Refunds
Your right to a refund depends on whether something went wrong with your booked collection, and you decide to ask for a refund. We will refund you if:
- we have told you about an error in the price or description of the service and you do not wish to proceed
- there is a risk your collection will be significantly delayed because of events outside our control
- we are at fault for an unsuccessful collection and you tell us within two working days of your scheduled collection
- you change your mind within 14 days of booking a collection, provided the collection has not been completed. We cannot return your items and give you a refund
- you cancel your booking within the required cancellation notice period
Refunds will not be issued if:
- the required cancellation notice period (two working days before the scheduled collection) has not been met
- You have not correctly prepared your item ready for collection, resulting in an unsuccessful collection
- the items presented are contaminated, dangerous or could cause a health hazard to the collection crew and as a result, cannot be collected
- we suspend the service in exceptional circumstances. We will return to collect the items when normal service is resumed
- any items that are collected by a third party not working on our behalf, with or without the customer's approval
Refunds will be issued within 14 days of the refund application being received and agreed by the Council.