Thank you for signing up for our service. Here’s everything you need to know about the offer. Lots of words, we know, but it’s all the important stuff so please make sure you read and understand it all!

1. INTRODUCTION

1.1 Welcome to Green Collect Garden Bags and Bins, your trusted local garden waste collector. We are proudly 100% Kiwi owned and operated, committed to providing the best green waste collection service in Auckland. To help us maintain our high standard of service, we have outlined below what you can expect from Green Collect and what we ask you to do in return so we can deliver this service.

2. YOUR SUBSCRIPTION

2.1 When you place an order with us, you are subscribing to a regular, ongoing garden waste collection service until you cancel in accordance with Clause 24. To keep things running smoothly, please provide us with an email address that you check regularly, as this is our main method for communication.

2.2 Initial Term: All subscriptions require a 12-month minimum term, unless otherwise arranged before signup. After this period, the service will continue on a month-to-month basis until cancelled.

3. DELIVERY AND SETUP

3.1 All garden bags & frames and garden wheelie bins are delivered and set up for FREE, usually within 2–3 working days.
Please Note: We supply the garden bags & frames, and the garden wheelie bins for your use as part of our service, but they remain the property of Green Collect. If your subscription is cancelled, we will collect our property on your next scheduled pickup, which will also be your final charged collection.

3.2 If you place your order in person while we are servicing your area, we can immediately set you up with a garden bag & frame (as we carry stock in the truck) or arrange delivery of your garden wheelie bin within 2 – 3 working days.

4. SCHEDULED COLLECTIONS

4.1 Once your order is delivered, you will receive a confirmation email, a welcome pack and your first collection date via email.

4.2 We will email you a private link to your Client Hub where you can: check upcoming collection dates, view invoices, send us a request and more at any time.

4.3 Collections start from 7:00 AM on your collection day. Email reminders are sent 5 days and 1 day before each scheduled collection.

4.4 We will empty your garden bag or garden bin as scheduled unless access is unavailable.

4.5 Collections may be delayed due to circumstances beyond our control such as public holidays, events, traffic conditions or adverse weather events.

4.6 If you wish to skip a scheduled collection, you will need to notify us in accordance with Clause 6 (Postponements).

5. ACCESS REQUIREMENTS

5.1 If you have not postponed your collection in accordance with clause 6 and access is denied (i.e. dogs, stairs, locked gates, vehicle obstructing etc.) the full collection fee will be charged for the attempted collection.

6. POSTPONEMENTS

6.1 If you have signed up to a discounted plan, no postponements are permitted during the initial 12-month term.

6.2 Once the initial 12-month discounted period has ended, you are entitled to up to two (2) postponements per calendar year.

6.3 To postpone a collection, you must notify us at least 48 hours before your scheduled collection date. For example, if your scheduled collection is on a Thursday, you must contact us no later than 4:00 PM on Tuesday.

7. PRICING

7.1 The price for the service(s) you select will remain fixed for at least 12 months from your signup date. After this period, prices may change from time to time. If any changes occur, we will inform you at least 28 days in advance via email, using the email address you have provided.
7.2 All prices listed on our website are inclusive of GST.

8. MONEY BACK GUARANTEE

8.1 If we are not able to deliver your garden bag or garden bin because you are outside of our servicing area, or if we can’t service your property for various reasons, we will fully refund your money.

9. PAYMENT

9.1 Prepaid In Advance

a) Prepaid Services:
All garden bag and garden bin collection services are prepaid in advance. When you order a service, you are required to pay the full amount for the selected term before collections commence.

After the initial term, all customers will be automatically invoiced for six (6) collections in advance. Payment is required upon receipt of the invoice to ensure uninterrupted service.

Customers may choose to prepay for twelve (12) collections in advance. Where twelve (12) collections are prepaid in advance, the thirteenth (13th) collection of one (1) bag or one (1) bin will be collected for FREE.

b) No Refunds on Unused Prepaid Collections:
Unused prepaid collections are non-refundable. However, if you are moving and have unused prepaid collections at the time of cancellation, you may transfer those collections to another property or customer within our service area.

If unused prepaid collections are not used or transferred within sixty (60) days of your last collection, they will be forfeited and cancelled.

