Payment & Refund Policy

This Payment & Refund Policy sets out how payments, deposits, cancellations and refunds are handled by EcoSafe Property Clearance Ltd trading as EcoSafe Clearance UK. It should be read alongside our Terms & Conditions.

Quotes and confirmed prices

Prices shown on this website are guide prices. A confirmed price is the figure we give you in writing (by email or text) once we understand the load size, waste type and access at your address. Where a job is priced on site before work begins, the on-site figure is the confirmed price.

If the actual load, waste type or access differs materially from what was described at booking, we will explain the revised price before continuing. You may decline the revised price and cancel at that point without charge, other than any deposit already applied to a wasted journey as set out below.

Accepted payment methods

• Debit and credit card (card machine on site, or a secure payment link)
• Bank transfer to the account details shown on your invoice
• Cash, where agreed in advance

We do not take card payments over the phone as free text, and we will never ask you to send card details, PINs or passwords by email, text or through this website's forms.

When payment is due

• Domestic collections: payment in full on completion of the clearance, unless agreed otherwise in writing.
• Deposits: for larger clearances, skip-alternative loads or dated bookings, we may ask for a deposit to reserve the slot. The deposit is deducted from the final invoice.
• Business and account customers: invoices are payable within 14 days of the invoice date unless different terms are agreed in writing.

All prices are quoted in pounds sterling (GBP). Where VAT applies, it is shown separately on your invoice.

Your right to cancel

Where you book as a consumer away from our premises or at a distance (for example by phone, email or through this website), you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of entering into the contract, without giving a reason.

If you ask us to start work within that 14-day period and the work is completed before it ends, you lose the right to cancel. If you cancel after work has started but before it is completed, you must pay a reasonable amount for the work already carried out.

To cancel, contact us on 020 3807 8412 or at info@ecosafepests.com. Telling us before the cancellation period ends is enough — you do not need to use a particular form of words.

Cancellation and rescheduling outside the statutory period

• More than 24 hours before the booked slot: cancel or reschedule free of charge, and any deposit is refunded in full.
• Less than 24 hours before the booked slot: we may retain the deposit to cover the reserved crew and vehicle time.
• Wasted journey: if our team arrives at the agreed time and cannot gain access, or the job cannot proceed for reasons within your control, a call-out charge may apply and any deposit may be retained against it.

If we cancel or reschedule a booking, you may choose an alternative slot or a full refund of anything you have paid, including any deposit.

Refunds

• Refunds are made to the original payment method wherever possible.
• Approved refunds are processed within 14 days of the date we agree the refund, or of the date you tell us you are cancelling under your statutory right.
• Card refunds may take a few additional working days to appear, depending on your bank.
• Where only part of a job was completed, we refund the difference between the amount paid and a reasonable charge for the work actually carried out.

Overpayments and duplicate payments

If you are charged twice or pay more than the confirmed price, contact us with the date, amount and reference. We will verify the transaction and return the overpayment in full, using the process and timescales set out above.

If something is wrong

If any part of the service falls short, tell us as soon as possible and within a reasonable period. We will return to put it right where we can. Your statutory rights under the Consumer Rights Act 2015 — including the right to have a service carried out with reasonable care and skill, and to a repeat performance or price reduction where it is not — are not affected by this policy.

Late payment

Where an invoice is overdue we may charge interest and reasonable recovery costs on commercial debts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998. We will always contact you before taking any recovery step.

Disputes and contact

Raise any payment or refund query with us first — most are resolved quickly. Write to EcoSafe Property Clearance Ltd, 14 Clerkenwell Green, London EC1R 0DP, call 020 3807 8412, or email info@ecosafepests.com. We aim to acknowledge payment disputes within 5 working days.