House Clearance Sutton Terms of Service

These Terms and Conditions govern the provision of house clearance and associated waste collection services by House Clearance Sutton to its customers. By making a booking, accepting a quote, or allowing our operatives to commence work at your premises, you are deemed to have read, understood and agreed to these Terms and Conditions.

Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual, business, landlord, letting agent or organisation that requests or receives services from House Clearance Sutton.

Services means any house clearance, part-clearance, office clearance, garden clearance, bulky waste collection, or associated uplift, loading, transport, recycling and disposal activities carried out by House Clearance Sutton.

Waste means any items, materials, furniture, appliances, green waste, household or commercial refuse, or other goods removed from a premises as part of the Services.

Premises means the property or location where the Services are to be carried out.

We, us and our refer to House Clearance Sutton.

Scope of Services

We provide house clearance and waste collection services within our operational area, which may vary from time to time. The exact scope of work for each job, including the type and estimated volume of Waste, access arrangements, and any special instructions, will be agreed with the Customer at the time of booking or during an on-site assessment.

We reserve the right to refuse to remove certain items, including but not limited to hazardous or controlled waste, asbestos, medical waste, gas bottles, chemicals, flammable substances, and any items we reasonably believe may pose a risk to health, safety, the environment, or our operatives.

Booking Process

Bookings may be made by telephone, email, or other communication channels we make available. A booking is only considered confirmed when we have provided the Customer with a confirmation by email, text message, or other written method, setting out the agreed date, time window, and indicative charges.

The Customer is responsible for ensuring that all information provided at the time of booking is accurate and complete, including the address of the Premises, contact details, parking arrangements, access limitations, the approximate volume and type of Waste, and any items of particular size or weight.

For larger or more complex clearances, we may offer or require an on-site visit prior to the Service date in order to assess the job, confirm the likely volume of Waste and provide a more accurate estimate. Any such assessment does not alter these Terms and Conditions unless expressly agreed in writing.

Quotations and Pricing

Prices for our Services are generally based on the volume and type of Waste collected, weight where applicable, labour time required, and any additional charges such as congestion charges, parking fees, or special handling requirements.

Any quote we provide before attending the Premises is an estimate based on the information supplied by the Customer and is not binding if the actual volume or nature of Waste differs from that described. The final price will be confirmed on site before work starts, once our operatives have inspected the Waste.

If the Customer declines to proceed after we have attended and inspected the Waste, a call-out, assessment or minimum charge may apply, which will be communicated to the Customer before the booking is accepted.

Payments and Invoicing

Unless otherwise agreed in writing, payment is due in full on completion of the Services on the day of collection. We may require a deposit for larger jobs or for bookings made by businesses or organisations.

We accept various methods of payment, which may include cash, debit card, credit card and bank transfer. The available payment methods will be confirmed at the time of booking or on our invoices.

Where invoicing terms have been agreed with business Customers, payment must be made within the period stated on the invoice. If no period is stated, the standard payment term is 14 calendar days from the date of the invoice.

We reserve the right to charge interest on late payments at the prevailing statutory rate for late payment of commercial debts, together with any reasonable recovery costs incurred. Failure to pay may result in suspension of Services and may be pursued through legal or debt recovery channels.

Cancellations and Amendments

The Customer may cancel or amend a booking by giving us reasonable notice prior to the agreed Service date. We request that cancellations or changes be made at least 24 hours in advance wherever possible.

If the Customer cancels a booking with less than 24 hours notice, we reserve the right to charge a cancellation fee to cover our reasonable costs and loss of opportunity. The amount of any cancellation fee will depend on the nature of the job, travel distance, and whether operatives have already been dispatched.

If our operatives attend the Premises at the agreed time and are unable to carry out the Services due to circumstances within the Customer's control, including but not limited to lack of access, inability to gain entry, unsafe conditions, or the Customer not being present where required, we may treat the booking as cancelled and apply a call-out or cancellation fee.

We reserve the right to cancel or reschedule a booking due to circumstances beyond our reasonable control, including but not limited to severe weather, vehicle breakdown, staff illness, or other operational issues. In such cases, we will use reasonable efforts to notify the Customer as soon as practicable and arrange an alternative date and time. We will not be liable for any indirect loss or costs arising from such cancellation or rescheduling.

Access, Parking and Customer Obligations

The Customer must ensure that our operatives have safe and reasonable access to the Premises and to the items to be cleared. This includes arranging for keys or codes where necessary, informing us of any restricted access or loading restrictions, and ensuring that driveways, corridors, stairways and lifts are sufficiently clear for the movement of items.

The Customer is responsible for providing suitable parking or covering any parking charges, permits or penalties that arise directly from the performance of the Services, where we have followed reasonable instructions from the Customer regarding parking.

