London Rubbish Waste Collection Terms and Conditions

These Terms and Conditions set out the basis on which London Rubbish provides waste and rubbish collection services to domestic and commercial customers. By making a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order.

1. Definitions

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

Customer means the person, business or organisation that requests or receives the waste collection services from London Rubbish.

Services means the waste, rubbish and junk collection, removal, loading, transport and related services provided by London Rubbish.

Waste means the materials, rubbish and items presented by the Customer for collection as part of the Services, excluding any prohibited materials as defined by current waste regulations or by these Terms.

Booking means any confirmed order for Services made by the Customer via telephone, email, online form or any other accepted booking channel.

2. Scope of Services

London Rubbish provides waste and rubbish collection, removal and lawful disposal services to households, landlords, letting agents, offices, shops and other commercial premises. The precise scope of the Services for each Booking will be confirmed at the time of order, based on the description and volume of Waste given by the Customer.

We reserve the right to refuse to collect any items that fall outside the scope of the agreed Booking, any items we reasonably consider unsafe to handle, or any items prohibited by applicable waste regulations or by our own operating policies.

3. Service Area

London Rubbish operates a waste collection service primarily within London and surrounding areas. Availability of Services is subject to operational coverage, scheduling and vehicle access. We may decline or amend a Booking if the collection address falls outside our standard service area or if access for safe collection is not reasonably possible.

Any indication of service coverage discussed or advertised is subject to change and does not constitute a binding commitment to serve all locations at all times.

4. Booking Process

Customers can request a Booking by telephone, email or online enquiry, providing a clear description of the Waste to be collected, including approximate volume, type of items, access arrangements and any potential hazards. Wherever possible, we will provide an estimate of the price before confirming the Booking.

All Bookings are subject to acceptance by London Rubbish. A Booking will be confirmed when we have acknowledged and accepted your order and, where required, received any applicable deposit or prepayment. We may refuse any Booking at our discretion, for example where we believe the Waste includes prohibited materials, the access is unsuitable, or the job falls outside our service capabilities.

The Customer is responsible for ensuring that all information provided during the booking process is complete and accurate. Any significant variation between the Waste described and the Waste presented for collection may result in additional charges, amendments to the Booking or cancellation of the Service.

5. Access and Customer Responsibilities

The Customer must ensure that our collection team has safe and adequate access to the Waste at the agreed time. This includes arranging any necessary permissions, parking provisions, keys or access codes and ensuring that the Waste is not obstructed by vehicles, locked gates or other barriers.

The Customer must ensure that all Waste to be collected is clearly identified and separated from items that are not to be removed. We will not be responsible for removing the wrong items where the Waste has not been properly identified or where items have been mixed.

The Customer must not include in the Waste any materials that are hazardous, explosive, illegal or otherwise prohibited under applicable laws or waste regulations, unless we have expressly agreed in writing to handle such materials in accordance with the relevant regulations and charges.

6. Pricing and Quotations

Prices for our waste collection Services are usually based on the volume, weight, type of Waste and the labour required, together with any additional charges such as congestion, parking or access fees. We may provide an estimated price at the time of Booking based on information supplied by the Customer. This estimate is not a fixed quote and may be adjusted on site if the Waste differs in volume, type or access from the description originally provided.

Where possible, our team will confirm the final price on arrival and before loading. If the Customer does not agree to the final price, we reserve the right not to proceed with the collection and to charge a reasonable call-out or cancellation fee to cover our costs.

Any quotations provided for commercial contracts or repeat collections may be subject to separate written terms agreed with the Customer. In the event of any conflict between such written terms and these Terms and Conditions, the written terms will take precedence to the extent of the inconsistency.

7. Payments

Payment is due on completion of the Service unless otherwise agreed in advance. We accept the payment methods notified to the Customer at the time of Booking or on our invoices. For some Services, we may require full or partial payment in advance.

All prices are quoted exclusive of any applicable taxes, which will be added at the prevailing rate where required by law. The Customer is responsible for ensuring that payment details are accurate and for authorising payment on the agreed date.

If payment is not received when due, we reserve the right to charge interest on the overdue amount at a reasonable commercial rate, to recover any costs incurred in pursuing late payment, and to suspend or cancel any further Services until payment is made in full.

8. Cancellations and Amendments

The Customer may cancel or amend a Booking by giving reasonable notice prior to the scheduled collection time. We ask that cancellations are made as soon as possible to allow us to reallocate resources. Cancellations made at short notice may be subject to a cancellation fee to cover our administrative and operational costs.

Where a Customer fails to provide access at the agreed time, or the collection cannot be completed due to circumstances within the Customer's control, we may treat this as a late cancellation and charge a call-out or cancellation fee. If the Customer wishes to rebook the collection, a further appointment will need to be arranged and may incur additional charges.

