Customer Support
Need assistance with a collection or have any concerns?
Direct Assistance
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Common questions
- Question 01
I need to change or cancel a booking
Send us your booking reference and what you need changed, and we will confirm the change back to you. Please get in touch as early as you can.
- Question 02
I have a question about my quote or price
Quotes are priced by collection service, the items you listed and your postcode area. Send us your quote reference and we will talk it through.
- Question 03
I did not receive a confirmation
Check the junk folder of the address you booked with first. If it is not there, contact us with your booking reference and we will resend it.
- Question 04
Something went wrong with a payment
Payments are handled by our payment provider, Stripe. Do not send card details by email or through the contact form — get in touch and we will help you directly.
- Question 05
I want to report a problem with a collection
Tell us the booking reference, the date and what happened. Photos help. Our complaints policy sets out the timescales we work to and what to do if you are still unhappy.
- Question 06
I do not agree with a charge on my booking
Wasted journey and cancellation charges can be disputed. Send us photos of the access, the waste and the road, and we will review them against the operator’s own arrival evidence.
- Question 07
My postcode is not covered
Coverage is set per area and changes as we grow. Check the areas page for the current list, and contact us if yours is missing.
Looking for our policies? Read the privacy, cookie and booking terms.