Manage or cancel my subscription
1. Your 14-day cooling-off right
You have a statutory right to cancel within 14 days of entering the contract, without giving a reason. This is separate from the ordinary notice period below.
- If you didn’t ask us to start early, we won’t collect during this period, and cancelling within it means you pay nothing for service. If no charge has been taken and no service has been supplied, no payment is due at all.
- If your first payment is scheduled for a later date (for example about 7 days before your first collection) and your cancellation takes effect before that charge date, the scheduled charge and the subscription are cancelled and you are not charged.
- If you expressly asked us to start during the cooling-off period and then cancel within it, you pay only an amount proportionate to the service supplied up to when you told us — which may be up to the monthly charge where justified by the service and route place provided. Anything above that is refunded.
2. Cancelling after cooling-off: 14 days’ notice
- You can cancel at any time. Cancellation takes effect 14 days after we receive your instruction.
- Collections continue as normal during the notice period while your account is paid and not otherwise suspended. If a monthly payment falls due during the notice period while the subscription remains in force, normal billing may continue until cancellation takes effect, subject to your statutory rights.
- You can change your mind during those 14 days and keep your route place. Once cancellation takes effect it’s final and your route place may go to someone on the waiting list.
- There are no pauses. If you want a break, cancel and rejoin later (you may need to join the waiting list).
3. Refunds
- Monthly payments already taken aren’t refunded or pro-rated because you cancel, skip or don’t use a collection, except where the law requires a refund or other remedy.
- Missed collections caused by you (not presented, blocked access, wrong location, account unpaid or suspended) are forfeited.
- If we miss a collection for our own operational reasons, we owe it to you and aim to rearrange within 72 hours; your statutory remedies are unaffected.
- If we withdraw service from your area, we refund any prepaid amount for service we will no longer provide.
4. When we can end the subscription
- Non-payment still outstanding at the end of the 14-day recovery window.
- An uncorrected access, safety or presentation problem 14 days after we suspended collections.
- Repeated prohibited waste (after a warning and final warning), or one exceptionally serious breach. Such terminations may take effect immediately, without the 14-day notice, and without a refund for unused time except where the law requires. See the Terms.
5. How to cancel
Cancel online through our secure manage subscription page (we email you a one-time link), or by sending a clear email to clwydwaste@gmail.com saying you want to cancel, from the email address on your account. You do not need to phone us. Your 14 days’ notice runs from when we receive your instruction. Only the account holder can cancel — not a nominated contact.