Residential Services Terms and Conditions for General Waste and Garden Waste Services as of 12 September 2023
Here is everything you need to know about purchasing and using residential services ordered through our website, over the phone, or in person.*
1. Making orders
When you place an order with us, you agree to use our services on a regular, ongoing basis until you cancel in accordance with clause 6. You will need an email address and mobile phone that you check regularly, as this is how we will communicate with you.
2. Delivering your Wheelie bin
If you do not already have a Wheelie Bin, we will deliver your Wheelie Bin within five working days of payment and confirmation of your order.
3. Scheduled collections
We will empty your Wheelie Bin on the scheduled collection date, or within two working days after your scheduled collection date, unless we have let you know in advance by email or text message that the date has changed.
4. Collection Break & Bin Holds
You can request a collection break up to 24 hours in advance of a scheduled collection by contacting us via phone or email. A credit will be applied to your account that will appear on your next invoice. A collection break cannot be applied after a collection date has passed.
Bins can be placed on hold by notifying us via phone or email. To resume service from a bin hold notify us with 24 hour's notice before the next scheduled collection date. Ther date for the next invoice will be moved by the number of weeks that the bin was placed on hold.
A bin can be placed on hold for a maximum of 6 months.
5. Charges
Our price is determined by the service address you provided to us, so any change to your address may result in a different price being charged. Our prices include GST.
Additional charges will be incurred for picking up extra rubbish. Extra's must be bagged or placed in a Wheelie Bin.
- Extra empty of 240L General Waste bin - $20.00
- Extra empty of 120L General Waste bin - $10.00
- Extra empty of 240L Garden Waste bin - $11.50
- or charge per extra bag - $4.00 (Council issued size is counted as a single bag)
- The lid on your Wheelie Bin must be closed. If the lid is not closed due to rubbish causing it to overflow, we will charge an overflow charge of $4.00.
Green Waste Fees
- If Green Waste is disposed of in the General Waste service it may incur an additional fee of up to $15.00 depending on the volume of Green Waste disposed of. Green waste includes lawn clippings, weeds, foliage, leaves, and hedge trimmings.
Additional charges will be incurred for overweight bins. The weight limit for a 240L bin is 50KG. Weight limit for a 120L bin is 25KG.
If the bin is difficult for the driver to move, it will be considered overweight.
- Overweight charge - $11.00
The weight limit for the 660L bin is 150KG.
Any changes requested to your contract such as a change of collection frequency or Wheelie Bin type may incur an admin charge of $5.00 or delivery charge of $20.00.
6. Payment
You can pay annually, six monthly or three monthly in advance at the time you submit your order. You can also pay weekly, fortnightly, or 4 weekly using Direct Debit if you want to pay as you go.
7. Cancelling your service
We do not provide refunds for annual, six monthly or three-monthly prepaid subscriptions that are ended early.
On cancellation you agree to allow us access to the property for the purpose of collecting and removing our bin. If we are unable to retrieve the bin we will invoice you for the cost of the replacement bin.
8. Money back guarantee
If we are not able to deliver your bin or collect your waste in accordance with clause 3, we will refund you the charge for your missed service. To claim your money back, please let us know within 5 working days of your missed service, by contacting us through our website.
9. Using and looking after your Wheelie Bin
Please DO:
i. Put your Wheelie Bin out by 7am on the day of your collection.
ii. Place your Wheelie Bin on the grass verge or berm closest to where our collection vehicle passes, so the wheels and handle are closest to the road. Make sure the Wheelie Bin is clear of trees and other obstructions like parked cars or street light poles.
iii. Contain all the waste inside your Wheelie Bin without letting it spill over, and ensure the lid is closed.
iv. Ensure your Garden Waste Bin contains approved organic waste as outlined in clause 10 below.
v. 660L bins must be kept on a hard, flat level ground such as concrete so the driver can easily manoeuvre the bin to the truck.
