Terms & Conditions

2.1 Quotations rely on information you provide including Waste type, volume, weight, photographs, Site access, parking, labour and other details.

2.2 A contract is formed when you accept our quotation and we confirm the booking.

2.3 By accepting you confirm information is accurate and complete.

2.4 If Waste or circumstances differ materially, we or the Operator may revise price, charge for additional labour or equipment, require another vehicle, refuse Waste or cancel where the Service cannot be performed safely or lawfully.

3.1 Prices are based on your information.

3.2 VAT is stated as included or excluded.

3.3 We will identify foreseeable extra charges.

3.4 Online and telephone quotes may be verified.

3.5 Material changes may incur additional charges, explained beforehand where practicable.

4.1 Unless credit terms apply, payment is due before or when the Service is provided.

4.2 We accept cards, Apple Pay, Google Pay, PayPal, Klarna (credit provided by Klarna Bank AB) and methods shown on the website. Third-party provider terms apply.

4.3 We may require payment for additional charges before extra work.

4.4 Approved business customers must comply with credit terms. We may suspend Services while amounts are overdue.

5.1 May include collection and loading of permitted household, garden, commercial and building Waste.

5.2 Price reflects estimated volume and labour.

5.3 The booked size must not be exceeded. Excess may incur a charge or be left.

5.4 Waste must be reasonably accessible unless loading is included.

5.5 Tell us about stairs, lifts, lofts, long carries, dismantling, restricted parking, narrow access and similar factors.

5.6 On arrival the Operator will check the Waste, confirm volume and weight and load safely. A Waste Transfer Note will be emailed to you where legally required.

6.1 Subject to vehicle capacity and legal weight limits.

6.2 Waste must suit the booked vehicle.

6.3 The Operator may refuse excess or unsafe Waste.

6.4 Inaccurate booking information may result in additional charges.

7.1 You must ensure the Site is suitable, level and accessible.

7.2 Required highway permits and permissions must be obtained. If we arrange these as agent, the fee is non-refundable and you must comply with the conditions attached (lights, cones).

7.3 You must not move, damage or overload the skip. Waste must not protrude above the top or waterline unless agreed. No burning.

7.4 You are responsible for the skip whilst on Site and for damage to the highway, vehicles or drains, except where caused by our or the Operator’s negligence.

7.5 Unsuccessful delivery or collection due to matters within your control may incur a wasted journey charge under clause 16.

8.1 The Operator delivers the skip, waits the agreed loading period (usually 20-30 minutes), then removes the skip.

8.2 Waste must be ready on arrival at ground floor outside.

8.3 You must provide sufficient manpower to load quickly within the included time. The driver does not load — you load.

8.4 Additional waiting beyond the included time may be charged at the Operator’s standard rate.

8.5 You must provide safe access. The Operator may refuse to load if access is unsafe or prohibited Waste is present.

9.1 Independent Operators provide grab-hire.

9.2 Waste must be within reach of the grab arm (usually 4-6m from the road).

9.3 Disclose overhead cables, restricted access, fragile structures, underground services, soft ground and hazards.

9.4 The Operator may refuse an unsafe Site.

9.5 A grab lorry requires 3.5m wide, 4.5m high access and needs to extend stabiliser legs 2m each side. Clearance of 6-8m is needed for the arm.

10.1 Provide safe, reasonable access and disclose matters affecting the Service.

10.2 You are responsible for accurate details about access, parking, stairs, carrying distances, Waste type, volume and weight, hazards and permissions.

10.3 The Operator may refuse unsafe access. Unquoted parking, permits, tolls and congestion or clean-air charges are payable by you.

11.1 You must describe Waste accurately and not conceal or misdescribe it.

11.2 If uncertain, ask us before placing an item in a skip or presenting it for collection.

12.1 Unless agreed in advance in writing with an appropriately authorised Operator, standard skips and ordinary Man & Van must NOT contain:

The following require a specialist Service and an additional charge, and MUST be declared:

13.1 Volumes are estimates based on your information.

13.2 Comply with weight limits. Excess weight may be charged and the Operator may require removal before lawful transport.

