Terms And Conditions

DMG Waste Management LTD • Effective from 07/10/26

These terms explain the service agreed, how load prices work and what happens if the waste or site conditions differ from the booking. They apply to domestic and business customers. Consumer statutory rights are not affected.

1 Our business and your booking

1.1  “We”, “us” and “our” mean DMG Waste Management LTD. “You” means the customer named in our booking confirmation. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

1.2  DMG Waste Management LTD is registered in England and Wales, company number 16221509. Registered office and postal contact address: 7 Wessex House, St. Leonards Road, Bournemouth, Dorset, England, BH8 8QS. Waste carrier registration number: CBDU596913. VAT number: GB 487 2770 47. Email and complaints: info@dmgwaste.co.uk. Telephone: 07939 150757. Accounts: accounts@dmgwaste.co.uk.

1.3 A booking is confirmed when we agree the collection day and time with you, whether by WhatsApp, email, telephone, text message or in person. No separate confirmation document is needed where the message exchange records the agreed booking and required information. Before you accept, we will make these terms, relevant cancellation information and the applicable price or pricing basis available to you, including through a price list supplied in advance. Where required, we will provide confirmation and relevant information in a form you can keep. Keep the booking messages and any documents supplied for your records.

1.4  Your booking consists of the agreed service, these terms, the applicable price list supplied to you and any specific arrangements agreed with us. Specific agreements about the service and price form part of the contract.

2 Quotes estimates and the agreed service

2.1  Prices assessed from photographs, videos or descriptions are estimates unless we expressly agree a fixed price for a defined clearance. Wording such as “it looks like”, “around”, “approximately” or “we estimate” indicates an estimate, not a guaranteed total. We supply the applicable price list as the pricing reference before booking. The estimate is based on the waste and conditions reasonably apparent at that stage; the actual amount, weight, access and handling required may only become clear during the job.

2.2  For an estimated clearance, the final charge is calculated using the pricing basis you agreed, including the applicable load or weight band, additional labour and separately chargeable items. It may exceed the initial estimate if the actual waste or work is greater, including where the quantity could not accurately be gauged from the information available. We will tell you when a material increase becomes apparent. Where you have authorised completion and billing at the supplied rates, those rates apply within that authority. Otherwise, we will obtain agreement before exceeding the authorised allowance or undertaking extra chargeable work. Any expressly agreed fixed price or spending limit remains subject to its agreed scope and variation arrangements.

2.3  Standard load prices include ordinary loading labour where we can lawfully and safely park immediately beside the waste and load directly into the vehicle. Carrying waste to the vehicle, stairs, poor access, sorting, dismantling and other additional labour are charged separately at the applicable rates supplied to you. A load price covers the stated load allowance, not an unlimited clearance.

2.4  Regular customers may agree that we will complete the requested clearance and invoice afterwards using a price list supplied in advance, including actual weight or load size, labour time and separately chargeable items. That agreement is advance authority to apply those rates without obtaining a fresh price approval for every item or load. Any agreed budget, exclusions or other limits still apply. Regular use alone does not establish this authority; the pricing arrangement must have been agreed.

2.5  Some items attract separate disposal or handling charges. Examples include televisions, fridges, freezers, mattresses and other electrical or specialist items, but this is not a complete list. The applicable charges are set out in the price list supplied to you or a separate agreed pricing arrangement. Customers must disclose such items, including items concealed within bags or piles. If discovered during loading, we will apply charges already authorised under that arrangement. If no charge or calculation has been agreed, we will identify the item and agree the charge before removing it. Routine clearance excludes specialist cleaning, pest treatment, excavation and repairs unless agreed.

2.6  VAT is charged where applicable and identified in our pricing and invoices. Where the final amount depends on weight, time or items found, the applicable calculation and rates must be provided before booking.

