Waste Removal Hackney Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Hackney provides waste collection and related services to residential and commercial customers. By making a booking, using our website, or instructing us to carry out any waste removal service, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

1. Definitions

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

Customer means the individual, business, or organisation requesting and paying for the waste collection service.

Services means waste removal, rubbish collection, bulky item collection, recycling collection, and any related services provided by Waste Removal Hackney.

Booking means a confirmed order for Services, whether placed by telephone, email, online form, or in writing.

Waste means the items, materials, and rubbish that the Customer requests us to remove, subject to applicable waste regulations.

Site means the premises or location from which the Waste is to be collected.

2. Scope of Services

Waste Removal Hackney provides waste collection and disposal services for domestic and commercial customers. This can include general household waste, office waste, garden waste, and non-hazardous bulky items. Our Services are subject to availability and may vary according to location, access, and booking volume.

The specific Services to be provided will be agreed at the time of Booking based on the description of the Waste, the estimated volume, the Site details, and any special access requirements. We reserve the right to refuse to collect certain items if they do not comply with applicable waste regulations or if they pose a health and safety risk to our staff or third parties.

3. Booking Process

Bookings can be made by telephone or by submitting a request through our online contact or booking channels. The Customer must provide accurate and complete information regarding:

a. The type and approximate quantity or volume of Waste to be collected.

b. The address of the Site and any access instructions or restrictions.

c. Preferred dates and times for collection.

d. Any special circumstances that may affect the collection, such as limited parking, restricted access, or the presence of heavy or unusual items.

Following the Customer’s enquiry, we will provide an indicative quotation based on the information supplied. The Booking is not confirmed until we have accepted the request and, where required, received any applicable deposit or prepayment. We may confirm the Booking verbally or in writing. By confirming a Booking, the Customer authorises us to attend the Site and carry out the agreed Services.

4. Quotations and Pricing

All quotations are based on the information provided by the Customer at the time of enquiry. Prices may depend on factors such as the type and volume of Waste, labour required, access conditions, and any additional services requested.

All prices are given in pounds sterling and may be subject to VAT or other applicable taxes. We reserve the right to revise the quotation if:

a. The Waste differs significantly from the description provided at the time of Booking.

b. The volume or weight of Waste is greater than estimated.

c. Access to the Site is materially more difficult than described.

d. Additional labour, equipment, or time is required to complete the collection safely and lawfully.

If the revised price is not accepted by the Customer, we may cancel the Booking and no Service will be carried out. In such cases, the Customer may be liable for any reasonable attendance or call-out charges where our team has already travelled to the Site.

5. Payments and Charges

Payment terms will be confirmed at the time of Booking. For most domestic collections, payment is required on completion of the Service, unless otherwise agreed in writing. For commercial Customers or larger projects, we may require a deposit or full payment in advance.

We accept payment by cash, debit card, credit card, or bank transfer, subject to any payment methods we make available at the time of Booking. All payments must be made in pounds sterling.

If payment is not received when due, we reserve the right to charge interest on any outstanding amount at the statutory rate and to suspend further Services until the account is settled in full. The Customer will be responsible for any reasonable costs incurred in recovering overdue payments, including legal and debt recovery fees.

6. Customer Responsibilities

The Customer is responsible for ensuring that:

a. They have the legal right to request the removal of the Waste from the Site.

b. Adequate access is provided for our vehicles and operatives on the agreed date and time.

c. The Waste to be removed is clearly identified and separated from any items that are not to be taken.

d. The Waste does not include prohibited materials such as certain hazardous or toxic substances, unless we have expressly agreed in writing to handle them in compliance with applicable regulations.

Where parking restrictions apply, the Customer must either arrange suitable parking or bear any related costs, such as parking permits or penalty charges, that may arise during the performance of the Service.

7. Cancellations and Amendments

The Customer may cancel or amend a Booking by giving us reasonable notice. Unless otherwise stated in writing, our standard cancellation terms are as follows:

a. If cancellation is made more than 24 hours before the scheduled collection time, no cancellation fee will normally apply.

b. If cancellation is made less than 24 hours before the scheduled collection time, we reserve the right to charge a cancellation fee to cover reasonable costs and lost time.

If our team arrives at the Site at the agreed time and is unable to complete the collection due to issues beyond our control, such as lack of access, incorrect address details, or the Customer not being present where required, we may treat this as a late cancellation and apply an attendance charge.

