Effective Date: September 1, 2024

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 & Bins, your trusted local green 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 us 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 23. 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 Minimum Term: All subscriptions have a minimum term of 12 months, whether prepay or on PayAsYouGo option, unless otherwise arranged before signup you.

3. DELIVERIES AND SETUP

3.1 All garden bags & frames and garden wheelie bins are delivered and set up for FREE.

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 working days.

4. SCHEDULED COLLECTIONS

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

4.2 We will email you a link to your online portal where you can view your future collection days and have full access to your Green Collect account any time.

4.3 Collections start from 7:00 AM on your collection day.  Email reminders are sent the 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 48 hours before your scheduled collection date in accordance with clause 6. You can notify us via email or phone.

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 for a discounted plan, please refer to Clause 8 of the “Promotion Terms and Conditions”.

6.2 If you are on a standard (non-discounted) plan, you are allowed 2 postponements per calendar year. These are often used in winter, during holidays or for other unforeseen. To postpone a collection, you must notify us at least 48 hours before your scheduled collection date. For example, if your scheduled collection is Thursday, please contact us no later than 4:00 PM 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.

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. PAYMENTS

9.1 Prepaid In Advance

(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.

To help us deliver a reliable ongoing service we will automatically invoice you for 6 collections in advance after your last prepaid collection. Payment is required upon receipt of the invoice.

After the initial term, you can choose the following pre-payment options:

Prepay for 12, 8 or 4 months in advance, or

Switch to our PayAsYouGo option (billed every 28 days).

(b) We do not refund unused prepaid collections.  However, if you are moving, and have unused prepaid collections at the time of cancellation, you can transfer them to any other property (or customer) within our service area. 

If unused prepaid collections are not used or transferred within 90 days of your last service, they will be cancelled.

9.2 PayAsYouGo (billed every 28 days)

(a) The PayAsYouGo (billed every 28 days) pricing is based on prompt payment. Payment is required upon receipt of our invoice. 

To ensure continuous collections please keep your account up to date. 

Please note: if you require invoices to be posted or provide an invalid email address (including if you have not paid your invoice after we have sent it to the email address you provided four times), a $3.00 postage surcharge will apply per.

9.3 Direct Debit/Internet Banking, Credit Card or Cash

(a) Payments can be made direct to our bank account. The bank account number is shown at the bottom of each invoice and statement.

(b) Payments made by credit card will incur a 2.5% surcharge to cover the processing costs charged to us.

(c) Cash can be paid in person when we are collecting your garden bag or garden bin.

(d) 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. This fee helps covers our reasonable costs of managing your overdue account.  

 

11. GREEN GARDEN WASTE ONLY AND PROHIBITED ITEMS

11.1 Our service is to collect green garden waste only. Green garden waste typically refers to materials that grow from the ground upwards. Please be aware that we cannot accept noxious weeds, bamboo, flax, household waste, soil, rocks, dirt, newspaper, old compost, animal droppings, woodchips, or branches larger than approximately 100mm in diameter and/or 0.75 meters in length. If your garden bag or bin contains any of these prohibited items, we will not be able to collect it as these items cannot be composted successfully. You will be charged the full collection fee for an attempted pickup if prohibited items are present. Additional charges will apply if prohibited items are found in the garden bag or bin we collect. If prohibited items cause damage or contamination to our truck, we reserve the right to charge you for the costs of removing the items and cleaning the truck to eliminate any traces of contamination.

 

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 25 meters of the road, although for flat driveways, collections can be made up to 50 meters. If necessary, a special service can be arranged for an additional fee; please contact our office for further details. 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 OVERFULL 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. We will return to collect both bags the regular garden bag and the extra bag on your next scheduled collection date. You will be charged the usual garden bag collection fee along with the extra bag collection fee, which will be the same rate as your regular garden bag fee.

 

14. PLACEMENT OF WHEELIE BINS

14.1 Kerbside Wheelie Bin Customers Only: 

(a) Please ensure your 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 Wheelie Bin service, if you forget to put your wheelie bin out on kerb we will try to retrieve it for you, if possible, which means you will not miss your collection. A $3.00 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 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 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 Wheelie Bin Customers Only:

(a) Please ensure your 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 wheelie bin to be within 25 meters of the road, although for flat driveways, collections can be made up to 50 meters. If necessary, a special service can be arranged for an additional fee; please contact our office for further details. 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 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.

 

15. OVER FULL BINS

15.1 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 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. EMERGENCY SITUATIONS

18.1 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.

19. LOST OR DAMAGED PRODUCTS

19.1 You will be charged for lost or damaged products. Lost bags ($25.00), lost or damaged frames ($55.00), and lost or damaged bins ($90.00).

20. DOG OR OTHER ANIMAL LITTER

20.1 Please do not place any animal litter into the garden bags or garden wheelie bins. Not only is it unpleasant for our road team, but there can also be other diseases/toxins found which reduces the quality of the compost. Garden bags or garden wheelie bins that contains 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 if the dog or other animal litter has been removed.

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

21. CHRISTMAS TREES

21.1 We will automatically remove Christmas trees that are left next to your garden bag or garden wheelie bin on your regular collection day. Christmas trees will be charged at the same price as our standard 600-litre garden bag. By leaving your Christmas tree beside your garden bag or garden wheelie bin on your usual collection date, you are accepting that the standard price of a 600-litre garden bag collection fee will be charged to your account.

22. MOVING HOUSE

22.1 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.

22.2 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.

22.3 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.

23. TERMINATION OF SERVICE

23.1 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. 

23.2 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).

 

24. EARLY CANCELLATION OF SERVICE

24.1 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.

25. ACCOUNTS IN CREDIT ON TERMINATON

25.1 By signing up for our garden bag and garden wheelie bin service, you agree to pay for a minimum of 6 months of the standard scheduled collections before you can terminate the service. If you have signed up for a discounted price, the minimum term you are required to pay for will be as outlined in the “Promotion Terms and Conditions”

25.2 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.

26. PERSONAL INFORMATION

26.1 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.

27. MAKING CHANGES

27.1 Changes to Terms and Conditions

(a) From time to time, we may need to change these terms and conditions, 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. We will tell you by emailing you, and we will publish the change on our website.

(b) Continuing to use our services after being notified in this way 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.

27.2 Changes to Charges

(a) The price for the service(s) you select will remain fixed for at least 12 months from the date you sign up. After this period, prices may change from time to time. Should any price changes occur we will publish the change on our website, and we will also inform you at least 28 days in advance via email, using the email address you have provided.

27.3 Changes to Services

(a) 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. We will tell you about any such changes by emailing you and publishing the change on our website.

 

Definition 

“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.