintains appropriate insurance cover in connection with the conduct of its business, including public liability insurance, subject to the terms and exclusions of the relevant policies.

Details of insurance cover may be made available to the Customer upon reasonable request. The Customer is advised to maintain their own insurance for buildings, contents, and any other property that may be affected by the Services.

12. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible, providing details of the booking, the issue experienced, and any supporting information. The Company will investigate and seek to resolve complaints promptly and fairly.

Where appropriate, the Company may offer to rectify issues, provide a partial refund, or take other reasonable steps. Any remedy will be at the Company’s discretion, subject to the Customer’s legal rights.

If a dispute cannot be resolved directly, the parties may consider using mediation or another form of alternative dispute resolution before resorting to formal legal proceedings, although this is not a mandatory requirement.

13. Force Majeure

The Company shall not be in breach of these Terms and Conditions or otherwise liable for any delay in performance or failure to perform any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, natural disasters, acts of government or authorities, strikes or industrial disputes, traffic incidents, or utility failures.

In such circumstances, the Company will use reasonable efforts to notify the Customer and minimise any impact on the Services.

14. Data Protection and Privacy

The Company will collect and process personal data from Customers for the purposes of handling enquiries, managing bookings, providing Services, and complying with legal obligations. Personal data will be handled in accordance with applicable data protection laws.

The Company may retain records of bookings, invoices, and waste transfer documentation for as long as reasonably necessary or as required by law. Customers may have rights in relation to their personal data, including the right to access or correct certain information, subject to legal limitations.

15. Variation of Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated, and will apply to new bookings made after the effective date of the changes.

The Terms and Conditions in force at the time of booking will apply to that booking, unless a change is required by law or regulatory authority, in which case the updated terms may apply.

16. Severability

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

17. Entire Agreement

These Terms and Conditions, together with the specific details confirmed in the booking, constitute the entire agreement between the Customer and the Company in relation to the Services. They supersede any prior discussions, correspondence, or understandings relating to the Services.

No variation or addition to these Terms and Conditions shall be binding unless agreed in writing by the Company.

18. Governing Law and Jurisdiction

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.

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 by the Company.

By confirming a booking with Waste Removal Twickenham, the Customer acknowledges that they have read, understood, and agreed to these Terms and Conditions.