Service Terms and Conditions for Waste Collection Greenwich

These Terms and Conditions set out the basis on which Waste Collection Greenwich provides waste collection and related services to domestic and commercial customers. By making a booking, paying a deposit, confirming a quotation, or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions.

These terms are intended to comply with applicable law in England and Wales and to provide clarity regarding our respective rights and responsibilities in connection with the collection, handling and transport of waste.

1. Definitions

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

Customer means the person, business or organisation requesting or accepting waste collection services.

Company means Waste Collection Greenwich, the provider of the services.

Services means any waste or rubbish collection, removal, loading, transport, disposal, recycling, or associated services provided by the Company.

Waste means any items, materials, goods, refuse, rubbish, junk, garden waste, construction waste or other materials presented by the Customer for collection, whether household, commercial or industrial in nature.

Site means the address or location where the Services are to be provided.

2. Scope of Services

The Company provides waste collection and related services within its designated service area, which includes properties in and around the Greenwich locality and neighbouring districts, subject to operational feasibility.

The Services may include one-off clearances, regular scheduled collections, bulky item removal, garden waste collection, office clearance and related activities as agreed in writing or confirmed in the booking confirmation.

The Company reserves the right to refuse to collect any Waste which is hazardous, not correctly described, improperly stored, or which in the reasonable opinion of the Company poses a health and safety risk, breaches waste regulations, or is beyond the agreed scope.

3. Booking Process

3.1 Initial enquiries

Customers may request a quotation or make a booking request by telephone, email or through an online contact form. The Customer must provide accurate and complete information about the type and approximate volume of Waste, the Site access conditions and any relevant timing requirements.

3.2 Quotations

Any quotation provided by the Company is based on the information supplied by the Customer and is subject to change if the actual Waste type, volume or Site conditions differ from those described. Quotations are generally given on a load-volume, item-count or labour-time basis, and may include disposal fees, recycling charges and other associated costs.

3.3 Booking confirmation

A booking is not confirmed until the Company has issued a confirmation by telephone, email or text message and, where required, received any deposit or pre-payment. The Customer must check the confirmation details carefully and notify the Company immediately of any errors.

3.4 Arrival windows

The Company will provide an estimated arrival window for the collection. Times are estimates and may be affected by traffic, weather, operational or safety considerations. The Company will use reasonable endeavours to meet agreed times but shall not be liable for minor delays outside its reasonable control.

4. Customer Responsibilities

The Customer agrees to:

Provide accurate information about the Waste, including type, approximate quantity, and any known hazards.

Ensure that adequate access to the Site is available at the agreed time, including parking permissions where necessary.

Obtain any permits or consents required from property owners, building managers, local authorities or other third parties in advance of the scheduled collection.

Ensure that any Waste to be collected is clearly identified and separated where necessary, and that it does not contain prohibited items such as certain hazardous materials, chemicals, asbestos, gas cylinders, or clinical waste, unless explicitly agreed in writing.

Supervise the Company’s operatives where necessary and ensure that a responsible adult is present at the Site during the collection, unless otherwise agreed.

5. Payments and Charges

5.1 Pricing

The price for the Services will be as agreed at the time of booking or as otherwise communicated in writing. Prices may be based on volume, weight, labour time, number of items, disposal fees, or a combination of these. If on arrival the Waste is significantly different from that described, the Company may revise the price before commencing the work.

5.2 Deposits and pre-payments

The Company may require a deposit or full pre-payment to secure a booking, particularly for larger jobs, commercial work or out-of-hours collections. Any such requirement will be notified at the time of booking.

5.3 Payment methods

Payment is due on completion of the Service, unless otherwise agreed in writing. The Company may accept payment by cash, card or bank transfer, subject to availability. For account customers or commercial clients, alternative payment terms may be agreed in writing.

5.4 Late payment

If the Customer fails to make payment by the due date, the Company reserves the right to charge interest on the outstanding amount at the statutory rate and to recover reasonable costs of pursuing the debt. The Company may also suspend or cancel future Services until all sums due are paid in full.

6. Cancellations and Amendments

6.1 Customer cancellations

The Customer may cancel or reschedule a booking by providing notice to the Company. Where notice of at least 24 hours before the agreed arrival window is given, any deposit paid may be refunded or applied to a new booking at the Company’s discretion. If less than 24 hours’ notice is given, the Company reserves the right to retain all or part of any deposit and to charge a reasonable cancellation fee to cover administrative and operational costs.

6.2 Company cancellations

The Company may cancel or reschedule a booking where necessary due to factors including, but not limited to, operational issues, staff illness, vehicle breakdown, severe weather or other events beyond its reasonable control. In such cases, the Company will endeavour to notify the Customer as soon as reasonably practicable and offer an alternative date or a refund of any pre-payment.

