Waste Collection Brentford Service Terms and Conditions

These Terms and Conditions set out the basis on which we provide our waste collection services in Brentford and surrounding areas. By making a booking, using our services, or allowing us to collect waste from your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.

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 receiving waste collection services.

Services means any waste collection, removal, clearance, transportation, and related services we provide.

Waste means any items, materials, refuse, rubbish, junk, or other matter that the Customer asks us to collect and dispose of.

Contract means the agreement between the Customer and the service provider, incorporating these Terms and Conditions and the details of any confirmed booking.

2. Scope of Services

We provide waste collection and related services to domestic, commercial, and other customers within Brentford and neighbouring areas. The exact scope of services will depend on the details agreed at the time of booking, including the type and volume of waste, access conditions, and any special handling requirements.

We reserve the right to refuse to collect any Waste that is hazardous, not accurately described, improperly stored, or otherwise unsuitable for collection or transport under applicable waste regulations or health and safety requirements.

3. Booking Process

3.1 Booking requests may be made by phone, email, online form, or other communication methods we make available. A booking is only confirmed when we have accepted your request and provided you with confirmation of the agreed service date, time window, and price estimate or quotation.

3.2 When requesting a booking, the Customer must provide accurate and complete information, including but not limited to:

a. The full collection address and contact details;

b. The type of premises, such as residential, office, or industrial;

c. The nature, type, and approximate volume or weight of the Waste;

d. Any access restrictions, parking limitations, or special requirements, such as stairs, narrow corridors, or time restrictions.

3.3 The Customer acknowledges that the price estimate or quotation is based on the information provided at the time of booking. If on arrival the Waste differs significantly in type, volume, or difficulty of collection, we may adjust the price, refuse the collection, or propose an alternative arrangement.

4. Service Access and Customer Responsibilities

4.1 The Customer is responsible for ensuring safe and reasonable access to the collection point at the agreed time. This includes arranging necessary permissions, ensuring that parking is available where required, and informing us in advance of any obstacles or restrictions.

4.2 Waste must be presented in a safe and accessible manner. Where possible, items should be grouped together and clearly identified as intended for collection. The Customer must ensure that no dangerous or prohibited materials are mixed with other Waste.

4.3 The Customer must be present at the time of collection unless we have agreed in advance to proceed without the Customer being on-site. Where we have agreed to collect in the Customer’s absence, the Customer accepts responsibility for providing clear instructions and safe access.

4.4 If we are unable to access the premises or complete the collection due to circumstances within the Customer’s control, we may charge a wasted journey fee or a minimum call-out charge.

5. Payments and Charges

5.1 All prices are quoted in pounds sterling and are exclusive of any applicable taxes or surcharges unless otherwise stated. We reserve the right to change our rates at any time, but such changes will not affect confirmed bookings that have already been accepted.

5.2 Payment terms will be communicated at the time of booking. For most residential and smaller commercial bookings, payment is due on or before completion of the collection, typically by debit card, credit card, or other accepted payment methods. For approved business customers, we may offer invoicing with agreed credit terms.

5.3 We may require full or partial payment in advance for certain bookings, including larger clearances, repeat services, or where specialist arrangements are required.

5.4 Where the actual volume, weight, or nature of the Waste collected differs from that on which the original price was based, we may adjust the final charge accordingly. The Customer will be informed of any price adjustment before work proceeds beyond the initial agreed scope, where reasonably possible.

5.5 If the Customer fails to make payment by the due date, we reserve the right to charge interest on overdue amounts and to recover any reasonable costs associated with debt collection, including legal and administrative expenses.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by giving us reasonable notice prior to the scheduled collection time. We will set out our standard notice periods and any applicable charges at the time of booking.

6.2 If the Customer cancels the booking within a short period before the agreed time, we may charge a cancellation fee to cover administrative costs, travel time, and lost opportunity. The level of any such fee will be communicated to the Customer and may depend on the size and nature of the booking.

6.3 If the Customer wishes to change the booking date, time, or scope of work, this is subject to availability and our agreement. We will use reasonable efforts to accommodate changes, but we are under no obligation to do so. Changes may result in an adjustment to the price.

