Terms & Conditions

Last updated: 29 September 2026

1. About Andrews Waste®

Andrews Waste® provides rubbish removal, waste clearance and associated collection services across London and selected surrounding areas.

Where these Terms use “Andrews Waste®”, “we”, “us” or “our”, they refer to the person or legal entity trading as Andrews Waste®.

“You” or “the customer” means the individual, company, organisation, landlord, agent or other person requesting, booking or paying for our services.

If Andrews Waste® is operated by a limited company, partnership or sole trader, the full legal name of that business should be stated here before these Terms are published.

2. Our Services

We provide rubbish removal, waste collection, property clearance and related services, which may include:

• Household rubbish removal
• House and flat clearance
• Furniture removal and disposal
• Office and commercial clearance
• Commercial waste collection
• Builders and renovation waste removal
• Garden waste removal
• Storage and garage clearance
• Bulky waste collection
• Wait-and-load services
• Electrical and appliance collections
• Other agreed non-hazardous waste collection services

The exact scope of each collection will be determined by the quotation, booking confirmation and information supplied by the customer.

We will perform our services with reasonable care and skill. This is a statutory requirement for consumer service contracts under the Consumer Rights Act 2015.

3. Quotations and Estimates

Our prices are based on the information available to us when the quotation is given.

This may include:

• Photographs
• Videos
• Item descriptions
• Estimated volume
• Dimensions
• Approximate weight
• Waste type
• Access details
• Floor level
• Lift availability
• Carrying distance
• Parking arrangements
• Dismantling requirements
• Labour requirements

Where we have enough reliable information to assess a collection, we may provide a fixed quotation.

Where the quantity, weight, nature or access cannot reasonably be established in advance, any price provided may be an estimate.

A quotation assumes that the information supplied by the customer is materially complete and accurate.

If, when we attend, the waste or circumstances are materially different from those described, we may:

• Revise the quotation before proceeding
• Charge for additional waste, labour, dismantling, time or disposal
• Collect only the waste covered by the original quotation
• Refuse part or all of the collection

We will normally explain any material additional charge before carrying out the additional work.

The customer is under no obligation to accept a revised quotation. If the job has been materially misdescribed and the customer declines the revised quotation, a reasonable attendance charge may apply where such a charge was disclosed before booking.

4. VAT

Unless expressly stated otherwise, quotations may be stated exclusive of VAT, with VAT added at the prevailing rate.

Where a price is stated as including VAT, this will be made clear.

Customers should check the quotation or booking confirmation for the total amount payable.

5. Booking and Contract Formation

A booking may be made by:

• Telephone
• Email
• WhatsApp
• Online form
• Website
• Other electronic communication
• Written quotation

A contract is formed when the customer accepts our quotation or booking confirmation and we accept the booking.

Acceptance may be verbal or written unless we specifically require written acceptance.

These Terms form part of the contract.

Any written quotation, booking confirmation or specific written conditions supplied for a particular collection will also form part of the contract.

Where a specific written quotation conflicts with these general Terms, the specific written term will normally take priority for that particular collection.

6. Information Supplied by the Customer

The customer is responsible for providing information that is accurate and reasonably complete.

You must disclose anything likely to materially affect the collection, including:

• Difficult access
• Stairs
• Basement access
• Restricted entrances
• Absence of lift access
• Long carrying distances
• Unusually heavy items
• Oversized items
• Items requiring dismantling
• Parking restrictions
• Loading restrictions
• Controlled-access buildings
• Locked or secured waste
• Waste stored at height
• Waste located in unsafe areas
• Liquids
• Chemicals
• Sharp objects
• Hazardous or potentially hazardous material
• Asbestos or suspected asbestos
• Disputes over ownership of items

If important information is withheld, inaccurate or materially incomplete, we may revise the price, stop work or refuse the collection.

7. Access to the Collection Location

The customer must provide safe and reasonable access to the waste.

Where necessary, the customer must obtain permission from landlords, building managers, concierge staff, managing agents, neighbours, site managers, property owners or other relevant parties.

The customer is responsible for arranging access keys, security codes, permits and other permissions required for entry.

We are not responsible for delays or failed collections caused by access not being available as agreed.

8. Parking, Loading and Road Charges

The customer should tell us before booking about known parking or loading restrictions.

