Rubbish Collection Hackney Terms and Conditions

These Terms and Conditions set out the basis on which Rubbish Collection Hackney provides waste and rubbish collection services to customers. By booking a service, you agree to be bound by these Terms and Conditions, which apply to all domestic and commercial customers unless we agree otherwise in writing.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below.

Customer means the person, company or organisation booking or receiving the service.

We, us, our means Rubbish Collection Hackney, the provider of waste and rubbish collection and related services.

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

Booking means a confirmed request for services made by the customer and accepted by us.

Waste means the items, materials, rubbish or refuse to be collected or removed by us as part of the service.

2. Scope of Services

We provide rubbish collection and waste removal services within our normal service area, which includes Hackney and surrounding locations as notified by us from time to time. The exact services to be provided will be agreed at the time of booking and may include:

General household rubbish collection.

Bulky waste removal.

Garden waste clearance.

Commercial and office waste collection.

Construction and renovation waste removal, where permitted.

We reserve the right to refuse collection of any waste that is hazardous, prohibited by law, incorrectly described, improperly packaged, unsafe to handle, or that would cause us to breach any applicable regulations or licences.

3. Booking Process

3.1 Bookings can be made by telephone or by any other method we make available. A booking is only confirmed when we have accepted it and provided you with confirmation, which may be given verbally, in writing, or by electronic means.

3.2 When making a booking, you must provide accurate and complete information about:

The collection address and access arrangements.

The type, approximate quantity, and condition of the waste.

Any special handling requirements, such as heavy items, restricted access, or time limitations.

3.3 Our quotation and the scope of services are based on the details you provide at the time of booking. If on arrival we find that the description of the waste, access, or other key information is materially different, we may:

Revise the price.

Change the service offered.

Decline to carry out some or all of the service.

3.4 Where we revise the price or scope of services, we will explain the changes. If you do not accept the revised terms, we may cancel the booking, and any applicable call-out or cancellation fees may apply, as described in these Terms and Conditions.

4. Access and Customer Responsibilities

4.1 You must ensure that we have safe, reasonable, and lawful access to the collection point at the agreed time. This includes arranging any parking permissions, permits, or entry codes that may be required.

4.2 You are responsible for ensuring that:

Waste is presented in a way that is safe for our team to handle.

Any sharp, dangerous, or fragile items are securely packaged.

Bags, containers, or loose items do not exceed reasonable weight limits.

4.3 If we are unable to gain access or to carry out the service due to circumstances within your control, including lack of access, unsafe conditions, or incorrect information, we may charge a failed collection or call-out fee.

5. Pricing and Quotations

5.1 Our prices may be based on a combination of factors, including the volume and weight of waste, the type of waste, labour involved, and accessibility of the property.

5.2 Any quotation provided before we see the waste is an estimate only and is subject to change once our team attends and inspects the waste and access conditions.

5.3 Where possible, we will confirm the final price before commencing the collection. If you do not agree to any revised price, we may cancel the service, and a call-out or cancellation fee may apply.

6. Payment Terms

6.1 Unless we agree otherwise in writing, payment for our services is due in full at the time of collection or completion of the service.

6.2 We may accept payment by cash, card, bank transfer, or other methods that we specify from time to time. You must ensure that you have an accepted method of payment available at the time of service.

6.3 For business customers with an agreed account, payment terms will be stated on the invoice. If no terms are specified, payment is due within 14 days of the invoice date.

6.4 If payment is not received by the due date, we may:

Charge interest on the overdue amount at the statutory rate or another rate permitted by law.

Recover from you all reasonable costs of debt recovery.

Withhold or suspend further services until payment has been received.

7. Cancellations and Amendments

7.1 You may cancel or amend your booking by contacting us directly. Cancellation charges may apply, depending on the notice given and the nature of the booking.

7.2 If you cancel more than 24 hours before the scheduled collection time, we will normally not charge a cancellation fee, unless special arrangements or costs have already been incurred.

