Summary of the terms and conditions – November 2025
This summary is for guidance.
For full details, download the legal version (PDF, 226.32 KB)
1. Application
These terms apply to the Garden Waste Collection Service provided by Norwich City Council. By subscribing, you agree to these terms.
We may make minor changes to reflect legal or business requirements and will publish updates on our website. Major changes will need your agreement and will start from your renewal date.
2. The Service
- The service runs on an annual subscription basis for 12 months from the date you sign up (your start date) and renews automatically each year unless you cancel at least 6 weeks before renewal.
- Current charges: £65 for a 240-litre bin, £49 for a 180-litre bin.
- You can have more than one bin, each with its own subscription.
- Delivery and first collection may take 3–5 weeks after payment. You may receive a clean, previously used bin.
- If you don’t receive your bin within 7 days of your first scheduled collection, contact us. No refunds if you don’t report this.
- Bins must be clearly marked with your house number or name. Missed collections due to unmarked bins will not be refunded.
- Bin size changes can only be requested at renewal or up to 2 weeks before renewal. If you need a different size sooner, you must start a new subscription.
- The bin remains council property. Lost or damaged bins may be charged.
- If you share a bin with a neighbour, it must be marked with the paying household’s details and placed outside that property.
3. Payment
- Direct Debit: Existing customers can pay by Direct Debit before renewal. No discounts apply. If payment fails, the service may be cancelled.
- Invoice: Pay by the due date to avoid cancellation. Late payments may delay service.
- Use the correct invoice number when paying. Incorrect references may cause delays.
- If your subscription is unpaid, your bin will not be emptied. Crews will not return once payment is made.
- Only council-issued bins with a valid subscription will be collected.
- No refunds for missed collections caused by non-payment or cancellation partway through the year.
- The council may remove bins from your property if payment is not made.
4. Collections
- Put your bin out by 6am on collection day and no earlier than 6pm the night before.
- Bring bins back inside your property by 9am the next day.
- Report missed collections within 48 hours via our website. Reports after this will not be actioned.
- Crews will not return for bins that were not out on time, contaminated, too heavy, overflowing, obstructed, not council-issued, frozen or compacted inside.
- Only loose garden waste is accepted (grass, leaves, hedge trimmings, flowers, small branches, small fruit fall, dead plants).
- Do not put in: soil, stones, tree trunks, kitchen waste, plastic bags, paper/cardboard, pet bedding, DIY waste, or harmful plants (e.g. Japanese Knotweed).
- Overweight or contaminated bins will not be emptied. No refunds.
- No side waste will be collected.
5. Service disruption
- Severe weather, roadworks, or other issues may cause delays or suspension. We will post updates online. No refunds for missed collections due to these circumstances.
- No collections during Christmas and New Year (two-week break). Check your calendar for dates.
- Bank Holiday collections may change—check the My Norwich portal.
6. Moving house
- If you move within Norwich City Council’s area, you can transfer your service to your new address. Take your bin with you and notify us.
7. Bin damage
- We will replace bins damaged during collection unless caused by misuse or prohibited waste. If damage is your fault, you may be charged.
8. Legal information
- Your statutory rights are unaffected.
- This contract is between you and us only.
- We are not liable for indirect losses or delays outside our control.
- English law applies, and disputes will be handled by courts of England and Wales.
November 2025
