WASTEPAL'S CUSTOMER SERVICE GURANTEE

1. Be punctual:
   
   1. Wastepal aim to collect your bin within two hours of your average collection time each week. This time can be viewed on www.wastepal.com
   2. Wastepal will always collect the bin due out for collection on your collection day, during any natural disaster i.e. flooding, snow we will still collect your bin, health and safety permitting. The only exemption being the Christmas period, arrangements can be viewed on www.wastepal.com or by calling 1890 32 32 26.
   3. To answer all customer service phone calls to 1890 32 32 26 within 40 seconds
   4. We will notify customers via the internet, email, text messages, or via post, of any delays or changes to there collections. Where ever we are planning to change a collection we aim to give two weeks notice.
   
   
2. Not to Miss bins:
   
   1. Where your bin is missed, we will endeavor to collect it that day if not arrangements will be made that suit you. Please note we collect 99.94% of bins that are put out for collection every day
   2. Where your bin was not collected due to wrong contents, wrong bin out or for any issue with payment, once rectified we will make sure your bin is amended before the next week’s collection.
   
   
3. When dealing with complaints
   
   1. We aim to deal with all standard issues within one hour of being notified. For issues with bins we aim to have it resolved within 10 workings days. For any non standard issue we aim to have it resolved within 4 working days.
   2. Where any issues arise with payments, we aim to have a response/answer within three working days.
   3. Where a customer claims and is entitled to a refund, Wastepal will issue that refund within 7 working days of approval.

1. Payment:
   
   1. In the event of paying monthly by direct debit or credit card we aim to take the payment routinely either on the first or the second working day of the month. If the payment amount has changed due to costs incurred during the month, we will notify you two days before the amount is taken
   2. Were a customer is to receive a bill for payment, the bill will be sent 27 days before the payment is required.
   
   
2. Our Price
   
   1. We will continuously offer the lowest available prices to all our customers.
   2. Where on the rare occasion that a customer finds a lower price, we will match that price for a 12 month period and give an extra one month free. Prices must be for an identical service and prices will be verified before matched.
   
   

1. Trucks:
   
   1. All our trucks abide by the latest EU regulations on emissions
   2. All our trucks run on a special fuel mixture which results in lower exhaust emissions.
   3. We aim to avoid busy areas of towns at peak times in order to reduce our effect on traffic
   
   
2. Office:
   
   1. Up to 85% of our office waste is recycled
   2. Our office power supply were possible is sourced from green energy.