Waste Removal Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Surrey 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 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 waste removal or associated services from Waste Removal Surrey.

Company, we, us or our means Waste Removal Surrey, the service provider.

Services means any waste removal, waste collection, bulky item collection, recycling, clearance, or related services provided by the Company.

Waste means any items, materials or substances presented by the Customer for collection and disposal or recycling.

Booking means any confirmed request for Services made by or on behalf of the Customer.

2. Scope of Services

Waste Removal Surrey provides waste collection and removal services for households, landlords, businesses and other organisations. Our services may include general waste removal, garden waste, bulk item collection, light construction waste collection and recycling where suitable. The exact scope of each Job will be as agreed at the time of booking.

We reserve the right to refuse to collect certain items or materials including, but not limited to, hazardous or dangerous substances, clinical or medical waste, asbestos, chemicals, solvents, gas bottles, pressurised containers, liquids in unsealed containers, and any items that in our reasonable opinion pose a risk to health, safety or the environment.

3. Booking Process

A Booking may be made by telephone, email, online form, or any other method we make available. When placing a Booking, the Customer must provide accurate information about the type and approximate volume or weight of waste, access conditions and location.

Any quote given prior to attendance is based on the information supplied by the Customer and is an estimate only. If, on arrival, the type or quantity of waste differs from that described at the time of booking, we may adjust the price, decline part of the collection, or cancel the Job if it is unsafe or not feasible.

A Booking is only confirmed when we have accepted it and provided a collection date or time window. We do not guarantee specific time slots unless expressly agreed. Time is not of the essence for the performance of the Services, although we will use reasonable efforts to attend within the agreed timeframe.

4. Access and Customer Obligations

The Customer must ensure that our staff and vehicles have clear, safe and reasonable access to the property and the waste to be collected at the agreed time. This includes providing correct address details, any necessary access codes or instructions, and ensuring that any parking restrictions are managed where possible.

The Customer is responsible for obtaining any permits, consents or approvals required for us to access the premises, including parking permits for collection vehicles if needed. Any parking fines or penalties incurred due to incorrect information or omissions by the Customer may be added to the Customer’s bill.

The Customer must ensure that waste is presented in a safe manner, without sharp, hazardous, or leaking items left exposed. We may refuse to collect any waste that we consider unsafe to handle.

5. Estimates, Quotes and Pricing

Prices for our waste collection services may be provided as fixed quotes or estimates based on the information supplied. Where we provide an estimate, the final price will be confirmed once our staff have inspected the waste on site. If the actual volume, weight or nature of the waste differs from that described, we may revise the price accordingly.

All prices are quoted in pounds sterling and are exclusive of any applicable taxes unless otherwise stated. We reserve the right to adjust our prices at any time, but such changes will not affect confirmed Bookings that have already been accepted, except where the description of waste proves to be inaccurate or incomplete.

6. Payments and Invoicing

Payment terms will be confirmed at the time of booking. For most residential customers, payment is due either at the time of booking or immediately upon completion of the collection, depending on the payment method agreed. We may accept payment by card, bank transfer, or other methods as notified to the Customer.

For business and account Customers, payment terms may be set out on the invoice or other written agreement. Unless otherwise agreed, invoices are payable within the specified period stated on the invoice. We reserve the right to charge interest and reasonable recovery costs on late payments, in accordance with applicable UK law.

Where payment is not received as required, we may suspend further services to the Customer until all outstanding amounts are settled in full.

7. Cancellations and Amendments

The Customer may cancel or amend a Booking by contacting us as soon as possible. Cancellations or significant changes made with reasonable notice before the scheduled collection time may not incur a fee. However, we reserve the right to charge a cancellation fee where a Booking is cancelled or materially changed at short notice, particularly if our vehicle or crew has already been dispatched.

If we attend the property at the agreed time and are unable to complete the collection due to lack of access, incorrect address details, or the Customer’s failure to present the waste, we may treat this as a failed collection and charge a call-out fee to cover our costs.

We may cancel or reschedule a Booking where we are unable to perform the Services due to circumstances beyond our reasonable control, including severe weather, vehicle breakdown, accidents, staff illness, or legal restrictions. In such cases, we will use reasonable efforts to notify the Customer and rearrange the collection at a mutually convenient time. We shall not be liable for any loss or inconvenience arising from such cancellation or delay, provided we act reasonably.

8. Waste Ownership, Handling and Disposal

Ownership of waste transfers to the Company once it is loaded onto our vehicle, provided full payment is made as required. Prior to loading, the waste remains the property and responsibility of the Customer.

