FAQ & Helpcenter

Answer by cahuu Team:

We are a central platform for services related to waste disposal, recycling, transport, and moving. The cahuu platform brings together supply and demand, simplifying the process for customers (demand) and carriers (supply) to be matched within our ecosystem.

We make it possible for services such as disposal, recycling, transport, and moving to be ordered in a few easy steps – with an innovative and intuitive platform.

It is our major concern and our task to ensure that this industry develops a sustainable, efficient, effective, and fair network involving all parties concerned.

The following parties are cleverly combined on our platform:

• Customers: who want to demand the services provided
• Carriers: waste disposal and transport companies that want to better utilize available capacities in their daily business
• Partnerships: public and private disposal and collection points, recycling companies, and companies aiming for ambitions in the Circular Economy sector

If you want to learn more about our mission, vision, and the name cahuu, you can find more information on this page.

Answer by Adriano from cahuu:

Yes, the use of the cahuu platform is free of charge for all users.

Fees are only charged if a selected service is carried out. Find more information in our FAQ.

Important: There are no additional costs for the customers after the order has been released.

Answer by Adriano from Manuel:

The services of cahuu are available in the following areas:

In all other areas, cahuu cannot guarantee processing at this time.

If you are unsure if we offer our services in your municipality, you can simply contact us.

Answer by Adriano from cahuu:

No, cahuu is not a second-hand platform. We offer disposal and transportation services, with additional services on request.

However, cahuu is often considered by users of second-hand platforms for disposals if no one wants to pick up the couch for free. On the other hand, cahuu can be used to transport goods from A to B if someone wants to pick them up and doesn’t have their own car or simply doesn’t want to do it themselves.

Answer by Adriano from cahuu:

Yes, all data of all users will always be treated confidentially according to our Privacy Policy.

Answer by Adriano from cahuu:

Yes, we also have a rating system. Customers and carriers rate each other after a job. So we want to make sure you always know what you are getting into.

Answer by Manuel from cahuu:

Our liability is precisely defined in the Terms and Conditions.

Answer by Adriano from cahuu:

There are practically no limitations regarding the disposal services at cahuu.

List of disposal services that can be ordered from cahuu:

• Disposal of all kinds of waste
• Furniture disposal
• Bulky waste disposal
• Small to large clear-outs of all kinds: apartment clearances, house clearances, basement clearances, attic clearances, office clearances, company clearances, warehouse clearances, hoarder clearances, household liquidations, and many more
• Small to large decluttering of all kinds: private decluttering, container decluttering, and many more
• Skip service: delivery and collection of disposal skips
• Repetitive recycling services: with the provision and collection of containers, skips, waste bins, and similar

If you are unsure whether we can dispose of your waste, please check our FAQ under the question “What can be disposed of with cahuu?”.

Answer by Adriano from cahuu:

List of materials or waste that can be disposed of with cahuu:

• Waste paper and cardboard: Newspapers, magazines, cardboard boxes, and similar materials.
• Green waste: This includes garden cuttings such as grass, leaves, branches, and other organic materials from the garden.
• Electronics (E-waste): Old electronic devices such as mobile phones, computers, televisions, and household appliances.
• Scrap glass: Empty glass bottles and containers.
• Construction debris: Construction debris includes bricks, concrete, masonry, tiles, ceramics, natural stones, asphalt, and construction steel that arise during construction, renovation, or demolition work.
• Bulky waste: These are larger items such as furniture, mattresses, sofas, wardrobes, and other bulky items with a length from 2.50 meters or a weight from 30 kg.
• Batteries and accumulators: Spent batteries and accumulators from various devices.
• Waste oil: Used motor oil and other oil-containing liquids.
• Old clothes / textiles: Clothing and general textiles such as carpets.
• Plastics: PET beverage bottles, HDPE milk and shampoo bottles, LDPE for films and plastic bags, PP for food packaging, PS for disposable tableware, PVC for pipes and window frames, and PC for electronic components, safety glass, and similar plastic materials.
• Styrofoam / Sagex: Styrofoam, also known as polystyrene foam, is a lightweight, insulating material used in packaging, construction applications, and as insulation.
• Household waste: This typically includes kitchen waste, packaging, paper, glass, plastic, and other waste generated in the household.

