Rubbish Removal Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Rubbish Removal Surrey provides rubbish removal and related waste collection services. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions.

Definitions

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

Customer means the person, business or organisation requesting or receiving rubbish removal or waste collection services from us.

Services means any rubbish removal, waste collection, clearance, loading, transport, recycling, disposal, or related services provided by us.

Premises means the property, land, building or location from which we are asked to remove waste or where we deliver our services.

Waste means any rubbish, refuse, household, commercial or garden waste, bulky items, or other materials that the Customer asks us to remove and which we agree to collect, subject to these Terms and Conditions and applicable law.

Scope of Services

Rubbish Removal Surrey provides on-demand rubbish removal, waste collection and related services for domestic and commercial customers. The exact scope of the Services will be as agreed at the time of booking and confirmed in our written or electronic confirmation.

We reserve the right to refuse to remove any items or materials that we reasonably believe to be hazardous, illegal, incorrectly described, or not suitable for the type of service booked. We may also refuse service where access is unsafe or not reasonably practicable.

Booking Process

Bookings can be made by telephone, email or other communication methods we make available. A booking is an offer by the Customer to purchase Services from us in accordance with these Terms and Conditions.

We will confirm acceptance of your booking by issuing a booking confirmation, which may be sent by email, text message or other agreed means. A binding contract is formed when we issue this confirmation. We may refuse or cancel any booking at our discretion prior to confirmation.

At the time of booking, you must provide accurate information about the nature, volume and location of the waste to be collected, and any relevant access details for the Premises. Our quotation and service planning are based on the information you provide. If the information is incomplete or inaccurate, additional charges may apply or we may not be able to complete the job.

Quotations and Pricing

Any quotation we provide, whether verbally or in writing, is based on the information supplied by the Customer and is subject to inspection of the waste and site conditions upon arrival at the Premises.

Unless otherwise stated, quotations are estimates only and may change if the actual volume, weight or nature of the waste differs from the description provided at the time of booking, or if access is more difficult than anticipated. In such circumstances, we will explain any changes in price before proceeding.

Prices are generally calculated with reference to factors such as load size, weight, time on site, type of waste, and any disposal or recycling charges applicable to specific materials. We may also charge for waiting time, additional labour, parking costs, congestion charges, tolls or other expenses reasonably incurred in delivering the Services.

All prices are quoted in pounds sterling and, unless clearly stated otherwise, are exclusive of any applicable taxes or charges that we are required by law to collect.

Payments and Invoicing

Payment is due at the time of service, unless alternative written credit arrangements have been agreed in advance. We accept various payment methods as communicated to you at the time of booking or service, such as cash, card or bank transfer.

For commercial Customers with approved accounts, payment terms will be specified on the invoice. If no specific terms are stated, payment is due within 14 days of the invoice date.

If payment is not received by the due date, we reserve the right to charge interest on overdue sums at the statutory rate, together with reasonable administration costs associated with recovering the debt. We may also suspend or withdraw Services for Customers whose accounts are overdue.

The Customer is responsible for ensuring that any person making payment on their behalf is duly authorised. We are not obliged to verify such authority, and payment by a third party will be deemed to be made on behalf of the Customer.

Cancellations and Amendments

You may cancel or amend a booking by contacting us as soon as possible. For standard bookings, cancellations or significant changes requested less than 24 hours before the agreed arrival time may incur a cancellation charge, which will reflect any costs or losses reasonably incurred by us in preparing for the job.

If our team arrives at the Premises at the agreed time and is unable to complete the work due to your failure to provide access, failure to be present where required, or because the waste or site conditions materially differ from the booking information, we may treat this as a late cancellation and charge a call-out or cancellation fee.

We may cancel or reschedule a booking at any time where it is not reasonably practicable for us to perform the Services, including for reasons of safety, access problems, severe weather, vehicle breakdown, staff illness, or other circumstances beyond our reasonable control. In such cases, we will notify you as soon as reasonably possible and, where appropriate, offer a new appointment. We will not be liable for any losses caused by such cancellation or delay, except as required by law.

Customer Responsibilities

The Customer must ensure that we have safe, reasonable and lawful access to the Premises at the agreed time. This includes arranging any necessary permissions for access over third-party land, making sure driveways or access routes are clear, and providing accurate instructions on how to reach the site.

You must ensure that the waste to be removed is clearly identified and separated where required, and that it does not contain prohibited materials such as certain hazardous substances, clinical waste, sharp or dangerous objects, pressurised containers, or other items we have informed you that we cannot collect.