3 Vehicle loads and extra volume

3.1  The applicable price list sets out the load sizes and allowances; we do not need to repeat every measurement in each booking message where that list has been supplied. Standard general-waste allowances are up to 50 kg for a micro load, 100 kg for a mini load, 250 kg for a quarter load, 500 kg for a half load, 750 kg for a three-quarter load and 1,000 kg for a full load. Plasterboard, green waste and commercial clearances have their own allowances and prices in the list. Where both volume and weight limits apply, a load reaches its allowance when either limit is reached. Vehicle capacity and safe loading limits also apply.

3.2  We must comply with safe loading and legal vehicle weight limits. Heavy materials such as soil, rubble, tiles and concrete may reach the weight allowance before filling the vehicle. The applicable price list explains load and weight limits and any separate heavy-waste rates. Where those limits or rates have not already been supplied, they must be made clear before you authorise collection on that basis.

3.3  The amount of waste may only become clear during loading. We charge for the waste actually collected and the labour performed using the pricing basis you authorised. We will monitor the load and notify you when it becomes apparent that the expected amount or labour will be exceeded.

3.4  Where you have authorised a clearance at the supplied rates under section 2.4, we may complete it and invoice for the actual work without seeking further approval within that authority. For a booking limited to a particular load, price or budget, we will seek agreement before exceeding that limit or starting another load.

3.5  If additional work is not authorised, we may stop at the agreed allowance and leave the remaining waste safely where reasonably practicable. You remain responsible for the agreed charges for work supplied and any justified costs under these terms.

3.6  For an estimated clearance, we charge for the actual waste collected and work performed at the rates you authorised, rather than treating the initial estimate as a fixed bill. This includes the actual load or weight, extra labour and separately chargeable items. If an estimated half load turns out to require a full load, the full-load rate applies where collection of that amount is authorised. Authority may be given in advance through an agreed instruction to complete the clearance and invoice at the supplied rates. Any expressly agreed spending limit, fixed allowance price or minimum charge still applies.

4 Accurate information and changes on arrival

4.1  Please provide a reasonably complete and accurate description of the waste, approximate quantity, condition, location and access. Photographs should show the whole area and relevant close-ups, rather than only part of the waste. Tell us about known hazards, contamination, pests, hidden waste and particularly heavy items.

4.2  Tell us before attendance if the waste, access or other relevant circumstances change. If you are booking through someone else, please ensure they have the information needed to describe the job accurately.

4.3  If the actual job differs materially from the estimate or description, we may revise the estimated price using the authorised rates, pause for a revised agreement, require preparation, reschedule or refuse affected work that we cannot reasonably or safely carry out. This includes additional waste, concealed chargeable items, unsuitable bags and difficult access.

4.4  If no revised arrangement is agreed, we will explain whether any part of the job can proceed and account for work supplied, payments received and any justified failed-visit charge under sections 8 and 10.

5 Bagged waste and previous preparation instructions

5.1  Where collection is agreed for bagged waste, the bags must be suitable for their contents, securely closed and sufficiently intact to be safely lifted and loaded. Tell us if bags are torn, rotten, wet, damaged by vermin or falling apart, or if rubbish has become loose.

5.2  Scooping small spillages from a few split bags is different from extensive loose waste requiring sorting, re-bagging or additional handling. Unless that work is specifically included in the booking, we may require you to prepare the waste, offer a separate price and date for the work, or decline collection in its current condition for a reasonable operational or safety reason.

5.3  Remote discussions about split bags or scooping waste are based on the condition described and shown. If inspection reveals that the waste needs substantially more handling or presents a safety or contamination problem, we may charge for additional authorised labour, offer a revised service and price, require re-bagging or refuse the affected collection. Specific handling already included in the agreed service remains included to that extent.

5.4  If we have previously inspected the same waste and required re-bagging or other preparation before returning, tell us when booking again and complete that preparation unless we agree a different arrangement after being told about the earlier visit and instructions.

5.5  Booking through a different family member or member of our staff does not by itself remove previous preparation instructions. Please disclose those instructions so we can confirm whether they still apply or agree a replacement arrangement before attending.

