House Clearance Richmond upon Thames Service Terms

These Terms and Conditions set out the basis on which we provide house clearance and associated waste collection services in Richmond upon Thames and surrounding areas. By booking a service 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 given below:

Customer, you or your means the individual or business ordering or receiving our services.

We, us or our means the provider of the house clearance and waste collection services.

Services means any house clearance, waste removal, rubbish collection, bulky item removal, or related services we agree to provide.

Booking means a confirmed request for services made by you and accepted by us in writing, by email, text message, or other agreed method.

Waste means any items, materials, furniture, appliances, garden waste, or other goods that you instruct us to remove.

2. Scope of Services

We provide house clearance and waste collection services including removal of general household items, furniture, white goods, bagged waste, and similar non-hazardous materials. We may also provide light commercial clearances and other waste-related services by agreement.

Our services do not normally include removal of hazardous or specialist waste such as asbestos, clinical or medical waste, chemicals, solvents, gas cylinders, or any material classified as hazardous under relevant waste regulations, unless we expressly agree in writing and appropriate arrangements have been made.

We reserve the right to refuse to clear any items that we reasonably believe are unsafe to handle, illegal to transport, or not in line with our waste carrier licence or applicable law.

3. Booking Process

You may request a quote and make a booking by telephone, email, online enquiry, or any other method we make available. To complete a booking, we will require accurate details about the property, access, the type and approximate volume or weight of waste, and any special requirements.

Quotes may be given as an estimate based on the information you provide or as a fixed price following a site visit or review of photos. Where an estimate is given without us inspecting the waste, the final price may vary if the actual volume, weight, type of waste, or site conditions differ from those described by you.

A booking is only confirmed when we send you written confirmation specifying the service, date, approximate time window, and any agreed pricing basis. By confirming the booking, you warrant that you are the owner of the items to be removed or have the full authority of the owner to arrange their disposal.

It is your responsibility to ensure that all details in the booking confirmation are accurate. Please contact us promptly if any information appears incorrect or incomplete so that we can amend the booking where possible.

4. Access and Customer Obligations

You must ensure that we have safe, reasonable access to the property and all areas where waste is to be collected. This includes arranging any necessary parking permissions, entry codes, keys, or gate access in time for the scheduled appointment.

If we are unable to carry out the service due to lack of access, restricted parking, unsafe conditions, or if the waste is different in nature or significantly greater in volume than described at the time of booking, we may:

Offer to proceed subject to an additional charge to cover extra time, labour, or disposal costs; or

Decline to carry out the service and treat the visit as a cancellation by you, in which case a call-out or cancellation charge may apply as set out in section 7.

You must remove any personal or valuable items that you do not wish to be taken. We will not be responsible for loss or damage to any item that has not been clearly identified and separated from the items to be removed.

5. Pricing and Payment Terms

Prices for our services are normally based on the volume and type of waste collected, labour time, and any additional services required such as dismantling or carrying from upper floors. Where a fixed price has been agreed, it will be set out in the booking confirmation.

All prices are quoted in pounds sterling and may be subject to VAT or other applicable taxes or charges, which will be clearly indicated where relevant.

Unless otherwise agreed, payment is due on completion of the service on the day of collection. We accept cash, bank transfer, and major debit or credit cards, subject to availability of payment facilities. For business customers, alternative payment terms may be agreed in writing prior to service.

Where we have agreed to invoice you after completion, payment must be received in full by the due date stated on the invoice. We reserve the right to charge interest on late payments at the statutory rate together with reasonable administration costs incurred in recovering overdue sums.

6. Changes to Bookings

If you wish to change the date, time, or scope of a booking, you must notify us as soon as possible. We will use reasonable efforts to accommodate changes but cannot guarantee availability at your preferred time or date.

Where changes increase the time required, access difficulty, or volume or type of waste, we may revise the quoted price. Any revised price will be agreed with you before work proceeds.

7. Cancellations and Missed Appointments

You may cancel a booking by notifying us by telephone or email. The following cancellation terms apply unless otherwise agreed in writing.

If you cancel more than 24 hours before the scheduled arrival time, no cancellation fee will usually apply.

If you cancel less than 24 hours before the scheduled arrival time, or fail to provide access when we arrive, we reserve the right to charge a reasonable cancellation or call-out fee to cover our costs, including labour and transport.

