Terms and Conditions

These Terms and Conditions apply to all services provided by OXLOAD LTD ("Oxload", "we", "us", "our") to the customer ("you", "your", "customer").

Company details:
OXLOAD LTD
Company number: 17224702
Registered office: 179 Downing Road, Dagenham, RM9 6LX
Waste carrier registration number: CBDU638744
Website: https://oxload.co.uk
Email: hello@oxload.co.uk
Telephone: 07518881237

By booking a service with Oxload, you agree to these Terms and Conditions.

1. Our Services

Oxload provides rubbish removal, waste clearance, house clearance, office clearance, commercial clearance, single-item removal, and related waste collection services.

Unless agreed in writing, our services are limited to the collection, loading, transport, recycling, recovery, and/or disposal of non-hazardous waste.

We reserve the right to refuse any waste or service where we reasonably believe that the work would be unsafe, unlawful, unsuitable for our team, outside the scope of the agreed booking, or not capable of being handled using our normal equipment and vehicle.

2. Quotations and Estimates

Any price given before collection is normally an estimate based on the information you provide to us, including photographs, descriptions, waste type, volume, weight, access, location, parking, stairs, loading distance, and any other relevant circumstances.

We reserve the right to amend the quoted price if:

1. the waste is more than described;
2. the waste is heavier, bulkier, or more difficult to load than expected;
3. the waste type is different from what was described;
4. access is more difficult than stated;
5. parking or loading conditions are different from what was stated;
6. additional labour, time, equipment, or disposal costs are required;
7. new information becomes apparent before or during the collection.

Where the final price is different from the original estimate, we will explain the reason for the change before continuing wherever reasonably possible.

If you do not accept the revised price before loading begins, you may cancel the collection. In that case, a wasted journey or call-out charge may apply where our team has already attended site.

3. Booking Confirmation

A booking is only confirmed once we have accepted the booking and agreed a collection date or time window with you.

We may confirm bookings by phone, email, text message, WhatsApp, website form, or other written communication.

Arrival times are given as reasonable time windows and are not guaranteed exact appointment times unless we have expressly agreed this in writing.

4. Customer Information and Responsibilities

You are responsible for giving us complete and accurate information before the collection. This includes, but is not limited to:

1. the type of waste;
2. approximate volume and/or weight;
3. photographs where requested;
4. property address and postcode;
5. access details;
6. floor level;
7. whether lifts are available;
8. loading distance from the waste to the vehicle;
9. parking restrictions or charges;
10. controlled parking zones;
11. congestion or access restrictions;
12. whether items are especially heavy, awkward, fixed, dismantled, fragile, sharp, contaminated, or hazardous;
13. whether the waste is inside, outside, upstairs, in a loft, basement, garden, garage, shed, commercial unit, or other area;
14. whether there may be any dispute about whether the waste can be removed.

If you provide incomplete, inaccurate, or misleading information, we may:

1. revise the price;
2. refuse to collect some or all of the waste;
3. cancel the collection;
4. charge a wasted journey fee;
5. charge for additional time, labour, disposal, or transport costs.

5. Authority to Remove Waste

You confirm that you own the waste or have full authority from the owner, occupier, landlord, tenant, business, or other relevant person to allow us to remove it.

You agree to indemnify Oxload against any reasonable costs, claims, losses, or expenses arising because you did not have the authority to instruct us to remove the waste.

You are responsible for ensuring that no items are presented for collection by mistake. Once an item has been loaded and removed as waste, we cannot guarantee that it can be recovered.

6. Waste Duty of Care and Waste Transfer Notes

Oxload aims to handle waste responsibly and in accordance with applicable UK waste regulations.

Where required, a Waste Transfer Note or other relevant waste documentation may be completed for the collection.

You agree that any waste type, load size, weight, description, address, business details, SIC code, or other information recorded on a Waste Transfer Note must be checked before signing.

If you are a business customer, you are responsible for providing accurate business details, including your correct SIC code where required.

By signing a Waste Transfer Note or otherwise confirming the waste details, you confirm that the recorded information is accurate to the best of your knowledge.

7. Waste We May Refuse

Unless expressly agreed in writing before collection, we do not collect hazardous or specialist waste, including but not limited to:

1. asbestos;
2. clinical or medical waste;
3. chemicals, solvents, oils, paints, fuels, or hazardous liquids;
4. gas bottles or pressurised cylinders;
5. explosives, ammunition, fireworks, or weapons;
6. contaminated waste;
7. biological waste;
8. animal waste;
9. food waste in large quantities;
10. needles, sharps, or drug-related waste;
11. toxic, corrosive, flammable, or dangerous substances;
12. any waste requiring specialist handling, permits, or consignment notes.