9.2 Payment Terms & Account Status

a) All invoices are payable upon receipt. To ensure continuous collections, your account must be kept up to date at all times.

b) Posted invoices & Invalid Email Addresses – If you request invoices to be posted, or if you provide an invalid email address (including where invoices have been emailed to the address provided on four occasions without payment), a $3.00 postage surcharge per invoice will apply.

9.3 Payment Methods

a) Direct Debit / Internet Banking: Payments can be made directly to our bank account. Our bank account details are shown at the bottom of each invoice and statement.

b) Credit Card Payments: Payment made by credit cards will incur a 2.5% surcharge to cover the processing costs charged to us.

c) Cash Payment: Cash payments may be made in person when we do the delivery and setup your garden bag or bin or during scheduled collections.

d) Cheques: We do not accept cheques.

10. OVERDUE ACCOUNTS

10.1 Where payments are overdue, your account may be temporarily suspended until all outstanding balances are settled. If payment is not received within 30 days of the due date, the service will be terminated, and the account may be referred to a credit collection agency. Green Collect also reserves the right to apply an administration fee for overdue accounts, in addition to any fees imposed by the collection agency.

11. GREEN GARDEN WASTE ONLY AND PROHIBITED ITEMS

11.1 Acceptable Garden Waste:
Our service is strictly for green garden waste only. Green garden waste includes leaves, grass clippings, hedge trimmings and small branches.

11.2 Prohibited Items:
Please do not place the following items in your garden bag or bin:

• Rocks, gravel or stones

• Old compost or potting mix

• Bamboo, flax or noxious weeds

• Animal droppings, household waste or food scraps

• Woodchips or newspaper

• Branches larger than approximately 100mm in diameter and/or 0.75 meters in length

If prohibited items are found, the collection will not proceed and the full collection fee will apply.

11.3 Contamination Consequences:
A contamination fee of $100 or more may apply based on transfer station charges.

12. PLACEMENT OF GARDEN BAGS

12.1 Please ensure your garden bag is placed in a location that allows easy access for us. Difficult placements, such as on steep driveways, narrow paths, or up/down stairs, can cause potential injury or harm to us or hinder our ability to empty the garden bag, resulting in a missed collection. We require your garden bag to be within 15 meters of the road. If we are unable to access your property due to obstacles like locked gates, aggressive pets, stairs, vehicles blocking access etc., you will still be charged the garden bag collection fee for the attempted collection. Additionally, if you miss the scheduled collection and request a return visit, an extra collection fee will apply, along with the original charge for the attempted collection.

13. HEAVY AND OVER FULL GARDEN BAGS

13.1 We manually handle the garden bags, so we must be able to move them safely. For health and safety reasons, please do not overfill your garden bag and ensure that no material is protruding past the top of the frame, as this makes it difficult to remove the bag from the frame.

We will do our best to empty your bag, but if we are unable to move it safely, we will leave an extra bag for you to redistribute the contents between the regular garden bag and the extra bag. The standard collection fee for the attempted pickup of your garden bag will still apply and we will return on your next scheduled collection date to collect both bags and you will be charged the usual garden bag collection fee plus the extra bag collection fee, which will be the same rate as your regular garden bag fee.

14. PLACEMENT OF GARDEN WHEELIE BINS

14.1 Kerbside Garden Wheelie Bin Customer Only

a) Please ensure your garden wheelie bin is left out on the kerbside by 7:00 AM on your collection day. It should be placed in the same position as your council recycling bin. As part of our standard Kerbside Garden Wheelie Bin service, if you forget to put your wheelie bin out on kerbside, we may, at our discretion, attempt to retrieve it for you, if possible, which means you will not miss your collection. A $5.00 property service fee will be charged and invoiced separately. If your garden wheelie bin is empty, we will not charge the additional fee. We cannot guarantee collection of wheelie bins that are not kerbside. If you do not want this retrieval service, please let us know in the comments section when you sign up.

b) Where you have not left your garden wheelie bin on the kerbside and the access to your property is denied due to obstacles like locked gates, aggressive pets, stairs, vehicles blocking access etc., and we can’t retrieve your garden wheelie bin, you will still be charged the kerbside garden wheelie bin collection fee for the attempted collection.

c) If you do not put your wheelie bin out by the notified collection time and miss the truck but want us to return to collect the wheelie bin, then an additional collection at your standard collection cost will also apply in addition to you having already been charged the usual wheelie bin collection fee for the attempted collection.

