Terms & Conditions

Terms and Conditions of Our Service

Introduction

Ray Whelan Ltd is committed to providing the highest standards in the provision of waste management services to their customers. We have commitment to providing a service that seeks to incentivise waste prevention and to encourage the segregation of waste so that it can be managed in accordance with the waste hierarchy, whereby waste prevention, preparing for reuse, recycling and other recovery are preferred over the disposal of waste.

This approach is in line with current national waste policy in the area — A Resource Opportunity — Waste Management Policy in Ireland. This document is designed to communicate how we intend to provide household waste collection services in accordance with these principles to the public in a clear and concise fashion.

Customer Service Standards

(a) We will provide a regular and reliable collection service and process your waste in a professional and environmentally sound manner.

(b) All service provision will be carried out in line with current local and national legislation and in line with sustainable waste management practices. Our National Waste Collection Permit Office (NWCPO) waste collection permit number is NWCPO-10-02531 and the details of the permit can be viewed at www.nwcpo.ie.

(c) We will provide you with timely, relevant and clear information regarding your collections, including temporary changes resulting from public holidays or adverse weather conditions.

(d) We will consider any reasonable special requests that individual households may have.

(e) We will explain clearly what our service rules are and the reasons for them.

(f) We will respond to formal complaints we receive about our services in a timely and professional manner.

(g) We will ensure that there are no direct impediments to you switching your service provider should you wish to do so.

(h) We will design our service and carry out collections in a way that minimises litter and odour nuisance.

(i) We will offer a “2 Bin” or “3 Bin” service (to facilitate the segregation of residual waste, recyclables and where appropriate, food/bio waste) in line with the relevant regulations in relation to food/bio waste [the European Union (Household Food Waste and Bio-waste) Regulations 2015]. The frequency of collection will be as follows:

• Residual Waste Bin—in line with the European Union (Household Food Waste and Bio-waste) Regulations 2015.
• Recyclable Waste Bin — at least every fortnight.
• Food & Bio Waste Bin —in line with the European Union (Household Food Waste and Bio-waste) Regulations 2015.

Communication with Customers

(a) We will explain clearly what services you can expect to receive and will provide details of the collection services we offer on a county/city basis to the National Waste Collection Permit Office for publishing on their website.

(b) We will provide you with clear and concise billing which will allow you to understand all elements of the costs involved in providing your waste services.

(c) We will inform all customers availing of a domestic waste collection service at least 10 days in advance of any predictable alternative arrangements made for collection in relation to public holidays etc., or any proposal to vary the level of collection.

(d) We will keep you informed of changes in our service that are designed to improve our service offering.

(e) At the time of initial service provision, each customer will be provided with details of their service providers; full name and address, contact details (website where available, phone number, email, postal address), a clear breakdown of pricing policy for provision of service, process for accessing account statement and balances, procedure for receipt of payments, process for dispute resolution, procedure for customers who have fallen into arrears with their payments, where applicable, service provision frequency and details and the procedure for cancellation of service provision, including refund of charge where applicable. You will also be provided with details of the period of validity for the offer provided and advised of a cooling off period should you wish to change your mind (usually any time prior to deliver of bins but at least 7 days from time of contract signing).

(f) In the case of e-Commerce contracts with customers, and in line with reducing paper usage, all communication and documents will be sent by email, unless otherwise requested. In the interests of the environment and reducing costs we are committed to increasing communication by this method.

(g) We will alert you at least 30 days in advance of the expiry of your contract.

(h) We will produce a version of this Charter which has been approved by the National Adult Literacy Agency

Householder Responsibilities

(a) In line with national policy, prevent, reuse and recycle waste as much as possible. Refer to national and regional campaigns that seek to help reduce waste production. Present your waste materials, properly segregated and placed in their respective bins / receptacles. Please refer to our Waste Segregation and Presentation Guidelines (see section 7 below) which are available on our web site or which are available to send to you by post, if requested.

