Terms and conditions

Garden waste collection service

Signing up for the service 

1. The garden waste collection service is a pay in advance service costing £65 for a 240-litre brown wheelie bin or £49 for a 180-litre brown wheelie bin. The service is an annual subscription and runs for 12 months from your service date. No refunds will be given if the service is cancelled part way through the subscription year. Each home may have as many brown bins as they need, at the cost of annual charges per bin.
2. Details of your first collection date will be provided upon your new service request and payment. Delivery of a bin and commencement of your collections may take three to five weeks following your payment. If you do not receive your brown bin within seven days of your first collection date, please contact us. No refunds will be provided if contact has not been made with us as above.  
3. Your garden waste bin must be clearly marked with your property number or name to allow crews to easily identify your bin. Not following this advice may result in missed collections. No refund will be given in these circumstances.
4. The size of your garden waste bin cannot be changed part way through your subscription year, this can only be requested at the time of your annual renewal. An additional separate subscription can be requested and set up if a different bin size is required before that time. Anyone requesting to change to a different bin size may receive a pre-used bin which will be provided clean and in a useable condition. The subscription charge is for the garden waste collection service not the bin provided.
5. If a garden waste service is shared by neighbours, the person paying for the service must have their house number or house name clearly marked on the bin. The bin must be presented outside of that address for the collection. Not following this advice may result in missed collections. The contractor will not be expected to return to empty your bin and no refunds will be given in these circumstances. 

Payment

1. Existing customers can sign up to pay by direct debit in advance of their renewal date, £65 for a 240-litre or £49 for a 180-litre brown wheelie bin.
2. If you have an existing garden waste service and receive an annual invoice, payment of the renewal fee will be required by the due date for the service to continue. You must not set up a new garden waste service at your address. If payment is not received by the due date, we will cancel your service and arrangements will be made to collect the brown bin. No refund will be given in these circumstances. 

Collections

1.  Your garden waste bin must be presented by 6am on the day of your collection but no earlier than 6pm the evening before. If your bin is not presented when the contractors arrive, they will not return until your next collection is due and no refund will be given. After your collection, please return your bin to the inside of your property boundary by 9am the next morning.
2. If your garden waste bin is presented inline with the terms and conditions and is missed by the contractors, you must report the missed collection within 48 hours. The contractors will not return for missed collections reported outside of this time and no refunds will be given.  
3. If your garden waste bin is missed by the contractors, but was presented inline with the terms and conditions and reported within 48 hours of the missed collection, the contractors will endeavour to return to empty your bin. No refund will be given for missed collections.
4. Only permitted loose garden waste contained within the bin will be collected. Contaminated bins will not be emptied and the customer will be notified of the issue. The bin will not be emptied until the next collection day providing the contamination is removed. Repeated contamination of your garden waste bin will not be tolerated which will result in your service being cancelled. No refunds will be given in these circumstances.
5. Bins that are too heavy for safe handling and emptying will not be emptied. Customers will be notified of the issue. The bin will not be emptied until the next collection day providing the weight of the bin is reduced. It is the responsibility of the customer to reduce the weight. No refunds will be given in these circumstances.
6. For safety reasons the bin lid must be closed. Overflowing bins will not be emptied. No refunds will be given in these circumstances. Additional garden waste placed at the side of your bin will not be taken by the contractors. 

Changes to the service

1. The service may be suspended during periods of inclement weather and it may not be possible for missed collections to be collected later due to operational reasons. No refunds will be given in these circumstances.
2. There will be no collections over the two-week Christmas and New Year period. If you are unsure about your next collection day, please refer to your collection day calendar on My Norwich  
3. Your collection day will change if there is a bank holiday in the week of your collection. Please check your revised collection day on My Norwich or contact us.

The circumstances under which refunds for unsuccessful collections are not given are not limited to those detailed above.