Refund procedure for bookings

Green Waste bagged collection

If you need to cancel your Green Waste bagged collection booking you must give at least 24 hours’ notice by either telephone, email or in person to receive a full refund, where a charge has been applied. We reserve the right not to refund if this is not given and will not offer a refund if you contact us on the same day of collection.

Any changes to your booking must be made at least 24 hours in advance of the scheduled collection. There is no guarantee that we will be able to add the additional items to your original booking if the service is at capacity for that day, or if you have exceeded the number of items. These additional items will be made as a new booking with a new collection date which will be at an additional cost where necessary and can only be done on the phone or in person.

If you have presented your items and these are taken either before or on the day of collection by a 3rd Party other than the Councils appointed contractor, we will not offer a refund unless you have cancelled the booking more than 24 hours before the collection date as specified above.

If the items booked are not out on the boundary or other agreed collection point on the agreed day, a refund will not be granted. 

No refunds will be issued if collections are delayed due to circumstances beyond our control such as bad weather or break down of vehicles. You will be offered an alternative collection if necessary.

If the bags are found to be contaminated with items that are not accepted on the service, they will not be taken and no refund will be given. It will be the responsibility of the resident to remove the contamination and rebook the bags for which a further payment will be required.

There will be no refund given for bags presented which are not on the original booking. Only the number of items on the booking will be taken.

Green Waste Premium service

Should you wish to cancel the Green Waste Premium service, you should contact the Council in writing to confirm this:

Contact Harlow, Harlow Council, Civic Centre, The Water Gardens, Harlow, Essex, CM20 1WG

There will be no entitlement, but the Council reserves discretion in exceptional circumstances to grant a refund in respect of the remainder of the year. 

At the written request of a resident moving to another suitable home in Harlow, the Council will arrange for the transfer of service to the new address from the specified date. If the Council deem the new property suitable for a wheeled bin, the resident should take this with them otherwise sacks will be provided. 

A refund will not be granted for individual non-collections of the bin should you choose not to present the bin for collection.

Bins or bags not presented on the boundary or other agreed collection point will not be collected or given a refund. 

If the bin or bags are found to be contaminated with items not accepted on the service, they will not be taken and a refund will not be given for the non-collection.  It will be the responsibility of the resident to remove the contamination and present the bin on their next scheduled collection day.

Bulky Waste collection

If you need to cancel your Bulky Waste collection booking you must give at least 24 hours’ notice by either telephone, email or in person to receive a full refund, where a charge has been applied. We reserve the right not to refund if this is not given and will not offer a refund if you contact us on the same day of collection.

Any changes to your booking must be made at least 24 hours in advance of the scheduled collection. There is no guarantee that we will be able to add the additional items to your original booking if the service is at capacity for that day, or if you have exceeded the number of items. These additional items will be made as a new booking with a new collection date which will be at an additional cost where necessary and can only be done on the phone or in person.

If you have presented your items and these are taken either before or on the day of collection by a 3rd Party other than the Councils appointed contractor, we will not offer a refund unless you have cancelled the booking more than 24 hours before the collection date as specified above.

If the items booked are not out on the boundary or other agreed collection point on the agreed day, a refund will not be granted. 

There will be no refund given for items presented which are not on the original booking. Only the number of items on the booking will be taken.

No refunds will be issued if collections are delayed due to circumstances beyond our control such as bad weather or break down of vehicles. You will be offered an alternative collection if necessary.

Pest control refund

Please make sure you specify the correct pest when making a Pest Control booking. If the Pest Control Officer arrives for a pre-booked appointment and the booking has been made for the incorrect pest then a reduced refund, where applicable, will be given. This is currently £16. No refund will be given if you have paid the concessionary rate.

When making a wasp treatment booking please ensure these are wasps. If the Pest Control Officer arrives for a pre-booked wasp treatment and they are identified as bees which are a protected species, we will not be able to carry out the treatment and a reduced refund amount will be given. This is currently £16. No refund will be given if you have paid the concessionary rate.

If you need to cancel your booking you must give at least 24 hours’ notice by either telephone or email to receive a full refund, where a charge has been applied. We reserve the right not to refund if this has not been done and will not offer a refund if you contact us on the same day of the appointment or when the Pest Control Officer visits your property.