Unless expressly included in the quotation, reasonable additional costs may be charged for:

• Parking
• Permits
• Congestion charges directly attributable to the job
• Tolls directly attributable to the job
• Loading restrictions
• Unusually long carrying distances
• Waiting caused by unavailable access

We will not knowingly incur significant additional charges on the customer’s behalf without reasonable justification.

9. Arrival Times and Collection Windows

Collection dates and arrival windows are provided in good faith.

Unless expressly agreed otherwise in writing, they are estimates rather than guaranteed appointment times.

Traffic, road closures, previous collections, vehicle problems, access difficulties, severe weather and other operational circumstances can cause delays.

We will make reasonable efforts to attend within the agreed window and notify the customer of significant delays where reasonably practicable.

Same-day collection is always subject to availability.

10. Waiting Time and Additional Labour

Additional reasonable charges may apply where the job requires substantially more time or labour than was included in the quotation because of circumstances not disclosed beforehand.

Examples include customer delay, unavailable access, waiting for keys or authorisation, additional waste, excessive carrying distances, unexpected stairs, dismantling, unusually heavy items or items that cannot be safely removed using the expected method.

Where reasonably possible, we will advise the customer of the additional cost before proceeding.

11. Dismantling

Dismantling is not automatically included unless stated in the quotation.

Where dismantling is required, an additional charge may apply.

We may refuse to dismantle an item if doing so would be unsafe, impractical or likely to cause significant property damage.

We are not required to remove doors, windows, fitted units, structural elements or building fixtures unless this has been expressly agreed in advance.

12. Customer Absence

Collections may be carried out while the customer is absent where this has been agreed.

The customer must provide suitable access, clear instructions identifying the waste, a reliable contact number, any necessary authorisation and agreed payment arrangements.

If we cannot reasonably identify the waste, access the property, obtain approval or take payment, we may leave without completing the collection.

A reasonable failed-attendance charge may apply where disclosed in advance.

13. Authority to Remove Items

By instructing us to collect an item, you confirm that:

• You own the item; or
• You have authority from the owner to authorise its removal.

You must not instruct us to remove property belonging to another person without authority.

We may refuse collection where ownership is disputed or unclear.

The customer is responsible for claims arising from knowingly or negligently instructing us to remove property they were not authorised to dispose of, to the extent permitted by law.

14. Items Presented for Collection

Before our team begins removing items, customers must check all waste carefully, including furniture, drawers, cupboards, wardrobes, bags, boxes, filing cabinets, desks, appliances and containers.

You should remove money, jewellery, keys, passports, identity documents, confidential documents, photographs, electronic devices, medicines, sentimental items, valuable property and irreplaceable belongings.

Once an item has entered the waste-management process, it may be impossible to locate or recover.

Nothing in this clause excludes liability where liability cannot lawfully be excluded.

15. What Happens to Collected Items

Once items have been lawfully collected, Andrews Waste® may determine an appropriate lawful route for reuse, recycling, recovery, treatment or disposal.

Items may no longer be recoverable once removed and transferred into the waste-management process.

We are not obliged to return items that the customer intentionally presented and authorised for collection.

16. Waste We Do Not Accept

Unless expressly agreed in writing and we are legally authorised to handle it, we do not accept hazardous or specialist waste such as:

• Asbestos
• Hazardous chemicals
• Medical or clinical waste
• Fuels
• Oils
• Solvents
• Gas cylinders or gas bottles
• Pressurised containers
• Tanks containing hazardous residues
• Radioactive material
• Explosives
• Ammunition
• Infectious material
• Other legally controlled hazardous waste

We reserve the right to refuse any material we reasonably believe may present a health, safety, environmental or regulatory risk.

17. Undisclosed Hazardous Material

The customer must disclose suspected hazardous material before collection.

If our team discovers or reasonably suspects asbestos or another hazardous substance, we may stop work, leave the affected area, refuse to collect the material, isolate material already handled where appropriate or obtain specialist advice.

Where hazardous material was not disclosed and this causes us to incur reasonable additional costs, the customer may be responsible for those costs where legally appropriate.

Such costs could include specialist handling, testing, transport, cleaning or disposal.

18. Sharp and Dangerous Objects

Sharp or dangerous objects must be safely contained before collection.

Items such as broken glass, blades and knives must not be placed loose inside ordinary bags.

