Terms and conditions

Draft wording — to be reviewed by the business owner before launch. It is not legal advice.

1. Booking requests

Submitting the booking form is a request, not a confirmed booking. We review every request, including the photos and access details, and may approve it, propose a different price or time, ask for more information, or decline it.

2. Quotes and confirmation

An approved quote states the price and arrival window. We hold the slot until the time stated on the quote. Your booking is confirmed only when payment has been received (or when we confirm in writing that payment will be taken another way). If payment is not completed in time the slot is released.

3. The price

The price covers the items listed in your quote. If on the day there are additional or different items, or access differs materially from what you told us, we will tell you the revised price before loading. We will not add charges without your agreement; if you do not agree we will collect only the items quoted.

4. Arrival windows

We aim to arrive within your 45-minute arrival window. Traffic, weather or earlier collections can occasionally cause delays; we will tell you as soon as we know.

5. What we can't take

We do not collect hazardous waste (including asbestos, chemicals, paint, solvents, oils, gas cylinders and clinical waste). We may refuse any item we reasonably believe is hazardous, unsafe to lift or not as described. Some items (e.g. fridges and freezers) are accepted only by prior agreement.

6. Your responsibilities

You confirm you own the items or are authorised to dispose of them, that your description is accurate, and that we may access the collection point safely. Please separate anything you are keeping.

7. Cancellations and refunds

You can cancel an unpaid request at any time from your booking link. For paid bookings, contact us: cancellations made more than 24 hours before your arrival window will be refunded in full. Later cancellations or failed collections caused by lack of access may be charged [owner to set policy]. Refunds are made to the original payment card.

8. Receipts and waste records

After collection we email a collection receipt listing the items removed. It confirms collection only and does not by itself certify final treatment or disposal. Business customers will receive a waste transfer note where the law requires one.

9. Liability

We take reasonable care when removing items. Nothing in these terms limits liability for death or personal injury caused by negligence, or any liability that cannot be limited by law. Your statutory rights are not affected.