Rubbish Collection Shepherds Bush Terms and Conditions

These Terms and Conditions set out the basis on which we provide rubbish collection and related waste removal services in and around Shepherds Bush. By booking a collection, requesting a quotation, or allowing our operatives to commence work at your premises, 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 words have the meanings set out below:

Service means any rubbish collection, rubbish clearance, waste removal, bulky waste collection, or related service that we provide.

We, us, our means the company or provider offering the rubbish collection services under these Terms and Conditions.

You, your means the individual, business, landlord, tenant, managing agent or other party who requests or arranges the Service.

Premises means the location where the Service is to be carried out, including any property, building, external area, access route, or associated land.

Waste means any items, materials, junk, rubbish or refuse that you ask us to remove as part of the Service, other than Excluded Waste.

Excluded Waste means hazardous, restricted or controlled items and materials that we are not permitted or insured to remove, including but not limited to asbestos, chemical waste, clinical waste, medical sharps, gas cylinders, solvents, oils, fuels, explosives, radioactive materials, or any material that cannot legally be handled as standard commercial or household waste.

2. Scope of Service

We provide non-hazardous rubbish collection and waste removal services for domestic and commercial customers. Our services typically include loading the Waste onto our vehicle, transporting it from the Premises, and arranging lawful disposal or recycling at an authorised facility.

We will only collect Waste that we have agreed to remove as part of your booking or as subsequently agreed with you on site. Any additional Waste not specified at the time of booking may result in additional charges, or may be refused if it cannot be safely or legally removed.

We reserve the right to refuse to provide all or part of the Service where:

It is unsafe for our operatives to proceed due to access issues, structural risks, aggressive behaviour, or other health and safety concerns; or

The Waste includes Excluded Waste or any material that we are not licensed or insured to carry; or

There is a breach of these Terms and Conditions or any applicable law or regulation.

3. Booking Process

You may request a quotation or book a rubbish collection by telephone, email, or through any booking form we make available. When you contact us, we may ask for information about:

The address of the Premises and any access restrictions;

The approximate volume, weight or description of the Waste;

The floor level, distance from parking, and whether there are lifts or stairs;

Any special handling requirements or time constraints.

Quotations may be provided as a guide based on the information you supply. Final pricing may be confirmed on site once our operatives have inspected the Waste and the access route. By confirming a booking time and date, you agree to pay for the Service in accordance with the pricing explained to you and these Terms and Conditions.

Your booking is not guaranteed until it has been accepted by us. We reserve the right to decline a booking or to propose an alternative date or time, particularly during busy periods or where logistics require adjustment.

4. Access and Customer Responsibilities

You are responsible for ensuring that our operatives have safe, clear and reasonable access to the Premises and the Waste at the agreed time. This includes:

Providing accurate directions and access instructions;

Arranging necessary permissions for entry to communal or restricted areas;

Ensuring that parking is available or that any relevant parking permits are arranged where reasonably possible;

Informing us in advance of any obstacles, security gates, limited vehicle access, or time restrictions.

If we are unable to complete the Service, or if the Service is delayed, due to inadequate access, incorrect information provided by you, or failure to arrange entry, we may charge a call-out fee or waiting time, and we may treat the booking as a late cancellation under these Terms and Conditions.

You agree not to present Excluded Waste for collection and to notify us in advance if there is any uncertainty about the classification of the Waste. You must also ensure that any personal data or confidential documents are removed from the Waste before collection, as we cannot be responsible for items that are disposed of with the Waste.

5. Pricing and Quotations

Prices are typically based on factors such as volume, weight, loading time, labour required, and disposal costs. Quotations given in advance are estimates and may be adjusted if:

The Waste volume or weight is different from what was described;

Additional labour or time is required due to poor access, unexpected materials or the need to dismantle items;

Disposal charges at authorised sites change or additional fees apply, for example for certain types of bulky or specialist items.

Where possible, we will confirm any change to the price before starting work. If you decline the revised price, we reserve the right to cancel the Service and may charge a call-out fee to cover our costs.

6. Payments and Invoicing

Payment is due on completion of the Service unless we have agreed alternative payment terms in writing. We may accept payment by cash, card, bank transfer or other methods as communicated to you at the time of booking.

For business customers, invoices may be raised with agreed credit terms. Invoices are payable within the timeframe specified on the invoice. If you fail to pay on time, we may charge interest, administration fees and reasonable costs of recovery.

We reserve the right to withhold or suspend the Service if previous invoices remain unpaid or if we reasonably believe that payment is at risk. All amounts quoted are exclusive of any applicable taxes unless stated otherwise, and you are responsible for paying any such taxes.