They should be placed in a suitable rigid container and identified to our team.

We may refuse unsafe waste.

19. Waste Duty of Care

Andrews Waste® will handle controlled waste in accordance with applicable waste-management law and duty-of-care requirements.

The waste duty of care applies to businesses that produce, carry, keep, treat or dispose of controlled waste and requires, among other things, appropriate handling, authorised transfers and accurate descriptions.

We use authorised waste-management routes and will take reasonable steps to ensure waste is transferred appropriately.

Domestic householders have a separate duty to take reasonable measures to ensure their household waste is transferred only to an authorised person.

20. Waste Transfer Documentation

For transfers where waste transfer information is legally required, the appropriate documentation or equivalent required information will be recorded.

For non-hazardous business waste, each relevant transfer must be documented in accordance with applicable waste duty-of-care requirements.

Where applicable, Andrews Waste® will provide the appropriate Waste Transfer Note or equivalent record.

We may also issue Waste Transfer Notes for domestic collections as part of our standard administrative process.

21. Payment

Unless otherwise agreed, payment is due on completion of the collection.

We may require payment in advance, part-payment, a deposit or card authorisation for larger, specialist or higher-value jobs.

Approved account customers will be invoiced according to the payment terms agreed with them.

Payment must be made using an accepted payment method.

We may refuse to undertake additional services while undisputed overdue sums remain unpaid, where legally permitted.

22. Business Customers and Late Payment

Where the customer is acting in the course of business, we may claim statutory interest and recovery compensation on qualifying overdue commercial debts where permitted by applicable late-payment legislation.

Nothing in this clause applies where the relevant legislation does not apply.

23. Consumer Cancellation Rights

This section applies where the customer is a consumer and the contract is a qualifying distance or off-premises contract.

Consumers generally have the right to cancel a qualifying service contract during the statutory cancellation period.

For service contracts, the normal cancellation period ends 14 days after the day on which the contract is entered into.

To cancel, the consumer must clearly inform Andrews Waste® of the decision to cancel.

This can be done by email or another clear written statement.

These statutory rights are separate from any additional cancellation rights we may choose to offer.

24. Services Requested Within the 14-Day Cancellation Period

Many rubbish-removal bookings are requested within 14 days of booking.

If a consumer asks us to begin providing the service before the statutory cancellation period expires, we require an express request for early performance.

Where early performance is requested and the consumer subsequently cancels after work has begun, the consumer may be required to pay an appropriate proportion for the service already supplied, where permitted by law.

Where the service is fully performed after the consumer expressly requested early performance and acknowledged that the right to cancel would be lost once the service had been fully performed, the statutory cancellation right may end on full performance.

25. Customer Cancellation and Rescheduling

Customers should give us as much notice as reasonably possible if they need to cancel or rearrange a collection.

Where a cancellation occurs before we have incurred costs or committed resources, we will normally seek to rearrange the booking without unnecessary charge.

A reasonable cancellation or failed-attendance charge may apply where:

• Our vehicle or team has already been dispatched
• We have attended the premises
• Significant labour has been specifically allocated
• Specialist arrangements have been made
• The customer fails to provide agreed access
• The customer is unavailable and cannot be contacted

Any consumer cancellation charge must be reasonable and must not deprive the consumer of statutory rights.

26. Cancellation or Refusal by Andrews Waste®

We may cancel, suspend or refuse all or part of a collection where:

• Conditions are unsafe
• Access is unreasonable or unavailable
• Waste was materially misdescribed
• Hazardous waste is present
• The customer lacks authority to dispose of an item
• Our team is threatened or abused
• Payment cannot be obtained as agreed
• Collection would breach law or regulation
• Completing the collection would create unacceptable risk
• Circumstances outside our reasonable control prevent performance

Where appropriate, we will explain the reason and seek to make alternative arrangements.

27. Conduct and Safety

Customers and persons at the premises must not behave in a threatening, abusive or unsafe manner towards our staff or contractors.

We may immediately stop work and leave if our team reasonably believes their safety is at risk.

The customer must keep children, pets and other persons clear of loading and working areas where reasonably necessary for safety.

28. Property Protection

We will take reasonable care when moving waste through a property.

Customers should notify us before work begins of fragile flooring, recently decorated surfaces, loose fixtures, vulnerable walls, glass, narrow staircases, weak structures, concealed services or known defects.

