BUKKA SERVICES
TERMS

BUKKA SERVICES TERMS AND CONDITIONS

1. Please read these Terms and Conditions carefully as they form a binding agreement between Bukka (us, we, our) including Bukkawaste / Bukka App and its owners, employees and contractors/partners, and you (your), also known as the Customer / User.

1.2 By using Bukka, you agree to be bound by these Terms and Conditions, governed by United Kingdom law, for any of the following services to include, but not limited to, Bukka Bin Collections & Rubbish Removals, Metal Collection, Carpet & Upholstery Cleaning, and Bin Washing, and the use of the Bukka Website and Bukka App.

SERVICE TERMS

2. BIN COLLECTIONS & RUBBISH REMOVALS

2.1 Bukka will use reasonable efforts to procure that our contractors service the waste in a proper and efficient manner, subject to the conditions contained in these Terms of Service.

2.2 Bukka will comply with all special site conditions and safe working procedures, notified to and acknowledged via communication using the App on the acknowledgement of order, in accordance with the obligations of the Customer, under the Health and Safety at Work etc. Act 1974.

Type of Waste

2.3 You agree to complete and properly describe the waste in the relevant Duty of Care waste transfer note upon request.

2.4 You agree to only place waste in the bin that has been identified in the Duty of Care document.

2.5 You agree to adhere to all current waste disposal regulations, including the Hazardous Waste Regulations (2005).

2.6 You agree that the waste does not include any liquids or food that contains any categories 1, 2 or 3 animal by-products that should be collected by a specialist collector for rendering / incineration / composting / biogas digestion / animal feed, as described in the Animal By-products Regulations 2005.

2.7 You agree that equipment containing CFC (i.e. fridges/freezers) cannot be collected as part of the standard collection service.

2.8 You agree that in accordance with the Control of Pollution Regulations (1980) and the Environmental Protection Act, Section 34 (1990), the description of the waste forms an integral part of the contract and you will notify Bukka immediately in writing of any changes to the details of the waste.

2.9 You agree that only those materials notified as recyclable (currently clean paper, cardboard), will be acceptable for recycling collection and that all recyclable material must be placed loose in the bin and should not be compacted in any way.

2.10 You agree that contaminated recycling bins will not be emptied. The Customer will be notified of the issue via the Bukka App, with a photo where possible and explanation why the collection has not taken place. This will come directly from the allocated contractor who will be on site. The bin will not be collected until the contamination is removed. It is the responsibility of the Customer to sort the contents of the bin and remove contamination. No refunds will be issued in these circumstances.

Waste Collection

2.11 You agree to provide a suitable and safe means of vehicular access for the collection and servicing of the waste.

2.12 You agree to make bins available from 7.00am on the day of collection, unless specific arrangements have been made. Bins need to be accessible for collection. If bins are left locked behind council or private gates, collection could be rescheduled/cancelled.

2.13 You agree to keep bin lids shut to prevent refuse blowing out from the bins. Any extra waste that does not fit with the bin lid closed must be booked in or will not be collected.

2.14 You agree that only waste / recycling contained within the bin(s) will be collected. Any waste / recycling around the bin(s) or left on top will not be collected.

2.15 You agree that any bin that is deemed to be overweight and is therefore unsafe to handle or empty will not be emptied by an assigned Bukka contractor. In such cases, the contractor will not return to empty the bin and it shall be the responsibility of the Customer to ensure that the weight of the bin is reduced prior to the next scheduled collection.

2.16 You agree that any single item of waste deemed by the contractor to be too large, heavy or dangerous, thus posing a risk to the contractor or the equipment, will not be collected.

2.17 You are responsible for ensuring that the correct bin sizes are booked in otherwise Bukka will either cancel the collection and refund the Customer or charge the difference to the card linked to the account.

2.18 You shall be wholly responsible for the safety of all persons (including the Bukka employees and contractors) entering within the curtilage of your premises.

2.19 Bukka shall not be responsible for any property (including personal effects), deposited in the waste bin by you or any other person, nor be liable for any loss or damage thereto.

