Waste Removal Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Sutton provides waste collection, removal and disposal services to domestic and commercial customers. By booking a service with us, 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 person, company or organisation booking or receiving the services.

Services means any waste removal, collection, clearance, loading, transport, recycling or disposal service carried out by Waste Removal Sutton.

Waste means any materials, items, rubbish, junk, garden waste, construction waste or other discard that the Customer asks us to remove, subject to these Terms and Conditions and applicable waste regulations.

Agreement means the contract between the Customer and Waste Removal Sutton incorporating these Terms and Conditions and the details confirmed at the time of booking.

2. Scope of Services

Waste Removal Sutton provides waste collection and removal services, including but not limited to household waste clearance, garden waste removal, bulky item collection, light construction and refurbishment waste collection, and commercial waste removal. The precise scope of the Services for each job will be agreed at the time of booking based on the description provided by the Customer.

We reserve the right to refuse to collect any waste that we reasonably believe is hazardous, prohibited, incorrectly described, or not in compliance with applicable waste regulations and health and safety requirements.

3. Booking Process

3.1 Bookings may be made by telephone, email or through an online booking request. A booking is only considered confirmed once we have accepted it and provided you with confirmation of the date, approximate time window, and indicative price or pricing structure.

3.2 The Customer must provide accurate and complete information at the time of booking, including the type and approximate volume or weight of waste, the collection address, any access restrictions, parking requirements and any special handling needs. Our quotation and the time allocated for the job will be based on the information you provide.

3.3 If the actual waste to be collected or the site conditions differ significantly from the description provided at the time of booking, we may adjust the price, change the service level, or decline to complete all or part of the job. In such cases, we will explain the reason for any change and seek your agreement before proceeding.

3.4 Any time or date for the Services given by us is an estimate only. While we make reasonable efforts to arrive within the agreed time window, we do not accept liability for delays caused by traffic, weather, access issues, operational requirements or other circumstances beyond our reasonable control.

4. Access and Parking

4.1 The Customer is responsible for ensuring safe, reasonable and lawful access to the collection point on the agreed date and time. This includes arranging any necessary permissions for parking, entry to private land, or access through controlled areas.

4.2 If on arrival we cannot gain safe and lawful access to the site, or if suitable parking is not available, we may apply waiting charges, adjust the price to reflect additional labour, or in some cases cancel the job and apply a cancellation charge in accordance with these Terms and Conditions.

4.3 The Customer must ensure that the collection area is reasonably clear and that waste is accessible. We are not obliged to move items that are fixed, structurally attached, or otherwise unsafe to remove.

5. Customer Responsibilities

5.1 The Customer shall:

Provide accurate information regarding the nature, quantity and location of the waste.

Ensure that no prohibited, hazardous or controlled waste is presented unless we have expressly agreed in writing to handle it and are suitably licensed to do so.

Secure all necessary permissions or consents for waste collection from the property, including any third party or landlord consents where applicable.

Ensure that children, pets and unauthorised persons are kept at a safe distance from the working area during the Services.

5.2 The Customer warrants that they either own the waste or have the authority of the owner to request its removal.

6. Waste Types and Regulations

6.1 Waste Removal Sutton operates in accordance with applicable UK waste regulations, including duty of care requirements. We take reasonable steps to ensure that waste collected is transported and disposed of by licensed facilities and in a compliant manner.

6.2 Unless expressly agreed in advance, we do not collect certain categories of waste, including but not limited to:

Asbestos or materials containing asbestos.

Chemicals, solvents, oils, fuels or other hazardous liquids.

Clinical, medical or infectious waste.

Pressurised containers such as gas cylinders or fire extinguishers, unless agreed.

Explosives, firearms or ammunition.

6.3 If we discover prohibited or hazardous waste amongst the materials presented for collection, we may refuse to handle it, require its removal from the load, or terminate the service. Any additional costs incurred in safely dealing with such waste may be charged to the Customer.

6.4 Once collected, waste becomes the property of Waste Removal Sutton, and we may reuse, recycle, process or dispose of it in accordance with applicable law and our operational practices.

7. Pricing and Quotations

7.1 Prices are based on factors including the type and volume of waste, the labour required, access conditions, loading time, and disposal or recycling costs. Quotations may be provided as fixed prices, price ranges, or as guide prices based on the information supplied by the Customer.

7.2 All prices are stated exclusive of VAT unless otherwise indicated. VAT will be charged at the prevailing rate where applicable.

7.3 If, upon arrival, the waste volume, type or site conditions differ from those described at the time of booking, we reserve the right to adjust the price. Where possible, we will agree any revised pricing with you before work continues.

8. Payments

8.1 Payment is due on completion of the Services unless otherwise agreed in writing in advance. We may require full or partial payment prior to or at the time of collection, particularly for new or one-off Customers.

