Terms and conditions

These are general terms for our service. They are not legal advice. If anything is unclear, please ask us before you book.

1. About us

These terms apply to services provided by North East England House Clearance, part of 5 Star House Clearance. By booking, you agree to them.

2. Quotes

Quotes are free and carry no obligation. A quote is based on the information and photos you give us, including volume, access, stairs, parking and any heavy or special items. If the job turns out to differ materially from what was described, we will talk to you before proceeding and may need to revise the quote. Our fee covers staff wages, fuel and recycling-centre fees. If there are too many items for one van trip, a second load costs 50% of the fee.

3. Bookings

Notice

We like at least 48 hours' notice, although we will try to help with urgent timelines. A booking is confirmed when we agree the date with you.

Cancellations

Please give us as much notice as possible if you need to change or cancel. We will always try to be fair and flexible.

4. Access

You must make sure we can access the property at the agreed time, including keys, parking and any permits. If we collect keys from a third party, such as a solicitor, agent or neighbour, we will return them after the work is completed. Delays caused by lack of access may affect the time available.

5. Items you must remove first

Please remove cash, valuables, jewellery, documents, identification and anything of sentimental value before we arrive. We can sort and set aside such items on request, but you must tell us in advance. We cannot be responsible for items not identified to us as items to keep.

6. Ownership and authority

By booking, you confirm that you own the items to be cleared or have the legal right to dispose of them, for example as an executor, landlord or tenant. If you are unsure of your position, please take advice from a solicitor or GOV.UK before we begin.

7. Hazardous items

We cannot take hazardous materials, including asbestos, certain chemicals, explosives and similar items. Please tell us in advance about anything unusual. Where items need specialist disposal, we will advise you.

8. Disposal

We sort everything. Usable items are donated or reused, materials are recycled, and the rest goes to licensed recycling centres and waste facilities. Once collected, items become our responsibility to dispose of.

9. Liability

We will take reasonable care of your property during the clearance. Our liability is limited to the extent permitted by law. Nothing in these terms excludes liability that cannot lawfully be excluded, such as for death or personal injury caused by negligence.

10. Payment

We will confirm payment options with your quote.

11. Complaints

If you are unhappy with any part of our service, please tell us as soon as possible, by phone or WhatsApp on 07898 719 509, so we can put it right. We will respond promptly and try to resolve it fairly.

12. Delays and circumstances beyond our control

We will make every reasonable effort to arrive and complete work as agreed. Events outside our control, such as severe weather, road closures, vehicle breakdown or lack of access, may cause delay. If that happens, we will contact you as soon as possible and agree a new time.

13. Photographs and information

You confirm that the information and photos you give us are accurate to the best of your knowledge. If there is more in the property than you described, including items in lofts, sheds or locked rooms, the quote may need to change.

14. Changes to these terms

We may update these terms from time to time. The version on this page at the time of booking applies. See also our pricing guide and FAQs.

Last updated: 4 October 2026