If we need to cancel or reschedule a booking due to circumstances beyond our reasonable control, such as extreme weather, vehicle breakdown, staff illness, or safety concerns, we will notify you as soon as reasonably practicable and agree an alternative date or time. We will not be liable for any indirect or consequential losses arising from such cancellation or rescheduling.

8. Service Delivery and Time Windows

We will aim to attend your property within the agreed time window. However, all arrival times are estimates and cannot be guaranteed due to factors such as traffic, previous jobs, or operational issues.

If we expect to be significantly delayed, we will take reasonable steps to contact you and provide an updated arrival time. You agree to allow a reasonable degree of flexibility in the timing of our visit.

9. Waste Handling and Regulations

We are committed to responsible house clearance and waste collection. All waste is handled in accordance with applicable UK waste management legislation and guidance. We hold the relevant waste carrier authorisation and use licensed disposal, recycling, or treatment facilities where required.

By using our services, you confirm that the waste you ask us to remove is not hazardous unless we have expressly agreed to handle such materials. You agree not to conceal hazardous or prohibited items within general waste.

We will separate and recycle materials where reasonably practicable. Items that have potential for reuse may be donated, resold, or otherwise diverted from landfill where possible. Title to all waste and items removed transfers to us at the point of collection, unless agreed otherwise in writing.

We may photograph loads for duty of care, record-keeping, and insurance purposes. This may include images of the waste before and after clearance, but we will avoid capturing unnecessary personal information where possible.

10. Customer Warranties

You warrant and represent that:

You have full authority to instruct us to remove all items included in the clearance;

No item to be removed is subject to third party ownership, dispute, or any form of security interest;

All information you provide about access, parking, property condition, and waste type and quantity is accurate to the best of your knowledge; and

You will comply with all reasonable instructions given by our staff for safety and operational reasons during the service.

11. Liability and Limitations

We will exercise reasonable care and skill when providing our services. However, we will not be liable for:

Any loss or damage arising from items that you failed to remove or clearly separate from the waste to be collected;

Normal wear and tear or unavoidable minor scuffs or marks occurring during removal of bulky items through tight or restricted spaces, where reasonable care has been taken;

Any indirect, consequential, or special losses, including loss of profit, loss of business, or loss of opportunity, arising out of or in connection with our services.

Our total liability to you in respect of any claim arising from the provision of services, whether in contract, tort, or otherwise, shall be limited to the total price paid or payable for the relevant service, except where such limitation is not permitted by law.

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 be excluded or limited under applicable law.

12. Insurance

We maintain appropriate insurance cover in respect of our house clearance and waste collection activities. Details of our insurance cover are available on request. You are responsible for arranging any additional insurance you consider necessary to protect your property or belongings.

13. Complaints and Disputes

If you are dissatisfied with any aspect of our service, you should contact us as soon as possible, providing full details of your concern. We will investigate the matter and aim to respond promptly with our findings and any proposed resolution.

We expect that most issues can be resolved directly between us and the customer. If a dispute remains unresolved, either party may seek to use mediation or other alternative dispute resolution procedures where both sides agree, or pursue their rights through the courts as permitted by law.

14. Data Protection and Privacy

We may collect and process personal information about you in the course of taking bookings and providing our services, such as your name, contact details, and service address. We will use this information only for the purposes of administering your booking, delivering the services, complying with legal obligations, and, where permitted, telling you about our services.

We will take reasonable steps to keep your personal information secure and will not sell or disclose it to third parties except where necessary to deliver the service, comply with law, or enforce our legal rights.

15. Force Majeure

We will not be liable for any delay or failure to perform our obligations under these Terms and Conditions where such delay or failure results from events or circumstances beyond our reasonable control. These may include, but are not limited to, extreme weather, accidents, transport disruptions, strikes, acts of God, or changes in law or regulation.

16. Amendments to Terms

We may update or amend these Terms and Conditions from time to time to reflect changes in our services, operational requirements, or applicable law. The version in force at the time of your booking will apply to that booking. Updated terms may be provided on request.

17. 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 removed or limited to the minimum extent necessary. The remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with the booking confirmation and any written variations agreed between us, constitute the entire agreement between you and us in relation to the services. You acknowledge that you have not relied on any statement or representation not set out in these documents.

19. Governing Law and Jurisdiction

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

You and we both 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 the provision of our house clearance and waste collection services.

By confirming a booking with us, you acknowledge that you have read, understood, and agree to these Terms and Conditions.