Waste Removal Queen's Park Terms and Conditions

These Terms and Conditions set out the basis on which Waste Removal Queen's Park provides waste removal and related services to domestic and commercial customers. By making a booking, confirming an order, or allowing our team to carry out any services, you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions, you should not use our services. These terms apply to all services unless otherwise agreed in writing by us.

1. Definitions

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

"Company", "we", "us" and "our" refer to Waste Removal Queen's Park, the provider of the services.

"Customer", "you" and "your" refer to the person, business or organisation requesting or receiving the services.

"Services" means waste collection, clearance, removal, loading, transportation, and any related services we agree to provide.

"Waste" means any items, materials, rubbish, refuse, junk, furniture, appliances, garden waste, construction debris, or other materials that you ask us to collect and remove.

"Booking" means a confirmed order or arrangement for services made by phone, email, online form, or any other agreed method.

"Working Day" means Monday to Friday, excluding public holidays in England and Wales.

2. Service Scope

We provide waste collection and removal services for households, landlords, letting agents, businesses and other organisations. The specific scope of the service will be as agreed at the time of booking, based on the information you provide about the type and amount of waste and the collection location.

We reserve the right to refuse to collect any items or materials that we reasonably believe are hazardous, prohibited, unsafe to handle, or not as described at the time of booking. We may, at our discretion, offer to collect such items at an adjusted price, subject to applicable regulations.

3. Booking Process

You may request a booking by contacting us via phone, email or any other method we make available. When requesting a booking, you must provide accurate and complete information, including:

1. The collection address and access details.
2. The type and approximate quantity or volume of waste.
3. Any heavy, bulky or unusual items to be collected.
4. Any access restrictions, parking limitations or time constraints.
5. Your preferred date and time window for collection.

We may provide an estimate or quote based on the information given. All estimates are subject to change if, upon arrival, the waste differs in type, quantity, weight, or accessibility from your description.

A booking is considered confirmed only when we have accepted your request and given you a date and, where possible, an approximate arrival window. We may refuse any booking at our discretion.

4. Arrival Windows and Access

We will use reasonable efforts to attend within the agreed time window, but all times are estimates only and not guaranteed. Circumstances such as traffic, weather, vehicle breakdowns, or delays on previous jobs may affect our arrival time.

You are responsible for ensuring safe and reasonable access to the collection point. This includes arranging any necessary parking permissions, loading bay access, or entry to gated properties. If access is delayed or impossible due to circumstances within your control, waiting time or re-attendance may be chargeable.

If we are unable to perform the service on arrival due to lack of access, incorrect information, or absence of an authorised person where required, we may treat this as a late cancellation and apply the relevant charges.

5. Pricing and Quotes

Our charges may be based on factors such as the volume of waste, weight, type of waste, labour time, access difficulty, and disposal costs. Any verbal or written quote given before the visit is an estimate only, relying on your description of the waste and access conditions.

The final price will be confirmed on site once our team has inspected the waste and assessed the job. If the actual waste or conditions differ substantially from what was described when booking, we may revise the quote. If you do not accept the revised price, you may decline the service, but a call-out or cancellation charge may apply if our team has already attended.

All prices are stated in pounds sterling and may be subject to VAT or other applicable taxes where relevant. We reserve the right to change our prices at any time, but price changes will not affect bookings that have already been confirmed, other than in cases of misdescription or omission.

6. Payments

Payment terms will be communicated at the time of booking. Unless otherwise agreed, payment is due on completion of the service on the day of collection.

We may accept payment by cash, bank transfer, card payment, or other methods we make available from time to time. For business or repeat customers, we may, at our discretion, agree alternative payment terms, such as invoice with a specified payment period.

If payment is not received when due, we reserve the right to charge interest on overdue sums at the statutory rate and to recover any reasonable costs incurred in pursuing the debt, including collection agency fees and legal costs.

Ownership of any waste does not transfer to us until we have received full payment for the services. We may withhold removal of waste or suspend further services if outstanding invoices remain unpaid.

7. Cancellations and Amendments

You may cancel or amend a booking by contacting us as soon as possible. The following cancellation terms generally apply unless otherwise agreed in writing:

1. Cancellations or amendments made more than 24 hours before the scheduled arrival time will usually incur no charge.
2. Cancellations or amendments made within 24 hours of the scheduled arrival time may incur a cancellation fee to cover administrative and operational costs.
3. If our team arrives at the collection address, but the job cannot proceed due to customer-related reasons, such as insufficient access, absence of an authorised person, or a substantial discrepancy in the description of the waste, we may charge a call-out or cancellation fee.

If we need to cancel or amend a booking due to circumstances beyond our reasonable control, such as severe weather, vehicle breakdown, staff illness, safety concerns, or other unforeseen events, we will inform you as soon as reasonably practicable and offer an alternative appointment. We are not liable for any indirect or consequential losses arising from such cancellations or delays.

