Garden waste service terms and conditions

Terms and conditions - Garden Waste Service (to be introduced in April 2021)

This agreement is made between the resident (‘the Customer’) and Derbyshire Dales District Council (‘the Council’) and sets out the terms and conditions under which the Customer may use the Council's garden waste fortnightly collection service (‘the Service’).


1. Service Subscription

1.1 The Council does not have a statutory duty to collect garden waste. The Customer will be required to subscribe to the garden waste collection service for which there will be a charge.
1.2 The Service is for householders not businesses. All residential premises and properties within the District assessed as suitable will be eligible for the Service.
1.3 Customer subscriptions are renewed annually and only Customers who have paid their subscription at least one month in advance are guaranteed to receive the Service from the start of the Service year.
1.4 The collection of the garden waste will commence on 1st April each year (or the first nominated collection day after this date) and will run until the 31st March the following year (“Service Year”). The contract between the Customer and the Council will be entered into on the date the Council receive the completed application for the Service (or information to complete the form if taken via a telephone call).
1.5 The Council will be deemed to have commenced the supply of the Service on the date that the Council requests the printing of the self-adhesive permit or on the supply of garden waste sacks as detailed in clauses 1.8 and 3 below, even if the collections have not commenced.
1.6 The subscription consists of an annual charge to the Customer which is set by the Council for the relevant Service Year. The cost of the Service is determined by the Council on an annual basis. The full yearly fee will still be required whatever date the subscription was taken out either before or within the relevant Service Year.
1.7 Full payment, including the payment for any additional bins will be taken at the point of the contract being entered into and before the Service is provided.
1.8 The Service will provide a 240 litre wheeled bin (‘the wheelie bin’) in order to enable garden waste collections per subscription. In the event that the Customer’s property is unsuitable for a wheelie bin collection, an alternative method of collection will be provided, namely the provision of 126 biodegradable garden waste sacks to the Customer.
1.9 The Service subscription fee for 2021/2022 is £50 per bin required, reduced to £35 if signed up before 31st January 2021. Additional bins no matter when they are purchased will have the same price and end of year renewal date.
1.10 Neighbours can share the Service, but the wheelie bin must be registered at one property for collections and the subscription. The agreement to share the bin is between the Customers and neighbour only.
1.11 Communal properties wishing to subscribe to the service must register through their housing association/letting agent or formal residents group.
1.12 Payment can be made by credit or debit card or by Direct Debit as part of the subscription application process. You can complete a subscription application on line at www.derbyshiredales.gov.uk/gardenwaste  or by contacting our Business Support Team on 01629 761223.
1.13 In the 3 month period before the subscription period ends a reminder will be sent to the Customer notifying them of the charges set by the Council for the forthcoming Service Year.
1.14 The Council reserve the right to make minor amendments to these terms and conditions.

2. Termination


2.1 A Customer may terminate the contract at any time, unless the contract has been fully performed, however refunds will only be offered as detailed in Clause 7 below.

2.2 The Council may automatically renew the year subscription unless cancelled by receiving written notice no later than the 1st February each year. If cancellation is not received by this date then the full year charge will be due.

2.3 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“2013 Regulations”) the Customer is entitled to cancel the contract in the following circumstances

2.3.1 the charge for services is more than £42.
2.3.2 the agreement was made over the phone or via the Council’s website
2.3.3 the request for a refund is not made more than 14 days after the contract for the Service was entered into.

2.4 The self-adhesive permit detailed in clause 3 below will not be printed until such time as the statutory 14 day cancellation period has expired. Printing will take approximately 10 working days.
2.5 If the Customer wishes to ensure they receive the Service at the start of the Service Year or as soon as possible if they subscribe during the Service Year, they will be given the option to request early supply of the Service. In which case the printing of the permit will be requested as soon as reasonably practical.
2.6 If the Customer decides to request early supply of the Service, the Customer may still cancel the contract within the 14 days after the contract was entered into, but are subject to the provisions of Regulation 36 of the 2013 Regulations.
2.7 Cancellation of the contract must be made either by returning the Cancellation Form or making any other clear statement setting out the decision to cancel the contract preferably by email to waste@derbyshiredales.gov.uk