8.2 We accept common forms of payment including debit card, credit card, bank transfer and, by prior agreement, business account invoicing. Cash payments may be accepted at our discretion.

8.3 Where we have agreed to invoice a business Customer, payment shall be made in full within the terms stated on the invoice. If no terms are stated, payment is due within 14 days of the invoice date.

8.4 If the Customer fails to pay any sum due, we reserve the right to charge interest on the overdue amount at the statutory rate and to recover any reasonable costs incurred in pursuing the debt, including legal and collection expenses.

9. Cancellations and Amendments

9.1 The Customer may cancel or amend a booking by giving us notice by telephone or email. The following cancellation terms apply unless otherwise specified in writing:

Cancellations made more than 24 hours before the agreed arrival window will normally incur no charge.

Cancellations made within 24 hours of the agreed arrival window may incur a cancellation fee to cover administrative and scheduling costs.

If our team arrives at the site at the agreed time and is unable to carry out the work due to access issues, incorrect information, or the Customer not being present where required, we may treat the job as cancelled on arrival and apply a callout or cancellation fee.

9.2 Any request to change the date, time, or scope of the Services is subject to availability. Where changes materially affect the cost or viability of the job, we will provide an updated quotation and seek your acceptance before proceeding.

10. Service Performance and Limitations

10.1 We will perform the Services with reasonable care and skill, consistent with industry practice and health and safety standards.

10.2 We are not responsible for clearing items that the Customer or site representative has not expressly identified as waste. The Customer must clearly separate or identify waste items to be removed and retain any items that are not to be taken away.

10.3 We will take reasonable care to avoid damage when moving items on or from the property. However, the Customer is responsible for protecting flooring, walls, doorways and other surfaces where large or heavy items must be moved through tight or awkward spaces. We may refuse to move items where we reasonably believe damage is likely.

11. Liability

11.1 Nothing in these Terms and Conditions limits or excludes 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 limited or excluded under UK law.

11.2 Subject to that, our total liability to the Customer in respect of any loss or damage arising out of or in connection with the Services or the Agreement, whether in contract, tort, negligence or otherwise, shall not exceed the total price paid or payable by the Customer for the specific job giving rise to the claim.

11.3 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of use, or loss of opportunity, arising in connection with the Services or the Agreement.

11.4 We are not responsible for any loss or damage resulting from inaccurate or incomplete information provided by the Customer, nor for any items mistakenly presented as waste.

11.5 The Customer is responsible for ensuring that any items of value or sentimental importance are removed from the waste area before our team begins work. We accept no liability for items discarded as waste once removed.

12. Complaints

12.1 If you are dissatisfied with any aspect of our Services, you should contact us as soon as possible, providing full details of the issue, the date of service and any supporting information.

12.2 We will investigate complaints in a fair and timely manner and, where appropriate, may offer a remedy such as a partial refund, a re-visit, or another form of resolution at our discretion and in line with our legal obligations.

13. Data Protection and Privacy

13.1 We collect and process personal data necessary to manage bookings, deliver services, issue invoices and communicate with Customers. We handle such data in accordance with applicable data protection laws in the UK.

13.2 Personal information will not be sold to third parties. It may be shared with service partners or subcontractors where necessary to perform the Services, and with regulators or authorities where required by law.

14. Subcontracting

14.1 Waste Removal Sutton may use trusted subcontractors or partner carriers to perform some or all of the Services, while remaining responsible for the overall performance of the Agreement.

14.2 These Terms and Conditions shall apply to any services provided by subcontractors on our behalf as if performed directly by Waste Removal Sutton.

15. Force Majeure

15.1 We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including but not limited to extreme weather, traffic disruption, strikes, lockouts, accidents, equipment failure, acts of government or public authorities, or other force majeure events.

15.2 In such circumstances we will take reasonable steps to notify the Customer and to resume the Services as soon as reasonably possible.

16. Variations to Terms

16.1 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 Agreement.

16.2 Any changes to these Terms and Conditions that are specific to a particular booking will be set out in writing in the booking confirmation or related correspondence.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any Agreement between the Customer and Waste Removal Sutton are governed by and shall be construed in accordance with the laws of England and Wales.

17.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Services, these Terms and Conditions or any Agreement between us.

18. Severability

18.1 If any provision of these Terms and Conditions is determined by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed removed to the extent necessary. The remaining provisions shall continue in full force and effect.

19. Entire Agreement

19.1 These Terms and Conditions, together with any booking confirmation and agreed written variations, constitute the entire agreement between the Customer and Waste Removal Sutton in relation to the Services and supersede any prior discussions, understandings or representations.

By placing a booking with Waste Removal Sutton, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.