Terms and Conditions for Kingston upon Thames Rubbish Collection Services

These Terms and Conditions set out the basis on which we provide rubbish collection and related waste removal services in Kingston upon Thames and surrounding areas. By making a booking, using our services, or allowing us access to your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

1.1 Service means any rubbish collection, waste removal, bulky waste clearance, garden waste removal, commercial waste collection, or related services we provide.

1.2 Customer, you or your means the individual or business who books or receives the Service.

1.3 We, us or our means the service provider operating the rubbish collection services described in these Terms and Conditions.

1.4 Premises means the property or location where the Service is to be carried out.

1.5 Waste means the rubbish, refuse, junk, or other items you ask us to collect and remove.

1.6 Contract means the agreement between you and us for the provision of the Service, incorporating these Terms and Conditions.

2. Scope of Service

2.1 We provide rubbish collection and waste removal services for domestic and commercial customers, including one-off clearances and repeat collections.

2.2 The exact scope of the Service, including the type and approximate volume of Waste to be collected, will be agreed with you at the time of booking. Any description provided in marketing materials is for general guidance only and does not form part of the Contract.

2.3 We reserve the right to refuse to collect certain items, including but not limited to hazardous waste, clinical waste, chemicals, asbestos, gas cylinders, explosives, or any items which in our reasonable opinion may pose a risk to health, safety, the environment or our staff, or which we are not legally permitted to handle.

2.4 We do not provide cleaning, dismantling of complex structures, or building works unless expressly agreed in writing as part of the Service.

3. Booking Process

3.1 You may request a booking by telephone, email, online form, or other contact methods we make available.

3.2 At the time of booking, you must provide accurate and complete information, including:

(a) your full name and contact details;

(b) the address of the Premises for collection;

(c) details of the type and approximate quantity or volume of Waste;

(d) any access restrictions such as parking limitations, stairs, security gates or time restrictions.

3.3 Based on the information you provide, we may give you an estimated price or a price range. The final price may be confirmed on arrival once we have inspected the Waste and assessed access and loading conditions.

3.4 Your booking is not confirmed until we accept it and provide you with a booking confirmation and, where applicable, a scheduled collection date and time window.

3.5 We reserve the right to decline any booking request at our discretion.

4. Access and Parking

4.1 You are responsible for ensuring that we have safe and reasonable access to the Premises at the agreed time. This includes arranging any necessary permissions, keys, codes, or access through shared areas.

4.2 You must ensure suitable parking is available nearby for our vehicle. If pay-and-display parking, permits or other parking charges are required, these will be added to the price of the Service or must be provided by you.

4.3 If we are unable to carry out the Service, or completion is delayed, due to lack of access or parking, we may charge a wasted journey fee and any additional waiting time or return visit as set out in our current tariff.

5. Customer Obligations

5.1 You must ensure that:

(a) the Waste presented for collection matches the description given at booking;

(b) the Waste is accessible, not obstructed, and, where possible, bagged or contained in a way that allows safe handling;

(c) items intended to be kept are clearly separated from items to be removed;

(d) there are no sharp, dangerous, or contaminated items concealed within bags or piles of Waste.

5.2 You confirm that you either own the Waste or have full authority from the owner to arrange for its removal and disposal.

5.3 You must not ask our staff to undertake any work that falls outside the agreed Service or that is unsafe or unlawful.

6. Pricing and Quotations

6.1 Prices are generally based on the volume, weight, type of Waste, and the time taken to load, plus any additional charges such as parking or supplementary labour.

6.2 Any quotation provided in advance is based on the information supplied by you and is not binding if the actual Waste, access conditions, or loading time differ materially from your description.

6.3 On arrival, our team will assess the Waste and confirm the final price before starting the Service. If you do not agree to the revised price, you may cancel the Service at that point, but we may charge a call-out fee to cover our costs.

6.4 All prices are inclusive or exclusive of VAT as stated at the time of quotation or booking, and you will be informed whether VAT applies.

7. Payments

7.1 Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due in full on completion of the Service.

7.2 We accept the payment methods notified to you, which may include cash, debit card, credit card, or bank transfer. We are not obliged to accept cheques unless specifically agreed.

7.3 For business customers, credit accounts may be offered at our discretion, subject to satisfactory checks and agreed payment terms. Invoices for account customers are payable within the period stated on the invoice.

7.4 If you fail to make any payment on the due date, we may:

(a) charge interest on the overdue amount at the statutory rate applicable to business debts in the UK;

(b) suspend or cancel any further Services until all outstanding sums are paid;

(c) recover from you any reasonable costs incurred in pursuing the debt, including collection agency fees and legal costs.

8. Cancellations and Amendments

8.1 You may cancel or amend a booking by contacting us using the details provided in your booking confirmation.

8.2 If you cancel more than 24 hours before the scheduled collection time, no cancellation fee will normally apply, unless we have incurred specific costs on your behalf which we are unable to recover.

8.3 If you cancel less than 24 hours before the scheduled collection time, or if we attend the Premises and are unable to complete the Service due to your act or omission, we may charge a cancellation or wasted journey fee.

