Important: These terms are a UK-focused working draft. ScapeClear should obtain professional legal review before publication. Nothing in these terms limits a customer’s statutory rights.
1. About These Terms
These terms apply when a customer books services from ScapeClear Property Services (“ScapeClear”, “we”, “us” or “our”).
By accepting a quotation, paying a deposit, confirming a booking in writing or instructing us to begin work, the customer confirms that they have read and accepted these terms.
2. Our Services
Our services may include:
House and partial property clearances;
Probate and estate clearances;
End-of-tenancy clearances;
Garage, loft and shed clearances;
Garden clearances and tidy-ups;
Hedge trimming, weed removal and leaf clearance;
Green-waste removal;
Pressure washing where agreed;
Furniture and single-item collections;
Small removals and local transport;
Storage-unit clearances;
Loading and labour support;
Void-property and property-reset services;
Office, shop and commercial clearances;
Recurring collections; and
Other agreed property or business-support services.
Only services expressly listed in the written quotation are included in the booking.
3. Quotations
Quotations are provided free of charge unless we tell the customer otherwise beforehand.
Unless otherwise stated, a quotation remains valid for 30 days. Quotations are based on the information, descriptions, measurements, photographs and access details supplied by the customer.
The final price may depend on:
The amount, type and weight of material;
The number of workers required;
Loading time and labour;
Vehicle capacity;
Access, stairs and parking restrictions;
Waste classification and disposal charges;
Materials or specialist equipment; and
Any other relevant circumstances.
If the amount or nature of the work is materially different from what was disclosed, ScapeClear may pause before starting or continuing and issue a revised quotation.
We will obtain the customer’s agreement before undertaking additional chargeable work.
4. Booking Confirmation
A booking is confirmed only when:
The customer accepts the quotation;
The required deposit has cleared;
All required information has been supplied; and
ScapeClear issues written confirmation.
A requested date remains provisional until these requirements have been met.
5. Deposits
A deposit of between 25% and 50% of the total quoted price is required to confirm and secure the booking.
The exact deposit percentage will depend on:
The type of service;
The size and complexity of the job;
The labour and vehicle capacity reserved;
Expected disposal charges;
Materials or equipment required; and
Any non-recoverable upfront costs.
The quotation and deposit invoice will clearly state:
The total quoted price;
The deposit percentage;
The deposit amount; and
The estimated remaining balance.
The deposit forms part of the total price and is deducted from the final balance. It is not an additional charge.
A deposit is not automatically non-refundable in every circumstance. Any amount retained following cancellation must be fair and connected to work already performed or losses directly caused by the cancellation.
6. Final Payment
The remaining balance becomes due immediately upon completion of the agreed service and must be paid in full on the same day.
A different payment deadline or instalment arrangement will apply only where:
It is requested before the day of the service; and
ScapeClear agrees to it in writing.
A request made on or after the service date does not change the same-day payment requirement unless ScapeClear expressly agrees otherwise in writing.
Payment must be made using one of the methods shown on the invoice or agreed with ScapeClear.
7. Invoices and Receipts
ScapeClear will normally issue:
A deposit invoice for the agreed deposit;
A receipt or payment confirmation when the deposit is received;
A final invoice showing the total price, deposit paid and remaining balance; and
A receipt or paid-in-full confirmation after receiving the final balance.
If the customer disputes an invoice, they must contact us promptly and explain the issue. Any amount that is not genuinely disputed remains payable by its original deadline.
8. Customer Cancellation
Customers must notify ScapeClear as soon as possible if they wish to cancel. Notice may be given by email, telephone, text message or WhatsApp.
The cancellation notice should include:
The customer’s name;
The service address;
The booking date;
The booking reference, if available; and
A clear statement that the booking is being cancelled.
Where no statutory cooling-off right applies, or after that period has ended, ScapeClear may deduct reasonable losses directly caused by the cancellation, including:
Work already completed;
Materials purchased specifically for the booking;
Non-refundable third-party charges;
Disposal, equipment or administrative costs already incurred;
Labour or vehicle capacity reserved; and
Reasonable loss of profit where the appointment could not be refilled.
ScapeClear will take reasonable steps to reduce its losses, including attempting to refill the appointment where practical. We will not recover the same loss twice.
If our reasonable loss is less than the deposit, we will refund the difference.
