Terms and Conditions: Chargeable Garden Waste Service

This agreement is made between the customer (you) and Veolia (us) and sets out the terms and conditions of use of the chargeable garden waste service.

Payment

1. The Credit/Debit Card payment you make is for the current year’s collection service only and does not include the bin.
2. Payment will show on bank statements as being made to Veolia, who provide the garden waste service on behalf of Sheffield Council.
3. You can sign up for a maximum of one garden waste collection service from each property.
4. You can cancel the year’s service up to 24 hrs before your first collection date. No refunds are available after this date, even if you no longer require the service.
5. Where we have a valid email address we will send you a reminder to renew your service each year.
6. You have the right to cancel the service and receive a full refund up to 14 days after signing up (cooling off period).

Green bin delivery

10. If you need a green bin delivering to your property, there is an additional charge.
11. After payment has been received, your green bin will be delivered within 10 working days.
12. A green bin will only be delivered where there is an active garden waste service in place.
13. If your bin is damaged or lost/stolen, you will be required to make a payment for a replacement.
The only exception to this is if the crew records that they have damaged or lost the bin during the collection process, in which case the bin will be replaced free of charge.

Green bin collections

14. Collections take place every two weeks during the collection period.
15. You will receive a collection calendar and ‘Paid for’ sticker before your firstscheduled collection takes place.
16. Once received, please attach your ‘Paid for’ sticker on your green bin so that the collection crew know you have paid for the collection service. If your sticker is lost or damaged you can request a replacement by contacting Veolia on 0114 2734567 or email sheffieldenquiries@veolia.com
17. Your green bin should be put out on the pavement at the front of your property before 7am on the day of your collection (and no earlier than 6pm on the day before).
18. Your bin should be removed from the pavement no later than 9am on the day after your collection.
19. An assisted collection service will be automatically provided if you receive an assisted collection service for your black bin and recycling bins.
20. Your green bin is for garden waste only. It will not be emptied if it contains incorrect materials.
21. Only garden waste contained within the bin will be collected. Extra waste will not be taken.
22. Your green bin cannot be emptied if it is too heavy, the lid is not shut flat, or if it has not been presented for collection at the correct location.
23. A green bin will only be emptied if an active garden waste collection service is in place.

Non-collection of your green bin

24. If your bin is not emptied due to incorrect presentation, we will not return to empty your bin until your next scheduled collection day.
25. If we make a mistake and we don’t empty your green bin on your collection day, please report a missed collection http://wasteservices.sheffield.gov.uk and we will return within 2 working days.

Changing address

26. If you move property within the City of Sheffield, your garden waste service will be transferred to your new property.
27. You will be responsible for moving your green bin from your old property to your new address within Sheffield, and for notifying us of your change of address.
28. If you move to a property outside of Sheffield, please let us know so that we can cancel your garden waste collection service. You will not be entitled to a refund.

Refunds for disrupted Service

29. Refunds for a disrupted service will be mitigated through additional collections but if that is not possible, will be refunded through the same payment method used to book the service.
30. Refunds for a disrupted service can take up to 30 working days to process.