Terms & Conditions

1. Who we are

These terms are between you, the residential customer, and Lauren Edwards trading as UnBINlievable (“UnBINlievable”, “we”, “us” or “our”), based in Epsom, Surrey.

Phone: 07784 932021
Email: unbinlievable.services@gmail.com
Website: unbinlievable.co.uk

Our full correspondence address will be included privately in the written booking confirmation that forms the contract.

2. How a booking becomes binding

Submitting a website form, sending a message or asking for a date is a booking request only. It does not guarantee a booking and does not create a contract.

We will check availability and send you written booking confirmation stating the service, price, expected frequency or visit, payment arrangements, these terms and our correspondence address. The contract is formed when we send that confirmation. You do not need to reply again unless the confirmation asks you to correct or clarify something.

You confirm that your booking information is accurate and that you are authorised to arrange cleaning of the bins at the service address.

3. The service

A standard clean normally includes pressure-washing the accessible internal and external surfaces of the booked wheelie bin, sanitising or disinfecting, and deodorising. We may adjust the method or products where reasonably necessary for safety, the bin material or environmental requirements.

We do not empty, remove or transport household or commercial waste. Any additional service must be agreed separately in writing.

4. One-off and four-weekly services

One-off service. A one-off booking covers the single confirmed visit and is charged at the one-off price stated in the booking confirmation.

Four-weekly service. A recurring booking is normally scheduled approximately every four weeks, usually around the relevant council collection day. It is not a promise to attend on the same date or at an exact time on every visit.

Recurring customers commit to a minimum of three chargeable cleans. After that minimum, the service continues every four weeks until cancelled under section 11.

5. Prices

The price payable is the price stated in the booking confirmation and is based on the number and type of bins and service requested. Published prices may change, but a change will not affect a clean already confirmed at a stated price.

Any promotional, founder-member or loyalty price is subject to the separate conditions stated with that offer. Unless expressly stated otherwise, it cannot be transferred and may end if the recurring service is cancelled, lapses or payments are late.

6. Payment

We invoice after each completed or chargeable visit. Unless the booking confirmation says otherwise, payment must be made by bank transfer within 24 hours of the invoice.

If payment is late, we may send reminders and pause future visits. We will not add a late fee unless it was disclosed and agreed in advance and is lawful and proportionate.

7. Customer responsibilities before each visit

You must take reasonable steps to ensure that:

• each booked bin has been emptied;
• the bin is identifiable and left in the agreed accessible location;
• gates are unlocked and access instructions are accurate;
• the route is safe and reasonably accessible for our staff and equipment;
• pets, children and other hazards are kept safely away; and
• we have permission to access the area and use any facilities agreed with you.

Please remove or secure nearby items that could reasonably be affected by water spray.

8. Bins that cannot safely be cleaned

We may refuse, stop or postpone a clean where a bin or working area is unsafe or unsuitable, including where a bin:

• still contains waste or excessive loose residue;
• contains needles, chemicals, hot ash, asbestos, faeces, clinical waste or another hazard;
• is badly cracked, unsafe, excessively heavy or unsuitable for our equipment; or
• cannot be reached safely due to access, traffic or obstruction.

Where reasonably possible, we will explain the issue and offer a practical next step. Section 10 may apply if the problem was within your control.

9. Cleaning results and existing condition

We will provide the service with reasonable care and skill. However, cleaning cannot guarantee removal of every permanent stain, scratch, discolouration, paint or oil mark, cement residue, ingrained odour or pre-existing defect.

We are not responsible for ordinary wear and tear or pre-existing weakness or damage. Nothing in this section excludes liability where damage is caused by our failure to use reasonable care and skill.

10. Missed or prevented cleans

If we cannot complete a scheduled clean for a reason outside our control but within yours – for example, the bin is not emptied, cannot be found, is inaccessible, contains unsuitable waste or access was not provided – the visit may still be chargeable at the confirmed recurring-visit price.

A chargeable missed visit counts towards the three-clean minimum because route capacity was reserved for you.

If the clean is missed because of our fault, you will not be charged. We will offer to rearrange it or adjust the next invoice.

11. Rearranging or ending the recurring service

Please give at least 48 hours’ notice to rearrange a visit. We will make reasonable efforts to accommodate you, but route availability cannot be guaranteed.

