Terms and conditions

Quotes are given from the photos and description you provide and hold as long as the job matches what was described. If the load is materially larger on the day, we'll agree any change with you before starting. Booking a slot online reserves the crew for the full length of that job.

All prices are shown in pounds sterling and include disposal at licensed facilities. Saturday call-outs carry a 15% weekend surcharge, which is always shown before you confirm. Weekly bin collection is £12.50 as a one-off, or £10 per collection on a rolling subscription which you can cancel any time.

You can pay by card at the time of booking or in cash on the day. Card payments are handled end-to-end by Stripe, a PCI-DSS Level 1 certified payment provider. Your card details are entered on Stripe's secure checkout over an encrypted connection — HaulEra never sees, handles or stores your card number, expiry or security code. Stripe applies 3D Secure and fraud screening to eligible payments, and card payments carry the usual chargeback protection from your bank. We only receive a confirmation that the payment succeeded, along with a reference for your receipt.

Cancel or move a booking free of charge up to 24 hours before the slot from your account page. Inside 24 hours, or if we can't get access to the property on arrival, a call-out fee may apply. Card payments are refunded to the original card through Stripe, usually within 5–10 working days.

For safety and licensing reasons we cannot remove asbestos, chemicals, fuels, medical or clinical waste, gas bottles or hazardous materials. Tell us in advance if you think any of these are present and we'll point you to a licensed specialist.

Our crew take care in your home, but please remove valuables, documents and anything you intend to keep before we arrive. Once an item is loaded it is treated as waste and cannot be recovered. We are not liable for pre-existing damage or for items you asked us to remove in error.

We dispose of everything through licensed transfer stations and recycle wherever possible. Documentation for your job is available on request.

Existing customers get a unique referral code after a qualifying clearance job. A referral earns £15 only when the new customer uses the code at booking, the referred job is above the current minimum job value (bin and trash collections and other low-cost services are excluded), and the job is completed and paid in full. Rewards are held for 7 days after completion and payment before they are approved for payout, to allow for chargebacks or issues. Self-referrals, referrals between people at the same address, duplicate or fake accounts, or any other abuse of the programme will result in the reward being cancelled and may result in the account being closed. There is no cap on how many friends you can refer.

How we handle your personal information is set out in our privacy policy.