Rubbish Removal Hackney Service Terms and Conditions

These Terms and Conditions set out the basis on which Rubbish Removal Hackney provides rubbish removal and waste collection services. By making a booking, confirming a quotation, or allowing our operatives to commence work, you agree to be bound by these Terms and Conditions. Please read them carefully before using our services.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below.

Service means any rubbish removal, waste collection, clearance, loading, transportation, recycling, or associated work provided by Rubbish Removal Hackney.

Customer means any individual, business, landlord, agent, organisation, or other party that requests, books, or receives the Service.

Waste means any items, materials, rubbish, junk, furniture, appliances, garden waste, construction debris, or other substances presented for removal, excluding any prohibited or hazardous items.

Site means the premises, land, building, or location where the Service is to be performed.

Quotation means the price or estimated price for the Service as given by us prior to or at the time of booking, whether verbally, in writing, or by electronic communication.

2. Scope of Services

Rubbish Removal Hackney provides waste collection and removal services including, but not limited to, domestic rubbish removal, commercial waste clearances, bulky item collection, garden waste removal, and general property clearances. The exact scope of the Service will be as agreed between the Customer and us at the time of booking and as confirmed in the Quotation or confirmation communication.

We reserve the right to refuse to remove any Waste that, in our reasonable opinion, is hazardous, prohibited by law, unsafe to handle, inadequately packaged, or beyond the capabilities or limitations of the Service booked.

3. Booking Process

3.1 Bookings may be made by telephone, email, or other communication methods we make available. When making a booking, the Customer must provide accurate information, including the location of the Site, access details, type and approximate volume or weight of Waste, and any special circumstances that may affect the Service.

3.2 Any booking is subject to our acceptance and availability. We will confirm acceptance of a booking and provide a Quotation or estimated price along with an estimated date and time window for the Service. No contract is formed until we confirm the booking.

3.3 The Customer is responsible for ensuring that someone authorised is present at the Site at the agreed time to grant access and to confirm which items are to be removed. If no one is present, we may at our discretion either cancel the Service and charge a call-out fee or, where specifically authorised in advance, proceed with the Service based on prior instructions.

3.4 We may request photographs or descriptions of the Waste and the Site in order to provide a more accurate Quotation. Any Quotation provided without an on-site inspection is indicative only and may be subject to adjustment upon arrival, based on actual Waste volume, weight, nature, or access conditions.

4. Quotations and Pricing

4.1 Quotations are based on the information supplied by the Customer and may take into account estimated volume, weight, type of Waste, labour time, access to the Site, and any disposal or recycling charges. Quotations are exclusive of any additional charges that may arise due to unforeseen circumstances or variations from the information originally provided.

4.2 If on arrival it becomes apparent that the Waste or the Site differs materially from that described at the time of booking, we reserve the right to revise the Quotation. If the Customer does not accept the revised price, we may cancel the Service and a reasonable attendance or call-out charge may be applied.

4.3 Unless expressly stated otherwise, all prices are in pounds sterling and are inclusive of applicable UK taxes such as VAT where charged.

5. Payments and Invoicing

5.1 Payment is due on completion of the Service, unless otherwise agreed in writing in advance. We may, at our discretion, require full or partial payment prior to commencing the Service, particularly for larger or commercial clearances.

5.2 Payment may be made by cash, bank transfer, card, or other available methods as advised at the time of booking. The Customer is responsible for ensuring that funds are available and that payment can be processed at the time required.

5.3 Where we agree credit terms with a business Customer, invoices shall be payable within the period specified on the invoice. If no period is stated, payment is due within 14 days from the invoice date.

5.4 We reserve the right to charge interest on overdue amounts at the statutory rate applicable under UK law, accruing daily from the due date until payment is received in full. The Customer may also be liable for reasonable debt recovery costs.

5.5 Ownership of any Waste removed passes to us only once the Service is completed and payment has been received in full, subject to any applicable waste regulations.

6. Cancellations, Amendments and Waiting Time

6.1 The Customer may cancel or amend a booking by providing us with reasonable notice, by telephone or email, during our normal working hours.

6.2 If the Customer cancels more than 24 hours before the scheduled attendance time, no cancellation fee will normally apply. If the Customer cancels within 24 hours of the scheduled time, we reserve the right to charge a cancellation fee to cover our reasonable costs and lost opportunity.

6.3 If we attend the Site at the agreed time and are unable to gain access, or if the Waste to be collected is not available or differs substantially from the agreed description and the Service cannot proceed, we may treat the booking as cancelled by the Customer and charge a call-out or cancellation fee.

6.4 If the Customer wishes to amend the booking, including changes to the amount or type of Waste, the Site, or the timing of the Service, we will try to accommodate such changes but cannot guarantee availability. Amendments may result in an adjusted Quotation or rescheduling.

6.5 Where our operatives are kept waiting beyond a reasonable period due to circumstances within the Customer's control, we may charge an additional waiting-time fee, calculated in accordance with our current rates.

