Terms & Conditions | Clwyd Waste Solutions

1. Who we are

The service is supplied by Sealy Distribution Ltd trading as Clwyd Waste Solutions (“we”, “us”). Registered in England and Wales, company number 15490305. Registered office: 50 Fourth Avenue, Bagillt, Flint, Flintshire, England, CH6 5LU. Waste carrier registration: CBDU031782. Website: https://clwydwaste.co.uk/. Email: clwydwaste@gmail.com. Telephone: 07932 077949.

Nothing in these terms affects your statutory rights as a consumer. Where these terms and the law differ, the law applies.

2. The service

A household excess residual-waste subscription at £49.99 per month, payable monthly by card. Your payment method is saved securely when you subscribe.
12 scheduled collection opportunities in each rolling 12-month service period, on your published route calendar.
Each collection includes one standard 180L allowance of bagged household black residual waste at the registered property. One allowance maximum, even if your property has more than one council bin.
If the council has issued you an exceptional larger 240L bin, only the standard 180L-equivalent allowance is included; additional bagged waste is excess.
All waste must be bagged. Loose waste is not part of the service.
The bin lid must close fully and the presented waste must remain within the standard 180L-equivalent allowance (subject to the Acceptable Waste Policy).
Domestic household waste from the registered property only. No trade, business, landlord, project, renovation or paid-work waste. The subscription can’t be shared with another household. We may make reasonable checks if we suspect waste isn’t from your household.
The service is in addition to your council collections and does not replace them. It is a scheduled subscription, not an on-demand clearance.
There is one standard subscription. There are no pauses.

3. Applying and starting

We may decline an application before service starts for legitimate operational, capacity, safety, compliance, fraud/abuse or serviceability reasons.
If your route is full, we’ll add you to its waiting list instead. No payment is taken.
Your first physical collection is the next route date at least 48 hours after your first payment has succeeded. If the first payment succeeds less than 48 hours before a route date, your first collection is the following route date.
Unless you expressly ask us to start during your 14-day cooling-off period, we won’t collect until that period has ended (see section 9).

3a. How your first payment works

When you subscribe, your card is saved securely and your route place is reserved straight away. Reserving a place is not the same as active paid service: your subscription becomes active on your first successful paid invoice.
Where your first collection is sufficiently far away, nothing is charged when you sign up (£0 today). Your first £49.99 charge is then scheduled for about 7 days before your first confirmed collection, subject to your cooling-off period and the 48-hour cutoff above.
Where the valid first-charge date is effectively immediate, £49.99 is charged when you sign up.
After the first charge, £49.99 recurs monthly on your card billing cycle for as long as your route place is reserved.
Monthly payments reserve your ongoing route place and service. They are not allocated one payment to one particular collection, so a collection may fall before or after a particular monthly payment.
Your first physical collection requires your first payment to have succeeded at least 48 hours before it. If the first payment fails, or is recovered too late for that date, that collection is forfeited and service begins from your next eligible stored date.

4. Collection dates

Your route and dates are assigned by us from your property’s council collection schedule. You can’t choose, swap or reschedule them.
Unused or missed collections don’t roll over and aren’t credited or refunded. If you’re away or don’t need a collection, just don’t put your bin out — that collection is lost.
Bank-holiday collections go ahead as normal where operationally possible.
We may permanently change a route day with reasonable advance notice. If it no longer suits you, you can cancel in the normal way.

5. Presenting your bin

Put your subscribed bin at the property’s front boundary or normal council collection point, directly accessible from the road or pavement. We won’t collect from a rear garden, side passage, down a drive or any other location.
Deadline: Friday-evening routes by 6pm on the Friday; Saturday routes by 6am on the Saturday (UK time). You don’t need to be home.
If access is blocked or the bin is not presented as above, that collection is missed through your choice or error and is forfeited — no refund, credit or return visit.

6. Overfilled bins and extra bags

Your included allowance is 180L-equivalent and the bin lid must close. If the presented waste exceeds that allowance or the lid won’t shut, we’ll leave enough clearly excess bagged waste to bring it within the allowance and make the bin safely closable, then empty it if it’s safe.
Side waste and excess bags are not included. We can take up to 4 extra standard 60L tied bags (or equivalent) for £10 each (maximum £40) — but only if we contact you on the day and you pay before we remove them. If you don’t respond or pay, we leave them. We never invoice extra bags afterwards.
More than 4 extra bags needs a separate one-off clearance booking and is not part of your subscription.
If the bin is too heavy to handle safely, we’ll take only what can be handled safely. No refund or credit where the cause is overloading or misuse.

