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Frequently asked questions

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• What Happens If I Exceed the Weight Limit?

  Any weight over the threshold will incur a charge of €0.19/kg for account plans and €0.19/kg for pay-as-you-go collections. Charges are transparently itemised in your invoice.

• Can I Switch Plans?

  Yes, you can change between account plans or switch to/from pay-as-you-go. Contact customer service at least 14 days before your next billing cycle to adjust your plan.

• What Should Go in Each Bin?

  General Waste: Non-recyclable plastics, nappies, soiled items, and Styrofoam.
  Recycling Bin: Clean paper, cardboard, tins, aluminium cans, and appropriate plastics.
  Organic/Green Bin: Cooked/raw foods, dairy, garden waste, and compostable packaging.

• What Happens If Incorrect Waste Is Found in My Bin?

  If bins contain non-compliant waste, collection may be refused, or a contamination fee may apply. Guidelines for proper segregation are available on our website.

• Will You Pick Up Rubbish Outside the Bin?

  No, all waste must be placed inside the bins with the lid closed. Extra waste can be arranged for collection at an additional charge

• How Do I Get My Bin Delivered?

  Bins are delivered within 1 working days after placing an order. Call 051-364495 to arrange delivery if required.

• What Should I Do If My Bin Is Damaged or Stolen?

  Report damaged or stolen bins to customer service for a replacement. Charges may apply depending on the situation.

• Can I Use My Own Bin?

  Yes, and Kollect-supplied bins are approved for our service.

• How Often Are Bins Collected?

  Collections take place once a week. The collection schedule depends on your location and plan that you receive upon sign up. A reminder text will be sent out each day before collection.

• What Time Should I Leave My Bin Out?

  Place bins on the curbside the night before to ensure pickup.

• Will I Receive Reminders?

  Yes, we provide free SMS or email reminders for scheduled collections, holidays, or adverse weather disruptions.

• What Happens If My Bin Is Missed?

  Contact our customer service team immediately to investigate. Missed collections due to Kollect’s fault will be rescheduled free of charge.

• How Are Payments Processed?

  All payments are card-only for security and convenience. Pay-as-you-go charges are processed after each collection, while account plans are billed monthly.

• Can I Get a Refund for a Missed Collection?

  Refunds are available if Kollect is at fault. Missed collections due to non-compliance (e.g., incorrect waste) are non-refundable.

• What Happens If My Payment Fails?

  Collections may be suspended until the outstanding balance is cleared. Contact us to arrange a payment plan if needed.

• How Do I Book or Schedule a Collection As A New Customer?

  Use our app or website to book collections, view schedules, and manage your account. WhatsApp sign up is also available for added convenience.

• Can I View My Booking History?

  Yes, all past and upcoming bookings, invoices, and bin weights are accessible via the "My Bookings" section in our app or website.

• How Does Kollect’s Technology Work?

  Our system tracks the weight of collected bins in real-time, ensuring you only pay for what’s removed. Updates are provided every step of the way.

• Can I Cancel My Service?

  Yes, cancellations must be submitted via email at info@kollect at least 14 days before your next billing cycle. Our contract is for 12 months.

• Can I Pause My Account?

  Temporary service suspension can be arranged for extended absences. Contact us to discuss options.

• What Happens If My Area Is No Longer Serviced?

  We will notify you at least 30 days in advance of any service area changes or disruptions.

• How Do I Make a Complaint?

  Submit complaints via email or Whatsapp. All formal complaints are acknowledged and resolved right away.

• What Are My Rights in a Billing Dispute?

  Kollect will investigate disputes thoroughly and escalate unresolved issues to an independent mediator if necessary.

• Will My Personal Data Be Secure?

  Yes, all transactions and personal data are protected using SSL encryption. We comply with GDPR standards for data privacy.

• How can I avoid exceeding the weight limit?

  Regularly review the weight of your waste and ensure proper segregation to distribute load evenly across bins.

• Do you provide weight monitoring?

  Bin weights are tracked during collection, and you can access this information via your account.

• How do you ensure eco-friendly practices?

  Kollect follows strict sustainability policies, including partnering with certified recycling facilities and promoting waste reduction strategies.

• Do you support community clean-up initiatives?

  Yes, Kollect actively supports local waste reduction efforts and community clean-ups.

• Do you offer loyalty programs or rewards for long-term customers?

  We’re working on implementing a rewards program for returning customers.

• Are there promotional offers for new customers?

  Yes, new customers get their first month free across all plans.

• What happens to the waste after collection?

  Waste is processed at licensed facilities, prioritising recycling and minimising landfill contributions.