8. Customer Obligations

You are responsible for ensuring that:

1. All waste to be collected is clearly identified and separated where necessary.
2. Items you wish to keep are clearly segregated and not mixed with waste.
3. There is safe and clear access to the waste, including stairs, corridors, and external areas.
4. Any hazardous, restricted or special waste is disclosed to us in advance.
5. You have full authority to authorise the removal of the waste from the premises.

Where our team is required to enter your property, you must ensure a safe environment, free from unreasonable risks to their health and safety. We may refuse to carry out or continue a job if we consider that conditions are unsafe.

9. Prohibited and Restricted Waste

Certain types of waste are subject to specific legal controls or may not be handled by us under standard services. These may include, but are not limited to:

1. Asbestos and materials containing asbestos.
2. Clinical, medical, or biological waste.
3. Chemicals, solvents, paints, and oils.
4. Gas bottles, fuel containers, and pressurised cylinders.
5. Hazardous electrical or electronic equipment beyond standard household items.
6. Explosives, firearms, ammunition, and other dangerous items.

You must inform us in advance if any such waste is present. We may, at our discretion, decline to handle it or propose alternative arrangements at additional cost, subject to applicable waste regulations. If prohibited or undisclosed hazardous waste is discovered on site, we may cancel the service and charge a reasonable fee for attendance and any necessary safety measures.

10. Waste Handling and Environmental Compliance

We are committed to handling waste responsibly and in accordance with applicable UK waste management legislation and regulations. We will only transport waste to authorised facilities such as licensed transfer stations, recycling centres, or disposal sites.

Where required, we will act as a registered waste carrier or work with authorised waste carriers and disposal partners. We aim to maximise reuse and recycling where possible and to minimise the amount of waste sent to landfill, subject to practical and economic considerations.

By using our services, you confirm that you understand your legal duty of care regarding waste and that you are choosing a service that operates in line with relevant waste regulations.

11. Condition of Property and Items

Our team will take reasonable care when working on your premises. However, waste removal can involve handling heavy or awkward items in confined or cluttered spaces. You should move or protect valuable or fragile items that are not being removed, and you should highlight any areas of particular concern before work begins.

We are not responsible for normal wear and tear or superficial marks that may reasonably occur in the course of transporting bulky items through tight spaces, unless caused by our negligence.

12. Liability and Limitations

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 excluded or limited under applicable law.

Subject to the above, our total liability to you for any loss or damage arising in connection with the services, whether in contract, tort, negligence, breach of statutory duty or otherwise, shall be limited to the total price paid or payable by you for the services giving rise to the claim.

We are not liable for:

1. Any indirect, special or consequential loss, including loss of profit, loss of business, or loss of opportunity.
2. Loss or damage arising from inaccurate information provided by you.
3. Loss or damage to items that were already damaged, structurally unsound, or unfit for normal handling.
4. Loss or damage where you fail to comply with your obligations under these terms.

You agree to indemnify us for any claims, costs, or losses arising from your breach of these Terms and Conditions or from any unlawful, hazardous, or prohibited waste provided to us.

13. Insurance

We maintain insurance cover appropriate for the type of services we provide, subject to the terms, conditions and exclusions of our policies. Details of cover are available on request. Our liability to you remains subject to the limitations set out in these Terms and Conditions, regardless of the extent of our insurance cover.

14. Complaints

If you are dissatisfied with any aspect of our service, you should contact us as soon as reasonably practicable, providing full details of the issue. We may ask for photographs or other evidence to assist our investigation.

We will review your complaint and aim to provide a response or proposed resolution within a reasonable time. Raising a complaint does not entitle you to withhold payment for services properly provided, unless we agree otherwise in writing.

15. Data Protection and Privacy

We may collect and process personal information such as your name, contact details, service address, and payment details for the purposes of providing our services, managing bookings, processing payments, and handling enquiries. We will handle personal information in accordance with applicable data protection laws in the UK.

We will not sell your personal data to third parties. We may share your information with trusted service providers, such as payment processors or waste disposal partners, where necessary to deliver the services or comply with legal obligations.

16. Changes to These Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, pricing, legal requirements or business practices. The updated version will apply to all new bookings from the date it is made available.

The terms that apply to your booking are those in force at the time your booking is confirmed, unless a change is required by law or regulatory guidance, in which case the updated terms may apply to existing bookings.

17. Force Majeure

We are not liable for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay is caused by events beyond our reasonable control. These events may include, but are not limited to, extreme weather, natural disasters, strikes, industrial disputes, civil unrest, pandemic-related restrictions, fuel shortages, or failure of transport networks.

Where such an event occurs, we will use reasonable efforts to notify you and to resume services as soon as it is reasonably practicable.

18. Severability

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 will be considered severed from the remaining terms, which will continue to be valid and enforceable.

19. Entire Agreement

These Terms and Conditions, together with any written quotation, booking confirmation or other document expressly agreed between us, constitute the entire agreement between you and us in relation to the services. You confirm that you have not relied on any statement, promise or representation that is not set out in these Terms and Conditions.

20. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of our waste removal services, are governed by and construed in accordance with the laws of England and Wales.

You and we agree that 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.

By confirming a booking or using our waste collection and removal services, you acknowledge that you have read, understood and agreed to these Terms and Conditions.