Terms and Conditions

Terms & Conditions of Sale.

1.1 These are the terms and conditions on which we supply Goods to you through our website. You should print a copy of these Terms for your future reference.

1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these Terms please contact us to discuss via email: hello@sortera.co.uk

2.1 We are Sortera Limited a company registered in England and Wales. Our company registration number is 02069980 and our registered office is at located at Sortera House, 35 First Avenue, Montagu Industrial Estate, Edmonton, N18 3PH. Our registered VAT number is GB450884239

2.2 You can contact us by telephoning our customer service team on 0330 0944 944 or by emailing us at: hello@sortera.co.uk

2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

3.1 Your order will be automatically accepted when we dispatch your Goods, unless we reject your order and provided that we’ve received payment in full for the Goods and any related delivery charges. The contract between us is formed at the time we dispatch your Goods

3.2 If we are unable to accept your order, we will inform you of this and will not charge you for the Goods. This might be because the Goods are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the Goods or because we are unable to meet a delivery deadline you have specified.

3.3 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

3.4 We only sell to the UK. Our website is solely for the promotion of our Goods in the UK and we do not accept orders from addresses outside the UK.

4.1If you wish to make a change to the Goods you have ordered, please contact us on 0330 0 944 944 or email us at: hello@sortera.co.uk quoting your order reference. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Goods, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.

5.1 The costs of delivery will be as displayed to you on our website.

5.1 During the order process you will select the day when we will provide the Goods to you. We will use our best commercial endeavours to deliver the Goods to you on that day you select depending on all necessary permits and bay suspensions issued by relevant local authorities being in place where needed.

5.2 Depending on the Goods you order, your order may be fulfilled (delivered) by Sortera itself or by one of our selected partners (who are included in references to ‘we’ and ‘us’ for the purposes of this clause 6). In any event, it will be made clear on delivery that your order was placed with Sortera Ltd.

5.3 We are not responsible for delays outside our control. If our supply of the Goods is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Goods you have paid for but not received.

5.4 If you do not allow us access to your property to perform the Services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract.

6.8 You may have certain legal rights if we deliver any Goods late. If we miss the delivery deadline for any Goods then you may treat the contract as terminated if any of the following circumstances apply:

6.8.1: we have refused to deliver the Goods;

6.8.2 : delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

6.8.3 : you told us before we accepted your order that delivery within the delivery deadline was essential.

6.9 If you do not wish to treat the contract as terminated, or do not have the right to do so under clause 6.8, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as terminated if we do not meet this new deadline.

6.10 If you do choose to treat the contract as terminated for late delivery under clause 6.8 or clause 6.9, you can cancel your order for any of the Goods or reject Goods that have been delivered.

6.11 Goods will be your responsibility from the time we deliver the Goods to the address you gave us.

6.12 We may need certain information from you so that we can supply the Goods to you, for example, your address and any specific instructions for accessing the delivery address. If so, this will have been stated in the description of the Goods on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the Goods late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

6.14 We may have to suspend the supply of a Good to:

6.14.1 : deal with technical problems or make minor technical changes;

6.14.2 : update the Goods to reflect changes in relevant laws and regulatory requirements;

6.14.3 : make changes to the Goods as requested by you or notified by us to you.

6.15 We will contact you in advance to tell you we will be suspending supply of the Goods, unless the problem is urgent or an emergency. If we have to suspend the Goods we will adjust the price so that you do not pay for Goods while they are suspended. You may contact us to end the contract for Goods if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 7 days and we will refund any sums you have paid in advance for the Goods in respect of the period after you end the contract.

6.16 We may also suspend supply of the Goods if you do not pay. If you do not pay us for the Goods when you are supposed to and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the Goods until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the Goods. We will not suspend the Goods where you dispute the unpaid invoice. We will not charge you for the Goods during the period for which they are suspended.

7.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.

7.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract.

7.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 7.2.

7.1.3 If you have just changed your mind about the Goods, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

7.1.4 In all other cases (if we are not at fault and there is no right to change your mind), see clause 7.6.

7.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out below, the contract will end immediately and we will refund you in full for any Goods which have not been provided and you may also be entitled to compensation. The reasons are:

7.2.1 : we have told you about an upcoming change to the Goods or these terms which you do not agree to;

7.2.2 : we have told you about an error in the price or description of the Goods you have ordered and you do not wish to proceed;

7.2.3 : there is a risk that supply of the Goods may be significantly delayed because of events outside our control;

7.2.4 : we have suspended supply of the Goods for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; or

7.2.5 : you have a legal right to end the contract because of something we have done wrong (including because we have delivered late (see clause 6.8).

7.3 For most Goods bought online you have a legal right to change your mind within 14 days and receive a refund.

7.4 If you have bought Services (for example, delivery from us) you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the Services you cannot change your mind, even if the period is still running. If you cancel after we have started the Services, you must pay us for the Services provided up until the time you tell us that you have changed your mind.

7.5 Even if we are not at fault and you do not have a right to change your mind (see clause 7.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for Goods is completed when the Goods are delivered and paid for. A contract for Services is completed when we have finished providing the Services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for Goods not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

8.1To end the contract with us, please let us know by doing one of the following:

8.1.1Phone or email us urgently. Call customer services on 0330 0 944 944 or email us at: hello@sortera.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

8.4 If you are responsible for the costs of return and we are collecting the Goods from you, we will charge you the direct cost to us of collection. Such costs will vary significantly between various Goods but you will be advised of the costs of collection before the Goods are collected.

