Terms & conditions

1. These terms

These terms apply to all collection, clearance and disposal services supplied by Rubbish Collection Medway Ltd ("we", "us"). Placing a booking by phone, email or the website quote form constitutes acceptance of them.

2. Quotations and fixed prices

Quotations are based on the description and photographs you supply. A quotation is a fixed price for the volume, item list and access described, and includes labour, transport and disposal unless stated otherwise.

If the waste presented on arrival materially exceeds what was described — greater volume, additional items, heavier materials such as soil, rubble or tiles, or access substantially worse than described — we will quote the revised price before loading anything. You are free to decline and pay nothing.

3. Access and parking

You are responsible for ensuring reasonable vehicle access and, where a permit or suspended bay is needed, for arranging it. Where we cannot park within a reasonable carrying distance and no alternative is available, an aborted visit charge equal to 25% of the quoted price may apply.

Carries beyond approximately 30 metres, or from the third floor and above without a working lift, attract a labour surcharge that will be quoted before booking.

4. Items we cannot accept

Our upper tier waste carrier registration does not extend to asbestos, clinical or sharps waste, gas cylinders, fuels, oils, solvents, paint in bulk, tyres in bulk, or explosive or radioactive material. We will not remove these and will identify a licensed specialist instead.

Upholstered domestic seating containing persistent organic pollutants is collected but must be segregated and incinerated by law, and is therefore priced separately from general waste.

5. Your responsibility for what is loaded

Once loaded, waste is taken for disposal and cannot be recovered. Please check for valuables, documents, keys and medication before we arrive. On probate and full house clearances we will set aside anything that appears to be personal paperwork, jewellery or currency and bring it to your attention, but we cannot accept liability for items handed to us for disposal.

6. Cancellation and rescheduling

You may cancel or reschedule free of charge up to two hours before the start of your arrival window. Cancellation inside that window, or a no-access visit, may attract a charge of 25% of the quoted price to cover the allocated crew and vehicle.

Consumers booking off-premises retain their statutory 14-day right to cancel under the Consumer Contracts Regulations 2013. Where you ask us to perform the service within that period and we do so, we may charge for the service supplied.

7. Payment

We accept card, bank transfer, cash, invoice (30-day trade accounts). Domestic work is payable on completion. Approved trade accounts are invoiced on 30-day terms; overdue balances may attract statutory interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998.

8. Compliance and paperwork

We hold an upper tier Environment Agency waste carrier registration. A waste transfer note is issued for every collection and emailed within 24 hours. Business customers must retain their copy for two years under section 34 of the Environmental Protection Act 1990.

9. Liability

We carry £5m public liability, £10m employers' liability, goods in transit cover. We accept liability for damage to property caused by our negligence during a collection, provided it is reported to us within 48 hours so we can inspect it. We do not accept liability for pre-existing damage, for wear to carpets and paintwork inherent in removing large items through tight spaces where that has been discussed, or for indirect or consequential loss.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

10. Complaints

Call 01634 907 213 or email hello@rubbishcollectionmedway.co.uk and we will acknowledge within one working day and respond substantively within five. Most issues are resolved by a return visit at no charge. If we cannot resolve a matter we will refund the affected element of the job.

11. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.