General Terms and Conditions

Waste Management Residential Services Terms and Conditions as at 25 August 2017

Here is everything you need to know about purchasing and using residential services ordered through our website or in person.*

1. Making orders
When you place an order with us, you agree to use our services on a regular, ongoing basis until you cancel in accordance with clause 6.  You will need an email address that you check regularly, as this is how we will communicate with you.

2. Delivering your bin
If you do not already have a bin, we will deliver your bin within five working days of payment and confirmation of your order.

3. Scheduled collections
We will empty your bin on the scheduled collection date, or within two working days after your scheduled collection date, unless we have let you know in advance by email or text message that the date has changed. Where your scheduled collection falls on a public holiday your collection day may change.

4. Charges
Our price is determined by the service address you provided to us, so any change to your address may result in a different price being charged.  Our prices include GST.

5. Payment
You can pay annually, six monthly or three monthly in advance at the time you submit your order, or monthly in advance by direct debit to your credit card.  In some areas you may be able to pay weekly by direct debit to your bank account.

6. Cancelling your service
a) Payment monthly or weekly in advance
You can end your services at any time through our website. We will keep emptying your bin(s) until your prepaid period expires (maximum 4 weeks). If you cancel our services during the first 24 weeks, we will charge an early cancellation fee of $50.   
b) Annual, Six-monthly or Three-monthly pre-payment
We do not provide refunds for annual, six monthly or three monthly prepaid subscriptions that are ended early.
On cancellation you agree to allow us access to the property for the purpose of collecting and removing our bin.

7. Money back guarantee
If we are not able to deliver your bin or collect your waste in accordance with clause 3, we will refund you the charge for your missed service. To claim your money back, please let us know within 5 working days of your missed service, by contacting us through our website.

8. Using and looking after your bin
Please DO:
i. Put your bin out by 7am on the day of your collection.
ii. Place your bin on the grass verge or berm closest to where our collection vehicle passes, so the wheels are closest to your house and the lid is closest to the road. Make sure the bin is clear of trees and other obstructions like parked cars or street light poles.
iii. Contain all the waste inside your bin without letting it spill over, and ensure the lid is closed.
iv. Ensure your Garden Waste bin contains approved organic waste as outlined in clause 9 below.  
v. Ensure your Recyclable Waste bin only contains recyclables acceptable in your region.
Please do NOT:
i. Light fires or place hot embers or hot ash in the bin.
ii. Put any liquids or explosive, toxic, dangerous, hazardous or noxious materials in the bin. This includes materials like asbestos, acids, solvents, paints, unwrapped broken glass, minerals, grease or cooking oil, or concrete.
iii. Fill the bin to overflowing.
iv. Allow the waste in your bin to exceed 50kgs.

9. Garden Waste
If you have signed up for Garden Waste services, the following additional terms apply:
i. Please ensure your Garden Waste bin only contains approved organic waste.  We cannot accept bamboo, flax, dirt or soil, rocks, household rubbish, newspaper, old compost, cooked food, woodchips or stumps or branches bigger than 100mm in diameter in the Garden Waste bin. Bins containing any forbidden material will not be taken as this cannot be composted successfully. An additional charge will apply if forbidden material is found in the bin.
ii. In some areas you may be able to order extra collections in addition to your scheduled collections by contacting us in advance. These extra collections will be charged for at the rates applicable at the time.  If you arrange for an extra collection, you cannot postpone your next regular collection. Extra collections may not be able to be ordered for any week in which there is a public holiday. You will be informed of the scheduled date for extra collections in your area when you contact us.

10. Recyclable Waste
If you have signed up for Recyclable Waste services, the following additional terms apply:
i. Please no light bulbs, window glass, crystal, ceramics or pottery.
ii. Glass bottles and jars – remove corks or caps from bottles and lids from jars. In some regions, glass needs to be separated from other recyclables. Please refer to the website for details for your region.
iii. Paper and cardboard - newspapers, magazines, junk mail and all other paper and cardboard is accepted. Oily, stained cardboard boxes cannot be recycled and are not accepted.
iv. Plastic containers – remove the caps and squash the bottle flat.
v. Please ensure your Recyclable Waste bin contains only those recyclables acceptable in that bin in your region. Please refer to our website for details for your region.

11. On-property collection
i. On-property collection may be offered in some regions.
ii. If we are providing on-property collection, please ensure the placement of the bin(s) is near the front of your property convenient for the operator. Difficult positions such as steep driveways, narrow access ways and steps may impede the driver’s ability to empty the bin, resulting in a non-service. Unlock gates and tie up or secure dogs away from the bin location.
iii. We reserve the right to refuse on-property collection where the site is deemed by us as unsafe.

12. Liability
You will be liable to us for any damage to our bins whilst in your possession, fair wear and tear excluded, and for any liability we incur as a result of you not complying with these terms.

13. Making changes
a) Changes to Terms
From time to time we may need to change these terms, including adding new ones. We want to make sure we’re acting reasonably and in good faith. If any changes we make could have a detrimental impact on you, we will give you at least 28 days’ notice of the change by emailing you and publishing the change on our website. Continuing to use our services after being notified in this way indicates you accept the changes. If you do not agree to the changes, you have the right to terminate this agreement.
b) Changes to Charges
We may change our prices from time to time. When we increase the prices for your services we will give you 28 days’ notice by emailing you and publishing the changed prices on our website.
c) Changes to Services
We may change our services from time to time. If the change is within our control, we will provide you 28 days’ notice of such alterations by emailing you and by publishing the change on our website.

14. Privacy
You authorise us to collect, keep and use personal information you provide to us to process payment for our services, or for any other purpose that you authorise. We comply with the Privacy Act 2020, and you have the right to access and correct any personal information we hold about you (there may be a reasonable charge for this).

* In these Terms, "us" “our” or "we" means Waste Management NZ Limited (the owner of this website), and “you” means our customer, who purchases services from us on this website.