Bulky waste

General terms

1.1. These are the terms and conditions (the “Terms”) on which the household bulky waste collection service (the “Service”) is provided by Dumfries and Galloway Council (the “Council”). By completing the Booking and paying for the Service, the Customer is deemed to have accepted these Terms.

1.2. Once the Customer has completed the Booking and provided payment, the Council will confirm the Service provision. For the avoidance of doubt, the contract is not formed until the Council has issued confirmation.

1.3.The Booking may be completed:

1.3.1. Online by completing the booking form on the Council’s website;
1.3.2. Over the phone by calling the Contact Centre on 030 33 33 3000; or
1.3.3.In person at one of the Council’s Customer Service Centres.

1.4. These terms are subject to change at the Council’s discretion without notice.

1.5. The headings in these Terms are for ease of reference only, and will not affect interpretation.

1.6. Customer data provided to the Council shall be treated in accordance with the Council’s Privacy Policy and applicable data protection law.

2. Bulky waste presentation

2.1. The Council will collect items in accordance with the lists available on the Bulky Waste page of the Council’s website, as amended from time to time.

2.2. The Council reserves the right not to remove any bulky waste which:

2.2.1. is not as described in (or is additional to that which was described in) the Booking;
2.2.2. is of excessive weight; 
2.2.3. is inaccessible at the time of collection;
2.2.4. is unable to be removed safely by a two-person crew;
2.2.5. is in a dangerous condition; 
2.2.6. is likely to be dangerous to staff or likely to damage equipment;
2.2.7. is not presented at the Collection Point; or 
2.2.8. may be detrimental to the health and safety of Council staff.

2.3. The Council reserves the right not to remove upholstered furniture or other furniture containing persistent organic pollutants (POPs) which is not wrapped.

2.4. The Council will not dismantle furniture, disconnect cookers, or remove loose waste.

2.5. The Council will not help the Customer carry bulky waste from their property to the Collection Point.

2.6. The Council, at its sole discretion, will determine whether any bulky waste meets the criteria of this clause 2.

3. Obligations of the customer

3.1. The Customer will describe their items as accurately as possible at Booking.

3.2. The Customer will ensure that any bulky waste to be collected is presented at the Collection Point by 7:30am on the Collection Day(s).

3.3. The Collection Point is a point within 5 metres of where the Customer’s bins are usually collected. If the Customer wishes to request an alternative Collection Point, they may contact the Bulky Waste team.

3.4. The Collection Point may not be inside a closed premises such as a locked garden, shed or garage. Collection crews will not enter buildings to remove waste.

3.5. The Customer will present waste in a manner which avoids creating obstruction on the footway insofar as is possible. In any case, carriageways must not be obstructed by bulky waste at any time.

3.6. The Customer will not present waste in a manner which causes a hazard.

3.7. The Customer will ensure that waste is clean and in a hygienic condition, as well as free from pests, vermin and all other forms of infestation.

3.8. The Customer will ensure that bulky waste is adequately stored and secured when not scheduled for collection.

4. Missed collections

4.1. Collection errors or other conditions beyond the Council’s control may result in Service disruption or missed collections.

4.2. The Council shall not be liable to the Customer or any other party for failure to provide the Service.

4.3. Subject to clause 4.4, where waste has not been collected:

4.3.1. The Customer should contact the Council to report a missed collection.
4.3.2. The Council will advise when a new collection can be attempted. This will normally be within 5 working days, where operationally possible.

4.4. The Council will not return to collect waste which was not collected and this is due in whole or in part to the Customer’s failure to comply with their obligations under these terms. This includes, but is not limited to, where waste was not presented timeously, or where waste was not presented in accordance with clause 2 of these Terms.

5. Invoices, charges and payment

5.1. The Council will make the table of charges available on its website and on request. Charges are reviewed on an annual basis with effect from 1 April each year. The Customer will be advised of the total cost for the Service at Booking, prior to payment.

5.2. Payment must be made for the Service by the Customer in advance.

5.3. Payment may be made:

5.3.1. Online via credit or debit card
5.3.2. By calling the Contact Centre on 030 33 33 3000; or
5.3.3. In person at one of the Council’s Customer Service Centres via cash, credit or debit card.

6. Amendment and cancellation

6.1. The Customer may not add additional items to the Service once the Booking has been confirmed.

6.2. Subject to availability, the Customer may change the item or amend the collection date once the Booking has been confirmed. This may be done up until 2 working days (or 2 days, if the amendment is made via the Council’s website) prior to the collection date as agreed in the original Booking and confirmation.

6.3. The Customer may submit a cancellation or amendment request:

6.3.1. on the Bulky Waste page of the Council’s website;
6.3.2. via email to [email protected]; 
6.3.3. by calling the Contact Centre on 030 33 33 3000; or
6.3.4. in person at one of the Council’s Customer Service Centres.

6.4. The Council reserves the right to withdraw or cancel the Service without notice in the event of emergency situations, civil commotion, riot, industrial action, adverse weather conditions, force majeure, or other circumstances outwith its control.

6.5. Refunds will not be given:

6.5.1. If the cancellation or amendment request was made without the requisite notice as specified in clause 6.2;
6.5.2. If waste was not collected due to the Customer’s failure to comply with their obligations under these terms, including in particular where waste was not presented timeously, or where waste was not presented in accordance with clause 2 of these terms;
6.5.3. Where waste was uplifted by a third party prior to the Council’s attendance and no cancellation request was made; or
6.5.4. Where the collection was missed due to circumstances beyond the Council’s control, including in terms of clause 6.4.

7. Liability

7.1. The Customer hereby agrees to indemnify the Council, including any agents, contractors, licensees, operators, and/or staff, against any claim whatsoever arising out of or in connection with the Customer’s waste, use of Bulky Waste, and/or the Service to the maximum amount and degree allowable by law.

7.2. Nothing in these Terms shall limit the liability of the Council for any personal injury, death or property damage to the extent that this is due to the negligence of the Council, its staff or agents in delivering the Service.  

8. Jurisdiction and severance

8.1. These Terms will be governed by the laws of Scotland. The Council and the Customer submit to the exclusive jurisdiction of the courts of Scotland.

8.2. If any provision of these Terms is or becomes invalid, unlawful, illegal, or unenforceable, it will be deemed deleted. Such deletion will not affect the validity and enforceability of the rest of the Terms.