Waste Collection Twickenham Service Terms and Conditions

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

1. Definitions and Interpretation

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

Service means the waste collection and related services we provide, including but not limited to household waste removal, commercial waste collection, garden waste removal, bulky item collection, and associated loading and transport.

Customer, you or your means the individual, business, or organisation that places a booking for the Service or on whose behalf a booking is made.

We, us or our means the waste collection service provider operating as Waste Collection Twickenham.

Booking means a request for the Service made by you and accepted by us in accordance with these Terms and Conditions.

Waste means any materials, items, or refuse presented by you for collection as part of the Service, excluding any Prohibited Waste as defined in these Terms and Conditions.

Prohibited Waste means hazardous, dangerous, or restricted materials that we are not licensed or insured to handle or that are otherwise not acceptable for collection.

2. Scope of Service

Our Service consists of attending the agreed location, collecting the agreed type and approximate volume of waste, loading the waste onto an appropriate vehicle, and transporting it for lawful disposal or recovery at a licensed facility.

The exact nature and scope of the Service will be confirmed at the time of Booking, based on the information you provide. Our Service is limited to waste collection and lawful disposal and does not include site clearance beyond the collection of presented waste, cleaning, or any building, demolition, or gardening work unless explicitly agreed in writing.

We reserve the right to refuse or suspend the Service if we reasonably believe that the waste presented includes Prohibited Waste, poses a health and safety risk, or may cause us to breach any applicable law or regulation.

3. Booking Process

You may request a Booking by contacting us via telephone or any other communication method we make available. To complete a Booking, you must provide accurate information, including but not limited to:

1. Your full name and contact details.

2. The collection address and any access instructions.

3. A description of the type, approximate quantity, and nature of the waste.

4. Preferred collection date and time window.

We will provide an estimate or fixed price based on the information you supply. A Booking is only confirmed when we have accepted it and given you a confirmation, which may be provided verbally or in writing.

If on arrival we find that the volume, weight, or type of waste differs materially from the description provided at the time of Booking, we may:

1. Adjust the price to reflect the actual waste to be collected, subject to your agreement; or

2. Decline to carry out all or part of the Service; or

3. Offer an alternative service arrangement on revised terms.

4. Access and Customer Responsibilities

You must ensure safe, reasonable, and timely access to the collection address at the agreed time. This includes but is not limited to:

1. Providing clear instructions for access.

2. Ensuring that any required permissions, permits, or authorisations are in place.

3. Ensuring that the waste is safely presented and does not contain Prohibited Waste.

If we are unable to gain access, or access is unsafe or unsuitable, we may cancel or reschedule the Service and may charge a call-out fee or cancellation charge as set out below.

5. Pricing and Payment Terms

The price for the Service will be communicated to you at the time of Booking, either as a fixed price or as an estimate based on the information you provide. All prices are quoted in pounds sterling and may be subject to VAT where applicable.

We reserve the right to amend our standard pricing at any time. Any change will not affect confirmed Bookings that have already been accepted, except where the nature or quantity of waste differs from that originally described.

Payment is due on completion of the Service unless otherwise agreed. We may accept payment by cash, debit card, credit card, bank transfer, or other accepted payment methods notified to you. For business customers, and only by prior agreement, we may issue an invoice payable within an agreed period.

If payment is not made on the due date, we reserve the right to:

1. Charge interest on overdue amounts at the statutory rate permitted under UK law; and

2. Suspend or cancel any further Services until all outstanding sums have been paid; and

3. Recover from you all reasonable costs of debt collection, including legal costs.

6. Cancellations and Rescheduling

You may cancel or reschedule a Booking by giving us notice as early as possible. The following terms apply unless otherwise agreed:

1. If you cancel more than 24 hours before the scheduled collection time, no cancellation charge will normally apply.

2. If you cancel within 24 hours of the scheduled collection time, we may charge a reasonable cancellation fee to cover administration and any costs incurred.

3. If we arrive at the collection address and are unable to complete the Service for reasons outside our control, including but not limited to lack of access, unsafe conditions, or absence of any authorised person to approve the work, we may treat this as a late cancellation and charge a call-out or cancellation fee.

We will use reasonable efforts to accommodate requests to reschedule Bookings, subject to availability. Rescheduling within 24 hours of the scheduled collection time may incur a fee at our discretion.

We may cancel or reschedule the Service at any time if:

1. We are unable to attend due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, or staff illness; or

2. We believe that proceeding with the Service would pose a risk to health and safety or cause us to breach any legal or regulatory requirement.

Where we cancel a Booking for reasons within our control and you have already paid, we will offer either a full refund or an alternative booking date.

