Terms & Conditions

Last updated: October 2026

These terms apply to all waste clearance, rubbish removal and collection work carried out by E&M Services Limited, trading as EM Waste Clearance (“we”, “us”, “our”) for domestic and commercial customers (“you”). By booking a job with us you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.

1. Quotes and prices

• Our prices are based on the amount of space your waste takes up in our van, the type of waste and how easy it is to reach and carry out.
• Quotes given over the phone, by WhatsApp or from photos are based on the information you give us. We will confirm a fixed price on arrival before any work starts.
• If there is more waste than described, or it is different from what was described (for example extra items, heavier materials or harder access), we will tell you the new price before we carry on. You can choose to go ahead, reduce the amount we take, or cancel at that point.
• Unless we say otherwise, quotes are valid for 30 days.

2. Bookings, changes and cancellations

• Bookings can be made by phone, email, WhatsApp or through our website. We will confirm the date and an approximate arrival time.
• Arrival times are estimates. We will keep you updated if we are delayed by traffic or a previous job running over.
• If you need to change or cancel a booking, please let us know as early as possible on 0800 910 1700 or 020 3670 0887.
• If you are a consumer and booked with us at a distance (by phone, email or online), you have the right to cancel within 14 days of booking. If you ask us to carry out the job within those 14 days and then cancel, you may have to pay for any work already done.

3. Your responsibilities

• You confirm that you own, or have the authority to dispose of, everything you ask us to remove. Landlords, agents and executors are responsible for having the right permission to clear a property.
• Please remove any items you want to keep, and check pockets, drawers, boxes and bags for valuables, documents and personal items before we start. Once items are loaded and taken away they cannot be returned.
• You will give us safe access to the property and the waste. Where parking is restricted, please let us know in advance and arrange any permits or visitor parking needed.
• Please tell us about anything that could affect the job, such as stairs, no lift, narrow access, or items that are fixed in place.

4. Waste we cannot take

We are a licensed waste carrier but we cannot remove hazardous waste. This includes asbestos (including asbestos cement shed roofs), chemicals, solvents, liquid paint, oils, gas bottles, clinical waste and any other hazardous materials. If hazardous waste is found mixed in with a load, we may leave it on site or charge for the extra cost of disposing of it correctly. We do not remove concrete shed bases.

5. How we dispose of your waste

• We are registered with the Environment Agency as a waste carrier (registration number CBDU333885).
• All waste is taken to licensed facilities. We aim to recycle or reuse up to 90% of what we collect, and good quality items may be passed on for reuse or to charity.
• We provide a waste transfer note for every job, as required under the duty of care regulations.

6. Payment

• Payment is due on completion of the job unless we have agreed otherwise in writing (for example, account terms for business customers).
• We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, bank transfer (BACS) and cash.
• For business customers on account, invoices are payable within the terms shown on the invoice. We may charge interest and recovery costs on late payments as allowed by law.

7. Damage and complaints

• We are fully insured and our team takes care to protect your property while we work.
• If you think something has been damaged, please tell us on the day or as soon as possible afterwards, ideally with photos, so we can look into it.
• We are not responsible for damage caused by existing faults or weaknesses in a property, or for items you asked us to remove that you later decide you wanted to keep.
• If you are unhappy with any part of our service, please contact us at contact@emwasteclearance.com and we will do our best to put it right.

8. Our liability

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that was not foreseeable. 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 by law.

9. Your personal information

We only use the details you give us to quote for, book and carry out your job, and to keep the records we are required to keep. Please see our privacy policy for more information.

10. General

• We may update these terms from time to time. The version on our website when you book is the one that applies to your job.
• These terms are governed by the law of England and Wales.

Company details

E&M Services Limited, trading as EM Waste Clearance
Registered in England and Wales, company number 11573627
Registered office: 153 Yorkland Avenue, Welling, Kent, DA16 2LQ

Contact us

Freephone: 0800 910 1700
Office: 020 3670 0887
Mobile / WhatsApp: 07531 148 585
Email: contact@emwasteclearance.com
Monday to Friday 9am to 6pm, Saturday 9am to 1pm, Sunday closed