Cancellation, refunds & pickup problems

DRAFT • Pilot policy Before collection Cancel through your booking before the collector records pickup for a full refund under this pilot policy. A provider must not collect a cancelled job. Payment processing may take additional time after a refund is approved. Demo refunds are ledger simulations only. After collection Once waste has been collected, cancellation is unavailable. Open a support case if service was incomplete, unsafe, misdescribed, or otherwise disputed. Staff review evidence and may approve an appropriate full or partial refund. Refunds do not erase incident or disposal records. Unavailable or late service If Guuber cannot arrange the collection, offer rescheduling or a full refund. An estimated pickup window does not justify charging for unperformed service. Inaccessible, unsafe, or prohibited loads The collector records a failed-pickup reason and evidence. The pilot does not automatically charge a failed-pickup fee. Staff arrange a refund or an agreed replacement booking. Any future fee requires a new disclosed policy and customer acceptance. Extra volume and revised prices The collector must not take an unapproved extra load or charge an unapproved fee. Staff can propose a revised price with a stated reason. The customer must accept and complete payment before additional work is authorized. Declining a revision does not authorize an extra charge. Claims and timing Use booking support with your reference number and relevant evidence. Prompt reporting helps investigation, but the preferred 48-hour reporting period does not shorten statutory rights. Approved live refunds return through the original processor where possible. The app records requests, decisions, and financial adjustments.