Service Terms and Conditions for Waste Removal Lewisham

These Terms and Conditions set out the basis on which Waste Removal Lewisham provides waste collection and related services to domestic and commercial customers. By making a booking, placing an order, or otherwise instructing us to carry out any waste clearance or collection, you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions, you must not use our services. You should read this document carefully before confirming your booking.

1. Definitions

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

Customer means the individual, business, organisation, or other entity requesting or receiving waste removal services from us.

Services means any waste removal, waste collection, clearance, loading, transportation, or related service we provide.

Waste means any items, materials, rubbish, junk, refuse, recyclables, garden waste, bulky items, construction debris, or other substances that the Customer asks us to collect and remove, subject always to applicable law and these Terms and Conditions.

We, us, our means Waste Removal Lewisham, the service provider.

Booking means a confirmed request for Services made by the Customer and accepted by us, whether by telephone, email, online form, or any other method we may accept from time to time.

2. Scope of Services

We provide waste collection and removal services to residential and commercial customers within our designated service area. The specific nature and scope of the Services will be as agreed at the time of Booking, including the date, time window, location, and the approximate volume or type of waste to be removed.

We reserve the right to decline any Booking or any part of a Booking where the waste is not suitable for collection, where access is unsafe, or where the requested work falls outside our usual service offering or legal obligations.

3. Booking Process

3.1 A Booking may be made by contacting us by telephone or by using any booking facility we make available. All Bookings are subject to acceptance and availability.

3.2 When making a Booking, the Customer must provide accurate information, including but not limited to:

The collection address and any access details.

The type and estimated volume or weight of waste.

Any special handling requirements.

Preferred dates and times for collection.

3.3 We may provide an initial quote based on the information supplied by the Customer. This quote may be indicative and may be subject to change upon inspection of the waste at the collection site.

3.4 A Booking is only confirmed when we have expressly accepted it, which may be by verbal confirmation, email, message, or written confirmation. We may, at our sole discretion, require a deposit to secure a Booking.

4. Access and Customer Obligations

4.1 The Customer must ensure that we have safe, reasonable, and lawful access to the premises and waste at the agreed time. This includes ensuring that any necessary keys, entry codes, parking permissions, or access arrangements are in place.

4.2 The Customer must ensure that waste intended for collection is clearly identified and separated where necessary. If there is any doubt as to which items are to be removed, the Customer must be present or provide clear written instructions before collection begins.

4.3 If access is obstructed, significantly delayed, or unsafe, we may charge a waiting fee, an additional call-out fee, or cancel the Booking and retain any deposit or cancellation fee that may apply in accordance with these Terms and Conditions.

5. Pricing, Quotes and Additional Charges

5.1 Prices for our Services may be based on factors including but not limited to volume, weight, type of waste, labour time, access difficulty, and disposal or recycling charges.

5.2 Any quote provided prior to arrival is based on the information given by the Customer and is not binding if the actual waste differs in type or quantity, or if access or working conditions are substantially different from those described. We will inform the Customer of any revised price before work is carried out.

5.3 Where the Customer requests additional Services on site that were not included in the original Booking, we may agree to provide such additional Services at additional cost, subject to capacity, legality, and safety.

5.4 We reserve the right to apply surcharges where waste includes items that attract higher disposal costs, such as mattresses, fridges, tyres, electrical equipment, or hazardous substances, provided such items can legally be collected by us in accordance with these Terms and Conditions.

6. Payment Terms

6.1 Unless otherwise agreed in writing, payment for all Services is due on completion of the collection, and in any event before we leave the site.

6.2 We may accept various payment methods, such as cash, card, or bank transfer. We reserve the right to refuse certain payment methods at our discretion.

6.3 For business Customers with approved accounts, alternative payment terms may be agreed in writing. Any such terms will form part of these Terms and Conditions. If payment is not received by the agreed due date, we may charge interest on overdue sums at the statutory rate and recover any reasonable costs incurred in pursuing late payment.

6.4 All prices are exclusive of any applicable taxes, levies, or charges that may be imposed by law from time to time, which the Customer shall be liable to pay in addition to the quoted price.

7. Cancellations, Rescheduling and No-Show

7.1 The Customer may cancel or reschedule a Booking by providing at least 24 hours notice prior to the agreed collection time. In such cases, any prepaid amount may be refunded or applied to a rearranged Booking, at our discretion.

7.2 If the Customer cancels a Booking with less than 24 hours notice, we reserve the right to charge a cancellation fee, which may be up to the full quoted price, to cover our reasonable costs.