8.5 We will refund you the price you paid for the Goods (including delivery costs as applicable), by the method you used for payment. However, we may make deductions from the price.

8.6 Where a Service is supplied, we may deduct from any refund an amount for the supply of the Service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract within 14 days.

9.1If you have any questions or complaints about the Goods or Services we provide please contact us. You can telephone our customer service team at 0330 0 944 944 or email us at: hello@sortera.co.uk

11.1The price of the Goods (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the Goods advised to you is correct. However please see clause 11.3 for what happens if we discover an error in the price of the Goods you order.

11.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the Goods, we will adjust the rate of VAT that you pay, unless you have already paid for the Goods in full before the change in the rate of VAT takes effect.

11.3 It is always possible that, despite our best efforts, some of the Goods we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the Good’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Good’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.

11.4 We accept payment with Visa and Mastercard credit cards, and Maestro, Delta and Visa Electron debit cards. You can only pay for Goods ordered through our website by debit or credit card. We’ll take payment for your order, including delivery charges, from your debit or credit card at the time you place your order. However, this doesn’t mean that your order has been accepted and if we reject your order for any reason (see above), or we can’t supply the Goods you’ve ordered, we’ll credit your payment card with a full refund.

12.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

12.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.

12.3 If we are providing Services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the Services.

12.4 We are not liable for business losses. We only supply the Goods for domestic and private use. If you use the Goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.1 We will use the personal information you provide to us:

13.1.1to supply the Goods to you;

13.1.2 to process your payment for the Goods; and

13.1.3 if you agreed to this during the order process, to give you information about similar Goods that we provide, but you may stop receiving this at any time by contacting us.

13.2 We may pass your personal information to credit reference agencies. Where we extend credit to you for the Goods we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.

13.3 We will only give your personal information to other third parties where the law either requires or allows us to do so.

14.1 We may transfer this Agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for Goods not provided.

14.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

14.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

14.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

14.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Goods, we can still require you to make the payment at a later date.

14.6 These terms are governed by the law of England and Wales and you can bring legal proceedings in respect of the Goods in the English courts.

15.1 Any damage caused to skips whilst in Customers customer possession or control shall be charged for at the Company’s Standard rate. In the unfortunate event that the skip is stolen from the Customer’s site, the Customer will be responsible for replacing the skip that has been lost. This will be charged at the current market rate for the skip in question.

15.2 Customers warrant that with respect to each container ordered to be placed other than on private property the permission of all required organisations or persons has been duly obtained under Section 31 of the Highways Act 1971 and Customers undertake that they will ensure that all conditions subject to which the aforesaid permission is granted shall be observed at all times and in particular will cover the container and ensure it is properly lighted during the hours of darkness.

16.1 Customers shall reimburse us in respect of any loss or damage to the containers whilst on hire to them from whatsoever cause the same may arise (fair wear and tear excepted). They shall also fully indemnify us in respect of any claims for injury to persons or property arising out of the use of the containers whilst on hire to them howsoever the same may be caused or arise. In addition to customers undertaking to observe at all times the conditions subject to which the permission of all relevant organisations or persons is granted as aforesaid (including in particular the provision of lamps and traffic cones) if containers are sited anywhere else where they are likely to be a contributory cause of damage or injury to third parties during the hours of darkness, customers provide adequate warning lights on the containers and they shall also ensure the safe loading of material into the containers.

17.1 All parking and skip fines are the customer’s responsibility.

18.1 Overloaded skips will not be removed from site and may be liable for additional charges.

Delivery Policy

Information regarding shipping and delivery rates, timescales and transportation vary depending on the service being acquired and the time at which the purchase is conducted.

For all products purchased online, the various product pages will detail the necessary information, Customers will also receive an email confirmation of their order and a follow up call when applicable.

General Advice To Note:

Delivery will be made within the allotted timescales provided on the product page of the ordered products.
We are unable to provide exact ETA’s due to high demand but will deliver at the earliest convenience.
Please do not make any arrangements with contractors based on these delivery dates (subject to change).
Cancellation: Online customers get charged a £15 cancellation fee if cancelled within 48 hours of delivery date.
Return: If a skip is not filled and we collect it empty a £40 transport fee is charged.
Delivery Timescales: Normally within 48 hours but this is subject to time of year and availability.

Refund Policy

This section describes how we calculate refunds and outlines our policy.

Our refunds policy does not affect your statutory rights. At least one clear working days’ notice is required to terminate the hiring of the skip. Orders cancelled on the day of delivery may be subject to cancellation charges if the skip has left our depot. No refund can be issued once a skip has started to be filled with waste. No refund will be issued for skip road licenses/permits once submitted to the appropriate council. We reserve the right to charge for a wasted Journey to cover reasonable costs should the driver arrive at the delivery address and is turned away or is unable to drop or collect the skip.

Order cancellation must be confirmed by telephone or via email with our sales office.
Please call 0330 0 944 944 or email us at: hello@sortera.couk.

Card refunds will be processed within 5 days to the original card the booking was made with.