Please do NOT:
i. Light fires or place hot embers or hot ash in the Wheelie Bin.
ii. Put any liquids or explosive, toxic, dangerous, hazardous or noxious materials in the bin. This includes materials like asbestos, acids, solvents, paints, unwrapped broken glass, minerals, grease, oil, or concrete. Animal faeces and kitty litter must be in bags in the general waste service. We do not take animal carcasses or entrails. Do not put large bulky items like tree branches or steel bars in your Wheelie Bin as our trucks will not be able to compact those items.
iii. Fill the Wheelie Bin to overflowing. Excess waste deposed of will incur a surcharge.
iv. Allow the waste in your Wheelie Bin to exceed 50kgs. Any excess weight will incur a surcharge.
10. Garden Waste
If you have signed up for Garden Waste services, the following additional terms apply:
i. Please ensure your Garden Waste Bin only contains approved organic waste. We cannot accept bamboo, flax, dirt or soil, rocks, animal faeces, household rubbish, newspaper, old compost, cooked food, woodchips, stumps or branches bigger than 100mm in diameter in the Garden Waste Bin. Garden Waste Bins containing any forbidden material will not be taken as this cannot be composted successfully. An additional charge will apply if forbidden material is found in the bin.
ii. In some areas you may be able to order extra collections in addition to your scheduled collections by contacting us in advance. These extra collections will be charged for at the rates applicable at the time. If you arrange for an extra collection, you cannot postpone your next regular collection. Extra collections may not be able to be ordered for any week in which there is a public holiday. You will be informed of the scheduled date for extra collections in your area when you contact us.
11. On-property collection
i. On-property collection may be offered in exceptional circumstances.
ii. If we are providing on-property collection, please ensure the placement of the Wheelie Bin(s) is near the front of your property convenient for the operator. Difficult positions such as steep driveways, narrow access ways and steps may impede the driver’s ability to empty the Wheelie Bin, resulting in a non-service. Unlock gates and tie up or secure dogs away from the Wheelie Bin location.
iii. We reserve the right to refuse on-property collection where the site is deemed by us as unsafe.
iv. We do not accept any liability for damage to your property that may occur when providing on-property collection.
12. Liability
You will be liable to us for any damage to our bins whilst in your possession, fair wear and tear excluded, and for any liability we incur as a result of you not complying with these terms. We do not accept any liability for damage to private roads that may occur when servicing properties on private roads.
13. Overdue Accounts
You undertake to pay the account in full on or before the due date. In default of such prompt payment, you undertake to pay late payment fees of 5% per month on any amount outstanding and to indemnify us and pay all costs and expenses on a solicitor/client basis if legal action is necessary; and/or Debt Collection Services fees, which we may incur in recovering from you overdue monies.
14. Making changes
a) Changes to Terms
From time to time we may need to change these terms, including adding new ones. We want to make sure we’re acting reasonably and in good faith. If any changes we make could have a detrimental impact on you, we will give you at least 28 days’ notice of the change by publishing the change on our website. Continuing to use our services after being notified in this way indicates you accept the changes. If you do not agree to the changes, you have the right to terminate this agreement.
b) Changes to Charges
We may change our prices from time to time. When we increase the prices for your services, we will give you 28 days’ notice by emailing you.
c) Changes to Services
We may change our services from time to time. If the change is within our control, we will provide you 28 days’ notice of such alterations by emailing you and by publishing the change on our website.
d) Changes Requested by Customer
If You request a change to the service, there may be additional charges that are incurred. Changes to collection frequency or change of address may incur a $10.00 Admin Fee. Change of Wheelie Bin size will incur a $20.00 delivery fee to exchange the Wheelie Bin.
15. Privacy
You authorise us to collect, keep and use personal information you provide to us to process payment for our services, or for any other purpose that you authorise. We comply with the Privacy Act 2020, and you have the right to access and correct any personal information we hold about you (there may be a reasonable charge for this). * In these Terms, "us" “our” or "we" means Wheelie Bin Services Limited (the owner of this website), and “you” means our customer, who purchases services from us on this website or via any other avenue.