7. Customer Obligations

7.1 The Customer must ensure safe, reasonable, and legal access to the Site, including any necessary parking permissions, entry codes, or gate access. Any parking fees, congestion charges, or similar costs incurred in order to provide the Service may be charged to the Customer.

7.2 The Customer must clearly identify the Waste to be removed and ensure that no items to be retained are mixed with the Waste. Our operatives will take reasonable care to clarify what is to be removed, but the final responsibility rests with the Customer.

7.3 The Customer warrants that they either own the Waste or have the full authority of the owner to arrange its removal and disposal.

7.4 The Customer must not present for removal any items that are prohibited, hazardous, or illegal to handle or transport, including but not limited to certain chemicals, asbestos, clinical waste, gas cylinders, explosives, or highly flammable substances, unless specifically agreed in writing and in compliance with legal requirements.

8. Our Responsibilities and Service Standards

8.1 We will use reasonable skill and care in providing the Service and will endeavour to carry out waste collection and rubbish removal in an efficient and professional manner.

8.2 We will make reasonable efforts to attend the Site at the agreed time, but any collection time given is an estimate only. Circumstances such as traffic, weather, or operational issues may lead to delays. We shall not be liable for minor delays that do not materially affect the overall performance of the Service.

8.3 We will transport and dispose of Waste collected in accordance with applicable UK waste management legislation and best practice, using licensed facilities or transfer stations as required.

8.4 We will endeavour to maximise the reuse and recycling of materials where practicable, but we give no guarantee as to the proportion of Waste that will be reused or recycled.

9. Waste Regulations and Compliance

9.1 Rubbish Removal Hackney operates in accordance with relevant environmental and waste management laws and regulations in the United Kingdom, including duties relating to the storage, transport, and disposal of controlled waste.

9.2 The Customer acknowledges their duty of care regarding Waste and agrees to provide accurate information about the nature and composition of the Waste so that it can be handled and disposed of safely and legally.

9.3 We reserve the right to refuse, separate, or reclassify Waste where necessary to comply with legal or regulatory obligations. Additional charges may apply for handling Waste that requires special treatment or disposal routes.

9.4 Where required by law, we may issue or obtain waste transfer documentation or similar records. The Customer agrees to cooperate in providing any necessary information to complete such documentation.

10. Liability and Limitations

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

10.2 Subject to the paragraph above, our total liability to the Customer arising out of or in connection with the Service, whether in contract, tort, or otherwise, shall not exceed the total price paid or payable for the specific Service giving rise to the claim.

10.3 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 the Service.

10.4 The Customer is responsible for ensuring that floors, walls, doorways, and other surfaces are adequately protected if they may be susceptible to damage during the removal of bulky or heavy items. While our operatives will exercise reasonable care, we cannot be held liable for superficial or cosmetic damage to décor, plaster, paint, or floor coverings arising from the normal execution of the Service, unless caused by our negligence.

10.5 We shall not be responsible for any loss or damage resulting from inaccurate, incomplete, or misleading information supplied by the Customer, or from the presence of hidden defects, structural weaknesses, or unsafe conditions at the Site that are not apparent upon reasonable inspection.

11. Insurance

11.1 We maintain appropriate insurance cover in line with industry standards for the type of services we provide. Details of our insurance can be made available to Customers on reasonable request.

11.2 It is the Customer's responsibility to ensure they hold any additional insurance they deem necessary for their own property or business, particularly in relation to items left on site or any interruption to their activities.

12. Complaints

12.1 If the Customer is dissatisfied with any aspect of the Service, they should notify us as soon as reasonably possible, providing full details of the issue and any supporting evidence.

12.2 We will investigate complaints in a fair and timely manner and, where appropriate, may offer to rectify the issue, provide a partial refund, or take other reasonable steps. Our liability in respect of any complaint shall remain subject to the limitations set out in these Terms and Conditions.

13. Force Majeure

13.1 We shall not be liable for any failure or delay in performing the Service where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to severe weather, accidents, strikes, industrial disputes, acts of terrorism, breakdown of equipment, or changes in law or regulation.

14. Data Protection and Privacy

14.1 We will collect and use personal information provided by the Customer in connection with the booking and delivery of the Service, including contact details, Site address, and payment information, in accordance with applicable data protection laws.

14.2 Personal data will be used for administration, customer service, invoicing, and to meet legal obligations. We will take reasonable steps to keep such data secure and will not share it with third parties except where required to deliver the Service, process payments, or comply with legal requirements.

15. Variations to these Terms

15.1 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 the Service in question.

15.2 Any variation to these Terms and Conditions requested by the Customer shall be ineffective unless agreed in writing by an authorised representative of Rubbish Removal Hackney.

16. Severability

16.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid, unlawful, or unenforceable, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

17. Governing Law and Jurisdiction

17.1 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.

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 these Terms and Conditions or the Service.

By proceeding with a booking or using our rubbish removal and waste collection services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.