Garden waste collection service terms and conditions

By signing up to our 2025/2026 garden waste collection service, you agree to the following terms and conditions.

1. The service

These terms and conditions set out the arrangement for Garden Waste Collections Services (the "Service" between you (the "Resident") and Hillingdon Council (the "Council") and shall be binding.
The Council reserves the right to make any additional conditions or amendments considered necessary to ensure safety of council employees or agents and proper operation of collections.
No other terms and conditions shall apply to the provision of the service unless agreed upon in writing between the Council and the Resident. By subscribing to this service, the Resident agrees to accept these terms and conditions. 
By signing up to the service, the Resident agrees to the terms and conditions (updated from time to time) and acknowledges that this is a subscribed service for which a fee is due annually.

2. How does the service work?

The Council will provide the loan of containers in which garden waste must be placed out for collection at the collection point ("the Garden Waste Sack").
A minimum of 3, and a maximum of 6 Garden Waste Sacks will be provided and collected under each subscription to the garden waste collection service and must be kept in a clean and maintained condition by the Resident at all times.
A maximum of 1 subscription per property will be allowed, totalling 6 Garden Waste Sacks per collection.
The Council will also provide the resident with the required number of identity tags, which must be affixed onto the handle of the Garden Waste Sacks in order to identify sacks that are part of the subscription service prior to each collection.
Residents should use existing reusable 90 litre waste sacks if they have them - for which identity tags will be provided upon request.
The Council reserves the right to alter the sizes and type of container provided at any time, and the Garden Waste Sacks remain the property of the Council.
Only garden waste placed in the Garden Waste Sack supplied by the Council will be collected/emptied. Garden waste presented in any other container, or in a sack that does not display a relevant identity tag will not be collected.
The Council shall not accept liability for a Garden Waste Sack used for any purpose other than for the collection of garden waste. Mis-used garden waste sacks may be removed.
The Garden Waste Sacks remain the property of the council.

3. Subscription periods

A period of 9 months from 7 July 2025 to 31 March 2026 ("the Term"), if the subscription is obtained 2 weeks prior to the commencement of the Term; or 
If the subscription is purchased after 22 June 2025 commencing 2 weeks following the date of subscription until the end of the March 2026.
Residents may join the scheme to access the Service at any time during the Term by making payment of the fee, excluding during the renewal period, which shall be February to March each year ("the Renewal Period"), and shall receive the Service for the remainder of the Term.
During the Renewal Period, existing or new residents will be able to subscribe in advance for Services for the forthcoming Term only.
The Resident shall be notified in advance as to when their subscription is due to expire through their nominated email and/or postal address and will be given the option to renew their subscription by making their next annual payment
The fee shall be non-refundable, except in the circumstances outlined within these Terms and Conditions.

4. Collection periods

There is a 9 month subscription period.
a. From 7 July to 30 November 2025, collections will be weekly.
b. During December, January and February, collections will be fortnightly.
c. From 22 December to 4 January, all collections are suspended.
d. During March 2026, collections will be weekly.
Specific dates shall be available via the 'look up my collection day' function on the Council's website (www.hillingdon.gov.uk/collection-day). The Council reserves the right to amend collection dates by giving Residents reasonable notice through the Council's website.
It is the responsibility of the Resident to check the collection dates. If residents are unable to access the Council's website, they can find this information out by contacting the Council's Contact Centre over the phone on 01895 556000.

5. Eligibility

Residents must live within the London Borough of Hillingdon and all information supplied must be correct and accurate.
Properties must be accessible by a garden waste collection vehicle and operatives.
The Garden Waste Sack(s) must be stored within the boundary of the property.
Residents in flats are only eligible if the garden waste can be presented on the ground floor and is accessible.
Businesses are not eligible for the Service.
Garden waste collections for schools and businesses can be arranged by contacting the Business Waste team at tradewaste@hillingdon.gov.uk.

6. Fees and application

The charge for the subscription and collection Service starts at £70.00 for a minimum of 3, and a maximum of 6 Garden Waste Sacks ("the Fee") but shall be subject to review for the period following the current Term.
Each eligible property shall be entitled to a maximum of 1 subscription.
Payment can be made using all major debit or credit cards, except American Express, either online or on the telephone.
Residents can join the scheme by paying the applicable Fee at any time during the Term, but no later than 31 December 2025, and will receive the Service until the end of the applicable Term.
For the avoidance of doubt and regardless of what point in the Term the Service is subscribed to, the Fee shall be paid in full and no pro rata payment shall be offered or accepted.
Any fees paid to the Council in respect of the Service shall be non-refundable, except in the circumstances outlined within these terms and conditions. 
The Resident may cancel the Service at any time, but a refund shall not be offered for the remaining term, unless in accordance with clause 7.2.
Residents shall be required to utilise existing sacks, where provided by the Council previously, for the purpose of the provision of the Service. If the Resident has not been provided with a Garden Waste Sacks previously, the Resident should indicate this on their application form when subscribing to the Service in order to request the delivery of the required number of sacks. Once the application has been received, the Council shall reasonably endeavour to deliver the Garden Waste Sacks and identify tags within 10 working days. However, at peak times this may be delayed. 
Lost, stolen, or damaged Garden Waste Sacks or identity tags will be replaced by the Council without charge on 3 occasions only. Once the Council has been notified in respect of a lost, stolen or damaged Garden Waste Sack or identity tag, the replacement item shall be delivered within 10 working days. However, at peak times this may be delayed. The Resident will not be eligible for a refund for any Services not provided during the delivery period.
The Council reserves the right to refuse an application for the Service. The Resident will be given the reason why their application has been refused within a reasonable timeframe.
The Council reserves the right to amend the Fee subject to reasonable notice being given to Residents prior to any increase.
The Council may use the subscription data that it holds on the Resident to help maintain accurate records, and to facilitate the efficient operation of the Service. Personal data will be kept in line with the Council's privacy policy, which is available on the Council's website at www.hillingdon.gov.uk/privacy.