5.6  Bagged waste must be separated by waste type unless we have agreed otherwise before booking. General waste bags must contain only accepted general waste; plasterboard bags must contain only plasterboard waste; and rubble bags must contain only clean rubble or hardcore. Other separately priced waste types must likewise be kept separate. Different waste types must not be mixed within the same bag. Tell us about any mixed bags before booking and obtain our agreement to the handling and pricing required. Disclosure alone does not mean mixed waste has been accepted.

5.7  Rubble and other heavy waste bags must be filled to a weight that one member of our team can safely lift and carry, and must be strong enough to remain intact during lifting and loading. Bags must not be overloaded. We may require the contents to be divided into smaller loads or re-bagged if a bag cannot be safely handled by one person or is likely to split.

5.8  Waste booked as rubble or hardcore must consist only of clean rubble or clean hardcore of the type agreed for collection. It must not contain general waste, glass, asbestos, plasterboard or other contamination. Waste booked as plasterboard, general waste or another waste type must likewise match that category and must not contain undisclosed materials from a different waste stream or any prohibited waste. Hazardous waste remains subject to section 7 and must never be concealed in ordinary waste bags.

5.9  If bags are mixed, contaminated, overweight or unsuitable for safe lifting, we may pause or refuse the affected collection, require separation or re-bagging, or offer additional sorting and handling at the applicable authorised rates. Work outside the existing pricing authority requires a revised agreement before proceeding. We will not handle or transport materials outside our authorisation or safe working arrangements.

6 Authority access and site preparation

6.1  You must own the items or have permission from the owner and anyone whose consent is needed for access and removal. This includes any belongings of tenants, landlords or other third parties. Before work starts, clearly identify what is to be removed and remove or securely separate valuables, documents, cash, jewellery, sentimental items, laptops and other devices containing personal data, and anything not intended for disposal. Tell the crew about anything that must remain. We will use reasonable care to follow the agreed instructions. These preparation duties do not exclude our liability for negligent removal or handling.

6.2  You must provide suitable access and arrange lawful parking or permits within your control. Tell us about stairs, narrow routes, locked areas, long carrying distances and parking restrictions. If the vehicle cannot park immediately beside the waste, additional handling time may be charged under the agreed pricing basis.

6.3  Keep the agreed access route reasonably clear and keep children, pets and other people away from the working area. Someone authorised to approve changes should be present or contactable, unless we have agreed arrangements for an unattended collection.

6.4  Unless you tell us otherwise before work starts, we may treat a person you have arranged to meet or instruct our crew at the premises as your authorised representative for identifying what is to be removed and giving collection instructions within the agreed scope. Tell us about any limits on their authority. We will check with you where instructions conflict, ownership is disputed or there is reasonable doubt about that person’s authority. Their instructions do not override another owner’s rights or automatically authorise charges outside the agreed pricing arrangement.

6.5  Tell us before work starts about known weak flooring, fragile walls or surfaces, unstable structures, concealed pipes or cables, and any other condition that may affect safe access or loading. This includes floors, driveways, gates, paving, door frames and lawns. If you ask our vehicle to enter a driveway or other private surface, you confirm that you have permission and that, so far as you know, it is suitable for the vehicle’s size and loaded weight. We may reasonably rely on that information, but may refuse access or require another loading arrangement if it appears unsuitable. We are not responsible for damage to the extent caused solely by a pre-existing weakness or an undisclosed condition that we could not reasonably identify while exercising reasonable care and skill. This does not exclude liability for damage caused by our negligence.

6.6  Unattended collection must be agreed in advance. Provide lawful access and clear photographs, messages or markings identifying the exact items and collection area. Ensure nobody else’s property, valuables or items to be kept are mixed with the waste. You authorise us to reasonably rely on those instructions; photographs or access to an area do not authorise removal of everything visible there. Tell us about any changes before attendance. If the waste or instructions are unclear or differ materially, we may pause collection and contact you. We may take photographs before and after collection for job records and dispute handling under section 14.2. The same duties of reasonable care apply to unattended jobs.

