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At Thor Tippers & Rubbish Removal, we aim to provide honest, reliable and professional rubbish removal services across the Gold Coast and surrounding areas.

This policy explains how cancellations, deposits, refunds and payment issues are handled when booking our services.

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1. Booking Deposits

 

For selected jobs, we may require a deposit to secure your booking.

Deposits are used to confirm your job, allocate our time, reserve truck space, plan labour, arrange disposal requirements and prepare for your service.

Unless otherwise stated in writing, our standard deposit is 10% of the quoted job total.

Your booking is not confirmed until the required deposit has been received.

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2. Cancellations By The Customer

 

We understand that plans can change.

If you need to cancel or reschedule your booking, please contact us as soon as possible.

Where reasonable notice is provided, we will do our best to reschedule your job to another suitable time.

If a job is cancelled after we have already allocated time, staff, travel, truck space or preparation for the service, the deposit may be retained to cover reasonable business costs.

If we arrive on site and cannot complete the job due to access issues, locked gates, no one being available, unsafe conditions, incorrect job details, or the customer choosing not to proceed, a call out fee, cancellation fee or retained deposit may apply.

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3. Cancellations By Thor Tippers & Rubbish Removal

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In rare cases, we may need to cancel or reschedule a job due to unsafe weather, vehicle issues, staff availability, site safety concerns, tip closure, access restrictions or other circumstances outside our control.

If we need to reschedule, we will contact you as soon as possible and arrange another suitable time.

If we are unable to complete the service and no work has been performed, any deposit paid may be refunded or transferred to a new booking.

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4. Refunds

 

Refunds are not provided for change of mind once a booking has been confirmed and time, labour, vehicle space or preparation has been allocated.

Refunds are also not provided once rubbish has been removed, disposed of, tipped, recycled or donated, unless required under Australian Consumer Law.

If there is an issue with the service provided, please contact us as soon as possible so we can review the matter and provide a suitable solution where required.

Nothing in this policy limits your rights under Australian Consumer Law.

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5. Extra Rubbish Or Changes To The Job

 

Quotes are based on the information, photos, access details and item list provided before the job.

If extra rubbish is added, the load is larger than described, access is harder than advised, items are heavier than expected, or additional labour is required, the price may change.

Any additional charges will be discussed with you before extra work continues.

Extra rubbish, additional loads, difficult access, stairs, long walk outs, heavy items, tip fees, machine hire, labour and disposal costs may increase the final price.

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6. Access Issues

 

It is the customer’s responsibility to ensure we have safe and reasonable access to the items being removed.

This includes clear entry, parking access, gate access, lift access if required, and advising us of any stairs, steep driveways, long walk outs, tight access, animals, hazardous items or site restrictions before booking.

If access is different from what was advised, additional charges may apply.

If we cannot safely complete the job due to access or safety issues, we may cancel or reschedule the job and a fee may apply.

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7. Items We Cannot Take

 

We do not remove hazardous, illegal or restricted items unless agreed in writing before the job.

This may include asbestos, chemicals, paint, fuel, gas bottles, medical waste, contaminated waste or other unsafe materials.

If these items are found on site and were not disclosed before booking, we may refuse to remove them. Additional charges may apply if this causes delays, extra handling or changes to the job.

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8. Payment Terms

 

Unless otherwise agreed in writing, payment is required on completion of the service before we leave site.

For larger jobs, a deposit may be required before booking, with the remaining balance payable on completion.

We may offer flexible payment options on approved jobs. Approval must be confirmed before the job is booked.

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9. Disputes Or Concerns

 

If you are unhappy with any part of our service, please contact us as soon as possible.

We will review the issue fairly and work with you to find a reasonable solution.

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10. Contact Us

 

Thor Tippers & Rubbish Removal
Gold Coast, Queensland
Phone: 0425 453 948
Website: www.thortippers.com.au