Waste Removal Merton Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Merton provides waste collection and related services to customers. By booking a service, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

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

1.1 Service means any waste removal, rubbish collection, recycling, clearance, loading, transportation or related service provided by Waste Removal Merton.

1.2 Customer means any individual, business, organisation or other party that books or receives a Service.

1.3 Booking means a confirmed request for Services made by a Customer via telephone, email, online form or any other accepted method.

1.4 Waste means any items, materials, rubbish or refuse presented by the Customer for collection, removal or disposal as part of the Service, excluding any prohibited or hazardous items described in these Terms and Conditions.

1.5 Site means the collection address or location where the Service is to be carried out.

2. Scope of Services

2.1 Waste Removal Merton provides waste collection and removal services for domestic and commercial customers within its operating area. The type and scope of Service will be agreed at the time of Booking.

2.2 Services may include, but are not limited to, household waste removal, bulky item collection, garden waste clearance, office and commercial waste collection, and mixed rubbish clearance.

2.3 All Services are subject to vehicle access, loading conditions at the Site, relevant waste regulations and the Customer fulfilling their obligations as set out in these Terms and Conditions.

3. Booking Process

3.1 A Booking may be requested by telephone, email or other accepted communication channels. Waste Removal Merton will confirm acceptance of the Booking verbally or in writing.

3.2 When making a Booking, the Customer must provide accurate and complete information about:

(a) the address of the Site and any access restrictions;

(b) the type and approximate volume or weight of Waste to be collected;

(c) any large, bulky or unusual items requiring special handling; and

(d) any relevant health and safety concerns or site-specific risks.

3.3 Any quotation provided prior to collection is based on the information supplied by the Customer. If on arrival the Waste differs significantly in volume, weight, type or access difficulty, Waste Removal Merton reserves the right to adjust the price, refuse part of the Waste, or decline to carry out the Service.

3.4 Bookings are subject to availability. Waste Removal Merton will use reasonable efforts to accommodate the Customer’s preferred date and time but does not guarantee any particular time slot unless expressly agreed.

4. Pricing and Quotations

4.1 Prices are generally based on the size or weight of the load, the type of Waste, labour required, and any additional charges for special items or difficult access.

4.2 Any quotation given is an estimate only, based on the information provided by the Customer. The final price will be confirmed on Site once the team has inspected the Waste and assessed the work required.

4.3 If the Customer declines the revised price on Site, Waste Removal Merton reserves the right to charge a reasonable call-out or attendance fee to cover travel and administrative costs, provided this has been communicated to the Customer.

4.4 All prices are stated in pounds sterling and may be subject to applicable taxes where required by law.

5. Payments

5.1 Payment is due on completion of the Service, unless alternative payment terms have been agreed in advance in writing.

5.2 Waste Removal Merton accepts common methods of payment such as cash, card payments or bank transfer, as communicated at the time of Booking.

5.3 For commercial Customers, credit terms may be offered at the absolute discretion of Waste Removal Merton. Where credit terms apply, invoices are payable within the period specified on the invoice. Late payments may incur interest and administrative charges in accordance with applicable law.

5.4 Waste Removal Merton reserves the right to withhold completion of the Service or refuse to collect Waste where payment arrangements are not secured to its satisfaction.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a Booking by giving reasonable notice. Notice must be provided via an accepted communication method and received by Waste Removal Merton during normal working hours.

6.2 Where a Customer cancels a Booking with more than 24 hours notice prior to the agreed arrival time, no cancellation fee will usually be charged.

6.3 Where a Customer cancels with less than 24 hours notice, or fails to be present at the Site at the scheduled time (where attendance is required), Waste Removal Merton may charge a reasonable cancellation or wasted journey fee to cover lost time and costs.

6.4 If the Customer wishes to amend the Booking, such as changing the date, time, Site or scope of Waste, this will be subject to availability. Any price change resulting from the amendment will be confirmed with the Customer.

6.5 Waste Removal Merton reserves the right to cancel or rearrange a Booking due to circumstances beyond its reasonable control, including but not limited to vehicle breakdown, severe weather, or operational issues. In such cases, Waste Removal Merton will endeavour to notify the Customer as soon as possible and offer an alternative date or a refund of any pre-paid amounts.

7. Customer Obligations

7.1 The Customer must ensure that Waste is accessible, safely presented and ready for loading at the agreed time. Access routes should be clear, and any gates or doors unlocked.

7.2 The Customer must not present any prohibited or hazardous materials for collection. Prohibited items include, but are not limited to, asbestos, clinical or medical waste, chemicals, solvents, oils, fuel, gas cylinders, pesticides, explosives and any other materials classified as hazardous under applicable law, unless there is a specific written agreement to handle such Waste.