13.3 Restricted Waste may change suitability and price even within the quoted volume.

14.1 The quotation states the expected loading and clearance scope.

14.2 Materially greater work may incur additional labour charges, explained beforehand unless immediate action is required for safety or legal compliance.

15.1 We will use reasonable endeavours to arrange the agreed date and arrival window. Dates and times are estimates and are not guaranteed unless expressly confirmed as guaranteed.

15.2 Delays may occur due to traffic, weather, breakdown, accidents, road closures or earlier jobs. We will endeavour to notify you of a significant delay.

16.1 A wasted journey occurs where an Operator is dispatched or attends Site but cannot start or complete the Service due to circumstances within your control.

16.2 This includes: (a) no or inadequate access; (b) wrong address or Customer not at Site; (c) Waste not available or accessible, or materially different; (d) prohibited or restricted Waste; (e) overloaded, overweight or unsafe Equipment; (f) obstruction or undisclosed restrictions; (g) missing permits or permissions; (h) unsafe conditions; (i) cancellation after dispatch under clause 18.2(c).

16.3 Where a wasted journey occurs: (a) Operator dispatched but diverted before arrival — up to 50% of the Service price; (b) Operator attends Site but cannot start or complete — up to 100% of the Service price. The charge reflects fuel, labour, vehicle, lost capacity and non-recoverable third-party costs.

16.4 We will endeavour to mitigate, for example by waiting up to 15 minutes where safe, or by offering a reschedule. Additional waiting or rescheduling may incur a charge.

16.5 If you are a consumer in the Cooling-off Period under clause 17: (a) if you have NOT expressly requested performance to start during the Cooling-off Period, no charge arises under this clause; (b) if you HAVE expressly requested that it start, you are liable for a proportionate amount for the Service performed.

16.6 For business customers, the charge under 16.3 is payable as a genuine pre-estimate of loss.

17.1 If you are a consumer booking at a distance, you have a legal right to cancel within 14 days from the day the contract is formed, without reason (the “Cooling-off Period”).

17.2 To cancel during the Cooling-off Period, you must inform us clearly before it expires, using the contact details in your confirmation. You may use the model cancellation form.

17.3 If you expressly request that the Service starts during the Cooling-off Period, you acknowledge: (a) if the Service is fully performed during that period following your express request and acknowledgement, your statutory right to cancel ends; and (b) if you cancel after performance has started but before completion following your express request, you will pay a proportionate amount for the Service performed.

17.4 Nothing here affects rights that cannot lawfully be excluded.

18.1 This clause applies subject to clause 17. To cancel, contact us with your booking reference and address.

18.2 Outside the Cooling-off Period, or for business customers: (a) more than 24 hours before the booked window — full refund less non-recoverable third-party costs already incurred (permits, parking suspension, ULEZ, congestion or clean-air zone charges, Operator reservation); (b) within 24 hours but before dispatch — a late cancellation fee of up to 50% may apply; (c) same day, after dispatch, en route or on Site — a wasted journey charge of up to 100% may apply under clause 16.3(b).

18.3 Inside the Cooling-off Period for consumers: (a) before performance starts — full refund within 14 days, no fee; (b) after performance started at your express request but before completion — proportionate charge under 17.3(b), with the balance refunded; (c) after full performance at your express request, with acknowledgement that the right ends — no refund due.

18.4 Refunds under this clause are made by the same payment method within 14 days.

19.1 We may cancel, reschedule or suspend where: (a) performance would be unlawful; (b) Waste is prohibited, hazardous or misdescribed; (c) suitable Operator capacity or permits are unavailable despite reasonable efforts; (d) the Site is unsafe or information is materially inaccurate; (e) events beyond reasonable control under clause 30 occur.

19.2 If we cancel before dispatch for reasons outside your control, you receive a full refund for the unperformed Service.

19.3 If we cancel due to your breach, misdescription or prohibited Waste, clause 16.3 may apply.

20.1 Reasonable care will be taken. Identify vulnerable flooring, walls, doors, gates, landscaping and fragile areas before work.

