Question 1

Are there any parking restrictions?

Accepted Answer

We can not collect on any red routes or pay and display. Fines will need to be covered by customers.

Question 2

The tracking link doesn’t work.

Accepted Answer

Please provide us with your reference number or postcode so we can look in to this.

Question 3

What are your hours of operation?

Accepted Answer

We can collect at anytime you require. Our standard hours of operation are 7:00 to 22:00. You can also select a convenient slot at the checkout if you require a smaller arrival window.

Question 4

What is your cancellation policy?

Accepted Answer

You can rearrange up to to 14 days in advance free of charge. Cancellations within 14 days of the collection day carry a £20 plus vat fee. Please note cancellations on the same day carry a £40 plus vat fee. This is because the team could be on the way or allocated to the job and mapped into a route - the smart stuff we do to cut carbon emissions. You can do this by calling our friendly customer services team.

Question 5

How do I prepare for waste removal collection?

Accepted Answer

We ask all waste to be bagged ideally. This allows for a swifter cleaner removal. For bulky items please ensure the access areas are cleared to allow the team to navigate and remove items without causing damage. Not ideal to have a kids bike in the hallway for example.

Question 6

When do I receive my tracking link?

Accepted Answer

You receive a tracking link to your email and whatsapp as soon as the team are on their way to your collection.

Question 7

Can I get confirmation of cancellation?

Accepted Answer

You will be emailed confirmation of your cancellation and any refund. Refunds can take up to 10 working days to reach your account.

Question 8

Will you come upstairs and remove from inside?

Accepted Answer

Yes. If items need to be dismantled we will action this and bring all items down. Please note our teams will need to wear the necessary footwear to protect their feet during lifting, so it may not always be possible to take off their shoes. If dismantling items takes the collection over the allotted time allowance, further charges may apply.

Question 9

How can I change my booking?

Accepted Answer

You can email us at hi@litta.co or call us on +442038680455 and a member of team can help with this.

Question 10

How do I book and pay?

Accepted Answer

You can book in just a few clicks using our website or mobile app. Payments can be made by card, Apple Pay or Google Pay. Feel free to call our team to make a booking over the phone.

Question 11

Where can you not remove rubbish from?

Accepted Answer

Areas that are a cause of health and safety such as attics / lofts, scaffolding, roofs and unstable steps.

Question 12

How can I trust LITTA™?

Accepted Answer

LITTA is the UK's leading waste clearance company with over 70,000 happy customers. We are registered with the Environment Agency Number: CBDU375738. You can search here for our licence https://environment.data.gov.uk/public-register/view/search-waste-carriers-brokers

Question 13

I haven’t received the tracking link.

Accepted Answer

You will receive the tracking link via Whatsapp and email as soon as the team make their way to your collection

Question 14

What time will the team arrive?

Accepted Answer

The team will arrive within your chosen time slot.  You will also receive a tracking link once the team are on their way to your collection

Question 15

Can I get my order confirmation?

Accepted Answer

Please provide us with your email address and reference number so we can ensure the order confirmation gets sent to you.

Question 16

How quickly can you collect?

Accepted Answer

Same day in most cases. You will see real-time availability when checking out. If you do not see a slot that suits or need an emergency collection please email or call us on +442038680455 and a member of team can help with this.

Question 17

Where can you remove the rubbish from?

Accepted Answer

Inside the property, on all floors as long as there is good access.
Outside including the garden with side access

Question 18

Can I add on items after booking?

Accepted Answer

You can email us at hi@litta.co or call us on +442038680455 and a member of team can help with this.

Question 19

My items are reusable, can you reuse any of my waste?

Accepted Answer

If we can we will certainly try to! We work with a reuse partner and are growing this side of our proposition. Stay tuned for further updates.

Question 20

Do you provide a free estimate or a quote?

Accepted Answer

We offer a WhatsApp or video call estimate and we will then provide a quote.

Question 21

Are you licensed and insured?

Accepted Answer

Yes we are. We have an operating licence issued by the Environment Agency. You can view our credentials and company information below;

Environment Agency Registration number: CBDU375738
Business name: LITTA APP LIMITED
Company number: 10882506
Trading Address: LITTA APP LTD, Sopers House, Sopers Road, Cuffley, EN6 4RY

Question 22

Can I get an ETA for the collection?

Accepted Answer

We send you a message as soon as we are on our way with a live tracking link & ETA for the team. 💚

Question 23

How much will my rubbish removal cost?

Accepted Answer

This all depends on the volume and weight of what you want to be collected. We work on cubic yards and weight. All of our rubbish removal loads clearly state the volume, weight and time allocation. If you are unsure about the amount of waste you have you can always upload an image for a quote from one of the team. We understand it can be difficult to estimate so our team are on hand to support you with this. You can call, email, WhatsApp or upload a picture for a quote.

Question 24

What happens to the junk after removal?

Accepted Answer

Our teams will review the waste and identify the waste types upon collection. This will be the EWC code on your Waste Transfer Note (Duty of Care). This will be emailed to you after the collection and is your proof the items have been transferred to us and is now our responsibility. All items will then be taken to an approved waste transfer station. There they will be separated and recycled. This will be broken down into wood, metal, plastic etc.

Question 25

What waste types do you accept?

Accepted Answer

We accept all bulky non hazardous waste. E.g furniture, general rubbish from a loft clear-out, house move, packaging etc. We accept all electrical waste (WEEE waste). Paint and other associated items are charged separately, you will be asked before checking out, so don't worry it wont get missed.

Question 26

How do I change or add items to my booking?

Accepted Answer

You can email us at hi@litta.co or call us on +442038680455 and a member of the team can help with this. We can easily upgrade your load or upgrade your slot in just a few clicks.

Question 27

Do I have to be at home for my collection?

Accepted Answer

You do not need to be home for your collection. We encourage customers to leave their items outside and the LITTA team will collect. Like magic the waste will be gone. We can add any comments to your booking to give the team access info e.g. "open the gate at the side and the waste is at the side of the house". If leaving on the road it is sometimes useful to inform your neighbours so they know the waste will be removed. You can add a note to the waste with LITTA's name and your reference so you do not get any fines from the council if left outside on the road.

Question 28

Is there a minimum or maximum load size?

Accepted Answer

We have a mini load, which is the equivalent to 5-10 bags of waste or our XL Load which is equivalent to 70 + bags of waste. Any questions please let our team know who are on hand 7 days a week.

Question 29

What documents will I receive?

Accepted Answer

LITTA will provide a pdf quote, a full VAT receipt and a confirmation email of your booking immediately after payment. Upon completion of your job your downloadable documents will be available in your LITTA Account. You will receive a Digital Waste Transfer Note by email within 10 minutes of the completion of your job. As a bonus we upload all your before and after images for your peace of mind too.

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