Waste Collection Hackney Service Terms and Conditions

These Terms and Conditions set out the basis on which Waste Collection Hackney provides waste collection and related services to residential and commercial customers. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, unless the context requires otherwise:

Customer means any individual, business, or organisation that books or uses our waste collection services.

Services means the collection, removal, and transport of waste, recycling, bulky items, and any related services we agree to provide.

Waste means any items, materials, or substances presented by the Customer for collection, including general waste, recycling, garden waste, and bulky items, but excluding prohibited materials as defined in these terms.

Booking means a confirmed request made by the Customer for our Services on a specific date and time, whether made online, by telephone, or in writing.

2. Scope of Services

We provide waste collection services within designated service areas, including but not limited to Hackney and surrounding neighbourhoods. The exact range of services and coverage may vary and is subject to availability at the time of booking.

Services may include scheduled waste collections, one-off clearances, bulky waste removal, and recycling collections. The specific scope of each job will be agreed with the Customer at the time of booking.

We reserve the right to refuse or discontinue any service where it would be unsafe, unlawful, or outside the agreed scope of work.

3. Booking Process

Customers may book our services by telephone, email, or through our online booking system where available. When making a booking, the Customer must provide accurate and complete information about the property, access, type and approximate volume of waste, and any special requirements.

A booking will be deemed confirmed when we issue a booking confirmation, which may be provided verbally, in writing, or by electronic communication. The confirmation will set out the agreed date, time window, service description, and applicable charges.

We will make reasonable efforts to arrive within the agreed time window. However, all dates and times are estimates and subject to traffic, operational constraints, and other factors beyond our control. We will not be liable for delays, but will seek to notify the Customer of any significant changes.

We may require photographic or written evidence of the waste to be collected prior to confirming a booking, particularly for large or unusual collections. If, on arrival, the volume or type of waste substantially differs from the information provided, we may adjust the price, reschedule, or decline the service.

4. Customer Responsibilities

The Customer must ensure that:

The waste for collection is clearly identified and accessible at the agreed time.

Safe and reasonable access is provided for our staff and vehicles, including any necessary parking permissions or permits.

Waste is not mixed with prohibited items or hazardous materials.

Any required authorisations, consents, or permissions from property owners, managing agents, or local authorities have been obtained.

The Customer or an authorised representative is available at the property at the time of collection where required, particularly in cases involving access arrangements or on-site quotes.

If we are unable to complete a collection because of inadequate access, incorrect information, or the presence of prohibited waste, we may charge a call-out or cancellation fee.

5. Pricing and Payments

Our pricing may be based on factors such as type of service, estimated volume or weight of waste, labour time, and distance. Prices will be communicated to the Customer before the booking is confirmed, subject to any adjustments as described in these terms.

All charges will be quoted in pounds sterling and may be subject to applicable taxes. We reserve the right to amend our prices at any time, but such changes will not affect confirmed bookings unless the information provided was inaccurate or incomplete.

Payment terms will be communicated at the time of booking. We may require full or partial payment in advance, or payment on completion of the service. Accepted payment methods may include debit card, credit card, bank transfer, or other methods we specify.

Where we agree to provide credit terms for business Customers, invoices are payable by the due date stated. If payment is not received by the due date, we may charge interest on overdue amounts at the statutory rate and suspend further services until the account is settled.

We reserve the right to withhold removal of waste or to retain collected items until payment is received in full, where legally permissible.

6. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by contacting us directly. We request as much notice as possible to minimise disruption.

Where a Customer cancels more than 24 hours before the scheduled collection time, any advance payment may be refunded or transferred to a future booking, subject to our discretion and any administrative charges notified at the time of booking.

Where a Customer cancels less than 24 hours before the scheduled collection time, arrives late for an on-site appointment, or fails to provide access, we may charge a cancellation fee or retain all or part of any advance payment to cover costs incurred.

We reserve the right to cancel or reschedule a booking due to operational reasons, safety concerns, adverse weather, or other circumstances beyond our reasonable control. In such cases, we will endeavour to provide alternative dates or issue a refund of any advance payment made for services not provided. Our liability will be limited to the value of the service affected.