20.2 Do not instruct the Operator to drive over soft ground, drains, manhole covers or unsuitable surfaces. We are not liable where you instruct access despite a warning, or for pre-existing defects.

20.3 Report damage as soon as possible on the day, with photographs.

21.1 Nothing excludes or limits liability for death or personal injury caused by negligence, for fraud, or for liability that cannot lawfully be excluded.

21.2 Subject to 21.1 and to law, we are not liable for unforeseeable loss or for indirect or consequential loss.

21.3 For business customers only, subject to 21.1, total aggregate liability is limited to 100% of the price paid for that Service.

21.4 Nothing affects consumers’ legal rights.

21.5 Nothing affects your liability to pay the Service price or wasted journey charges where due.

22.1 We appoint an independent Operator. Operators must: (a) use a roadworthy vehicle; (b) use suitable equipment; (c) hold a valid Waste Carrier’s Licence; (d) comply with the Waste Duty of Care and the Waste Hierarchy.

22.2 We use reasonable care in selection and seek evidence of authorisations.

Everyone in the waste chain must meet legislation and duty-of-care requirements. You must describe Waste accurately, disclose hazardous or restricted characteristics, use the Service lawfully and provide the information needed for documentation.

Where legally required, appropriate transfer information will be completed or arranged, including description, classification, quantity, date and place, producer or holder, carrier, broker and destination. You must provide accurate information. A Waste Transfer Note will be emailed to you where legally required and retained for 6 years.

We arrange transport to an appropriately authorised facility or lawful destination suitable for the Waste. Specialist treatment may cost extra.

We and our Operators may use lawful reuse, recycling, recovery and disposal routes in line with the waste hierarchy. Specialist treatment may involve additional cost.

We aim to use Operators that manage Waste responsibly and lawfully. Selection may consider availability, cost, distance, vehicle, recycling opportunity, destination, environmental factors and customer requirements.

Remove or clearly identify anything not for disposal. We are not responsible for items accidentally included because you failed to identify them.

Do not place money, jewellery, documents, passports, photos, devices, records or other valuable or irreplaceable property in Waste. Collected Waste may promptly enter sorting, treatment, recovery or disposal and may not be recoverable.

Neither we nor an Operator is liable for delay or failure caused by matters beyond reasonable control, including severe weather, flood, fire, road closure, industrial action, accidents, breakdown, government action, legal change, utility failure, civil emergency or natural disaster. Where possible, we will notify you and seek to rearrange.

Send complaints to service@van-goclearance.co.uk, or to the contact given in your confirmation. Include your booking reference, date, address, details, photos and supporting information. We will investigate and liaise with the Operator where appropriate.

We process personal information under our Privacy Policy and data-protection law. We may share information reasonably required to fulfil your booking with the Operator, including name, address, telephone, booking and access details and Waste information.

You must enter accurate information and upload photos that reasonably represent the Waste. Website volume estimates and AI-assisted estimates are indicative tools only and do not replace your responsibility for accuracy.

AI-assisted estimates are indicative. We may adjust the final price if the actual Waste materially differs. You remain responsible for accurate photos and descriptions.

We may appoint, replace or add Operators where reasonably necessary. Where the Service materially changes, we will inform you where practicable.

You may not transfer your rights or obligations without our written agreement. We may transfer or subcontract ours where reasonably necessary, subject to law.

If a provision is invalid, unlawful or unenforceable, it will be modified or removed only as necessary; the remainder continues.

Delay or failure to enforce a right is not a waiver of that right.

Unless expressly stated, no non-party has rights under the Contracts (Rights of Third Parties) Act 1999.

We may update these terms. The version applying is normally the one in force when the contract was formed, unless the law requires otherwise or you agree to the change.

These terms are governed by the law of England and Wales. Consumers retain mandatory rights under consumer-protection law. The courts of England and Wales have jurisdiction, subject to consumers’ rights to bring proceedings locally where permitted.

Van-Go Clearance Ltd