TERMS & CONDITIONS
Effective: 7 September 2025
Contact: [email protected]
WHAT BINMATE DOES (and doesn’t) DO
We move your household wheelie bins from their usual spot to the kerb for council collection, then return them after collection. We do not collect rubbish, handle waste, or service skip bins; we are a bin movement/valet service only.
SERVICE AREA, SCHEDULE & SERVICE WINDOW
We operate in listed service suburbs on our website. We place bins the day before your council pickup and return them after collection. For routing and safety, work happens within operational windows; exact times aren’t guaranteed.
PROPERTY ACCESS, SAFTEY & BIN LOCATION
You authorise BinMate staff to enter your property (driveway/paths) to move bins. Please secure pets and ensure safe access (codes/locks if used). To ensure safe and efficient service, you authorise us to reposition your bins within your property (for example, to a flat/clear spot closer to the driveway) and to record that spot as your designated “bin home.” We return bins to this bin home unless you instruct otherwise. If we relocate your bin home (IF we relocate), it is only for safety reasons—most commonly dogs—and we will choose a practical spot that avoids inconvenience to you and confirm the location where practicable. We do not place bins on public land or a neighbour’s property without your express request. We do not enter houses, garages, or locked buildings.
PROOF OF SERVICE (PHOTOS)
You authorise BinMate to take time-stamped photos of your bins at placement and return to confirm service, resolve disputes, and improve quality. Photos focus on the bin area only.
YOUR RESPONSIBILITIES
Keep a clear, safe path to bins; follow council rules for contents, weight, lid closure, and the correct bin colour for the day; and tell us promptly about collection-day/colour-cycle changes, construction works, or hazards (for example, aggressive animals or slippery surfaces).
HAZARDOUS/LEAKING BINS & DAMAGE RISKS
If a bin is leaking, emitting strong odours, infested, overweight, or contains prohibited/hazardous contents, we may refuse or modify service for safety. If hazardous material spills due to bin contents, you authorise us to stand down and notify you; clean-up remains your responsibility (we can recommend third parties on request).
COUNCIL DISRUPTIONS & MISSED COLLECTIONS
Public holidays, strikes, severe weather, road closures, or council changes may shift pickup times; we adapt placement timing where practicable. If council refuses collection due to contents/overfill/colour mismatch, or changes pickup without reasonable notice, our visit still counts as serviced.
RESPECT & ANTI-ABUSE POLICY (ZERO TOLERANCE)
You agree to treat BinMate staff and contractors with courtesy and respect at all times. Abusive, threatening, harassing, discriminatory, or intimidating behaviour—whether in person or via phone, SMS, email, or social media—allows us to immediately pause or terminate service, refuse entry to the property, and, where appropriate, issue a trespass notice and/or report to Police. Where service is paused or ended due to misconduct, no refunds or credits are due for the current 28-day period (this does not limit your rights under NZ consumer law). We may retain time-stamped notes and photos related to an incident.
BIN LOSS, THEFT, OR DAMAGE
We exercise reasonable care when handling your bins, but we are not responsible for loss, theft, graffiti, or damage caused by third parties (including council trucks) or events outside our control. We will still return any remaining bins to the bin home.
KEYS, CODES & LOCKBOXES
If you provide access codes or lockbox details, you authorise their use solely for service access and agree to keep them current. We are not responsible for unrelated areas or items on your property.
PLANS, BILLING & CHANGES
Plans renew every 28 days unless cancelled. The price shown at sign-up applies to your plan and may change with notice. You may request a temporary pause; we will confirm what is possible for your address and schedule. Cancel any time before your next renewal to stop further charges; service remains active until the end of the current 28-day period.
SERVICE ISSUES & CREDITS (SUMMARY)
If we miss a scheduled placement or return, we will make it right promptly and may apply a service credit. Where we attended and performed as scheduled, no credit applies. See the Refunds & Credits Policy for how to request a review.
SAFETY, RIGHT TO REFUSE & FORCE MAJEURE
We may delay or refuse service if access is unsafe (for example, severe weather, aggressive animals, hazards) or for events beyond our reasonable control. We may require a two-person crew, adjust the service window, or skip a visit when a safety flag exists. We will notify you where practicable.
LIABILITY & CONSUMER RIGHTS
We provide services with reasonable care and skill. We are not liable for pre-existing bin damage, damage caused by council collection, concealed property defects, or indirect/consequential loss. Nothing in these Terms limits your rights under New Zealand consumer law (including the Consumer Guarantees Act 1993). To the maximum extent permitted by law, our total liability for direct loss is limited to the fees you paid in the 90 days before the event giving rise to the claim (this does not limit your CGA rights).
DISPUTES, CHARGEBACKS & HOW TO REACH US
If something is wrong, email [email protected] so we can investigate and resolve quickly. Please allow a reasonable opportunity to fix an issue before initiating a chargeback.
SUBCONTRACTORS, ASSIGNMENT & CHANGES
We may use vetted subcontractors; your rights are unchanged. We may update these Terms; the latest version on our website applies from the stated effective date. If changes materially affect you, we will notify you.
COMMUNICATIONS & SMS CONSENT
By creating an account, you consent to service notifications (for example, SMS/email alerts for bin placement/collection). Marketing messages are optional and you can opt out at any time by replying STOP to SMS or using email unsubscribe.