FAQs

At Hilton Clearance, our goal is to make your clearance or rubbish removal as easy and stress-free as possible. To assist you, we’ve compiled a list of our most frequently asked questions to help you understand our service thoroughly and reassure you that you can trust us with your rubbish clearance needs.

 

If you have any further questions, we’re available 7 days a week by phone and email, so please don’t hesitate to get in touch!

 

What rubbish can you remove?

We can remove most types of waste found at domestic or commercial properties, as long as it is safe to do so.

 

While this list is not exhaustive, we can remove the following:

 

• Bathroom items (basins, toilets, etc.)

• Large kitchen appliances

• Concrete (flooring, slabs, etc.)

• Flooring (carpets, floorboards, etc.)

• Construction materials (debris, tiles, rubble, etc.)

• Furniture (sofas, tables, chairs, any old furniture)

• Garden tools & rubbish (tools, garden furniture, sheds, fencing, etc.)

• Garden waste (tree & hedge clippings, etc.)

• Any old junk (boxes, old toys, bric-a-brac, etc.)

• Household refuse (boilers, skirting boards, loft waste, glass, plumbing, etc.)

• Kitchen fittings (kitchen sinks, tiles, etc.)

• Metal/steel

• Heaters and radiators

• Building waste (windows, floorboards, walls, frames, bricks, etc.)

• Roofing materials (tiles, lead, etc.)

• Papers (documents, paperwork, files, etc.)

• Soil, earth, and dirt

• Electrical items (computers, TVs, stereos, etc.)

• Wood (fencing, firewood, old timber, etc.)

 

What rubbish can’t you remove?

There are some prohibited waste types that we cannot remove due to health and safety or compliance reasons. These include:

 

• Asbestos

• Raw meat/fish

• Gas bottles

• Fire extinguishers

• Medical or biological waste

• Oils, petrol cans

• Oil drums & tanks (unless cleaned thoroughly)

• Toxic waste

• Plaster (plasterboard, etc.)

 

However, if you contact us, we may be able to help and provide a bespoke solution for you.

 

Which areas does your rubbish collection service cover?

We operate residential & commercial rubbish removal services throughout the Three Counties. As long as we can easily access your property, we can help. Feel free to get in touch if you are unsure whether we can visit your location.

 

Does my waste need to be in one place?

There’s no need to place it all in one location. We’re happy to collect your rubbish from multiple spots on your premises, whether inside, upstairs, or outside—as long as it’s safe to access.

However, it can be helpful if the waste is clearly separated or in one place, as this ensures we provide an accurate quote and clear all waste from your premises. This is particularly useful if you won’t be available and someone else is showing us what to remove from your property.

 

Does my waste need to be left outside?

We only ask for your waste to be left outside if you won’t be at the property. For example, you may want to move it outside to a more accessible area, such as near your standard waste bins collected by the Council.

 

Where can you not remove rubbish from?

We cannot remove rubbish from locations where there is a health and safety risk to our team.

This may include:

 

• Removing waste from attics or lofts—please ensure your rubbish is located elsewhere on your property, such as accessible indoor areas or the garden

• Accessing steep, unstable, or damaged steps/staircases

• Locations with parking/access issues that make it difficult to reach your rubbish

• Particularly remote locations that are hard to find/reach with our waste removal vans

 

Does my waste need to be bagged?

Your waste doesn’t need to be bagged. We’re happy to gather it from your address on your behalf. However, if your waste is spread across your property in varying quantities, you might consider bagging it up to ensure we provide an accurate quote and that no waste is left behind.

 

What do you charge up-front?

We charge a call-out fee to secure the booking. This amount is deducted from the total charge for the waste we collect at the time of collection.

 

What if there’s more or less rubbish on the day?

If there’s extra waste, we’ll re-quote and take an additional payment on the day, or we can collect just what was originally booked—it’s up to you. We’re usually able to collect more rubbish on the day, so if you have additional items, we’re more than happy to clear them for you.