Where reasonably practicable, customers should protect particularly vulnerable surfaces before collection.

29. Pre-Existing Damage and Unsafe Structures

We are not responsible for loss or damage caused by pre-existing defects, rotten or unstable structures, defective furniture, loose fittings, inadequately secured fixtures, concealed defects, unsafe flooring or circumstances that could not reasonably have been identified before work began.

This does not affect liability that cannot legally be excluded.

30. Damage Caused by Our Negligence

Nothing in these Terms excludes our legal responsibility for damage directly caused by our failure to exercise reasonable care and skill where liability cannot lawfully be excluded.

Customers should notify us of alleged property damage as soon as reasonably practicable and provide reasonable evidence so that we can investigate.

31. Limitation of Liability

Nothing in these Terms excludes or restricts liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Liabilities that cannot lawfully be excluded
• Statutory consumer rights that cannot lawfully be restricted

Subject to those protections, Andrews Waste® will not normally be responsible for losses that:

• Were not reasonably foreseeable
• Arise indirectly from the collection
• Result from inaccurate information supplied by the customer
• Result from customer failure to follow reasonable instructions

32. Business Customers: Consequential Loss

This clause applies only where the customer is acting wholly or mainly for business purposes.

Subject to liabilities which cannot legally be excluded, we will not be liable for:

• Loss of profit
• Loss of revenue
• Loss of business
• Loss of contracts
• Loss of goodwill
• Loss of anticipated savings
• Indirect or consequential business losses

33. Consumer Rights

Nothing in these Terms is intended to remove or reduce rights given to consumers by law.

If any part of these Terms conflicts with a mandatory statutory consumer right, the statutory right will prevail.

34. Force Majeure and Events Outside Our Control

We are not responsible for failure or delay caused by events genuinely outside our reasonable control.

These may include:

• Severe weather
• Flooding
• Major road closures
• Major traffic disruption
• Accidents
• Vehicle breakdowns
• Strikes
• Civil emergencies
• War
• Terrorism
• Epidemics or pandemics
• Government restrictions
• Failures of essential infrastructure

We will make reasonable efforts to minimise disruption and rearrange the collection where practicable.

35. Photographs and Evidence

We may take photographs of waste, loads or collection areas where reasonably necessary for:

• Quotation records
• Collection records
• Waste Transfer Notes
• Evidence of volume
• Insurance purposes
• Resolving complaints or disputes
• Regulatory compliance

We will handle personal data in accordance with our Privacy Policy and applicable data-protection law.

We will not use identifiable photographs of customers or private interiors for marketing without an appropriate lawful basis or permission.

36. Complaints

If you are unhappy with our service, please contact us promptly.

Complaints can be sent to info@andrews-waste.co.uk.

Please include:

• Your name
• Collection address
• Collection date
• Booking or invoice number where applicable
• A description of the issue
• Supporting photographs or evidence where relevant

We will make reasonable efforts to investigate and resolve complaints fairly.

37. Dispute Resolution

We encourage customers to contact us first so that disputes can be resolved directly where possible.

Where both parties agree, mediation or another appropriate alternative dispute-resolution method may be considered.

Nothing in these Terms requires a consumer to give up a legal right to bring proceedings.

38. Entire Agreement for Business Customers

For business customers, these Terms together with the quotation and booking confirmation constitute the agreement relating to the relevant collection, except where the parties expressly agree otherwise in writing.

Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

This clause does not restrict any mandatory rights applying to consumers.

39. No Waiver

If we do not immediately enforce a provision of these Terms, that does not mean we have waived the right to enforce it later.

40. Severability

If any provision of these Terms is held to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.

Where reasonably possible, the affected provision should be interpreted or modified only to the minimum extent necessary to make it lawful and enforceable.

41. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to the contract does not have a right to enforce these Terms.

42. Governing Law

These Terms are governed by the law of England and Wales.

For business-to-business contracts, the courts of England and Wales will have exclusive jurisdiction, subject to any contrary mandatory legal requirement.

Consumers may have statutory rights concerning where proceedings can be brought. Nothing in these Terms is intended to restrict such rights.

43. Changes to These Terms

We may amend these Terms from time to time.

Unless required by law, changes will not retrospectively alter a contract already entered into.

The version applying to a booking will normally be the version in force when that booking was accepted.

44. Contact Details