Garden waste service

1. We will empty your bin(s) once every fortnight from the start of joining the service or renewing the service until the following 31 March. 
2. If you sign up 2 working days before your collection day and you already have your bins, then you may receive a garden waste collection in line with your neighbours on that collection day, otherwise, we will collect your bin at the following scheduled collection date. If you are new to the service and have ordered bins, we will aim to add you onto the round within 14 days of your sign-up.
3. If you sign up on the same day as your collection day or just after, we will collect your bin at the following scheduled collection date.  We are unable to ask our contractors to return to empty your bin as you did not have an active subscription at the time of the collection.
4. Payment to be made by card only.
5. We will refund payment of your new subscription if you request it within 14 days of purchase.  We will collect the garden waste bin if one has been supplied as part of the subscription purchase.
6. You can withdraw from the service at any time; however, no refunds will be issued if you terminate your contract part way through the service year.
7. If you join the service between 1 April and 30 September, you will be charged the full rate; if you join the service between 1 October and 31 March you will be charged half the full rate.
8. If you apply for a concessionary rate and are not on Council Tax Support or Housing Benefit, we will cancel your request and may refer it to our fraud team.
9. The collection service applies to domestic households only. This is subject to suitable access for the crew and at the Council's discretion.
10. Commercial properties and activities are excluded from the garden waste collection scheme.
11. If you move house within Elmbridge you can request to transfer your subscription to your new house.
12. If bad weather or some other circumstance stops us from emptying your bin(s), we reserve the right to suspend collections without warning. The crews will not return to collect until the next scheduled collection day. Refunds will not be made in these circumstances.
13. We reserve the right to suspend collections without warning for up to 2 weeks over the Christmas period depending on annual circumstances. Refunds will not be made in these circumstances.
14. 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.
15. As part of a new subscription, garden waste bins will be provided on loan; if you terminate your subscription or do not renew it and you have a garden waste bin that you have not purchased, we will aim to collect your bin(s) within 5 working days of the termination or lapsed subscription.
16. Bins containing the wrong waste or that are too heavy to lift will not be collected.
17. We only collect garden waste that is placed in the brown-topped bin(s). Bin lids must be closed otherwise the bin is not safe to empty. If your bin is too full for the lid to shut, remove some items until it closes.  Any extra waste left for collection will not be picked up.
18. If you wish to change your subscription and increase the service, for example from a single bin service to a two bin or more service, your current subscription will be terminated.  A new subscription will be created at the current service subscription prices which will end the following 31 March. We will process a refund against your payment for your existing contract, based on current service subscription prices.
19. You need to renew your subscription between 1 March and 31 March each year. If you decide not to renew during this period your contract will be terminated. If you change your mind and decide to re-join the service after 31 March, you will join as a new subscriber and we will aim to add you onto the round within 14 days of your sign-up.

Sign up or renew your garden waste subscription