Garden waste service terms and conditions

Dorset Council offers an optional, chargeable fortnightly collection of household garden waste to Dorset residents. These terms and conditions formalise the arrangement between Dorset Council and the customer in regards to this garden waste service.

Service

1. The garden waste service is provided all year round, except during the Christmas and New Year period. All subscriptions are renewed annually with effect from 1st April.
2. Dorset Council (DC) reserve the right to change customers' day/week of collection or collection point for operational reasons. DC will notify customers of any changes in advance. DC will ensure that the customer receives the comparable number of collections to their subscription payment.
3. Customers may pay to receive one or more wheeled bins to use for the garden waste service. Containers are provided for use by the customer but remain the property of DC. Any garden waste bins provided by DC will be new or clean refurbished bins.
4. Where a property is assessed as unsuitable for wheeled bins, a compostable sack service may be offered. However if an alternative collection point can be agreed with DC and the customer is willing to present a bin at this location they are entitled to receive a wheeled bin.
5. If a suitable container and/or collection point cannot be agreed due to operational reasons (for example, health and safety or access issues) DC reserve the right to refuse or terminate the service. Where the garden waste service has been terminated a refund for the collections not received will be provided.
6. After subscribing, the customer will receive their first collection calendar electronically if an email address is provided. Otherwise, the calendar will be sent by post.  For subsequent years of the service, collection calendars will not be provided but these can be accessed and printed from the DC website if required.
7. There is no limit to the number of garden waste containers a customer can have at their property. Discounts will not be provided for multiple bins or compostable sacks.
8. Containers should be presented for collection on the kerbside at the boundary of the registered property, adjacent to the public road (adopted highway), unless alternative arrangements have been agreed with DC. Garden waste containers will only be collected from the registered address and will not be collected if presented at an alternative address.
9. Garden waste containers must be presented for collection by 6am on the correct collection day. If containers are not presented by this time, DC will not return to recollect the container until the next scheduled collection day and no refund will be applicable.
10. After the containers have been emptied, the crew will return them to the place from which they were collected. It is the customer's responsibility to take their containers back within the boundary of their property no later than the evening of their collection day.
11. Missed collections must be reported to DC no later than one working day after the scheduled collection day. DC will recollect justified missed containers within 5 working days but will not provide a specific time when the recollection will take place. No refunds will be applicable for any missed collections that are recollected or reported more than one working day after the scheduled collection day.
12. If access to the container(s) for the collection vehicle or crew is blocked (e.g. access is blocked by parked cars), DC will endeavour to attempt to recollect at different times on the same collection day. If the container is not accessible on the collection day DC will not return to recollect the container until the next scheduled collection day and no refund will be applicable. In exceptional circumstances if a collection vehicle is repeatedly restricted from accessing containers residents may be asked to present their containers to a new collection point. This will be subject to clause 5.
13. In exceptional weather conditions, particularly snow and ice, the garden waste service may be suspended temporarily for safety reasons until conditions improve enough to allow collections to be carried out safely. Information about changes to services as a result of winter weather will be kept up to date on the DC website.
14. During cold spells the contents of garden waste containers may freeze preventing DC from fully emptying the container(s) without damaging them. Where the contents of a garden waste container cannot be fully emptied due to frozen bins DC will not return to recollect the container until the next scheduled collection day and no refund will be applicable.
15. DC reserves the right to suspend or cancel collections for operational reasons such as resource shortages or for reasons which are beyond the control of DC.
16. DC may give a full or partial refund if the collections are suspended or cancelled for operational reasons but no refunds will be provided if collections cannot be carried out for reasons beyond DC's control.
17. Garden waste collections for some properties may be collected with the general waste. This is because it is more economically and environmentally viable to do so. The garden waste material that is collected with the general waste will be sent to a treatment facility. Any organic material is separated and composted as part of this treatment process.
18. An assisted collection for the garden waste service may be provided where a customer is physically unable to move their containers and where there is no one else who can move them on their behalf. In such circumstances, the customer may apply for an assisted collection and an assessment will be carried out by DC to agree the collection point. If an assisted collection cannot be safely provided DC reserves the right to change the container provided or remove and refund the service.
19. The garden waste service applies to domestic households only. If a garden waste service is required as a result of a commercial activity, the customer should contact DC's business waste team to discuss arrangements.

