Rubbish Collection Richmond upon Thames Terms and Conditions

These Terms and Conditions set out the basis on which we provide our rubbish and waste collection services in and around Richmond upon Thames. By making a booking, confirming a quote, or allowing our operatives to collect waste from your 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 means any waste, junk or rubbish collection, removal, loading, transportation, clearance or related service that we provide.

We, us or our means the waste collection service provider trading as Rubbish Collection Richmond upon Thames.

You or your means the person, business, company, landlord, tenant or organisation ordering or receiving the Service.

Premises means the property, site or location from which we are asked to collect or remove waste.

Waste means the rubbish or materials you ask us to collect, including household waste, bulky items, commercial waste and other non-hazardous materials, subject to applicable waste regulations.

2. Scope of Service

We provide waste and rubbish collection services within Richmond upon Thames and surrounding areas. The exact nature of the Service will be as agreed during your booking, including the type and approximate quantity of waste, access to the Premises, and any special handling requirements disclosed to us in advance.

Our Service may include loading items into our vehicle, reasonable tidying of the collection area, and lawful transportation and disposal of the collected waste at authorised facilities. Unless specifically agreed in writing, we do not provide cleaning, dismantling of fixed structures, or garden landscaping services.

We reserve the right to refuse any collection or to adjust the quotation if the waste type, volume, access conditions or other factors differ materially from the information provided at the time of booking.

3. Booking Process

You can request a booking by telephone, email, online request form, or other communication channels we may make available. At the time of enquiry, you must provide accurate and complete information about:

The address of the Premises and any access restrictions such as parking limitations, height restrictions or time windows.

The type and estimated quantity or weight of waste, including any bulky or heavy items.

Any items requiring special handling, such as electrical appliances, fridges, mattresses or materials that may be hazardous.

We may provide an estimated quote based on the information you supply. This estimate is not binding if the actual waste or site conditions differ significantly from your description. In such cases, our operatives will reassess the job on arrival and confirm a revised price before proceeding.

Your booking is confirmed only when we have accepted your request, provided a time slot or collection date, and you have accepted our quotation or agreed to our pricing structure. We reserve the right to decline any booking at our sole discretion.

4. Access and Parking

You are responsible for ensuring that we have safe, lawful and reasonable access to the Premises at the agreed time. This includes arranging keys, entry codes, permits, or informing building management or neighbours where required.

You must also ensure that adequate parking is available close to the Premises for the collection vehicle. If paid parking or permits are required, you are responsible for those costs unless agreed otherwise in advance. Where parking is not available, or access is unsafe or significantly restricted, we may cancel or reschedule the Service and apply a call-out or cancellation charge.

We are not responsible for delays or inability to carry out the Service caused by your failure to provide access, parking or necessary permissions.

5. Waste Types and Exclusions

We collect a wide range of general household, office and commercial rubbish, including furniture, appliances, packaging, garden waste, and non-hazardous construction waste, subject to volume and weight limits agreed at the time of booking.

Certain waste types are restricted or prohibited under UK waste regulations and our own policies. We will not collect, transport or handle the following unless expressly agreed and permitted by law:

Hazardous waste, including chemicals, solvents, oils, asbestos, clinical waste, biological waste and flammable substances.

Gas bottles, pressurised cylinders, explosives, ammunition or similar items.

Any waste that is prohibited from standard commercial waste disposal facilities.

You are responsible for informing us in advance if any of your waste falls into a category that may be hazardous or require special permits or handling. If our operatives reasonably believe that items are hazardous or unsafe, we may refuse to remove them, and you may still be liable for a call-out or minimum charge.

6. Pricing and Quotations

Our prices are generally based on the volume and nature of the waste collected, loading time, access conditions, and any additional disposal charges applicable to specific items. We will provide you with a price estimate or quotation before carrying out the Service.

Where we have provided an estimate based on your description, the final price may change once our operatives see the waste and assess the job in person. We will not proceed with the Service until you have agreed to any adjusted price.

All prices are stated in pounds sterling and may be subject to applicable taxes. We reserve the right to change our pricing structure, minimum charges or surcharges at any time, but changes will not affect confirmed bookings that have already been accepted by both parties.

7. Payments

Unless otherwise agreed in writing, payment is due on completion of the Service on the day of collection. We may accept payment by cash, debit or credit card, bank transfer or other methods we specify from time to time.

