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Garden waste service terms and conditions

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

Service

1. The garden waste service is provided fortnightly all year round with the exception of the Christmas and New Year period. All subscriptions are renewed annually with effect from 1 April.

2. The Dorset Waste Partnership (DWP) reserves the right to change customers' fortnightly day of collection or collection point for operational reasons. The DWP will notify customers of any changes in advance.

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 the DWP.

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 the DWP and the customer is willing, they are entitled to receive a wheeled bin.

5. 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, a paper copy will be not be automatically sent by post but will be available upon request where an email address is not provided.

6. 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 bags.

7. Containers should be presented for collection on the kerbside at the boundary of the property, adjacent to the public road (adopted highway), unless alternative arrangements have been agreed with the DWP.

8. Garden waste containers must be presented for collection by 7am on the correct collection day. If containers are not presented by this time, the DWP will not return to collect them until the next scheduled collection day.

9. 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.

10. Where a container has been presented correctly but has been genuinely missed by the crew, the customer should report a missed collection to the DWP and leave the container out so that the DWP can easily get to it. It may take up to three working days before a collection crew can return to empty the container.

11. If access to the container(s) for the collection vehicle or crew is blocked, the DWP will endeavour to return once access becomes available. In exceptional circumstances, if a collection vehicle is repeatedly restricted from accessing containers, residents may be asked to take their containers to an agreed collection point.

12. 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. During cold spells, the contents of garden waste containers may freeze, preventing the DWP from fully emptying the container(s) without damaging them. It may not be possible to fully empty container(s) until the next scheduled collection day when conditions have improved. Information about changes to services as a result of winter weather will be kept up to date on the website.

13. No refunds will be provided in the event that collections cannot be carried out for reasons beyond the DWP's control.

14. An assisted collection for the garden waste service can 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 can apply for an assisted collection and an assessment will be carried out.

15. 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 the DWP's commercial waste team to discuss arrangements.

Use of containers (wheeled bins / bags)

16. All containers provided remain the property of the DWP at all times.

17. All garden waste must be put in the containers loose. No bags or liners (including compostable liners) should be placed inside the garden waste containers.

18. Only containers supplied by the DWP will be emptied. No other bins, bags, boxes or loose waste will be collected.

19. Containers that are overflowing or too heavy for the crew or collection vehicle to handle will not be collected. Wheeled bins must be presented with closed lids. If waste is too compacted and will not come out of the container when tipped, it will be left in the container and it will be the customer's responsibility to remove the waste before the next scheduled collection.

20. 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, the DWP will collect two bags of garden waste per household per fortnight.

21. 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 houseplants;
  • leaves and twigs.

22. 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.

23. 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.

24. 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 and it is their responsibility to remove the item(s) of contamination prior to the next collection.

25. If a container is regularly contaminated and advice has been offered, the DWP 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.

26. Customers are responsible for keeping their containers safe and clean, and reporting any containers that are damaged. The DWP will replace containers that become faulty through reasonable wear and tear or are damaged during the collection process, free of charge within 10 working days. The DWP reserves the right to make a charge to replace any containers damaged because of misuse by the customer.

27. In the event that a container appears to have been stolen, the customer must report a lost container to the DWP, so that a replacement can be delivered free of charge within 10 working days.

28. The DWP reserves the right to remove any containers that are identified as unauthorised or have previously been reported as lost or stolen from another address.

29. Customers use the containers at their own risk.

 

Charges

30. Customers who subscribe to the garden waste service will be charged a fee for collections from each container. The cost of the service will be reviewed and set each year by the DWP Joint Committee. Annual garden waste charges are published online.

31. New customers who subscribe to the service will start their service as below;

Sign Up DateService Start DateRenewal Date
1 November - 28 February1 April1 April the following year
1 March - 31 March1 May1 April
1 April - 30 April1 June1 April
1 May - 31 May1 July1 April
1 June - 30 June1 August1 April
1 July - 31 July1 September1 April
1 August - 31 August1 October1 April
1 September - 31 October1 December1 April

 

32. The cost of the service is non-refundable. However, customers have the right to cancel 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.

33. 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.

34. 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 (DWPs merchant bank - Worldpay) will process debit and credit card payments. Once payment has been received from a new customer, the DWP will deliver the containers to the customer during the month preceding commencement of service and will provide a collection calendar by post or online.

35. 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.

36. 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 their service continues interrupted. 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.

37. Transfer of subscription to a new address - Customers moving to a property within an area covered by the garden waste service must take their container(s) to their new address, but need to notify the DWP. The customer will receive details of their new collection day within 20 working days of notifying the DWP. Failure to notify the DWP of the move will mean that the containers will not be collected at the new address. If the customer fails to transfer their bin to the new address, they will have to wait until the next bin delivery period during two weeks prior to a start of service date. No refunds will be provided for any gap in the service. The DWP reserves the right to charge for re-delivery of the bin.

38. Customers are responsible for informing the DWP of any changes to their personal contact details.

39. The DWP reserves the right to suspend collections and remove containers should the customer fail to make payment for the service. The DWP 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

40. If a customer does not renew their service by the deadline stated in their renewal notice, their service will be cancelled and the DWP will arrange for the container(s) to be taken away.

41. If a customer wishes to discontinue their garden waste service or is moving to an area not covered by the service, they must contact the DWP to cancel the service and arrange for the removal of their container(s).

42. 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 the DWP that they have cancelled their Direct Debit. Failure to notify the DWP may result in the customer incurring additional charges.

43. If a customer changes their mind once the bin has been removed from the property, there will be a charge in addition to the annual fee to re-deliver the bin within 6 months of cancellation/non-renewal.

44. No refunds or part-refunds will be made when cancelling the service.

Data Protection Statement

The information you provide will be used by the DWP 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 County Council's Data Protection Officer.

 

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