Rubbish Collection Westminster Service Terms

These Terms and Conditions set out the basis on which we provide rubbish collection and related waste removal services in Westminster and surrounding areas. By making a booking, confirming an order, or allowing our operatives to commence work at your premises, you agree to be bound by these Terms and Conditions.

1. Definitions and Interpretation

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

Service means any rubbish collection, waste removal, clearance, loading, transport, disposal or related service that we provide to you.

We, us, our means the rubbish collection service provider operating in Westminster that supplies the Service to you.

You, your means the customer who orders or receives the Service, whether as an individual, business, landlord, tenant, managing agent or other organisation.

Booking means a request by you for us to provide the Service at an agreed property or location, on an agreed date and time, and at an agreed price or pricing basis.

Waste means all items, materials, refuse, junk, rubble, household or commercial waste and similar items that you ask us to remove, excluding hazardous or prohibited waste as detailed in these Terms and Conditions.

2. Scope of Service

We provide rubbish collection and waste removal services, including the loading, removal and lawful disposal or recycling of Waste from residential and commercial properties within Westminster and nearby districts, subject to availability and operational capacity.

The specific scope of the Service for each Booking will be as agreed with you at the time of booking, and may be based on estimated Waste volume, type of materials, access arrangements and any additional tasks such as basic sweeping of the cleared area.

We reserve the right to decline, suspend or cancel a Service where carrying it out would, in our reasonable opinion, be unsafe, unlawful, beyond our practical capability, or where the Waste presented includes items that we are not licensed or insured to remove.

3. Booking Process

You may request a Booking by telephone, email or via any other method we make available for this purpose. When you contact us, we will request information including the service address, type and approximate quantity of Waste, access details, preferred date and time, and any special requirements.

We may provide an initial quotation based on your description of the Waste and any images or information you supply. This initial price is indicative only and may be subject to confirmation when our operatives attend the property and assess the actual Waste and working conditions.

Your Booking is only confirmed when we expressly accept it and provide you with a booking reference or written confirmation, or when we attend the site and begin the Service at an agreed rate. We may require a deposit or pre-authorisation of payment as a condition of confirmation.

You are responsible for ensuring that the information you provide in connection with any Booking is accurate and complete. If the information is incorrect or incomplete, we may adjust the price, vary the Service or refuse to carry out the Booking.

4. Access and Customer Responsibilities

You must ensure that our operatives have safe, clear and reasonable access to the property and the Waste at the agreed time. This includes arranging for parking or permits where required, ensuring that gates or communal areas are accessible, and that the Waste is not obstructed by vehicles or other items.

You must be present at the property at the start of the Service unless we have agreed an alternative arrangement in advance. If you are not present and no alternative arrangement has been agreed, we may treat the Booking as cancelled by you and apply our cancellation terms.

You are responsible for ensuring that the Waste you present for collection is as described when you made the Booking and does not include hazardous or prohibited materials. You must separate or clearly identify any items you wish to keep and ensure that our operatives are directed only to Waste for removal.

If our operatives reasonably believe that items placed with the Waste are not intended for removal, they may refuse to take them. We will not be liable for removing items that you have not clearly identified as items to be retained.

5. Waste Types and Regulations

We operate in accordance with applicable waste management legislation and regulations in the United Kingdom. We are committed to handling, transporting and disposing of Waste in a lawful and environmentally responsible manner.

We will not collect or dispose of hazardous, controlled or prohibited materials including, but not limited to: asbestos or materials containing asbestos, clinical or medical waste, chemicals and solvents, pressurised gas cylinders, flammable liquids, explosives, radioactive materials, or other substances requiring specialist handling or permits beyond the scope of our service.

If you present hazardous or prohibited materials for collection, we may refuse to remove them, adjust the scope of the Service, or cancel the Booking. If such materials are discovered after loading has begun, we may unload them at your premises and charge you for any associated time and costs.

Where we collect electrical items, batteries or similar materials that fall under specific waste regulations, we will transport and dispose of them in accordance with our licences and legal obligations. We may apply additional charges for the handling of particular waste streams where required by law or disposal facilities.

6. Pricing and Payments

Our charges may be based on volume of Waste collected, weight, type of materials, loading time, access conditions, or a combination of these factors. Any pricing structure will be explained to you at the time of booking or prior to starting the Service.

Unless otherwise agreed in writing, all prices are quoted in pounds sterling and are exclusive of any applicable taxes that we are required to charge. We reserve the right to adjust our prices from time to time without prior notice, but such changes will not affect confirmed Bookings.

We may require full or partial payment in advance, or at the time of collection, by cash, card or other payment method that we make available. For business customers, we may agree credit terms subject to approval and written confirmation. Where credit is granted, invoices are payable within the period stated on the invoice.

If you fail to make payment when due, we may charge interest on the overdue amount at the statutory rate permitted in the United Kingdom, and recover any reasonable costs we incur in pursuing payment, including debt recovery and legal fees.