For business customers or regular commercial collections, we may agree to invoice you on account. In such cases, payment terms will be specified on the invoice, typically requiring payment within a set number of days. If payment is not received by the due date, we may charge interest on overdue amounts and suspend further services until payment is made.

You agree to pay all charges for the Service, including any additional fees for extra waste volumes, special items, waiting time caused by delays outside our control, parking costs incurred, and cancellation or call-out fees where applicable.

8. Cancellations and Rescheduling

You may cancel or reschedule your booking by contacting us during our normal office hours. To avoid cancellation charges, you should provide as much notice as possible.

We reserve the right to apply a cancellation fee or minimum call-out charge where:

You cancel or reschedule less than 24 hours before the agreed collection time.

Our operatives arrive at the Premises but are unable to gain access, or the waste is not available for collection as agreed.

You refuse the Service on arrival without valid reason, or you do not agree to a reasonable price adjustment based on the actual waste and site conditions.

We may cancel or reschedule the Service due to events beyond our reasonable control, including severe weather, vehicle breakdown, accidents, illness, road closures or legal restrictions. In such cases, we will aim to arrange a new time as soon as practicable, and we will not be liable for any loss caused by such delay or cancellation.

9. Customer Obligations

You agree to:

Provide accurate information about the waste and the Premises.

Ensure that waste is suitably bagged, boxed or prepared where reasonably possible, and that large items are accessible for removal.

Remove any personal or valuable items from waste intended for disposal, as we cannot accept responsibility once it has been taken away.

Ensure that the collection area is reasonably safe, free from hazards, and that our operatives are not exposed to unnecessary risk.

Comply with all applicable waste regulations and not request us to dispose of items unlawfully.

If you fail to comply with these obligations, we may refuse to carry out all or part of the Service or apply additional charges to cover extra time, labour or disposal costs.

10. Liability and Insurance

We will exercise reasonable care and skill when providing the Service. Our liability for loss or damage is limited as set out in this clause and otherwise to the fullest extent permitted by UK law.

We will not be liable for any loss or damage arising from:

Your failure to remove personal items or valuables from waste.

Existing defects, wear and tear or structural weaknesses at the Premises.

Consequential or indirect loss, loss of profit, loss of business, or loss of data.

Any act or omission of yours or any third party, including your contractors or building management.

If, despite the above, we are found liable for any direct damage to your property caused by our negligence, our liability will be limited to the lesser of the cost of repair or replacement and a reasonable maximum amount reflecting the value of the Service. You must notify us of any alleged damage as soon as reasonably possible, and in any event within 48 hours of completion of the Service, providing evidence and access to inspect the damage.

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

11. Waste Transfer and Environmental Compliance

We operate in accordance with applicable UK waste regulations and environmental law. Collected waste will be transported and disposed of at authorised facilities wherever possible, with an aim to maximise recycling and responsible disposal.

By using our Service, you confirm that you are the owner of the waste or have the authority of the owner to arrange its removal. Once the waste is loaded into our vehicle, it becomes our responsibility, and we will hold any relevant duty of care obligations in relation to its disposal.

We may issue or retain waste transfer notes, invoices and other documentation required for regulatory compliance, particularly for commercial customers. You agree to provide any information reasonably requested to comply with these obligations.

12. Complaints

If you are dissatisfied with any aspect of the Service, you should contact us as soon as possible, providing full details of your concerns. We will investigate your complaint and may request further information or photographs.

We aim to resolve complaints promptly and fairly. Where appropriate, we may offer to revisit the Premises, rectify any issues within our control, or provide a partial or full refund at our discretion.

13. Privacy and Data Protection

We may collect and process personal data such as your name, contact details, address and payment information for the purpose of managing your booking, providing the Service, handling payments, and complying with legal obligations.

We will handle your personal data in accordance with applicable UK data protection laws. Your details will not be sold to third parties, but may be shared with trusted partners or service providers where necessary to deliver the Service or meet our legal responsibilities.

14. Changes to These 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 Service. Updates will generally take effect for future bookings only.

15. 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 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 Service.

16. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court, the remaining provisions will continue in full force and effect.

No term of this agreement is intended to confer a benefit on any third party, and no third party may enforce any term under the Contracts Rights of Third Parties Act 1999.

Our failure or delay in exercising any right or remedy under these Terms and Conditions shall not constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between you and us in relation to the Service and supersede any prior discussions, correspondence or understandings.