Refund & Cancellation Policy
Last updated: 7/18/2026
Our fair-dealing promise
We're three brothers running a small local business — our reputation is everything. We will never take money we haven't earned. If you believe a charge is incorrect — a duplicate, a job we didn't actually complete, or an amount that doesn't match your quote — contact us and we'll issue a full refund promptly. We'd rather refund an honest mistake than argue about it. This sits alongside (and does not limit) your rights under the Australian Consumer Law.
Bin Bros Membership
- Pause anytime from your dashboard — no fee. We won't bill you for cleans while paused.
- Cancel anytime — cancellation stops future billing. Your membership stays active until the end of the current paid period, and any scheduled clean in that period still goes ahead.
- Skipped weeks (e.g. council skipped collection, or we couldn't access your bins through no fault of yours) are rescheduled at no extra cost.
- Refunds for the current month aren't issued pro-rata by default — but if you feel a charge was unfair, see our fair-dealing promise above.
One-time bookings
- Payment is taken securely via Stripe at booking.
- Cancel anytime before we arrive from your dashboard for a full refund — no fee.
- If we can't complete the job (weather, access, our fault) you receive a full refund.
- Not satisfied with a clean? See our fair-dealing promise above — we'll come back and put it right, or refund the job.
Cancellations by us
If we have to cancel (weather, illness, equipment) we'll reschedule at no extra cost. If you'd prefer not to reschedule, you're not charged.
Not happy with a clean?
Tell us within 48 hours of the service. Where the issue is something we can reasonably fix, we'll come back and put it right at no extra charge. Where we can't, we'll agree a fair credit or refund — see our fair-dealing promise above.
Damage and liability
If we cause damage while performing a service, we'll cover reasonable repair or replacement costs in line with our Terms & Conditions. This does not affect your statutory consumer rights.
How refunds are paid
Refunds return to the original payment method within 5–10 business days of approval. Bank processing times may vary.
How to request a refund
Reply to your booking confirmation email or contact us via your Bin Bros dashboard. Please include your booking reference (starts with BC-).