If our reasonable loss exceeds the deposit, we may seek the additional amount, but only where it represents a reasonable and lawful loss caused by the cancellation.
9. Exceptional and Unforeseen Circumstances
ScapeClear understands that unexpected circumstances may prevent a customer from proceeding with a booking.
Examples may include:
A medical emergency, serious illness or hospital admission;
A bereavement;
A serious family emergency;
An accident;
Sudden loss of access to the property;
Severe weather or significant travel disruption; or
Another substantial event outside the customer’s reasonable control.
Customers should notify ScapeClear as soon as reasonably possible and explain what has happened.
Every request will be considered fairly, sensitively and individually. Depending on the circumstances, work already completed and costs already incurred, ScapeClear may:
Refund the deposit in full;
Provide a partial deposit refund;
Transfer the deposit to a replacement booking date; or
Retain a fair amount to cover reasonable and unavoidable losses.
A refund under this section is not guaranteed solely because an unforeseen event has occurred. However, ScapeClear will act reasonably, consider the explanation provided and take reasonable steps to reduce its loss.
Nothing in this section limits a customer’s statutory cancellation or refund rights.
10. Evidence of Exceptional Circumstances
Where a customer requests a discretionary refund or deposit transfer because of an exceptional circumstance, ScapeClear may ask for reasonable supporting evidence.
For a medical emergency, we will not normally require a diagnosis, complete medical record or detailed private medical information.
Evidence need only confirm, where reasonably possible, that an emergency or medical event occurred and affected the customer’s ability to proceed with the booking.
Suitable evidence may include:
A hospital attendance or discharge document;
A dated appointment confirmation;
A brief confirmation from a medical provider;
Evidence of an emergency appointment; or
Another reasonable document confirming that the customer could not proceed.
Customers may remove or conceal diagnoses, medical details and other information that is not relevant to the request.
Any information provided will:
Be used only to assess the refund or rescheduling request;
Be accessed only by people who need it;
Be stored securely;
Not be used for marketing or unrelated purposes; and
Be deleted when it is no longer reasonably required.
If obtaining evidence would be impractical, excessively intrusive or unreasonable, the customer should explain this. ScapeClear may consider alternative evidence or the circumstances themselves.
Failure to provide reasonable evidence may affect a discretionary refund or deposit transfer. It will not remove any cancellation or refund right provided by law.
11. Consumer Cooling-Off Period
A consumer who books online, by telephone, by email or somewhere other than ScapeClear’s business premises will normally have a legal right to cancel within 14 days after entering the contract, subject to statutory exceptions.
If the customer cancels during that period before work begins, payments will normally be refunded in full.
ScapeClear will not begin work during the cooling-off period unless the customer expressly requests an early start.
If the customer asks us to begin during the cooling-off period and then cancels before completion, the customer may have to pay a proportionate amount for the service already provided.
If the service is fully completed during the cooling-off period following the customer’s express request and acknowledgement, the customer may lose their statutory right to cancel once the service has been completely performed.
Early-Start Request
CUSTOMER DECLARATION: I expressly request that ScapeClear Property Services begin providing the booked service before my 14-day cancellation period ends. I understand that if I cancel after work begins, I may have to pay a reasonable and proportionate amount for the service already provided. I understand that I may lose my statutory cancellation right once the service has been fully completed.
Customer name: ______________________________________________________________
Service address: ______________________________________________________________
Booking date: ______________________________________________________________
Signature or electronic confirmation: ______________________________________________________________
Date: ______________________________________________________________
12. Rescheduling
A customer may request to move a booking by contacting us as soon as possible.
Rescheduling is subject to availability and is not guaranteed. Where reasonably possible, ScapeClear may transfer the deposit to a replacement date.
If changing the date causes a direct and unavoidable loss, ScapeClear may deduct that reasonable loss from the deposit or request payment for it.
Repeated rescheduling, failure to agree on a reasonable replacement date or a request made too late for us to refill the original appointment may be treated as a cancellation.
13. Cancellation or Changes by ScapeClear
ScapeClear may need to change or cancel a booking because of:
Illness or staff unavailability;
Vehicle or equipment failure;
Unsafe working conditions;
Severe weather;
Access problems;
Suspected hazardous or unlawful waste;
Events beyond our reasonable control; or
Another substantial reason preventing safe or lawful completion.
We will notify the customer as soon as reasonably possible.