7. Cancellation and refunds 

The Resident may cancel the Service in the following ways: 
The Resident may cancel their application for the Service, by completing our Cancel my garden waste subscription form within 14 calendar days of making payment ("the Cooling Off Period"). In this case, the Council will refund the payment made for the Service. However, the Council shall not refund any money if the cancellation is requested outside of the Cooling Off Period. 
Following commencement of the Service, and expiry of the Cooling Off Period, the subscription for the Service may be cancelled at any time by completing our Cancel my garden waste subscription form. All cancellations must be received by the processing team.
Upon cancellation of the subscription, any re-subscription at the same property during the same Term will be subject to the full charge for the Term.
Once Services have commenced, the Council is entitled to cancel the provision of the Service by providing the Resident with at least 1 month's notice in writing.
The Council may cancel the Service at any time and or/at the Council's discretion
The Council is entitled to, with no notice and with immediate effect, cancel a subscription where there is a breach or persistent breach by a Resident, which is notified to a Resident but not remedied prior to the next collection date.

8. Moving home 

The Resident must ensure they notify the Council of any change in address by contacting either gardenwaste@hillingdon.gov.uk or 01895 556000. 
The Council will amend the application details to state the Resident's new address and provide the Service to this address, only where the Resident remains in an eligible property/boundary in the London Borough of Hillingdon. 
The Council shall cancel the Service if the Resident no longer remains in an eligible property and/or within the London Borough of Hillingdon. In such circumstances, Clauses 7.2, 7.3 and 7.4 shall apply.
In the event that a collection is missed due to a change in address within the London Borough of Hillingdon, the Resident is required to notify the Council of the missed collection, as set out at Clause 10 below, to enable collection to take place. For the avoidance of doubt, the Council shall not make any refund of the Fee in such circumstances.

9. Collections

The Garden Waste Sacks must be presented by 6.00am on collection day, and no earlier than 5.30pm on the evening before the collection day.
All sacks must be placed within 10 metres of the closest stopping point for the collection vehicle. Where possible, sacks should be placed inside the boundary of the property, so long as they are clearly visible from the road. If it is not possible to place the sacks within the boundary and for them to remain visible then they should be placed as close to the boundary of the property as possible and removed from the public highway as soon as possible after the collection has taken place, and no later than the end of the collection day.
If sacks must be placed on a path or public highway for collection, they should not obstruct cars, pedestrians, or other vehicles.
The Council reserves the right to suspend collections in exceptional circumstances; for example, in adverse weather conditions. The Council will use reasonable endeavours to provide updates via the Council's website at www.hillingdon.gov.uk/garden-waste.
Residents who are not physically able to present their waste at the property boundary and who have no support from a family member, carer or neighbour to help dispose of their garden waste shall be eligible for an assisted collection from the front of their property for their garden waste, if requested. Assisted collections can be requested using our online form.

10. Missed collections

A report of a missed collection will not be accepted until after 2pm on the day of collection, once drivers' reports have been checked. A missed collection must be reported within 3 days of the Resident's designated collection day. Missed collections can be reported online at www.hillingdon.gov.uk/rubbishandrecycling or by phone at 01895 556000.
Any reports of missed collection reported outside of the stipulated times will not be collected. The Council will investigate all missed collections reported within the timescales set out at Clause 10.1 and will not return if a Garden Waste Sack is suspected of being refilled.
If the Garden Waste Sack is not presented by 6am on the day of collection it cannot be reported as a 'missed collection'. Responsibility for correct disposal of the waste will then become that of the Resident.
Garden Waste Sacks that are not presented for collection by the time the garden waste crew arrive at the Resident's property will be recorded on the electronic waste management system as a 'not presented' or 'not visible'.
If a Garden Waste Sack is recorded on the waste management system as 'not presented', the responsibility for disposal will become that of the Resident and the Council will not return to collect the waste.
Should a missed collection be correctly reported (subject to the waste management system not showing the Garden Waste Sack as being 'not presented', 'contaminated' or 'too heavy' for collection), where possible, the Council will return and collect the waste within 3 working days, excluding weekends and bank holidays.