We may cancel or reschedule a Booking if unavoidable circumstances arise, including but not limited to vehicle breakdown, staff illness, severe weather conditions, or situations where it would be unsafe or unlawful to proceed. In such cases, we will use reasonable efforts to notify the Customer and arrange an alternative collection time. We shall not be liable for any loss arising from such cancellation or rescheduling, other than refunding any payment made for Services not performed.

8. Performance of Services

We will use reasonable skill and care in providing the Services and will take reasonable steps to avoid damage to property while carrying out collections. However, the Customer acknowledges that some minor scuffs or marks may occur in tight, heavily loaded, or difficult access areas, and we will not be responsible for pre-existing damage.

Our operatives will only remove Waste that has been clearly identified or agreed in advance. It is the Customer’s responsibility to ensure that no items intended to be kept are left with or within the Waste presented for collection. We shall not be liable for the removal of items mistakenly included with the Waste.

We may conduct a visual assessment of the Waste on arrival and, if necessary, revise the price before proceeding. If the Customer does not agree to any revised price, we will not be obliged to carry out the Service, and an attendance fee may be charged where appropriate.

9. Waste Regulations and Environmental Compliance

Waste Removal Hackney operates in accordance with applicable UK waste management legislation and guidance. We will transport and dispose of collected Waste only at licensed facilities or through authorised channels, with the aim of recycling or recovering materials wherever reasonably practicable.

The Customer must not present for collection any Waste that is hazardous, toxic, explosive, or otherwise regulated unless we have explicitly agreed in advance. Prohibited items may include, but are not limited to, asbestos, certain chemicals, medical or clinical waste, pressurised containers, flammable liquids, and gas bottles. If such items are discovered during collection without prior agreement, we may refuse to remove them, revise our quotation, or cancel the Service.

We may issue, where required by law, appropriate documentation relating to waste transfer and disposal. The Customer agrees to retain any such documentation for the periods required by applicable regulations.

10. Liability and Limitations

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

Subject to the above, our total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the total fees paid or payable by the Customer for the specific Booking giving rise to the claim.

We shall not be liable for:

a. Any indirect or consequential loss, including loss of profit, business interruption, or loss of opportunity.

b. Any loss arising from delays, cancellations, or failure to perform our obligations where such failure is due to events beyond our reasonable control.

c. Damage to items that are inherently fragile, poorly packed, or not reasonably capable of being moved without risk of damage.

The Customer must notify us in writing of any claim for loss or damage as soon as reasonably practicable and, in any event, within 7 days of the date of the relevant collection. We may request evidence, such as photographs or receipts, and reasonable access to inspect any alleged damage before considering any remedy.

11. Insurance

We maintain appropriate insurance cover in respect of our legal liabilities arising from the provision of waste removal services. This may include public liability and employer’s liability insurance at levels consistent with industry practice. Details of our insurance cover can be provided upon reasonable request.

12. Data Protection and Privacy

In the course of providing Services, we may collect and process personal information about Customers, such as names, contact details, and Site addresses. We will handle such information in accordance with applicable data protection laws and use it only for purposes reasonably related to the provision and administration of our Services, including processing payments, managing Bookings, and handling enquiries or complaints.

We may retain records of Bookings and associated data for as long as necessary to comply with legal, regulatory, or accounting requirements, after which they will be securely deleted or anonymised.

13. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should contact us as soon as possible, providing full details of the issue and any supporting information. We will investigate complaints promptly and aim to resolve them in a fair and reasonable manner. Where appropriate, we may offer to re-attend the Site, provide a partial refund, or take other corrective action at our discretion.

14. Changes to These Terms

We reserve the right to amend these Terms and Conditions from time to time, for example to reflect changes in relevant law, industry practice, or our business operations. Any updated version will apply to Services booked after the date on which the revised Terms and Conditions are made available. Continuing to place Bookings or use our Services following such changes will constitute acceptance of the updated Terms.

15. Severability

If any provision of these Terms and Conditions is held to be invalid, unlawful, or unenforceable by a court or competent authority, such provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any disputes or claims 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 their subject matter.

17. Entire Agreement

These Terms and Conditions, together with any written quotation or confirmation of Booking provided by us, constitute the entire agreement between Waste Removal Hackney and the Customer in relation to the Services. They supersede any prior understandings, representations, or agreements, whether oral or written, relating to the same subject matter.

By proceeding with a Booking or instructing Waste Removal Hackney to provide Services, the Customer confirms acceptance of these Terms and Conditions.