Cancellations,
kept clear.

When can you cancel?

A customer may request cancellation before the agreed collection takes place. Cancellation should be communicated using the contact details provided at the end of this policy.

How to cancel.

Cancellation requests should contain enough information for us to identify the relevant collection. Customers should ideally provide the name used for the booking, collection address, agreed collection date and any available reference or correspondence.

Changing a collection.

A customer may ask to change the collection date, address, material description, approximate quantity or access arrangements before the collection takes place.

• Changes should ideally be requested at least 24 hours before the agreed collection time.
• A change requested more than 24 hours in advance will normally be considered subject to availability and the suitability of the revised arrangements.
• Changes requested within 24 hours may not always be possible because collection schedules and travel arrangements may already have been set.
• A significant change in the quantity, type or volume of material may require the collection arrangement to be reviewed before it proceeds.
• A change of collection address may require confirmation that the new address falls within the service area and that suitable access is available.

14-day cancellation rights.

Where a customer is a consumer and a service contract is entered into online, by telephone or otherwise at a distance, statutory cancellation rights may apply depending on the circumstances of the contract.

Where applicable, the standard cooling-off period for a service contract is generally 14 calendar days from the day after the contract is entered into. This statutory right applies independently of our preferred 24-hour notice period.

A customer exercising a statutory cancellation right does not need to provide a reason where the relevant legal right applies.

If service starts within 14 days.

Where a customer has a statutory 14-day cancellation period and asks W.P.E SERVICES LIMITED to begin the service before that period has ended, the customer may need to make a specific request for the service to begin during the cancellation period.

If the customer later exercises an applicable cancellation right after the service has started, the amount payable may take account of the proportion of the service supplied before cancellation, where permitted by applicable law.

If the service has been fully completed during the applicable cancellation period following the customer’s valid request and acknowledgement where required by law, statutory cancellation rights may be affected.

Refunds after cancellation.

Where a customer is entitled to a refund following cancellation, the refund will be processed using the original payment method where reasonably practicable, unless another method is agreed or required by applicable law.

If we cannot complete the collection.

Cancellation and collection completion can sometimes be affected by circumstances at the collection address. Customers should make reasonable arrangements to provide safe and suitable access at the agreed time.

• Access should be reasonably clear and suitable for the agreed collection.
• Material should be available at the agreed collection point unless another arrangement has been confirmed.
• Customers should tell us about access restrictions, parking limitations, stairs, gates or other practical conditions before collection.
• If the collection cannot proceed because the agreed access or material arrangements are materially different from those provided in advance, a new collection time may need to be arranged.
• Any cancellation or rearrangement resulting from these circumstances will be considered according to the individual circumstances and agreed service terms.

Scheduled collections.

Where a customer has arranged recurring or scheduled collections, the cancellation terms may apply to the individual collection, the remaining scheduled period, or both depending on the arrangement agreed at the time of booking.

• A request to cancel an individual scheduled collection should ideally be made at least 24 hours before that collection.
• A request to end the complete scheduled arrangement should be made in accordance with the notice period stated in the applicable agreement.
• If no separate notice period has been agreed, we will normally consider a reasonable written notice period based on the nature and frequency of the arrangement.
• Any unused prepaid service amount will be considered in accordance with the agreed terms and applicable consumer rights.

If we need to cancel.

In some circumstances, W.P.E SERVICES LIMITED may need to postpone or cancel a collection because the service cannot reasonably proceed as arranged.

• Where reasonably possible, we will contact the customer as soon as practical.
• Where an alternative collection date is suitable, we may offer a revised arrangement.
• If the service cannot be provided and the customer has already paid an amount that is refundable, the applicable refund will be considered.
• Where circumstances are outside reasonable operational control, the collection may need to be postponed until a suitable alternative arrangement can be made.

We will not use a cancellation provision to remove or restrict rights that a customer has under applicable law.

Changes to the material.

The cancellation or rearrangement of a collection may become necessary if the material presented for collection is materially different from the information supplied when the arrangement was made.

• The material type should be described accurately when the collection is arranged.
• A significant increase in quantity or volume should be communicated before collection.
• Materials outside the advertised non-hazardous service scope should not be added to an existing collection without prior confirmation.
• If the actual material differs materially from the agreed description, the collection may need to be reviewed or rearranged.

Keep the confirmation.

Customers should retain their booking correspondence, cancellation request and any confirmation received from W.P.E SERVICES LIMITED.

A cancellation request is treated as received when it reaches us through one of our published communication channels. Where timing is important, customers should allow sufficient time for an email or other message to reach us before the relevant deadline.

Need to cancel or change something?

Please contact us as soon as possible with the collection address, agreed collection date and the reason for the requested change or cancellation.

We will review the request and confirm the available options based on the collection arrangement, timing and applicable terms.