Waste Collection Hounslow Terms and Conditions

These Terms and Conditions set out the basis on which we provide our waste collection services in Hounslow and surrounding areas. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

Service means any waste collection, removal, transportation, disposal, recycling or related services provided by us.

Customer means the individual, business, organisation or other party requesting and paying for the Service.

Waste means the items, materials, refuse or rubbish presented by the Customer for collection, including general household waste, commercial waste, bulky waste and recyclable materials, subject to the exclusions stated in these Terms and Conditions.

Booking means a confirmed request for Service, whether made online, by telephone or by any other approved method of communication.

Contract means the legally binding agreement between us and the Customer for the supply of the Service, comprising these Terms and Conditions and the details of the Booking.

2. Scope of Service

We provide scheduled and one-off waste collection services within Hounslow and neighbouring areas, subject to availability and operational capacity. The exact nature of the Service, including the type of waste, volume, access requirements and collection date, will be agreed at the time of Booking.

The Service is limited to the waste types we are authorised and equipped to collect. We reserve the right to refuse collection of any waste that is hazardous, prohibited by law, improperly contained, or not accurately described at the time of Booking.

3. Booking Process

Bookings may be made by telephone or through our online booking system where available. The Customer must provide accurate and complete information, including the collection address, access details, type and approximate volume of waste, preferred collection date and contact information.

All Bookings are subject to our acceptance and availability. A Booking is not confirmed until we have issued a confirmation by email, text message or verbal confirmation and, where applicable, payment has been authorised or a payment arrangement has been agreed.

We may request photographs or additional details of the waste to ensure the quote and service type are appropriate. If the actual waste differs significantly from the description given at the time of Booking, we may adjust the price, amend the Service, or decline to carry out the collection.

The Customer is responsible for ensuring that someone over 18 years of age is present at the collection address at the agreed time, where required, to grant access, confirm the waste to be removed and sign any necessary documentation.

4. Service Times and Access

We aim to carry out collections on the date and within the time window agreed at the time of Booking. However, any times indicated are estimates and not guaranteed. External factors such as traffic, weather conditions, vehicle breakdowns or other operational issues may cause delays.

The Customer must ensure that our collection team has safe and reasonable access to the waste at the agreed time. This includes arranging any necessary permissions for access to private or controlled areas, ensuring adequate parking for our vehicle, and making sure that the waste is ready for collection in the agreed location.

If we are unable to carry out the Service due to inadequate access, insufficient parking, the waste not being available, or any other issue within the Customer's control, we may charge a wasted journey fee or treat the visit as a completed Service.

5. Waste Presentation and Prohibited Items

The Customer must present waste in a safe and appropriate manner. Bags, containers or bundles should be capable of being lifted safely, without risk to health and safety. Where loose items are to be collected, this must be agreed in advance.

The following items and materials are generally prohibited unless we have specifically agreed in writing to collect them in compliance with applicable legislation and subject to additional charges and conditions: asbestos, clinical or medical waste, corrosive substances, explosives, gas cylinders, hazardous chemicals, paint, oil, fuel, solvents, pressurised containers, radioactive materials and any waste classified as hazardous or special waste under UK law.

If prohibited or hazardous items are found within the waste at the point of collection, we may refuse to collect such items, adjust the price, or decline to complete the Service. We may also charge for any additional handling, packaging or disposal costs incurred as a result of undisclosed hazardous or prohibited materials.

6. Waste Ownership and Transfer

Ownership of the waste passes from the Customer to us at the point of collection, provided the waste is not hazardous or prohibited and is accepted by our collection team. Once collected, we are responsible for transporting and disposing of the waste in accordance with applicable waste regulations.

Where items are identified as reusable or recyclable, we may choose to re-use, resell, recycle or otherwise recover value from such items. The Customer waives any claim over such items once they have been collected as waste.

7. Pricing and Quotations

Prices for our waste collection services may be provided as fixed quotes or estimates, depending on the information supplied at the time of Booking. All prices are stated in pounds sterling and may be exclusive or inclusive of VAT, as clearly indicated.

If the volume, type or nature of the waste differs from that described at the time of Booking, or if access conditions are more difficult than indicated, we may revise our price. Where a revised price is higher than the original quote, the Customer will have the option to accept the new price or decline the Service before it is carried out. If the Customer declines after our arrival, a call-out or wasted journey fee may apply.

8. Payment Terms

Unless otherwise agreed, payment is due at the time of Booking or immediately upon completion of the Service. We accept common payment methods including debit or credit card and other methods notified to the Customer from time to time.