We will handle, transport and dispose of or recycle waste in accordance with applicable UK waste management legislation and best practice. This may include segregation of materials, delivery to licensed waste transfer stations, recycling centres or landfill sites, and compliance with relevant duty of care requirements.

The Customer confirms that the waste presented for collection belongs to them or that they have full authority of the owner to arrange for its removal and disposal. The Customer also confirms that the waste does not contain prohibited or hazardous materials that have not been disclosed in advance.

9. Compliance with Waste Regulations

Waste Removal Surrey operates in compliance with UK waste regulations and will take all reasonable steps to ensure that waste is disposed of legally and responsibly. We may issue or retain relevant documentation relating to collections, such as waste transfer notes, as required by law.

The Customer agrees not to request or permit any action by our staff that would breach waste management regulations, including fly-tipping or dumping of waste in unauthorised locations. We reserve the right to refuse to carry out any instruction that we believe would be illegal or unsafe.

The Customer acknowledges that we may be required by law or regulatory authorities to provide information about waste collections, including details of the waste and the source, and consents to us disclosing such information where legally obliged to do so.

10. Customer Warranties

The Customer warrants that all information provided to us in relation to the waste and the location is true, accurate and not misleading. The Customer also warrants that the waste presented is not contaminated with hazardous materials and does not include items that we have expressly excluded from our services.

If the Customer provides false or incomplete information that leads to additional costs, legal exposure, or safety risks, the Customer may be held responsible for all resulting losses, expenses or claims incurred by the Company.

11. Liability and Limitations

We will exercise reasonable care and skill in providing the Services. However, we shall not be liable for any indirect, consequential or purely economic loss arising out of or in connection with our Services, including loss of profit, business interruption, loss of data or loss of opportunity, whether arising in contract, tort or otherwise.

Our total liability to the Customer in respect of any claim arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the total amount paid or payable for the specific Job giving rise to the claim.

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

12. Damage to Property

Our staff will take reasonable care when accessing the Customer’s premises and removing waste. However, the Customer should take steps to protect floors, driveways, walls or other surfaces that may be at risk during the collection, especially where heavy or bulky items are involved.

We shall not be liable for any damage to driveways, paths, access roads or surfaces where our vehicles are directed to park or manoeuvre by or on behalf of the Customer, provided we have taken reasonable care in following those directions.

Any claim for damage to property must be reported to us in writing as soon as reasonably practicable and in any event within a reasonable time from completion of the Job, with supporting evidence where possible.

13. Insurance

Waste Removal Surrey maintains appropriate insurance cover for its operations as required by law and industry standards. Details of our insurance may be provided upon reasonable request.

14. Events Beyond Our Control

We shall not be liable for any delay or failure to perform our obligations under these Terms and Conditions where such delay or failure is due to events beyond our reasonable control, including but not limited to extreme weather, natural disasters, fire, flood, industrial disputes, acts of terrorism, war, road closures, government restrictions or failure of utilities.

Where such an event occurs, we will use reasonable efforts to minimise disruption and to resume normal service as soon as practicable.

15. Data Protection and Privacy

In the course of providing waste collection services, we may collect and process personal data relating to Customers, such as contact details, addresses and payment information. We will handle such data in accordance with applicable data protection laws in the UK and will only use it for the purposes of managing Bookings, providing Services, processing payments and meeting our legal obligations.

We will not sell or disclose Customer data to third parties except where necessary to provide the Services, enforce our rights, comply with the law, or where the Customer has given consent.

16. Complaints and Disputes

If you are dissatisfied with any aspect of our waste removal service, you should contact us as soon as possible with details of your concern. We will investigate and aim to resolve complaints promptly and fairly.

In the event that a dispute cannot be resolved directly, both parties agree to consider reasonable methods of alternative dispute resolution before commencing formal legal proceedings, where appropriate and practicable.

17. Amendments to Terms and Conditions

We reserve the right to amend these Terms and Conditions from time to time. Any changes will take effect when published or otherwise communicated to Customers and will apply to Bookings made after that date. It is the Customer’s responsibility to review the current Terms and Conditions prior to booking services.

18. Severability

If any provision or part-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 deleted, but this shall not affect the validity and enforceability of the remaining provisions.

19. Entire Agreement

These Terms and Conditions, together with any specific written agreement or booking confirmation, constitute the entire agreement between the Company and the Customer in relation to the Services and supersede all previous discussions, representations and arrangements, whether oral or written.

20. 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.

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, the Services or their subject matter.

By booking or using the waste collection services of Waste Removal Surrey, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.