7. Cancellations and Amendments

You may cancel or amend a booking by contacting us as soon as possible. The following cancellation rules generally apply:

No cancellation charge will usually be applied if you cancel more than 24 hours before the scheduled arrival time;

A late cancellation fee may be charged if you cancel within 24 hours of the scheduled arrival time or if you fail to provide access when we arrive;

If we have already incurred specific costs for your booking, such as special disposal arrangements, we may charge you for those costs even if you cancel in advance.

Any request to change the booking time, date or scope of the Service is subject to availability. We will make reasonable efforts to accommodate changes but cannot guarantee that alternative times will be available.

We may cancel or reschedule the Service due to circumstances beyond our control, including vehicle breakdown, extreme weather, staff illness, or legal restrictions. In such cases, we will notify you as soon as reasonably possible and offer a rearranged booking. We will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

8. Service Performance and Liability

We will carry out the Service with reasonable skill and care and in accordance with applicable laws and regulations relating to waste management. However, our liability to you is limited as set out in this section.

We are not liable for:

Any loss or damage arising from inaccurate information provided by you;

Any pre-existing damage at the Premises, including damage to flooring, walls, fixtures, or fittings that is not caused by our negligence;

Any loss of items that were not clearly separated from the Waste or that a reasonable person would consider to be rubbish based on their location and condition;

Any delay or failure to perform the Service caused by events beyond our reasonable control, including traffic conditions, access issues, severe weather, or emergency situations.

Our total liability to you for any loss or damage arising out of or in connection with the Service, whether in contract, tort (including negligence) or otherwise, shall in all circumstances be limited to the price paid or payable for the specific Service giving rise to the claim. Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law.

9. Waste Handling and Environmental Compliance

We operate in accordance with UK waste regulations and use only authorised disposal and recycling facilities for the Waste we collect. By using our rubbish collection service, you confirm that you understand and accept the following:

Once the Waste has been removed from the Premises and loaded onto our vehicle, ownership of that Waste transfers to us, and we will be responsible for its transport and disposal;

We may separate materials for recycling or recovery in accordance with industry practice and regulatory requirements;

We will not accept Excluded Waste and may refuse to collect or may return such items if they are discovered amongst the Waste. Any additional costs or penalties arising from undisclosed Excluded Waste may be charged to you.

You confirm that you have the right to authorise removal of the Waste from the Premises and that the Waste does not contain items belonging to third parties without their consent. You agree to indemnify us against any claims or costs arising from a breach of this obligation.

10. Damage to Property

Our operatives will take reasonable care when removing Waste from the Premises. However, rubbish collection and bulky item removal may involve handling heavy or awkward loads, moving items through tight spaces, or dismantling objects. You should take reasonable steps to protect floors, walls and other surfaces if you are concerned about potential scuffs or marks.

If you believe that our operatives have caused damage through lack of reasonable care, you must notify us as soon as possible and in any event within 48 hours of completion of the Service, providing details and, where possible, photographs. We may arrange an inspection and will, at our discretion, repair the damage, arrange for a third party to repair it, or offer a reasonable contribution towards the cost of repair, subject always to the liability limitations set out in these Terms and Conditions.

11. Complaints and Disputes

If you are dissatisfied with any aspect of the Service, you should contact us promptly with full details of your concern. We will investigate your complaint and aim to respond within a reasonable timeframe, asking for additional information if required.

We will work with you in good faith to resolve any dispute arising from the Service. If a resolution cannot be reached through our internal process, you may have rights to pursue the matter through alternative dispute resolution or the courts, depending on the nature of the claim.

12. Data Protection and Privacy

In the course of providing the Service, we may collect and process personal information about you, such as your name, contact details, and address. We will use this information only for managing your booking, delivering the Service, handling payments, and dealing with any queries or complaints.

We will take reasonable steps to protect your personal information and will not sell or share it with third parties except where necessary for providing the Service, fulfilling legal obligations, or enforcing our rights. You may contact us to request access to or correction of your personal data that we hold, in accordance with applicable data protection laws.

13. Changes to These Terms and Conditions

We may update or revise these Terms and Conditions from time to time. Any changes will take effect when published on our website or when otherwise communicated to you. The version in force at the time you make a booking will apply to that booking, unless a change is required by law or regulatory guidance.

14. Governing Law and Jurisdiction

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.

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 Service.

15. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or regulator, the remaining provisions shall continue in full force and effect.

No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

You may not assign or transfer your rights or obligations under these Terms and Conditions without our prior written consent. We may assign or subcontract our rights and obligations where reasonably necessary for the provision of the Service.

These Terms and Conditions constitute the entire agreement between you and us in relation to the rubbish collection Service, and supersede any prior understandings, representations or agreements, whether written or oral, relating to the same subject matter.