Customer Terms & Conditions

Scrappa is a waste-collection booking platform that arranges waste removal services using fully licensed waste carriers. Scrappa manages bookings, pricing, customer communications, and compliance documentation.

We provide collection and removal services for: Household and domestic waste, Garden waste, Furniture and bulky items, Builder's and renovation waste, Commercial waste (subject to approval). All services are provided on a one-off or agreed recurring basis.

A booking is confirmed only once payment has been successfully received (unless a credit account has been agreed in writing). We reserve the right to refuse or cancel bookings where waste is misdescribed, prohibited, unsafe, inaccessible, or materially different from what was booked. Collection time slots are estimated arrival windows and not guaranteed arrival times.

Prices are based on the waste type, volume, labour required, location, access conditions, and disposal requirements declared at booking. Prices are fixed only where the waste description and volume are accurate. If the actual waste differs from what was booked, additional charges may apply and must be settled before completion or disposal. All prices include collection and disposal unless stated otherwise. Failed or aborted collections caused by customer-related issues remain chargeable.

Customers must ensure that: Waste is accurately described at the time of booking; Any requested photographs clearly show the full scope of waste; No additional waste is added after booking without prior approval. Failure to accurately describe waste may result in: Additional charges, Refusal to collect, Cancellation without refund.

We do not accept the following unless explicitly agreed in writing: Asbestos or asbestos-containing materials; Hazardous, toxic, or chemical waste; Medical or clinical waste; Explosives, ammunition, or pressurised containers; Radioactive, illegal, or controlled materials. If prohibited waste is discovered on site, the collection may be aborted and charged in full.

Customers are responsible for: Ensuring safe, clear, and legal access to the waste; Providing suitable parking or loading access where reasonably possible; Ensuring waste is ready for collection at the agreed time. If access is restricted, unsafe, or unavailable, the booking may be cancelled or partially completed without refund.

Dense or difficult materials (including but not limited to soil, rubble, concrete, tiles, plasterboard, or similar materials) must be clearly declared at booking. Additional charges may apply where waste requires specialist handling, additional labour, or alternative disposal routes. We reserve the right to refuse collection of undeclared specialist waste.

Cancellations made with 24 hours' notice or more: full refund or free reschedule. Cancellations within 24 hours of the booking: cancellation fee may apply. Same-day cancellations, no-access situations, or aborted jobs: charged in full. Refunds (where applicable) will be processed to the original payment method.

A collection may be deemed failed if: Waste is not present or not ready; Access is blocked, unsafe, or unlawful; Waste is misdescribed; Prohibited or restricted items are present. Failed collections remain chargeable.

All waste is handled in accordance with the Environmental Protection Act and related UK legislation. Waste is transferred only to authorised facilities. Waste Transfer Notes (WTNs) are generated and retained as required by law. Customers must ensure they have the legal right and authority to dispose of the waste presented for collection.

Reasonable care is taken during all collections. Scrappa is not responsible for pre-existing damage, fragile surfaces, hidden services, or items left within access routes. Our liability is limited to the value of the service provided, except where liability cannot be limited by law.

Scrappa does not guarantee reuse, resale, donation, or recycling of any items. All items collected are treated as waste unless expressly agreed otherwise. Ownership of waste transfers to Scrappa upon collection.

Before-and-after photographs may be taken for compliance, audit, and quality control purposes. Images may be retained for record-keeping or used in anonymised marketing unless you notify us in writing prior to collection.

Any complaints or issues must be reported within 48 hours of collection. Complaints raised after disposal has taken place may not be upheld. We aim to resolve all issues promptly, fairly, and professionally.

Scrappa shall not be liable for delays or failure to perform services due to events beyond our reasonable control, including but not limited to: Severe weather conditions; Road closures or traffic incidents; Vehicle breakdowns; Industrial action or service disruption.

Personal data is processed in accordance with UK GDPR and data protection laws. Data is used solely for service delivery, compliance, and customer communication. Further details are outlined in our Privacy Policy.

Scrappa reserves the right to amend these Terms at any time. The version in force at the time of booking will apply.

These Terms are governed by and interpreted in accordance with the laws of England and Wales.