11. Permitted materials

Only loose, compostable and biodegradable garden waste, contained within the Garden Waste Sack will be collected.
Garden waste includes grass cuttings, flowers, small tree branches (smaller than 9cm in diameter and/or 50cm length), loose leaves, shrub, hedge trimmings and minimal windfall fruit from the Resident's own garden.
Garden waste must not contain large branches (greater than 9cm in diameter or 50cm length), full sized trees, stones, rubble, gravel, food waste, flowerpots, bags, containers, soil, ash, invasive weeds, turf cuttings, animal waste products, wood or any other kind of contamination. This list is not exhaustive and may be updated at any time.
If there are any non-permitted materials in the Garden Waste Sacks, the Council will not empty it and a record will be kept on the in-cab waste management system as 'contaminated'. A yellow tag will also be placed onto the sack to inform the Resident that the sack is 'overweight' or 'contaminated'.
If the Garden Waste Sack is contaminated as described at Clause 11.3, it shall be the Resident's responsibility to remove the item(s) of contamination prior to the next collection.
If a Garden Waste Sack is found to be contaminated on more than 3 occasions, the Council reserves the right to cancel the provision of the Service and no refund shall be issued to the Resident as a result of such cancellation. 
Any excess waste (ie placed around the Garden Waste Sack) will not be collected.
Garden Waste Sacks that are overflowing or overweight (in excess if 25kg) will not be emptied and the Resident shall be required to remove the excessive weight before the next collection. A yellow tag will be placed onto the sack to inform the Resident that the sack is 'overweight' or 'contaminated'.
Garden Waste Sacks are deemed overweight when an individual operative is unable to safely move them to the vehicle and lift them to the necessary height (1.4m) to empty them. A maximum weight of 25kg is indicated on the sacks.

12. Liability and indemnity

The Council shall not be liable for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the Council's employees, contractors, agents or otherwise) in connection with its provision of the Services or the performance of any of its other obligations under these terms and conditions or with the use by the Resident of the Service supplied, whether as a result of breach of contract, breach of statutory duty, tort (including negligence) or otherwise howsoever arising.
The Council shall not be liable to the Resident or be deemed to be in breach of these terms and conditions by reason of any delay in performing, or any failure to perform, any of the Council's obligations if such delay or failure is due to any cause beyond the Council's reasonable control.
Nothing in these terms and conditions shall limit or exclude the Council's liability for death or personal injury caused by its negligence or for any other matters for which it would be unlawful to exclude or limit liability.
The Council retains the discretion to discontinue the Service for all residents within the borough at any time.

13. Sub-contracting

The Council shall be free to subcontract the provision of the Services (or any part thereof) without the consent of the Residents, which may result in change of collection rules and times.

14. Force Majeure (event outside the Council's control)

The Council shall not be liable for any failure nor its delay in performing its obligations where such failure or delay results from any cause beyond the reasonable control of that party. Such causes include, but are not limited to: power failure, internet failure, industrial action, civil unrest, pestilence/pandemic/epidemic, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event or disaster natural or man-made that is beyond the control of the party in question.

15. Communications

All notices under these terms and conditions shall be published on the Council's website except for where the Council is required to write directly to a Resident.
The Council shall use the Resident's email and/or postal address to provide information about the Service, including a reminder for when the Resident's subscription is due for renewal and the Resident agrees to the same

16. No waiver

No waiver by the Council of any breach of these terms and conditions by the Resident shall be considered as a waiver of any subsequent breach of the same or any other provision.
No failure or delay on the part of either the Council to exercise any right, power or privilege under these terms and conditions shall operate as a waiver of, nor shall any single or partial exercise of any such right, power or privilege preclude, any other or further exercise of any other right, power or privilege.

17. Severance

In the event that one or more of these terms and conditions is found to be unlawful, invalid or otherwise unenforceable, those provisions shall be deemed severed from the remainder of these terms and conditions (which shall remain valid and enforceable).

18. Law and jurisdiction

These terms and conditions (including any non-contractual matters and obligations arising therefrom or associated therewith) shall be governed by, and construed in accordance with, the laws of England and Wales.
Any dispute, controversy, proceedings or claim relating to these terms and conditions (including any non-contractual matters and obligations arising therefrom or associated therewith) shall fall within the jurisdiction of the courts of England and Wales.

19. Personal data 

The Council is the data controller under the UK General Data Protection Regulation ("UK GDPR") in relation to personal data we hold about our residents and customers. 
When subscribing to the Service, the Council shall ask the Resident for their name, contact details and address of the relevant premises. These details shall be used exclusively in respect of the provision of the Service, such as booking administration and confirmation, fulfillment of the Service, billing, payment, delivery, subscription reminder services and to comply with the Council's contract with the Resident. 
More information about what the Council does with your data and why, who any personal data may be transferred to, whether it stays in the UK and how long it is kept, together with information about your rights under the UK GDPR are contained in the Council's Privacy Statement, which can be found at www.hillingdon.gov.uk/privacy.