Terms & Conditions

Terms & Conditions

Terms and Conditions – Sewage System Emptying Services

Effective Date: 01/03/26
Company Name: Charles Maiden Waste Disposal Limited
Registered Address: The Hortons, Edwyn Ralph, Bromyard, HR7 4NF

Contact Email: Info@charlesmaidenbromyard.co.uk
Contact Phone: 01885 482305

These Terms and Conditions govern the provision of sewage system emptying services by [Charles Maiden Waste Disposal Limited (“the Company”) to the customer (“the Client”).

By booking or using our services, the Client agrees to the following terms.

1. Definitions

For the purposes of these Terms and Conditions:

• “Services” refers to the emptying, cleaning, maintenance, and waste removal from sewage systems including septic tanks, cesspits, and sewage treatment plants.
• “Client” refers to the individual, company, or organisation requesting the Services.
• “System” refers to the sewage or wastewater containment system being serviced.

2. Scope of Services

 The Company provides:

• Septic tank emptying
• Cesspit emptying
• Sewage treatment plant emptying
• Sludge removal
• Waste transport and disposal
• Basic visual inspection of accessible components
• Sewage Treatment Plant Servicing
• Jetting

Services will be carried out using appropriate vacuum tankers and equipment operated by trained personnel.

The Company will dispose of all collected waste at licensed waste treatment facilities in accordance with environmental regulations.

3. Booking and Service Requests

3.1 Service bookings may be made via phone, email, website, or other approved methods.

3.2 The Client must provide accurate information including:

• Property address
• Type of system
• Approximate tank size
• Accessibility details (i.e distance to tank etc)
• Known hazards or restrictions

3.3 The Company reserves the right to revise pricing if the information provided by the Client is inaccurate.

4. Client Responsibilities

 The Client agrees to:

• Provide safe and reasonable access to the sewage system.
• Ensure tank lids and covers are accessible and not obstructed.
• Inform the Company of any hazards including:
  • Confined spaces
  • Aggressive animals
  • Ground instability
  • Electrical hazards
  • Chemical contamination

The Client must ensure access routes are suitable for heavy vehicles (vacuum tankers).

The Company will not be responsible for delays or additional costs caused by restricted access.

5. Access and Vehicle Requirements

 5.1 The Client must ensure that the sewage system to be serviced is accessible to the Company’s vacuum tanker vehicle.

5.2 The Company operates large 6-wheel vacuum tankers, and access routes to the property must be suitable for such vehicles. This includes but is not limited to:

• Adequate road or driveway width
• Sufficient turning space
• Stable and solid ground conditions capable of supporting a heavy vehicle
• Clear overhead access free from obstructions such as low trees, wires, or structures, overhead electrical cable etc

5.3 The distance between the sewage tank access point and the location where the tanker can safely park must not exceed 30 metres.

5.4 If the distance exceeds 30 metres, the Company reserves the right to:

• Apply additional charges, or
• Refuse to carry out the service if it is deemed unsafe or impractical.

5.5 The Client is responsible for ensuring that:

• Tank lids or covers are visible and accessible
• The access route is free from obstructions
• Gates are wide enough to accommodate a 6-wheel tanker vehicle (12ft)

5.6 If the Company arrives on site and the access is not suitable for the tanker vehicle, or the sewage tank is located beyond the 30-metre hose limit, the Company reserves the right to charge a call-out fee equal to 100% of the quoted service cost where the service cannot be completed due to circumstances not caused by or the fault of Charles Maiden Waste Disposal Limited.

5.7 If the tanker becomes stuck due to unsuitable access conditions, the Client may be liable for recovery costs and any associated damages.

6. Seasonal and Ground Condition Restrictions for Field Access

Field or off-road sewage tank emptying services will only be carried out during suitable ground conditions, typically during the summer months or when the ground is sufficiently firm to safely support a heavy vehicle.

The Company operates vacuum tankers with a maximum gross weight of up to 26 tonnes, and access to fields will only be permitted where the ground conditions are considered safe and capable of supporting such vehicles.

The decision as to whether ground conditions are suitable will be entirely at the discretion of the operator of Charles Maiden Waste Disposal Limited at the time of attendance.

Where ground conditions are deemed unsuitable, the Company reserves the right to:

• Refuse entry into the field
• Postpone the service until ground conditions improve
• Attempt the service from a safe location within the 30-metre hose limit

If the service cannot be completed due to unsuitable field access or ground conditions, this may be treated as a failed attendance in accordance with Section 11

6. Pricing and Payment

 6.1 Prices will initially be quoted based on:

• Tank size
• Waste volume
• Distance travelled
• Accessibility
• Waste type
• When the system was last emptied

6.2 Additional charges may apply for:

• Excess sludge or waste volume
• Difficult access
• Emergency or out-of-hours services
• Additional cleaning work
• Waiting time
• Blockages

6.3 Payment terms:

• Payment is required prior to our arrival unless otherwise agreed.
• Accepted payment methods include bank transfer or card payment.