7. Waste Types, Prohibited Items and Regulations

All waste collected as part of the Service will be handled, transported, and disposed of in accordance with applicable UK legislation and regulations relating to waste management, environmental protection, and duty of care.

You are responsible for accurately describing the type of waste you present for collection. We do not accept Prohibited Waste, which includes but is not limited to:

1. Asbestos and asbestos-containing materials.

2. Clinical and medical waste, including sharps.

3. Chemicals, solvents, paints, and oils not declared and agreed in advance.

4. Explosives, gas cylinders, or pressurised containers.

5. Radioactive materials.

6. Any other material that we are not licensed or insured to carry or which is restricted under law.

If Prohibited Waste is discovered within your waste either before or during the Service, we may decline to proceed, remove only the acceptable waste, or terminate the Service. If Prohibited Waste has been collected unknowingly, you may be liable for any additional costs, disposal charges, fines, or penalties incurred as a result.

We will comply with relevant waste transfer documentation requirements and may ask you to sign a waste transfer note or equivalent document. You agree to provide all necessary information to enable us to comply with our legal duties relating to waste transfer and disposal.

8. Liability and Limitations

We will exercise reasonable care and skill in providing the Service. However, our liability to you is subject to the limitations set out below.

We will not be liable for:

1. Any loss, damage, cost, or expense arising from your failure to provide accurate information regarding the type or quantity of waste, access to the site, or relevant permissions.

2. Any indirect or consequential losses, including but not limited to loss of profit, loss of business, or loss of opportunity.

3. Any damage to driveways, pathways, or surfaces resulting from the normal use of vehicles or equipment, where access has been requested or agreed by you and the surface is not suitable to support such vehicles or equipment.

4. Any loss or damage caused by items left within waste that you did not remove, such as important documents, valuables, or personal belongings.

Our total aggregate liability to you for any loss or damage arising out of or in connection with the Service, whether in contract, tort including negligence, breach of statutory duty, or otherwise, shall not exceed the total price paid or payable for the specific Booking that gave rise to the claim.

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

9. Customer Indemnity

You agree to indemnify us and keep us indemnified against all claims, liabilities, costs, damages, and expenses arising from:

1. Your breach of these Terms and Conditions.

2. Any misdescription of the waste or failure to disclose Prohibited Waste.

3. Any failure to obtain or maintain necessary consents, permissions, or authorisations for us to perform the Service.

This indemnity shall extend to any fines, penalties, or enforcement actions incurred as a result of inaccurate or incomplete information provided by you about the waste or the premises.

10. Insurance

We maintain insurance cover appropriate to our waste collection operations, including public liability insurance up to a reasonable level for our business. Evidence of insurance can be provided upon request.

It remains your responsibility to ensure that you have appropriate insurance in place for your own property, premises, and any items that may be at risk during collection, loading, or access.

11. Complaints and Service Issues

If you are dissatisfied with any aspect of the Service, you should contact us as soon as reasonably practicable, providing full details of your concerns. We will investigate and seek to resolve complaints in a fair and timely manner.

Where a valid complaint is made, we may, at our discretion, offer a partial refund, a repeat service, or other appropriate remedy, having regard to the nature of the issue and the extent of any loss suffered.

12. Data Protection and Privacy

We collect and process personal data about you in order to manage Bookings, provide the Service, handle payments, and communicate with you. Your personal data will be handled in accordance with applicable UK data protection laws.

We will take reasonable steps to keep your personal information secure and will not sell your details to third parties. We may share your information with our contractors, service providers, or professional advisers where necessary to provide the Service, process payments, or comply with legal obligations.

13. Force Majeure

We shall not be liable for any delay in performing, or failure to perform, any of our obligations under these Terms and Conditions if such delay or failure results from events, circumstances, or causes beyond our reasonable control. These may include but are not limited to extreme weather, traffic disruption, vehicle breakdowns, industrial action, or other unforeseen events.

Where a force majeure event occurs, we will notify you as soon as reasonably practicable and will use reasonable endeavours to resume the Service as soon as the event has concluded or its effects have been mitigated.

14. Variations to These Terms and Conditions

We may update or modify these Terms and Conditions from time to time. Any revised terms will apply to new Bookings from the date they are published or communicated. Existing Bookings will continue to be governed by the version of the Terms and Conditions in force at the time the Booking was confirmed, unless changes are required by law.

15. Severability

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 deemed deleted and the remaining provisions shall continue in full force and effect.

16. Entire Agreement

These Terms and Conditions, together with any Booking confirmation and any agreed written variations, constitute the entire agreement between you and us relating to the Service. You acknowledge that you have not relied on any statement, promise, or representation that is not expressly set out in these Terms and Conditions.

17. 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, shall be governed by and construed in accordance with the laws 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 the provision of the Service.