7. Prohibited waste and strikes

See the Acceptable Waste Policy. If a prohibited item can be safely separated, we’ll leave it and take the rest. If it’s concealed or mixed so safe separation isn’t practical, we may refuse the affected bag or bin.
Repeated prohibited waste: first a warning, then a final warning, then we may end your subscription.
One exceptionally serious safety, legal, abusive or deliberate breach may justify ending your subscription immediately, without prior warnings and without the normal 14-day notice. We won’t refund unused time after such a termination except where the law requires. Rejoining afterwards is at our discretion.

8. Suspension by us

For repeated access, safety or presentation problems we may temporarily suspend collections. We’ll tell you what needs fixing.
Billing continues during this suspension because your route place stays reserved.
You have 14 days to fix the issue; after that we may end your subscription. We may ask for evidence before reinstating.
Once fixed, collections resume from the next scheduled date. Collections missed during the suspension aren’t made up.

9. Cancelling

Cooling-off: you have a statutory right to cancel within 14 days of your contract without giving a reason. If you asked us to start during that period and then cancel, you pay only for the service provided up to that point, as the law allows (this may be up to the monthly charge where justified by the service and route place provided).
After cooling-off: you can cancel any time with 14 days’ notice from when we receive your instruction. Service continues as normal during the notice period while your account is paid. You can withdraw your cancellation during those 14 days and keep your route place. Once it takes effect, it’s final.
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.
Full details: Cancellation & Refund Policy.

10. Failed payments

If a payment fails we’ll email and text you on the day, after 7 days and after 13 days. Collections are suspended while unpaid, and any collection missed while unpaid is forfeited — including a first collection whose first payment failed or was recovered less than 48 hours before it.
If you pay within 14 days, service resumes from the next scheduled collection. If it’s still unpaid at the end of day 14, your subscription ends automatically for non-payment and your route place is released.

11. Moving, changing account holder

Moving within our area: we can transfer your subscription if the new address is eligible and the route has space; otherwise you join that route’s waiting list. Moving outside our area: cancel in the normal way.
Tell us before you move. If we attend your old address because you didn’t tell us, that collection is forfeited. Changes apply from when you tell us.
Transfer to another person at the same address only with our approval and updated account and payment details.
You may nominate one alternative contact for collection-day and access matters only. They can’t cancel, change payment details, request refunds, change the address or alter these terms. You can change them any time.
Please keep your phone and email up to date. Missed notices caused by out-of-date details don’t by themselves entitle you to a refund or extra collection, subject to the law.

12. If we miss a collection

If we miss a scheduled collection for our own operational reasons (such as a vehicle breakdown, staff issue or site closure), we owe you that collection. We’ll tell you and aim to rearrange within 72 hours. If that’s genuinely impossible, we’ll complete it at the earliest practical opportunity. Your statutory rights and remedies are unaffected.
Events outside our reasonable control (for example severe weather, road closures, government restrictions or disposal-site disruption) may delay service. We’ll make reasonable efforts to resume. This doesn’t affect rights you can’t lawfully give up.

13. Your bin

We’re responsible for damage to your bin where evidence shows we caused it by failing to use reasonable care and skill. We may photograph visible existing damage before handling.
Please report suspected damage within 48 hours with photos and a short description, so we can investigate while evidence is fresh. This doesn’t remove your statutory rights.
Where we accept responsibility, we’ll decide whether repair or replacement is the appropriate remedy, subject to your statutory rights. A replacement will be an equivalent working bin of suitable size and use, not necessarily the same make or colour.
A bin reported missing after collection isn’t automatically our responsibility; we accept liability where evidence shows we caused the loss.
Split or leaking bags are still collected where safe; we refuse only for genuine hygiene or safety reasons.

14. Changes by us

Price: at least 30 days’ notice; the new price applies from then on. You may cancel in the normal way.
Material service terms: reasonable notice, subject to consumer law and fairness.
If we withdraw service from your area, we may end your subscription with reasonable notice and will refund any prepaid amount covering service we will no longer provide.

15. Complaints

Please give us a reasonable chance to investigate and put things right first. We acknowledge formal complaints within 2 business days and aim to resolve them within 14 days, keeping you updated if it’s complex. This doesn’t limit your right to go to an external body or court. To complain, email clwydwaste@gmail.com or call 07932 077949. To cancel, see our Cancellation Policy.

16. Liability

Where the law allows, our liability is limited to reasonably foreseeable direct losses, and we are not liable for indirect or consequential losses. We do not exclude or limit liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, fraud, or our duty to provide the service with reasonable care and skill.

17. Governing law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, this does not take away any mandatory consumer protection or right to bring proceedings in your local courts that the law gives you.