Customer terms and conditions

Dumply operates dumply.co.uk, a marketplace that introduces customers who want items collected to independent collectors who carry out that work.

Dumply does not collect your waste. We are not a waste carrier. The collection is carried out by an independent collector who contracts directly with you. Our role is to introduce you, take payment, hold it until the job is confirmed, and help resolve problems.

• You must be 18 or over and live in the United Kingdom.
• You are responsible for keeping your sign-in details secure.
• The details you give us must be accurate, particularly the collection address.
• You may close your account at any time from your account settings.

When you post a job you are inviting collectors to quote. Posting is free and you are under no obligation to accept any quote.

You must describe the job honestly. In particular you must:

• Upload photographs that fairly show what is being collected.
• Give a realistic indication of quantity and size.
• Mention access issues such as stairs, no lift or no parking.
• Confirm the load contains no prohibited items.

If the job turns out to be materially larger or more difficult than described, the collector may decline it or ask to requote. Where a collector has travelled to you and the job was significantly misdescribed, we may allow them to retain a reasonable contribution towards their time.

Some items cannot be collected through Dumply, either because they are dangerous or because handling them requires a specialist licence. The current list is on our prohibited items page and forms part of these terms.

Deliberately concealing prohibited items is a serious breach. It may result in the job being cancelled without refund and your account being suspended.

• Accepting a quote forms a contract between you and that collector for the work described.
• All other quotes on that job expire automatically.
• Your exact address and access notes are released to the accepted collector only.
• Quotes are valid for 48 hours unless stated otherwise.

You pay your collector directly, and Dumply is free to use. We do not take payment from you, we do not hold your money at any point, and we charge you nothing for using the platform.

Accepting a quote costs nothing. You then pay the collector the amount you agreed, in cash or by bank transfer, once the collection has been carried out. Settle the method with them through Dumply's messaging before the day.

Because the money goes straight to the collector, your payment contract for the work is with them and not with Dumply. Two things follow from that, and it is only fair to be direct about them:

• Dumply cannot hold your payment back, release it, or refund it, because we never receive it.
• If something goes wrong we will investigate, take account of the photos and messages on the job, and act on the collector's account where that is warranted, up to removing them from the platform. Recovering money is between you and the collector.

Never pay before the work has been done, and never pay outside the agreed amount. A collector asking for a deposit up front, or for more than the accepted quote without agreeing extra work with you first, is breaking our rules: report it.

Dumply may introduce a fee in future. If we do, it will be shown clearly before you accept any quote, and it will never be applied to a job you have already agreed.

When the collector marks a job complete they must upload before and after photographs. You then confirm the work is done.

If you do not confirm and do not raise a dispute within 48 hours, the job confirms automatically and the collector is paid. This protects collectors from being left unpaid where a customer simply forgets.

• You may cancel at any time before you accept a quote, at no cost.
• After accepting, cancel as early as you can. Nothing has been charged, so there is nothing to refund.
• If you cancel once a collector is already travelling to you, they may fairly ask for a contribution towards their time and fuel. That is a matter between you and them; Dumply does not charge it or collect it, but repeatedly cancelling on collectors who have set off will cost you access to the platform.
• If a collector does not turn up or does not do the work, do not pay them. Report it, and we will act on their account.

Because this is a service arranged for a specific date at your request, the standard 14 day cancellation right for distance contracts may not apply once the service has started. Your statutory rights are not otherwise affected.

If something goes wrong, raise a dispute from the job screen. An administrator will review the evidence, including the before and after photographs and your messages.

Because the payment is between you and the collector, Dumply cannot hold, refund or release money for you. What we can do is investigate, take the evidence into account, act on the collector's account, and help the two of you reach an agreement.

Treat collectors with respect. You can report or block a user from the app. Abusive, threatening or discriminatory behaviour will result in suspension.

Keep communication inside the app. Contact details in messages are automatically hidden, both to protect your privacy and to make sure there is a record if something is disputed.

Dumply is responsible for operating the platform, handling payments correctly and verifying collectors before they can quote. We are not the collector and we do not carry out the work.

The collector is responsible for the collection itself, including any damage caused to your property and for disposing of your waste lawfully. Collectors are required to hold appropriate insurance and waste carrier registration, which we check during verification.

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

How we handle your personal information, including location data during a collection, is set out in our privacy policy.

We may update these terms. If a change materially affects you we will tell you and ask you to agree again. These terms are governed by the law of England and Wales.

Email [email protected] or use the help and support section in the app.