14.2 Property Collection Garden Wheelie Bin Customer Only 

a) Please ensure your garden wheelie bin is placed in a location that allows easy access for us. Difficult placement, such as on steep driveways, narrow paths, or up/down stairs, can cause potential injury or harm to us or hinder our ability to empty the wheelie bin, resulting in a missed collection.

b) We require your garden wheelie bin to be within 15 meters of the road. If we are unable to access your property due to obstacles like locked gates, aggressive pets, stairs, vehicles blocking access etc., you will still be charged the property wheelie bin collection fee for the attempted collection. Additionally, if you miss the scheduled collection and request a return visit, an extra collection fee will apply, along with the original charge for the attempted collection.

c) If you do not put your garden wheelie bin out by the notified collection time and miss the truck but want us to return to collect the garden wheelie bin, then an additional collection at your standard collection cost will also apply in addition to you having already been charged for usual garden wheelie bin collection fee for the attempted collection.

15. HEAVY AND OVER FULL GARDEN WHEELIE BINS

15.1 We manually handle the garden wheelie bins, so we must be able to move them safely. For Health and Safety reasons, please do not overfill your garden wheelie bin, and ensure that there is no material protruding past the brim of your bin and that the lid of the bin is closed properly. Any excess garden waste in the bins needs to be removed before it can be emptied, unfortunately this will be left beside your garden wheelie bin.

16. ENTRY ON TO PROPERTY

16.1 You acknowledge and agree that, if we are required to collect your garden bag or your wheelie bin from on your property, we have the right to enter your premises solely for the purpose of collecting your garden bag or your wheelie bin. Our staff will carry identification which they will provide upon request, and will always act courteously, professionally and with consideration. Please ensure that any animal at your property that may pose a risk to our staff are securely contained and controlled during our visit.

17. COLLECTION ISSUES

17.1 If you have any issues with your collection, please contact us within 2 days via our website or email and we will work with you to determine the source of the issue. If it’s our error, we will arrange to return and fix the problem.

18. MISSED COLLECTIONS

18.1 We aim to complete all scheduled collections reliably and on time. If your garden bag or bin is not collected on the scheduled date due to an error on our part, you will not be charged for the missed collection. You must notify us within 2 days of the scheduled collection. If confirmed, we will return to complete the collection at no additional cost.

18.2 If the collection is missed due to customer error, including but not limited to bags/bins not being ready or placed out by 7:00 AM, blocked access (e.g. locked gates, animals, parked vehicles), contaminated or overfilled bins/bags, the full collection fee will still apply. If a return collection is requested, an additional fee will also apply.

19. EMERGENCY SITUATIONS

19.1 If you require an emergency collection and we can assist, you will need to contact us and subject to our availability, we can organise a collection within 48 hours. There is a premium charge for this service so please contact us to discuss options.

20. LOST OR DAMAGED PRODUCTS

20.1 You will be charged for lost or damaged products. Lost bags ($25.00), lost or damaged frames ($65.00), and lost or damaged bins ($90.00).

21. DOG OR OTHER ANIMAL LITTER

21.1 Please do not place any animal litter into the garden bags or the garden wheelie bins. Not only is it unpleasant for our road team, but there can also be other diseases/toxins found which reduce the quality of the compost. Garden bags or garden wheelie bins that contain dog or other animal litter will not be emptied and you would need to remove the litter. The full collection fee will still be charged for the attempted collection. We will return on your next collection date and only collect your garden bag or garden wheelie bin if the dog or other animal litter has been removed.

Note that animal droppings should be placed in your normal council refuse collection.

22. CHRISTMAS TREES

22.1 Christmas Tree Collections

a) Christmas tree collections must be booked in advance. Christmas trees left out without a prior booking will not be collected.

b) Where a Christmas tree collection has been booked, the tree needs to be placed next to your garden bag or garden wheelie bin on your regular scheduled collection day.

c) Standard Christmas trees are charged at $25.00 per tree. Larger or oversized trees will incur an additional charge depending on size.