Use of containers (wheeled bins / bags)

20. All containers provided remain the property of DC at all times.
21. DC reserves the right to remove containers should the householder fail to make payment for the service or if DC withdraws the service for any reason. Customers are encouraged to identify their property’s bins, however any personal stickers applied to the container will be non-returnable.
22. Only garden waste as described in clause 26 should be placed in the containers provided and all material must be put in the containers loose. No bags or liners (including compostable liners) should be placed inside the garden waste containers.
23. Only containers supplied by DC will be emptied. No other bins, bags, boxes or loose waste will be collected.
24. Containers that are overflowing or too heavy will not be emptied. This may occur when crews are unable to move the container, or if the vehicle is unable to safely lift the container and empty it. If the bin is too full or too heavy, it is the customer’s responsibility to remove the item(s) prior to the next scheduled collection. No recollection or refunds will be provided where a container has been reported as too heavy or overfilled.
25. Where authorised compostable garden waste sacks are provided as an alternative to a wheeled bin, the customer should present these sacks for collection with the tops folded or tied according to the instructions printed on the bags. For each set of bags purchased, DC will collect two bags of garden waste per household per fortnight.
26. The following garden waste material can be placed loose in the containers:

• grass cuttings;
• hedge and shrub cuttings;
• plants and non-invasive weeds;
• small branches with a diameter of less than 15cm;
• bark;
• cut flowers and house plants;
• leaves and twigs.

27. The following materials cannot be placed in the containers:

• any non-organic waste;
• plant pots;
• seed trays;
• branches with a diameter of more than 15cm;
• logs;
• tree stumps;
• invasive weeds (e.g. Japanese Knotweed, Ragwort);
• soil;
• bricks;
• rubble;
• waste resulting from commercial activity;
• liquids;
• paint;
• oil;
• plastics, such as compost bags;
• ashes;
• animal faeces;
• animal bedding.

28. Real Christmas trees can be placed in garden waste containers for collection if they have been cut up into small pieces and do not include logs or branches more than 15cm in diameter.
29. A contaminated container (bins or sacks containing incorrect material) will not be emptied. If incorrect materials are found in the container the customer will be informed at the point of reporting a missed collection and it is the customers responsibility to remove the item(s) of contamination prior to the next collection. DC will not return to recollect contaminated containers until the next scheduled collection.
30. If a container is regularly contaminated and advice has been offered, DC reserves the right to remove the container and cease the collection service. No refunds will be provided if a service is removed due to persistent contamination.
31. Customers are responsible for keeping their containers safe and clean, and reporting any containers that are damaged. DC will replace containers that become faulty through reasonable wear and tear or are damaged during the collection process. No refunds will be provided for any collections missed whilst the bin is waiting to be replaced.
32. If a container appears to have been lost or stolen, the customer must report a lost container to DC, so that a replacement can be delivered. No refunds will be provided for any collections missed whilst the bin is waiting to be replaced. Lost or stolen bins will normally be replaced within 20 working days of being reported as lost or stolen.
33. DC reserves the right to charge an additional £20 delivery fee to replace any containers damaged for any reason other than normal wear and tear.
34. DC reserves the right to remove any containers that are identified as unauthorised or have previously been reported as lost or stolen from another address.
35. Customers use the containers at their own risk.

Subscription & charges

36. Customers who subscribe to the garden waste service will be charged a fee for collections from each container. The cost of the service is reviewed annually and the garden waste collection charges are published online.
37. New customers who subscribe to the service will normally start their service on the dates as set out in the table but these dates may be changed.