If ScapeClear cancels and cannot agree on a suitable replacement date, payments for services not provided will be refunded. We will not retain the deposit where the cancellation is our responsibility and the customer has received no service or benefit.
14. Customer Responsibilities
The customer must:
Provide complete and accurate information about the work;
Disclose the nature and approximate quantity of all items and waste;
Tell us about stairs, restricted access, parking or loading restrictions;
Arrange any necessary parking permissions;
Provide safe and reasonable access;
Ensure they have authority to instruct us to remove the items;
Clearly identify anything that must not be removed;
Secure valuables, money, documents and personal possessions;
Keep children and animals away from the work area;
Tell us about known hazards; and
Obtain any required owner, landlord or managing-agent permission.
The customer must inspect the relevant areas before work begins and remove or clearly identify anything they wish to retain.
Provided we have followed the customer’s instructions and acted reasonably, ScapeClear will not be responsible for removing an item that was not identified as excluded from the clearance.
15. Waste and Prohibited Materials
Customers must disclose materials requiring specialist handling or disposal.
Unless expressly agreed in writing, ScapeClear may refuse to handle:
Asbestos or suspected asbestos;
Medical or clinical waste;
Chemicals, solvents or unidentified liquids;
Gas cylinders;
Explosives, ammunition or firearms;
Human or animal remains;
Biological hazards;
Fuel, oil or contaminated materials;
Specialist electrical items requiring separate disposal;
Paint or hazardous building materials; and
Anything unsafe or unlawful to transport or dispose of.
Discovering undisclosed hazardous or specialist material may result in the work being paused, cancelled or repriced.
ScapeClear will use lawful and appropriate waste-disposal arrangements. Reuse and donation options may be considered where suitable but cannot be guaranteed.
16. Access, Parking and Delays
The customer must ensure suitable access at the agreed time.
Reasonable additional charges may apply where delays or extra costs arise because:
Access is unavailable;
Keys have not been provided;
Parking has not been arranged;
The customer or their representative is late;
Items are not ready;
Information supplied was inaccurate; or
Circumstances at the property are materially different from those described.
Any additional charge will be explained and agreed before avoidable additional work is undertaken.
17. Items Suitable for Reuse or Sale
Items removed during a clearance will ordinarily be treated as items the customer has authorised ScapeClear to dispose of, recycle, donate or otherwise handle appropriately.
If a customer wishes to retain, sell or donate an item, they must clearly identify and remove it from the clearance before work begins.
18. Completion of the Service
The service will be treated as completed when the work listed in the quotation has been performed.
Where reasonably possible, the customer should inspect the work upon completion and raise any immediate concerns before the team leaves.
Completion does not prevent a consumer from raising a legitimate issue later or exercising statutory rights.
19. Complaints
Customers should report concerns promptly by emailing contact@scapeclear.co.uk.
A complaint should include:
The customer’s name and contact details;
The booking or invoice reference;
The service address and date;
An explanation of the issue; and
Photographs or other supporting evidence where relevant.
We aim to acknowledge complaints promptly and provide a substantive response within 10 working days.
Where a service has not been provided with reasonable care and skill, the customer may be entitled to repeat performance or an appropriate price reduction under applicable consumer law.
This complaints procedure does not limit statutory rights.
20. Refunds
Refunds will be calculated according to:
The customer’s statutory rights;
Work already completed;
Materials or external costs already incurred;
Direct losses caused by cancellation;
Any service already received; and
ScapeClear’s ability to reduce its loss.
Any refund due will normally be returned through the original payment method within 14 days after it is agreed, or sooner where required by law.
Nothing in these terms permits ScapeClear to withhold money unlawfully or impose an excessive cancellation charge.
21. Late Payment
If the final balance is not paid on the day of completion and no alternative arrangement was agreed in writing before the service date, the amount will be overdue.
ScapeClear may:
Send payment reminders;
Suspend or refuse additional services; and
Take reasonable steps to recover the overdue amount.
Interest, administration charges or debt-recovery costs will only be charged to consumers where they are fair, reasonable, clearly communicated and permitted by law.
For business customers, ScapeClear may claim statutory interest and recovery costs where legally applicable.
22. Discounts
Discounts are subject to their stated eligibility requirements.