6.4 We reserve the right to cancel or reschedule a booking due to operational issues, safety concerns, extreme weather, vehicle breakdown, staff shortages, or circumstances outside our reasonable control. Where possible, we will notify the Customer as soon as we become aware of the issue and will offer an alternative appointment or a refund of any pre-paid charges for services not carried out.

7. Waste Regulations and Prohibited Items

7.1 We operate in accordance with applicable UK waste management legislation, including requirements for licensing, duty of care, and responsible disposal. Collected Waste will be transported to authorised facilities such as recycling centres, transfer stations, or disposal sites.

7.2 The Customer is responsible for accurately describing the Waste and for declaring any items that may be hazardous or require special handling. Hazardous items may include, but are not limited to, chemicals, solvents, paints, asbestos, clinical waste, gas cylinders, certain electrical goods, and flammable or explosive materials.

7.3 We reserve the right to refuse collection of any Waste that we believe to be hazardous, prohibited, or non-compliant with relevant regulations. If such Waste is discovered during collection or after loading, we may unload it safely at the collection address or another agreed location and may charge additional fees for handling.

7.4 The Customer must not conceal hazardous or prohibited items within other Waste. If we incur extra costs, penalties, or liabilities as a result of misdescribed or undisclosed Waste, the Customer may be held responsible for those costs.

7.5 Where certain items require specialist disposal routes, we may offer additional services or recommend suitable arrangements, which may be subject to separate charges and terms.

8. Title and Responsibility for Waste

8.1 Responsibility for the Waste remains with the Customer until it is loaded onto our vehicle. Once we have accepted and loaded the Waste, responsibility for its proper transport and disposal passes to us, subject to these Terms and Conditions and the law.

8.2 The Customer warrants that they have the right to transfer the Waste to us and that the Waste is not stolen, unlawfully obtained, or subject to any third-party rights.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in providing the Services. However, to the fullest extent permitted by law, we exclude all warranties, conditions, and representations that are not expressly stated in these Terms and Conditions.

9.2 We will not be liable for any loss or damage arising from circumstances beyond our reasonable control, including but not limited to delays due to traffic, accidents, weather, public events, or actions of third parties.

9.3 While carrying out collections, reasonable care will be taken to avoid damage to property. The Customer should move or protect any fragile items, floor coverings, or surfaces that might be at risk during removal of bulky Waste. We are not responsible for normal wear and tear or for damage that could reasonably have been prevented by the Customer taking such precautions.

9.4 Our total liability for loss or damage, whether in contract, tort, or otherwise, arising out of or in connection with any single event or series of related events shall be limited to the total charges paid or payable by the Customer for the specific Services giving rise to the claim, unless otherwise required by law.

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

10. Customer Indemnity

10.1 The Customer agrees to indemnify and keep us indemnified against any claims, losses, damages, costs, or expenses suffered or incurred by us as a result of:

a. Misdescription of the Waste or failure to disclose hazardous items;

b. Breach of these Terms and Conditions by the Customer;

c. Any injury or damage arising from unsafe conditions at the Customer’s premises for which the Customer is responsible.

11. Data Protection and Privacy

11.1 We collect and process personal data such as names, contact details, and service information for the purpose of managing bookings, delivering Services, and handling accounts and queries.

11.2 Personal data will be handled in accordance with applicable data protection laws in the United Kingdom. We will not sell your personal data to third parties. Information may be shared with partners or subcontractors only where necessary to deliver the Services or comply with legal obligations.

12. Complaints and Dispute Resolution

12.1 If you are dissatisfied with any aspect of our Services, you should notify us as soon as reasonably possible, providing details of the issue and any relevant evidence.

12.2 We will investigate complaints in a fair and timely manner and, where appropriate, propose a remedy such as re-performing part of the Service, issuing a partial refund, or offering another reasonable solution.

12.3 If a dispute cannot be resolved through our internal process, either party may pursue their rights through the courts or other lawful means of dispute resolution.

13. Changes to These Terms and Conditions

13.1 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 that Contract. Any updated version will be made available upon request or via our usual communication channels.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

14.2 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 under them.

15. General Provisions

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

15.2 No failure or delay by either party in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy.

15.3 The Contract is between the Customer and the service provider only. No other person shall have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

15.4 By placing a booking and allowing us to collect Waste from your premises, you confirm that you have read, understood, and agree to these Terms and Conditions.