Terms and Conditions for Waste Removal Elephant and Castle

These Terms and Conditions set out the basis on which Waste Removal Elephant and Castle provides waste collection and related services to domestic and commercial customers in the United Kingdom. By placing a booking with us, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.

1. Definitions

In these Terms and Conditions, the following words have the meanings given to them below:

Company, we, us, our means Waste Removal Elephant and Castle, the provider of waste removal and collection services.

Customer, you, your means the person, business, or organisation that requests or purchases services from us.

Services means any waste removal, clearance, collection, loading, transportation, or related services provided by us.

Waste means any items, materials, refuse, rubbish, junk, or similar substances to be removed by us, excluding items and substances we are not permitted to handle under law or these Terms and Conditions.

Site means the address or location where the waste is to be collected and where the services are to be performed.

2. Scope of Services

Our services generally include collection, loading, and removal of waste from the site, transportation of waste, and delivery to a licensed waste transfer station or disposal facility. Services are offered to households, landlords, letting agents, businesses, and other organisations.

We reserve the right to decline or discontinue services where waste is not as described at the time of booking, where access is unsafe or not reasonably practicable, or where the waste includes prohibited or hazardous materials that we are not licensed or insured to handle.

3. Booking Process

You may request a booking by telephone, email, online form, or other contact methods made available by us from time to time. When requesting a booking, you must provide accurate and complete details, including:

a. Your full name and contact details
b. The site address for collection
c. The type and approximate volume or weight of waste
d. Any access restrictions, parking requirements, or site limitations
e. Any items you believe may be hazardous or require special handling

Based on the information you provide, we may offer an estimated quote for the services. This estimate may be subject to change on arrival at the site if the volume, weight, type of waste, or accessibility differ from the information supplied.

A booking is not confirmed until we have accepted it and provided you with a provisional date and time window for the service. We aim to attend within the agreed time window, but this is not guaranteed and may be affected by traffic, weather, operational constraints, or other factors beyond our reasonable control.

4. Access and Site Requirements

You agree to ensure that we have safe, suitable, and lawful access to the site for the duration of the services. This includes arranging any required parking permits, visitor permissions, or access codes in advance, and notifying us of any restrictions such as loading bays, time-limited parking, or height limits.

You must ensure that the waste to be collected is clearly identified, safely accessible, and not mixed with items that are not intended for removal. Where waste is located on upper floors, in internal rooms, or in limited access areas, you must inform us at the time of booking. Additional charges may apply where access is significantly more difficult or time-consuming than reasonably anticipated.

If we attend the site and are unable to complete the service due to inadequate access, parking issues, or unsafe conditions, we may charge a call-out or failed attendance fee to cover our reasonable costs.

5. Waste Types and Regulations

We operate in accordance with applicable UK waste management legislation and regulations. All waste collected is transported to licensed facilities for treatment, recycling, recovery, or disposal, as appropriate.

The customer is responsible for ensuring that the description of waste provided to us is accurate and that no prohibited or restricted items are included without prior notification and our consent. Prohibited items generally include, but are not limited to, the following:

a. Asbestos or suspected asbestos-containing materials
b. Clinical, medical, or biological waste
c. Pressurised containers and gas cylinders
d. Explosives or ammunition
e. Radioactive materials
f. Chemicals, solvents, oils, paints, and other hazardous substances except where agreed in advance
g. Large quantities of liquid waste

Where we are required by law or regulation to refuse certain items or to handle them under special conditions, we may adjust our charges or decline to remove those items. If any such items are discovered during the service and were not disclosed at the time of booking, we may charge additional fees for handling, or we may leave them on site.

The customer remains responsible for any prohibited or hazardous materials that we cannot legally remove or for which we are not licensed. You must arrange separate specialist services where required by law for such materials.

6. Pricing and Payment

Our prices are based on factors including the estimated volume and weight of waste, the type of waste, the labour involved, access conditions, and any disposal or recycling charges. We may provide guide prices or bands in advance, but final pricing may be confirmed on site once we have inspected the waste.

Unless agreed otherwise in writing, payment is due in full upon completion of the service at the site. We may accept payment by cash, card, bank transfer, or other methods communicated to you at the time of booking. For business customers, we may extend credit terms subject to a successful account application and our internal checks.

All charges are stated exclusive of VAT unless expressly indicated otherwise. Where VAT applies, it will be added at the prevailing rate. You agree to pay any applicable taxes, levies, or charges in addition to the service price.

We reserve the right to request a deposit or full payment in advance, particularly for larger clearances, commercial projects, or bookings at busy times. Deposits may be retained in accordance with our cancellation policy set out in section 7.