Missed Collections

2.19 You agree that a missed collection is as described/defined in the Duty of Care. The term ‘missed collection' does not include incidents where the Bukka contractor cannot gain safe access to the refuse or where the collection has been rescheduled.

2.20 You agree that any missed collections must be reported using the push notification via the Bukka App within 12 hours of an alleged missed collection event (Reporting Period). Bukka will not generally instruct its contractor to return to empty any bins reported as missed outside of this Reporting Period, and no refunds will be issued if the report is not made within the Reporting Period.

2.21 You agree to report suspected missed collections to Bukka using the push notification via the Bukka App after 5pm on the day of collection as the drivers may still be out. Genuine missed bins will be collected as soon as possible after they are reported, generally within one working day, however, Bukka is not obliged to arrange for its contractor to return to empty a bin or collect sacks, which the contractor has identified and recorded as overweight, contaminated, not at the correct/agreed collection point or inaccessible.

2.22 You will be charged for a return visit if the missed collection is your fault. There will be no charge if the contractor is in the area and it is not classed as an emergency collection. The Customer will be required to rectify any waste compliance problem before a contractor will collect waste, at the next scheduled collection date.

2.23 Bukka shall not be liable to the Customer or to any third party for any direct or consequential loss or damage caused by any delays in the performance of its service.

2.24 Bukka will endeavour through its contractors to service the waste as requested, unless delayed or prevented from doing so by circumstances beyond its reasonable control.

3. Metal Collection

3.1 Bukka provide a free metal collection service including, but not limited to, cookers, washing machines, dishwashers, radiators, boilers, TVs, microwaves, copper pipes, cylinders, bed frames, cast iron baths, gates, garden equipment, tools, gym equipment, bikes, cars and alloy wheels.

3.2 Bukka are not able to collect fridge freezers or prohibited metal items to include, but not limited to, gas bottles, fire extinguishers, firearms, contaminated waste or toxic waste.

3.3 You agree to provide a suitable and safe means of vehicular access for the collection of scrap metal.

3.4 You agree to present the scrap metal as arranged from 7.00am on the day of collection, unless specific arrangements have been made.

3.5 You agree to be responsible for disconnecting appliances and making them ready and easily accessible for collection.

3.6 You agree to provide evidence of identity and ownership of any large item, such as cars or bikes, which you request Bukka contractors to collect and dispose of.

3.7 Bukka will endeavour through its contractors to collect the scrap metal waste as requested, unless delayed or prevented from doing so by circumstances beyond our reasonable control.

3.8 Bukka shall not be liable to the Customer or to any third party for any loss or damage of any property (including personal effects) presented by the Customer by mistake for scrap metal collection.

3.9 Bukka shall not be liable to the Customer or to any third party for any direct or consequential loss or damage caused by any delays in the performance of its service.

4. CARPET & UPHOLSTERY CLEANING

4.1 You must provide the cleaning contractor with access to electricity and running water, if needed, at the premises where the cleaning services take place.

4.2 You agree to allow Bukka cleaning contractors access to the property for the purposes of completing cleaning services requested at the scheduled time. You may be liable to pay a fee if you fail to provide access to the property as arranged.

4.3 You are responsible for providing any special instructions to Bukka concerning contractor access to the property.

4.4 You are responsible for ensuring that any valuables, including precious, fragile or breakable items, are secured or removed from your property prior to services being carried out. Bukka shall not be liable for any loss or damage of any items or property to include, and not limited to, cash, jewellery, items of sentimental value, art and antiques.

4.5 You agree to inspect the work immediately upon completion of the cleaning to draw attention to any outstanding issues while the cleaning contractors are still on site. The cleaning contractor will provide any such additional work or advise you if the work can't be carried out due to factors, such as permanent staining or wear and tear.

4.6 You agree that any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law together by Bukka and the Insurance Provider. As a result, you may incur legal fees and payment of monetary compensation.

4.7 Bukka cleaning contractors will provide all cleaning supplies and cleaning equipment to carry out the cleaning services.

4.8 Bukka reserves the right not to carry out services if, on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment.

4.9 Bukka are not responsible or liable for a poor result in cleaning carpets or upholstery where there is considerable staining and/or wear and tear prior to the service being carried out.

