Booking your collection and making payment:​

• Payment must be made in full at the time of booking.

• Payments are processed using Stripe e-commerce gateway.

• Currencies we accept are GBP and all prices shown are in GBP.

• We accept the following credit or debit cards, Visa, Mastercard, American Express, China UnionPay, Cartes Bancaire, Apple Pay and Google Pay. Depending on location, some payment methods may not be available to all customers.

• You must specify all items to be collected on your booking form, amendments cannot be made.

• Bookings may be cancelled if full item details are not given at the time of booking.

• If the wrong address is given and we attend, you will need to book and pay for a new collection.

• Please inform us if your property is accessed via low bridges or single lane tracks.

• We will contact you via Email with the next available collection date. Due to increased demand it may take up to a week after you place your order before we contact you with your collection date and then another week for your collection to take place. Please remember to check your junk folder.

• A text reminder will also be sent.

• Items must be outside ready for collection from 8am.

• Collections are from outside only. We won't enter properties, including garages, gardens and sheds. The waste will need to be left outside the front of the property, at the boundary, visible from the road, for collection by our crews. If you need assistance you would need to ask family, friends or a neighbour.

• The collection team will not carry items up or down steps or from properties via lifts.

• We don't currently offer a house clearance service.

• If you have more than 8 items to dispose of please contact us at bulkywaste@fhl.org.uk

• Discounts are not available on collections of more than 8 items and house clearances.

• Some large items may not be eligible for the discounted rate, eg trailers. We will contact you if we need to adjust your pricing.

• Collections are usually priced per item, but if your booking contains many large items it may push you into the "clearance" pricing category. For example (and not limited to), a booking containing multiple sofas, a trampoline, super king beds, large cabinets etc will incur a higher tariff. We will contact you if we need to adjust your pricing.

• If upon arrival items are not as described or are oversized then we reserve the right to charge extra. Real world examples have included "garden shed" which turns out to be a single storey bungalow, "paddling pool" which turns out to be the cover for an Olympic sized pool.

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We cannot collect:

• There are a number of items that cannot be collected, and you will need to contact a private registered waste carrier to have these removed. These include: asbestos, builders' rubble, fluorescent tubes (including in a sun bed), waste in black bags (household waste), garden waste, oil tanks, gas canisters, car batteries and tyres, various liquids including pots of paint, garage doors, garden rollers, full size snooker/billiard/pool tables, large organs and pianos.

• We do not collect commercial waste or appliances. Any collection booked for these items will be refused and refunded.

• We cannot collect items described as "mixed rubbish". Every item must be listed.

• Some mattresses may constitute a bio-hazard and would require specialist removal. Particularly heavily soiled mattresses, or those with heavy blood staining or any heavy staining that our crew judge to be potentially hazardous, may be rejected. If in doubt please send us a photo before booking. Normal, everyday staining that can be expected on any mattress is fine.

• If our crew judge your waste to constitute a hazard for whatever reason, such as containing rodents, insects, ticks or birds, they will not collect it.

 

Preparing items for collection:

• Petrol mowers must be emptied of fuel and oil.

• Oil fired boilers must be emptied of fuel.

• All food, rotting residue and liquid should be removed from fridge/freezers and the doors should be taped shut. Fridge/freezers that are found to contain food will not be collected and a refund will not be given.

• Items such as carpets or broken furniture must be rolled, securely tied or bundled together and doors taped shut.

• Small pieces like bits of wood or other detritus from broken sheds, fences and furniture etc must be bagged or boxed. If it isn't the crew may leave it.

• Items for collection should not be filled with other rubbish.

• The collection team will not dismantle furniture, disconnect cookers (or other household furniture) or remove loose waste.

 

On the day of collection:

• We will collect any time from 8am, up to 6pm. Timed slots are not given.

• The items must be outside your property awaiting collection by 8am, at the property boundary, and should be clearly seen from the road and easily accessible for the collection vehicle. Please note the earliest items can be presented is the evening before collection.

• You don't have to be home when we collect.

• We will only collect the items you listed when you made your booking. 

• Gates should be left unlocked, dogs should be kept inside the property and parked cars should not obstruct items.

• If on the day of collection items are not left available and ready for collection outside as requested, we will not return and no refund will be given. 

• If the wrong address is given and we attend, you will need to book and pay for a new collection.

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Cancellations and Refund Policy:

• ​If you wish to cancel your collection you need to inform us in writing, by email, by 12pm the working day before your collection is due. (For example; if collection is booked for the Monday we need to receive your cancellation by 12pm on the Friday) 

• If cancellation is received within this time a full refund will be given.

• Cancellations after this time will not be refunded.

• If the items for collection are not ready for our crews on the day of collection, no refund will be given and you will need to book and pay for a return visit.

• In the event of a failed collection due to vehicle breakdown, staff sickness etc, our liability is limited to completing the collection on the next available day.

• Refunds will not be given if a third party has collected the items, unless we have received a cancellation request within the timescale stated above.

• Refunds will be processed using the same form of payment used in the original transaction.

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