Waste Collection Merton Service Terms and Conditions

These Terms and Conditions set out the basis on which Waste Collection Merton provides waste and rubbish collection services to domestic and commercial customers. By booking a waste collection with us, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Customer means the person, business, organisation or other entity requesting the services provided by Waste Collection Merton.

Services means waste collection, rubbish removal, bulky waste clearance, recycling collection and any related services provided by Waste Collection Merton.

Waste means the items, materials, goods or rubbish that the Customer asks us to remove, collect or manage.

Agreement means the contract between the Customer and Waste Collection Merton formed under these Terms and Conditions.

2. Scope of Services

Waste Collection Merton provides pre-booked waste collection services within our operational service area. Services may include one-off clearances, scheduled collections, and specialised waste handling where agreed in advance. The precise Services to be provided will be confirmed during the booking process based on the information supplied by the Customer.

We reserve the right to refuse, suspend or cancel Services where providing them would be unsafe, unlawful, impractical, outside our service area, or where the Customer has breached these Terms and Conditions.

3. Booking Process

3.1 Bookings may be made by telephone or by any other booking method we make available. At the time of booking, the Customer must provide accurate information about the type, approximate volume, weight and nature of the Waste, the collection address, access requirements, preferred date and contact details.

3.2 The Customer must inform us of any hazardous, restricted, electrical, or special waste, and any large or bulky items. If the Customer is unsure whether particular items can be collected, they must clarify this with us before the booking is confirmed.

3.3 Any quotation provided prior to collection is based on the information supplied at the time of booking. If, upon arrival, the Waste differs in type, volume or difficulty of access from that described, we may revise the price, adjust the Services, or decline to proceed with the collection.

3.4 A booking is only confirmed when we have accepted it and provided confirmation. We may, at our discretion, refuse any booking request.

4. Access and Customer Responsibilities

4.1 The Customer must ensure that we have safe, reasonable and lawful access to the collection address and the Waste at the agreed time. This includes arranging necessary permissions, parking access, gate codes or entry instructions.

4.2 The Customer must ensure that Waste is ready for collection, clearly separated from items not intended for removal, and stored in a safe manner. We are not responsible for mistakenly removing items that are not clearly identified as being excluded from collection.

4.3 Where collections take place in communal areas, commercial premises or shared properties, the Customer is responsible for obtaining any relevant consent from landlords, property managers or other occupiers.

4.4 If we are unable to carry out the Services at the agreed time because of access issues, unsafe conditions, misleading information, or the Customer not being present where presence is required, we may charge a reasonable wasted journey or cancellation fee.

5. Pricing and Payment Terms

5.1 Prices for Services are normally provided as a fixed quote or estimated range based on the information provided during booking. All prices are stated in pounds sterling and may be subject to applicable taxes or charges.

5.2 If, on arrival, the Waste is greater in volume or different in character than described, we may provide a revised price before continuing. If the Customer does not accept the revised price, we may cancel the collection and charge a reasonable call-out fee.

5.3 Unless agreed otherwise, payment is due on completion of the collection. We may require full or part payment in advance for certain Services, for regular commercial collections, or where longer travel or additional resources are required.

5.4 We accept payment by commonly used UK methods, which will be advised at the time of booking or collection. Cash payments, where accepted, must be made directly to our authorised staff and a receipt will be provided upon request.

5.5 Where we have agreed to invoice a Customer, payment must be made in full by the due date shown on the invoice. We reserve the right to charge interest on overdue amounts in accordance with applicable UK law and to suspend further Services until payment is received.

6. Cancellations and Amendments

6.1 The Customer may cancel or amend a booking by contacting us using the details provided at the time of booking.

6.2 For standard one-off collections, cancellations made more than 24 hours before the agreed arrival window will usually incur no cancellation fee. Cancellations within 24 hours of the agreed arrival window may be subject to a reasonable late cancellation charge to cover associated costs.

6.3 For regular or contractual waste collections, the notice period for cancellation or changes may be longer and will be set out in the relevant service agreement or as confirmed during booking.

6.4 We reserve the right to cancel or reschedule a collection due to circumstances beyond our reasonable control, such as extreme weather, vehicle breakdown, accidents, road closures, staff illness, or safety concerns. Where possible, we will notify the Customer and rearrange the collection at the earliest convenient time. We are not liable for any loss or inconvenience arising from such cancellations or delays.

7. Waste Acceptance and Prohibited Items

7.1 We collect most general household and commercial waste, including mixed rubbish, furniture, appliances, garden waste and recyclable materials, subject to applicable laws and our operational policies.

7.2 Certain types of waste are restricted or prohibited, including but not limited to: asbestos, clinical or medical waste, liquids, gases, chemicals, solvents, oils, explosives, pressurised containers, radioactive materials, and any item classified as hazardous waste under UK legislation unless specifically agreed in writing in advance.

