REFUNDS & CREDITS POLICY
Effective: 7 September 2025
Contact: billing@binmate.nz
PRINCIPLES
We aim for a simple, reliable valet service. If we fall short, we fix it and consider a fair credit. This Policy is in addition to your rights under the Consumer Guarantees Act 1993.
CREDITS WHEN WE’RE AT FAULT
If we miss a scheduled placement or return, we will complete the job as soon as practicable and may apply a service credit to your next bill. For late or partial service, we may apply a reasonable credit based on impact.
WHEN CREDITS DON’T APPLY
No credit applies where we attended and performed as scheduled, or where council refused collection due to contents/overfill/colour mismatch, or altered pickup without reasonable notice.
RECURRING BILLING, HOLDS & CANCELLATIONS
Plans renew every 28 days. If you cancel, service continues to the end of the current period; we do not refund elapsed or in-progress periods. Holds are available by request; we will confirm feasibility for your address and schedule.
30-DAY MONEY-BACK GUARANTEE (FIRST PAID CYCLE)
If you are not satisfied after trying BinMate, you can claim a refund on your first paid cycle. To qualify, pay for your first 28-day cycle, complete 30 consecutive days of service from your first scheduled service date, then request your refund within 7 days by emailing [email protected]. We refund 100% of the first 28-day cycle fee to your original payment method. Add-ons (sanitising, one-time deep cleans), physical products (deodoriser pods), and third-party charges are excluded. The guarantee applies once per household service address and requires that you provided safe, reasonable access during the 30 days. Annual prepay plans are excluded (see below). After a refund is approved, your service ends immediately and future billing stops. This guarantee is in addition to your rights under the Consumer Guarantees Act 1993.
ANNUAL PREPAY (IF OFFERED)
You may cancel within 14 days if no service has been delivered and receive a full refund. After service starts, we refund unused full months, less any delivered add-ons at RRP. If a chargeback occurs, service pauses until resolved.
MISCONDUCT & SAFETY-RELATED TERMINATIONS
If service is paused or terminated due to abusive, threatening, harassing, discriminatory, or otherwise unsafe behaviour (including unrestrained aggressive animals), no refunds or credits apply for the current 28-day period. This does not limit your CGA rights where applicable.
HOW TO REQUEST A REVIEW/REFUND
Email [email protected] within 7 days of the issue with your address, date, and a brief description. We aim to respond within 3 business days.