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For efficient service, please ensure our team and vehicles have clear, safe access to your bin. This includes providing stable ground conditions. While we take utmost care, we can't be responsible for any surface or fixture damage that might occur during collection.
If we can't reach your bin on the scheduled day, or if it's not available for collection, we're unable to offer a refund. In such cases, you'll need to place a new order for bin emptying or removal. By working together to maintain good access, we can provide you with reliable, hassle-free service.
If damage to your premises does occur during the collection process and our operator is at fault, please notify us within 48 hours.
For collections, please place the bin(s) near the front of your premises, making sure they are easily accessible for our driver. Avoid placing bins in difficult locations such as steep driveways, narrow access ways, or near steps, as these may make it difficult for our driver to empty the bin and could result in a missed service.
Additionally, please ensure gates are unlocked and dogs are secured away from the bin area. We may need to reject on-property collection if the site is deemed unsafe.
We will empty your bin on the scheduled collection date or within two working days of that date, unless we notify you in advance by email or text of any changes. If your scheduled collection falls on a public holiday, it will take place the following day unless otherwise communicated. We’ll endeavour to notify you of any changes at least 48 hours in advance.
In some areas, you may be able to order extra collections in addition to your scheduled Frontload or Wheelie Bin collections by contacting us in advance. These extra collections will be charged at the applicable premium rate.
Please note that arranging an extra collection does not allow you to postpone your next regular collection. Extra collections may not be available during weeks that include a public holiday. When you contact us, we’ll let you know the scheduled date and pricing for extra collections available in your area.
If we encounter an issue that prevents us from emptying your bin on the scheduled day—whether it's a truck breakdown, traffic incident, driver illness, or a mistake in our booking system—we're committed to resolving it quickly. In such cases, we'll make every effort to collect or empty your bin within the next 48 hours.
For other reasons, we’ll wait until your next scheduled collection. Alternatively, if you resolve the issue and wish to rebook a collection, please reach out to our customer service team. A premium rate will apply as outlined in your contract.