Terms and conditions
We collect from homes, not businesses
We only collect bulky items from residential properties and not from businesses.
If we think you may be using the service for business purposes, we have the right to investigate if this is true. We have the right to refuse this service to you in future if we find you're using the service for business purposes.
Only 3 individual bookings per home can be accepted for any one collection day. If you make more than 3 bookings, any items from those bookings will not be collected and you'll still be charged.
When we collect
We'll collect your items at any time between 7am and 5pm on the collection date agreed with you during booking (Monday to Friday only).
We have a limited number of standard collection day slots, which are available on a first come first served
Two different vehicles will be sent out to collect metal and non-metal items. This means some items may be collected before others.
Items we collect
We only collect items that are too large to fit into a normal rubbish bin and are heavier than 25kg.
The items we collect are listed on our website and within the booking form. If an item is not on the list, we cannot collect it.
We'll only collect items you selected during booking. Any other items placed outside the front of the property will not be taken. You can book up to 3 items per collection.
Cost and payment
Subject to availability, each household can book one free standard bulky waste collection (up to 3 items).
You'll be made aware of your eligibility for a free collection when you book. You then have the option to make a free booking or proceed to pay,
Any additional bookings made will need to be paid for.
Free allocations are issued on a per property basis. If you believe there is an issue with your free allocation,
There are 2 different types of collection you can choose from. These are subject to availability on a first come, first served
- standard: a collection on the same day as your weekly rubbish collection (50 available per day)
- express: a collection on any available weekday (5 available per day).
Both options are collected by the same crews.
Express bookings need to be limited to enable all collections
If on a given day, 50 standard bookings have been allocated, our system will offer an express collection if
These collections have 2 different prices. You must pay the full amount by credit or debit card at the time of booking.
Place and time you should leave your items
Residents in kerbside properties, such as houses and bungalows, should leave items at their usual waste collection point by 7am on the day of collection.
Residents in flats with communal bin stores should leave items in a publicly accessible location outside the bin store. This location must not prevent entry to the store.
If you’re not able to leave your items at your usual waste collection point, it may be possible to arrange an alternative location nearby. This is as long as it’s at ground level and the items can be collected without obstruction.
We cannot carry items up or down steps to bring them to our collection vehicles. We cannot go into your home to collect items. Items can only be collected at the kerbside.
If you do not leave your items outside by 7am or in the agreed location, we will not be able to collect them, and you will not be refunded.
Rearrange a collection
You can rearrange your collection online or by calling 01634 333 333. Our phone line is open Monday to Friday between 9am and 4pm. Please phone us no later than 3.30pm to finish a booking.
You must change any booked and paid-for collections by 4pm the weekday before your items are
Any booked free collections that are not
For example, if your collection is booked for Monday you'll need to notify us no later than 4pm on the Friday before your collection.
Cancel a collection
You can cancel a collection online or by phoning 01634 333 333. Our phone line is open Monday to Friday between 9am and 4pm. Please phone us no later than 3.30pm to finish a booking.
You must cancel any booked and paid-for collections by 4pm the weekday before your items are
Any booked free collections that are not
For example, if your collection is booked for Monday you'll need to notify us no later than 4pm on the Friday
Add, change or remove an item from your collection
If you selected only one or 2 items when you booked, you can add more (up to a maximum of 3 items overall). This is as long as you do it before 4pm the weekday before your collection is due to take place.
You can also change your items or remove them from your booking by 4pm the weekday before your collection is due to take place.
After this time, you will not be able to make any changes. You'll need to book and pay for another collection on a different date.
For example, if your collection is booked for Monday you'll need to notify us no later than 4pm on Friday.
To add, change or remove an item from your collection, phone 01634 333 333. Our phone line is open Monday to Friday between 9am and 4pm. Please phone us no later than 3.30pm to finish a booking.
If we do not collect your items
If your items were placed outside by 7am and in the correct place, but they were not collected, please let us know by 3pm the day after and we'll give you a refund.
Please leave missed items out overnight as they may be collected early the next
We will not return a second time for items taken in and not presented by 7am the day after your booked collection.
If you do not let us know by 3pm the day after your items were supposed to be collected, you will not be refunded.
We cannot refund costs for items that were not present at the collection time or if they were disposed of another way. We'll not collect alternatives unless advised by 4pm 2 weekdays before the original collection was booked for.
Delays outside of our control
If we do not collect your items by 5pm on your collection date, because of an event outside of our control, we’ll contact you as soon as possible to let you know. We'll also take all the steps possible to minimise the delay.
We’ll speak with you to arrange the next best possible date for collection if we’re unable to collect your items due to:
- bad weather
- staff sickness
- travel problems.
If there’s a risk that your collection will be significantly delayed, we'll give you a refund.
Refunds
Your rights to a refund depends on whether there’s anything wrong with our service and when you decide to ask for a refund.
We’ll refund you if:
- we have told you about an upcoming change to this service, or these terms and conditions, that you do not agree to
- we have told you about an error in the price or description of the service and you do not wish to proceed
- there’s a risk your collection will be significantly delayed because of events outside our control
- we're at fault. If there’s a problem, make sure you tell us by phoning 01634 333 333
- you change your mind within 14 days of booking a collection.
You do not have a right to change your mind about a collection once it has been completed. We cannot replace your items and we will not give you a refund.
Request a refund
To request a refund, phone 01634 333 333. Please provide your name and details of the booking, including your reference number.
How we’ll refund you
We'll refund you by the method you used for payment. For example, if you paid by a debit card, we'll put your money back on to this card.
When we’ll refund you
We’ll make refunds as soon as possible, but refunds must be made within 14 days of your request.
Deductions from refunds
There are certain occasions where we have the right to deduct an amount of money from any refund. This will be if:
- you fail to cancel a collection before 4pm the day before it’s due to take place
- you fail to rearrange a collection for another date before 4pm the day before it’s due to take place.
Our rights to make changes to a service
We have the right to change the services we offer and the cost of these services at any time.
Any changes to cost will not apply to bookings already made before the changes come into effect.
Your personal information
We’ll protect your personal information and use it in-line with our privacy policy.