Terms of Service

What you are agreeing to when you book a job: the price, cancellations, what happens on site, and how a claim works.

These terms govern your use of GoneSquad. By booking a job, you agree to them.

Who you are dealing with

GoneSquad is a service of Carfuze Incorporation, a California corporation, at 3201 Skyway Court, Fremont, CA 94539. "We", "us" and "GoneSquad" in these terms mean Carfuze Incorporation.

GoneSquad connects you with an independent hauling business and handles the booking and payment. The work itself is done by that hauler, under an agreement between you and them. We are not the hauler and we do not carry out the removal. Each hauler runs their own business, supplies their own truck and crew, carries their own insurance, and decides which jobs to take.

What we are responsible for is set out in these terms: the price we quote you, taking payment, putting the job in front of haulers, and the guarantees in sections 1 and 5.

Contact: support@gonesquad.com.

1. Who can book

You must be 18 or over to book, and the address must be in an area we serve. If you are booking for someone else — a parent, a tenant, a client — you are telling us you have their permission, and these terms apply to you.

2. Our guarantee

Item quotes are a single flat, all-in price for the work described — no hidden fees, no surprise add-ons. If the job turns out to be bigger or heavier than described, your hauler may ask for more once they are on site, with a reason and a photo. Nothing extra is ever charged without you approving it first — the price never changes without your OK.

The rules below apply to every job:

• A customer books a job. We place a hold on the card for the quoted total and take payment only after the work is done. Nothing is charged at booking, so a cancellation releases the hold rather than refunding a charge.
• A job is cancelled less than four hours before its scheduled start. It counts as a late cancellation, which carries a fee or a strike depending on who cancelled.
• The customer cancels a booked job late. A late cancellation fee is charged and paid to the hauler, who had held the slot and turned down other work.
• The hauler cancels a job they accepted, late. The customer is not charged and the job is offered again urgently. The hauler receives a reliability strike, not a fine.
• The hauler arrives and cannot work because nobody is home, access is blocked, or hazardous material was not declared. A call-out fee is charged to the customer and paid to the hauler for the wasted trip.
• A hauler proposes extra charges on site. They must give a reason, an itemised description and a photograph. The customer approves the specific item, never a bare number.
• The customer declines the extra charges. The hauler does exactly what was quoted and leaves the rest, or the customer may cancel at no cost. Neither side pays a penalty for disagreeing.
• A hauler accepts a job and never arrives. The customer is not charged and is rebooked with priority. The hauler receives a reliability strike.

3. Payment

Payment is due in full at booking. We accept major cards, processed securely by Stripe; GoneSquad never sees or stores your full card number. We collect payment for the job and pass on the hauler's share to them.

4. Changes once we are on-site

If your job needs more than what was quoted — extra items, difficult access — we will text you the price difference before any additional work is done. We only charge the card on file for that difference after you approve it by reply, never automatically.

5. Cancellations and rescheduling

We do not charge your card when you book. We place a hold on it and only take payment after the work is done, so cancelling early costs you nothing at all: the hold is released and no money ever moves.

• Cancel four hours or more before your scheduled start: free. Nothing is charged and we release the hold.
• Cancel less than four hours before your scheduled start, or after your hauler has already set off: $45. It goes to the hauler, who held the slot or made the trip and turned down other work — GoneSquad keeps none of it. These are not two separate charges: whichever applies, or even if both do, you pay $45 once, never $90.

Rescheduling four hours or more before your scheduled start is free, but it is a request rather than an instant change. Inside four hours, a reschedule is treated the same as a cancellation and the $45 fee applies. We ask your hauler first, and if they cannot make the new time we look for someone who can. Your original appointment stays booked the whole time, so you are never left without one — if we cannot fill the new slot, you simply keep the old one. We text you either way.

If the job cannot be done as described once the hauler arrives — it turns out to be something that cannot be taken, or will not fit — the same $45 applies and the rest of your hold is released. If you would rather they took what you originally paid for instead, they will do that and there is nothing further to pay.

6. Our-fault guarantee

If we no-show, send wrong information, or a hauler fails to complete your job, you get an automatic 100% refund — no questions asked, no fee.