38. DC reserves the right to suspend taking on new customer subscriptions at any time.
39. Customers have the right to cancel their service within 14 days of payment and receive a full refund. Refunds will be issued within 28 working days of cancellation. Customers cancelling their service after this time will not receive a refund.
40. Customers can subscribe to the garden waste service online or by calling 01305 221040 at any point during the year. Payment can be made by credit/debit card or Direct Debit.
41. Card payments for the service will be taken at the point of subscription. Accepted methods of payment are by valid debit or credit card (excluding American Express).  A third-party company (DC merchant bank – GovPay) will process debit and credit card payments.  Once payment has been received from a new customer, DC will provide a collection calendar and deliver the containers to the customer before the first scheduled collection.
42. Direct Debit payments for new customers can be set up at the point of subscription, from a valid bank account. A confirmation will be sent by email or post within 3 working days. A notification of the charge will also be sent at least 14 days prior to the payment being taken on the first day of service.
43. Subscriptions are renewed annually with effect from 1 April. Customers paying by credit/debit card will receive a renewal notice for the following years’ service in advance of the payment deadline each year. The renewal notice will be sent to the payer where a subscription is paid on behalf of the resident. Payment is required no later than 28 February for April renewals to ensure the service continues uninterrupted. Renewal payments can be made by credit/debit card (payment taken immediately) or by Direct Debit (payment taken 1 April). Direct Debit customers will receive notification of the annual fee and date of payment before any money is debited from their accounts.
44. Transfer of subscription to a new address - Customers moving to a property within the area covered by the garden waste service and wanting to continue their garden waste service must take their container(s) to their new address. Customers must notify DC in advance of moving address and will receive details of their new collection day within 20 working days of notifying DC. Failure to notify DC of the move will mean that the containers will not be collected at the new address. No refunds will be provided for any garden waste collections missed due to failure to correctly transfer a subscription/container to a new address.
45. If the customer fails to comply with clause 44 and requires a new garden waste bin delivered, DC will charge an additional £20 delivery fee.
46. Customers are responsible for informing DC of any changes to their personal contact details.
47. DC reserves the right to suspend collections and remove containers should the customer fail to make payment for the service. DC may charge a late payment fee to cover additional administrative costs. No refunds will be provided for any gap in the service due to late payment.

Cancellation of the service

48. If a customer does not renew their service by the deadline stated in their renewal notice, their service will be automatically cancelled and the customer will be deemed to have given consent for DC to recover its container(s) from the property without prior notice using any/all reasonable means of access and at any reasonable time.
49. If a customer wishes to discontinue their garden waste service or is moving to an area not covered by the service, they must contact DC to cancel the service and request the removal of their container(s).
50. If a customer pays for their service by Direct Debit, this can be cancelled at any time by the customer contacting their bank or building society. Written confirmation may be required. The customer must also notify DC that they have cancelled their Direct Debit. Failure to notify DC may result in the customer incurring additional charges.
51. Cancellation of a Direct Debit will result in the bin being removed at the end of the subscription period. DC will not notify the customer that they have received instruction from the bank to cancel the direct debit if this instruction has been requested by the customer (Client) to their bank.
52. If a customer changes their mind on cancelling their garden waste service and the container has been removed from the property, there will be an additional £20 charge payable to re-deliver the container and reinstate the service.

53. No refunds or part-refunds will be made when the customer cancels the garden waste service.
54. DC do not tolerate violent, aggressive or abusive verbal or non- verbal behaviour towards our staff. Any incidents reported by DC staff will result in the immediate cancellation of the garden waste service. No refunds or part-refunds will be made when the service is cancelled for this reason and the perpetrator may be reported to the relevant authority.
55. DC reserves the right to cancel a customer’s garden waste service for any material breach of the terms and conditions. No refunds or part-refunds will be made when the service is cancelled for breach. Customers may be permitted to rectify any breach if DC considers that this would be reasonable in the circumstances.

Removal of containers

56. When required or justified, DC will remove container(s) at its earliest convenience. The customer will be deemed to have given consent for DC to recover its container(s) from the property without prior notice using any/all reasonable means of access and at any reasonable time.

Data Protection Statement

The information you provide will be used by DC to assist with your service. Your information will only be retained for as long as required for these purposes. Your information will not be passed to any third parties. By providing this information you are consenting to its use as detailed. You can read more about the use of your personal information or contact Dorset Council’s Data Protection Officer.