6.7  Necessary parking charges, permits, tolls and congestion or other road-user charges may be added to the bill where the cost or calculation basis has been disclosed and agreed before it is incurred, including through an agreed pricing arrangement. These are legitimate job costs, not an automatic right to recover penalties. Customers are not automatically liable for parking fines or other penalties incurred by our drivers; we will not pass on a penalty caused by our own unlawful parking or driving.

7 Hazardous and excluded waste

7.1  Our ordinary clearance service excludes asbestos, hazardous chemicals, paints, oils, human or animal waste, clinical waste and other hazardous materials unless we have expressly agreed an appropriate lawful service in writing. Do not place sharps or hazardous materials inside general waste bags.

7.2  Identify batteries, gas cylinders, electrical items and other materials needing separate handling before booking. Some may be accepted through an agreed service; do not assume they are included in a general waste load.

7.3  If we discover suspected hazardous, prohibited or undisclosed contaminated waste, we may stop the affected work immediately, isolate the working area where reasonably possible and explain what further assessment or specialist service is needed. We will not transport material we are not authorised or equipped to handle.

8 Additional labour travel waiting and failed visits

8.1  Additional loading time, carrying, sorting, re-bagging, dismantling and separately chargeable items are billed under the price list or pricing arrangement you authorised. Where the required work or charge is outside that arrangement, we will agree it before proceeding.

8.2  Jobs more than 40 minutes’ travel time from BH11 attract an additional charge of £60 + VAT for each hour or part of an hour of travel time beyond the first 40 minutes. This covers additional time and fuel. Unless a different journey basis is agreed, the charge uses the normal one-way journey from BH11 to the site. Each started hour of the excess travel time is charged as a full hour. The applicable journey basis and rate must be supplied before booking, which may be through these terms and the price list.

8.3  Customer-related waiting time, including delayed access, waste not being ready or waiting for payment, is charged after the first 15 minutes at £60 + VAT per hour per team, calculated pro rata. These terms provide the rate; it need not be repeated in each booking message. We will tell you when chargeable waiting begins. Time attributable to our own delay is excluded.

8.4  If we attend but cannot proceed because you have not provided the agreed access, preparation or information, we may charge for the reasonable loss caused by the failed visit. This may include wasted travel, crew time or a lost booking, less costs we saved and any loss reasonably avoided by taking other work. We will explain the calculation and credit any deposit against it.

8.5  Failed-visit and waiting charges apply only where justified under the agreed service and applicable law. Statutory cancellation rights still apply. We will not charge for a failed visit caused by us.

9 Deposits payment and overdue invoices

9.1  Our usual booking deposit is £60 + VAT. For larger or specialist jobs, including expressly agreed asbestos removal, we may request an advance payment of up to 50% of the estimated total charge to fund agreed preparation and committed job costs. We will tell you the payment required before you confirm the booking. It is credited against the final bill. On cancellation or a failed visit, we may deduct charges justified under sections 8 and 10 and refund any balance. A larger advance payment is not automatically forfeited in full.

9.2  Unless written credit terms have been agreed, the balance for the authorised work is due after loading is completed and before our vehicle leaves the site. We will provide an invoice or receipt showing the agreed charges and VAT where applicable.

9.3  Business credit accounts must be approved before attendance. The invoice due date and any agreed account terms will be stated in writing.

9.4  For qualifying business debts, we may claim statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable. Statutory interest is normally 8 percentage points above the Bank of England base rate. Fixed compensation is £40 for debts below £1,000, £70 for debts from £1,000 to £9,999.99 and £100 for debts of £10,000 or more. Additional reasonable recovery costs may be claimed only to the extent the law permits.

9.5  Those commercial statutory charges do not apply to consumer debts. We do not impose an automatic consumer late-payment fee under these terms. If payment remains outstanding, we may pursue lawful recovery and any interest or costs awarded by a court.