7. Ownership of items

Ownership of any item you have removed transfers to the hauler the moment it is loaded onto the truck. Once picked up, items cannot be returned. You confirm that the items are yours to dispose of, or that you have permission from whoever owns them.

8. Prohibited items

We cannot take hazardous materials: paint, chemicals or solvents, tires, or propane tanks. These will be declined at pickup. Items like mattresses, CRT monitors and TVs, and refrigerant-containing appliances are accepted with a disposal surcharge shown at quote time — they are not declined.

Heavy material is quoted separately. Dirt, concrete, brick, tile, stone, and roofing are priced by weight rather than volume, so they are not part of a standard job. If your load contains them, tell us when you book and we will quote it as its own job. Where they turn up unannounced on site, your hauler may take the rest of the load and leave those items, or quote the extra before doing any additional work — never after. Boats, trailers and campers we do not take at all.

9. Service issues and claims

We check in within 24 hours of your job to confirm everything went as expected. Tell us as soon as you can, and in any case within 14 days of your service date.

Tell us within the first 24 hours and we can still hold the money. Your hauler is not paid immediately — their payment sits with us for a day after the job. While it is still with us we can hold it, and refund or credit you directly.

After that the money has gone to the hauler, and what we can do changes. We will pass your claim to them, give you both the photographs and messages from the job, and help you reach them. Every hauler on the platform carries at least $1,000,000 of liability insurance for exactly this, and a claim for damage goes to that policy.

Because the work is done by an independent hauling business, a claim about the work is between you and that hauler. We do not decide who is at fault, and we are not an insurer.

10. Text messages

Our service runs on text messaging. When you book a job, submit our quote form, or text us first, you agree to receive service-related text messages from GoneSquad about that job — booking confirmations, your hauler's assignment and arrival, completion photos, and messages from your hauler.

Message frequency varies with your job activity. Message and data rates may apply. Reply STOP to any message to opt out, or HELP for help. Carriers are not liable for delayed or undelivered messages. These are transactional messages about a job you booked; we do not send marketing texts.

How we handle the information in those messages is described in our Privacy Policy.

11. What you are telling us

When you book, you are telling us these things are true, and we rely on them:

• The items are yours to get rid of, or you have permission from whoever owns them.
• You have told us about anything dangerous. Asbestos, mould, needles, human or animal waste, anything leaking, anything from a fire or a flood. If it is in the load and you have not said so, your hauler may refuse it, and the wasted-trip fee in section 5 applies.
• You have told us about anything that makes the job harder than it looks — no lift, a long carry, a locked gate, an animal, a neighbour's wall.
• Somebody 18 or over will be there, or you have arranged access, and the property is safe to work in.

If something in the load turns out to be different from what you described, your hauler decides on the spot what they can safely take.

12. What we are responsible for, and what we are not

We provide the platform as it is. We do not promise it will always be available, that a hauler will always be found, or that a job will happen at an exact minute. We make no warranties beyond what this document says and what the law requires of us.

We are not responsible for the work itself. The removal is done by an independent hauling business under the agreement between you and them, described in section 9.

A limit on what we owe you. If we are found liable to you for anything arising out of these terms or your use of GoneSquad, our total liability is limited to the greater of what you paid us for the job in question, or $100.

We are not liable for indirect losses — lost income, lost time, the cost of arranging something else, or damage that follows on from the original problem rather than being it.

None of this limits anything that cannot be limited by law. California does not permit a business to exclude liability for its own fraud, for wilful injury, or for breaking the law, and this section does not try to.

13. When you agree to give up unknown claims

Where you settle something with us, that settlement covers claims you know about and claims you do not.

California Civil Code section 1542 says a general release does not extend to claims a person does not know about at the time, which would materially affect their settlement. Where you settle with us, you knowingly give up that protection for claims connected to the matter you settled.

This applies only to a settlement you actually agree to. It does not take away your rights before then.

14. If you and GoneSquad disagree

This section is about disagreements with us. A disagreement about the work itself is with your hauler — section 9.

