Bulky item collection - terms and conditions Before you book a collection The following terms and conditions apply to the 'Bulky Household Waste' collection service and should be read before requesting or accepting the service: 1. Charges 1.1 The current charges apply when requesting a bulky waste collection: A minimum, non-refundable charge of £34, which covers up to five items. 2. Payment 2.1 Payment can be made by credit or debit card only. 2.2 Cash and cheques are not accepted as payment except in the exceptional circumstances when a resident genuinely does not have access to a credit or debit card. 3. Collectable items 3.1 View the list of items that can be collected 4. Collection 4.1 Items must be outside for collection by 6.30am on the scheduled collection day unless they have arranged an assisted collection in accordance with 5. 4.2 Collections can take place between 6.30am and 5pm 4.3 All items are to be made available and collected from a position outside of the building but within the property boundary, for example, a driveway. 4.4 The customer does not have to be present at the time of collection unless they have arranged an assisted collection in accordance with 5. 4.5 The customer is responsible for ensuring adequate access to the property for the bulky waste collection. For example, any gates should be left unlocked and dogs should be kept inside the property, parked cars should not obstruct items 4.6 Items should only be placed outside on the morning of collection and wherever possible soft furnishings should be covered to prevent absorption of rainfall which will affect the weight of the items. 4.7 All items for collection must be listed on the order. Unlisted items will not be removed. 4.8 All items must be manageable and safely manoeuvred/carried by 2 men. Excessively heavy items will be left. 4.9 No item should exceed the maximum lengths indicated (2 metres). 4.10 Heavily soiled/blood stained items must be covered to protect the operatives handling it. 4.11 Broken glass or similar sharp material/item is to be contained in a rigid container. 4.12 All exposed nails/screws are to be removed, covered or otherwise made safe. 4.13 The bulky waste collection will take place on the scheduled delivery date,except in the circumstances listed below at 6.1. 5. Assisted collections – specific terms and conditions in addition to those listed in 4. 5.1 In exception circumstances where the customer is not able to physically move the items themselves then an assisted collection can be requested. 5.2 In this instance someone must be present between 6:30am and 5pm to give the crew access when they arrive. 5.3 The customer will also have to sign a disclaimer prior to collection. 5.4 Items can only be collected from the ground floor. 5.5 Only items listed on the order will be collected. 6. Damage to property 6.1 The Council accepts no liability for damage to private property as a direct or indirect result of the collection or any failure to collect. 6.2 Residents are encouraged to minimise the potential of damage to their property by ensuring that the items are left outside in a suitable location. 7. Failure to collect 7.1 The bulky waste collection will be made on the scheduled collection date, except in circumstances outside of our control, for example access issues such as locked gates, adverse weather, vehicle breakdown. 7.2 The Council reserves the right to refuse to undertake collection if the items are not accessible or are found to be in an unsafe condition for handling. Return visits will incur an additional charge. 7.3 Where a bulky waste collection has not taken place for reasons such as those listed at 7.1, collection will be attempted again as soon as operationally possible. 7.4 If the collection cannot take place for any reason, a calling card will be left at the property to notify the resident e.g. items not accessible to collect or items unsafe to handle. 8. Cancellation and refunds 8.1 The customer may cancel the order up to 23:59 two working days before the scheduled delivery date, for example if the delivery is scheduled for a Wednesday then you can cancel up to 23:59 on the Monday. The payment will be refunded in full. 8.2 Refunds will take up to 10 working days to be processed from the date of cancellation. 8.3 Cancellations and refunds will not be permitted in any situation other than those outlined in 8.1 8.4 In instances where a bulky waste collection has been ordered and the collection cannot take place due to the actions of the customer, for example they are not accessible for collection or they are unsafe to handle, the collection will not be rescheduled and the payment will not be refunded.