9.6  Tell us promptly about invoice queries. If payment due under the agreed terms is not made, we may suspend further loading or collection and pursue the outstanding debt. Uncollected waste may remain at the site. Any unloading or return of waste already taken into our possession must be agreed with a person authorised to receive it and carried out safely and lawfully.

10 Cancellations rescheduling and refunds

10.1  Cancellations or requests to change the appointment must be emailed to info@dmgwaste.co.uk at least 24 hours before the scheduled collection. Ordinary clearances cancelled with less than 24 hours’ notice are subject to section 10.7. Larger or specialist jobs expressly booked under sections 10.10 and 10.11 have separate preparation and cancellation arrangements, which may apply even with more than 24 hours’ notice. This notice requirement does not restrict a statutory cancellation right; where that right applies, any clear cancellation statement is sufficient.

10.2  Consumers entering a distance contract, such as an organised booking by WhatsApp, email or telephone, or a qualifying off-premises contract, normally have a right to cancel without giving a reason until the end of 14 days after the day the contract is made. If required cancellation information is not provided, the period may be extended by law.

10.3  To exercise that right, send us a clear statement that you wish to cancel before the period expires. Please include your full name, address, email address and the job location so we can identify the booking. You do not have to use a form, and a clear statutory cancellation is not invalid merely because some of these details are missing. A statutory cancellation is not subject to our 24-hour notice request.

10.4  We will not begin a consumer service during the statutory cancellation period unless you expressly request it. We will obtain a separate recorded request, and for off-premises contracts it must be on a durable medium such as email or WhatsApp. Agreeing these terms alone is not that request.

10.5  If you request an early start and cancel before completion, you may have to pay a proportionate amount for the service supplied up to cancellation, based on the agreed total price, only where the law permits and we have provided the required information. No such service charge applies where the required request or information is missing.

10.6  Your statutory cancellation right ends once the service is fully performed only if performance began following your express request and you acknowledged beforehand that full performance would end that right. Starting work alone does not end the right.

10.7  For ordinary clearances not booked under sections 10.10 and 10.11, if you cancel with less than 24 hours’ notice, our standard late-cancellation charge is £60 + VAT. This charge applies only where you are not exercising a statutory right to cancel without that charge and the cancellation is not caused by our breach of contract. It covers reasonable loss caused by the cancellation, such as wasted administration, committed crew costs or loss of the booking. We take reasonable steps to reduce that loss, including filling the slot where possible, and allow for costs saved. If our reasonable net loss is less than the charge, we reduce it accordingly. We may deduct the charge from your deposit and will refund the remaining balance; if the deposit is less than the charge, the difference is payable. We will explain the calculation on request and will not recover the same loss twice.

10.8  For a statutory cancellation we will refund payments, less only any lawful proportionate service charge, within 14 days of being informed, using the original payment method unless you expressly agree otherwise, without a refund fee. Other cancellation refunds will also be processed within 14 days after cancellation and calculation of any justified deduction.

10.9  We will notify you promptly of delays or circumstances preventing attendance and offer a reasonable alternative. If we cancel or cannot provide the agreed service within a reasonable time, you may decline the alternative and receive a refund for work not supplied. Charges for completed work remain subject to the contract and your statutory rights. This does not limit any other remedy you may have for our breach.

10.10  Before confirming a larger or specialist job under this section, we will provide written job-specific arrangements identifying the service, advance payment, preparation stages and their prices or calculation method, and any materials, hire, disposal-site or other third-party commitments. You must expressly agree these arrangements before we begin the preparation or incur those commitments. Agreed preparation may include site-specific risk assessments, method statements and disposal arrangements. Where a statutory cancellation period applies, section 10.4 also applies before preparation services begin. Charges following statutory cancellation are limited to the proportionate service charge lawfully recoverable under section 10.5; a purchase or reservation alone does not automatically establish that a service has been supplied.

