Terms and Conditions

The information on this page lays out our methods of operation, pertaining to our customers and sustainability

Our Promise to Customers

At Cheshire House & Estate Clearance, we are committed to providing

friendly, reliable, and professional service. We aim to make every customer interaction

positive, transparent, and stress-free.

We treat every customer with respect, honesty, and care.

Communication Standards

We aim to:

• Respond to all enquiries within 48 hours

• Communicate clearly and politely

• Provide accurate information about our services 

• Keep customers updated about orders, bookings, or delays

If unexpected issues arise, we will contact customers as soon as possible.

Customer Service Channels

Customers can reach us via:

• Email

• Website contact form

• Business phone number 

We aim to make communication simple and accessible

Service Expectations 

• Clear explanations of the service before booking

• Transparent pricing with no hidden fees

• Respectful handling of customer property

• Punctual arrival and professional conduct

• Safe and responsible removal, recycling, or disposal of items

We treat every home with care and confidentiality.

Handling Issues & Complaints

In the event of any misunderstanding between parties, we will endeavour to:

• Listen carefully to the customer’s concern

• Investigate the issue fairly and promptly

• Offer appropriate solutions 

• Communicate clearly throughout the process – aiming to resolve any miscommunication in a prompt fashion.

Cancellations & Changes 

Customers may:

• Cancel a booking within the agreed timeframe

• Request changes to the booking date or time

We aim to be flexible where possible, depending on availability.

Professional Conduct

We commit to:

• Respectful behaviour at all times

• Maintaining customer privacy

• Safe working practices

• Honest and transparent communication

We value trust and professionalism in every interaction.

Protecting Customer Data

We handle customer information securely and responsibly.

Our Privacy Policy outlines:

• How data is collected

• How it is stored

• How long it is kept

• How it is protected

We comply with UK GDPR and the Data Protection Act 2018.

Continuous Improvement

We regularly review our customer care practices to:

• Improve communication

• Enhance service quality

• Strengthen trust and reliability

Customer feedback is always welcome.

Our Commitment to the Environment

Cheshire House & Estate Clearance are committed to operating in an

environmentally responsible way. We aim to reduce waste, promote reuse, and ensure

that items are handled, recycled, or disposed of in a safe and ethical manner.

Our Environmental Principles

We follow these core principles:

• Reduce waste wherever possible

• Reuse and repurpose items to extend their life

• Recycle materials responsibly

• Dispose of waste safely and legally

• Support a circular economy by giving unwanted items a new home

Waste Reduction Practices

We actively work to reduce waste through:

• Careful sorting of clearance items

• Identifying goods suitable for resale through Lilli’s Place

• Donating usable items to local charities

• Repurposing or upcycling furniture and décor

• Minimising the use of single-use packaging4. Recycling & Responsible Disposal

We ensure that all recyclable materials are processed correctly, including:

• Paper and cardboard

• Plastics

• Metals

• Glass

• Textiles

Any waste that cannot be reused or recycled is disposed of through licensed waste

facilities in accordance with UK environmental regulations.

Waste Carrier Compliance

Cheshire House & Estate Clearance operates under the required Waste Carrier Licence,

ensuring all waste handling and transportation complies with UK law.

We maintain records of:

• Waste collection

• Disposal routes

• Recycling volumes

• Licensed waste facility usage

Transport & Fuel Efficiency

We aim to reduce environmental impact by:

• Planning efficient clearance routes

• Reducing unnecessary travel

• Maintaining our vehicle for optimal fuel efficiency

• Exploring eco-friendly transport options where possible

Continuous Improvement

We regularly review our environmental practices and look for ways to:

• Increase recycling rates

• Reduce waste sent to landfill

• Improve packaging sustainability

• Strengthen partnerships with local charities and recycling centres

Community & Charity Support

Where possible, we donate reusable items to:

• Local charities

• Community groups

• Individuals in need

This helps reduce waste and supports our local community.

Governing Law

The above statements are in line with and governed by the laws of England and Wales.