Cancellations & Refunds Policy

Payment is taken in full through our secure online checkout at the time you book. Card payments are processed by Stripe. Your collection is confirmed once payment has been received, and we email you a confirmation and receipt.

You can request a cancellation at any time before your collection takes place. The easiest way is to sign in to your online account and request cancellation on the relevant booking, or you can call us on 01296 506089. Our office will confirm the cancellation and process any refund due.

Where you cancel a booking, a £39 administration fee applies to cover scheduling, card processing and administration costs. The remaining balance is refunded to your original payment method.

For example, on a £120 booking you would receive a £81 refund (£120 less the £39 fee). If the amount you paid is £39 or less, no refund will be due.

If we cancel, or are unable to carry out your collection due to circumstances within our control, you will receive a full refund with no administration fee. Where a collection cannot go ahead due to circumstances beyond our control — such as adverse weather, vehicle breakdown, or unsafe or blocked access that was not made known to us — we will offer the earliest alternative date or a full refund.

Moving your booking to a different date is free of charge where you give us reasonable notice. Rescheduling does not incur the cancellation fee. Just request a change through your account or call the office.

For services bought online, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel. Where you ask us to carry out the collection within that period and the service is then provided, you may be charged for the service supplied. This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Approved refunds are issued by our office to your original card through Stripe. Refunds typically appear in your account within 5–10 business days, depending on your card provider. We do not refund to a different card or by other means unless required by law.

For anything about a cancellation or refund, contact us on 01296 506089 or email info@wasteremovalsolutions.co.uk.