8.4 We will use reasonable endeavours to accommodate any request to change the collection date or time, but this will depend on availability and may require additional charges.

8.5 We reserve the right to cancel or reschedule a booking if we are prevented from performing the Service due to circumstances beyond our reasonable control, including severe weather, road closures, vehicle breakdown, staff illness, or compliance with legal obligations. In such cases, we will aim to offer an alternative date or provide a refund for any amount already paid for Services not performed.

9. Performance of the Service

9.1 We will perform the Service with reasonable care and skill and in accordance with all applicable laws and regulations relating to the handling and transport of Waste.

9.2 Collection times are given as estimates and time windows. While we will make reasonable efforts to attend within the agreed window, we do not guarantee exact arrival times. We will notify you as soon as reasonably practicable if we expect significant delay.

9.3 Our staff may refuse to carry out any task they consider unsafe, likely to cause damage, or outside the agreed specification of the Service.

10. Waste Handling and Environmental Compliance

10.1 We operate in accordance with relevant UK waste management regulations and hold any licences or registrations required for the lawful carriage and transfer of waste.

10.2 All collected Waste will be taken to authorised facilities for reuse, recycling, or disposal, in line with applicable environmental legislation and duty of care requirements.

10.3 Where required, a waste transfer note or similar documentation will be completed to record the transfer of Waste from you to us or to a third-party facility.

10.4 We aim to minimise the amount of Waste sent to landfill by prioritising reuse and recycling options where reasonably practicable.

11. Excluded and Hazardous Waste

11.1 You must not present Hazardous Waste for collection unless we have expressly agreed in writing to handle such materials and you have complied with any additional conditions or charges.

11.2 If Hazardous Waste is discovered within a load that we have not agreed to handle, we may:

(a) refuse to remove the item or the entire load;

(b) require you to arrange specialist collection at your own cost;

(c) charge you any additional costs we incur for safely dealing with the item or load.

11.3 You will be responsible for any fine, penalty, or cost arising from your failure to inform us of the presence of Hazardous Waste or prohibited items.

12. Damage and Liability

12.1 We will take reasonable care when carrying out the Service at your Premises. However, you should ensure that any fragile, valuable, or sensitive items are removed from the work area.

12.2 We are not liable for minor cosmetic damage to walls, floors, doors, or other surfaces that may occur as a result of carrying bulky items through tight spaces, provided we have acted with reasonable care and skill.

12.3 Our total liability to you for any loss or damage arising out of or in connection with the Service, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable by you for the specific Service giving rise to the claim.

12.4 We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under UK law.

12.5 We will not be liable for any consequential, indirect, or purely economic loss, including loss of profit, loss of business, or loss of opportunity, arising from or in connection with the Service.

13. Customer Property and Misidentification of Waste

13.1 You are responsible for clearly separating items to be removed from items that are to remain at the Premises.

13.2 We are not liable for removing items that you or your representative have not clearly indicated should be retained, unless such removal was clearly unreasonable in the circumstances.

13.3 If you become aware that we have removed an item in error, you must notify us as soon as possible. While we will make reasonable efforts to locate and retrieve the item, we cannot guarantee recovery once Waste has entered the waste stream or been processed.

14. Insurance

14.1 We maintain public liability insurance and other cover appropriate to the nature of our rubbish collection operations.

14.2 Details of our insurance cover are available on request. Our liability remains subject to the limitations set out in these Terms and Conditions.

15. Complaints and Dispute Resolution

15.1 If you are dissatisfied with any aspect of the Service, you should contact us as soon as possible, providing details of the issue and your contact information.

15.2 We will investigate complaints in a fair and timely manner and aim to provide a response or proposed resolution within a reasonable period.

15.3 Nothing in this section affects your statutory rights under UK consumer law where applicable.

16. Data Protection and Privacy

16.1 We will collect and use your personal information only as necessary to process bookings, deliver the Service, handle payments, and manage our relationship with you.

16.2 We will take appropriate technical and organisational measures to safeguard your personal information and will not share it with third parties except where necessary for the performance of the Service, compliance with legal obligations, or with your consent.

16.3 You may have rights under data protection law to access, correct, or request deletion of your personal data. Details of how we handle personal data may be set out in a separate privacy notice.

17. Variation of Terms

17.1 We may update or amend these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that particular Service.

17.2 Any changes that materially affect your rights or obligations will not apply retrospectively to Services already performed, unless required by law.

18. Assignment

18.1 We may assign, transfer, or subcontract our rights and obligations under the Contract to another qualified provider, provided that this does not materially reduce the standard of Service you receive.

18.2 You may not assign or transfer your rights under the Contract without our prior written consent.

19. Severability

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

20. Governing Law and Jurisdiction

20.1 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.

20.2 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 Service, subject to any mandatory provisions of consumer law that permit you to bring a claim in another jurisdiction.

By booking or using our rubbish collection services in Kingston upon Thames, you confirm that you have read, understood, and agree to these Terms and Conditions.