We will tell you the cost of your collections when you sign up for the service.

You will need to set up a Direct Debit to make payments. If you need to use an alternative payment method, please contact us so we can discuss this with you.

You will be billed monthly in arrears. We will send your bill within the first week of the following month. For example, we will send your invoice for January in the first week of February.

The Direct Debit date is usually set to 15th of the month.

We will send your invoice by post. We can send this to a finance team if you prefer. To choose this option, please add a finance contact in the portal.

Your invoice will provide full details on how to pay and the payment terms.

The costs are usually fixed until 31 March.

We review the costs every year. Any new prices would apply from 1 April. If we do need to make changes to our prices, we will let you know at least 1 month in advance.

Missed payments

If you have not paid 2 invoices in a row, we will:

• freeze your account,
• not collect your waste, and
• contact you regarding this.

As soon as you make the payment, the service will begin again immediately.

If you do not make the payment within 2 months of your account being frozen, your contract will end. We will pursue the outstanding payments and enforcement action could be taken.

Invoice queries and disputes

If you have a query about your invoice, please contact us.

Disputes

If you want to challenge your invoice, please contact us so we can discuss any concerns with you.

If you still want to challenge the invoice after a discussion, you will need to request an investigation. Please complete the invoice dispute form. You must complete all sections and give us as much information and evidence as possible.

We will review your investigation request and respond within 10 working days.

If we agree that a credit is due, you should get your credit note within 14 days of approval.