The Customer is responsible for obtaining any consents, permits or authorisations that may be required for the removal of waste from the Premises, such as landlord consent, managing agent approval or access codes. By ordering our Services, you confirm that you are entitled to authorise the removal of the items in question.

Where parking is required, the Customer should arrange suitable legal parking as close as reasonably possible to the Premises. Any parking charges, fines or penalties incurred as a direct result of following your instructions or due to lack of suitable parking may be charged back to you.

Our Responsibilities

We will provide the Services with reasonable care and skill, using personnel and vehicles suitable for the type of work involved. We will aim to attend at or around the agreed time, but any timing given is an estimate and not guaranteed unless expressly agreed in writing.

We will endeavour to minimise disruption, avoid damage to property and leave the area where we have worked in a reasonably tidy condition, subject to the nature of the work and any restrictions on access or time.

We will transport and dispose of collected waste in accordance with applicable waste management legislation and good industry practice. Where required by law, we will hold and maintain the necessary registrations or licences for carrying and disposing of waste.

Waste Regulations and Compliance

Rubbish Removal Surrey operates in accordance with relevant UK waste regulations. We only dispose of waste at authorised facilities and seek to recycle or recover materials where reasonably practicable.

The Customer must not request the removal of illegal or prohibited waste. This includes, but is not limited to, certain hazardous chemicals, asbestos, medical waste, explosives, firearms, and controlled substances. If we discover that such items are present, we may refuse to collect them and, where appropriate, report the matter to the relevant authorities.

We may issue a waste transfer note or other documentation where required by law or good practice. The Customer agrees to provide accurate information for any such documentation and to retain copies where this is a regulatory requirement.

The Customer remains responsible for any consequences arising from false or misleading descriptions of waste, including additional disposal costs, penalties or claims imposed on us as a result of relying on your information.

Access, Safety and Site Conditions

We reserve the right to refuse or suspend work where our staff reasonably believe that it would be unsafe to proceed, for example due to structural instability, presence of hazardous materials, aggressive behaviour, or other safety concerns.

The Customer must disclose any known hazards at the Premises, such as fragile surfaces, unstable flooring, exposed electrical wiring, or other risks that may affect the safe performance of the Services.

You acknowledge that certain types of work, such as moving bulky items through tight spaces or across delicate surfaces, carry a risk of minor scuffs or marks. While we will take reasonable care, we are not liable for cosmetic damage that is inherent to the nature of the work and could not reasonably be avoided.

Liability and Limitations

Nothing in these Terms and Conditions limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.

Subject to the above, we will not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of goodwill or loss of opportunity, arising out of or in connection with the provision of the Services.

Our total liability for direct loss or damage arising from a single incident or series of connected incidents shall, to the extent permitted by law, be limited to the total price paid or payable by the Customer for the relevant Services, unless a different limit is required by law.

The Customer is responsible for removing or securing any valuable or fragile items that may be affected by our work. We will not be liable for damage to items that we have not been asked to move or handle directly, unless such damage is caused by our negligence.

Events Beyond Our Control

We are not responsible for any failure to perform, or delay in performing, any of our obligations where such failure or delay is caused by events beyond our reasonable control. These may include extreme weather, strikes, civil unrest, accidents, road closures, public emergencies, legal restrictions, or other unforeseen circumstances.

Where an event beyond our control occurs, we will take reasonable steps to minimise the impact and, where practical, offer an alternative appointment. If performance is prevented for an extended period, either party may cancel the affected booking without further liability, other than the refund of any payments made for Services not provided.

Personal Data and Confidentiality

We may collect and use personal data about Customers in order to manage bookings, deliver Services, process payments and comply with legal obligations. We will handle such data in accordance with applicable data protection laws and any privacy information we provide to you.

We will treat information about your Premises and circumstances as confidential, except where disclosure is required by law, for enforcement or safety reasons, or for the proper performance of the Services.

Variation of Terms

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 contract. Updated terms may be brought to your attention when you next request Services.

No variation of these Terms and Conditions will be effective unless agreed in writing by an authorised representative of Rubbish Removal Surrey.

Severability

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

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 Rubbish Removal Surrey.

Contact Details

If you have any questions about these Terms and Conditions, or wish to discuss a booking, cancellation, complaint or other matter relating to our rubbish removal and waste collection services, please contact our customer service team using the details provided on our main contact channels.