Estimate Collection Costs

Terms and Conditions


These Terms and Conditions apply to your use of the website and every order placed with We're passionate about our customers and making sure that you're happy and so the following sets out the terms and conditions that apply to your order in what we hope is a straight-forward and customer friendly way.

Our Contract with you

When you place an order, you are offering to buy services from us and we will send you an order acknowledgement. However, your order will only be accepted by us once we have collected the items from you. Until then we can decline to supply the services – we will try to ensure that this never happens but we do, however, reserve the right not to fulfil your order for any reason if, for example, we have made an error on the price. In these circumstances we will refund you any price you’ve paid to us. We reserve the right not to accept an order for any reason and we won’t be liable to you or anyone else in these circumstances.


We display our availability on the website and when you can have an item collected by us. Where we display the earliest available collection date prior to the checkout, postcode restrictions may apply.


You can find all prices on our website. All the prices we display include VAT.


You won't be surprised to learn that you can pay with more or less any type of credit/debit card. This includes Maestro, Delta, MasterCard or Visa card and we do all we can to ensure your details are secure. If there are any problems with receiving payment we'll let you know.


Please disconnect the appliance before we arrive, making sure that the item has been cleaned and is empty.

 We collect from most areas of the UK.

Collection will be made through our sister company, Expert Logistics Limited. Expert has a phenomenal success rate that we are very proud of and a will to deliver that we cannot fault. On the day of collection, we will text and email you a 3-hour timeslot. Please note that this is estimated.

 The products we collect are often big and heavy items to lift, so there will be certain occasions when we may be unable to get it out of your property. Lots of steps, narrow corridors, radiators and restricted parking are all things that may hinder our ability to collect.  We will attempt another collection if we believe that you have taken the necessary measures to allow successful collection, however we reserve the right to not re-attempt collection; in this case we will always give you a full refund.

 If you are a business then you must comply with the below section relating to hazardous waste:

 Unless you notify us in writing in advance of any collection, the item that we collect will not be treated as hazardous waste on collection. Please see here for further information as to whether your item may constitute hazardous waste. All customers will receive an email with a copy of a hazardous waste note. If you believe that your item constitutes hazardous waste then please complete three copies of this form, filling in the relevant sections. You will need to attach two copies to the item and keep the other copy for your records. You will also need to send us a copy of the completed form by email to or by post to FAO HZW Team, AO Recycling, Halesfield 15, Telford, TF7 4ER.

 You shall indemnify us against all liabilities, costs, expenses, damages and losses (including but not limited to any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other professional costs and expenses) suffered or incurred by us, our group companies or any director, manager, secretary or other similar officer, or any person who was purporting to act in any such capacity, arising out of or in connection with your failure to comply with the above paragraph or your other obligations under all environmental laws.

Collection Limitations

Occasionally something will happen out of our control that closes roads, like floods snow or other adverse weather conditions or things like, sporting events. In these circumstances we'll block any affected dates out of the checkout collection calendar. If you've already selected your collection date and you're affected, we'll contact you as soon as possible to arrange alternative collection options. We will do what we can, but can’t be held liable if we can’t fulfil collection due to reasons beyond our control.

Unfortunately, on the rare occasions where a collection is unsuccessful, we're not liable for costs incurred.

Track Your Order

Track Your Order allows you to view a live estimated collection window, an interactive map of where we’re up to and how many collections or deliveries we’re making before we get to you. You can use Track Your Order to change your collection date.


If you've placed an order and you’ve changed your mind, you’ll need to let us know before midday on the day before the collection date to receive a full refund. If you cancel any time after this we may only make a partial refund. Any refund will be made within 14 days of your cancellation.

To cancel a collection please call 01952 583 666.

If any collection has been carried out then you are deemed to have waived your cancellation rights and shall not be entitled to cancel.

Things Beyond Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms that is caused by events outside our reasonable control. Such events include any act, non-occurrence, omission or accident beyond our reasonable control and includes, in particular (without limitation), the following:

Strikes, lock-outs or other industrial action; or civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; or

Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster or adverse weather; or

Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; or

Impossibility of the use of public or private telecommunications networks

Our obligations under these terms are suspended for the period that such event continues, and we will have an extension of time to perform these obligations for the duration of that period. We will take reasonable steps to bring the event to a close or to find a solution by which our obligations under these terms can be performed despite the event.

Our Liability to You

Here at AO, we strive to deliver a great service to every customer. We also like to be honest and fair in all we do, so we acknowledge that sometimes mistakes happen. If a circumstance arises where we are accountable for a mistake, we want to ensure that we take full responsibility.

If, during the collection our team causes any accidental damage, we will repair this damage. However, we cannot repair any pre-existing faults or damage.

We do not exclude liability for the following heads of loss:

  • Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
  • Fraud or fraudulent misrepresentation.
  • Defective products under the Consumer Protection Act 1987.

Information About Us and How to Contact Us is operated by AO Recycling Limited, a company registered in England and Wales. Our company registration number is 05486613 and our registered office is at:

AO Recycling Limited,

5A The Parklands,



BL6 4SD. 

Our registered VAT number is GB945698169.

Our intention is to give you all of the information you need so you never need to call us. However, if you want to check something, change something, ask a question or simply find out about life in general then we have a team of people waiting to take your call on 01952 583 666

Alternatively, you can email us on or write to us at the address given above.

How We May Use Your Personal Information

We will use the personal information you provide to us to:

Provide the collection services.

Process your payment for such services.

Inform you about similar services that we provide, but you may stop receiving these at any time by contacting us.

You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.

Telephone calls may be recorded for training and monitoring purposes.

If you attempt to make payment but there is an error or delay in processing, we may use this information submitted to contact you to complete your order.

For further information, please see our privacy policy.


The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English courts.


If you have a complaint about you can contact us as follows:

By writing us a letter:

AO Recycling Limited
5a The Parklands

By calling us on 0344 324 9222

By emailing us on  and we'll get back to you within 48 hours. If you are not satisfied with the outcome of your complaint, you are also entitled to pursue alternative dispute resolution by referring your complaint to The Retail ADR, a certified Alternative Dispute Resolution Provider whose purpose is to resolve disputes between consumers and traders without having to go to court.

The contact details for The Retail ADR are as follows:

- Post address: The Retail ADR, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP

- Telephone number: 020 3540 8063

- Email address:

You may also be eligible to lodge your complaint to EU Online Dispute Resolution platform -