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 to residential and commercial customers. By making a booking, accepting a quotation, or allowing our team to perform any services at your property or premises, you 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:
Service or Services means any rubbish removal, waste collection, clearance, loading, transportation, tipping or related service carried out by Rubbish Removal Surrey.
We, us, our means Rubbish Removal Surrey, the service provider.
You, your, customer means the individual, business, organisation or other entity that requests or receives our Services.
Site or Premises means the location from which waste or rubbish is to be collected or where Services are to be performed.
Waste means any rubbish, junk, debris, materials, items or goods that you request us to collect and remove as part of the Services, subject to applicable waste regulations.
2. Scope of Services
We provide rubbish and waste removal services including, but not limited to, household clearances, garden waste collection, bulky waste removal, office and commercial clearances, and general waste collection. The exact scope of Services in each case will be as described in the quotation or booking confirmation we provide to you.
We reserve the right to refuse to collect or remove any Waste that we reasonably consider to be hazardous, unsafe, prohibited by law, incorrectly described, or beyond the agreed scope of the Service. Where possible, we will inform you of any additional charges or regulatory requirements before proceeding.
3. Booking Process
3.1 You may request a quotation or make a booking by telephone or email. All bookings are subject to availability and acceptance by us.
3.2 When you contact us, you will be asked to provide details of the Site, type and approximate volume or weight of Waste, access arrangements, parking availability and any other relevant information. We will rely on the accuracy and completeness of the information you provide when preparing our quotation.
3.3 Quotations may be provided as an estimate based on the information given before arrival, or as an on-site price once our team has inspected the Waste. Where an estimate is given in advance, we reserve the right to revise the price on arrival if the actual Waste, access conditions, or time required differ from your description.
3.4 A booking is only confirmed once you have accepted our quotation and we have issued a booking confirmation with the agreed date and time window for the Service. We may, at our discretion, require a deposit or pre-authorisation payment to secure your booking.
4. Access and Parking
4.1 You are responsible for ensuring that our team has safe, reasonable and lawful access to the Site at the agreed time. This includes arranging entry to the property or premises, providing necessary keys or access codes where applicable, and ensuring that passageways, stairs, lifts and loading areas are free from obstruction as far as reasonably possible.
4.2 Adequate parking or stopping space must be available for our vehicles within a reasonable distance of the Site. If parking restrictions apply, you are responsible for providing permits or covering parking charges. Any penalty charge notices or parking fines incurred as a direct result of inadequate parking arrangements or incorrect information provided by you may be charged to you in addition to the Service fee.
4.3 If we are unable to complete the Service due to lack of access, unsafe conditions, or parking issues beyond our control, we may treat the booking as a cancellation by you and apply the relevant cancellation charges set out in these Terms and Conditions.
5. Customer Responsibilities
5.1 You warrant that you are the owner of the Waste or are otherwise authorised to arrange for its removal.
5.2 You must ensure that all items you wish to be removed are clearly identified and separated from items you wish to retain. Our team will remove only those items which are reasonably understood to form part of the agreed Waste.
5.3 You must not include in the Waste any materials that are hazardous or controlled, including but not limited to asbestos, biological or medical waste, chemicals, solvents, fuels, gas cylinders, explosives, pressurised containers, or any other material prohibited by law or which our team is not qualified or licensed to handle. If such items are discovered, we may refuse to remove them and may, at our discretion, charge a call-out or waiting fee.
5.4 You must inform us in advance of any abnormal risks or dangers at the Site, including structural instability, contamination, or the presence of pests. If we consider the Site unsafe, we may suspend or cancel the Service.
6. Pricing and Payment
6.1 Our prices are usually based on the volume and type of Waste collected, the time required to complete the Service, the accessibility of the Site, and any disposal or recycling charges. We will explain the pricing basis at the time of quotation.
6.2 Unless otherwise agreed in writing, payment is due in full immediately upon completion of the Service. We may accept cash, card or other payment methods notified to you at the time of booking.
6.3 For business customers or account holders, alternative payment terms may be agreed in writing. If payment is not received by the due date, we may charge interest on overdue amounts at the statutory rate and recover any reasonable costs incurred in pursuing payment.
