Refund Policy
This Refund Policy explains when Complete Trash provides refunds, cancellations, or service credits for trash pickup and waste removal services.
This Refund Policy applies to all services and products provided by Complete Trash Limited ("Complete Trash", "we", "us", "our"). It should be read together with our:
This policy is written in accordance with New Zealand law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986.
1. General Principles
1.1 We aim to provide reliable waste collection services and quality products.
1.2 Nothing in this Refund Policy limits or excludes your rights under the Consumer Guarantees Act 1993 for residential customers.
1.3 Refunds are not provided for change of mind, except where required by law.
2. Service Refunds
2.1 Waste collection services are non-refundable once the service has been provided.
2.2 Refunds or service credits may be considered where:
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A collection was missed due to our fault and reported within the timeframe set out in our Terms & Conditions – Missed Collections
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A service fails to meet guarantees under the Consumer Guarantees Act 1993
2.3 No refunds will be provided where a collection was missed or not completed due to:
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Bins not presented correctly or on time
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Contaminated or overloaded bins
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Prohibited waste (see Terms & Conditions – Prohibited Waste)
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Access issues, weather events, or circumstances beyond our control
3. Pay As You Go (PAYG) Stickers
3.1 PAYG stickers are a consumable product used to access one-off or ad-hoc waste collection services.
3.2 All PAYG stickers are non-refundable and non-transferable, including where:
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Stickers are unused
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Stickers are purchased in error
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Stickers are lost, damaged, or stolen after purchase
3.3 Refunds for PAYG stickers will only be provided where required by law, such as where stickers are faulty or not fit for purpose at the time of sale.
4. Promotions, Discounts & Prepaid Offers
4.1 Promotional offers, discounts, and prepaid service deals are non-refundable and non-transferable, unless required by law.
4.2 If a service is cancelled before the end of a promotional or discounted period, any unused portion or promotional benefit will be forfeited.
4.3 Promotional offers may be subject to minimum service periods as outlined in our Terms & Conditions – Promotions.
5. Bin-Related Charges
5.1 Bins supplied as part of our services remain the property of Complete Trash at all times (see Terms & Conditions – Bins & Equipment)
5.2 Charges relating to bin loss, damage, cleaning, misuse, or non-return are not refundable.
5.3 No refunds will be issued where services are suspended or cancelled due to misuse of bins or breach of the Terms & Conditions.
6. Cancellations
6.1 Customers may cancel services in accordance with the applicable Terms & Conditions – Suspension & Cancellation.
6.2 Fees paid for services already delivered prior to cancellation are non-refundable.
6.3 Where bins are not returned following cancellation, recovery or replacement charges may apply and are not refundable.
7. How Refunds Are Processed
7.1 Approved refunds will be processed using the original payment method where reasonably possible.
7.2 Processing times may vary depending on the payment provider.
7.3 We may require reasonable evidence to assess refund requests.
8. Contact Us
If you believe you are entitled to a refund or have questions about this Refund Policy, please contact us.
Last updated: 07/02/26