Cancellation & Refund Policy

The short version

Nothing to pay yet: we open in mid-October 2026 and take no payment before then. From launch, you pay the full price when you book — that payment is how you accept the quote and it secures your slot. There is no deposit and no balance due later. If your plans change, tell us as early as you can — reschedule for free, or cancel at least 24 hours before your slot and get a full refund. If we turn up as booked and can't do the job for a reason on your side, we keep a fixed £30 call-out charge and refund the rest. And because a clearance is normally arranged and booked without you ever meeting us in person, you also have a separate statutory right, as a consumer, to change your mind — explained below.

Payment, and what it covers — from launch

Nothing to pay yet: we open in mid-October 2026 and take no payment before then. From launch, you pay the full guide price at the time of booking — paying is how you accept the quote. There is no deposit and no separate balance due on completion.

A small fuel charge applies for jobs more than around ten miles from our Newport base — it's always included in the price you're quoted, never added afterwards.

We clear up to the load size you paid for. Anything beyond that stays where it is. There is no extra charge, and nobody will stand on your doorstep pressuring you to agree a higher price on the spot — the crew clears what you've paid for and leaves the rest.

Anything beyond the load you booked is a separate job, not a change to this one. Your price doesn't move. You agreed a price to take a half load; if there's more than a half load there, the rest is simply work you haven't bought yet — a second job with its own quote, not a bigger bill for the first one.

If you want the rest gone too, just ask and we'll quote it, there and then or afterwards. Often the cheapest way is to step up to the next load size and pay the difference, and we'll tell you if it is. Say no and nothing further is owed — the load you paid for is cleared and the matter ends there.

If you need to cancel or reschedule

Rescheduling

Tell us before the day of collection and we'll move you to the next slot that suits you. Your payment carries over in full — no penalty, nothing more to pay.

Cancelling with notice

If you cancel with reasonable notice before the day of collection, we'll refund what you paid in full. "Reasonable notice" means telling us at least 24 hours before the booked slot.

The one exception — the £50 slot booking

If you didn't know how big the job was and booked a slot with the £50 slot booking instead of a priced load, that £50 is non-refundable. It buys the slot itself and covers us turning up. We say so plainly at the point you pay it, before you pay it. When the job goes ahead, the £50 comes off the price in full — you are never charged it twice, and we never charge the £30 call-out on top of it.

Your statutory rights come first. If you cancel within the 14-day statutory window described below, in time and before we've attended, we refund you in full — including the £50 — whatever this policy calls it. A label we've chosen can't take away a right Parliament has given you.

A wasted visit

If we attend as booked and the job can't go ahead for a reason on your side — no access, the waste isn't ready, nobody's there to let us in, or you turn us away — we keep a fixed £30 call-out charge and refund everything else you paid, in full.

That £30 is a set figure, not a percentage and not open-ended. It is the same whatever you booked and whatever the job was worth, and it covers the one thing that actually happened: the van and crew turning up at the time you asked for, in a slot we couldn't sell to anyone else. On a £50 slot booking there is no £30 — the £50 already covers it, and we never charge both.

Your statutory rights come first. Where a valid statutory cancellation applies — made in time and before we attend — you are refunded in full and the £30 isn't charged at all. If you think we've got a wasted visit wrong, email hello@halcyonclearance.co.uk; you can also take it to independent consumer advice or dispute resolution at any point, and using this policy first never takes that away.

If we cancel or can't make it

We'll offer you the earliest new time we genuinely have. If you'd rather not rebook, we'll refund you in full.

Your statutory right to cancel (14 days)

Most Halcyon Clearance bookings are arranged at a distance — by email, web form, or phone, without you visiting us in person or us visiting you before you book. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, that generally makes it a "distance" or "off-premises" contract, which gives you the right to cancel for any reason within 14 days of booking, without needing to explain why.

Whether a specific booking counts as a distance/off-premises contract under the Regulations can depend on exactly how it was arranged. We treat our standard booking flow — arranged by email, web form, or phone without an in-person visit before you book — as a distance contract for these purposes.

How this interacts with a quick turnaround

In practice most clearance work wants doing well within 14 days — within a few days of booking, not weeks later. The 14-day cancellation right doesn't stop that. This applies from launch, once booking and payment are open: where the collection date you've asked for falls within the 14-day window, we'll show you a checkbox at the payment screen — the same step where you pay to book — for you to expressly confirm that request and acknowledge that:

• if we complete the job before the 14 days end, you lose the right to cancel once it's fully done; and
• if you cancel after work has started but before it's finished, you'll be refunded for the part of the job not yet carried out — but not for work already done (for example, waste already loaded and disposed of).

We capture this in writing: ticking that checkbox before you pay is how you make the express request and acknowledge the two points above; it only appears when your requested date is genuinely within the 14 days, and we record when you confirmed it. If the checkbox isn't shown or isn't ticked, we treat the job as not started early and your full 14-day right stands.

If you don't ask us to start early, the full 14-day cancellation right applies as normal, and you can cancel and get a full refund of everything you paid, with no work having started.

How refunds are made

Where a refund is due under this policy — whether under our own cancellation terms above or under your statutory 14-day right — we refund using the same method you paid with, within 14 days of us being told you want to cancel, in line with the Consumer Contracts Regulations 2013. We don't charge a fee for issuing a refund.

Questions

If any of this isn't clear, or your situation doesn't fit neatly into the above, email us at hello@halcyonclearance.co.uk before you book and we'll talk it through.

Version 2.0 — 26 July 2026. This version replaces the deposit-and-balance policy that applied to bookings made before this date. If you booked before 26 July 2026, the policy in force when you booked is the one that applies to your job — email us and we'll send it to you.