Terms of Service

Who these terms are with

These terms apply between you and ClearGo, whose address is Reservoir Cottage, Birchen Grove, London, NW9 8SA. You can reach us at hello@cleargo.co.uk.

By booking a clearance or asking us for a quote, you agree to what follows. If something here does not work for your situation, tell us before you book and we will say plainly whether we can accommodate it.

Quotes and pricing

Pricing is based on volume, meaning how much space your items take up in the van rather than how long the job takes or how many items there are. You get the price before we start, and it does not change once agreed, unless one of the situations below applies.

A quote is based on the description and photos you give us. We may need to revise it on the day if:

• There is materially more to clear than described, or the items are substantially heavier or bulkier
• Items need dismantling, or have to be carried a long distance, up several flights of stairs, or through a restricted access route we were not told about
• Something in the load turns out to need specialist disposal, as listed under What we cannot take

If that happens, we tell you the revised price before doing the work. You are free to decline it, and you will not be charged for a job we have not started.

Quotes hold for 30 days unless we say otherwise. Send us your postcode and we will confirm availability in your area before you commit to anything.

Booking and confirmation

Submitting the booking form is a request, not a completed contract. The contract starts when we confirm your booking by email or phone, including the date, the time window, and the price.

Time windows are estimates. Traffic, weather, and the job before yours can move things. We tell you as soon as we know if the window is slipping, and we will not simply not turn up.

Access, parking, and permits

You are responsible for making sure we can actually reach the items:

• Somewhere legal to park within reasonable carrying distance of the property
• Any parking permit, suspension, or bay booking your street requires
• Access to the property, along with permission from a landlord, building manager, or executor where one is needed
• Lift access booked in advance, in buildings that require it

Parking charges, permits, and congestion or emissions charges are passed on at cost where they apply, and we tell you about them in advance wherever we can.

If we arrive and cannot get access, or the property is not ready, we will wait a reasonable period and try to reach you. If the job cannot go ahead, we may charge a call-out fee to cover the wasted journey. We will have told you the amount when you booked.

What we cannot take

Our waste carrier registration does not cover hazardous waste, and some items need a specialist licensed disposal route. We cannot take:

• Asbestos, in any form, including sheeting, tiles, and insulation
• Paint, solvents, oils, fuel, and garden or industrial chemicals
• Gas bottles and pressurised cylinders
• Clinical, medical, or biological waste, including sharps and soiled items
• Explosives, ammunition, fireworks, and flares
• Loose or unsecured needles, and unidentified powders or liquids

If any of these turn up in a load, we leave them on site and tell you why. If you know in advance that something on this list is present, say so when you book. We can usually point you to the right service, and it saves everyone a wasted visit.

Your items, and checking before we clear

Please go through everything before we arrive and set aside anything you want to keep. Once items are loaded, they are taken for reuse, recycling or disposal, and it is usually not possible to recover them.

This matters most with probate and bereavement clearances, where documents, jewellery, photographs, and cash are easy to miss. We will always give you the time to check, and we will flag anything that looks obviously personal or valuable rather than assuming.

By booking, you confirm you own the items or have the authority to have them removed, whether as executor, landlord, or on the owner's behalf.

How we handle what we take

We are registered with the Environment Agency as an upper-tier waste carrier, broker and dealer under registration CBDU650018. You can check that on the public register at any time, and we encourage you to. Anyone clearing a property should be able to show you their number.

We take everything to licensed transfer stations and reuse outlets, and we prioritise reuse and recycling over landfill. You remain the producer of the waste in law, which is why we issue a waste transfer note on request, and it is worth keeping. Fly-tipped waste can be traced back to the household it came from, which is why it matters who takes it away and what they can show you afterwards.

Payment

Payment is due on completion, once the work is done and you are happy with it. We accept bank transfer and card. We do not ask for card details through this website or by email.

For larger or multi-day jobs we may ask for a deposit, which we will agree with you in writing beforehand and set against the final price.

Cancelling or rescheduling

Your right to cancel

Because you are booking away from our premises, you have a legal right to cancel within 14 days of us confirming the booking, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Email us and the cancellation takes effect from the moment you send it.

One exception is worth knowing about. If you ask us to carry out the clearance inside that 14 day period, which most people do, and we complete it, the right to cancel ends once the work is finished. If you cancel partway through, you pay for what has already been done. Nothing here removes your rights if the work is not carried out properly.

Rescheduling

Let us know at least 24 hours before your slot and we will move it at no charge. Inside 24 hours we may charge a fee to cover the reserved slot and the journey, and we will tell you the amount before applying it.

If we cancel

If we have to cancel, for example because a vehicle breaks down, we offer you the next available slot or a full refund of anything paid. If we cancel at short notice for a reason within our control, you are not charged a thing.

Our responsibility to you

We carry insurance and we take care in your property. If we damage something through our negligence, we will put it right or compensate you.

Please tell us about any damage within 7 days of the clearance, with photographs if you can. That is not a barrier to a genuine claim, it simply lets us investigate while the facts are still fresh.

We are not responsible for:

• Items you asked us to remove and later wanted back, where you had the opportunity to check
• Pre-existing damage, or wear that comes from moving heavy items through tight spaces we were told to use
• Losses that were not reasonably foreseeable when the booking was made

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited in law. Your statutory rights under the Consumer Rights Act 2015 are unaffected, including the right to have services carried out with reasonable care and skill.

If something goes wrong

Email hello@cleargo.co.uk and tell us what happened. We acknowledge complaints within one working day and aim to resolve them within 14 days. If we cannot agree, you keep every right you would otherwise have, including going to court.

Changes to these terms

We may update these terms. The version that applies to your job is the one published when your booking was confirmed, so a later change cannot be applied to work already agreed.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Related

See also our privacy policy, which covers what we do with the details you give us.