Terms of Service

These terms apply when you book a rubbish removal or waste collection with Remova Waste. Please read them before you confirm a booking. If anything is unclear, email us at info@removawaste.co.uk and we will explain it.

1. Who we are and about these terms

Remova Waste ("we", "us", "our") provides rubbish removal and waste collection across London. We work Monday to Saturday, 8:30am to 6pm. You can contact us by phone or text on 07903 643427 or by email at info@removawaste.co.uk.

"You" means the person who books the collection. If you book on behalf of someone else (a landlord, tenant, relative or business), you confirm you have their permission to have the items removed.

A booking is confirmed when we agree a price and a date with you in writing (email or message). These terms then apply to that job, together with any details we confirmed in the quote.

2. Quotes and prices

Our quote form asks for photos so we can price your job accurately without a visit. A quote is based on the photos, the description and the access details you give us (for example the floor, whether there is a lift, and how far we carry items).

• Quotes are free and carry no obligation.
• A quote stays valid for 7 days unless we say otherwise.
• If what we find on the day is materially different from the photos and description (more items, different materials, harder access, or waste we cannot take), we will tell you before starting and give you a revised price. You can accept it or cancel with no charge for the collection.
• Prices include collection, loading, transport, and lawful disposal or recycling, unless the quote says otherwise.

3. Booking, changes and cancellation

We collect Monday to Saturday, 8:30am to 6pm. We do not collect on Sundays. When you book we will agree a date and a time slot with you, and we will make every reasonable effort to arrive within it. Traffic and earlier jobs can occasionally cause delays, and if we are running late we will let you know.

• You can change or cancel a booking free of charge up to 24 hours before the agreed slot. Please email us or reply to the message we sent you.
• If you cancel with less than 24 hours' notice, or nobody is available to give us access when we arrive, we may charge a reasonable call-out fee to cover our wasted journey and time.
• If we need to rearrange (for example because of illness, vehicle breakdown or severe weather), we will offer you the nearest available alternative and will not charge you.

4. Access, parking and preparing for the job

To keep the job quick and the price fair, please:

• make sure we can get in, and that someone is present (or has given us clear instructions) to show us what is to be removed;
• tell us about stairs, lifts, narrow doorways, long carries and parking restrictions when you request a quote;
• arrange any parking permit, suspension or loading access we will need near your property;
• separate items you want to keep from items you want removed, and check bins, drawers and pockets for personal belongings, papers and valuables.

We cannot be responsible for items removed by mistake after you have told us to take them. Once rubbish has been loaded and taken away we are usually unable to retrieve it.

5. What we can and cannot take

We take most household and light commercial waste: furniture, mattresses, appliances (subject to disposal rules), garden waste, general clearance, and similar items. Tell us what you have on the quote form so we can price it properly.

If you tell us waste is something it is not, or you leave out hazardous material, you are responsible for any extra costs, fines or harm that result. If we find something we cannot lawfully or safely take, we will leave it with you and may charge for the time spent on it.

6. Where your waste goes

The law (the Environmental Protection Act 1990 duty of care) requires waste to be passed only to authorised carriers and to be handled lawfully through to disposal. We will take your waste to permitted sites and recycle or reuse items where we reasonably can. On request we will give you a waste transfer note or a copy of the paperwork for your job.

Remova Waste is registered with the Environment Agency as an upper tier waste carrier (registration number CBDU671053). You can check whether any waste carrier is registered on the Environment Agency's public register of waste carriers, brokers and dealers on GOV.UK. We encourage you to do that with anyone you hire to take away your rubbish.

7. Payment

• Payment is due when the job is completed, unless we agreed something different in writing.
• We will tell you which payment methods we accept when we confirm your booking.
• If an invoice is issued for a business customer and is not paid by the due date, we may charge interest and reasonable recovery costs as allowed by law.

8. Care of your property and our liability

We will carry out the work with reasonable skill and care, and we take care when moving items through your home. If something is damaged by us, please tell us on the day, or as soon as you notice it, and within 7 days at the latest, with photos if possible, so we can look into it properly.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. Subject to that, we are not liable for:

• loss that was not a foreseeable result of our failing to take reasonable care;
• damage to fixtures or walls that were already loose, weak or defective, or items that were fragile, hidden or not disclosed to us;
• delays or failure to carry out the job caused by events beyond our reasonable control, such as severe weather, road closures or access problems;
• loss of items you asked us to take away.

If you are a consumer, nothing here affects your legal rights under the Consumer Rights Act 2015, including your right to have services carried out with reasonable care and skill.

9. Your right to cancel (consumers)

If you book with us online, by email or by phone and you are a consumer, you normally have 14 days to cancel from the day after we confirm your booking (the "cooling-off period"). If you ask us to do the job within the 14 days, you are asking us to start the service during that time. If you then cancel, you must pay us a fair amount for what we have already done up to that point. If the service has been fully completed, you lose the right to cancel.

To cancel, email info@removawaste.co.uk saying you want to cancel and giving the booking details. This is separate from the 24-hour cancellation rule in section 3, which allows you to cancel a booking free of charge up to 24 hours before the slot.

10. Complaints

We want to hear about anything that went wrong. Please email info@removawaste.co.uk with your booking details and what happened. We will reply promptly, aim to resolve it fairly, and will explain what we can do.

11. Using this website

The information on this website is for general guidance. Prices are given only in a written quote. You agree to give accurate details on the quote form and not to upload photos that are unlawful or that contain people's faces, documents or personal information that are not needed for the quote. See our Privacy Policy for how we use what you send us and our Cookie Policy for how the website works with cookies.

The Remova Waste name, logo and content on this website belong to us. Please do not copy them without asking first.

12. Changes and governing law

We may update these terms from time to time. The terms that applied when you confirmed your booking are the ones that apply to that booking. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute, although if you live elsewhere in the UK you may also bring a claim in your home courts.