7. Cancellations, Amendments, and Delays

You may cancel or amend your booking by contacting us during normal working hours. Any cancellation or amendment is effective when confirmed by us.

If you cancel your booking more than 24 hours before the agreed arrival window, we will normally cancel without charge. Where a deposit has been taken, we may, at our discretion, retain a reasonable administrative fee or arrange for the deposit to be applied to a future booking.

If you cancel less than 24 hours before the agreed arrival window, or if we attend the site and are unable to complete the service for reasons beyond our control, we may charge a cancellation or failed attendance fee to cover travel, staff, and scheduling costs.

Where you wish to amend a booking, such as by changing the service date, time window, or scope of work, we will make reasonable efforts to accommodate your request, but we cannot guarantee availability. Amendments may affect the quoted price.

We reserve the right to cancel or reschedule a booking where we cannot safely or lawfully provide the service, where access is not as described, or due to events beyond our reasonable control, including but not limited to severe weather, road closures, accidents, staff illness, or equipment failure. Where we cancel a booking, any deposit you have paid for that booking will, at your choice, be refunded or applied to a rearranged service.

8. Customer Obligations

You agree to:

a. Provide accurate information about the waste and site conditions
b. Ensure lawful access to the site and make necessary arrangements for parking
c. Obtain any consents, permissions, or approvals required from property owners, occupiers, or managing agents
d. Ensure the waste is not contaminated with hazardous materials or items we have not agreed to remove
e. Supervise the service where necessary and make timely decisions, including identifying which items are to be removed or retained

Where the customer is not present at the site, they must provide clear instructions and contact details so that our team can identify the correct waste and seek guidance where needed. The customer is responsible for any misunderstandings arising from incomplete or unclear instructions.

9. Title and Responsibility for Waste

Title and responsibility for the waste pass to us once it has been loaded onto our vehicle, subject to these Terms and Conditions and applicable law. Up to that point, the waste remains your responsibility.

If we discover after collection that the waste includes prohibited or hazardous materials that you did not disclose, or which we are not licensed to handle, we may need to return such items to you, or require you to arrange their collection from an agreed location. Any costs, fees, penalties, or charges incurred by us in handling such materials may be recoverable from you.

10. Liability and Limitations

We will exercise reasonable care and skill in providing the services. Our liability to you for any direct loss or damage arising from our negligence or breach of contract is limited to the total price paid or payable for the relevant services, except where such limitation is not permitted by law.

We are not liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of business, loss of opportunity, or loss of goodwill.

We are not responsible for damage to items that you have instructed us to remove, nor for damage arising from pre-existing defects or weaknesses at the site such as loose paving, defective flooring, or concealed services. You are responsible for identifying and protecting any particularly fragile, valuable, or sensitive items or surfaces before the service begins.

Nothing in these Terms and Conditions shall limit or exclude 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 limited or excluded.

11. Insurance

We maintain public liability insurance and, where applicable, employer's liability insurance at levels appropriate to our operations. Evidence of insurance can be provided upon reasonable request.

12. Data Protection and Privacy

We collect and use personal data, such as your name, contact details, and site address, for the purpose of managing bookings, delivering services, processing payments, and handling inquiries or complaints. We handle such data in accordance with UK data protection laws.

We will not sell your personal data to third parties. We may share necessary information with service partners, payment processors, and regulatory authorities where required for the proper performance of our services or compliance with legal obligations.

13. Complaints and Disputes

If you are dissatisfied with any aspect of our service, you should contact us as soon as possible with details of your concerns. We will investigate and aim to respond within a reasonable time. Where appropriate, we may offer to return to the site, adjust charges, or provide another form of resolution, at our discretion and subject to applicable law.

Any disputes arising from these Terms and Conditions or the services provided shall be addressed initially through direct communication between you and us. If a dispute cannot be resolved informally, either party may pursue legal remedies in the courts as described in section 15.

14. Changes to Terms and Conditions

We may update or revise these Terms and Conditions from time to time. The version in force at the time of your booking will apply to that booking. We recommend that you review the Terms and Conditions before confirming each new booking.

15. Governing Law and Jurisdiction

These Terms and Conditions and any contract between you and us for the provision of services are governed by and construed in accordance with the laws of England and Wales.

Any disputes or claims arising out of or in connection with these Terms and Conditions or the services shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where the law permits you to bring claims in the courts of another part of the United Kingdom.

16. Severability

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

17. Entire Agreement

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 services and supersede any prior discussions, correspondence, or representations, whether oral or written, relating to the subject matter.

By confirming a booking with Waste Removal Elephant and Castle, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.