Rubbish Collection Sutton Service Terms and Conditions

These Terms and Conditions set out the basis on which Rubbish Collection Sutton provides rubbish removal and waste collection services to domestic and commercial customers in our service area. By booking a service, you agree that you have read, understood and accepted these Terms and Conditions. Please read them carefully before placing any booking.

1. Definitions

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

1.1 Service means any rubbish collection, waste removal, clearance, recycling, loading, transportation, or ancillary service provided by Rubbish Collection Sutton.

1.2 Customer means the person, company or organisation requesting or accepting the Service.

1.3 Premises means the property, building, land or site where the Service is to be carried out.

1.4 Waste means any items, materials, rubbish, debris, junk or other goods selected by the Customer for removal as part of the Service and which are legally acceptable for collection and disposal under applicable waste regulations.

1.5 Contract means the agreement between Rubbish Collection Sutton and the Customer for the provision of the Service, incorporating these Terms and Conditions and any written confirmation provided at the time of booking.

2. Scope of Service

2.1 Rubbish Collection Sutton provides scheduled and one-off waste collection, household rubbish removal, garden waste clearance, light commercial rubbish clearance, and related loading and transportation services within our operating area.

2.2 The exact scope of the Service, including estimated volume of Waste, type of items to be removed, and any access requirements, will be agreed at the time of booking or on arrival at the Premises before work commences.

2.3 We reserve the right to decline any Service, or to exclude particular items from a collection, where it would be unsafe, unlawful, unsuitable for transport, or outside the scope of our standard rubbish collection operations.

3. Booking Process

3.1 A booking may be made by telephone, email, or through any other booking method we make available. The person placing the booking confirms that they are authorised to do so on behalf of the Customer.

3.2 When making a booking, the Customer must provide accurate information, including the Premises address, contact details, parking or access restrictions, the general type and approximate amount of Waste, and any items requiring special handling.

3.3 Any quote given prior to arrival is typically based on the Customer's description of the Waste. Quotes are indicative only and may be revised on site if the actual Waste differs in type, volume or weight from the description provided, or if access proves more difficult than disclosed.

3.4 A booking is only confirmed when we issue a verbal or written confirmation and, where required, the Customer has accepted any estimate or price range provided. We may require an advance payment or deposit to secure the booking.

3.5 The Customer is responsible for ensuring that someone with appropriate authority is present at the Premises at the agreed time to grant access, confirm the items to be removed, agree any revised charges if applicable, and make payment if required on completion.

4. Arrival Times and Access

4.1 Any arrival time or collection window given is an estimate only. While we make reasonable efforts to attend within the stated time, delays can occur due to traffic, previous jobs and other factors outside our control. We will not be liable for any loss arising from delays, but we will notify the Customer where reasonably possible if we expect to be significantly delayed.

4.2 The Customer must ensure suitable access to the Premises at the agreed time, including any necessary parking arrangements, permits, gate codes, or instructions to building managers or neighbours.

4.3 If our vehicle cannot be parked within reasonable distance of the Premises, or access is restricted, unsafe or not as described at the time of booking, we may either cancel the Service or make an additional charge to cover extra time and labour required.

4.4 Where we cannot carry out the Service due to lack of access or absence of an authorised person on site, we reserve the right to charge a missed collection or call-out fee.

5. Waste Types and Prohibited Items

5.1 The Customer is responsible for ensuring that the items presented for rubbish collection are suitable for standard waste handling and disposal and are not hazardous unless specifically agreed in advance.

5.2 We do not ordinarily collect the following prohibited items: asbestos, clinical or medical waste, chemicals, solvents, oils, pressurised containers, gas bottles, explosives, highly flammable materials, radioactive materials, or any other items restricted by law or beyond our licence or competence to handle.

5.3 We may agree, by prior arrangement, to collect certain items that require special handling, subject to additional charges and legal requirements. This is at our sole discretion.

5.4 The Customer warrants that all Waste handed over to us is their own property or that they have the right and authority to dispose of it. The Customer shall indemnify us against any claim by a third party alleging ownership or wrongful removal of items.

6. Pricing, Estimates and Payment

6.1 Our charges are typically based on the volume and type of Waste removed, the weight where applicable, and the time and labour required. Additional charges may apply for difficult access, heavy items, staircase work, or out-of-hours collections.

6.2 Any estimate given prior to arrival is an approximation based on information supplied by the Customer and does not form a binding quote. The final price will be confirmed on site once we have inspected the Waste.

6.3 Prices are quoted inclusive or exclusive of VAT as stated at the time of booking. If VAT is chargeable, it will be added at the applicable rate.

6.4 Payment is due immediately on completion of the Service unless otherwise agreed in writing in advance. We accept the payment methods notified to the Customer at the time of booking or on our documentation.

6.5 For business Customers with agreed credit terms, invoices are payable within the period specified on the invoice. We reserve the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK law.