London Rubbish reserves the right to cancel or reschedule a Booking at any time due to operational, safety or regulatory reasons, or due to events beyond our reasonable control. In such cases, we will use reasonable efforts to notify the Customer as soon as practicable and to offer an alternative date and time for the Service.

9. Waste Regulations and Environmental Compliance

London Rubbish operates in accordance with applicable UK waste laws, regulations and guidance. We are committed to lawful and responsible handling, transport and disposal of Waste collected from our Customers.

The Customer confirms that they are the owner of the Waste or have the owner's authority to arrange its collection and disposal. Upon collection, title in the Waste will pass to London Rubbish, subject to our right to refuse prohibited materials. We will manage and dispose of the Waste in compliance with our legal obligations, including the duty of care and any relevant licensing requirements.

The Customer agrees not to present for collection any Waste that is classified as hazardous, clinical, radioactive, explosive, pressurised, or otherwise controlled, unless prior arrangements have been made with us and confirmed in writing. Examples of such materials may include asbestos, certain chemicals, gas cylinders and some electrical equipment. Where such materials are presented without prior agreement, we may refuse collection, apply additional charges, or require the Customer to make alternative arrangements.

10. Liability and Limitations

London Rubbish will exercise reasonable care and skill in providing the Services. Our liability to the Customer in connection with the Services will be limited as set out in this section.

We will not be responsible for any loss or damage that is not reasonably foreseeable as a result of our breach of these Terms or our negligence. We are not liable for any indirect, consequential or purely economic losses, such as loss of profit, loss of business, loss of data or loss of opportunity.

We will not be liable for any loss or damage arising from the removal of items where the Waste has not been clearly identified and separated, or where the Customer has failed to notify us that certain items are not to be removed. It is the Customer's responsibility to ensure that only unwanted items are presented as Waste.

We will not be liable for any delay or failure to perform the Services due to events beyond our reasonable control, including but not limited to severe weather, traffic disruption, vehicle breakdown, industrial action or regulatory intervention. In such circumstances, our obligations will be suspended for the duration of the event, and we will arrange a new collection date where appropriate.

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

11. Damage to Property

Our team will take reasonable care when carrying out the Services at the collection address. However, the Customer acknowledges that the removal of bulky items or large volumes of Waste may carry a risk of minor damage, particularly where access is restricted.

The Customer must notify us in writing of any alleged damage to property caused by our team as soon as reasonably possible and in any event within 48 hours of completion of the Service. We may request evidence of the damage and reasonable access to inspect the property before determining any appropriate remedy.

Where damage is found to be caused by our negligence, we may at our discretion arrange for repair, provide a reasonable financial contribution towards repair, or otherwise seek to resolve the matter in a fair and proportionate manner. We will not be liable for pre-existing damage or for damage arising from the inherent condition or placement of the property or items being removed.

12. Customer Indemnity

The Customer agrees to indemnify London Rubbish against any claims, losses, damages, costs or expenses arising from a breach by the Customer of these Terms, including but not limited to providing prohibited materials, failing to obtain necessary permissions for access, or providing inaccurate information about the Waste or the collection address.

13. Data Protection and Privacy

London Rubbish will collect and use personal information provided by the Customer for the purposes of managing Bookings, providing Services, processing payments and handling queries or complaints. We will handle personal data in accordance with applicable data protection laws and our internal privacy practices.

By placing a Booking, the Customer consents to the use of their personal information for these purposes. We will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to deliver the Services, to comply with legal obligations, or with the Customer's consent.

14. Complaints

If the Customer is dissatisfied with any aspect of the Services, they should contact London Rubbish as soon as possible, giving details of the issue and the relevant Booking. We take complaints seriously and will investigate them promptly, aiming to find a fair and reasonable resolution.

Any right to compensation or remedy will be considered in light of these Terms and Conditions, our obligations under applicable law and the circumstances of the complaint.

15. Changes to These Terms

London Rubbish may amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, operational practices or customer feedback. The version in force at the time of your Booking will apply to that Booking. Updated Terms may be made available upon request.

16. Governing Law and Jurisdiction

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

The courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

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

No failure or delay by London Rubbish in exercising any right or remedy under these Terms shall operate as a waiver of that right or remedy, nor shall any single or partial exercise of any such right or remedy prevent any other or further exercise of that right or remedy.

These Terms and Conditions set out the entire agreement between the Customer and London Rubbish in relation to the Services, except where any additional written agreement has been made. The Customer acknowledges that they have not relied on any statement, promise or representation that is not set out in these Terms.