This policy outlines the conditions under which customers may request a refund or cancel a service provided by WasteCo NZ Limited.

Applies to all WasteCo services including skip bin hire, portable toilet hire, and other waste management services booked directly or via the WasteCo website.

All refund applications must be submitted in writing to the Customer Service Centre at WasteCo NZ.

Requests should include:

• Customer name and contact details
• Booking reference number
• Reason for refund

All refund requests will be reviewed individually and responded to within a reasonable timeframe. WasteCo aims to ensure fair and timely resolution of all refund-related enquiries.

Customers may cancel a hire service at any time prior to the service being performed without incurring a charge.

WasteCo encourages customers to notify cancellations as early as possible to allow for efficient scheduling and resource allocation.

If cancellation occurs after the service has been dispatched or delivered, charges may apply based on the level of preparation or work already completed.

All cancellations should be communicated via phone or email to ensure prompt processing and confirmation.

Refunds will not be issued under the following conditions:

• The service was attempted but could not be completed due to customer-related constraints (for example: blocked access, locked gates, or bin not presented).
• The service was successfully performed and used by the customer as intended.
• Other reasonable circumstances where WasteCo has incurred costs or fulfilled its service obligations.

In the event of a failed service due to WasteCo’s responsibility (e.g. vehicle breakdown, driver hours exceeded), WasteCo will:

• reschedule the service at no additional cost;
• prioritise the service in the next available delivery window; and
• communicate the revised service date to the customer as soon as it is confirmed.

For all refund and cancellation enquiries, please contact:

WasteCo NZ Ltd by phone: 0800 341 11 11, or email: dispatch@wasteco.co.nz, or visit our website at: wasteco.co.nz.