Our terms, in plain English.

1. Quotes and prices

• Our prices start from £50 (our minimum charge).
• We quote from the photos and description you give us. The price we quote is the price you pay, as long as what we find on the day matches what you showed or told us.
• If there is noticeably more waste, heavier materials (such as soil, rubble or concrete), items you had not mentioned, or harder access than described (for example stairs with no lift, or a long carry), we will tell you the new price before we load anything. You can accept it, remove items, or cancel at no charge.

2. Our 24-hour promise

For jobs booked and confirmed with us, we aim to clear your waste within 24 hours of confirmation. If we miss that because of us, we take £20 off your bill. This does not apply if you choose a later date, if we cannot get access at the agreed time, or in severe weather or events outside our control.

3. Free extra item

On jobs of half a van or more, we take one extra household item free (worth up to £20), for example a chair, small table or bag of extra rubbish. It does not include fridges or freezers, mattresses, tyres, or anything on the excluded list below. One per booking, and it cannot be exchanged for cash.

4. What we cannot take

We cannot accept hazardous waste, including asbestos, chemicals, solvents and paint tins that are not empty, oils, gas bottles, clinical or medical waste, and explosive or radioactive items. Some items such as fridges, freezers, TVs, mattresses and tyres have to be recycled specially, so they may carry a set charge, which we will tell you before we start.

5. Your responsibilities

• Make sure you have the right to dispose of the items, and that anything you want to keep is clearly separated.
• Arrange safe access and any parking permits needed at the address.
• Tell us about anything hazardous, very heavy or difficult to reach.

6. Payment

Payment is due when the job is finished unless we have agreed otherwise in writing. Business customers may be invoiced on agreed terms.

7. Cancelling or changing a booking

You can cancel or move a booking free of charge up to 24 hours before the agreed time. If you cancel later than that, or our crew arrives and cannot carry out the job because of access or other reasons within your control, we may charge a call-out fee of up to £50.

8. Your waste, handled legally

We are a registered waste carrier (Environment Agency licence CBDU458774). Your waste goes to our own licensed yard or another authorised facility, where it is sorted for reuse and recycling. We will provide a waste transfer note on request, and we never fly-tip.

9. Damage and liability

We are fully insured and take care at your property. Please tell us about any damage within 48 hours so we can put it right. We are not responsible for items you asked us to remove, or for existing wear or damage. We do not exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence.

10. Complaints

If something is not right, contact us at wastemoveltd@gmail.com or call free on 0800 246 5558. We aim to respond within two working days.

11. The legal bit

These terms are between you and WasteMove Ltd (company no. 12553277) and are governed by the law of England and Wales. See also our privacy policy.