7.3 The Customer warrants that they either own the Waste or have the owner’s permission to arrange its removal.

7.4 The Customer must not conceal hazardous or prohibited items within other Waste. If such items are discovered, Waste Removal Merton may refuse to remove them, charge additional fees for safe handling, or terminate the Service.

7.5 The Customer is responsible for providing accurate information about parking restrictions, loading bays, time limits or permits required at or near the Site. Any fines or penalties incurred directly as a result of incorrect information or lack of required access permissions may be charged to the Customer.

8. Service Delivery and Access

8.1 Waste Removal Merton will use reasonable skill and care in providing the Service and will seek to complete the work efficiently and safely.

8.2 The Customer acknowledges that certain factors, such as narrow streets, parked vehicles, roadworks or restricted access, may limit how close the collection vehicle can get to the Site. Additional labour or time required due to poor access may incur extra charges, which will be discussed with the Customer.

8.3 If Waste Removal Merton cannot safely access the Site or Waste due to circumstances outside its control, it may charge a wasted journey fee or reschedule the Service at its discretion.

9. Waste Handling and Disposal

9.1 Waste Removal Merton is committed to lawful and responsible waste management. All collected Waste will be transported to licensed facilities for reuse, recycling, recovery or disposal in accordance with applicable UK waste regulations.

9.2 Once Waste has been loaded into the collection vehicle, it becomes the property and responsibility of Waste Removal Merton, subject to compliance with these Terms and Conditions.

9.3 Waste Removal Merton will maintain appropriate waste carrier registration and comply with relevant environmental legislation. The Customer may request evidence of registration where required.

9.4 Where applicable, Waste Removal Merton may provide documentation such as waste transfer notes or receipts confirming lawful transfer of Waste. The Customer should retain such documents for their records, particularly in commercial or regulatory contexts.

10. Liability and Damage

10.1 Waste Removal Merton will take reasonable care to avoid damage when carrying out the Service. However, the Customer is responsible for protecting floors, walls, pathways, fixtures and fittings that may be vulnerable during the removal process.

10.2 Waste Removal Merton will not be liable for any pre-existing damage to property, or for damage that arises due to the poor condition of structures, fixtures, fittings, or access routes.

10.3 To the fullest extent permitted by law, Waste Removal Merton shall not be liable for any indirect, consequential or economic loss, including loss of profit, business interruption or loss of data, arising out of or in connection with the Service.

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

10.5 If Waste Removal Merton is found liable for any loss or damage arising from the Service, its total liability to the Customer shall be limited to the total price paid or payable for the specific Service in connection with which the claim arises, unless otherwise required by law.

11. Insurance

11.1 Waste Removal Merton maintains appropriate public liability and, where applicable, employer’s liability insurance in connection with the performance of its Services.

11.2 The existence of insurance does not extend or increase Waste Removal Merton’s liability beyond that which is set out in these Terms and Conditions or required by law.

12. Complaints and Disputes

12.1 If the Customer has any concerns or complaints regarding the Service, they should contact Waste Removal Merton as soon as reasonably possible, providing full details and any supporting information.

12.2 Waste Removal Merton will investigate complaints promptly and will seek a fair and practical resolution, which may include rectifying the issue, offering a partial refund, or providing an explanation where appropriate.

12.3 If a dispute cannot be resolved directly between the parties, either party may consider using mediation or other forms of alternative dispute resolution before pursuing court proceedings, where appropriate.

13. Data Protection and Privacy

13.1 Waste Removal Merton will collect and process personal data provided by the Customer for the purposes of managing Bookings, delivering Services, processing payments and handling queries or complaints.

13.2 Personal data will be handled in accordance with applicable data protection laws. Information may be shared with third parties only where necessary to perform the Service, comply with legal obligations, or with the Customer’s consent.

14. Force Majeure

14.1 Waste Removal Merton shall not be in breach of these Terms and Conditions, nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. This may include, without limitation, severe weather, accidents, vehicle breakdowns, strikes, civil unrest, public health restrictions or acts of government.

14.2 In such circumstances, Waste Removal Merton will use reasonable efforts to notify the Customer and to perform or reschedule the Service as soon as reasonably practicable.

15. Amendments to Terms

15.1 Waste Removal Merton may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice or its operational requirements.

15.2 The version of the Terms and Conditions that applies to a particular Booking will normally be the version in force at the time the Booking is confirmed. Customers are encouraged to review the latest Terms and Conditions before making a Booking.

16. Governing Law and Jurisdiction

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

16.2 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 provision of the Service.

17. General Provisions

17.1 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 deleted, and the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by Waste Removal Merton in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

17.3 These Terms and Conditions constitute the entire agreement between Waste Removal Merton and the Customer in relation to the Service and supersede any prior discussions, correspondence or understandings.

17.4 The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of Waste Removal Merton.