If a collection is missed and your bin was left out for collection (in line with these terms and conditions) then the council will instruct the collection contractor to endeavour to return and empty your bin as soon as possible. No refunds will be given for missed collections.
If you have an existing garden waste service and receive an annual invoice, you must pay this invoice and not set up a new garden service at your address, collections could be disrupted as a result. There will be no refunds and the contractor will not be instructed to return to collect your bin in the situation of a missed collection as above.
This is a pay in advance service costing £65 for a 240 litre or £49 for a 180 litre brown wheeled bin per year, for a fortnightly collection of garden waste. Each home may have as many brown bins as they need, for the annual charges per bin.
Your bin should be clearly marked with your property address to allow for crews to easily identify your bin. 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 provided in these circumstances.
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.
As with all wheeled bin collections, please make sure that your bin is left out by 6am on your collection day – if you do leave the bin out on the night before collection, please don’t leave it out before 6pm.
There are no collections over the two-week Christmas and New Year period. Please refer to your collection day calendar on My Norwich if you are unsure about your collection day.
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.
No refunds or part refunds will be given if the service is no longer required or you downsize your bin after your current service renewal date. If you no longer wish to participate in this service then arrangements will be made to collect the brown bin.
The service may be suspended during periods of severe weather. For operational reasons it may not be possible for missed collections due to severe weather to be collected at a later date. No refunds will be given if the service is suspended due to severe weather.
Payment of the renewal fee will be required by the due date in order for the service to continue in subsequent years. If payment is not received by the due date we will assume that you no longer require the service and arrangements will be made to collect the brown bin.
The size of the bin cannot be changed during a subscription. This can only be done at your annual renewal. An additional, separate subscription can be set up if a different size bin is required before that time.
Please note, anyone requesting to change from a 180 litre wheelie bin to a 240 litre one might receive a pre-used bin, rather than a new one. This also applies to anyone who needs a new garden waste bin due to it being damaged etc. Payment is for the garden waste collection service, rather than the bin provided.
Repeated contamination of your garden waste bin will not be tolerated and could result in your service being cancelled and no refunds will be provided.
Brown bins that are deemed overweight will not be collected. Excess weight will need to be removed before the next collection.
If you sign up for a new service and your brown bin is not delivered within seven days of your collection commencing, please contact us. The contractor will not be expected to return to empty your bin and no refunds will be provided if contact has not been made with us as above.
If a garden waste service is shared between neighbours, the house number of the person paying for the service should have their number on the bin and put it 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 provided in these circumstances.
