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New and replacement bins - Terms and conditions

New waste containers (bins) will be provided on the following terms and conditions only: Each household/property is entitled to one brown bin and one green bin (where applicable)

1.1 Bins will be delivered to the driveway of the property where available or left outside the front of the delivery address unless a location at the property has been specified in accordance with paragraph 8.2 below.

1.2 We will not enter buildings such as garages or sheds. We will deliver to back gardens and other outside areas but we reserve the right not to enter any areas where animals are loose or areas deemed unsafe for any other reason. If we are unable to deliver your bin, we will leave a note through your letterbox explaining why, and indicating what you need to do to re-arrange delivery.

1.3 We will attempt to deliver the bin in accordance with your special delivery requirements but are under no obligation to do so.

2.1 In order to be eligible for a refund of the administration and delivery charge for a bin you must comply with the Cancellation procedure below:

2.2 If you no longer require the delivery of a bin you must contact us before 12pm (noon) on the day before the scheduled delivery date, either:

  • By Telephone 01744 676789
  • Make a personal visit by the same specified time to Contact Centre, Ground floor Wesley House, Corporation Street, St Helens WA10 1HF

We do not accept cancellations/order amendments by email or voice mail.

You can cancel the entire delivery or remove specific items on the delivery.

Only the person who placed the order can cancel or remove items from it, unless the order was placed on behalf of someone else. In this instance we will allow both the person who placed the order and the person who is to receive the order to cancel or remove items. However we will only discuss any subsequent refund queries with the person who paid.

You will only be entitled to a refund for the cancelled items.

If you find your original bin after delivery of the replacement a refund will not be offered as administration and delivery has already taken place.

3.1 If you want to reschedule the delivery date of your order you must inform us by 12pm, the day before the scheduled delivery date. Contact details in section 2.2. Requests made after this timescale cannot be actioned as the order will have already been scheduled for delivery/delivered.

You may only reschedule the entire delivery not individual items.

Please Note: if you reschedule the delivery of a brown bin you will not receive a sack collection, therefore your general refuse will next be collected when you place your new brown bin out, the week after delivery.

If you have ordered the wrong bin colour by mistake and need to change it you must inform us by 12pm, the day before the scheduled delivery date. Contact details in section 2.2 Requests made after this timescale cannot be actioned, as the order will have already been scheduled for delivery/delivered.

Only the person who placed the order can reschedule its delivery or change the bin colour ordered, unless the order was placed on behalf of someone else. In this instance we will allow both the person who placed the order and the person who is to receive the order to request these changes.

We do not accept order changes by email

If you’d like to add products to your order, please place a new order for these items as it is not possible to add items to your order once it has been placed.

4.1 Occasionally, due to unforeseen circumstances, we may have to cancel a delivery. If this happens we will contact you using the contact details provided by you and organise re-delivery as soon as possible or at the latest within 30 days of your original request. We will not be responsible for any loss or inconvenience caused to you because of a cancellation by us.

5.1 If we fail to deliver on the designated delivery date, we will contact you to explain the reason and inform you of the new delivery date. We will not be responsible for any loss or inconvenience caused to you because of a failed delivery.

5.2 If you have not received your new or replacement bin by the end of the working day on which is was scheduled to be delivered and you have not been contacted by us to rearrange delivery then please call us on the next working day on 01744 676789. This is to ensure that all of the delivery information has been updated.

5.3 If, when we come to deliver your new or replacement bin, you have more bins than you are entitled to (most households are only allowed a maximum of 1 x brown 240 and 1 x green 240) then a new bin will not be delivered and unfortunately a refund will not be offered as administration and delivery has already taken place.

5.4 If we are at fault and we have failed to deliver the bin on your scheduled day then we will arrange for your bin to be delivered as soon as possible after we are notified that there has been an error with deliveries.

6.1 We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause that is beyond our reasonable control. This condition does not affect your statutory rights.

7.1 How and when will I be refunded?

As stated above you must inform us to cancel/remove items from a delivery within the required notice period to qualify for a refund. If you are eligible as part of the cancellation process a refund will be actioned in accordance with the following.

Payment Method

Refund Method

Refund Time (after refund approved)

Credit Card/Debit Card

The refund will be credited to the card you paid on. The refund will be automatically actioned by us as part of the order cancellation process; you do not need to be present for this. If you have supplied us with an email address we will send your confirmation of the refund when completed. The refund may take 3-5 days to show on your account; this timescale is subject to your banks processing time.

2 -3 Business Days

Cash

If you have paid for your order by cash, you will need to ring the Contact Centre to arrange for a refund as per the council's standard refund policy. They will be able to advise you on how this will be processed.

2- 3 Business Days

7.3 My Payment Card has changed/expired. How will I receive my refund?

7.3.1 St Helens Council is required to process all refunds to the original payment method applied when you placed your order. This is the case even if the payment card used has now expired, or your account has been closed or cancelled. Normally, in this case a refund will automatically be processed to the same account. If you have another payment card with the same issuing bank, they can typically apply the refund to your new card. If you no longer have a credit card with that bank, as an alternative they may be able to issue your refund by cheque.

8.1 If you are found to have more than your agreed bin allocation, we have the right to remove any surplus bins or containers.

8.2 Bins will be delivered to outside the property or on the driveway where available. The customer can choose from 2 special delivery options

a) Delivered to a specific location at the property, e.g. back garden

b) Delivered to a neighbour’s property. The neighbour’s property must be within a couple of houses on the same street.

If you require delivery to any back yard gate or door, you are responsible for ensuring that it is unlocked and marked with your property number to ensure that we can deliver to the correct location.

8.3 When ordering over the phone, your order will be accepted by us when we have processed your payment and we advise you over the phone that your order has been processed. Our acceptance of your order will create a legally binding contract between us, subject to these Terms and Conditions.

8.4 The provision of bins is subject to availability and we reserve the right to refuse to accept any order for any reason. In the event that we are unable or unwilling to supply a bin we will inform you as soon as possible and, where you have already paid, give you a full refund.

8.5 The bins will normally be delivered on the appointment date given at time of ordering for debit/credit card payments or after your cheque has cleared. However sometimes this may not be possible and if this is the case, we will contact you to advise of a new delivery date.

8.6 As soon as we deliver the bin to you, you are responsible for its safekeeping. We will not be responsible for any loss or damage after delivery.

9.1 We will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out below). We will fully comply with all applicable UK Data Protection and consumer legislation from time to time in force.

9.2 We will not share your Personal Information with any third party. However we may share your information with other departments within St Helens Council.