(b) Segregate your waste appropriately. Please note the procedure, should the incorrect waste be placed in a bin (e.g. food waste placed in the recycle bin): the bin will be left behind and there will be an extra charge of €10.00 to get it emptied on your next waste bin day & €16.50 per extra bin of waste.

(c) In the event that you have difficulty paying your outstanding bill, please contact us directly as soon as possible as we have a procedure to agree an individual payment plan which deals with how we will manage customers who have difficulty paying their bill.

(d) Contact us, as your waste management service supplier, if you have any queries on how best to manage any of your waste materials. We have the expertise to provide the appropriate service or advice on how to best resolve the issue

(e) There is a €15 charge for a clean second hand replacement for stolen, burnt or damaged bins – once bins are dropped they become the responsibility of the customer but remain the property of Ray Whelan ltd.

(f) Your bin must be out the night before your collection day. Please check the calendar provided.

Pricing, Charging Mechanism and Access to Account Information

(a) The range of service and costs for service provision will be clearly communicated to each customer.

(b) New Customers will receive information on charging and pricing structures at the time of sign up i.e. whether over the phone, via website sign-up or via completion of hard copy application form.

(c) Information, including a copy of Terms and Conditions of Business will be provided to Customers as part of new Customer Welcome Packs and will be available on the company’s website and/or www.nwcpo.ie.

(d) Any changes to the Terms and Conditions of the business will be communicated to customers in a timely manner. Payment of invoice following such notifications shall be taken as acceptance of the updated Terms.

(e) Customers will be entitled to easy access to their account information including statements / balances

(f) This is an annual contract which is automatically renewed, unless written confirmation of cancellation is received.

Complaints Procedure/Dispute Resolution

(a) You are entitled to a fair and reasonable hearing when you have a genuine complaint or dispute and the company commits to resolving your issues as quickly as is reasonably possible. Please find our contact details for complaints: info@raywhelan.ie Ray Whelan Ltd, Cannery Road, Carlow Tel: 059-9147678

(b) We will respond to formal complaints that we receive about our services in a timely and professional manner. In the case of written complaints, within 10 working days.

(c) Complaints shall be logged on the individual customer account with a tracking facility to ensure the complaint has been resolved and the customer notified of updates or the course of action taken to resolve the issue.

(d) Billing disputes are handled on a case by case basis and recorded. We will liaise with you directly to resolve the matter.

(e) Dispute resolution including withdrawal of service will be in line with the company policy available on the company website or which is sent out by post on request. This will be a fair and equitable process in line with good consumer policies.

Education and Raising Awareness

(a) We shall implement an education and awareness programme in relation to waste management for householders that we service. This will be available via promotional literature that we provide directly to you and via our website or through the website of the National Waste Collection Permit Office.

(b) Information packs shall be available to all customers clearly indicating waste types appropriate to each bin and how to present material for recycling.

(c) We shall work with other national bodies in promoting waste prevention, reduction and recycling e.g. EPA / Repak etc.

(d) We will provide Waste Segregation and Presentation Guidelines to customers, or at a minimum to the National Waste Collection Permit Office for publishing on their website, which clearly explain which materials are to be placed in which bin and collect at a minimum the recycling materials set out below and as prescribed in the sixth schedule of the Waste Collection Permit Regulations. We will explain to you what happens to materials collected in the residual, recycle and food waste bins.

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Paper

Newspapers
Magazines
Junk mail
Envelopes
Paper
Phone books
Catalogues
Tissue boxes
Sugar bags
Calendars
Dairies
Letters, Paper Potato bags
Computer paper,
Used Beverage and Juice cartons Milk cartons, Egg Boxes, Holiday brochures

Plastic Bottles (PET 1)

Mineral Bottles
Water Bottles
Mouthwash bottles
Salad dressing bottles

Plastic Bottles (HDPE2)

Milk Bottles
Juice Bottles
Cosmetic bottles
Shampoo bottles
Household cleaning bottles
Laundry detergent bottles
Window Cleaning Bottles
Bath room bottles

Cardboard

Food boxes
Packaging boxes
Cereal boxes Kitchen
Towel tubes

Plastic packaging (PP)

Yogurt containers
Margarine tubs
Rigid food packaging- (except black) Liquid Soap Containers
Fruit containers

Aluminium cans

Drink cans
(Optional — In addition, we will accept the following items in the recycling bin:)

Steel cans

Pet food cans
Food cans
Biscuit tins
Soup tins

Termination of Service / Refunds / Changing Service Providers

(a) Should you wish to terminate your service provision, please advise us by email or in writing giving one month’s notice. We will remove our bins by arrangement with you and any balance owing on your account, after a Cancellation Charge (if applicable) is deducted, will be refunded to you within 30 days of receipt of termination notice.