After three chargeable cleans, you may end the service by notifying us before the next visit. Less than 48 hours’ notice may result in that visit being chargeable where we cannot reasonably refill the slot.

If you end the service before completing the three-clean minimum, the uncompleted clean or cleans within that minimum will be charged at the one-off price stated when you booked. This does not apply where you exercise a legal cooling-off right, where we materially breach the contract or where charging would be unlawful.

12. Cooling-off rights

You will normally have 14 days from the day after we send written booking confirmation to cancel without giving a reason.

If you expressly ask us to start during that period, including by selecting the optional early-start box when requesting your booking, you must pay a proportionate amount for service supplied before cancellation. If the clean is fully performed after your express request and acknowledgement, your cancellation right for that completed clean will end.

If you do not expressly request an early start, we will not schedule the first clean until the 14-day cooling-off period has ended. To cancel, email unbinlievable.services@gmail.com or write to the correspondence address in your booking confirmation. You may use the model wording below, but you do not have to.

13. Weather, council collections and operational changes

Visits may move because of severe weather, council collection changes, bank holidays, road closures, traffic, equipment failure, staff illness, water restrictions or other events outside our reasonable control.

We will notify you when reasonably practicable and offer a rearranged visit or another fair solution. You will not be charged for a clean we cancel and do not provide.

14. Water, drainage and environmental care

We will handle wash water and cleaning products in accordance with applicable environmental requirements and available facilities. Tell us before the visit about any known drainage restriction, shared-access rule or sensitive surface relevant to the work area.

15. Damage, loss and liability

If you believe we caused damage, tell us as soon as reasonably possible and give us a fair opportunity to inspect it. We are responsible for foreseeable loss or damage caused by our breach or failure to use reasonable care and skill.

We are not responsible for loss caused by inaccurate information, unsafe access, undisclosed hazards, pre-existing damage or your failure to follow these terms, except where we caused or contributed to the loss.

Nothing excludes liability that cannot lawfully be excluded, including death or personal injury caused by negligence, fraud, or your statutory consumer rights.

16. Complaints and service concerns

If you are unhappy with a clean, contact us as soon as reasonably possible, ideally within 48 hours while the condition can be assessed. A delay does not remove your legal rights.

Where a service was not carried out with reasonable care and skill, you may be entitled to repeat performance or an appropriate price reduction under the Consumer Rights Act 2015. We aim to resolve complaints fairly and promptly.

17. Changes to terms or recurring prices

We may update these terms or future recurring prices for a genuine business, legal or operational reason. We will give reasonable advance notice of any material change, which will not apply retrospectively.

If you do not accept a material change, you may end the recurring service before it takes effect without an additional cancellation fee, provided any minimum commitment already due is dealt with fairly and lawfully.

18. Personal information and service records

We use customer information to manage bookings, communicate, take payment, maintain service records and meet legal obligations. We may take limited before-and-after photographs as a service record while avoiding unnecessary personal information.

Our privacy notice explains this further. We will not use an identifiable image for marketing without an appropriate lawful basis and, where required, permission.

19. Ending or refusing service

We may suspend or end service on reasonable notice, or immediately where necessary for safety, abusive or threatening behaviour, repeated non-payment, unlawful instructions, repeated lack of access or another serious breach.

We will charge only sums properly due for services supplied or chargeable visits reserved under these terms and deal fairly with any prepaid amount.

20. Transfer and third-party rights

Your booking is personal to you and the confirmed service address and may not be transferred without our written agreement. We may use suitably trained staff or contractors, but remain responsible for performance.

No person other than you and UnBINlievable has a right to enforce these terms.

21. If part of these terms is invalid

If a court or competent authority finds part of these terms unlawful or unenforceable, the remaining parts continue to apply. The affected wording will be adjusted only as far as reasonably necessary to make it lawful and fair.

22. Governing law

These terms are governed by the law of England and Wales. You may bring proceedings in the courts that apply to your home address. If you live in Scotland or Northern Ireland, you retain any mandatory rights to bring proceedings there.

23. Contact

Lauren Edwards trading as UnBINlievable
Epsom, Surrey
Phone: 07784 932021
Email: unbinlievable.services@gmail.com
Website: unbinlievable.co.uk

Full correspondence address: supplied privately in the written booking confirmation.