General Terms and Conditions for Clearance Services
Please read these Terms and Conditions carefully before booking. By confirming your booking and/or paying a deposit, you confirm that you have read, understood and accepted these Terms and Conditions together with any written quotation issued by Cullens Clearances Ltd.
These Terms and Conditions are intended to make clear what is and is not included within our services. If you are unsure about any part of these Terms, please contact us before booking on 020 8648 9740.
These Terms and Conditions may only be amended by written agreement between the client and Cullens Clearances Ltd, a company registered in England and Wales under company number 08114693, VAT registration number 161320550.
Business address:
Builders Yard, Collingwood House
365 Croydon Road
Wallington, Surrey
SM6 7NY
1. Quotations and Estimates
1.1 Where Cullens Clearances Ltd has not carried out a physical inspection, video survey, or reviewed clear photographs of the property and items to be cleared, any price provided is an estimate only and may be revised if the volume, description, type of waste, access arrangements, or loading conditions have been under-estimated, misdescribed, or omitted by the client.
1.2 Where one or two additional small items are present, Cullens Clearances Ltd may, at its discretion, remove them without additional charge. This discretion does not apply to additional bulky items, specialist disposal items, hazardous waste, or materials which materially increase loading time, disposal cost, or vehicle capacity.
1.3 Any quotation is based on the information provided to us at the time of enquiry and booking. If that information is incomplete or inaccurate, the quotation may be revised.
2. Specialist and Hazardous Waste
2.1 The removal and disposal of paint, creosote, corrosive or noxious liquids, gas canisters, and medical or clinical waste can only be undertaken with prior notification and subject to acceptance by us.
2.2 Items requiring specialist disposal, handling, segregation, or additional treatment will be quoted separately and are not included within a general clearance estimate unless expressly stated in writing.
2.3 Specialist disposal items include, without limitation: fridges, freezers, mattresses, car batteries, larger electrical equipment, large quantities of computers, monitors or IT equipment, and any other item requiring specialist treatment or disposal.
3. POPs Waste
3.1 Certain upholstered domestic seating waste may contain persistent organic pollutants (POPs) and must be handled and disposed of in accordance with current environmental guidance and legal requirements.
3.2 Where POPs-related items are included in a clearance, Cullens Clearances Ltd may need to segregate, describe, store, transport and dispose of those items separately in accordance with applicable legal requirements and environmental guidance. Additional charges may apply unless expressly included within the quotation.
3.3 Upholstered domestic seating items that may fall within this category can include sofas, sofa beds, armchairs, upholstered dining chairs, office chairs used in domestic settings, stools, footstools, futons, bean bags, and similar upholstered seating items.
3.4 For the avoidance of doubt, mattresses are not treated by us as upholstered domestic seating POPs items for the purposes of this clause, but may still be treated as specialist disposal items under these Terms and Conditions.
4. Dismantling of Furniture and Items
4.1 Unless otherwise stated in writing, dismantling of furniture or other items is included within the quotation only where Cullens Clearances Ltd has:
- carried out a physical or visual inspection; or
- reviewed clear photographs or video of the relevant items and access; or
- been clearly advised in advance of item size, layout, and access conditions.
4.2 Where we have not carried out a visual inspection, have not seen suitable images, or have not been informed in advance of dismantling requirements or access restrictions, dismantling is not included within the quotation and additional charges may apply.
5. Parking and Vehicle Access
5.1 Cullens Clearances Ltd vehicles require suitable parking facilities as near as reasonably possible and preferably within 20 metres (65 feet) of the main entrance to the property or building.
5.2 If suitable parking is unavailable within this distance, additional charges may apply to reflect the increased loading time.
5.3 Any parking fees, permits, suspension costs, congestion or clean air charges, and similar vehicle-related charges will be the responsibility of the client unless otherwise agreed in writing.
5.4 Any parking fines or penalties caused by the absence of suitable lawful parking arrangements or permits will be the responsibility of the client unless unreasonably incurred by Cullens Clearances Ltd.
6. Client Information and Access
6.1 The client is responsible for providing accurate and complete information at the time of enquiry, estimate, quotation, and booking, including any circumstances that may hinder access, loading, removal, dismantling, parking, or timely completion of the work.
6.2 This includes, without limitation, steps, narrow hallways, upper floors, lift restrictions, communal restrictions, restricted parking, timed access, oversize furniture, and any requirement for items to be dismantled before removal.
6.3 Please advise us at the time of estimate, quotation, and booking if there are any obstacles or restrictions that could hinder our team prior to, during, or after the clearance inside or outside the property.
7. Fridges and Freezers
7.1 Refrigerators and freezers must be emptied and defrosted prior to our arrival unless otherwise agreed in writing.
7.2 We do not clear food, liquids, or wet contents from fridges or freezers.
8. Flats and Upper Floors
8.1 If waste or items are being removed from a flat, apartment, maisonette, or any property above first-floor level, the client must advise us at the quotation stage.
8.2 The client must also provide details of any lift access, communal restrictions, stair access, or other limitations that may affect loading or removal.
