Terms of Service

These terms govern the services provided by Load & Clear ("we", "our", "us"). By using our website or booking our services, you agree to these terms.

Our Services

Load & Clear arranges and provides waste collection, house clearance, and removals services across Greater Manchester, including:

• Rubbish and junk removal
• Full and part house clearances
• Single item collections
• Man & van removals
• Garden waste removal
• Office and commercial clearances

We are a registered waste broker and dealer. Collections are carried out by our own crews or by carefully selected, licensed waste carriers acting on our behalf. In all cases, we remain responsible to you for the service. Every waste collection is documented with a waste transfer note.

Pricing and the Fixed Price Guarantee

• Instant prices and quotes are based on the information you provide (bag counts, load size, item lists, photos, and access details).
• Your price is fixed provided the job matches that information. We confirm this at the property before work starts.
• If the actual job materially differs from what was described (volume, weight, waste type, or access), we will tell you the revised price before any work begins. You may accept the revised price or cancel on the spot with a full refund.
• Certain items (e.g. fridges/freezers, mattresses) carry disposal surcharges, which are shown at the time of booking.
• We do not collect hazardous waste, including asbestos, chemicals, and gas bottles. If hazardous waste is discovered on arrival, we may decline or partially complete the job.

Payment

• Instant bookings are paid in full by card at the time of booking (or on confirmation of your collection slot).
• Quoted jobs (house clearances, removals) are paid by card when you accept the quote, or as otherwise agreed in writing.
• All payments are processed securely by our payment provider. We do not store card details.
• Where a price is adjusted on-site under the Fixed Price Guarantee, the difference is charged or refunded to the same card.

Cancellations and Refunds

• You may cancel free of charge up to 24 hours before your collection slot for a full refund.
• Cancellations with less than 24 hours' notice may incur an administration fee of up to £40.
• If a crew has been dispatched, the cancellation fee also covers reasonable travel costs.
• If we cannot collect within your confirmed window and cannot agree a new time with you, you receive a full refund.
• For distance contracts, you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. By booking a collection within that period, you expressly request the service to begin and acknowledge the right to cancel ends once the service is fully performed.

Your Responsibilities

• Describe the job accurately, including access issues (stairs, parking, distance from van).
• Ensure the waste belongs to you or that you have authority to dispose of it.
• Flag anything unusual — locked rooms, items to keep, hazardous materials — before the crew arrives.

Liability

• We and our carriers hold full public liability insurance.
• Our liability for any claim arising from our services is limited to the value of the work carried out.
• We are not liable for pre-existing damage or issues beyond our reasonable control.
• Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, or for fraud.

Complaints

If something isn't right, tell us. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

Changes to These Terms

We may update these terms from time to time. The latest version will always be available on our website. Continued use of our services after changes constitutes acceptance of the updated terms.