BINOUT Refund Policy

Last updated: 9 September 2025

This Refund Policy applies to all services provided by BINOUT Ltd ("BINOUT", "we", "us", "our") and outlines the conditions under which customers ("you", "the customer") may request a refund or receive a credit.

BINOUT operates a weekly subscription-based service for bin placement and return. Due to the nature of our service, refunds are only issued under specific circumstances outlined below.

1. Refund Eligibility

You may be eligible for a refund if:

• You cancel your subscription and have prepaid for unused full weeks of service, and

• The service was not delivered by BINOUT due to an internal error or verified failure on our part.

BINOUT does not issue refunds for:

• Missed collections resulting from customer inaccessibility (e.g. locked gates, loose pets, bin not made available)

• Partial weeks of service

• Holidays or absences where BINOUT was not informed in accordance with Section 5

• Customer-initiated cancellations during an active prepaid period

2. Missed Collections

We aim to provide a reliable and consistent service. If we fail to perform the agreed service (bin placement or return) and the failure is:

• Directly caused by BINOUT’s error, and

• Not due to circumstances outside our control (e.g. weather, roadworks, council strikes, inaccessibility),

You may request a pro-rata refund or a credit to your next billing period.

3. Cancellations & Pro-Rata Refunds

Customers may cancel service at any time. In the event of cancellation:

• If no services have been rendered for the upcoming prepaid period, a full refund will be issued.

• If some weeks have been used, a refund will only be issued for the unused full weeks remaining.

• No refunds are issued for partially completed weeks.

4. BINOUT-Initiated Cancellations

If BINOUT terminates your service (for operational reasons, conduct, misuse, or capacity limits):

• You will be entitled to a refund for any full, unused weeks of service you have already paid for.

• This refund will be processed automatically and does not require a formal request.

BINOUT reserves the right to cancel service at any time, without obligation to explain the reason, provided unused fees are refunded accordingly.

5. Holiday Pauses & Missed Weeks

• Customers must notify us at least 48 hours before their collection day to pause service due to holidays or travel.

• No refunds are given for weeks missed due to unreported absences.

• If advance notice is provided, we will credit those weeks to your next billing cycle rather than issue a cash refund.

6. Refund Method

• Refunds are processed via the original payment method (usually Stripe).

• Refunds may take 5–10 working days to appear in your account, depending on your bank’s processing time.

• BINOUT will not refund to third-party accounts or in cash.

7. How to Request a Refund

To request a refund, please email:
📧 support@binout.co.uk
Include:

• Your full name

• Service address

• Reason for the refund

• Supporting information (e.g. missed collection date, cancellation request timestamp)

Refund requests are typically reviewed within 3–5 working days.

8. Disputes & Escalation

If you are unhappy with the outcome of a refund request, you may:

• Request an internal escalation to a BINOUT manager

• Submit a complaint via our website complaint form (accessible via the QR code on your bin)

• Raise the matter with your payment provider if the issue cannot be resolved internally

9. No Refund in the Event of Force Majeure

Refunds will not be issued if service delivery is prevented due to circumstances beyond BINOUT’s control, including but not limited to:

• Road closures or traffic disruptions

• Council strikes or cancelled bin collections

• Weather events or public safety emergencies

• Civil unrest or natural disasters

(See our Terms & Conditions – Force Majeure section for details.)

10. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the UK courts.