Customer Help

CREATING A LISTING

1. How do I create a listing?

   To create a listing, our app and online form asks you complete the following key fields:

   • • Photos (video) - clear photos are the most important part of your listing. If you are using the app, then you will also be able to takea short video.  This is always worth doing as it is the easiest way for collectors to assess your job.
     • Summary - just a few words about what the job is. More detail can be added later. This is the headline collectors see when they get notified about a new listing
     • DIY /builder waste -  does your waste contain things like rubble and bricks?  Collectors need to know this because heavier waste cost most more to dispose of and this sort of waste is heavier than general bulky junk.
     • Reusable? - only select this if you think someone really would like to use ALL of your item(s) again. It means reuse partners get notified about your job too. Please don't tick if it is not reusable but because you think it will reduce the price.... it won't, it will just annoy collectors
     • Load size - be as realistic as possible. If you don't think your junk could fit into a small car, please don't say it can.
       • Large: if it's much more than 1 van load, we strongly recommend creating more than one listing, as it is very difficult for collectors to estimate disposal cost and labout for larger jobs than this
     • Address - we need your address so we can notify collectors who operate in your area. Don't worry, just your postcode area (eg. SW12) shows in the listing. Your full postcode and address is only shared with the collector with whom you get matched.
     • Collection time slot - choose a date and time slot that works for. Normal working hours on a week day is more popular with collectors than out of hours time slots. And so is AM, PM or Anytime, rather than a 2 hour slot because it provides them more flexibility in their route planning.
     • Description - be as precise as possible. Collectors lots of detail and a clear description

   For more tips and guidance on creating a great listing click here.

2. How far in advance can I book a collection?

   You can book a collection anytime within the next 7 days (including weekends).

3. Do you charge listing fees?

   No. LoveJunk is free to use. There is no charge to list a job. Card processing fees and our admin charge are deducted from the amount paid to the collector. If a reuser collects your job for free, there are no charges at all!

4. How much will I pay for a collection?

   Price depends on size and type of junk, condition and reusability, ease of loading, pick up day and timeslot flexibility. Visit our Job Gallery and filter by junk type for prices of similar jobs to yours.

MANAGING THE LISTING

1. Can I cancel my listing once it is published?

   You can cancel a listing at any time before it is accepted by a collector. You will not be charged. However, once your listing has been claimed by a collector, you can only cancel the job if the collector fails to turn up within the agreed time slot. If you need to amend the collection time or the listing details after a collector has claimed the job, contact them by tapping “Contact Collector” in the listing. If you’re unable to reach the collector, click on the three dots at the top right corner of the screen to report the issue. 

2. Can I edit my listing once published?

   If you would like to edit any part of a listing, click the 'Cancel or Edit' buton in the listing. If your job has already been claimed by a collector and you need to change some details, the best thing to do is contact the collector and discuss what you would like to change.

3. What if I don't accept any collector offer?

   If you don't accept an offer before the start of your specified collection time slot, your listing will lapse. You will not be charged.

5. Do I need to be at the pick-up location for the collection?

   No. You do not need to be present provided the junk is easily accessible in front of your property and clearly identifiable.

6. How do I get in touch with the collector?

   Once a collector has accepted your listing a “Contact Collector” button appears on your listing page. Just tap on it to get in touch.

7. Should I exchange contact information with the collector?

   No, there is no need to share personal contact information. You can message and call each other securely and privately via the LoveJunk messaging system.

8. My collector is late or didn't show up, what do I do?

   If your collector does not arrive within the agreed time slot, contact them via the Contact Collector button to see what's going on. Hopefully it's just one of those things and your collector is caught in traffic. If you are unable to connect, click on the three dots at the top right corner of yur listing to report the issue.

9. When do I mark a collection as complete?

   Once your junk has been removed, your collector will log their collection in the app. This triggers a request to you to confirm the collection has happened and release payment to the collector. Please do so as soon as possible, so the collector can get paid promptly and we can log that the job has been completed satisfactorily.

10. The collector marked the collection as done, but the junk is still here

    Do not confirm the collection and report the issue to us using the three dots at the top right corner of the listing screen. 

DISPOSAL

1. Where does my junk go?

   All waste is disposed of at licensed commercial recycling facilities or passed on for reuse. As part of using the LoveJunk platform the collector is obliged to record which recycling centre your waste is taken to and the details of that disposal facility show in the Waste Documentation that you can access once the collection is complete.

2. How much is recycled?

   On average 98% avoids going to landfill. Exact recycling percentage depends on the mix of waste collected and the recycling facility used and is detailed on your waste documentation.

3. Are collectors licensed waste carriers?

   Yes. Every waste collector on the LoveJunk platform has a verified waste carriers license issued by the Environment Agency or Scottish Environment Agency (SEPA).

PAYMENTS

1. When is payment taken?

   Payment is taken after collection once you confirm the collection has been done.  

2. How do I pay for the collection?

   Payment is made online through the LoveJunk platform. LoveJunk does not support cash transactions.

3. What is LoveJunk’s service fee?

   20% of the Collection Price is deducted to cover the card processing fees charged by our merchant payment provider Stripe, the LoveJunk service fee, and VAT. The collector receives the remaining 80% for undertaking the collection. LoveJunk does not charge anything for reuse collections by JunkLovers.

4. Can I tip my collector?

   Yes, you can tip collectors, but only directly. Unfortunately, you are not able to tip the collector through the app at this time. 

5. Do I get a receipt for my collection?

   Yes. This is emailed to you after payment. You can also find a copy attached to the listing, by using the hamburger menu button on the top left and clicking on “My activity”. All current and completed jobs show up there.

6. My receipt is incorrect, what do I do?

   Click on the three buttons at the top right corner of the screen to report the issue. 

TRUST AND SAFETY

1. How do I leave a review?

   You will be prompted to review your collector after you confirm your collection has happened.

2. Do collectors see my contact information or full address?

   No. Collectors do not see your contact information or full address unless they accept your collection. These details are only visible to your collector prior to collection. They cannot be viewed once the collection is complete.

ABOUT LOVEJUNK

1. How does LoveJunk work?

   LoveJunk is an online marketplace that connects people with junk to nearby licensed waste businesses and reusers that can remove it. When you create a listing, we notify all the collectors registered on the platform that operate in the area and the first to claim the job, gets the work. Agreeing price and collection time, recording pick-up and disposal, communication, and releasing payment is all via the app. Ensuring the whole process is low cost, safe and secure, and environmentally responsible.

DELETING AN ACCOUNT

1. How do I delete my account?

   If you'd like to delete your LoveJunk account, email us at [email protected].  We’ll remove your details right away.

Additional Information

You may also be interested in these related articles:

• How to create great listings
• Hazardous waste we cannot collect