Waste Removal Docklands Terms of Service

These Terms and Conditions set out the basis on which Waste Removal Docklands provides waste collection and related services to domestic and commercial customers. By booking any 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 given below:

Customer means the person, company or organisation requesting the services.

Services means any waste removal, rubbish clearance, recycling, collection, loading, transportation, or related services provided by Waste Removal Docklands.

Booking means a confirmed request by the Customer for the Services, whether made by telephone, email, online form or any other agreed method.

Waste means any items, materials, rubbish, junk or refuse that the Customer asks Waste Removal Docklands to collect, handle or dispose of, subject to applicable waste regulations.

Agreement means the contract between Waste Removal Docklands and the Customer for the provision of the Services, incorporating these Terms and Conditions.

2. Scope of Services

Waste Removal Docklands provides waste collection and removal services including, but not limited to, household waste clearance, office and commercial waste removal, bulky waste collection, and general rubbish clearance within our designated service area. The precise scope of the Services to be provided will be as agreed at the time of Booking.

We reserve the right to refuse to collect any Waste that we reasonably believe is prohibited, hazardous, not properly described, poorly packaged, unsafe to handle, or likely to cause damage, contamination or injury.

3. Booking Process

3.1 Bookings can be made by telephone, email or through our online booking process, where available. A Booking is only accepted when we confirm it to you, which may be done verbally or in writing.

3.2 The Customer must provide accurate and complete information at the time of Booking, including:

the collection address and any access details;

a description and estimated volume or weight of the Waste;

any special requirements, such as restricted access, time limits, or building restrictions;

contact details for someone who will be present at the collection.

3.3 Any quotation given prior to the collection is based on the information supplied by the Customer. If the actual Waste, access or circumstances differ from the information provided at Booking, we may adjust the price, apply additional charges, or decline to carry out part or all of the Services.

3.4 The Customer is responsible for ensuring that a person over the age of 18 is present at the collection address at the agreed time to grant access, confirm the work and approve any changes to the scope or price.

4. Service Times and Access

4.1 We will use reasonable endeavours to attend the collection address at the agreed date and time, but any times quoted are estimates only. We do not accept liability for delay caused by traffic, weather, access restrictions, third-party actions or other circumstances beyond our reasonable control.

4.2 The Customer must ensure there is safe, adequate and lawful access to the Waste and to any areas that our staff and vehicles need to use for loading. This includes arranging any necessary parking, permits, building access or permissions.

4.3 If we are unable to access the collection address or the Waste due to reasons within the Customer's control, we may charge a wasted journey fee or rebooking fee, and any further visit may be treated as a new Booking.

5. Pricing and Quotations

5.1 Prices are determined by factors including the estimated or actual volume and weight of the Waste, the type of materials, labour required, time spent on site, and any additional services requested.

5.2 Any quotation given before we arrive on site is an estimate only and is not binding. Once our staff have inspected the Waste and access conditions, we will confirm the final price before commencing work. If the Customer does not accept the revised price, we are not obliged to proceed with the Services.

5.3 All prices are quoted exclusive of any applicable VAT unless explicitly stated otherwise. If VAT applies, it will be charged at the prevailing rate on the date of the invoice.

6. Payment Terms

6.1 Payment is due in full on completion of the Services, unless we have agreed alternative payment terms in writing in advance.

6.2 We accept the forms of payment notified to you at the time of Booking or on our invoice, which may include cash, debit card, credit card or bank transfer.

6.3 For business Customers with approved credit accounts, payment must be made in accordance with the agreed credit terms. If no specific terms are agreed, payment must be made within 30 days of the invoice date.

6.4 If the Customer fails to make payment on the due date, we reserve the right to:

charge interest on the overdue amount at the statutory rate permitted under UK law, accruing on a daily basis until payment is made in full;

recover from the Customer all reasonable costs incurred in pursuing the debt, including legal and collection agency fees;

withhold or suspend further Services until all outstanding sums have been paid.

7. Cancellations and Amendments

7.1 The Customer may cancel or amend a Booking by giving us notice by telephone or email.

7.2 If the Customer cancels a Booking more than 24 hours before the scheduled collection time, no cancellation fee will normally apply.

7.3 If the Customer cancels a Booking within 24 hours of the scheduled collection time, or fails to provide access at the agreed time, we may charge a cancellation or wasted journey fee to cover costs incurred, including staff and vehicle allocation.

7.4 We reserve the right to cancel or reschedule a Booking at any time in circumstances including, but not limited to, unsafe working conditions, extreme weather, vehicle breakdown, staff illness, or events beyond our reasonable control. In such cases, we will offer an alternative date or time for the Services. Our liability in such circumstances will be limited to rescheduling or, if the Services are not carried out, refunding any sums paid for that Booking.

8. Customer Responsibilities

8.1 The Customer is responsible for:

providing accurate information about the Waste, access and any special requirements;

ensuring the Waste is accessible, not blocked by vehicles or other obstacles, and not mixed with prohibited or hazardous materials unless previously agreed;

ensuring that the Waste is not contaminated with sharp objects, biohazards, chemicals or other dangerous materials which have not been disclosed at the time of Booking;

obtaining any necessary consents or permissions from landlords, building managers or neighbours for access and loading, where applicable.

