Refunds Policy.

This policy sits alongside our Terms of Service.

1. The basics

You pay monthly by Direct Debit. There is no upfront commitment beyond the current month, and no cancellation fee. You are always protected by the Direct Debit Guarantee, which allows your bank to refund a debit taken in error.

2. When we credit your account

Situation	What you get
We miss your collection (we failed to put the bin out)	One month's subscription credited against your next invoice
Council misses the bin despite our photo proving it was at the kerb on time	Free reattempt at the next available council pickup, no charge
You move within our service area mid-month	Service continues, no refund needed
We cannot start service after sign-up (e.g. address turns out to be outside our area)	Full refund of any debits already taken

3. When we do not refund

• Cancellation mid-month: you keep service until the end of the paid month, but the paid month is not pro-rated back.
• Council strike action, severe weather, or other circumstances beyond our reasonable control.
• Your bin was inaccessible (locked gate, blocked path).
• You did not put the right material in the bin and the council refused to collect it.

4. How to claim

Email support@getdaro.co.uk with your address and the date in question. We check our photo records and respond within 2 working days. Credits are applied to your next invoice. Refunds are returned to the bank account on your Direct Debit mandate within 5 working days.

5. Direct Debit Guarantee

The Direct Debit Guarantee is offered by all banks and building societies that accept Direct Debits. If an error is made in the payment of your Direct Debit, by Daro or your bank, you are entitled to a full and immediate refund from your bank.