9. Additional Time Charges
9.1 If our team is delayed, prevented from loading, or required to spend additional time on site due to circumstances outside the scope of the quotation, additional charges may apply.
9.2 Where we have not been advised before quoting of access issues, restricted loading conditions, or that the property or collection point is above first-floor level, any time required beyond the normal loading time allowed for in the quotation will be charged as follows:
- £95 + VAT per hour for a two-man team
- £65 + VAT per hour for a one-man team
9.3 These charges will be applied pro rata after the included loading time stated in the quotation has been exceeded.
10. Waste Transfer and Ownership
10.1 Cullens Clearances Ltd accepts responsibility, as applicable under waste duty of care requirements and any waste transfer documentation, only for waste and unwanted furniture/items cleared by us for disposal as part of the agreed clearance service.
10.2 Where items are collected by or on behalf of Cullens Clearances Ltd for auction, valuation, consignment, storage, or resale services, ownership of those items remains with the estate, owner, or instructing individual unless and until otherwise agreed separately in writing.
11. Damage, Loss and Service Issues
11.1 Any claim for damage, loss, or service issue should be reported to Cullens Clearances Ltd as soon as reasonably possible and preferably whilst our team are still on site, so that the matter can be investigated immediately.
11.2 Any issues with the service provided should be communicated to Cullens Clearances Ltd as soon as possible.
12. Amendments to Bookings
12.1 If there are any significant changes to the volume of items, type of waste, property conditions, or time required at the property, these must be communicated to us no later than 48 hours before the scheduled appointment.
12.2 Failure to notify us of significant changes may result in revised charges, delay, refusal to undertake the work, or the booking being treated as cancelled or rescheduled under these Terms and Conditions.
12.3 For larger clearances involving multiple days and/or multiple loads, where the booking has been made in advance, any significant amendment, postponement, or reduction in scope must be notified to us no later than 7 days before the first scheduled attendance date.
13. Cancellations and Rescheduling
13.1 For cancellations made with less than 48 hours’ written notice before works are due to commence, any deposit paid will be non-refundable.
13.2 Where cancellation, postponement, or refusal of access occurs on the day of the clearance or after our team is already en route, Cullens Clearances Ltd reserves the right to retain the deposit and charge for wasted attendance, labour, and vehicle allocation.
13.3 If a booking is moved to a later date in the circumstances described in clause 13.2, a further deposit must be paid before the new date is confirmed.
13.4 For larger clearances involving multiple days and/or multiple loads booked in advance, if the client fails to give at least 7 days’ notice of cancellation or postponement, the deposit will be non-refundable.
13.5 If the client wishes to reschedule a larger clearance within 7 days of the booked start date, a further 50% deposit must be paid in order to secure the replacement date.
13.6 Nothing in this clause affects any statutory cancellation rights that may apply to consumers under applicable law.
14. Deposits and Payment Terms
14.1 Cullens Clearances Ltd requires a 50% deposit to confirm a booking unless otherwise agreed in writing.
14.2 Deposits may be paid by debit card, credit card, or bank transfer. Any applicable card processing fees will be advised in advance where relevant.
14.3 The balance is payable on completion unless the client holds an agreed account or has separate written credit terms in place.
15. Late Payment
15.1 All invoices must be settled on the day of completion of the service unless alternative payment terms have been agreed in writing in advance.
15.2 For business customers only, invoices overdue by 30 days or more may incur statutory interest and fixed compensation in accordance with applicable late payment legislation.
15.3 For consumer customers, Cullens Clearances Ltd reserves the right to charge interest or recovery costs only where permitted by law and where clearly agreed.
16. Health and Safety / Aborted Visits
16.1 If our team is unable to commence or complete work due to health and safety concerns, abusive behaviour, unsafe conditions, undisclosed hazardous materials, blocked access, or other material site issues outside our control, a call-out charge of up to 50% of the estimated or quoted service fee may be charged.
17. Personal Possessions and Valuables
17.1 The client must ensure that all personal possessions, documents, sentimental items, keys, cash, jewellery, and valuables are removed from the property before clearance begins.
17.2 If any such items are to remain at the property, they must be clearly identified and securely separated from items to be cleared.
17.3 Cullens Clearances Ltd does not accept responsibility for personal possessions or valuables left unsecured within the clearance area before, during, or after the clearance.
18. Abuse of Staff
18.1 Any abuse, threat, harassment, intimidation, or violent behaviour directed at our staff, contractors, or anyone working on our behalf will result in immediate suspension or termination of the service, and Cullens Clearances Ltd reserves all legal rights and remedies.
19. Discount Codes
19.1 Only one discount code or voucher may be used per quotation.
19.2 Discount codes and vouchers have no cash value and cannot be exchanged for cash or credit.
20. Acceptance of Terms
20.1 Payment of a deposit is taken as confirmation that the client accepts these Terms and Conditions and any other Terms and Conditions applicable to the service being provided by Cullens Clearances Ltd.
21. Governing Law
21.1 This contract is governed by the law of England and Wales and is subject to the jurisdiction of the courts of England and Wales.
22. Consumer Rights
22.1 These Terms and Conditions do not affect the statutory rights of a consumer.