3. Garden Waste Permits

3.1 When full payment has been received for the Service a self-adhesive permit will be issued subject to clauses 2.3 and 2.4 above.
3.2 The self-adhesive permit provides a visual identification of payment which will allow the collection crews to identify which garden waste bins are to be emptied.
3.3 If the Customer subscribes to more than one bin the Customer will receive a permit for each bin.
3.4 The wheelie bin must display the permit that is issued by the Council upon payment of the annual charge. It is the responsibility of the Customer to display the subscription permit on the wheelie bin. The subscription permit must be displayed underneath the handle on the body of the wheelie bin. It must be presented in accordance with the clauses in clause 6 of this agreement and positioned so that the subscription permit is visible from the roadside.
3.5 The garden waste sacks used must be those that are issued and marked with the current subscription year. Properties subscribing to the garden waste sack collection will be registered on the in-cab system. Should a property not registered put out sacks they will not be collected by the crew.

4. Storage of Wheelie bins and Garden Waste Sacks

4.1 Wheelie bins or garden waste sacks shall be kept at the property stated when the Customer ordered the Service and may only be removed with the prior permission of the Council. The wheelie bins or garden waste sacks remain the property of the Council at all times.
4.2 The Customer will be responsible for any loss (including theft) or damage to the wheelie bin(s), and will be required to pay the Council a pre agreed cost which will include the cost of the wheelie bin, delivery and admin cost arising from any such loss, theft or damage.
4.3 Throughout the subscription period the Customer shall be responsible for the safekeeping of the wheelie bin(s)/garden waste sacks provided, the cleanliness of the wheelie bin(s) and the cleanliness of the site around the wheelie bin(s)/garden waste sacks.
4.4 Only wheelie bins that are damaged through the fault of the Council or its Contractor and reported as such will be replaced by the Council at the Council’s cost.
4.5 Replacement wheelie bins maybe second hand. The Customer should expect the
second hand bin to be clean and free of writing and without faults at the time of delivery.
4.6 If the Customer decides not to pay for a replacement wheelie bin(s)/garden waste sacks they will be unable to present garden waste for collection and by default, choose to opt out of the Service. They will not however, receive a refund.

5. Moving house

5.1 If Customers move house within the District their subscription will continue at their new address. Customers will be sent a new permit for the wheelie bin(s) at their new property.
5.2 Customers are responsible for informing the Waste Section at the Council that they are moving house.
5.3 Customers are responsible for the removal of the permit at their current address and ensuring that the new permit(s) are displayed correctly at their new address.
5.4 If Customers subscribe to the service and move to a home outside of the District the Customer will not be eligible for a refund on the subscription fee paid.
5.5 Customers may take their bin with them if moving within the District with the written
permission of the Council.

6. Service conditions.

In using the Service the Customer accepts that:

6.1 Wheelie bins/garden waste sacks must be presented, unless otherwise directed, on the backline of the property (i.e. at the edge of the property) at the front of the house and presented in accordance with the provisions stated in clause 3.4 of these terms and conditions
6.2 Wheelie bins/garden waste sacks must be presented on their scheduled collection day by 7am (or no earlier than 6pm the day before) and then, retrieved by the Customer no later than 12 noon the day after collection. If the wheelie bins/garden waste sacks are not presented properly in accordance with these terms and conditions on the scheduled day of collection the wheelie bin(s)/garden waste sacks cannot be reported as missed and will not be considered a missed collection for the purposes of clause 7.
6.3 Customers can check their day of collection using the My Account feature on our website or by contacting our Business Support Team.
6.4 Lids of wheelie bin(s) containing garden waste must be fully closed. The Council reserves the right not to empty bins when the lids are not fully closed as this may cause damage to the lifts whilst being mechanically emptied. The wheelie bin(s)/garden waste sacks must not be compacted too densely as to make the wheelie bin(s)/garden waste sacks too heavy and unable to be collected. The Council reserves the right not to empty the bin or collect the sacks in this instance. If the Customer persistently does not comply with the requirements in this clause, the Council reserves the right to remove the wheelie bin(s) and cancel the Service, without refund.
6.5 Customers may use the Service for the collection of all items of household garden waste. Any waste or matter not specified on the website will be deemed as non-permitted waste. The Customer is not permitted to use the Service for the collection of non-permitted waste. If non- permitted waste is presented for collection using the Service, it will not be collected.
6.6 Garden waste sacks used must be those that are issued and marked with the current subscription year.
6.7 The Council reserves the right not to empty/collect any bin that in its reasonable opinion poses a health and safety risk to operatives, and may require the Customer to take steps to reduce the risk to operatives before any further attempt to empty/collect is undertaken.
6.8 Only garden waste wheelie bins/sacks supplied by the Council and displaying a valid permit/year stamp will be emptied. Garden waste presented in any other container will not be collected.
6.9 The Council has the right to cancel any contract where the garden waste is produced as a result of a commercial operation and not domestic, with no refund.