7.3 If you cancel within 24 hours of the scheduled collection time, we may charge a cancellation fee to cover our administrative and scheduling costs.

7.4 If we attend the property and are unable to carry out the service due to your act or omission, including lack of access, unsafe conditions, or incorrect information, we may charge a failed collection fee.

7.5 We reserve the right to cancel or reschedule a booking where necessary due to operational reasons, vehicle breakdowns, staff availability, severe weather, or other circumstances beyond our reasonable control. We will use reasonable efforts to notify you and arrange an alternative time, but we will not be liable for any loss or inconvenience arising from such changes.

8. Waste Regulations and Compliance

8.1 We operate in accordance with applicable UK waste management laws and regulations. We hold or use appropriate licences or authorisations for the transport and handling of controlled waste, where required.

8.2 By using our services, you confirm that you have the authority to request the removal of the waste from the premises and that the waste does not include prohibited materials, such as:

Certain hazardous substances.

Clinical or medical waste.

Asbestos or materials containing asbestos.

Pressurised containers that cannot be safely handled.

8.3 You agree not to knowingly present waste that would cause us to commit an offence under environmental or waste regulations. If you do so, you may be liable for any resulting costs, fines, or penalties.

8.4 We will decide, at our discretion and in accordance with regulations, how and where to transport, dispose of, or recycle the collected waste. We may use licensed waste transfer stations, recycling facilities, or other lawful disposal routes.

9. Service Standards and Limitations

9.1 We will carry out the service with reasonable care and skill, using appropriately trained staff and suitable equipment.

9.2 While we will make reasonable efforts to collect all agreed waste, there may be practical limitations, such as restricted access, unsafe loads, or items that exceed safe carrying limits. In such cases, we will discuss options with you and may adjust the service or price accordingly.

9.3 We are not responsible for cleaning, sweeping, or repair work beyond what is explicitly included in the agreed service. Light tidying around the collection area may be carried out at our discretion but is not guaranteed unless specifically agreed.

10. Damage and Liability

10.1 We will take reasonable care when performing the service at your property. However, minor scuffs or marks that may occur in tight access areas are considered a normal risk where large or heavy items must be moved.

10.2 You must remove or protect any fragile items, floor coverings, or fittings that could be damaged during the removal and carrying of waste. We cannot be held liable for damage to items that were not reasonably visible or brought to our attention.

10.3 Our total liability to you for loss or damage arising from our services, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable for the specific service in respect of which the claim arises, except where such limitation is not permitted by law.

10.4 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited by law.

11. Customer Indemnity

11.1 You agree to indemnify us against any claims, costs, damages, or expenses arising from:

Your breach of these Terms and Conditions.

Your failure to disclose that the waste includes hazardous or prohibited items.

Any claim by a third party that you did not have the lawful right to request the removal of the waste.

12. Complaints and Disputes

12.1 If you are dissatisfied with any aspect of our service, you should contact us as soon as reasonably possible, providing details of the issue so that we may investigate.

12.2 We will aim to respond to complaints promptly and to work with you to find a fair and reasonable resolution.

13. Data Protection and Privacy

13.1 We will collect and process personal information about you only to the extent necessary to provide our services, manage bookings, process payments, and handle enquiries or complaints.

13.2 We will take reasonable steps to keep your data secure and to comply with applicable data protection laws in the United Kingdom.

14. Changes to These Terms

14.1 We may update or amend these Terms and Conditions from time to time. Any changes will apply to new bookings from the date on which the revised terms are published or otherwise made available.

14.2 The Terms and Conditions that apply to your booking will be those in force at the time the booking is confirmed.

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 with the provision of our rubbish collection services, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 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 their subject matter.

16. General Provisions

16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

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

16.3 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 in the course of our business.

16.4 These Terms and Conditions, together with any written quotation or confirmation of booking we provide, set out the entire agreement between you and us in relation to the services and supersede any previous understandings or arrangements.