Waste Collection Surrey Terms and Conditions

These Terms and Conditions set out the basis on which Waste Collection Surrey provides waste collection and related services to domestic and commercial customers. By making a booking, paying an invoice, or allowing our operatives to collect waste from your premises, you agree to be bound by these Terms and Conditions.

1. Definitions and Interpretation

In these Terms and Conditions, the following words have the meanings given below:

Customer means the person, company or organisation requesting waste removal or related services.

Services means any waste collection, removal, loading, transportation, disposal, recycling, clearance, or related services provided by us.

Premises means the property or site at which the Services are to be provided.

Waste means the items, materials, rubbish, refuse, bulky waste, recycling or other matter presented for collection, excluding any prohibited or hazardous items as set out in these Terms and Conditions.

We, us and our mean Waste Collection Surrey, the service provider.

By using our Services, you acknowledge that you have read, understood and agree to these Terms and Conditions in full.

2. Scope of Services

We provide waste collection and related services for household and commercial customers within our designated service area in Surrey and nearby locations. The exact services to be provided will be agreed at the time of booking and confirmed by message, email, or written quotation where applicable.

Our Services may include one-off collections, regular scheduled collections, bulky item removal, garden waste collection, light clearance work and similar activities. Any Services outside the agreed scope may be refused or may incur additional charges.

3. Booking Process

3.1 Bookings can be made by telephone, email or through our online enquiry channels where available. A booking is not confirmed until we have accepted it and provided a time window or scheduled date for the Service.

3.2 When placing a booking, you must provide accurate and complete information including the type and estimated volume or weight of waste, access details for the Premises, any parking restrictions, and any known risks or hazards.

3.3 Quotations are based on the information you provide. If, on arrival, the waste quantity, type or access conditions differ significantly from what was described, we reserve the right to revise the quotation, charge additional fees, or decline to provide the Service.

3.4 Time and date for collection will be agreed with you, subject to availability. Any collection times provided are estimates only and are not guaranteed. We will use reasonable endeavours to attend within the agreed time window but accept no liability for delays caused by traffic, weather, operational issues or other circumstances beyond our reasonable control.

4. Access and Parking

4.1 You are responsible for ensuring that our vehicles and operatives have safe, reasonable and lawful access to the Premises at the agreed collection time.

4.2 You must inform us of any access issues, including gated entries, security restrictions, height or width limits, narrow roads, or any other factors that may affect our ability to carry out the Service.

4.3 Where parking charges, permits or special arrangements are required to enable the collection, you must provide a suitable parking space or reimburse any parking fees or penalties we reasonably incur in connection with the Service, unless caused by our own negligence or non-compliance.

5. Customer Responsibilities

5.1 You must ensure that the Waste is ready for collection at the agreed time and that it is reasonably accessible, safely located and clearly separated from any items not intended for removal.

5.2 You must not include in the Waste any items categorised as hazardous or prohibited without our prior written agreement. Such items may include but are not limited to asbestos, medical waste, clinical waste, liquids, chemicals, solvents, oils, gas bottles, pressurised containers, explosives, flammable substances and certain electrical or electronic equipment.

5.3 You are responsible for obtaining any consents, permissions or approvals from landlords, neighbours, managing agents or local authorities that may be required to carry out the Service at the Premises.

5.4 You must provide accurate contact details and be contactable on the day of collection. If we are unable to complete the Service because we cannot gain access or cannot contact you, this may be treated as a late cancellation and charges may apply.

6. Pricing and Quotations

6.1 Our prices are normally based on the volume and type of waste, the labour involved, access conditions, and any disposal or recycling charges that apply.

6.2 We may provide an estimate in advance based on your description of the Waste and photographs where supplied. The final price will be confirmed by our operative on site once the Waste has been assessed.

6.3 If the actual volume, weight or type of waste differs from what was originally described, or if access is more difficult than stated, we may adjust the price accordingly. You will be informed of any change before we proceed. If you do not accept the revised price, we may cancel the Service and a call-out or cancellation charge may apply.

6.4 All prices quoted are exclusive of VAT unless expressly stated otherwise. If VAT is applicable, it will be charged at the prevailing rate.

7. Payment Terms

7.1 Payment is due on completion of the Service unless otherwise agreed in writing. We may require full or partial payment in advance for certain bookings, including large clearances or commercial contracts.

7.2 We accept payment by cash, debit or credit card, bank transfer or other methods as advised by us from time to time.

7.3 Where we have agreed credit terms with a commercial Customer, invoices are payable within the agreed period from the invoice date. We reserve the right to charge interest and late payment fees on overdue sums in accordance with applicable UK law.

