1. The Terms and Conditions below apply to the Bulky Waste Collection service and should be read and understood before making a booking, as they form a contract between us.

2. For accuracy and to ensure efficient collection of your waste in compliance with our Terms and Conditions, we will communicate in writing via Email.

3. We operate the Bulky Waste collection service for the residents of Guildford and Waverley Borough Council areas only. This is including, but not limited to, Guildford, Farnham, Cranleigh, Godalming, Haslemere and Hindhead​ areas.

4. Bookings received with addresses outside of the Guildford Borough Council and Waverley Borough Council areas will be cancelled and refunded.

5. This is not a choose and book service, a date will be emailed to you, this can take up to 5 working days to receive.

6. We are unable to accommodate bookings that need collection within a week of making a booking.

7. Collections operate Monday - Friday only, between 8am - 6pm. We do not give timed slots.

8. ​All items for collection should be left outside, at the edge, but within the property boundary by 7.00am on the day of collection. It should be visible from the road with clear and immediate access for removal. It must not block the public highway. We will not enter buildings including sheds and garages, or rear gardens, and our crew will not carry items up or down steps. 

9. All items must be placed together in the same place for collection. If items are obstructed by other items, the crew will not collect and no refund will be given.

10. If the items are not left in a suitable location or they are not outside and available when our crew arrives, no refund will be given.

11. Cancellations or amendments to your booking must be made in writing at least 2 working days before your collection date. Refunds will not be applicable after this period.

12. Only items specified on your booking will be collected. A refund or return collection will not be made if fewer items are left out than specified; If items have been removed by a third party prior to collection; or if the items have been left in a condition that prevents collection - for example they are excessively wet/heavy.

13. If the crew find that the item for collection is an item larger than what is listed on the booking you will be contacted for additional payment and a new collection date will be given.

14. If your booking contains several oversized items it may be classified as a clearance, in which case we will contact you for additional payment.

15. Items will not be collected if they are found to be in an unsafe condition for handling.​

16. We do not accept glass tables or table tops if they are over 4ft long but we will accept longer glass items like mirrors. All glass should be properly prepared for collection, to avoid pieces going everywhere in the event of breakage. We suggest either placing the glass in a bag or taping over it.
    This includes but is not limited to, items like mirrors, glass table tops, and doors with glass in. These must be bagged or the glass completely taped over.

17. Bookings received that have claimed the discounted price but the proof of benefit provided is not valid, will be cancelled and refunded.

18. If there is unforeseen circumstance, for example a vehicle breakdown, your collection may be delayed. Collection will be made as soon as is reasonably practicable.

19. If the wrong address is given and we attend, you will need to book and pay for a new collection.

20. We use 4 tonne lorries and the collection teams have full discretion as to whether an address is accessible. Narrow country lanes, for example, will need adequate passing spaces for us to attend.

21. This service is only for disposal of bulky waste from households and not for business waste.

22. If you have an issue with a collection that has already taken place, please report this to us within 2 working days, in writing, by email to bulkywaste@fhl.org.uk.

23. Refunds will be processed using the same form of payment used in the original transaction.

24. If your booking violates our Terms and Conditions we may cancel it. For example, if a booking is received that instructs us to collect from inside a building or up a flight of steps.​​

 

Items we cannot collect

There are some restrictions on the items that we can collect.

For example, we will not collect:

• commercial waste or commercial appliances.

• glass tables or table tops that are over 4ft.

• black bagged household waste.

• tyres, gas canisters/bottles, batteries & paints.

• pianos and large organs.

• garden rollers and ride on lawnmowers.

• building materials, fixtures and fittings.

• paving slabs, bricks, rubble, soil and garden waste.

• garage doors.

• Sun beds.

• Some mattresses may constitute a bio-hazard and would require specialist removal. Particularly heavily soiled mattresses, or those with heavy blood staining or any heavy staining that our crew judge to be potentially hazardous, may be rejected. If in doubt please send us a photo before booking. Normal, everyday staining that can be expected on any mattress is fine.

• If our crew judge your waste to constitute a hazard for whatever reason, such as containing rodents, insects, ticks or birds, they will not collect it.

 

​Getting items ready for collection

• Items for collection must be placed together in the same place.

• Bed frames must be fully dismantled, ready for collection.

• Children’s play equipment including slides, climbing frames, basketball hoops and trampolines must be fully dismantled, ready for collection.

• Garden swings and parasol umbrella stands must be fully dismantled, ready for collection.

• Petrol mowers must be emptied of fuel and oil.

• Oil fired boilers must be emptied of fuel.

• Glass items, this includes but is not limited to, items like mirrors, glass table tops, and doors with glass in. These must be bagged or the glass completely taped over.

• All food, rotting residue and liquid should be removed from fridge/freezers and the doors should be taped shut. Fridge/freezers that are found to contain food will not be collected and a refund will not be given.

• Items such as carpets or broken furniture must be rolled, securely tied or bundled together and doors taped shut.

• Small pieces like bits of wood or other detritus from broken sheds, fences and furniture etc must be bagged or boxed. If it isn't the crew may leave it.

• Items for collection should not be filled with other rubbish.

• The collection team will not dismantle furniture, disconnect cookers (or other household furniture) or remove loose waste.

• If items for collection are blocked by other items, the crew will not collect and a refund will not be given.​​​​​