Waste and recycling terms and conditions

Waste and Recycling Terms and Conditions

Garden waste subscription service

  1. The paid garden waste subscription is for a 12 month period to collect garden waste every two weeks.

  2. The service is only for domestic households to collect garden waste produced at that property. The service is subject to there being suitable access for the collection crew and is at the Council's discretion.

  3. You can withdraw from the service at any time but we don’t give any refund.

  4. If you move house within Elmbridge you can ask to transfer membership to your new house.

  5. If bad weather or some other circumstance stops us from emptying your bin(s), we reserve the right to suspend collections without warning. If this happens any outstanding bins will be collected when the service resumes. Refunds will not be made in these circumstances, although membership may be extended at the request of the householder if the circumstances are prolonged.

  6. We reserve the right to suspend collections without warning for up to 2 weeks over the Christmas period depending on annual circumstances.

  7. Bins containing the wrong waste or that are too heavy to lift will not be collected.

  8. We only collect waste that is placed in the brown-topped bin(s). Any extra waste left for collection will not be picked up.

  9. We reserve the right to modify any Terms and Conditions to the service or the annual subscription charge. Nothing in these Terms and Conditions is intended to affect, nor will affect, a customer's statutory rights.

We can only refund payment or exchange a garden waste bin within 14 days of purchase.

Bulky waste

  1. No refunds can be given if the service is cancelled within 48 hours of your appointment.

  2. Bookings once made cannot be changed. If you want to have more items collected you will need to make a new booking for them.

  3. Items are only collected from outside of your house.

  4. We need clear and level access to where you will leave your items and cannot remove bulky items from up/down stairs. If the items are not left in a suitable location then we will not be able to collect them.

  5. We will only collect items listed in the booking form. 

Wheeled bin policy

We will only collect waste from wheeled bins. 

Replacing damaged refuse bins

Wheeled bins more than 10 years old

Wheeled bins are guaranteed for 10 years.

Any damage caused after this time will be considered as wear and tear and the bin will need to be replaced by you.
Replacement bins can be purchased from any supplier.  You can also order a bin from the Council, which will be delivered within 7 working days.

Wheeled bins less than 10 years old

We will only replace wheeled bins free of charge if the bin has been damaged by the collection crew and is unusable. In order for a bin to be replaced free of charge you will need to provide either proof of original purchase or confirmation of its age from the date of manufacture stamp. The date stamp is usually located on either the lid or front of the bin body.

We will only refund payment of a new refuse bin within 14 days of purchase.

Householders' duty of care

If you arrange for someone to take away any waste from your home or garden, you are required by Law to check that they are a licensed waste carrier. If you do not use a licensed waste carrier, you may find that your waste is fly tipped – involving you in a criminal activity for which you could be prosecuted and fined up to £50,000. You can check the list of registered waste carriers here.

Alleged damage by the Council's waste collection contractor

If you think that our collectors have damage either your vehicle or property complete this form.  Any legal liability for damage lies with our collectors (Veolia) and they will respond to any claim you submit.  

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