7.3 If we attend the site at the agreed time and are unable to gain access, or the Customer is not present where their presence is required, or the waste is not available, we may treat this as a cancellation with less than 24 hours notice and charge a call-out or cancellation fee.

7.4 We will make reasonable efforts to attend the site at the agreed time. However, all times are approximate and subject to traffic, weather, operational issues, or other circumstances beyond our reasonable control. In such cases, we will contact the Customer to arrange a revised time. We will not be liable for any loss or inconvenience arising from such delays, provided we act with reasonable care and diligence.

8. Waste Regulations and Prohibited Items

8.1 We operate in compliance with relevant UK waste management legislation and regulations. By using our Services, the Customer confirms that the waste presented for removal is lawful and that they have the authority to dispose of it.

8.2 Certain types of waste are hazardous or subject to special controls, and we may not be licensed or insured to handle these. Without limitation, we will not accept for collection any of the following unless expressly agreed in writing in advance and where legally permitted:

Asbestos or materials containing asbestos.

Chemicals, solvents, oils, paints, fuels, or medical waste.

Gas cylinders, pressurised containers, or explosives.

Radioactive materials or other highly hazardous substances.

8.3 If such prohibited or restricted items are discovered among the waste after loading, we may unload or return them to the Customer, or arrange special handling at additional cost. We may also report any suspected unlawful waste to the relevant authorities.

8.4 Title to the waste transfers to us when it is loaded onto our vehicle, except for any prohibited or controlled items, which remain the responsibility of the Customer unless otherwise agreed in writing or required by law.

9. Customer Warranties and Indemnity

9.1 The Customer warrants that:

They are the owner of the waste or have full authority from the owner to arrange its removal.

The waste does not include prohibited or unlawful items.

The information provided to us about the waste and premises is accurate and complete.

9.2 The Customer shall indemnify us from and against any claims, losses, damages, liabilities, penalties, or expenses arising from:

Any breach by the Customer of these warranties or these Terms and Conditions.

Any unlawful or hazardous nature of the waste that the Customer failed to disclose.

Any claim by a third party that the Customer did not have authority to dispose of the waste.

10. Liability and Limitations

10.1 We will perform the Services with reasonable care and skill. If we fail to do so, our liability shall be limited, at our option, to re-performing the Services or refunding the amount paid for the affected part of the Services.

10.2 We will not be 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 provision of the Services or these Terms and Conditions.

10.3 Our total liability to the Customer in respect of any single event or series of connected events, whether in contract, tort, or otherwise, shall not exceed the total price paid for the Services giving rise to the claim.

10.4 Nothing in these Terms and Conditions shall limit or exclude any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by our negligence or the negligence of our employees, fraud, or fraudulent misrepresentation.

10.5 The Customer is responsible for ensuring that any fragile, valuable, or sentimental items are removed from the vicinity of the waste and from any access route we may use. We will not be liable for damage to items that should reasonably have been moved or protected by the Customer prior to our arrival.

11. Insurance

11.1 We maintain insurance cover that is appropriate for the nature of our business, including public liability cover, subject to policy terms and conditions.

11.2 Copies of insurance details may be made available on request. Our liability remains limited as set out in these Terms and Conditions regardless of any insurance policy.

12. Complaints and Disputes

12.1 If the Customer is dissatisfied with any aspect of the Services, they should notify us as soon as reasonably possible, providing details of the issue and any supporting evidence.

12.2 We will investigate complaints in a fair and timely manner and aim to reach a reasonable resolution. If necessary, we may revisit the site or request additional information from the Customer.

12.3 The existence of a dispute does not entitle the Customer to withhold payment of undisputed amounts due under these Terms and Conditions.

13. Data Protection and Privacy

13.1 We may collect and process personal data about the Customer for the purposes of handling Bookings, providing Services, taking payment, and managing our business.

13.2 Personal data will be handled in accordance with applicable data protection laws. We will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, comply with legal obligations, or with the Customer's consent.

14. Changes to Terms and Conditions

14.1 We may revise these Terms and Conditions from time to time. Any updated version will apply to new Bookings from the date of publication or notification.

14.2 The Terms and Conditions in force at the time of your Booking will apply to that Booking, unless a change is required by law or regulatory authority, in which case the new terms may apply immediately.

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 the Services, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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.

16. General Provisions

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

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 The Customer may not assign or transfer any rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations, provided this does not reduce the level of service.

16.4 These Terms and Conditions constitute the entire agreement between the Customer and us in relation to the Services and supersede any prior understanding or arrangement, whether oral or written, relating to the subject matter.