10.11  If you cancel a job booked under section 10.10 outside an applicable statutory right to cancel, and the cancellation is not caused by our breach, you must pay for agreed preparation services already supplied and our reasonable net loss directly caused by cancellation. This may include job-specific materials or PPE that cannot reasonably be returned or used elsewhere, unavoidable supplier, hire or disposal-site cancellation charges, and committed labour or lost profit on the booking where reasonably recoverable. We allow for costs saved, refunds, returns, reuse, resale and replacement work, and take reasonable steps to reduce the loss. These charges may exceed £60 + VAT and may apply with more than 24 hours’ notice. Section 10.7 is not charged on top. We will provide an itemised calculation, credit all advance payments and avoid double recovery. Any shortfall is payable and any balance is refunded under section 10.8.

11 Stopping work and staff conduct

11.1  We may pause, refuse the affected work or end the booking for a reasonable cause, including an unsafe site, prohibited waste, a material undisclosed difference, a failure to complete agreed preparation, or work outside the agreed scope. We will explain the reason and, where safe and reasonable, give you an opportunity to resolve it.

11.2  We may leave immediately if staff face threats, violence, harassment or abuse, or there is an immediate safety risk.

11.3  We may offer an alternative service or another appointment, but are not required to undertake specialist, unsafe or unagreed work. Any termination charges must comply with sections 8 and 10. We will account for services supplied and refund advance payments for services not supplied, less only justified lawful deductions.

11.4  We may decline future bookings, subject to applicable law. That does not remove obligations under an existing contract or your right to complain.

12 Waste handling records and subcontractors

12.1  We are responsible for handling and transferring collected waste lawfully, using authorised facilities and carriers as required. We will provide waste transfer or consignment documentation where applicable and retain records for the periods required by law.

12.2  You must provide accurate information needed for those records. Business customers must meet their own applicable waste documentation and retention duties. Domestic customers should retain our receipt and carrier details as evidence of who collected their waste.

12.3  Ownership of the waste remains with the customer until payment is received in full, when ownership transfers to DMG Waste Management LTD. Once we take possession of the waste, we accept responsibility for its lawful handling. Waste may be reused, recycled, recovered or disposed of lawfully; we do not promise a particular outcome for every item unless agreed.

12.4  We may use suitably authorised and competent subcontractors. We remain responsible to you for performance of the service contracted with us. Any arrangements between us and a subcontractor do not reduce your rights.

13 Care damage and your legal rights

13.1  We will carry out the clearance with reasonable care and skill. Please report any suspected damage promptly so we can investigate. We are not responsible for pre-existing damage or loss we did not cause. Nothing in these terms excludes liability that cannot lawfully be excluded or limits your statutory consumer rights.

14 Personal information and photographs

14.1  We use information needed to arrange and perform the service, administer payment, keep required records and deal with enquiries or disputes. Please refer to our separate privacy notice for the lawful bases, recipients, retention periods and your data protection rights.

14.2  We may take proportionate photographs for quoting, job records, safety and dispute handling, subject to data protection law. We will avoid capturing unnecessary personal information.

14.3  We may use genuinely anonymous before-and-after photographs or videos of waste clearances for our website, social media and advertising. We will exclude or obscure people, addresses, number plates, documents and other details that could identify a person or household, including identifying context. Tell us if you do not want marketing photographs of your clearance used and we will respect that request. Where material still identifies someone, we will establish an appropriate lawful basis and provide the required privacy information before using it.

15 Complaints and governing law

15.1  Send complaints to info@dmgwaste.co.uk or the business correspondence address in section 1. Include your booking details and what you would like us to resolve. Please contact us as soon as reasonably possible.

15.2  We aim to acknowledge a complaint and provide a substantive response within 14 days. If more time is needed, we will explain why and when we expect to respond. We will provide any dispute-resolution information required by law if a complaint cannot be resolved.

15.3  These terms are governed by the law of England and Wales. Business disputes are subject to the courts of England and Wales. Consumers retain any mandatory protections and rights to bring proceedings in the courts available to them under applicable law.

15.4  If a term is invalid, the remaining terms continue to apply so far as legally possible. A delay in exercising a right does not waive it. No provision of these terms removes a mandatory consumer right.