If you’ve prepaid for a collection and we end up collecting less, don’t worry—you’ll receive a refund for the difference within 5 working days.

 

Do you offer fixed prices?

Our prices are fixed based on the amount of waste we collect. We offer fixed prices for specific collection types, such as sofa removal, which are usually prepaid since the final cost is known, unlike when we collect various kinds of waste from your property.

 

Do you offer time slots?

We offer four different time slots depending on the type of rubbish you’d like us to collect and where you’re based. These are: all day, morning, afternoon, or 2-hour time slots.

Please note: There can be some variation in timings on the day, as jobs can sometimes take longer than expected, or traffic may cause delays. We’ll keep you updated via text, phone call, and/or email if we’re running late, and we’ll give you the option to rebook (free of charge) if we’re significantly behind schedule and you can’t wait.

 

Can I change my booking?

Bookings can be changed or updated whenever you like, usually up to 24 hours before the appointment, free of charge. If you booked online, you can do this easily by logging back into your account on our website. You can also call or email us to amend your booking—whichever is easiest for you.

 

Can I cancel my booking?

Bookings can typically be cancelled anytime up to 24 hours before the scheduled collection, free of charge. Upon cancellation, we’ll issue a refund, which can take up to 5 working days. If you fail to cancel a booking 24 hours before your scheduled appointment, we reserve the right to charge you up to 100% of the booking fee. This will be assessed on a case-by-case basis.

 

Do I need to be at the property for my rubbish to be cleared?

You don’t need to be present for us to collect your rubbish. However, you must have prepaid for your waste or be immediately contactable in case there are any issues.

If you won’t be at the property, it’s important that the waste is clearly identifiable. We recommend sending us a photo in advance showing the location and scale of the rubbish we’ll be collecting. We also advise that someone is available on the day to ensure the correct waste is removed—this could be a friend, family member, or neighbour.

Please remember that if we can’t contact you for payment or if the scope of the collection isn’t clear, the removal may not take place, and extra charges may apply if we need to re-attend.

 

There’s nowhere for you to park near my property-

can you still collect my rubbish?

You (the customer) are responsible for ensuring we have somewhere safe and reasonable to park when collecting your rubbish. It doesn’t have to be off-road, but if we need to park on the road and pay for parking, we’ll ask you to cover this fee.

Please be aware that we may issue extra charges if there are any issues, such as:

 

• Parking restrictions preventing easy access to your property, causing the team to park further away

• High-rise buildings with an unavailable lift during larger collections

• High-security access control preventing easy passage through the building

• Waste located in a field or a significant distance from the road

 

How much will the waste removal cost?

Once we arrive at your premises, we’ll assess the waste we’re collecting. If the collection isn’t a fixed price (such as a sofa removal), we’ll confirm the final cost with you. We can clear as much or as little waste as you like, so if there’s extra waste, we’ll quote the difference. If you’re happy, we’ll remove your waste promptly.

 

What if I estimate the amount of rubbish incorrectly?

We can clear more or less waste than your original estimate, so this won’t be a problem for us. As long as you’re satisfied with the final revised cost, this won’t cause any issues with the collection. Our team is happy to clear as much waste as you need.

 

How do I pay for the rubbish on the day?

If there’s an additional payment due on the day, we’ll take payment at the start of the job by Card, BACS or Cash.

We do this to ensure there are no extra costs incurred if there are issues or delays with payment.

 

What happens to my waste once you remove it?

After we collect your waste, it will be sorted at our local waste transfer stations before being moved to larger sites for disposal or treatment. We guarantee that we’ll recycle as much of your waste as possible, so you can rest assured that it won’t be fly-tipped or sent straight to landfill. In fact, we aim to recycle at least 93% of your waste. Additionally, we provide compliance documents as soon as we leave your premises, and we maintain a full log of the movement of your rubbish to give you peace of mind about its final destination.