Refund policy
Refunds and cancellations
One-off collections
Cancelling or changing a booking
Cancel or reschedule free of charge up to 9pm the day before your collection — the same cut-off you book by. Email admin@binhero.com.au with your order number and we will refund in full or move you to another day.
Cancelling after the cut-off
Once our run is planned for the next day — after the 9pm cut-off — we can still reschedule you once at no cost, but we cannot refund a cancellation made on the day of collection, because the truck and the run are already committed.
If we can’t complete the collection
Sometimes a collection can’t go ahead. The usual reasons are:
- the bin wasn’t accessible, or was behind a locked gate we weren’t told about
- the bin contained something we are not permitted to take (see What we take)
- the bin was already empty
If the collection could not be completed because of something on our side, you are refunded in full or rebooked, whichever you prefer.
If the collection could not be completed for a reason within your control, our driver will photograph the issue and contact you. We will offer a free rebooking within the next 7 days. If you would rather not rebook, we refund 50% of the collection fee, as the run has already been made.
Overweight or overloaded bins
If a bin is overfilled to the point that the lid cannot close, or is too heavy to be lifted safely, the driver may not be able to empty it. We will contact you before leaving and offer to rebook.
Weekly plans
See the Subscription policy for minimum term, skipping, pausing and cancellation.
How refunds are paid
Approved refunds are returned to the original payment method, usually within 5 to 10 business days depending on your bank.
How to ask
Email admin@binhero.com.au with your order number and, if relevant, a photo. We respond within one business day.
Your rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not provided with due care and skill, you are entitled to a remedy. This policy is in addition to those rights, not instead of them.