Terms and Conditions

Terms and Conditions

Last Updated: November 20, 2025

These Terms and Conditions ("Terms") govern your use of the waste clearance services provided by London Waste Clearance Ltd. ("we", "us", "our", or "Company"). By booking our services through our website or by any other means, you ("Customer", "you", or "your") agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

1. Service Description

London Waste Clearance Ltd. provides professional waste collection and clearance services throughout London and surrounding areas. Our services include:

• Collection and removal of household and commercial waste
• Volume-based clearance services (Mini, Small, Medium, Large, Extra Large, and Maxi loads)
• Item-based collection services for specific furniture and appliances
• Express collection services (within 2 hours, subject to availability)
• Internal collection services (collection from inside properties)

2. Booking and Payment

2.1 Booking Process

All bookings must be made through our online booking system or by telephone. When you make a booking, you are making an offer to purchase our services, which we may accept or reject at our discretion.

A booking is only confirmed once:

• Payment has been successfully processed
• You have received a booking confirmation email from us
• A booking reference number has been issued

2.2 Pricing

All prices displayed on our website are in British Pounds (GBP) and include VAT at the current rate (20%). Prices are correct at the time of booking but may be subject to change. We reserve the right to adjust prices for bookings made more than 30 days in advance.

Our pricing structure includes:

• Volume-based pricing: Based on the volume of waste (cubic yards) and includes labour and weight allowances as specified
• Item-based pricing: Includes a call-out fee of £30.00 (inc. VAT) plus individual item charges
• Express service: An additional fee of £20.00 (inc. VAT) applies for collections within 2 hours
• Additional services: Extra charges apply for internal collection, additional items, and other supplementary services

2.3 Payment

Payment must be made in full at the time of booking using our secure online payment system. We accept major credit and debit cards. Payment is processed securely through Stripe, and we do not store your full card details.

If payment fails or is declined, your booking will not be confirmed. We are not responsible for any delays or additional charges incurred due to payment processing issues.

3. Service Area and Postcode Validation

Our services are available within Greater London and selected surrounding areas. We reserve the right to refuse service to locations outside our service area or where access is not feasible.

You must provide a valid UK postcode at the time of booking. If the postcode provided is invalid or outside our service area, we reserve the right to cancel the booking and issue a full refund.

4. Collection Details and Customer Responsibilities

4.1 Access and Location

You are responsible for ensuring:

• Waste items are accessible and ready for collection at the agreed location
• Our team has safe and legal access to the collection point
• Any parking restrictions, access codes, or special instructions are provided at the time of booking
• The collection location is safe and free from hazards

If our team cannot access the waste due to your failure to provide access or accurate information, a wasted journey fee of £30.00 (inc. VAT) will apply, and the booking may be cancelled without refund.

4.2 Waste Description

You must accurately describe all items to be collected at the time of booking. If the actual waste differs significantly from the description provided, we reserve the right to:

• Charge additional fees for excess volume or weight
• Refuse collection of items not described in the booking
• Cancel the booking and apply a wasted journey fee

4.3 Prohibited Items

The following items are strictly prohibited and will not be collected:

• Hazardous materials (asbestos, chemicals, toxic substances)
• medical equipment waste or sharps
• Explosives or flammable materials
• Radioactive materials
• Items containing refrigerants that have not been properly decommissioned
• Items that pose a health or safety risk to our team

If prohibited items are discovered at the collection point, we reserve the right to refuse collection and apply a wasted journey fee. You remain responsible for the safe disposal of any prohibited items.

5. Cancellation and Refund Policy

5.1 Customer Cancellations

You may cancel your booking subject to the following terms:

• More than 24 hours before collection: Full refund minus a £10.00 administration fee
• Between 12-24 hours before collection: 50% refund
• Less than 12 hours before collection: No refund
• On the day of collection or after collection has commenced: No refund

To cancel, you must contact us by telephone at 0208 059 6260 or by email at [email protected]. Refunds will be processed to the original payment method within 5-10 business days.

5.2 Our Right to Cancel

We reserve the right to cancel or postpone a booking in the following circumstances:

• Adverse weather conditions that make collection unsafe
• Access issues that prevent safe collection
• Discovery of prohibited items
• Inaccurate information provided at booking
• Force majeure events beyond our control

If we cancel a booking due to circumstances beyond your control, you will receive a full refund. If cancellation is due to your breach of these Terms, our cancellation policy in section 5.1 will apply.

