Waste Removal West Hampstead Service Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal West Hampstead provides waste collection and related services to domestic and commercial customers. By booking a collection or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Customer means the individual, business, landlord, managing agent or organisation requesting the services.

Company, we, us or our means Waste Removal West Hampstead, the waste collection service provider.

Services means any waste removal, rubbish clearance, bulky item collection, or related service supplied by the Company to the Customer.

Waste means any items, materials or rubbish presented by the Customer for collection and disposal in accordance with these Terms and Conditions and relevant waste regulations.

Contract means the agreement between the Company and the Customer for the provision of Services, formed in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides waste removal and rubbish collection services within its operational area, including West Hampstead and surrounding neighbourhoods. Services may include household waste clearance, garden waste removal, office or commercial waste collection, bulky item removal, and related loading and transport.

The precise scope of the Services, including the type and estimated volume of Waste, access arrangements, and service date and time, will be agreed at the time of booking. Any description of Services given in promotional material or verbally is for guidance only and does not form part of the Contract unless confirmed in writing by the Company.

3. Booking Process

3.1 Bookings may be made by telephone, email, online form, or other method offered by the Company. The Customer must provide accurate information about the location, the nature and approximate volume or weight of Waste, and any access restrictions, parking limitations or time constraints.

3.2 The Company will provide a quotation based on the information supplied by the Customer. Quotations may be given as a fixed price or as an estimate subject to confirmation on arrival once the Waste has been inspected.

3.3 A Contract is formed when the Customer accepts the quotation and the Company confirms the booking by email, text message or other written confirmation, or when the Company arrives at the premises and the Customer permits the work to proceed.

3.4 The Customer must ensure that a responsible person is present at the premises at the agreed time to provide access, confirm the Waste to be removed, and approve any changes to the quoted price if applicable.

4. Service Availability and Access

4.1 The Company will make reasonable efforts to attend at the agreed date and time but does not guarantee exact arrival times. Arrival times are estimates and may be affected by traffic, weather, previous jobs, or other circumstances beyond the Company’s control.

4.2 The Customer must ensure safe and reasonable access to the Waste, including arranging suitable parking or permits for the Company’s vehicle where required. Any parking fees or penalties incurred due to inaccurate information or lack of arrangements by the Customer may be added to the final charge.

4.3 If the Company is unable to carry out the Services due to lack of access, unsafe conditions, or inaccurate information provided by the Customer, the Company reserves the right to apply a call-out or wasted journey charge to cover time and costs.

5. Pricing, Estimates and Additional Charges

5.1 Prices are generally based on the volume and type of Waste, the labour required, and any disposal or recycling charges applicable. The Company will explain its pricing structure to the Customer at the time of booking.

5.2 Any quotation based solely on the Customer’s description of the Waste is an estimate only and may be revised on site once the Waste has been inspected. If the volume, type or weight of Waste differs from that described, or if access is more difficult than indicated, the Company may adjust the price accordingly.

5.3 If the revised price is higher than the original quotation, the Customer may decline to proceed, in which case the Company reserves the right to charge a reasonable attendance or call-out fee to cover time and costs incurred.

5.4 Additional charges may apply for certain items that incur higher disposal fees, such as mattresses, refrigerators, freezers, tyres, electrical items, or hazardous materials, and for collections outside standard operating hours where agreed in advance.

6. Payments and Invoicing

6.1 Unless otherwise agreed in writing, payment is due on completion of the Services. The Company may require full or partial payment in advance for certain bookings, including large clearances, commercial projects or out-of-hours work.

6.2 Payment may be made by cash, bank transfer, card payment, or other method approved by the Company. The accepted methods of payment will be communicated at the time of booking.

6.3 Where the Customer is a business or organisation and the Company has agreed to provide Services on account, invoices are payable within the payment terms stated on the invoice. If no terms are specified, payment is due within 14 days of the invoice date.

6.4 The Company reserves the right to charge interest on overdue sums at the statutory rate applicable in England and Wales, as well as reasonable debt recovery costs where permitted by law.

7. Cancellations, Rescheduling and No-Shows

7.1 The Customer may cancel or reschedule a booking by contacting the Company as soon as reasonably possible. Any cancellation or rescheduling must be confirmed by the Company.

7.2 If the Customer cancels more than 24 hours before the scheduled appointment, no cancellation fee will normally apply, unless a specific non-refundable deposit has been agreed for large or bespoke work.

7.3 If the Customer cancels less than 24 hours before the scheduled appointment, or fails to provide access when the Company arrives, the Company reserves the right to charge a reasonable cancellation or wasted journey fee to cover time, travel and associated costs.