Certain items may be collected only by prior agreement and may carry additional charges, including but not limited to:

1. mattresses;
2. fridges and freezers;
3. electrical items;
4. tyres;
5. plasterboard;
6. soil, rubble, tiles, bricks, concrete, and other heavy construction waste;
7. paint tins;
8. commercial or industrial waste streams.

If prohibited or undeclared waste is discovered before or during collection, we may refuse to collect it, remove it from the load, revise the price, or cancel the job.

8. Access, Safety, and Working Conditions

You must provide safe, reasonable, and lawful access to the waste.

Our team may refuse to carry out work where they reasonably believe that:

1. the area is unsafe;
2. access is dangerous or unsuitable;
3. the waste is too heavy or awkward for the available team;
4. additional staff or equipment is required;
5. the work would require unsafe lifting;
6. the work would require working at height without proper arrangements;
7. the waste is contaminated or hazardous;
8. there is a risk of injury, property damage, or legal breach;
9. parking or loading cannot be carried out safely or lawfully.

We are not obliged to remove doors, windows, fixtures, fittings, bannisters, or other parts of a property unless agreed in writing.

We are not responsible for moving items through spaces that are too narrow or unsuitable unless you accept the risk in writing and our team agrees that the work can be done safely.

9. Large, Heavy, or Awkward Items

Some items may be too large, heavy, fragile, fixed, awkward, or unsafe for a standard two-person team to remove. Where this happens, we may:

1. refuse to remove the item;
2. offer a revised price;
3. arrange a larger team;
4. arrange another collection date;
5. require specialist equipment;
6. ask you to dismantle or prepare the item before collection.

We are not liable for failing to remove an item where the item was not accurately described before the booking.

10. Parking, Loading, and Access Charges

Unless expressly included in the quote, the quoted price does not include parking charges, congestion charges, tolls, estate access fees, loading permits, or similar charges.

You are responsible for arranging suitable parking or loading access for our vehicle.

We will not knowingly park illegally. If there is no lawful and reasonable parking or loading option, we may cancel or reschedule the collection and charge a wasted journey fee.

Any parking fines or penalties caused by inaccurate information, unsuitable parking instructions, or lack of lawful loading access may be charged to you where legally recoverable.

11. Waiting Time and Wasted Journey Charges

If our team arrives within the agreed time window and cannot begin loading within 15 minutes due to circumstances outside our control, we may charge waiting time or a wasted journey fee. This may apply where:

1. nobody is present and no access has been arranged;
2. we cannot contact you;
3. payment cannot be taken where required;
4. parking or access is unavailable;
5. the waste is not ready for collection;
6. the waste is materially different from what was described;
7. the job cannot proceed safely;
8. we are refused access;
9. you cancel after our team has arrived.

Our standard wasted journey fee is £35 plus VAT, where VAT applies, unless otherwise agreed in writing.

12. Cancellations and Rearrangements

If you need to cancel or rearrange a booking, you should notify us as soon as possible.

We require at least 24 hours' notice for cancellation or rearrangement.

If you cancel or rearrange with less than 24 hours' notice, or if we attend and the job cannot proceed due to no fault of Oxload, we may charge a wasted journey fee or retain a deposit to cover our reasonable losses.

13. Consumer Cancellation Rights

If you are a consumer and you book our services online, by phone, by WhatsApp, by email, or away from our business premises, you may have a legal right to cancel within 14 days.

However, where you ask us to begin the service within the 14-day cancellation period, you agree that we may begin the service before the cancellation period has expired.

If you cancel after work has started, you may be required to pay for the work carried out up to the point of cancellation.

If the service has been fully completed with your request and acknowledgement, you may lose the right to cancel the completed service, subject to your statutory rights.

Nothing in these Terms affects your statutory consumer rights.

14. Deposits

We may require a deposit or booking fee to secure a collection. Deposits may be used towards the final price of the job.

Deposits may be non-refundable where:

1. you cancel with less than 24 hours' notice;
2. our team attends and the job cannot proceed due to inaccurate information, lack of access, lack of parking, unsafe conditions, or customer absence;
3. you materially change the job after booking;
4. you refuse a reasonable revised price where the original information was incomplete or inaccurate.

This does not affect any statutory cancellation rights you may have as a consumer.

15. Payment

Unless agreed otherwise in writing, payment is due immediately on completion of the collection and before the waste is taken away from site.

We may require payment before loading begins, especially for unattended collections, large jobs, commercial jobs, or where no account terms have been agreed.

We accept payment by [insert payment methods].

If payment is not made when due, we may:

1. refuse to start or continue the collection;
2. leave the waste at the premises;
3. retain any deposit;
4. charge reasonable recovery costs;
5. pursue the unpaid amount as a debt.