For business Customers with approved credit accounts, payment terms will be agreed separately. In the absence of an agreed credit arrangement, invoices are payable immediately on receipt. We reserve the right to charge interest on late payments at the statutory rate and to recover any reasonable costs incurred in pursuing overdue amounts.

We may withhold or suspend the Service, or decline further Bookings, if payment is not received in accordance with these Terms and Conditions.

9. Cancellations and Amendments

The Customer may cancel or amend a Booking by contacting us directly. Cancellations and amendments are subject to the following terms:

If the Customer cancels more than 24 hours before the agreed collection time, any pre-paid amounts may be refunded or credited, less any reasonable administrative costs already incurred.

If the Customer cancels within 24 hours of the agreed collection time, we may charge a cancellation fee to cover our costs, including vehicle scheduling and staff allocation.

If our collection team arrives on site and is unable to complete the Service due to reasons within the Customer's control, including lack of access, waste not being available, health and safety concerns or refusal to proceed after price adjustments, we may charge a wasted journey fee equivalent to a reasonable proportion of the agreed Service price.

We reserve the right to cancel or reschedule a Booking in cases of operational disruption, safety concerns, extreme weather, vehicle breakdowns or other events beyond our reasonable control. In such cases, we will notify the Customer as soon as reasonably practicable and offer an alternative date or, where appropriate, a refund of any pre-paid amounts for services not provided.

10. Customer Obligations

The Customer agrees to:

Provide accurate information when making a Booking and update us promptly if any details change.

Ensure safe, lawful and unobstructed access to the collection location.

Present the waste in a safe and appropriate condition, segregated as required and free from prohibited materials, sharp objects not properly contained, or hazardous substances not previously disclosed.

Comply with all relevant laws and local regulations relating to waste storage and presentation prior to collection.

11. Compliance with Waste Regulations

We operate in accordance with applicable UK waste management legislation and local waste regulations, including obligations relating to waste carrier licensing, duty of care, transportation and disposal of controlled waste.

We will transport and dispose of collected waste only at authorised facilities and will retain appropriate documentation to evidence lawful handling of waste in line with our legal obligations. On request, business Customers may receive copies of waste transfer notes or other relevant documentation, where required by law or industry practice.

Customers, particularly business Customers, acknowledge that they have their own duty of care responsibilities in relation to waste and agree to cooperate with us to ensure compliance, including providing accurate descriptions of waste, classification of any special or hazardous waste, and any necessary supporting documents.

12. Liability and Limitations

We will exercise reasonable care and skill in providing the Service. However, our liability to the Customer is subject to the limitations in this section.

We will not be liable for any loss or damage arising from inaccurate information provided by the Customer, failure to provide access, or the presence of prohibited or hazardous materials within the waste that were not disclosed at the time of Booking.

We will take reasonable care to avoid damage to property while carrying out collections. The Customer must inform our team of any fragile surfaces, restricted access points or particular risks at the site. We will not be responsible for damage arising from the movement of bulky or heavy waste through confined spaces or over delicate surfaces where the risk of damage has been explained and the Customer has asked us to proceed.

We are not liable for any indirect, consequential or economic loss, including loss of profits, business interruption or loss of data, arising out of or in connection with the Service or these Terms and Conditions.

Nothing in these Terms and Conditions limits or excludes 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 UK law.

13. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Service, they must notify us as soon as reasonably practicable, providing full details of the issue. We will investigate the complaint and aim to respond within a reasonable timeframe.

We may request additional information or evidence to assist with our investigation. Where a complaint is upheld, we may offer a remedy such as a partial refund, re-attendance or alternative solution, depending on the circumstances.

14. Force Majeure

We will not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control. These may include, without limitation, severe weather, natural disasters, war, acts of terrorism, strikes, lock-outs, industrial disputes, pandemics, fuel shortages, governmental actions or restrictions, and major traffic disruption.

15. Data Protection and Privacy

We collect and process personal data in order to manage Bookings, provide the Service, take payment and communicate with Customers. We will handle personal data in accordance with applicable data protection laws and only retain it for as long as necessary to fulfil these purposes or comply with legal obligations.

By using our services, the Customer consents to the processing of their personal data for these purposes. The Customer has the right to request access to, correction of, or deletion of their personal data, subject to legal and contractual limitations.

16. Variation of Terms

We may amend these Terms and Conditions from time to time to reflect changes in law, operational requirements or our service offering. Updated terms will apply to new Bookings from the date of publication or notification. For existing Contracts, the version of the Terms and Conditions in force at the time of Booking will apply, unless changes are required by law.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision will be deemed deleted. Any such modification or deletion will not affect the validity and enforceability of the remaining provisions.

18. 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 or formation, are governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Service provided.

By confirming a Booking or using our waste collection services in Hounslow, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.