(b) We will ensure that there are no direct impediments to you switching your service provider

Changing Equipment and Ownership of Bins

(a) At time of initial service provision, by agreement, each customer will be supplied with the appropriate bins / receptacles sized to service their specific needs.

(b) In the case of changing equipment / ceasing service / changing service provider we commit to organising to arrange the collection of your old bins within a two week period of the ceasing of the service.

(c) This Charter does not affect your statutory rights in any way and provides a simple interpretation of our commitment to you, our customer, and what we expect in return, to help ensure that you are provided with the best service level possible.

 

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Skip Hire Terms & Conditions

1. Cancellation and Refunds

Customers may cancel their skip hire booking and receive a full refund, provided the cancellation is made by 3:00 p.m. on the working day prior to the scheduled delivery date.

Once the skip has been delivered to the agreed location, the service is deemed to have commenced and no refunds will be issued, regardless of whether the skip has been used.

2. Placement of Skips

Skips will be delivered to the customer’s driveway or the location specified at the time of booking, provided the area is safe, accessible and suitable for delivery.

Ray Whelan Ltd will not place skips over walls, fences, hedges, or any other obstruction. The final placement of the skip remains at the discretion of the driver, who will determine the safest and most suitable location upon arrival.

Customers requesting that a skip be placed on a sensitive surface, including but not limited to grass, lawns, decorative paving, block paving, tarmac, resin-bound surfaces, tiled areas or any other surface that may be susceptible to damage, do so entirely at their own risk.

Prior to delivery, the customer must provide written confirmation by email, including their booking details, confirming that they accept full responsibility for any damage that may occur during the delivery, placement, hire period or collection of the skip. Ray Whelan Ltd accepts no liability for damage to such surfaces where this acknowledgement has been provided.

Where a customer requests that a skip be placed on a public road, footpath, verge or any other public property, it is the customer’s responsibility to obtain all necessary permits or licences from the relevant Local Authority before delivery. Proof of the required permission must be provided to Ray Whelan Ltd prior to delivery.

• Ray Whelan Ltd reserves the right to refuse delivery where:
• the required permit has not been obtained;
• access is unsafe or unsuitable;
• the requested location is inaccessible;
• delivery may result in damage to property or injury; or
• any other circumstances exist that, in the opinion of Ray Whelan Ltd, make the delivery unsafe or inappropriate.

3. Skip Loading Requirements

For safety and legal compliance, all skips must be loaded level with the top edge (rim) of the skip only.

The following are strictly prohibited:

• Overfilling the skip above the rim.
• Using timber, boards, pallets, panels or any other materials to increase the height or capacity of the skip.
• Loading waste in a manner that makes the skip unsafe to lift or transport.

Where a skip has been overloaded, the customer will be required to remove sufficient waste to bring the load back to the permitted level before collection. Ray Whelan Ltd reserves the right to refuse collection until the skip has been made safe.

4. Prohibited Waste

The following materials must not be placed in a skip unless prior written agreement has been obtained from Ray Whelan Ltd and any applicable additional charges have been accepted:

• Asbestos
• Gas cylinders
• Tyres
• Paints, solvents and thinners
• Batteries
• Oils and fuels
• Chemicals
• Hazardous or toxic waste
• Clinical or medical waste
• Plasterboard (unless specifically agreed)
• Liquid waste
• Explosives, flammable or combustible materials
• Any other waste prohibited under Irish waste management legislation.
• If prohibited waste is found within the skip, Ray Whelan Ltd reserves the right to:
• Refuse collection until the prohibited material has been removed.
• Arrange for specialist disposal.
• Recover all additional handling, transport and disposal costs from the customer.

