Return & Refunds Policy

Effective from: 15 December 2025

This Return & Refunds Policy explains when customers may be eligible for refunds, partial refunds, cancellations or service adjustments. It applies to all waste removal, skip-bag collection, household clearance, commercial clearance, garden waste removal, renovation waste removal and related services carried out by Scooby’s Clearance Team. By booking a service with us, you agree to the terms in this policy.

Overview of Our Policy

Waste removal services operate differently from product-based businesses, because once waste is collected, transported or disposed of, it cannot be returned or reversed. Disposal fees, labour, vehicle use and licensing commitments begin the moment a job is scheduled or our team attends the property.

Our aim is always to be fair, transparent and reasonable. We understand situations change and we try our best to support customers wherever possible. However, due to the nature of waste handling, refunds are limited and assessed carefully.

Eligibility for Refunds

You may be eligible for a refund or partial refund if:

• The service was paid for but not delivered
• Our team was unable to complete the job for reasons within our control
• You cancel within the allowed cancellation period
• A genuine billing error occurred
• You were charged incorrectly or twice

Refund requests must be made in writing within 7 days of the scheduled service.

Services Not Eligible for Refunds

Certain scenarios fall outside refund eligibility:

• Waste already collected, loaded, removed or disposed of
• Jobs where the waste amount exceeds the booked volume
• Access restrictions that prevent safe clearance
• Incorrect information provided by the customer
• Hazardous or prohibited items that cannot legally be handled
• Failed collections due to customer absence

Once waste enters our vehicle or handling process, refunds are generally not possible.

Cancellations and Fees

Cancellations More Than 24 Hours Before Booking

Cancellations made more than 24 hours before your booked slot may qualify for:

• Full refund, or
• Free rebooking to another date

Cancellations Within 24 Hours

Cancellations made within 24 hours of your booking may incur:

• A call-out or admin fee
• Deductions for preparation or travel already undertaken

Cancellation on Arrival

If our team arrives at the property and:

• You are not present
• Access is blocked
• Waste is not ready
• Waste differs significantly from the description

A call-out fee will apply and refunds will not be issued.

Failed or Incomplete Collections

If the issue is our responsibility, you may receive:

• A free reattempt
• A partial refund
• A full refund depending on circumstances

If the issue is customer-related, such as:

• Locked gate
• No access available
• Waste larger than described
• Blocked parking
• Hazardous items mixed in

No refunds will be issued, and a call-out or labour fee may apply.

Overestimated or Underestimated Waste Volumes

Underestimated Waste

If waste exceeds the booked amount, extra charges apply. You may:

• Approve additional cost
• Request partial removal
• Decline further clearance (no refund on minimum call-out)

Overestimated Waste

If you booked more volume than needed:

• We adjust the bill
• Issue a partial refund for unused volume
• You are charged only for actual waste removed

Unsafe or Unlawful Waste Conditions

We follow UK waste regulations, including Environment Agency guidelines. Refunds will not be granted if a job cannot be completed due to:

• Hazardous waste we are not licensed to handle
• Asbestos, chemicals, clinical waste or contaminated materials
• Vermin infestations or unsafe working conditions
• Waste that breaches legal disposal rules

If such waste is discovered, the team will pause work and provide guidance on next steps.

Issues with Skip Bags or Third-Party Products

If you purchased skip bags or products that:

• Are defective
• Arrive damaged
• Arrive in the wrong size

You may be eligible for:

• Replacement
• Exchange
• Partial or full refund

However, once a skip bag has been filled with waste, it cannot be refunded.

Delayed or Rescheduled Services

Delays may occur due to traffic, weather, road closures, emergencies, or disposal facility issues. In such cases:

• Traffic
• Weather
• Road closures
• Emergency jobs
• Disposal facility closures

In such cases:

• You will be updated as soon as possible
• We will offer rebooking at no cost

Refunds are considered only when delays result from avoidable internal issues.

Incorrect Charges or Billing Errors

If you believe you’ve been:

• Overcharged
• Double charged
• Incorrectly billed

Contact us immediately. We will investigate and issue a refund for any confirmed error.

Refunds for billing mistakes are processed within 7–14 business days.

Refund Processing and Timelines

Approved refunds are issued via:

• Original payment method
• Bank transfer
• Credit/debit card reversal

Processing takes 7–14 business days. Written confirmation will be provided.

We will provide written confirmation once a refund has been processed.

Disputes and Resolution

If you feel a decision is unfair, you may:

1. Request a review
2. Provide additional evidence (photos, messages, receipts)
3. Ask for escalation to management

We aim to resolve disputes calmly, professionally and fairly.

Your Responsibilities as a Customer

• Provide accurate waste descriptions
• Ensure safe and easy access
• Be present during the agreed window (unless arranged otherwise)
• Not include hazardous or restricted waste
• Provide correct contact details

Our Responsibilities

Scooby’s Clearance Team is committed to:

• Transparency
• Fair pricing
• Safe waste handling
• Compliance with UK waste laws
• Clear communication
• Professional dispute resolution

We comply with:

• The Consumer Rights Act 2015
• Waste Carriers Licence requirements
• Environment Agency regulations
• UK waste transfer and disposal laws

Contacting Us for Refunds

To request a refund or discuss a completed job, contact:

Scooby’s Clearance Team
Email: info@scoobysclearanceteam.co.uk
Phone: 07402638040
Business Address: United States

Please include:

• Your name
• Booking date
• Service address
• Photos (if relevant)
• Explanation of your request

We respond within 2–3 working days.