6. Wasted Journey Fee

In the event of a failed collection due to an act or omission by the Customer after we have attended the collection location, a wasted journey fee of £30.00 (inc. VAT) will be payable by the Customer. This fee applies in the following circumstances:

• Customer is not available at the agreed time and location
• Waste items are not accessible or ready for collection
• Incorrect address or access information provided
• Prohibited items are discovered that prevent collection
• Customer cancels on the day of collection
• Any other circumstance where our team attends but collection cannot proceed due to Customer action or inaction

The wasted journey fee is in addition to any cancellation charges and will be deducted from any refund due or charged separately.

7. Time Slots and Scheduling

7.1 Standard Collection

Standard collections are scheduled for a specific date with a time window of "Anytime (Before 18:00)". We will contact you on the day of collection to provide a more specific time estimate. Our team will arrive between 8:00 AM and 6:00 PM on the scheduled date.

7.2 Express Collection

Express collections (within 2 hours) are subject to availability and incur an additional fee of £20.00 (inc. VAT). Express collections are only available on weekdays and Saturdays, and are not available on Sundays or bank holidays.

We will make every effort to arrive within 2 hours of booking confirmation, but cannot guarantee this timeframe due to traffic, weather, or other factors beyond our control.

7.3 Sunday and Bank Holiday Collections

Sunday and bank holiday collections may be available subject to a supplement fee. Please contact us directly to arrange these services.

8. Volume and Weight Limits

Each volume-based service includes specific volume and weight limits as detailed in our pricing structure. If your waste exceeds these limits:

• Additional charges will apply for excess volume or weight
• We may need to arrange a second collection at an additional cost
• We reserve the right to refuse collection if limits are significantly exceeded

It is your responsibility to accurately estimate the volume of waste when booking. If you are unsure, please contact us for advice before booking.

9. Liability and Insurance

9.1 Our Liability

We are fully insured for public liability and professional indemnity. However, our liability is limited as follows:

• We are not liable for damage to property that was not caused by our negligence
• We are not responsible for items left outside that are stolen or damaged before our arrival
• We are not liable for any indirect, consequential, or special damages
• Our total liability for any claim shall not exceed the value of the service provided

9.2 Your Liability

You are responsible for:

• Ensuring all waste items are legally yours to dispose of
• Providing accurate information about the waste to be collected
• Ensuring the collection location is safe and accessible
• Any damage caused by prohibited items or hazardous materials

10. Waste Disposal and Environmental Compliance

We are committed to responsible waste disposal and environmental protection. All waste collected is:

• Sorted and processed at licensed waste transfer stations
• Recycled where possible in accordance with UK waste regulations
• Disposed of at licensed facilities in compliance with environmental legislation
• Handled in accordance with the Waste Duty of Care regulations

We hold all necessary licenses and permits required for waste collection and disposal in the UK. You will receive a waste transfer note for your records upon request.

11. Data Protection and Privacy

Your personal information is collected and processed in accordance with our Privacy Policy and UK data protection legislation, including the General Data Protection Regulation (GDPR).

By booking our services, you consent to us:

• Processing your personal data for the purpose of providing our services
• Contacting you regarding your booking via phone, email, or SMS
• Retaining your booking information for our records and accounting purposes

For more information, please see our Privacy Policy.

12. Complaints and Dispute Resolution

If you have a complaint about our service, please contact us:

• By email: [email protected]
• By phone: 0208 059 6260
• By mail: 21 Telegraph Avenue, Greenwich, London SE10 0TH

We aim to respond to all complaints within 5 business days. If you are not satisfied with our response, you may refer your complaint to relevant consumer protection organizations or seek independent legal advice.

13. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, extreme weather conditions, or acts of God
• War, terrorism, civil unrest, or government action
• Pandemic, epidemic, or public health emergencies
• Strikes, labour disputes, or industrial action
• Failure of third-party services (payment processors, telecommunications, etc.)
• Traffic accidents, road closures, or transport disruptions

In such circumstances, we will make reasonable efforts to notify you and reschedule your collection where possible.

14. Changes to These Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes are posted constitutes acceptance of the modified Terms.

For bookings already confirmed, the Terms in effect at the time of booking will apply unless changes are required by law or regulation.

15. Severability and Governing Law

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

These Terms are governed by English law and are subject to the exclusive jurisdiction of the English courts.

16. Entire Agreement

These Terms, together with our Privacy Policy and any booking confirmation, constitute the entire agreement between you and London Waste Clearance Ltd. regarding the provision of waste clearance services.

17. Contact Information

If you have any questions about these Terms and Conditions, please contact us:

• By email: [email protected]
• By phone: 0208 059 6260
• By mail: 21 Telegraph Avenue, Greenwich, London SE10 0TH
• Business hours: Monday to Saturday, 8:00 AM - 6:00 PM

Company Registration: London Waste Clearance Ltd. is a registered company in England and Wales.