Here you’ll find easy to understand answers to the most common questions we get. For anything not covered please email home@citybin.com

FAQ's

When you sign up, we’ll send out your Welcome Pack. It contains your collection schedule, what goes into your bins, etc). We will deliver your bins within 3 to 5 working days. We will empty your first bin on your next collection day.

The Welcome Pack includes a letter (and freepost envelope) that you simply sign and return to us and we will in turn inform your collector that you have joined The City Bin Co. It instructs them to remove their bins from your home.

Sure. We will send you a text reminder message the evening before your bin is due for collection. We include which bin(s) to leave out and we also let you know your recycling statistics for the previous four weeks. This is just a reminder – so please also refer to your collection schedule.

We provide a service from 6:30am, so it is advisable to leave your bin out before this time at the kerbside, on the morning of your collection day. If you prefer, leave them out the night before. Our free text service will let you know which bins to put out.

Of course, your monthly Bindex shows you how much you’ve used each bin. It can also show how better recycling can lead to lower bills.

Our trucks have been calibrated by the National Standards Authority of Ireland (NSAI) and are regularly audited to make sure the weighing systems are accurate.

The Bill of Rights is our service pledge that we give each and every customer that uses our service. It’s included on your Welcome letter.

No hazardous or liquid waste can be accepted. Here are some of the other items which we cannot accept…

  • Asbestos.
  • Batteries.
  • Computers.
  • Contaminated soil.
  • Florescent Light Bulbs.
  • Fridges, freezers or any CF gas container.
  • Gas cylinders.
  • Glass.
  • Medicines / medical waste.
  • Paints, thinners, oil etc.,
  • Septic tank waste.

N.B. Please note that these are only some of the items not suitable for acceptance, for further clarification, please contact the Environmental Protection Agency (www.epa.ie).

Payment is made by Direct Debit from either your current account, credit or debit card. While most of our price plans are monthly, some customers also like to pay their bill upfront once per year.

A Direct Debit is an instruction from you to your bank that it is OK for us to get paid directly by your bank. We will bill you the first week of each month and debit your account that amount between 7 and 14 days from the date of the bill. If there is any change to the payment frequency we will notify you in advance of your account being debited. In the event of an error, you are entitled to an immediate refund. If you wish to close your account with The City Bin Co, you can cancel your DD by writing to your Bank and The City Bin Co. We need 14 days’ notice to close an account and if payment is outstanding this must be cleared first.

Please remember to advise The City Bin Co. if any of your payment details change e.g. expiry date, new card details, change of address etc.

All payments are processed on a secure web server. All payment information you provide is encrypted using SSL (Secure Socket Layer) technology so that when you submit an order online nothing can be read as it travels down the secure line.

There are a number of measures and guarantees in place to safeguard you against genuine mistakes. Firstly, you are protected by the Direct Debit scheme rules. If at any time money is debited from your account incorrectly, the Banks and Building Societies guarantee to refund it. Secondly, no changes to the date, frequency or amount can be made without notifying you in advance of your account being debited (we do this on your bill). Thirdly, you have the right to instruct your Bank or Building Society to refuse a Direct Debit by writing in good time to them. And finally, you have the right to cancel any Direct Debit at any time simply by writing in good time to us or your Bank or Building Society. A copy of these safeguards will be included in our confirmation letter. Refunds, where applicable, will be paid no later than 30 days of any error being reported.

We use this policy with our price plans (we make it very clear when you sign up that such a policy applies to your plan). This is our way of giving you great value while keeping it fair for you and The City Bin Co. We have built these plans using our experience on how much waste a home produces given the number of people living there. We charge for excessive weight only when you dispose of weight in excess of the monthly* threshold allowance of waste in the grey landfill bin. We also charge for excessive weight in excess of the monthly* threshold allowance of waste in the brown organic bin. (*Per lift for Lift Only Customers)

The vehicles we use for household collections are ‘split body vehicles’ which contain different compartments for the different waste streams.

You can send us an e-mail to home@citybin.com or call us on Freephone 1800 24 89 24. Alternatively you can post a letter to The City Bin Co, Oranmore Business Park, Oranmore, Galway and one of our team will be happy to assist you.

Of course. You can change to any pricing plan that we have available online in your area. Please check them out online at www.citybin.com and contact us. This can be done anytime for the vast majority of customers who are on monthly plans. If you have paid your service charge up-front for the year then you need to wait until the month your plan is due to expire in order to change.

We would hate to see you go, but you can cancel the service by giving at least 14 days written notice either by email to cancel@citybin.com or by letter to The City Bin Co, Oranmore Business Park, Oranmore, Galway.

The termination date of the contract must coincide with the last date of your billing period (see terms and conditions). If the contract is terminated within 12 months of the start date, a surcharge of €15 per bin may apply for returning and cleaning the bins. All new customers have a cooling off period of 7 working days starting from the date the contract is agreed. In such cases, no surcharge for the early termination fee will be applied.

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