Terms of Service

1. Who you are dealing with

These terms govern your use of the services of Konrad Makuch trading as Alexander Waste Services Ltd, trading as waste.london ("we", "our", "us"): waste collection, bulky item removal, house and office clearance and recycling across Greater London, and the collectors’ marketplace described in section 6.

2. How a quote works

Any figure you see before a person has confirmed it — on the website, from our assistant, in an email — is an estimate worked out from what you told us or photographed. After you ask for a quote, a member of the waste.london team looks at the job and confirms a price and one or more collection windows. If you are happy with the price and a window, you go right ahead and book; nothing is booked and nothing is charged until you do.

The price we confirm is the price you pay. It includes collection, loading, disposal at a permitted facility and VAT. Nothing is added on the day: anything extra — a Sunday collection, a narrow time window, a walk-up with no lift — is asked about and shown before you book, never afterwards, and the rules are published on our pricing page. The one exception is a job that turns out to be materially different from what you described or photographed (more of it, heavier items, access you did not mention). In that case we price the difference and agree it with you before any further work is done; you can decline and pay only for what was quoted.

A confirmed price stands for 30 days. After that it lapses and we re-check it on request; it usually comes back the same.

3. Bookings & payment

A booking is made when you pay — in full, or a deposit where we offer one, with the balance due once the collection is done. Payment is by card through our payment provider; we do not see or store your card details. All collections are subject to a member of staff confirming the window, and if we cannot make the window you chose we offer the nearest we can or refund you in full.

When the collection is done we issue a digital waste transfer note naming the carrier and the destination of your waste, which you should keep for two years.

4. Cancellations

You can cancel a booking from your quote page or by contacting us. What is refunded depends on the notice you give before the scheduled collection:

• More than 48 hours before collection: 100% full refund
• 24 – 48 hours before collection: 50% refund
• Less than 24 hours before collection: no refund

If we cannot complete a collection for reasons on our side you are refunded in full or re-booked free, whatever the notice. The full policy is on the cancellation policy page.

5. Your details, and keeping in touch

We email you about your job at every step. If you tick the box for text messages we text you too — about your job, nothing else — and you can stop them by replying STOP or from your quote page. Every customer gets an account, created when they ask for a quote, with no password: we email you a link or text you a code when you want to sign in. How we look after your details is in our privacy policy.

6. The collectors’ marketplace

As well as collecting with our own vans, we run a marketplace of independent waste collectors who can bid to do your job. You can offer a job to them yourself at any time from your quote page once we have confirmed a price. If we have confirmed a price and have not heard back from you within three days, we offer it to them for you. You can withdraw it with one click at any time, from your quote page or from the email that tells you it has been offered; withdrawing takes it off the board, lapses any bids, and leaves our own quote exactly as it was.

What collectors see. The area (the first part of your postcode), the size of the load, the kind of waste and the access details. They never see your name, your address, your phone number, your email or your photos. Your address is disclosed only to the collector whose bid you accept, and only once you have.

Bids. Our confirmed price is the starting point and collectors bid below it. We never bid, and we never suggest what a collector should bid. We tell you about every bid by email and, if you asked for texts, by text. You can put questions to the bidders through your quote page; every collector bidding on the job can read that conversation, and phone numbers and email addresses in it are masked until a bid is accepted.

Accepting a bid. When you accept a bid you are contracting with that collector for the collection, and we act as agent for them in taking your payment. Payment is made through us, never directly to the collector, and the amount and what happens to it is set out on the page where you accept. If the collector does not turn up, you are not charged for the collection and our own price is still yours to book. The collector issues the waste transfer note for the job under their own registration, and we keep a copy with your account.

Who the collectors are. Every collector on the marketplace is registered with the Environment Agency as a waste carrier. We check that registration against the public register when they join and every night afterwards, and a collector whose registration lapses or is revoked cannot bid. Every collector is approved by a member of our team before they can bid, gives us their public liability insurance details, and can be removed from the marketplace by us at any time.

7. Liability

Konrad Makuch trading as Alexander Waste Services Ltd holds full public liability insurance. We are registered as an upper-tier waste carrier with the Environment Agency under registration CBDU276268. All waste we collect is disposed of in compliance with UK environmental regulations. On a job you place with a marketplace collector, that collector is the carrier and is responsible for the collection and the disposal; we remain responsible for the marketplace itself, for taking your payment and for the checks described in section 6.

8. Contact

For questions about these terms, contact us at info@waste.london or call 020 3538 8092.