Refund & Cancellation Policy
Last Updated: 3 June 2026
Summary of Key Terms
- Full refunds will normally be provided where a service is cancelled before any service has been provided.
- Garden waste subscriptions cancelled after bin delivery may be subject to a reasonable charge of up to £35 to reflect costs already incurred.
- Once garden waste collections have commenced, refunds are not normally available.
- Booked collection services may remain chargeable where an Onward Waste vehicle attends the property as arranged.
- Nothing in this policy affects your statutory consumer rights.
1. Scope
This policy applies to residential services purchased directly from Onward Waste Ltd online, by telephone or by other remote means.
This policy applies to, but is not limited to:
- Garden Waste Collection Subscriptions
- Garden Waste Sack Services
- Garden Waste Sack Collections
- Extra Bin Collections
- Black Bag Collections
- Bulk Bag Collections
- Sofa and Furniture Collections
- House Clearance Services
- Christmas Tree Collections
- Man and Van Collection Services
- Other residential waste collection services offered by Onward Waste Ltd
This policy does not apply to commercial waste services, trade waste agreements or business-to-business contracts, which are governed by separate terms and conditions.
By placing an order, you agree to this policy.
2. Consumer Cancellation Rights
If you purchase a service online or by telephone, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Nothing in this policy affects your statutory rights.
2.1 Statutory Cancellation Rights
The statutory cancellation period expires 14 days after the day on which the contract is entered into.
If you exercise your statutory right to cancel before any service has been provided, you will normally receive a full refund.
If you request that Onward Waste begin providing services during the 14-day cancellation period, you expressly acknowledge that you may be required to pay for services provided up to the date of cancellation.
If you cancel after Onward Waste has already provided part of the service, attended a property, delivered equipment, allocated resources or otherwise incurred costs in providing the service, Onward Waste may make a reasonable deduction from any refund to reflect the value of services already provided and costs reasonably incurred up to the date of cancellation.
Any refund due under your statutory cancellation rights will normally be processed using the original payment method no later than 14 days after receiving a valid cancellation request.
3. Garden Waste Collection Subscriptions
3.1 Cancellation Before Bin Delivery
If a subscription is cancelled before a bin has been delivered and before any service has been provided, a full refund will normally be issued.
3.2 Cancellation After Bin Delivery
Once a garden waste bin has been delivered, Onward Waste has incurred costs including administration, stock allocation, route planning, delivery and future recovery of the bin.
If a customer cancels after delivery of the bin but before collections commence, Onward Waste may retain a reasonable charge of up to £35 reflecting costs already incurred. These costs may include administration, stock allocation, route planning, delivery and recovery of the bin.
3.3 Cancellation After Collections Commence
Once the first garden waste collection has taken place, the service shall be deemed to have commenced.
Garden waste subscriptions are annual services linked to a specific property and collection route.
Subscription pricing is based upon reserving collection capacity, route allocation and administration for a specific property throughout the subscription period rather than the number of individual collections used.
For this reason, refunds will not normally be available once collections have commenced, except where required by law or where Onward Waste agrees otherwise at its sole discretion.
3.4 Moving House
Where operationally possible, Onward Waste may transfer a garden waste subscription to another address within our service area.
Where a transfer is not operationally possible, or where a customer does not wish to transfer the subscription, refunds will not normally be available for any unused portion of the subscription.
This is because the subscription fee relates to the annual service as a whole and the reservation of collection capacity for the subscribed property and route, rather than individual collections.
4. Collection Cancellation Notice
Cancellation requests for booked collections should be received by 4:00 pm on the working day before the scheduled collection date.
Cancellation requests received after this point may be treated as attended bookings and may remain chargeable where vehicles, labour or route allocation have already been committed.
5. Route Planning and Attendance
Waste collection services require route planning, vehicle allocation, labour allocation and scheduling in advance.
Where an Onward Waste vehicle attends the booked address at the agreed collection location and during the scheduled collection period, the service shall normally be considered chargeable whether or not waste is ultimately collected.
Attendance by an Onward Waste vehicle at the booked address shall constitute provision of the service for the purposes of this policy.
