Frequently asked questions

No. Every request is reviewed by us first. We email an approved price and a payment link; your slot is confirmed once payment goes through. Until then the time you picked is a request, not a guarantee.

It's the time we'll arrive — for example 6:15–7pm. The collection itself may be quicker or longer depending on what's being moved.

After we send your quote we hold the slot for a limited time (shown in the email). If it isn't paid by then, the slot is released for other customers.

Not always — tell us on the form. If items are left outside, make sure they're accessible and clearly separate from anything you're keeping.

We'll only take extra items if you agree to the updated price on the day. Nothing is ever added to your bill without your agreement.

Only when we have an authorised disposal route in place, because refrigerants must be handled by specialists. Add it to your request and we'll confirm.

No — no asbestos, chemicals, paint, solvents, gas cylinders or clinical waste. See Items we collect.

To authorised waste and recycling facilities. We record each load's destination. Your collection receipt confirms what we collected; it doesn't by itself certify how it was finally treated.

Securely by card through Square's checkout page. We never see or store your card details.

Yes. Requests not yet paid can be cancelled from your booking link. For confirmed collections, contact us — see our terms for refunds.

Yes — our Environment Agency registration number is printed on every collection receipt with a link to check it on the public register.