List of materials or waste that cannot be disposed of with cahuu without consulting cahuu GmbH:

• Chemical waste: Hazardous chemicals, paints, solvents, and other products.

If you are unsure, you can always contact cahuu.

Answer by Adriano from cahuu:

There are practically no limitations regarding the transport services at cahuu.

List of transport services that can be ordered from cahuu:

• General transports or deliveries from A to B
• Furniture transport
• Bulky goods transport
• Moves

If you are unsure whether we can transport your goods, please check our FAQ under the question “What goods can be transported with cahuu?”.

Answer by Adriano from cahuu:

With cahuu, essentially everything can be transported. Small items up to bulky goods and general cargo can be transported with cahuu.

The following goods are not allowed to be transported with the cahuu platform:

• Animals
• People
• Illegal goods
• Cash, foreign currency, and securities

If goods requiring authorization are to be transported, cahuu GmbH must be consulted.

See also according to the list from the Swiss Federal Office (here).

If you are unsure, you can always contact cahuu.

Answer by Adriano from cahuu:

There are no limitations regarding the moving services at cahuu.

List of moves that can be carried out with cahuu:

• Apartment move
• Company move
• Office move
• Private move
• Factory move / Warehouse move

If goods requiring authorization need to be moved, cahuu GmbH must be consulted.

See also according to the list from the Swiss Federal Office (here).

If you are unsure, you can always contact cahuu.

Answer by Manuel from cahuu:

Since our payment is processed through a third-party provider (Planet, formerly Datatrans), we can offer you all common means of payment:

• Mastercard
• Visa
• Twint
• Invoice (if needed)

Would you like to use a another method of payment? Then simply contact us.

Read the terms and conditions of our payment provider (click here).

Answer by Adriano from cahuu:

The following additional services can be selected during the creation of an order:

• Assembly
• Disassembly

Our range of services is continuously expanding. If you require further additional services (e.g., cleaning, carrying assistance, furniture lift), please contact cahuu under “Contact us”.

Answer by Adriano from cahuu:

For the pickup schedule, the following two aspects are relevant:

1. Does the client need to be on site to grant access to the building?

If the pickup location is not freely accessible, the client must be present at the pickup appointment – otherwise, the presence of the client is not necessary.

2. Scheduling the pickup (date & time)?

For scheduling the pickup, there are the following three options:

A. As soon as possible

B. Selection of multiple time slots within the next 48 hours

C. Setting a fixed appointment with a date and a time slot

With the cahuu platform, planning the pickup is very simple and efficient for our customers compared to similar providers. We accommodate our customers availability.

Answer by Adriano from cahuu:

For the delivery (in the case of transport orders), the following two aspects are relevant:

1. Is access necessary during delivery?

If the delivery location is not freely accessible, the client must be present at the delivery time – otherwise, the presence of the client is not necessary.

2. Scheduling the delivery (date & time)

For scheduling the delivery, there are the following three options:

A. As soon as possible

B. Selection of multiple time slots within the next 72 hours

C. Setting a fixed appointment with a date and a time slot

With the cahuu platform, planning the delivery is very simple and efficient for our customers compared to similar providers. We accommodate our customers’ availability.

Answer by Adriano from cahuu:

At cahuu, we only have fixed prices with the highest price reliability – you decide what fits within your budget!

To support this, we offer clever guidance (price range) for our customers to prevent dumping prices in the waste disposal and transport market.

The guidance for our customers works as follows:
During the creation of an order, a price suggestion is calculated by our price algorithm, which is based on historical data (completed orders) from the cahuu platform and additional parameters like transport distance, environmental factors (fuel costs), and supply and demand. Our algorithm is continuously optimized (learns) and thus aligns with the usual market conditions.

