Refund policy

Refund Policy – Klotta

Klotta provides junk removal and waste clearance services. As our services involve labour, vehicle scheduling, and allocated time slots, refunds are handled as outlined below.

1. Free Cancellation

You may cancel your booking free of charge up to 5:00pm on the business day before your scheduled collection.

Any attendance fees or advance payments will be refunded in full if cancelled before this time.

2. Late Cancellations

If you cancel after 5:00pm on the business day before collection:

  • Attendance fees are non-refundable
  • If no attendance fee was paid, a cancellation charge may apply

3. Unable to Complete Collection

We may be unable to complete a collection due to:

  • Unsafe, blocked, or restricted access
  • Incorrect or undisclosed waste information
  • Hazardous or prohibited waste
  • No customer present and no access instructions

In these cases:

  • Attendance fees are non-refundable
  • If no waste is removed, you will not be charged beyond the attendance fee
  • If some waste is removed, you will only be charged for work completed

4. Upfront Payments & Price Changes

If you paid upfront based on an estimate:

  • If the final volume is less, the difference will be refunded
  • If the volume is more, we will confirm the new price before continuing
  • If you decline the new price, we will remove waste only up to the amount already paid

5. When Klotta Is at Fault

A full refund will be issued if:

  • We cancel your booking, or
  • We fail to attend within the agreed time window and you choose not to reschedule

6. Cooling-Off Period

Consumers have a 14-day cooling-off period, which ends once:

  • You request the service to start, or
  • Our team attends the property

7. Refund Processing

Refunds are returned to the original payment method.

  • Processing by Klotta: 0–2 business days
  • Bank/card provider: 3–10 business days

You’ll receive an email once your refund is processed.

8. Non-Refundable Charges

The following are non-refundable:

  • Late-cancellation attendance fees
  • Labour charges once work has started
  • Charges from undisclosed or mis-described waste
  • Charges for hazardous or prohibited waste already loaded

9. Contact

For refund enquiries, contact us at:

Email:  sales@24junk.uk

Please include your booking reference for faster support.