7. Waste Regulations and Prohibited Items

All waste collection and disposal activities will be carried out in accordance with applicable UK waste management laws and regulations. We are committed to handling waste responsibly and will use licensed facilities for disposal and recycling where required.

The Customer is responsible for ensuring that waste presented for collection is lawful and suitable for removal. We do not accept certain types of waste, including but not limited to:

Hazardous or clinical waste, including medical sharps, chemicals, asbestos, or radioactive materials.

Pressurised containers, gas cylinders, or explosives.

Liquids, oils, solvents, or substances that may leak or spill in transit.

Electrical or electronic items that require special handling, unless explicitly agreed as part of the service.

Any waste that is otherwise regulated or requires specialist licensing for collection and disposal.

If prohibited items are found among the waste, we may refuse to collect the load, remove only compliant items, charge additional fees for handling, or require the Customer to remove such items. The Customer may be liable for any costs, fines, or claims arising from misdescribed or unlawful waste.

8. Service Delivery and Completion

On arrival, our staff will assess the waste and confirm that it matches the booking details. If the actual volume, weight, or nature of the waste differs significantly, we may revise the price and seek the Customer’s approval before proceeding.

Once the service is completed, we may request the Customer to confirm that the work has been carried out to the agreed scope. Any concerns must be raised promptly at the time of service or within a reasonable period afterwards.

Title to the waste passes to us once the waste is loaded onto our vehicle, provided that the waste is lawful and acceptable. We will then be responsible for its transport and subsequent treatment or disposal in accordance with regulatory requirements.

9. Liability and Limitations

We will exercise reasonable care and skill in providing our services. However, our liability to the Customer is subject to the limitations set out in this section.

We will not be liable for any indirect, consequential, or economic loss, including loss of profit, business interruption, or loss of opportunity, arising from or in connection with the provision of our services.

We will not be responsible for any damage to items or property that arises from inherent defects, instability, or pre-existing conditions, or where the Customer has requested removal of items from locations that are difficult to access or present a risk of damage.

Our staff may assist with moving items or accessing areas as a courtesy, but this is entirely at the Customer’s risk and we accept no liability for resulting damage unless caused by our negligence.

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

Subject to the above, our total aggregate liability to the Customer for any claim arising out of or in connection with our services will not exceed the total amount paid or payable for the specific service in question.

10. Insurance

We maintain insurance cover appropriate to the nature of our business, including public liability insurance in accordance with industry practice. Details of our insurance cover can be made available on request.

11. Customer Conduct and Fair Use

The Customer must treat our staff with courtesy and respect at all times. We operate a zero-tolerance policy towards abusive, aggressive, or discriminatory behaviour.

If our staff feel threatened or unsafe, they are authorised to leave the site immediately and we may cancel the service and charge a cancellation fee. We may also decline to provide further services to the Customer.

We reserve the right to apply fair use limits to promotions, discounts, or recurring services to prevent misuse or excessive demand beyond reasonable expectations.

12. Data Protection and Privacy

We collect and process personal information necessary for managing bookings, providing services, taking payments, and communicating with Customers. We handle personal data in accordance with applicable UK data protection laws.

Personal information may include name, contact details, service address, payment details, and service history. We will only use this data for legitimate business purposes and will take reasonable steps to safeguard it from unauthorised access or disclosure.

13. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or business practices. The latest version will apply to all new bookings made after the date of publication.

Where material changes affect existing bookings, we will seek to notify affected Customers and, where appropriate, offer the option to cancel without penalty.

14. Complaints and Dispute Resolution

If you are dissatisfied with any aspect of our services, you should contact us as soon as possible with details of your concern. We will investigate and respond within a reasonable timeframe, aiming to resolve issues amicably.

In the event of a dispute that cannot be resolved directly, either party may consider using an appropriate alternative dispute resolution service, although this does not affect your right to pursue legal remedies in the courts.

15. 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 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 our services.

16. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary or, if not possible, deleted, without affecting the validity of the remaining provisions.

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.

These Terms and Conditions constitute the entire agreement between the Customer and Waste Collection Hackney in relation to the provision of services and supersede any previous agreements, understandings, or arrangements, whether written or oral.