Terms &conditions

01About these terms

These terms apply to all services supplied by Frontline Waste Removals (“we”, “us”), including household, garden, commercial, furniture, and end of tenancy clearances. By booking a service you agree to them. If you would like different terms, please agree them with us in writing before the job.

02Quotes & pricing

• Quotes are free and without obligation.
• A quote is based on the information, photos and access details you give us, and is valid for 14 days unless we say otherwise.
• If the job differs from what was described (for example more waste, hard access or restricted parking), we will tell you and agree any change in price before we carry on.
• Prices include collection, labour, transport and lawful disposal unless the quote says otherwise.
• Any additional charges, such as parking permits or congestion fees, will be told to you up front.

03Booking, changes & cancellation

A booking is confirmed when we agree a date and time with you by phone, message or email. Please tell us as soon as possible if you need to change or cancel. We ask for at least 24 hours’ notice. If we arrive and the job cannot go ahead because of lack of access, items not ready, or a significantly different job from the one quoted, we may charge a reasonable call-out fee, which we will explain to you beforehand [CONFIRM CALL-OUT FEE POLICY].

Arrival times are given as a window. We aim to be on time, but traffic, weather and earlier jobs can cause delays. We will always keep you informed.

04Your responsibilities

To make the job smooth, safe and accurate, you agree that:

• You are the owner of the items, or have the owner’s permission for us to remove them.
• The description and photos you give us are accurate and complete.
• We can safely access the items and the area, including parking nearby.
• You will tell us about anything hazardous, sharp, broken, heavy or awkward before we arrive.
• Someone over 18 will be present at the start of the job (or you have agreed access with us in advance).

05Waste we can and cannot take

We are a registered waste carrier with the Environment Agency (registration number: [ADD CARRIER REGISTRATION NUMBER]). We provide a Duty of Care Waste Transfer Note and take waste only to licensed, permitted sites.

Where possible, we reuse, recycle or donate items so less goes to landfill, but we cannot guarantee the outcome for every item.

06Furniture buyback

If we offer to buy furniture from you, the price is an estimate based on your description and photos. We confirm the final offer after inspecting the items in person. If the condition or items differ from what you described, we may change or withdraw the offer, and you are free to decline. We pay agreed amounts at collection.

07Payment

Payment is due on completion of the job, unless we agree otherwise in writing. We accept the payment methods we tell you about when we confirm your booking [CONFIRM ACCEPTED PAYMENT METHODS]. Commercial customers may be offered invoice terms, which will be agreed in advance. We may charge reasonable interest and costs on overdue invoices as allowed by law.

08Care of your property

We take reasonable care when working in your home or premises. Please tell us about fragile items, fixtures, flooring or access issues before we begin. If you believe we have caused damage, please tell us as soon as possible and within 48 hours, with photos, so we can look into it promptly and put it right where we are responsible.

09Our responsibility

We are responsible for loss or damage that is a foreseeable result of us failing to use reasonable care and skill. We are not liable for loss that was not foreseeable, for business losses or lost profits (for consumers), or for items you asked us to remove by mistake. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or anything else the law does not allow us to limit.

10Your consumer rights

If you are a consumer, you have legal rights under the Consumer Rights Act 2015, including that services are carried out with reasonable care and skill. If you book at a distance (for example by phone or online) you normally have 14 days to cancel. If you ask us to start within that period, you will need to pay for the work already done. Nothing in these terms affects your statutory rights.

11Complaints

We want to get it right. If you are not happy, call 07412 088651 or email flwasteremovals@gmail.com as soon as you can and tell us what went wrong. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

12Events outside our control

We are not responsible for delays or failure to carry out a job caused by things outside our reasonable control, such as severe weather, vehicle breakdown, road closures, or site closures. If this happens, we will contact you and agree a new date or a refund of any deposit.

13Using our website

The content on our website, including text, images, and logos, belongs to Frontline Waste Removals and must not be copied without our permission. We try to keep the information accurate, but it is for general guidance only. Our Privacy Policy explains how we use your personal data.

14Governing law & changes

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction (if you live in Scotland or Northern Ireland, you may also use your local courts). We may update these terms from time to time; the version in force on the date you book applies to your job.