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

8.3 If the Customer fails to comply with these responsibilities, we may end the Agreement or adjust the price to cover any additional costs or risks.

9. Waste Types and Prohibited Items

9.1 All Waste must comply with applicable UK waste regulations and any local requirements applying to the collection area.

9.2 Unless expressly agreed in writing, we do not collect hazardous waste, including but not limited to:

asbestos or materials containing asbestos;

clinical or medical waste;

chemicals, solvents, oils, paints, fuels or pressurised containers;

explosives, firearms or ammunition;

radioactive materials;

gas bottles or cylinders;

any other material classified as hazardous or requiring specialist handling or licensing.

9.3 If prohibited or hazardous items are discovered among the Waste without prior agreement, we may refuse to collect them, apply additional charges, or require the Customer to remove them from the load. If such items cause damage, contamination, delay or regulatory issues, the Customer will be responsible for all resulting costs, losses and liabilities incurred by Waste Removal Docklands.

10. Compliance with Waste Regulations

10.1 Waste Removal Docklands will transport and dispose of Waste in accordance with UK waste management legislation and any applicable local regulations. We will use licensed facilities and follow lawful practices for the transfer, recycling and disposal of Waste.

10.2 Where required by law, we will issue a waste transfer note or other documentation confirming the transfer of Waste from the Customer to Waste Removal Docklands or to an authorised third party.

10.3 The Customer agrees not to ask us to handle or dispose of Waste in any way that would breach applicable waste regulations. We reserve the right to decline any instruction that may result in non-compliance with legal or regulatory requirements.

11. Liability and Insurance

11.1 We will exercise reasonable care and skill in providing the Services. However, the Customer acknowledges that certain risks are inherent in waste collection and removal activities.

11.2 Our total liability for direct loss or damage arising from our negligence, breach of contract or other cause in connection with the Services shall be limited to the lower of:

the total price paid or payable by the Customer for the specific Booking giving rise to the claim; or

the amount recoverable under our relevant insurance policy.

11.3 We will not be liable for:

any indirect or consequential loss, including loss of profit, business, goodwill or anticipated savings;

any loss or damage arising from inaccurate or incomplete information provided by the Customer;

any loss or damage caused by items concealed within Waste, such as sharp objects, glass, nails, chemicals or contaminated materials;

damage to surfaces, driveways, access routes or surrounding areas where the Customer has requested that our vehicles or staff operate in confined or unsuitable spaces, and where we have advised that there is a risk of damage.

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

12. Customer Property and Valuables

12.1 The Customer is responsible for ensuring that no items of value or items intended to be kept are left within, on or among the Waste to be removed.

12.2 Once the Waste has been loaded onto our vehicle, the Customer has no further right to request the return of any item unless we agree at our discretion and it is reasonably practicable to recover the item. We are not liable for any loss of items that the Customer inadvertently included within the Waste.

13. Health and Safety

13.1 We are committed to providing a safe working environment for our staff and customers. Our staff will follow reasonable health and safety procedures during the provision of the Services.

13.2 The Customer must not instruct or encourage our staff to perform any act that may be unsafe, unlawful or outside the agreed scope of the Services. Our staff may decline to perform any task they reasonably consider to be unsafe or in breach of regulations.

14. Force Majeure

14.1 We shall not be liable for any delay or failure to perform our obligations under the Agreement where such delay or failure results from circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, strikes, labour disputes, transport disruptions, power failures, accidents, acts of terrorism or war.

14.2 If a force majeure event continues for a period of more than 30 days, either party may terminate the Agreement in respect of any affected Booking by giving written notice to the other party.

15. Data Protection and Privacy

15.1 We will collect and process personal information about the Customer only as necessary to manage Bookings, provide the Services, issue invoices, handle enquiries and comply with legal obligations.

15.2 We will take reasonable steps to protect personal information from unauthorised access, loss or misuse and will retain it only for as long as necessary for the purposes for which it was collected or as required by law.

16. Variations to these 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 Booking.

16.2 Any variation to these Terms and Conditions requested by the Customer shall only be effective if agreed in writing by an authorised representative of Waste Removal Docklands.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with the Services or the Agreement shall be governed by and construed in accordance with the laws of England and Wales.

17.2 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 the Services provided.

18. Severability

18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted.

18.2 Any modification or deletion of a provision under this clause shall not affect the validity and enforceability of the remaining provisions.

19. Entire Agreement

19.1 These Terms and Conditions, together with any written quotation or confirmation of Booking, constitute the entire agreement between Waste Removal Docklands and the Customer in relation to the Services. They supersede any prior understandings, statements or agreements, whether oral or written.

19.2 The Customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of Waste Removal Docklands that is not set out in these Terms and Conditions, and that no claim for innocent or negligent misrepresentation may be brought in respect of such statements.