Refunds/reallocations
You may have the right to:
- a refund, if you booked a paid for bulky waste collection
- a reallocation if you booked a free bulky waste collection
Both of these depend on whether something went wrong with your booked collection, and you ask for either:
- a refund
- a reallocation
We will refund/reallocate 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
We will not refund/reallocate you if:
- the required cancellation notice period (two 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/reallocations will be issued within 14 days of the application being received and agreed by the Council.