7 Refunds

7.1 Refunds for the Service will only be considered in the following circumstances:-
7.1.1 where there has been a complete Service failure as detailed in clause 7.2 below or;
7.1.2 where the Customer is exercising their statutory right of cancellation under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 detailed in clause 2.3 above.
7.2 Refunds for a complete service failure will be offered in the following circumstances:-
7.2.1 If the Council fails to deliver a garden waste wheelie bin/garden waste sacks within 6 weeks of the date on which the Customer should have had their first collection in any calendar year.
7.2.2 If the Council fails to replace a garden waste wheelie bin within 6 weeks of the date on which the Council reported that they had damaged a bin.
7.2.3 If the Council or its Contractor fails to rectify a reported missed collection of garden waste on 3 consecutive cycles. The Customer must report a missed bin collection on each occasion online at www.derbyshiredales.gov.uk/missedbin or by contacting the Business Support Team on 01629 761223.

8  Events outside the Council’s control

8.1 The Council and its Contractor will not be responsible for any failure to perform or delay in performance of any of the Council’s obligations under these terms and conditions that is caused by an ‘Event Outside the Council’s Control’. If an ‘Event Outside the Council’s Control’ affects the Council’s or the Contractor’s ability to deliver the Service, it will resume normal Service as soon as reasonably practicable after the ‘Event Outside the Council’s Control’ is over.
8.2 ‘Events Outside the Council’s Control’, this means any act or event beyond the Council’s or their Contractor’s reasonable control, including without limitation strikes or other industrial action, riot, terrorist attack, war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, extreme weather or other natural disaster, power failure, internet service provider failure, technological failure, breakdown in machinery/collection vehicles.
8.3 The Council will not be liable for any loss of profit or any direct or indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the Council’s employees, contractors, agents or otherwise) in connection with its provision of the Service or the performance of any of its other obligations under these terms and conditions or with the use by the Customer of the Service supplied whether as a result of breach of contract, breach of statutory duty, tort (including negligence), personal injury due to slips or trips arising from the wheelie bins or garden waste sacks or their contents being presented by the Customer in an unsafe manner or otherwise howsoever arising.

9 Complaints

9.1 Any initial complaints regarding the service the Customer should contact the Council via waste@derbyshiredales.gov.uk or by contacting the Business Support Team on 01629 761223. If the Customer is not satisfied with the outcome of the complaint they may use the Council’s complaints procedure as contained on the Council’s website www.derbyshiredales.gov.uk/your-council/have-your-say/compliments-and-complaints

10 Privacy

10.1 Derbyshire Dales District Council will treat all information provided in confidence, in accordance with the Data Protection Act 2018 and used for the purpose or purposes for which it was intended and may be shared with other departments in the council and other enforcing authorities for the purpose of preventing fraud, misuse of public funds and any legal or statutory requirements. For more information on how we process your personal data and your rights as a data subject, visit https://www.derbyshiredales.gov.uk/your-council/web-services/about-this-website/privacy 

10.2 Customers acknowledge that the Council will use their personal details to contact them from time to time in relation to the provisions of this service or renewal of subscriptions.

Garden waste terms and conditions