5. Weight Limits

Each skip has a maximum permitted carrying weight in accordance with road traffic legislation and vehicle manufacturer’s specifications.

Customers are responsible for ensuring that skips are not overloaded by weight.

If a skip exceeds the permitted weight:

• Collection may be refused until sufficient material has been removed.
• Additional charges may apply for overweight skips.
• Ray Whelan Ltd reserves the right to remove excess material or arrange an additional collection where necessary to comply with legal transport limits. Any associated costs will be charged to the customer.
• Please note: Due to legal weight restrictions, 12 cubic yard high-sided skips are not suitable for the disposal of heavy materials such as soil, rubble, stone, concrete or similar inert waste. Customers intending to dispose of these materials must order an 8 cubic yard skip, which is specifically designed to accommodate heavier loads while remaining within the legal carrying weight limits. If a 12 cubic yard high-sided skip is ordered and subsequently loaded with heavy materials, Ray Whelan Ltd reserves the right to refuse collection until the contents have been removed. Any additional costs incurred, including return visits or the provision of an alternative skip, may be charged to the customer

6. Standard Hire Period

The standard hire period is 72 hours (3 calendar days) from the date of delivery.

Deliveries and collections are carried out between 8:00 a.m. and 5:00 p.m. While every effort will be made to accommodate customer preferences, specific delivery or collection times cannot be guaranteed.

7. Extended Hire

Should the customer wish to retain the skip beyond the initial 72-hour hire period, this may be arranged subject to availability.

An additional hire charge will apply for every additional day / period thereof that the skip remains on hire.

8. Customer Responsibilities

While the skip is on hire, the customer is responsible for:

• Ensuring the skip is used safely.
• Preventing unauthorised persons from using the skip.
• Ensuring the skip is not moved, repositioned or relocated once delivered.
• Not allowing the skip to be tampered with or altered.
• Ensuring safe and unobstructed access for collection.
• Ensuring children are supervised around the skip.
• Ensuring only permitted waste is placed into the skip.

The customer shall remain responsible for the skip until it has been collected by Ray Whelan Ltd.

9. Fire, Theft and Vandalism

From the time the skip is delivered until it is collected by Ray Whelan Ltd, the customer accepts responsibility for the security of the skip.

Ray Whelan Ltd accepts no liability for:

• Fire damage.
• Theft of the skip.
• Vandalism.
• Unauthorised waste deposited by third parties.
• Damage resulting from misuse while the skip remains on the customer’s premises.

Where the skip is damaged beyond normal wear and tear or is stolen while on hire, the customer may be held responsible for the reasonable costs of repair or replacement where such damage or loss results from negligence or failure to take reasonable care.

10. Collection

Customers must ensure that the skip remains accessible on the agreed collection date.

Where collection cannot be completed due to:

• Obstructed access;
• Vehicles blocking the skip;
• Locked gates;
• Overloaded skips;
• Prohibited waste;
• The skip having been moved without authorisation; or
• Any other issue outside the reasonable control of Ray Whelan Ltd,

the Company reserves the right to charge for a failed collection, any subsequent return visit, additional waiting time or any other reasonable costs incurred.

11. Right to Refuse Service

Ray Whelan Ltd reserves the right to refuse, suspend or cancel any booking or service where, in its reasonable opinion, it is appropriate to do so. This includes, but is not limited to, circumstances involving health and safety concerns, inaccessible delivery or collection locations, abusive or threatening behaviour towards employees, failure to comply with these Terms & Conditions, suspected unlawful activity, or any situation that prevents the service from being carried out safely, legally or efficiently.

12. Acceptance of Terms

By placing an order with Ray Whelan Ltd, the customer confirms that they have read, understood and agree to be bound by these Skip Hire Terms & Conditions.

Failure to comply with these Terms & Conditions may result in additional charges, delayed collections, cancellation of the booking, or refusal of service.