These Terms and Conditions set out the basis on which we provide our rubbish clearance and waste collection services to domestic and commercial customers. By booking a service with us, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
In these Terms and Conditions, the following expressions have the meanings set out below:
1.1 Service means any rubbish clearance, waste removal, waste collection, loading, transportation, or related service provided by us.
1.2 We, us or our means the business trading as Rubbish Clearance Elephant and Castle.
1.3 You or your means the customer who books or receives the Service, whether an individual, company, landlord, tenant, agent or other organisation.
1.4 Site means the property, premises or location where the Service is to be carried out.
1.5 Waste means any items, materials, junk, rubbish, or refuse that you ask us to remove as part of the Service, other than excluded items set out in these Terms and Conditions.
2.1 We provide rubbish clearance and waste collection services to residential and commercial customers, including one-off clearances, regular waste collections and ad hoc removal of bulky items.
2.2 The precise scope of the Service will be as agreed with you at the time of booking or as confirmed in any written confirmation provided by us.
2.3 Our team will normally carry out loading of Waste from accessible areas of the Site. Additional charges may apply if Waste must be removed from difficult-to-access areas or requires additional labour, time or equipment.
2.4 We reserve the right to refuse to remove any items that we reasonably believe are hazardous, prohibited, unsafe to move, or not in line with applicable waste regulations and our waste carrier obligations.
3.1 You may request a booking by telephone, email or online enquiry. Your booking is not confirmed until we have accepted it and, where applicable, provided you with a booking reference or confirmation message.
3.2 When making a booking, you must provide accurate information about:
a the type and approximate volume or weight of Waste
b the location and access at the Site
c any parking restrictions or access limitations
d any special requirements or unusual items
3.3 Any estimate given prior to the Service is based on the information you provide. If on arrival the actual volume, weight, type of Waste or access conditions differ significantly from what was described, we may need to adjust the price, change the Service, or decline the job.
3.4 We will aim to attend the Site within the agreed time window. However, all arrival times are estimates and may be affected by traffic, weather, earlier jobs, or other factors beyond our control. We will use reasonable efforts to keep you informed of significant delays.
4.1 You are responsible for providing safe, reasonable and lawful access to the Site for our team and vehicle.
4.2 You must ensure that any necessary parking arrangements are in place before our arrival, including permits or visitor passes where required. Any parking charges or fines incurred as a result of insufficient arrangements may be added to your invoice.
4.3 If we are unable to carry out the Service due to lack of access, unsafe conditions or parking restrictions, we may treat the visit as a cancellation and apply our cancellation charges.
5.1 Our charges are usually based on the volume and type of Waste collected, together with labour time, access conditions and any additional services required.
5.2 Any estimate given before we see the Waste is a non-binding estimate only. The final price will be confirmed on arrival once our team has inspected the Waste and Site.
5.3 If you do not accept the final price on arrival, you may decline the Service. In such cases, we reserve the right to charge a call-out or attendance fee to cover our costs.
5.4 Additional charges may apply for:
a heavy or dense materials, such as soil, rubble or tiles
b special handling of certain items, such as mattresses, fridges, freezers or tyres
c extra labour time beyond what is usual for the volume of Waste
d stairs, long carrying distances, or restricted access
6.1 Payment is due on completion of the Service, unless we agree different terms in writing before the Service takes place.
6.2 We may accept payment by cash, bank transfer or card, subject to availability of payment methods at the time of Service.
6.3 For business customers, we may offer account terms at our discretion. Invoices issued under such terms are payable by the due date specified on the invoice. We reserve the right to charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK legislation.
6.4 All prices quoted are exclusive of VAT unless expressly stated otherwise. Where VAT is applicable, it will be added at the prevailing rate.
7.1 You may cancel or reschedule a booking by contacting us using the details provided at the time of booking.
7.2 If you cancel more than 24 hours before the scheduled arrival time, no cancellation fee will normally be charged.
7.3 If you cancel within 24 hours of the scheduled arrival time, arrive late to grant access, or fail to provide access to the Site, we reserve the right to charge a cancellation or call-out fee to cover our reasonable costs.
7.4 We may cancel or reschedule the Service if:
a you have provided inaccurate or incomplete information about the Waste or Site
b access or conditions at the Site are unsafe or unsuitable
c there are adverse weather conditions or other events beyond our reasonable control
d you have outstanding unpaid invoices or have failed to comply with these Terms and Conditions
7.5 In the event of cancellation by us, we will, where possible, offer you an alternative appointment. We will not be liable for any indirect or consequential loss arising from such cancellation.