7.4 The Company may cancel or reschedule any booking due to reasons beyond its control, including but not limited to vehicle breakdown, staff illness, extreme weather, or safety concerns. In such cases, the Company will offer an alternative appointment time. The Company will not be liable for any loss arising from such cancellation or rescheduling.

8. Waste Types, Regulations and Prohibited Items

8.1 The Company operates in accordance with applicable UK waste management and environmental regulations. All Waste collected will be transported and disposed of at authorised facilities, with reasonable efforts made to recycle materials where possible.

8.2 The Customer is responsible for ensuring that the Waste presented for collection is lawful, safe to handle, and accurately described at the time of booking. The Company does not accept certain hazardous or regulated wastes, which may include but are not limited to asbestos, medical or clinical waste, chemical waste, solvents, oils, fuels, gas cylinders, explosives, or radioactive materials.

8.3 If prohibited or hazardous items are discovered during a collection, the Company may refuse to remove them, may suspend the Services, or may agree a separate arrangement subject to additional costs and compliance checks. The Customer will be responsible for any costs, fines or penalties arising from undeclared hazardous items included within the Waste.

8.4 The Customer must not include confidential documents or data-bearing items in the Waste unless secure destruction has been specifically agreed. The Company accepts no responsibility for any loss or disclosure of data where items have been presented as general Waste without prior agreement for secure disposal.

9. Customer Obligations

9.1 The Customer must provide accurate information at the time of booking and must notify the Company promptly of any changes that may affect the Services, including changes in volume or type of Waste, access arrangements, or parking.

9.2 The Customer must ensure that the Waste is reasonably accessible, not contaminated with dangerous substances, and not mixed with prohibited items. Sharp or heavy objects should be safely stored to minimise risk to personnel.

9.3 The Customer must comply with any reasonable instructions given by the Company’s staff for health and safety reasons, including keeping children, pets and other persons away from the working area during loading.

10. Liability and Limitations

10.1 The Company will exercise reasonable care and skill in providing the Services. However, the Company’s liability to the Customer is limited as set out in this section.

10.2 The Company will not be liable for any damage to property that arises from inherent defects, weak structures, pre-existing damage, or where the Customer has requested items to be moved or removed through narrow or restricted spaces, stairways or access routes that are not reasonably suitable.

10.3 Minor scuffs or marks that may occur in the normal course of moving bulky items will not be considered negligence, provided the Company has acted with reasonable care.

10.4 The Company’s total liability for any loss or damage arising out of the Services, whether in contract, tort or otherwise, shall be limited to the amount paid or payable for the relevant Services or, where required by law, the minimum amount prescribed by applicable legislation, whichever is higher.

10.5 Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under UK law.

11. Insurance

The Company maintains appropriate insurance in connection with its operations, including public liability insurance. Details of cover can be provided upon reasonable request. The Customer remains responsible for arranging any additional insurance it considers necessary for its own property or business operations.

12. Complaints and Disputes

12.1 If the Customer is dissatisfied with any aspect of the Services, the Customer must notify the Company as soon as reasonably practicable, and in any event within 7 days of the service date, giving full details of the issue.

12.2 The Company will investigate any complaint and may request photographs, access for inspection, or further information. The Company will endeavour to resolve complaints fairly and promptly, which may include a repeat visit, partial refund, or other appropriate remedy at its discretion.

12.3 If a dispute cannot be resolved directly, the parties may agree to use mediation or another form of alternative dispute resolution before commencing court proceedings.

13. Data Protection and Privacy

13.1 The Company collects and processes personal data necessary for taking bookings, delivering the Services, and managing customer relationships, including contact details, service addresses and payment information.

13.2 Personal data will be handled in accordance with applicable UK data protection legislation. The Company will not sell or disclose personal data to third parties except where necessary to deliver the Services, to comply with legal obligations, or with the Customer’s consent.

14. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, fire, flood, industrial action, road closures, accidents, or legal restrictions affecting waste facilities or transport.

15. Amendments to Terms

The Company may update these Terms and Conditions from time to time to reflect changes in law, operational practices or services offered. The version in force at the time of booking will apply to that Contract. Updated terms may be made available on request or communicated through usual customer channels.

16. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or other competent authority, that provision will be deemed modified to the minimum extent necessary, or severed if modification is not possible, and the remaining provisions will continue in full force and effect.

17. Governing Law and Jurisdiction

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.

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.

By placing a booking or using our waste collection services, you confirm that you have read, understood and agree to these Terms and Conditions.