FREQUENTLY ASKED QUESTIONS
ABOUT THE SERVICE
What does BinMate actually do?
BinMate is a bin-movement/valet service. On your bin day, we move your household wheelie bins from their usual spot to the kerb for council collection, then return them afterwards. We do not collect rubbish, handle waste, or service skip bins.
Are you part of the New Plymouth District Council?
No. BinMate is independent. Our Bin Day tool is built using publicly available data and our own research.
Where do you operate?
We currently service Moturoa, Merrilands, Marfell, Westown, and Vogeltown. Our Bin Day tool covers around 36,000 addresses in New Plymouth, and we’re expanding across Taranaki.
Do I need to be home?
No. When you sign up you authorise BinMate staff to enter your driveway or paths to move your bins. Please secure pets, provide any gate codes or lockboxes, and keep a clear, safe path.
Will you relocate where my bins live?
If needed for safety (e.g., unrestrained dogs), we may reposition your bins within your property and treat that spot as your “bin home.” We won’t place bins on public land or a neighbour’s property without your request.
How does the service work?
Tell us your address – we confirm your collection day and recycling cycle.
We plan the route to align with council pickup times.
We move your bins the day before pickup and return them after collection.
What’s included?
Our current plan is Bin Day Collection (Monthly) for NZ$50/month. It includes moving bins to and from the kerb and SMS status notifications.
SAFETY, ACCESS & RESPONSIBILITIES
How should I prepare my property?
Keep a clear path to your bins and follow council rules for contents, weight limits, lid closure, and correct bin colour. Let us know about hazards such as aggressive animals or slippery surfaces.
What if my bin is leaking or has hazardous contents?
We may refuse or adjust service for safety. Hazardous spills are the customer’s responsibility, though we can recommend third-party cleaners.
What happens in bad weather or council disruptions?
Public holidays, strikes, severe weather or council changes can shift pickup times. We adjust where possible. If council refuses collection due to overfill, wrong bin colour, or late changes, our visit still counts as serviced.
What if my bin is lost, stolen or damaged?
We take reasonable care but are not liable for loss, theft or damage caused by third parties or events outside our control.
Can I use a lockbox or gate code?
Yes. Access codes or lockboxes are used only for service access. Please keep details current.
What if I’m abusive toward staff?
Zero tolerance. Abusive, threatening, harassing, or discriminatory behaviour will result in immediate service termination, refusal of entry, and possible trespass or police report. No refunds or credits apply for the current cycle.
PRICING & BILLING
How does billing work?
Plans renew every 28 days. Cancel any time before your next renewal to stop future charges. Service continues until the end of the current cycle. Pausing is possible in some cases.
What if BinMate misses my bin?
If we miss a scheduled placement or return, we will complete it as soon as possible and may apply a service credit. If the council refuses collection or changes without notice, no credit applies.
Can I get a refund?
Yes. We offer a 30-day money-back guarantee for the first cycle. To qualify, you must:
Pay for your first 28-day cycle
Complete 30 consecutive days of service
Request your refund within 7 days via [email protected]
Refunds cover 100% of the first cycle fee. Add-ons and physical products are excluded. After a refund is approved, service ends immediately.
Do you offer annual prepay?
If offered, you may cancel within 14 days (if no service delivered) for a full refund. After service begins, unused full months may be refunded minus any add-ons.
What if service is terminated for misconduct or safety?
If service is paused or ended due to unsafe conditions or abusive behaviour, no refunds or credits apply for the current period.
DATA & PRIVACY
What personal information do you collect?
We collect your contact details, service address and notes, service data (including time-stamped photos), billing details from our payment provider, and basic website/marketing data.
How do you use and share my data?
We use it to deliver service, provide proof of service, schedule and bill, improve safety and quality, and (with your consent) send marketing. You can opt out of marketing at any time.
Do you retain incident records?
Yes. Incident details may be recorded and shared with law enforcement, insurers, or advisers if required. Proof-of-service photos and records are kept for a reasonable period.
What are my rights?
You can request access to or correction of your personal data. You can opt out of marketing, though operational service alerts may still be required.
GETTING STARTED & SUPPORT
How do I sign up?
Go to checkout, choose the Bin Day Collection (Monthly) plan, and complete your subscription. Cost is NZ$50/month.
How can I contact BinMate?
General support: [email protected]
Privacy matters: [email protected]
Billing & refunds: [email protected]