4.10 Bukka are not liable for any odours arising in carpets or upholstery during and/or after cleaning when this is due to factors such as lack of ventilation and/or appropriate heating.

4.11 Bukka are not liable for expansion, shrinkage, ripples or discolouration becoming more visible in carpets or upholstery during and/or after the cleaning when this is as a result of factors such as fibre content, wear and tear and/or poor fitting.

4.12 Bukka are not liable for failing to remove old or permanent stains / spillages / burns that cannot be removed completely by the cleaning contractors using standard carpet and upholstery cleaning methods.

4.13 Bukka are not liable for any unsatisfactory result due to the Customer or any third party walking on the carpets during or shortly after completion of the cleaning service.

4.14 Bukka endeavours to be on time on any visit but sometimes, due to transport related and other problems which are beyond our control, the cleaning contractors may arrive late or in extreme cases the cleaning visit may be rescheduled.

4.15 Bukka will not be able to carry out services if power or water supply is unavailable or if there is interference from the Customer or any other person while the contractor carries out the work.

4.16 Bukka shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Customer arising from or in any way connected with our failure to carry out services as a result of factors that are beyond control, such as severe weather conditions, lack of appropriate resources (water and electricity), inability to gain access to premises, staff sickness or any problems deemed beyond our control.

4.17 Bukka can decline to carry out carpet and upholstery cleaning for any reason, and especially in circumstances where the carpets or upholstery is heavily stained or contaminated, considered a biohazard or needs to be replaced due to advanced wear and tear.

5. BIN WASHING & CLEANING

5.1 You agree to leave the bin out in an accessible place for the bin washing service to be carried out.

5.2 If it's a bin wash only then the bin needs to be completely empty. You agree to ensure that the bin is fully empty prior to being cleaned. If the bin is full or part full upon the contractor’s arrival, we may not be able to carry out the bin washing service.

5.3 If the contractor is not able to carry out the bin washing service because the bin is full or part full or the bin is inaccessible, you may still be charged.

5.4 Bukka bin washing involves internal cleaning only.

5.5 If the bin contains animal excrement, Bukka reserves the right to decline cleaning the bin at their discretion.

5.6 Bukka can not guarantee that the bin washing service will remove stains or odours.

5.7 Bukka endeavour to carry out bin washing with due care, but are not responsible if any bin stencils or stickers become removed in the process.

5.8 Bukka endeavour to carry out bin washing to the best of the contractor’s abilities, but can not guarantee that the work will resolve any issues with bins that have stubborn stains or smells.

5.9 Bukka can decline to carry out bin cleaning for any reason, and especially in circumstances where the bin is heavily contaminated, considered a biohazard or needs to be replaced due to advanced wear and tear.

5.10 Bukka Service's schedules are not guaranteed to coincide with any other bin collection company or council collections.

5.11 You are aware that there are strictly no same day cancellations.

6. SKIP HIRE

DELIVERY AND COLLECTION

6.1 Delivery and Collection of the skip is between 7am and 6pm on the allocated date.

6.2 Bukka will deliver the skip to the site and position it wherever reasonably possible as instructed by the Customer. You shall ensure that the site is safe and suitable for delivery and collection.

6.3 You are responsible for making sure the skip is properly coned off with lamps whilst on the public highway or wherever else that's appropriate to ensure safety.

6.4 Bukka reserves the right to cancel or re-arrange delivery if a permit is required but not applied for. Skip Contents

6.5 You are responsible for ensuring that the skip contents are at a level below the top of its sides and do not exceed the level fill line. The skip contents should not make collection or transportation difficult or hazardous.

6.6 If the skip is overloaded, Bukka will not collect it until you remove the excess waste.

6.7 You shall deposit waste in the skip which Bukka has agreed to accept and which complies with all relevant legislation and regulations in relation to its disposal.

6.8 You must not deposit any unauthorised prohibited, hazardous or toxic waste in the skip. Prohibited waste includes: Asbestos; Plasterboard; Batteries; Explosives; Toxic Materials; Aerosols and Gas Containers; Paint Liquids; Soft Furnishings containing Foam; Hazardous Waste; Oil or Fuel; Medical Waste; Tyres; Electricals; Fridges or Freezers; and Televisions or Monitors.

