Garden waste subscription service

We have the right to amend any clauses in these terms and conditions.

The garden waste subscription service is available to domestic premises in the Medway area only. Business and commercial properties or activities are not eligible for this service.

The service is based on a weekly collection throughout the year, except for over Christmas and New Year when the service is suspended for all households.

The agreement begins from the launch date of the service in May 2025 until 31 March 2026 (year 1).

From 1 April 2026, you'll be able to enter into a new agreement for a full 12-month period.

Property eligibility

We have the right to decline or withdraw the service to any property if we cannot gain adequate or safe access. These properties would not be deemed eligible for this service.

The subscription payment may be subject to a partial refund if operational reasons prevent the service.

What you can put in your garden waste bin

The following items are accepted in your second garden waste bin:

• grass and hedge clippings
• garden prunings and weeds
• small branches (no more than 5cm across)
• dead plants.

View a full list of what you can and cannot put in your second garden waste bin.

Garden waste bins containing waste that is not accepted will be deemed contaminated and will be stickered and left by the crew.

When this happens, you'll need to collect the bin, remove the contaminants and re-present the waste for collection on the next scheduled collection day.

There will be no return visit for cancelled collections due to contamination or items not placed out at the agreed time and place by the resident.

Cost and payment

We have the right to change the subscription fee from 1 April each year. You'll be notified of the annual subscription fee prior to the annual renewal date.

We're unable to accept instalment payments for the subscription. The fee should be paid in full before the collection service can begin.

If you live in a rented property, you should agree arrangements for payment with your landlord or managing agent. We'll accept payment from either the occupant or the landlord of a rented property.

We're unable to provide any concessions for residents who receive a state benefit or pension credit.

Cancelling your subscription

You can cancel the service within 14 working days of subscribing and receive a full refund.

Your 14 day period starts the day after you pay for your subscription. If the 14th day is a weekend or bank holiday, it will end on the next working day. 

To cancel, you must tell us by phoning 01634 333 333. Our phone line is open Monday to Friday between 9am and 4pm.

You can still cancel the service after the 14 days, however you'll not receive a refund.

Collections

One subscription entitles the resident to a weekly collection of garden waste from one 240 litre brown wheeled bin with a coloured permit at a designated property.

Collections will start 3 weeks after you have paid for a subscription (for example on the third weekly collection day for your property).

You'll be given your start date in your confirmation email after you have paid. Permits and any bins requested will be received before the start date.

Permitted bins presented before the start date will not be collected.

Garden waste bins must be presented at the boundary of the property by 7am on the day of collection.

All garden waste bins must have the lid down and must be visible from the road, without any obstruction, away from hedges and walls.

After emptying, the garden waste bins will be returned to the boundary of the property. It's your responsibility to ensure that the garden waste bins are brought back onto the property the same day.

Permits

You're responsible for ensuring that your permit is correctly applied to your brown bin per the instructions on the back of the permit. 

We will not be held liable for any missed collections while the customer is waiting for the permit to arrive.

Permitted bins are only valid for and must be presented at the registered address. Permits cannot be transferred or refunded.

If you move house you'll need to re-subscribe at your new property and no reduction of the charge will be applied. If you move house part way through a collection season your sticker may be left until expiry for the benefit of the new occupants, but no refund shall be given in these circumstances.

If you move out of Medway you'll not be eligible for a refund for the agreement fee and the permit will remain registered to the property until expiry unless cancelled.

Permits for flats

In the case of blocks of flats or tenements, residents may choose to share brown bins.

Where one or more brown bins are required, one resident (the group customer) must be appointed to act on behalf of the group of residents sharing the brown bins.

The group customer will need to make an application for a paid permit for the shared brown bins and make the payment.

The group customer will be solely responsible for making the payment and ensuring that the terms and conditions are complied with by all residents included in the group.

Missing permit

If your permit becomes detached, defaced or lost, contact waste services for a replacement by phoning 01634 333 333. Our phone line is open Monday to Friday between 9am and 4pm.

Collections cannot be guaranteed until a replacement sticker is clearly displayed on your brown bin.

The replacement sticker may look slightly different to the original sticker issued to you at the start of your subscription, but it will still be valid throughout the year.

Bins

Garden waste bins are provided for the use of the customer but remain the property of Medway Council. Only a bin provided by Medway Council will be emptied.

Garden waste bins may not be new, but will be supplied in serviceable condition. You're responsible for the general condition and cleaning of the bin. 

Garden waste bins will be delivered within 10 working days from when you pay.

The bins remain the property of Medway Council and will be removed 10 working days after your subscription ends.

For your safety and the safety of the crews please ensure you do not overload the brown bin. Our collection vehicles will not lift bins that are too heavy so the collection will not be made. The excess weight must be removed and the bin presented on the next scheduled collection.

If a bin becomes damaged, lost or stolen, you'll need to make a request for a replacement bin to continue receiving the service. You can request a new bin if yours is damaged, lost or stolen online or by phoning 01634 333 333. We will not issue refunds for collections not completed while you're awaiting delivery of new or replacement bin.

All waste must be fully contained within the bin and the bin presented with the lid shut. The waste should be loose inside the bins, for example not in bags. Any excess waste on top or to the side of the bin will not be removed except for a real Christmas tree during the month of January.

Missed collections

You must report a missed collection no later than 4pm the day after it was meant to be collected. Any missed collection reported after this time will not be collected until your next collection day.

If your normal collection day is a Friday, we’ll return and collect your missed brown bin on the following Monday. Please ensure your brown bin is presented at the boundary of your property by 7am for when the crews return.

In exceptional circumstances such as extreme weather or other factors outside of our control, we reserve the right to vary or suspend the service without notice. If this happens, we'll publish service updates.

Assisted collections

Assisted collections are available on request.

If you already have an assisted collection for your free brown bin, you'll be eligible for a garden waste subscription assisted collection.

Request an assisted collection.

Our rights to make changes to a service

We have the right to withdraw or change the service, for example:

• during periods of adverse service disruption (for example extreme weather or equipment and facility unavailability)
• where health and safety or operational reasons prevent the safe collection of waste from individual properties.

You'll be notified if there are any changes to the service.