6. Customer Responsibilities
Customers are responsible for ensuring:
- Waste is ready for collection.
- Waste is presented in accordance with service instructions.
- Collection details supplied are accurate.
- Access is available at the time of collection.
- The correct waste is presented.
- Waste is safe and legal to transport.
7. Missed Collections, Customer Errors and Re-attendance
No refund will normally be provided where:
- Waste is not presented for collection.
- Waste has already been removed by another party.
- A council collection has already taken place.
- Access is unavailable.
- Gates are locked.
- Animals prevent safe access.
- The collection address supplied is incorrect.
- Waste is not ready when our vehicle attends.
- The wrong waste has been presented.
- The customer no longer requires the service after attendance has been made.
Where a collection cannot be completed due to customer error, access issues or waste not being presented, Onward Waste may, at its discretion, offer a re-attendance or an alternative collection date.
Any such re-attendance remains entirely at the discretion of Onward Waste and will depend on operational availability.
Nothing in this section creates an entitlement to a refund where a collection cannot be completed due to circumstances outside Onward Waste’s control.
8. Extra Bin Collections
Extra bin collection services are booked for a specific collection visit.
No refund will normally be provided where:
- The council empties the bin before our attendance.
- Another contractor empties the bin before our attendance.
- The bin is not presented.
- The bin is inaccessible.
- The customer no longer requires the collection after attendance has been made.
9. Garden Waste Sack and Bulk Bag Collections
No refund will normally be provided where:
- Sacks or bags are not presented.
- Sacks or bags have already been removed by another party.
- Access is unavailable.
- Waste exceeds the service purchased.
- Waste does not comply with service requirements.
- The customer cancels after attendance has been made.
10. Black Bag Collections
No refund will normally be provided where:
- Bags are not presented.
- Bags have already been removed.
- Access is unavailable.
- Prohibited waste is presented.
- The customer cancels after attendance has been made.
Additional charges may apply where the quantity of waste exceeds the service purchased.
11. Sofa, Furniture and Bulky Waste Collections
Bulky waste collections reserve vehicle capacity, labour and disposal arrangements.
Cancellations received more than two working days before the scheduled collection date will normally receive a full refund.
Cancellations received within two working days of the scheduled collection date may be subject to a reasonable cancellation charge reflecting costs already incurred.
No refund will normally be provided where:
- Our crew attends, and the item is unavailable.
- The item has already been removed.
- The item is inaccessible.
- The item differs materially from the description provided at the time of booking.
Additional charges may apply where items differ significantly from the original booking.
12. House Clearances and Man and Van Services
House clearance and man and van services reserve labour, vehicle capacity and disposal arrangements.
Cancellations received more than two working days before the booked appointment will normally receive a full refund.
Cancellations received within two working days of the appointment may be subject to a reasonable cancellation charge reflecting costs already incurred.
Where our crew attends the property and the customer no longer requires the service, the booking shall normally remain chargeable.
13. Failed Collections Caused by Onward Waste
Where Onward Waste is unable to complete a collection due to circumstances within our reasonable control, we will either:
- Rearrange the collection at the earliest reasonable opportunity; or
- Offer an appropriate refund where applicable.
14. Bin Ownership
Unless expressly sold to the customer, all bins supplied by Onward Waste remain the property of Onward Waste Ltd.
Onward Waste reserves the right to recover its property following cancellation or termination of a service.
Customers must make bins available for recovery within a reasonable period following cancellation. Onward Waste reserves the right to charge a reasonable replacement cost where a bin is lost, damaged beyond fair wear and tear, or not made available for collection following reasonable requests.
15. Exceptional Circumstances
We recognise that exceptional circumstances may arise.
Requests relating to bereavement, serious illness, relocation outside our service area or other significant events will be considered individually.
Any goodwill refund remains entirely at the discretion of Onward Waste Ltd.
16. Your Statutory Rights
Nothing in this policy limits or excludes your statutory rights, including your rights under the Consumer Rights Act 2015 to receive services performed with reasonable care and skill.
17. Contact Us
Onward Waste Ltd
Email: info@onwardwaste.co.uk
Telephone: 01983 632205
Website: www.onwardwaste.co.uk