For business customers, late payments may be subject to statutory interest and reasonable debt recovery costs where applicable.

16. Unattended Collections

We may agree to carry out a collection when you are not present. For unattended collections, you must provide:

1. accurate photographs;
2. clear access instructions;
3. exact details of what is to be removed;
4. confirmation that we have authority to remove the waste;
5. reliable contact details;
6. payment before collection, unless agreed otherwise.

If we cannot identify the waste, access the waste, contact you, or take payment where required, we may cancel the collection and charge a wasted journey fee.

We are not responsible for failing to remove items that were not clearly identified or accessible.

17. Multiple Load Jobs

Where a job requires more than one vehicle load, the work may be priced and carried out on a load-by-load basis.

We reserve the right to stop work after any load and charge for the waste already collected.

Further collections may be arranged for the next available appointment. Same-day continuation is not guaranteed.

18. Delays, Rescheduling, and Operational Issues

We will make reasonable efforts to attend within the agreed time window.

However, collections may be delayed, rearranged, or cancelled due to traffic, weather, vehicle breakdown, staff illness, disposal facility delays, previous jobs overrunning, unsafe conditions, or other operational issues outside our reasonable control.

Where we cannot attend at the scheduled time, we will try to rearrange the collection at the earliest reasonable opportunity.

We are not liable for indirect losses, loss of profit, loss of business, inconvenience, or consequential losses caused by delay or rescheduling, except where liability cannot legally be excluded.

19. Damage to Property

We will carry out our services with reasonable care and skill.

Due to the nature of clearance work, there is always some risk of minor marks, scuffs, or damage when bulky, heavy, or awkward items are moved.

We are not liable for:

1. pre-existing damage;
2. poor condition, weak, rotten, loose, or unstable fixtures or surfaces;
3. damage caused by inaccurate access information;
4. damage caused by items being too large for the available access route;
5. damage resulting from work you specifically instruct us to carry out against our recommendation;
6. minor scuffs or marks where reasonable care has been taken.

You should inspect the working area before our team leaves.

Any damage must be reported to the team immediately where reasonably possible and confirmed in writing to hello@oxload.co.uk within 7 days of completion.

Failure to report damage within this period may make it harder for us to investigate and may affect any claim.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.

20. Customer Property and Valuables

You are responsible for removing or protecting valuables, fragile items, documents, keys, money, jewellery, personal possessions, and anything that should not be removed before our team arrives.

We are not responsible for items that are mixed with waste or presented to us as rubbish unless we have acted negligently.

21. Photos and Evidence

We may take photographs or videos of the waste, access route, vehicle load, or completed area for quotation, operational, compliance, dispute-resolution, insurance, or record-keeping purposes.

We will not intentionally publish identifiable images of your private property for marketing without your permission.

22. Subcontractors and Disposal Partners

We may use approved subcontractors, disposal sites, recycling centres, transfer stations, or other third-party partners to provide or complete the service.

Where we use third parties, we will take reasonable steps to ensure they are suitable for the work required.

23. Recycling and Disposal

We aim to divert waste from landfill where reasonably practicable by using appropriate recycling, reuse, recovery, and disposal routes.

However, we cannot guarantee that every individual item will be recycled, reused, or disposed of in a particular way unless expressly agreed in writing.

24. Advice and Recommendations

Any advice, estimate, or recommendation given by our staff is based on the information available at the time.

Unless confirmed in writing by Oxload, advice or recommendations are not binding and are followed at your own risk.

25. Complaints

If you are unhappy with any part of our service, please contact us as soon as possible at hello@oxload.co.uk.

Please include:

1. your name;
2. collection address;
3. booking date;
4. description of the issue;
5. photographs if relevant;
6. what outcome you are requesting.

We will aim to review and respond to complaints within a reasonable time.

26. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

Subject to that, Oxload is not liable for:

1. indirect or consequential loss;
2. loss of profit;
3. loss of business;
4. loss of opportunity;
5. loss caused by inaccurate customer information;
6. loss caused by lack of access, lack of parking, unsafe conditions, or customer absence;
7. loss caused by delay, cancellation, or rescheduling due to circumstances outside our reasonable control.

For business customers, our total liability for any claim arising from a booking shall not exceed the total amount paid or payable for that booking, except where liability cannot legally be limited.

For consumer customers, nothing in these Terms affects your statutory rights.

27. Changes to These Terms

We may update these Terms and Conditions from time to time.

The terms that apply to your booking will be the terms in force at the time your booking is confirmed, unless a change is required by law or regulation.

28. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute shall be subject to the courts of England and Wales, unless consumer law gives you the right to bring proceedings elsewhere.