7.3 The Customer is responsible for declaring any hazardous, electrical or special waste in advance. Where we agree to collect such items, additional charges, handling procedures or documentation may apply.

7.4 If prohibited or undeclared hazardous items are discovered during collection, we may refuse to remove them, adjust the fee, or suspend the Services. The Customer may be liable for any costs, fines or penalties arising from incorrect description or unlawful presentation of Waste.

8. Compliance with Waste Regulations

8.1 Waste Collection Merton operates in compliance with applicable UK waste management legislation and regulations, including duty of care requirements, Waste Transfer documentation and relevant licensing obligations.

8.2 We will transport and dispose of collected Waste only at authorised facilities, aiming to maximise reuse and recycling where practicable. We may segregate Waste for recycling, recovery or disposal in accordance with best practice and regulatory obligations.

8.3 Where required, we will issue or ensure the completion of appropriate Waste Transfer Notes or other documentation. The Customer must provide accurate information necessary for these records and retain copies where legally required.

8.4 The Customer remains responsible for the Waste and its lawful classification until it is accepted by us at the point of collection. Once collected, we assume responsibility for managing the Waste in line with applicable waste regulations.

9. Customer Warranties

9.1 The Customer warrants that they have full authority to allow us to access the premises and remove the Waste, and that the Waste belongs to them or that they are otherwise lawfully entitled to arrange its removal.

9.2 The Customer warrants that all information provided about the Waste is accurate and not misleading, and that the Waste does not include prohibited items unless specifically agreed in advance.

9.3 The Customer agrees to indemnify us against any loss, cost, claim or damage arising from breach of these warranties or from any unlawful or unsafe Waste presented for collection.

10. Liability and Limitations

10.1 We will exercise reasonable care and skill in providing the Services. However, we are not liable for any indirect, consequential or economic loss, including loss of profit, business interruption, loss of opportunity, or loss of data, arising from or in connection with the provision of the Services.

10.2 While our staff will take reasonable care when removing Waste from your premises, the Customer is responsible for protecting floors, walls, fixtures and fittings where necessary. Minor scuffs, marks or damage incidental to moving bulky items through confined spaces will not usually give rise to liability on our part, provided we have acted with reasonable care.

10.3 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 legally be limited or excluded under UK law.

10.4 Subject to the above, our total liability to the Customer for any loss or damage arising out of or in connection with the Agreement shall not exceed the total price paid or payable for the specific Service in respect of which the claim arises.

11. Delays and Force Majeure

11.1 We aim to attend collections within an agreed time window, but arrival times are estimates and may be affected by traffic, weather, operational issues or other factors beyond our control. We are not liable for delays that do not materially prevent us from performing the Service within a reasonable period.

11.2 We are not responsible for any failure or delay in performing our obligations under these Terms and Conditions where such failure or delay results from events or circumstances beyond our reasonable control, including but not limited to strikes, lock-outs, industrial disputes, accidents, breakdowns, acts of God, epidemics, acts of government, or major disruptions to transport networks.

12. Complaints and Disputes

12.1 If you have a concern or complaint about our Services, you should contact us promptly with details of the issue so that we can attempt to resolve it.

12.2 We will investigate complaints in a fair and timely manner. Where a service shortfall is identified, we may, at our discretion, offer a partial refund, price adjustment, re-visit or other appropriate remedy.

12.3 If a dispute cannot be resolved amicably, either party may pursue its rights through the courts in accordance with the governing law clause below.

13. Data Protection and Privacy

13.1 We collect and use personal information such as names, addresses, contact details and payment information for the purposes of booking, delivering and managing the Services, handling accounts, and complying with legal obligations.

13.2 We handle personal data in accordance with applicable UK data protection laws. Information is kept secure and only retained for as long as necessary to fulfil the purposes for which it was collected or as required by law.

14. Variations to these Terms

14.1 We may update or amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, or our operational practices.

14.2 The Terms and Conditions in force at the time of the Customer's booking will normally apply to that Service. Any material changes that may significantly affect existing contractual arrangements will be communicated where reasonably practicable.

15. Severability

15.1 If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be treated as modified to the minimum extent necessary or, if this is not possible, deemed deleted. The remaining provisions shall continue in full force and effect.

16. Entire Agreement

16.1 These Terms and Conditions, together with any written quotation or service confirmation provided to the Customer, constitute the entire agreement between the parties in relation to the Services and supersede any prior understandings, representations or agreements, whether written or oral.

17. Governing Law and Jurisdiction

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

17.2 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 Services provided by Waste Collection Merton.

By booking a waste collection service with Waste Collection Merton, you confirm that you have read, understood and agree to these Terms and Conditions.