Don’t worry, we handle this complexity in the background of our platform, significantly simplifying our customers lives with our price calculation.

Important: no additional fees will be charged to you after you have confirmed the price during order creation.

Answer by Adriano from cahuu:

You can view your orders at any time and see the current status in real-time. It is always possible to change or delete an order, as long as it has not yet been accepted by a carrier.

Once an order has been accepted by a carrier, possible fees may apply for the cancellation initiator. Please check our Terms and Conditions. for this.

Note: The cancellation conditions are necessary to protect our carriers and our customers, ensuring that orders are considered binding and a sustainable ecosystem is guaranteed.

Answer by Manuel from cahuu:

If an order has been on the platform for more than 48 hours without anyone accepting your order, the cahuu team will review the order and contact you directly if there are any questions.

The following reasons can cause your order not to have been accepted yet:

• The order information does not match the actual conditions, which can affect our pricing model.
• No carrier is available for the specified scheduling.

Ensuring reliable and proper processing of orders is a top priority at cahuu.

Response from Adriano at cahuu:

No, there are no additional fees – the confirmed order value is considered a flat rate. Any disposal fees (e.g., for bulky waste) are directly included in the price.

Note: The amount always refers to the specified information (uploaded images) in your order. Therefore, it’s important that everything is disclosed when creating the order.

Answer by Adriano from cahuu:

Yes, insurance is provided by our carriers through their public liability/business liability insurance.

See the legally valid definitions in the event of possible damages in our Terms and Conditions.

Answer by Adriano from cahuu:

You have published an order and receive an e-mail with the subject “Order canceled due to missing limits”.

What exactly is the problem?
Our carrier wanted to accept your order for processing, so the payment amount for the order is provisionally debited to your payment method. If the available credit on your payment method is less than the payment amount, the order is automatically canceled.

Example: the payment amount for the order is CHF 100, but your payment method only has a credit balance of CHF 80.

How can I have my order processed successfully?
A payment method with sufficient credit is required so that we can process your order.

You can change your payment method with the following steps:
1. log in with your account at: https://app.cahuu.ch/mycahuu
2. select “Payments”
3. delete your current payment method
4. deposit a new payment method with sufficient credit

You can then create your order again within 3 minutes. Your order will then be accepted as quickly as possible and processed according to your details.

If you have any further questions or uncertainties, please do not hesitate to contact us at any time.

Answer by Manuel from cahuu:

Simply create an account on our platform. In just a few minutes you can get started. This will give you access to the order dashboard.

Important: In order to accept orders, you need to fill out the KYC form (Know Your Customer; legal requirement).

Link to the KYC form (click here)

Answer by Manuel from cahuu:

As a platform with payout mechanisms, cahuu is required by law to have carriers go through the KYC process.

Explanation KYC: KYC (Know your customer) is a company’s process of verifying the identity of its customers in order to mitigate potential risks related to compliance, money laundering, terrorist financing and other compliance-related threats.

For more information: click here

Answer by Manuel from cahuu:

First of all, you need to register on the cahuu platform. In order to accept orders, you need to fill out the KYC form.

In addition, it is a prerequisite that you have a business liability insurance (as a company) or a liability insurance (as a private person). Reason: to cover any damage that may occur during the execution of an order.

If you have any questions or uncertainties, please contact us.

Answer by Manuel from cahuu:

Scheduling is done via the order on the platform. Please note that any confirmed collection and delivery dates (including fixed dates) must be strictly adhered to.

Important: Only accept orders that you can actually carry out.

Answer by Manuel from cahuu:

Our goal is to optimise/improve any material cycles and transport capacities. We work together with collection points, recycling companies and various organisations to build a sustainable and efficient network.

Simply contact relations@cahuu.ch and we will get in touch with you.

Answer by Manuel from cahuu:

No. Anyone can become a partner of cahuu.

Answer by Manuel from cahuu:

Just contact us at relations@cahuu.ch and we’ll get back to you.