Available discounts may include:
Older customer discount: 20% for qualifying customers aged 60 or over;
Multi-job discount: 15% for qualifying non-trade customers;
Trade contract discount: 20% for approved regular bookings; and
Trade multi-job discount: 22% in total for approved, qualifying regular multiple jobs.
Discounts are not automatically combined unless agreed beforehand. A total discount of 22% does not represent the automatic combination of separate discounts.
ScapeClear may request reasonable evidence of eligibility. A discount must be agreed and shown on the quotation before the booking is confirmed.
23. Care and Damage
ScapeClear will perform the service with reasonable care and skill.
The customer must disclose fragile surfaces, hidden pipes or cables, structural weaknesses, valuable fixtures and other risks that may not be reasonably apparent.
The customer should report alleged damage promptly and provide reasonable evidence and access for inspection.
Nothing in these terms excludes or restricts liability for:
Death or personal injury caused by negligence;
Fraud or fraudulent misrepresentation;
Breach of statutory consumer rights; or
Any liability that cannot legally be excluded.
24. Events Beyond Reasonable Control
Neither party will be responsible for a delay or failure caused by circumstances they could not reasonably control.
The affected party must notify the other as soon as reasonably possible. Both parties will try to rearrange the service or find another reasonable solution.
If a substantial delay means the service can no longer reasonably be provided, the customer may cancel and receive a refund for the part not supplied, less any fair payment for work already completed at their request.
25. Personal Information
ScapeClear may use customer information to:
Prepare quotations;
Administer bookings;
Provide services;
Process and record payments;
Communicate with customers;
Handle complaints and refunds;
Meet accounting, tax and legal obligations; and
Protect legitimate business interests.
Personal information will be handled in accordance with applicable UK data-protection law and ScapeClear’s privacy notice.
Identifiable customer photographs or personal information will not be used for marketing without appropriate permission.
26. Photographs and Marketing
ScapeClear may take before-and-after or completion photographs for operational and record-keeping purposes where appropriate.
We will request permission before using identifiable photographs of a customer’s property, possessions or personal information for advertising, social media or promotional purposes.
Refusing marketing permission will not affect the service.
27. Business Customers
A customer booking wholly or mainly for business purposes will be treated as a business customer.
Business customers confirm that the individual accepting the quotation has authority to bind the relevant organisation.
Trade-account terms, recurring-service arrangements, credit periods or other business conditions may be contained in a separate written agreement. Where that agreement conflicts with these terms, the separately agreed business terms will apply to the relevant booking.
Consumer protections apply where a customer is acting wholly or mainly outside their trade, business, craft or profession.
28. Changes to These Terms
The version accepted when the booking is confirmed will apply to that booking.
ScapeClear will not make a material change to an existing booking without the customer’s agreement unless the change is required by law or necessary to address an immediate safety issue.
29. Severability
If a court or other competent authority finds part of these terms unlawful or unenforceable, the remaining provisions will continue to apply.
30. Governing Law
These terms are governed by the law of England and Wales.
A consumer may bring proceedings in any court that has jurisdiction under applicable consumer law.
Booking and Acceptance Record
Complete this record and retain it with the accepted quotation and payment records.
FIELD
BOOKING DETAILS
Customer name
__________________________________________
Customer address
__________________________________________
Service address
__________________________________________
Telephone
__________________________________________
__________________________________________
Quotation number
__________________________________________
Description of service
__________________________________________
Service date
__________________________________________
Total quoted price
£
Deposit percentage
☐ 25% ☐ 30% ☐ 40% ☐ 50% ☐ Other: ______
Deposit amount
£
Remaining balance
£
Alternative payment terms agreed before the service date, if any
__________________________________________
CUSTOMER ACCEPTANCE: I confirm that I have received and accepted the quotation and these terms and conditions. I authorise ScapeClear Property Services to undertake the listed service.
Customer signature or electronic acceptance: ____________________________________________________
Date: ____________________________________________________
Early-Start Confirmation (if applicable)
Use this only where the customer asks ScapeClear to begin during an applicable 14-day cancellation period.
CUSTOMER DECLARATION: I expressly request that ScapeClear Property Services begin providing the booked service before my 14-day cancellation period ends. I understand that if I cancel after work begins, I may have to pay a reasonable and proportionate amount for the service already provided. I understand that I may lose my statutory cancellation right once the service has been fully completed.
Customer signature or electronic confirmation: ____________________________________________________
Date: ____________________________________________________