Cancellations & refunds

Single pickups

• Until the day before your collection: reschedule or cancel in the app, free. If you cancel a paid booking, we refund it in full.
• On the day:a driver has already been scheduled for your stop, so same-day cancellations — or a failed collection because waste wasn’t ready, accessible, or safely presented — may be charged at the single-pickup rate.
• If we fail you:if we miss your collection window and can’t agree a new time that works for you, you get a full refund — no questions.
• Partly declined collections: if the driver can only accept part of your waste (see the waste acceptance policy), you are charged only for what was collected, and any difference on a prepaid booking is refunded.

Memberships

• Cancel any timein the app, without penalty. Cancellation takes effect at the end of your current paid month — you keep the benefits until then. We don’t refund the current month once it has begun, except as below.
• 7-day cooling-off (ECTA): cancel within 7 days of first signing up and we refund the membership fee in full, less the single-pickup value of any collection already performed at your request.
• Price changes: announced at least one calendar month ahead in the app. Cancel before the new price takes effect and it is never charged.

How refunds are paid

• Refunds go to the original payment method (your card, via Yoco). We initiate approved refunds within 2 business days; banks typically settle them within 5–10 business days.
• Certificates already issued for destroyed waste are unaffected by any refund — destruction is irreversible and the record stands.

To cancel or request a refund

Use the app (Pickups → your booking, or Profile → Plan), or email admin@asepta.co.za — we respond within one business day. If you feel a refund was wrongly declined, the complaint routes in our terms (section 13) are open to you.