The Customer must ensure that any items not intended for removal are clearly separated or identified in advance, and that any items of personal or sentimental value are removed from areas where the clearance is to take place.

Where the Customer, or any representative, is present during the clearance, they must not obstruct or interfere with our operatives and must comply with any reasonable safety instructions provided by our team.

Waste Handling and Environmental Compliance

We operate as a waste carrier in accordance with applicable UK waste and environmental regulations. All Waste collected as part of our Services will be transported and disposed of at authorised facilities or transfer stations, with a focus on reuse and recycling where reasonably practicable.

By engaging our Services, the Customer authorises us to remove, transport and dispose of the Waste from the Premises on their behalf. The Customer warrants that they have authority to arrange the removal of all items we are asked to take and that no items are removed without the consent of the legal owner.

We will not knowingly collect controlled or hazardous wastes that require special licensing, permits or handling outside the scope of our operations. If such materials are discovered during a clearance, we may refuse to remove them and may adjust the price or terminate the job if the presence of such materials materially alters the nature of the work.

We may provide waste transfer documentation or receipts upon request, where applicable. Records of disposal will be retained in accordance with our legal obligations.

Condition of Premises and Items

Our Services are limited to clearance and waste collection. Unless explicitly agreed in writing, we do not provide professional cleaning, disinfection, repair, building, plumbing or electrical services. After clearance, the Premises may require additional work by other trades or cleaners to meet any particular standards required by the Customer.

We do not undertake to identify, list or value individual items removed as Waste. If the Customer wishes to retain specific items or believes items are valuable, it is their responsibility to remove them prior to our attendance or clearly instruct our operatives on site.

Liability and Limitations

We will exercise reasonable care and skill in carrying out the Services. However, the Customer acknowledges that the nature of clearance work involves moving bulky and heavy items through confined spaces, which may present a risk of minor damage to floors, walls, doors, fixtures or fittings.

We will not be liable for any pre-existing damage to the Premises or items, fair wear and tear, or damage that is reasonably unavoidable when moving large items, provided our operatives act with reasonable care. The Customer is encouraged to highlight any particularly delicate surfaces or items prior to commencement of the work.

Our liability for loss or damage to the Customer's property, whether arising from negligence, breach of contract, or otherwise, shall be limited to the direct cost of repair or replacement of the damaged property, up to a maximum aggregate amount equal to the total fee paid for the relevant Services.

We shall not be liable for any loss of profit, loss of use, consequential, special or indirect loss or damage suffered by the Customer arising out of or in connection with the Services, even if advised of the possibility of such loss.

Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

Customer Indemnity

The Customer agrees to indemnify us against all claims, losses, damages, liabilities, costs and expenses arising out of or in connection with any breach by the Customer of these Terms and Conditions, including any misrepresentation of ownership of items, failure to disclose hazardous materials, or failure to obtain necessary consents for clearance of the Premises.

Complaints and Dispute Resolution

If the Customer is dissatisfied with any aspect of the Services, they should notify us as soon as possible, and in any event within 48 hours of completion of the work, providing reasonable details of the issue. We will review the complaint and may request additional information or an opportunity to inspect the Premises.

We will make reasonable efforts to resolve complaints promptly and fairly. This may include offering a partial refund, a return visit to address specific concerns, or another appropriate remedy, where we consider it justified.

If a dispute cannot be resolved directly between us and the Customer, either party may pursue their rights through the courts or any alternative dispute resolution scheme that may be agreed between the parties from time to time.

Data Protection and Privacy

We collect and process personal data such as names, addresses, contact details and payment information for the purpose of managing bookings, delivering our Services, and administering our business. We will handle personal data in accordance with applicable data protection laws and use it only for legitimate business purposes.

The Customer is responsible for ensuring that any personal data or documents left at the Premises and not intended for removal are separated from the areas to be cleared. We do not undertake responsibility for reviewing documents for confidential or personal content, and any such items may be treated as Waste if not clearly excluded.

Force Majeure

We shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of our obligations where such delay or failure results from events, circumstances or causes beyond our reasonable control, including but not limited to acts of God, adverse weather, strikes, lock-outs, industrial disputes, war, terrorism, pandemics, transport disruption, or interruption of utilities.

Variations to Terms

We reserve the right to amend or update these Terms and Conditions from time to time. The version in force at the time of the Customer's booking will apply to that specific Service, unless a change is required by law or regulation, in which case the updated version may apply immediately.

Any variation to these Terms and Conditions requested by the Customer will only be valid if agreed in writing by us.

Severability

If any provision of these Terms and Conditions is held by a court or other competent authority to be invalid, unlawful or unenforceable, such provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services we provide.