By booking the Christmas tree collection and leaving the tree beside your garden bag or garden wheelie bin on your usual collection date, you agree to the applicable Christmas tree collection charge.

23. MOVING HOUSE

23.1 If you are moving house and want to continue your collection service with us, please double check with us first to see if we service the new area or not.

23.2 If we confirm that we service your area you can take your garden bag and frame or garden wheelie bin with you to your new address. If you would like us to relocate your garden bag and frame or garden wheelie bin for you, we can help with this but a relocation fee will apply.

23.3 You will need to notify us 48 hours before your scheduled collection date. For example, if your scheduled collection is Thursday you will need to postpone your collection by 4pm Tuesday at the latest.

24. TERMINATION OF SERVICE

24.1 If you no longer require our service, please advise us to avoid us continuing to service your address and to prevent extra charges to you. Confirm with us when your last collection is required within 48 hours prior to your next scheduled collection. Your standard collection fee will apply for this final collection.

24.2 If you require to terminate the service urgently, an urgent removal fee will apply, and we will send a vehicle to remove the garden bag and frame or the garden wheelie bin within 48 hours (subject to staff availability).

25. EARLY CANCELLATION OF SERVICE

25.1 If you sign up for a service and we deliver your order of the garden bag and frame or the garden wheelie bin to your property, and you decide not to have the service and cancel prior to your first collection, a $40.00 charge will apply to cover our reasonable costs and expenses of processing your service sign up, delivering and removing the garden bag and frame or the garden wheelie bin.

26. ACCOUNTS IN CREDIT ON TERMINATION

26.1 By signing up for our garden bag and garden wheelie bin service, you agree to the minimum term applicable to your plan as outlined at signup or in the Promotion Terms and Conditions.

26.2 After the initial term, if you cancel your service and your account has a credit balance, we will issue a full refund to your nominated bank account. A standard collection fee will be charged for the final collection before the refund is issued.

27. SERVICE EXCHANGES (BIN & BAG CHANGES)

27.1 Initial Setup
The initial delivery and setup of garden bag & frame or garden wheelie bin is provided free of charge provided the customer signs up to a minimum 12-month service term.

27.2 Service Exchanges
After the initial setup, customers may request to exchange their current garden wheelie bin or garden bag to a different size or service type, subject to availability.

27.3 Exchange Fee
A $45.00 service exchange fee applies to all bin or bag exchanges.

27.4 Price Difference
Where the new service selected is priced higher or lower than the current service, we will calculate the price difference on a pro-rata basis and invoice or credit the difference accordingly.

27.5 Non-Refundable Fee
This service exchange fee is non-refundable regardless of whether the exchange results in an increase or decrease in service pricing.

27.6 Cleaning Requirement
All garden bins must be fully empty and washed/cleaned before the exchange. If additional cleaning or washing is required, or if waste remains inside the bin or bag, we reserve the right to delay the exchange and/or apply an additional cleaning fee.

28. MAKING CHANGES

28.1 Changes to Terms and Conditions 

a) Prepaid payment for garden bag or garden bin collections is made in advance. When you order a garden bag or garden bin service, you are required to pay the full amount for the chosen service. From time to time, we may need to change these terms and conditions, including adding new ones. If any changes we make could have a detrimental impact on you, we will give you at least 28 days’ notice.

b) Continuing to use our services after being notified indicates you accept the changes.

c) If you do not agree to the changes, you have the right to terminate your garden bag or garden wheelie bin service with us.

28.1 Changes to Charges 

a) Prices remain fixed for at least 12 months from signup. After this period, prices may change with 28 days’ notice.

28.1 Changes to Services 

a) We may change our services from time to time. Where possible, we will provide 28 days’ notice.

29. PERSONAL INFORMATION

29.1 In order to provide you with our garden bag or garden wheelie bin service, we need to collect certain personal information. By sharing your personal details with us, you consent to their use for the purpose of delivering our service. You have the right to access the personal information we hold about you and in any information is incorrect you can request that we make the necessary corrections.

Definitions

• “We,” “Us,” “Our” – refers to Green Collect
• “You” – refers to the customer

Green Collect reserves the right to amend these terms and conditions at any time.