6.9 If there are unauthorised prohibited items in the skip, you agree to remove them before collection.

6.10 Bukka will use reasonable efforts to procure that our contractors service the skip waste in a proper and efficient manner, subject to the conditions contained in these Terms of Service.

6.11 If you exceed the booking duration for the skip hire, the daily rate will be charged for each additional day.

6.12 Bukka shall not be liable for any loss or damage arising from the supply, hire or use of the skip except as set out in these conditions.

7. WINDOW & GUTTER CLEANING

7.1 Window cleaning will be performed to a high standard using professional cleaning techniques. However, Bukka cannot guarantee the removal of stains or dirt that are caused by etching, hard water stains, or other permanent damage.

7.2 Gutter cleaning will remove debris, but Bukka does not cover repair services for broken or damaged gutters, downspouts, or seals unless specifically arranged in advance.

7.3 Bukka will make every effort to clear gutters and downspouts. However, if a blockage is found in inaccessible areas (e.g., underground pipes or downspouts leading to drainage systems), this may require specialist services which will not be included in the original quote.

7.4 Bukka is not liable for damages caused by pre-existing conditions or structures weakened by poor maintenance.

7.5 Customers are responsible for notifying Bukka of any health and safety concerns prior to the start of the service (e.g., hazardous areas, loose structures, or animals on the property).

7.6 Bukka reserves the right to refuse or cancel the service if access to the property is deemed unsafe, ((e.g., unstable ladders, poor weather conditions, unsafe property structures). You must provide clear and safe access to all areas requiring cleaning.

7.7 Bukka will not be held responsible for any damages arising from the cleaning process, provided all reasonable care is taken.

7.8 For safety reasons, Bukka may need to reschedule your service in the event of bad weather (e.g., heavy rain, storms, or high winds). We will contact you to arrange an alternative date at no extra cost.

7.9 Bukka employees are trained in working at height and using safety equipment but reserve the right to refuse service if conditions are deemed unsafe.

GENERAL TERMS

8. GENERAL SERVICE TERMS

8.1 Bukka occasionally use authorised and approved Partners to provide services and fulfil jobs.

8.2 Bukka is not responsible for a Partner's actions. If you have any complaints, please contact Bukka.

9. BUKKA WEBSITE AND BUKKA APP

9.1 While Bukka endeavours to ensure that the information on our Website and App is correct, we accept no liability for any inaccuracies or omissions or the information obtained directly or indirectly from the Website or App.

9.2 While Bukka will use reasonable endeavours to maintain the Bukka Website and App in a fully operating condition, we shall not be responsible for the results of any defects that exist in the Website or App and shall not be liable if for any reason the Website or App is unavailable at any time or for any period.

9.3 As a convenience, Bukka may make third-party software available. To use such software, you agree to the terms and conditions imposed by the third-party software provider. The agreement to use such software will be solely between you and its third-party provider. Bukka makes no representations or warranties concerning use, and shall not be liable or responsible for any such software.

9.4 Bukka shall not be liable for any loss, liability, damage or expense of whatever kind arising, whether wholly or partly and whether directly or indirectly, in consequence of the use of, or any reliance placed upon, information on the Website or App.

9.5 Your use of any information or materials on the Bukka Website or App is entirely at your own risk, for which Bukka shall not be liable. It shall be your responsibility to ensure that any products, services or information available through our Website or App meet your specific requirements.

9.6 Bukka may suspend or vary the whole or any part of the service offered on the Website or App for any reason, at any time, at our sole discretion.

9.7 Bukka reserves the right to make changes and corrections to the Website or App at any time without notice.

10. PERSONAL INFORMATION

10.1 The Customer’s personal details (such as address, phone number and email address) are only used for administrative purposes and carrying out of services by Bukka.

10.2 Bukka may share the relevant Customer details with an approved Partner relating to the service.

10.3 Bukka will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

10.4 If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind by contacting us by email.

10.5 You may request details of personal information, which we may hold about you under the Data Protection Act 1998. You may pay a small admin fee to Bukka to access this information.