7. Changes to Bookings

If you wish to change the date, time, location or scope of your Booking, you must contact us as early as possible. Any changes are subject to our availability and our agreement. We may revise the price to reflect any changes in the volume or nature of the Waste, or in access conditions.

If our operatives arrive at the property and find that the Waste or access conditions differ significantly from the information provided at the time of booking, we may offer to continue at an adjusted price, limit the Service to the level originally quoted, or decline to proceed. If we decline to proceed due to such differences, we may treat the Booking as cancelled by you and apply our cancellation charges.

8. Cancellations and Missed Appointments

You may cancel your Booking by contacting us within our standard operating hours. Cancellations made more than 24 hours before the agreed start time will generally not incur a cancellation fee, unless we have advised you of specific conditions that apply to your Booking.

If you cancel less than 24 hours before the agreed time, or if you fail to provide access when our operatives attend, we may charge a cancellation or call-out fee to reflect our wasted time and costs. The amount of this fee will be communicated to you at the time of booking or in our standard tariff.

We may cancel or reschedule a Booking where necessary due to circumstances beyond our reasonable control, such as extreme weather, traffic disruption, vehicle breakdown, staff illness, or legal or regulatory restrictions. In such cases, we will use reasonable endeavours to notify you and to agree an alternative date or time. We will not be liable for any loss or inconvenience arising from such cancellations or delays, but any advance payments for unprovided services will be credited or refunded.

9. Performance of the Service

We will use reasonable skill and care in performing the Service and will aim to arrive within the time window agreed with you. Any times given for arrival or completion are estimates only and are not guaranteed, although we will endeavour to keep you informed of significant delays.

Our operatives will load the Waste from the agreed area and may carry out light sweeping of the cleared space, if requested. The Service does not include deep cleaning, dismantling of structures, or work at height or in confined spaces unless expressly agreed in advance.

We reserve the right to refuse to carry out any activity that, in our reasonable opinion, presents a risk to the health or safety of our staff, you or any third party, or that may cause damage to property beyond acceptable limits.

10. Damage and Liability

We will take reasonable care to avoid damage to property while carrying out the Service. However, you acknowledge that the nature of rubbish collection and removal work may involve some risk of minor scuffs or marks, particularly where access is tight or Waste is bulky or heavy.

You must inform our operatives of any fragile surfaces, valuable items, hidden services or other hazards that may affect the safe performance of the Service. We will not be liable for damage arising from risks that you have not disclosed or from circumstances beyond our reasonable control.

Our total liability to you in respect of 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 amount paid or payable by you for the specific Booking during which the loss or damage arose, except where such limitation is prohibited by law.

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under the law of England and Wales.

11. Customer Property and Title to Waste

Once the Waste has been loaded onto our vehicle, it becomes our property and we will decide how it is processed, reused, recycled or disposed of, in compliance with applicable regulations. You relinquish all rights, title and interest in the Waste at the point of loading.

It is your responsibility to ensure that no items of value or personal importance are included in the Waste. We are under no obligation to search for or return any item mistakenly placed in the Waste. If we agree to attempt recovery of such an item as a goodwill gesture, we provide no guarantee that it can be located or retrieved.

12. Data Protection and Privacy

We may collect and process personal information about you in connection with your Booking and the provision of the Service, including your name, contact details, service address, and payment information. We will handle such information in accordance with applicable data protection laws in the United Kingdom.

We will use your information to manage your Booking, provide the Service, handle payments, and communicate with you about your orders. We may also use it to improve our services and maintain records for legal, accounting and regulatory purposes.

13. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of the Service, you should contact us as soon as possible, providing your booking reference and a clear description of the issue. We will investigate your complaint and, where appropriate, may request photographs, evidence or an opportunity to inspect the property.

We aim to resolve complaints promptly and fairly. Where a complaint is upheld, we may offer a partial refund, an adjustment to the charges, or a remedial visit where feasible. Our decision will take into account the nature of the Service, the condition of the property, and the terms of these conditions.

14. Variations to Terms

We reserve the right to amend or update these Terms and Conditions from time to time. The version in force at the time of your Booking will apply to that Service, unless a change is required by law or regulation, in which case the revised terms may apply immediately.

We may publish updated Terms and Conditions through our usual communication channels. By continuing to use our rubbish collection services after any changes take effect, you will be deemed to have accepted the updated terms.

15. Governing Law and Jurisdiction

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 law of England and Wales.

You and we 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 or formation.

16. General Provisions

If any provision of these Terms and Conditions is found 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.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy. Any waiver must be given in writing to be effective.

You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations in connection with the Service where necessary for operational reasons, provided that this does not materially reduce the level of service you receive.

These Terms and Conditions, together with the details of your Booking as confirmed by us, constitute the entire agreement between you and us in relation to the Service and supersede any previous agreements, understandings or arrangements, whether oral or written.