6.4 All prices quoted are inclusive or exclusive of VAT according to our current VAT status. Where applicable, VAT will be charged at the prevailing rate.
7. Cancellations and Amendments
7.1 You may cancel or amend your booking by giving us as much notice as possible. Cancellations or amendments must be made by telephone or email.
7.2 If you cancel more than 24 hours before the scheduled Service time, no cancellation fee will usually be charged, unless a non-refundable deposit has been expressly agreed.
7.3 If you cancel less than 24 hours before the scheduled Service time, or if our team attends the Site and is unable to complete the Service for reasons within your control, we reserve the right to charge a cancellation fee or call-out charge to cover our reasonable costs.
7.4 We may cancel or reschedule the Service if affected by events outside our reasonable control, including but not limited to severe weather, vehicle breakdown, illness, accidents, or legal restrictions. In such cases, we will use reasonable efforts to notify you and rearrange the booking at a mutually convenient time.
8. Performance of the Service
8.1 Our team will carry out the rubbish removal and waste collection Services with reasonable care and skill.
8.2 Time is not of the essence for the performance of our Services. Any time or date given for attendance is an estimate only, and while we aim to attend within the agreed time window, we cannot guarantee exact times.
8.3 We may photograph or record the Waste and the completed work for operational, regulatory or evidential purposes. Such images will not normally identify individuals, and we will process any personal data in accordance with applicable data protection laws.
9. Waste Handling and Regulations
9.1 We will handle, transport and dispose of Waste in accordance with applicable UK waste management regulations and duty of care requirements.
9.2 Waste collected by us will normally be transferred to authorised facilities for recycling, recovery or disposal. We may separate recyclables where economically and operationally reasonable, but we do not guarantee that all Waste will be recycled.
9.3 We reserve the right to reject any Waste that we reasonably suspect contains prohibited, hazardous or misdescribed materials. If such Waste is discovered after collection, we may charge additional fees to cover specialist handling, storage, or disposal, and we may notify the relevant authorities where required by law.
9.4 You agree to indemnify us for any fines, penalties, charges or liabilities we incur as a result of your failure to accurately describe the Waste or your inclusion of prohibited or unlawful items.
10. Damage and Liability
10.1 We will take reasonable care when carrying out the Service. However, you are responsible for protecting floors, walls, fixtures, fittings and personal belongings that may be vulnerable to damage during the removal process, especially in confined or difficult access areas.
10.2 We will not be liable for minor cosmetic damage to paintwork, walls or floors that may reasonably occur when removing bulky items or navigating tight spaces, provided we exercise reasonable care and skill.
10.3 Our total liability for loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total price paid or payable by you for the relevant Service, except where liability cannot lawfully be limited.
10.4 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by our negligence, for fraud, or for any other matter in respect of which liability cannot be excluded or limited under applicable law.
10.5 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss of data, arising from or in connection with the Services.
11. Complaints
11.1 If you are dissatisfied with any aspect of the Service, you should notify us as soon as reasonably possible, providing details of the issue and any supporting information.
11.2 We will investigate your complaint and, where appropriate, may request further information or evidence. We aim to respond to complaints promptly and to seek a fair resolution, which may include a partial refund, a price adjustment or a return visit, at our discretion.
12. Insurance
12.1 We maintain appropriate insurance cover for our operations, including public liability insurance, subject to policy terms, conditions and limits.
12.2 Our insurance does not remove the need for you to take reasonable steps to protect your property and belongings and to comply with your own insurance policy conditions.
13. Data Protection
13.1 We may collect and process personal data such as your name, contact details, Site address and payment information for the purpose of providing our Services, managing bookings, handling payments, and complying with legal obligations.
13.2 We will handle personal data in accordance with applicable data protection laws and will take reasonable steps to keep it secure. We will not sell your personal data to third parties.
14. Changes to these Terms
14.1 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 the Services provided under that booking.
14.2 We may publish updated terms on our service materials or otherwise make them available to you on request.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 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 Services.
16. General
16.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable, that provision shall be severed from the remaining provisions, which will continue to be valid and enforceable.
16.2 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.
16.3 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, provided that this does not reduce the level of Service you receive.
16.4 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the Services and supersede any prior understandings or agreements, whether verbal or written.