11. PAYMENT FOR SERVICE

11.1 By making an application to Bukka, you are obliged to pay all appropriate charges on due dates for services under the contract.

11.2 Payment for services such as waste collection can be made on the same day of collection via the push notification using the Bukka App.

11.3 You must inform Bukka of any change of payment details for services that take recurring payments.

11.4 Bukka shall withdraw services if you fail to pay all charges agreed.

11.5 Bukka process your payments via our secure payment provider, Stripe.

11.6 Bukka do not hold Customer’s financial information as Stripe acts as our preferred payment merchant.

11.7 Bukka reserves the right to increase the charges at any time, with one month's notice in writing given to the Customer.

12. CANCELLING SERVICES

12.1 There are strictly no same day cancellations.

12.2 Bukka reserves the right to cancel a booking for any reason and in circumstances beyond their control such as bad weather, natural disasters, vehicle breakdowns or staff illness, in which case a full refund or voucher will be issued to the Customer.

12.3 Customers have the option to request a cancellation or refund by utilizing the support ticket system on the Bukka App or website. The Bukka Customer Services team will then assess the situation and decide whether to change the date of service, apply a credit, or issue a refund. Please note that the refund process typically takes 5-7 working days, and the final decision rests with Bukka.

13.1 Bukka will refund the Customer if we have not been able to provide the service owing to our own error or unavailability.

13.2 Bukka will consider a refund if you cancel a booking no less than 24 hours before the scheduled service.

13.3 Approved refunds will be returned to the original source within 30 days of resolution minus any agreed expenses.

14. BUKKA POINTS

14.1 Bukka points can be claimed with the available awards in the App.

14.2 Bukka points will be deducted if the service is cancelled.

14.3 Bukka points are not currency and cannot be redeemed for anything other than the stipulated awards.

14.4 Bukka points expire in 6 months.

14.5 If using Points or a voucher, the Customer should make sure it's selected. Any refund request due to the voucher not being added to the booking will be subject to the cancellation policy.

15. REFER A FRIEND

15.1 Any rewards will be awarded once the referral is verified.

16. HELP & SUPPORT

16.1 Bukka aim to respond to all enquiries within 72 hours.

17.1 If you are not satisfied with the work carried out, please contact Bukka within 48 hours. Bukka has the right to rectify any problem or complaint.

18.1 You shall indemnify Bukka from and against all proceedings and claims for any loss, damage, personal injury or loss of life arising from any of your undertakings and obligations under these Terms of Service, however caused, except where you can affirmatively establish that the circumstances giving rise to the same, were solely attributable to the negligence or wilful act or default of Bukka or any of its employees or contractors/partners.

18.2 To the fullest extent permitted by law you agree Bukka shall not be liable to you or a third party for any direct, indirect, incidental, special, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise in connection with Bukka in any way or in connection with the use, inability to use or the results of use of the Bukka Website or App.

19.1 The contract formed and including these Terms of Service may be terminated by Bukka and / or the Customer, at any time without cause, provided that each party notifies the other in writing. Termination takes effect from the date on which notice of termination is provided by either party, and does not affect any legal rights of either party which may have accrued prior to such notice.

20.1 In using Bukka, you have deemed to have read and accepted in full, these Terms and Conditions of the service. Subject to any overriding statutory or legal right, which may not be excluded by these Terms of Service, these Terms and Conditions apply and supersede all other written and verbal agreements, arrangements and representations made at any time between the parties including any conflicting terms or purchase or order sought to be imposed by you. No other terms, conditions or warranties expressed or implied shall be of any effect whatsoever.

21.1 Bukka reserves the right to add, delete, or modify any provision of these Terms and Conditions at any time without notice.

21.2 These terms and conditions were updated on 15 February 2023 and apply immediately.

If you have any questions about these Terms & Conditions, please contact us by email: info@bukkaservices.com

Registered office address: Bukkawaste LTD, Alex House, 260-268 Chapel Street, Salford, England, M3 5JZ

Works address: Nook lane Nook farm M29 7LW

Company registration Number: 10538927

VAT registration Number: 276298653