6.6 We may refuse to remove Waste or leave the Premises until payment has been made, unless we have agreed credit terms in advance. Title to the Waste only passes to us once payment has been received in full.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a booking by contacting us using the details provided at the time of booking.

7.2 If the Customer cancels more than 24 hours before the agreed arrival time, we will normally cancel the Service without charge, except for any non-refundable costs we have already incurred such as special disposal arrangements.

7.3 If the Customer cancels within 24 hours of the agreed arrival time, we reserve the right to charge a reasonable cancellation fee to cover our administrative and scheduling costs.

7.4 If we attend the Premises and are unable to complete the Service due to circumstances within the Customer's control, including lack of access or refusal to accept a reasonable revised price following a change in the description of Waste, we may charge a call-out or missed collection fee.

7.5 We may cancel or postpone a booking at any time if it becomes impractical or unsafe to carry out the Service, if the Customer is in breach of these Terms and Conditions, or due to events outside our reasonable control. In such cases, any pre-paid charges for unperformed services will be refunded or the Service will be rescheduled, at the Customer's choice.

8. Customer Obligations

8.1 The Customer must provide accurate information at the time of booking and on arrival regarding the nature, volume and location of the Waste, as well as any relevant risks or hazards.

8.2 The Customer must ensure that the area where the Waste is located is safe and reasonably clear for our staff to work. We may decline to handle items that present an unacceptable risk to health and safety.

8.3 The Customer agrees to segregate or identify any items they do not wish to be removed. We will not be responsible for the removal of any items that were not clearly indicated as to be retained.

8.4 The Customer must comply with all reasonable instructions given by our staff during the Service to facilitate safe and efficient rubbish collection.

9. Liability and Limitations

9.1 We will exercise reasonable care and skill in carrying out the Service. However, the Customer acknowledges that rubbish collection and waste clearance may involve moving bulky items through confined spaces, which carries a risk of minor damage or scuffing.

9.2 We shall not be liable for any pre-existing damage to the Premises or contents, or for damage that arises from inherent defects, poor construction, or unsafe conditions at the Premises.

9.3 Our liability for direct loss or damage caused by our negligence or breach of contract shall be limited to the lower of the cost of repair or replacement of the damaged property, subject to an overall cap equal to the price paid or payable for the Service that gave rise to the claim.

9.4 We shall not be liable for any loss of profit, loss of business, loss of use, consequential or indirect loss, whether arising in contract, tort, or otherwise, even if such loss was reasonably foreseeable.

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

10. Waste Handling and Environmental Compliance

10.1 Rubbish Collection Sutton is committed to responsible waste management, recycling and compliance with applicable waste regulations in the United Kingdom.

10.2 Once Waste has been collected and payment received, it will be transported to authorised facilities for reuse, recycling, recovery or disposal in accordance with environmental legislation and any applicable duty of care requirements.

10.3 We may take photographs or maintain records related to Waste collections to demonstrate compliance with waste regulations and for our own operational purposes.

10.4 The Customer acknowledges that we may separate, recycle, or otherwise process Waste at our discretion after collection. The Customer will have no claim to any value that might be obtained from reuse, recycling, or sale of recovered materials.

11. Complaints and Disputes

11.1 If the Customer is dissatisfied with any aspect of the Service, they should contact us as soon as reasonably possible, providing full details and any supporting information.

11.2 We will investigate complaints fairly and promptly, and aim to respond within a reasonable timeframe. We may request access to the Premises to inspect any alleged damage or shortfall in the Service.

11.3 Where a complaint is upheld, we may, at our discretion, provide a partial refund, re-perform the Service, repair damage, or offer another appropriate remedy.

12. Data Protection and Privacy

12.1 We collect and use personal data necessary to accept bookings, provide the Service, take payment, and manage our relationship with Customers, in accordance with applicable UK data protection law.

12.2 Customer information may be shared with our staff, contractors, insurers, payment providers and other third parties where reasonably required to provide the Service, process payments, handle claims, or comply with legal obligations.

12.3 We will take reasonable steps to keep Customer data secure and will retain it only for as long as necessary for the purposes described above or as required by law.

13. Force Majeure

13.1 We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events, circumstances or causes beyond our reasonable control, including but not limited to extreme weather, road closures, industrial action, accidents, fire, flood, or changes in law or regulatory requirements.

13.2 In such cases, we may suspend the Service for the duration of the event or cancel the Contract without liability, subject to refunding any charges paid for services not performed.

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 booking will apply to that particular Contract.

14.2 Any variation to these Terms and Conditions requested by the Customer will only be effective if expressly agreed in writing by an authorised representative of Rubbish Collection Sutton.

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 Service, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 The parties 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 their subject matter.

16. General Provisions

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

16.2 No failure or delay by us in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.

16.3 The Contract is between Rubbish Collection Sutton and the Customer. No other person shall have any rights to enforce any of its terms.

16.4 These Terms and Conditions, together with any written confirmation or agreed quotation, constitute the entire agreement between the parties and supersede all prior discussions, correspondence or understandings relating to the Service.