8.1 You must be present at the Site, or ensure that an authorised representative is present, during the Service to confirm which items are to be removed and to approve the final price.
8.2 You must ensure that items intended for removal are clearly identified and separated, and that no items to be kept are mixed with the Waste.
8.3 We are not responsible for removing items that we have not been clearly instructed to take. Likewise, we are not liable if items intended for disposal are retained at the Site through lack of clear instructions.
8.4 You must not ask our team to remove any items that are unsafe, illegal, or prohibited under waste regulations. If such items are identified, we may refuse to remove them and may still charge for our attendance.
9.1 We operate as a licensed waste carrier and will dispose of Waste only at authorised facilities in accordance with UK waste management legislation.
9.2 We do not normally remove certain hazardous or specialist waste, which may include:
a asbestos or materials containing asbestos
b clinical or medical waste, syringes or sharps
c chemicals, solvents, oils, paints or flammable liquids
d gas bottles, cylinders or certain pressurised containers
e explosives, ammunition or radioactive materials
9.3 If such items are found mixed with the Waste without prior disclosure, we may refuse to complete the Service, charge additional handling or disposal fees, or require you to arrange separate specialist disposal.
9.4 We may ask you to complete or sign relevant documentation relating to waste transfer, such as a waste transfer note. You agree to provide accurate details where required.
10.1 We will exercise reasonable care and skill in providing the Service. However, you acknowledge that the nature of rubbish clearance work may involve moving heavy or awkward items through confined spaces.
10.2 You must take reasonable steps to protect the Site and any fixtures, fittings or surfaces that might be affected by the clearance, for example by removing fragile items from access routes or protecting flooring.
10.3 We will not be liable for:
a normal wear and tear or minor scuffs, marks or scratches to floors, walls or doors arising from the careful performance of the Service
b pre-existing damage or defects at the Site
c loss or damage arising from inaccurate information provided by you
d loss of profits, loss of business, loss of opportunity or any indirect or consequential loss
10.4 Our total liability for any loss or damage arising out of or in connection with the Service shall, to the extent permitted by law, be limited to the price paid or payable for the specific Service giving rise to the claim.
10.5 Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded under UK law.
11.1 We maintain public liability insurance appropriate to the nature of our rubbish clearance and waste collection activities.
11.2 If you wish to make a claim for damage allegedly caused by our Service, you must notify us in writing as soon as reasonably practicable and provide full details, including photographs where possible. Failure to notify us promptly may affect our ability to investigate and resolve the matter.
12.1 If you are dissatisfied with any aspect of the Service, you should contact us as soon as possible, providing your name, contact details, the date of the Service and a clear description of the issue.
12.2 We will investigate your complaint and aim to respond within a reasonable timeframe. Where appropriate, we may offer a remedy such as a partial refund, re-attendance or other resolution at our discretion.
13.1 We will collect and use your personal information only for the purposes of managing your booking, providing the Service, handling payments and dealing with any queries or complaints.
13.2 We will take reasonable steps to keep your personal information secure and will not sell your details to third parties. We may share your data with trusted service providers where necessary to process payments or deliver our services.
14.1 We shall not be liable for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay results from events, circumstances or causes beyond our reasonable control. These may include, without limitation, extreme weather, road closures, accidents, strikes, pandemics or fuel shortages.
14.2 If a force majeure event prevents us from performing the Service on the agreed date, we will endeavour to offer an alternative date once circumstances allow.
15.1 We may update or amend these Terms and Conditions from time to time. Any changes will apply to bookings made after the updated terms are published or made available to you.
15.2 The version of the Terms and Conditions applicable to your booking will be those in force at the time you make the booking, unless we agree otherwise in writing.
16.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.
17.1 These Terms and Conditions, together with any written quotation or confirmation issued by us, constitute the entire agreement between you and us in relation to the Service. You acknowledge that you have not relied on any statement, promise or representation that is not set out in these documents.
18.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Service shall be governed by and construed in accordance with the laws of England and Wales.
18.2 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 Service, whether contractual or non-contractual.
By booking a rubbish clearance or waste collection with us, you confirm that you have read, understood and agree to these Terms and Conditions.
Read the UK service terms and conditions for Rubbish Clearance Elephant and Castle, covering bookings, payments, cancellations, liability, and waste regulations.
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