Green Service Terms and Conditions
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
- The Credit/Debit Card payment you make is for the current year’s collection service only and does not include the bin.
- Payment will show on bank statements as being made to Veolia, who provide the Garden Waste Service on behalf of Sheffield City Council.
- You can sign up for a maximum of one garden waste collection service from each property.
- Where we have a valid email address, we will send you a reminder to renew your service each year. Please ensure that this is correct to enable to contact you about renewal.
- 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
- If you need a green bin delivering to your property, there is an additional charge.
- After payment has been received, your green bin will be delivered within 10 working days.
- A green bin will only be delivered where there is an active Garden Waste Service in place
- If your bin is damaged or lost/stolen, you will be required to make 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. You do not need to do anything regarding this; our crews will report the damaged bin and organise a replacement. This will be with you within 5 working days of the day of reported damage.
Green Bin Collections
- Collections take place every two weeks during the collection period, apart from a break in collections around Christmas and New Year.
- You will receive a collection calendar and ‘Paid For’ sticker before your first scheduled collection takes place.
- Once your sticker has been received, please attach your ‘Paid For’ sticker onto 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 [email protected].
- 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).
- An Assisted Collection Service will be automatically provided if you already receive an Assisted Collection Service for your black bin and recycling bins.
- Your green bin is for garden waste only. It will not be emptied if it contains incorrect materials.
- Only garden waste contained within the bin will be collected. Extra waste will not be taken.
- Your green bin cannot be emptied if it is too heavy, if the lid is not shut flat, or if it has not been presented for collection at the correct location.
- A green bin will only be emptied if an active Garden Waste Collection Service is in place.
Non-Collection of your Green Bin
- If your bin is not emptied due to incorrect presentation, we will not return to empty your bin until your next scheduled collection day.
- 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
- If you move property within the City of Sheffield, your Garden Waste Service will be transferred to your new property.
- 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. Please call us on 0114 2734567 and speak to one of our Customer Service Agents.
- 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
- Refunds for a disrupted service will not be provided.
- In the event of any disruption to the service, additional collections will be carried out to ensure that you receive the correct number of scheduled collections you have signed up for. This may include at the end of your service. Communications to you will be made directly to ensure you are aware of plans.