Refunds,
kept straightforward.

When may a refund apply?

A refund may be available where an eligible service has been cancelled before it is provided, where W.P.E SERVICES LIMITED is unable to provide an agreed service, where an amount has been paid in error, or where applicable consumer law provides a right to a refund.

• An eligible collection is cancelled before the service begins and the customer is entitled to a refund under the applicable terms.
• W.P.E SERVICES LIMITED cancels an agreed collection and cannot provide a suitable alternative arrangement, where a refund is due.
• The customer exercises an applicable statutory cancellation right.
• A payment has been duplicated or incorrectly taken and the relevant amount needs to be returned.
• A service has only been partly supplied and applicable terms or law provide for a proportionate refund.
• Another refund entitlement has been expressly agreed in writing.

Services already started.

Where a collection or clearance service has already started, the refund position may depend on the amount of work already supplied. A customer will not automatically lose every amount paid simply because a service has started.

Where a proportionate refund is appropriate, the amount already paid may be adjusted to reflect the service actually supplied before cancellation, where permitted by the applicable terms and law.

The 14-day cancellation period.

Where a consumer enters into a service contract at a distance, such as online or by telephone, statutory cancellation rights may apply. Where the relevant rules apply, the consumer generally has 14 calendar days to cancel without giving a reason.

For a service contract, the 14-day period generally begins on the day after the contract is entered into.

If an applicable statutory cancellation request is received during this period, any refund will be handled in accordance with the applicable consumer protection requirements.

If the service starts within 14 days.

A customer may ask for a collection or clearance service to begin before an applicable 14-day cancellation period has ended.

Where the law requires a specific request or acknowledgement before the service begins, the appropriate confirmation will be obtained.

If the customer subsequently exercises an applicable cancellation right after the service has started, any refund may take account of the proportion of the service already supplied, where permitted by law.

Where the service has been fully completed during an applicable cancellation period following the customer’s valid request and required acknowledgement, statutory cancellation rights may be affected in accordance with the applicable law.

How the refund amount is calculated.

The refund amount depends on the circumstances of the cancellation and whether any part of the service has already been supplied.

How refunds are made.

Eligible refunds will normally be returned using the same payment method used for the original transaction. This helps ensure that the refund is connected with the original payment.

When will the refund arrive?

Where a refund is due, W.P.E SERVICES LIMITED will process the refund without undue delay and, where an applicable statutory cancellation right applies to a service contract, within the legally required timeframe.

Short-notice cancellations.

Customers are encouraged to cancel at least 24 hours before the agreed collection time wherever possible.

• Cancellation received 24 hours or more before the agreed collection will normally be considered without a short-notice cancellation charge.
• Cancellation received less than 24 hours before collection will still be reviewed.
• Where reasonable costs have already been incurred directly because of the short-notice cancellation, the refund amount may be considered against those costs where permitted by the agreed terms and law.
• A short-notice cancellation does not automatically mean that every amount paid will be retained.
• Any applicable statutory consumer right will continue to apply independently of the 24-hour operational notice period.

When a collection cannot proceed.

A collection may sometimes be unable to proceed because the actual conditions at the address differ materially from the information supplied when the arrangement was made.

• The collection address is materially different from the agreed address.
• The material presented is materially different from the description supplied in advance.
• The quantity or volume is substantially different from the information provided.
• Suitable access cannot reasonably be provided.
• The material falls outside the advertised non-hazardous service scope.

In these circumstances, we will consider whether the collection can be rearranged and whether any refund is appropriate based on the individual circumstances and applicable terms.

If we cannot provide the service.

If W.P.E SERVICES LIMITED needs to cancel an agreed collection and cannot provide a suitable alternative date, any refundable amount already paid will be considered for return.

• We will contact the customer as soon as reasonably practical where a cancellation becomes necessary.
• Where suitable, we may offer an alternative collection date.
• If the customer does not wish to accept the alternative arrangement and a refund is due, the applicable amount will be processed.
• Refunds will normally be returned using the original payment method.
• Where applicable, statutory consumer rights will take priority over the operational terms of this policy.

Duplicate or incorrect payments.

If a customer believes that an amount has been paid twice or that the wrong amount has been charged, they should contact us as soon as possible.

We may request the transaction date, amount paid and relevant booking information so that the payment can be checked against our records.

Where a duplicate or incorrect payment is confirmed, the relevant amount will normally be returned using the original payment method within 14 days of confirmation.

How to request a refund.

Refund requests should be sent using one of our published contact methods. Please include enough information for us to identify the relevant collection or payment.

• Full name used when arranging the service.
• Collection address.
• Agreed collection date, where applicable.
• Amount paid.
• Reason for the refund request.
• Any relevant booking or email reference.

Reviewing a refund request.

Refund requests will be reviewed against the relevant collection arrangement, the stage reached by the service, any payment already made and the applicable terms and consumer rights.

Where further information is required, we may contact the customer before confirming the final refund amount.

Where a refund is approved, we will normally confirm the amount and the intended refund method before processing it.

What this policy does not do.

This policy is intended to explain our normal refund process. It does not remove or restrict rights that cannot lawfully be excluded.

• It does not remove applicable statutory cancellation rights.
• It does not prevent a customer from raising a genuine payment error.
• It does not create an automatic right to a full refund where a service has already been properly supplied.
• It does not permit unreasonable or disproportionate cancellation deductions.
• It does not override a separate written agreement where that agreement lawfully provides different service arrangements.

Questions about a refund?

If you believe you are entitled to a refund or would like us to review a payment, please contact W.P.E SERVICES LIMITED with the relevant collection and payment details.

We aim to keep refund requests clear, practical and straightforward, while applying the terms of the agreed service and any applicable consumer rights.