7.4 Ownership of any waste removed passes to us only once payment has been received in full. However, regulatory responsibilities connected with the waste may transfer at the point of collection in line with applicable waste legislation.

8. Cancellations and Amendments

8.1 You may cancel or amend a booking by giving us at least 24 hours notice prior to the agreed collection time. No cancellation charge will usually apply if the required notice is given.

8.2 If you cancel or significantly amend a booking with less than 24 hours notice, we reserve the right to charge a reasonable cancellation or call-out fee to cover our costs, including any wasted travel or staffing expenses.

8.3 If we arrive at the Premises and are unable to complete the Service due to lack of access, incorrect information, unsafe conditions, or because the Waste is not ready for collection, this may be treated as a late cancellation and a charge may apply.

8.4 We may cancel or reschedule a booking where necessary due to operational reasons, safety concerns, adverse weather, vehicle breakdown, staff illness or other events beyond our reasonable control. In such circumstances we will endeavour to notify you as soon as reasonably practicable and to rearrange the Service at a mutually convenient time. We will not be liable for any loss or inconvenience arising from such cancellation or delay.

9. Waste Regulations and Compliance

9.1 We operate in accordance with applicable UK waste management legislation and regulations and will take reasonable steps to ensure that all Waste collected is transported and disposed of in a lawful and environmentally responsible manner.

9.2 We may issue a waste transfer note or similar documentation where required by law or by our internal procedures. You must retain any such documents for your records as required by regulation, particularly for commercial or trade waste collections.

9.3 We reserve the right to refuse to collect any Waste that, in our reasonable opinion, is hazardous, prohibited, not properly described, or presents an unacceptable risk to health, safety or the environment.

9.4 If prohibited, hazardous or incorrectly described Waste is presented for collection and is only identified after loading, we may make additional charges to cover the cost of safe handling, specialist disposal, or regulatory compliance. We may also return such Waste to you where lawful and practical to do so.

10. Health and Safety

10.1 We take health and safety seriously and our operatives will work in accordance with applicable regulations and internal safety procedures. You agree not to do anything that would put our staff, contractors or any other persons at risk during the provision of the Services.

10.2 We may stop work or refuse to proceed with a collection if we consider that conditions at the Premises are unsafe, unsanitary, structurally unsound, or otherwise inappropriate for the Services to be carried out safely. In such cases, a reasonable call-out or cancellation fee may be payable.

11. Damage and Liability

11.1 We will exercise reasonable care and skill in providing the Services. However, clearing waste and bulky items may involve movement of heavy or awkward objects in confined spaces, and there is an inherent risk of accidental damage.

11.2 We shall not be liable for any pre-existing damage to property, fixtures, fittings, surfaces or contents, or for damage that is reasonably unavoidable when undertaking the agreed work in a careful and competent manner.

11.3 You should remove or protect any fragile items, valuables or sensitive surfaces in the areas where we will be working. We accept no liability for loss of or damage to items that were not intended for removal but could not reasonably have been distinguished from the Waste due to their location or presentation.

11.4 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 which cannot be excluded under UK law.

11.5 Subject to the above, our total liability to you in respect of any claim arising out of or in connection with the Services shall be limited to the total price paid or payable for the specific Service giving rise to the claim.

11.6 We shall not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with our Services.

12. Complaints

12.1 If you are unhappy with any aspect of our Service, you should contact us as soon as possible, providing full details of your concerns and any supporting information.

12.2 We will investigate complaints in a fair and timely manner and may request additional information or photographs where needed. Where an issue is found with our Service, we will seek to resolve it by offering a remedy which may include re-attendance, a partial refund, or another appropriate solution at our discretion.

13. Data Protection and Privacy

13.1 We will collect and process personal information necessary to manage your booking, provide the Services, and administer our customer records.

13.2 Your details will be handled in accordance with applicable UK data protection laws. We will not sell your personal data to third parties and will only share information where necessary for the provision of the Services, legal compliance, or the protection of our legitimate interests.

14. Variation of Terms

14.1 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 particular Service.

14.2 Any changes will normally be published or made available on request. Continuing to use our Services after changes have been made indicates your acceptance of the updated Terms and Conditions.

15. Governing Law and Jurisdiction

15.1 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.

15.2 You and we agree that 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 provision of our Services.

By proceeding with a booking or allowing us to collect Waste from your Premises, you confirm that you have read, understood and agree to be bound by these Terms and Conditions.