Tell us first. Before either of us starts anything formal, write to support@gonesquad.com and give us 30 days to put it right. Most things end here.

Arbitration. If that does not work, a dispute between you and GoneSquad will be decided by binding arbitration before a single arbitrator, administered by the American Arbitration Association under its Consumer Rules, in the county where you live or remotely — your choice.

Individually. You and we each give up the right to bring or take part in a class action, a collective action, or a representative action, and the arbitrator has no power to hear one. You and we each give up the right to a jury trial.

California representative claims. If you bring a claim under the California Private Attorneys General Act, your individual claim is arbitrated. If a court decides the representative part of that waiver cannot be enforced, that part goes to court instead of arbitration, and the rest of this section still stands.

You can opt out of arbitration, and it costs you nothing. Within 30 days of first booking, write to support@gonesquad.com with your name and a clear statement that you are opting out of arbitration. We will not treat you any differently for it — not a worse price, not slower service.

Who pays. If your claim is for $10,000 or less, we pay the filing fee and the arbitrator's fees, unless the arbitrator decides the claim was frivolous. Above that, the AAA rules decide. Each of us pays our own lawyer unless the law says otherwise.

Many similar claims at once. If 25 or more claims of substantially the same kind are filed against us by or with the same lawyers, they will be handled in batches under the AAA's rules for that, with the time limits paused while the batches proceed.

What is not arbitrated. A small claims case brought individually, and an application to a court to protect intellectual property. Nothing here stops you complaining to a government agency.

Nothing here stops you leaving a review. California law protects your right to say what you think of a business, and we would not take it away even if we could.

15. How you use GoneSquad

Use it to book junk removal and nothing else. In particular, do not:

• Book a job you do not intend to have done, or book to hold a slot you are not going to use.
• Mislead us about what needs taking, where it is, or who owns it.
• Treat a hauler badly. Abuse, threats, harassment, or discrimination of any kind ends the job on the spot and may end your access.
• Try to take a hauler off the platform — hiring them directly for work you found here, or paying them outside GoneSquad.
• Interfere with the service — scraping it, breaking into it, or using it to send anything unlawful.

16. Photographs and our content

The photographs you send us — of your items, for a quote — stay yours. You give us permission to use them to quote the job, to run it, and to resolve a dispute about it. We will not use them for advertising without asking you first.

The photographs your hauler takes before and after the job belong to them; they let us keep and use them for the same purposes, and you can see the ones from your own job.

Everything else on GoneSquad — the name, the logo, the site, the words on it — is ours, and using it without permission is not part of what these terms allow.

17. When we stop serving somebody

We may refuse a booking, cancel one, or stop serving you if you break section 15, if a hauler is not safe at your property, if we cannot verify who you are, or if we are required to.

If we cancel a job you have paid for and you have not broken these terms, you get all of it back. If we end things for something in section 15, you still get back anything you paid for work that was not done.

18. Doing business electronically

Booking, approving an extra charge by text, and accepting these terms all happen electronically. You agree that we may do business with you electronically, that a click or a text reply counts as your signature, and that we may give you notices, receipts and changes to these terms by email, text, or on the site.

You can ask for something on paper by writing to support@gonesquad.com.

19. Things that come up in every agreement

California law governs these terms, and where a court is needed it is a court in Alameda County, California.

We may transfer this agreement to another company if our business is sold or reorganised; your rights do not change. You may not transfer yours without asking us.

Neither of us is responsible for things genuinely outside our control — a storm, a fire, a strike, an outage, an order from a public authority.

If any part of this cannot be enforced, the rest still stands. If we do not enforce something straight away, we have not given it up.

These terms, together with our Privacy Policy, are the whole of what is agreed between you and GoneSquad.

20. Changes to these terms

We may change these terms. Every version is kept, and when we change them we publish a new version with the date it takes effect and a plain description of what changed.

A change never reaches a job you have already booked. The version you agreed to when you booked is the version that governs that job, whatever we publish afterwards. You will see the current terms, and agree to them, the next time you book.

Older versions stay available, so you can always see what applied when you booked.