6.4 Credit account holders may incur interest under the Late Payment of Commercial Debts (Interest) Act 1998.

7. Cancellation Policy

 Clients must provide at least 24 hours’ notice for cancellations unless in the event of an emergency.

The Company reserves the right to charge:

• Full-service charge if the operator arrives and access is not possible.

If payment has been made and the Client provides at least 24 hours’ notice of cancellation, a full refund will be issued.

8. Health and Safety

 The Company operates in accordance with relevant UK health and safety legislation including:

• Health and Safety at Work Act 1974
• Control of Substances Hazardous to Health Regulations (COSHH)

Our staff may refuse to carry out work if conditions are considered unsafe.

9. Environmental Compliance

 All waste collected will be transported and disposed of in accordance with:

• Environmental Protection Act 1990
• Duty of Care regulations
• Waste Carrier licensing requirements

Waste will only be disposed of at licensed waste treatment facilities.

10. System Condition

The Company is responsible only for emptying and removal of waste.

The Company is not responsible for:

• Structural damage to tanks
• Existing cracks or defects
• Blocked pipes beyond the tank or in the soakaway
• Faults in pumps or treatment equipment

If defects are observed during service, the Client will be informed where possible and will be given recommendation on issue rectification.

11. Failed Attendance / Aborted Service

 If the Company attends the property and the service cannot be completed due to circumstances beyond the control of Charles Maiden Waste Disposal Limited, the Company reserves the right to charge 100% of the quoted service fee.

Circumstances where this may apply include, but are not limited to:

• The sewage tank being located more than 30 metres from where the tanker vehicle can safely park
• Access routes not suitable for a 6-wheel vacuum tanker
• Blocked or restricted access including locked gates, parked vehicles, or other obstructions
• Tank lids not exposed, inaccessible, or unable to be safely removed
• Ground conditions unsuitable for heavy vehicles
• Incorrect or misleading information provided when booking the service
• Animals on site that pose a safety risk to staff
• Hazardous substances present within the tank
• Unsafe working conditions as determined by the Company’s operator

In such circumstances the visit will be treated as a failed attendance, and the Client will remain liable for the full-service charge.

12. Liability

 The Company will take reasonable care when performing the Services.

However, the Company shall not be liable for:

• Pre-existing damage to the system
• Damage caused by defective tanks or covers (i.e. age & deterioration)
• Access damage due to unsuitable ground conditions
• Indirect or consequential losses

Total liability shall not exceed the value of the service provided.

13. Force Majeure

 The Company shall not be liable for delays or failure to perform services due to circumstances beyond reasonable control including:

• Severe weather
• Flooding
• Vehicle breakdown
• Road closures
• Government restrictions

14. Complaints

 Any complaints must be submitted within 7 days of the service date.

Complaints should be sent to:

Email: info@charlesmaidenbromyard.co.uk

The Company will investigate and respond within a reasonable timeframe.

15. Cameras

 All vehicles are fitted with 360-degree cameras to protect both our drivers and customers, and to ensure full transparency of activities carried out on site.

16. Service Contracts

 Customers who wish to enter into a regular service contract with Charles Maiden Waste Disposal Limited must inform the Company at the time of booking or request this service separately.

A contract form will be sent via email to the customer, which must be fully completed and returned before the contract can be activated.

All required details must be accurately completed by the customer. The contract will not commence until the completed form has been received and accepted by the Company.

Once enrolled, Charles Maiden Waste Disposal Limited will endeavour to contact the customer when their sewage system is due for emptying in accordance with the agreed service schedule.

Termination of a service contract by the customer must be provided with a minimum of one (1) month’s written notice.

17. Service Reminders and Marketing Communications

 Upon registering or booking with Charles Maiden Waste Disposal Limited, customers will automatically be added to our service reminder mailing list. This enables the Company to send a courtesy reminder email when the sewage system is due for its annual emptying.

Customers who do not wish to receive these reminders may opt out at any time by:

• Notifying the Company’s office directly, or
• Clicking the unsubscribe link included in reminder emails.

Participation in the reminder service does not affect the customer’s responsibility to ensure their sewage system is emptied and maintained in accordance with manufacturer guidance and relevant regulations.

18. Data Protection

 Client information will be processed in accordance with UK GDPR and the Data Protection Act 2018.

Client details will only be used for:

• Service delivery
• Invoicing
• Legal compliance

Information will not be shared with third parties except where required by law.

19. Changes to Terms

 The Company reserves the right to update these Terms and Conditions at any time.

The most current version will always be available on request or on the Company website.

20. Governing Law

 These Terms and Conditions shall be governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

21. 21. Acceptance of Terms

By engaging with us verbally, or by accepting any quote, estimate, or invoice, you are deemed to have accepted these Terms and Conditions in full.

Any concerns or objections must be raised before approval and payment. Once payment or acceptance is made, the Terms and Conditions are considered binding.