NT WASTE AWAY PTY LTD
Cancellation, rescheduling and refund policy
Notice periods, futile transit fees, additional charges and how refunds are processed.
NT WASTE AWAY PTY LTD (ABN 74 665 665 485) publishes this Cancellation and Refund Policy to explain how cancellations, rescheduling and refunds are handled. It forms part of, and must be read with, our Terms and Conditions.
1. Notice of cancellation or change
Customers must provide adequate notice of any cancellation or booking change so that scheduling and operations are not disrupted. Any cancellation or booking change must be made during business hours and is only effective once it has been acknowledged by NT WASTE AWAY PTY LTD.
2. Payment, prices and GST
Unless credit terms have been approved in writing, full payment is required at the time of booking. Prices published online for standard skip-bin hire, extended hire days and declared add-on items are retail prices that include GST. Where an additional or manual charge is quoted separately, the quote will state whether that amount includes GST.
Payment does not confirm delivery. A booking is confirmed once NT WASTE AWAY PTY LTD has checked site access, waste acceptance and availability.
3. Futile transit
A Futile Transit Fee, equal to 100% of the price of the scheduled service, applies if NT WASTE AWAY PTY LTD attends the site but is unable to complete the scheduled service due to circumstances beyond our control. This includes, but is not limited to:
- Cancellation or rescheduling less than two (2) hours before the scheduled service time.
- Failure to provide safe and unrestricted access to the bin or service location.
- Failure to provide gate codes, keys, lockbox details, or clear site access instructions before our driver's arrival.
- The bin being inaccessible due to locked gates, parked vehicles, obstructions, or other site restrictions.
- The bin being overloaded, unsafe to transport, or containing prohibited or contaminated materials.
- The customer or authorised site contact not being available where attendance is required.
4. Refunds
Where a booking is cancelled before a bin is dispatched and no futile transit, waiting time or other charge has been incurred, the amount paid is refunded to the card used for the booking. Where charges have been incurred under our Terms and Conditions, those amounts are deducted and the balance is refunded. Refunds are processed to the original payment method.
Nothing in this policy limits any right or remedy you may have under the Australian Consumer Law.
5. Refund method and timing
Approved refunds are returned to the card or payment method used for the booking. We do not refund to a different person or account. Once a refund is issued by us, the time for the funds to appear depends on your bank or card issuer and is outside our control. Where costs have already been properly incurred - for example a futile transit, waiting time, a disposal charge already paid, or a permit fee - those amounts are deducted before the balance is refunded, to the extent permitted by law.
Marking a booking as cancelled in our system does not, by itself, refund a payment. A refund is a separate step that is reviewed and approved by NT WASTE AWAY PTY LTD. If you have cancelled and believe a refund is due, contact us so it can be assessed.
6. Our right to cancel or reschedule
We may cancel or reschedule a delivery or collection where site access is unsafe or unavailable, where severe weather, flooding, road closure or a cyclone warning applies, where a vehicle breaks down, where a disposal facility is closed or restricts acceptance, where a compliance or licensing requirement prevents the service, or for another operational reason or event beyond our reasonable control.
If that happens we will contact you and offer the next available service date. If we cannot provide the service in a reasonable time and no service has been delivered, you may cancel and we will refund the amount paid for the service that was not provided.
7. Late cancellation and failed delivery
A cancellation or reschedule requested less than two hours before the scheduled service time, or a service we cannot complete because access was not available, is treated as a futile transit under section 3 and the futile transit fee applies. A return visit to complete the service is treated as a new booking and charged accordingly.
8. Additional charges
Waiting time, extended hire, excess weight, reclassification of the load at the disposal facility, and prohibited or contaminated material may attract additional charges as set out in the Terms and Conditions. You authorise NT WASTE AWAY PTY LTD to charge the payment method held on file for additional charges properly payable under that agreement.
9. Contact
To cancel or change a booking, call 0459 883 288 during business hours or email admin@wasteawaynt.com.au. Requests are effective only once acknowledged by us.