6.3 Wasted journeys

If the Company attends the Site at the agreed time and is unable to carry out the Service due to circumstances within the Customer’s control, including lack of access, absence of a responsible person (where one is required), incorrect address, or the presence of prohibited Waste, the Company may charge a call-out or wasted journey fee.

7. Waste Regulations and Compliance

7.1 Duty of care

The Company operates in accordance with applicable UK waste regulations and holds or utilises appropriate waste carrier registration and disposal facilities. The Customer acknowledges their duty of care obligations regarding the transfer of Waste and agrees to provide accurate information about the nature of the Waste.

7.2 Prohibited and hazardous waste

The Company does not routinely handle certain categories of hazardous or regulated Waste, including but not limited to asbestos, clinical waste, untreated chemicals, certain flammable substances, and other materials restricted by law. Where such materials are identified, the Company may refuse collection, require additional charges, or refer the Customer to a specialist contractor.

7.3 Documentation

Where legally required, the Company will arrange appropriate documentation such as waste transfer notes. The Customer may be required to provide information to complete such documentation. The Customer should retain copies where necessary as part of their own regulatory compliance.

7.4 Environmental performance

The Company aims to manage Waste responsibly and may prioritise reuse and recycling solutions wherever reasonably practicable. However, no guarantee is given regarding specific recycling or disposal routes unless expressly agreed in writing.

8. Access, Health and Safety

The Customer must ensure safe and reasonable access to the Site, including, where applicable, clear pathways, appropriate lighting, and safe conditions for lifting and carrying Waste.

The Company’s operatives may decline to carry items from locations that present a risk to health and safety, such as unstable structures, unsafe stairways, or areas with significant contamination. In such cases, the Company may adjust the quoted price or decline to proceed with the Service.

The Customer is responsible for notifying the Company of any relevant health and safety risks at the Site and for taking reasonable steps to mitigate them. The Customer must also ensure that pets, children and other third parties are kept away from working areas during the Service.

9. Liability and Limitations

9.1 General liability

The Company will exercise reasonable care and skill in providing the Services. However, the Company shall not be liable for any indirect, consequential, or purely economic losses arising from the performance or non-performance of the Services.

9.2 Property damage

While every reasonable effort is made to avoid damage, the Customer should take precautions to protect floors, walls, fixtures and fittings where large or heavy items are being removed. The Company will not be responsible for normal wear and tear or for damage arising from pre-existing structural weaknesses, latent defects, or inadequate protection at the Site.

Any claim for damage must be reported to the Company in writing as soon as reasonably practicable and in any event within 48 hours of completion of the Service, with supporting evidence where available.

9.3 Exclusions

The Company does not accept liability for:

Loss or damage arising from inaccurate or incomplete information provided by the Customer.

Loss of profit, business interruption or loss of opportunity suffered by commercial customers.

Any delays or failures caused by events beyond the Company’s reasonable control, including traffic conditions, severe weather, accidents or acts of third parties.

9.4 Statutory rights

Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or for fraud or fraudulent misrepresentation. For consumers, these Terms and Conditions do not affect statutory rights under consumer protection legislation.

10. Customer Property and Items Not Taken

The Customer must ensure that any items intended to be retained are clearly separated from the Waste. The Company will not be responsible for items mistakenly presented for disposal once they have been loaded and removed.

If the Company reasonably believes that any items set out as Waste may have significant value or are not intended for disposal, it may seek clarification before removal. However, the ultimate responsibility lies with the Customer to identify and safeguard items not to be collected.

11. Data Protection and Privacy

The Company may collect and process personal data from the Customer for the purposes of providing the Services, handling payments, maintaining records and meeting legal obligations. Personal data will be handled in accordance with applicable data protection laws and kept for no longer than necessary for the purposes for which it was collected.

The Customer’s contact details may be used to communicate booking information, service updates and lawful notices. The Customer may request access to their personal data held by the Company and may request corrections where necessary.

12. Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should contact the Company as soon as possible so that the matter can be investigated and, where appropriate, remedied. The Company aims to handle complaints promptly, fairly and professionally.

In the event that a dispute cannot be resolved directly between the parties, either party may consider using mediation or another form of alternative dispute resolution prior to pursuing court proceedings, where appropriate.

13. Variation of Terms

The Company reserves the right to amend these Terms and Conditions from time to time. Any changes will apply to bookings made after the revised terms have been published or otherwise communicated. The version in force at the time of booking will normally apply to that specific Service, unless a change is required by law or regulation.

14. Severability

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

15. Entire Agreement

These Terms and Conditions, together with any written quotation, booking confirmation or other agreed documents, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede any prior discussions, correspondence or understandings.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of Services by the Company, 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, save that consumers residing elsewhere in the United Kingdom may have the benefit of any mandatory protections afforded by the laws of their place of residence.

By booking or using the Services of Waste Collection Greenwich, the Customer acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.