FAQ

Payment is due 7 days from collection/and or receiving invoice.  If your account is not paid before your next collection then the collection may not go ahead until payment is received.

Our preference is for Credit Card Payments.  We have secure facilities to store this information. Please return the credit card authorisation form attached and we will charge your credit card when account is due. A receipt – directly from the bank – will be sent to your email upon payment being charged. There is no fee incurred for Credit card payments.

Alternatively you may choose to pay via eft

Name : EXO Sustain Recycling t/a Express Garden Bags

BSB  032 120

Acc 177 739

****Please remember to use your customer reference number when making any payment to ensure it is allocated correctly to your account, this can be found on the top right hand corner of your invoice and is the first 4 digits

Please leave out for few days, we may be running late by a day or so

Check if it was too heavy or overloaded  – a spare bag will be provide and we ask you split the contents, we will pick up at next collection. You will be charged accordingly

We require unencumbered access to the bag, and our driver has limited time to make a collection so please avoid placing bags behind locked gates or at the back of your property

Your bin was not on the verge when we attended, please ensure you place your bin on the verge the night before collection. We can not return if your bin/s were not out

Bags Must be easily accessible to the driver on collection dates. We prefer your bag be placed on the kerb for collection.  If this is not possible please leave in the front yard where they can be easily accessible and not behind locked gates.

Bins must be on the verge the night before collection day.

Bags that are too heavy and/or overloaded can not be collected, a spare bag will be provided for the customer to tip out some of the waste into the spare bag.

Both bags will then be picked up at the next collection and charged accordingly

Please refer to your collection calendar.  If you do not have one, we will send one to your email.  If you do not have an email please ask for a hard-copy and we will post one or have it dropped off when we next collect.

Please check that you used your Customer Reference Number in your payment description.  This number can be found on your invoices on the top right hand corner and is the first 4 digits  If you did not use your account reference number, then please reply with date of your payment and reference used. Once we locate and allocate your payment it will be applied to your account and will be reflected on your next invoice.

There are occasions where there may be a delay in uploading payments so please allow a minimum of 7 working days for your payment to be uploaded and acknowledged on your invoice/statement.

Check that your payment went to the correct account – BSB 032 120 ACC 177 739

Finally be mindful that EFT payments into our account can take up to 2 working days to clear.  If you pay on a Friday your payment won’t be processed until Tuesday or Wednesday the following week

If you have NOT provided us with notice of minimum of 7 days for a NPU (no pick up), your bags will be collected regardless of the amount of contents and charged the full normal collection fee.

Our on demand customers pay a premium price to have their bags picked up ONLY when they request a pick up.  However, pick up dates are restricted to cycle dates and we will pick up when we are next in your area.  Our cycles are 4 weeks and so this means that you may need to wait up to 4 weeks for pick up. This is because we are FULLY booked.

We are unable to do any extra pick ups outside our cycle dates for your area, you can however ask to have a spare bag as a back up to avoid needing any extra pick ups, please ensure you give us 7 days notice if this is required so it can be put on truck.

Please provide 1 cycle notice.  This will ensure you don’t have to wait until next cycle to have your bag/bins removed.  Also, we will not remove the bags/bins unless the final account is paid which is the amount of the last pick up and any outstanding balance..  E.g. if your account is $0 without any owing, you will need to pay your service amount in advance, BEFORE we can collect and remove your bag/bin for the final time.  So if you normally pay $40, this is what your final account will be.

Bags can be deferred, provided 1 week notice is given, we can no longer accept no pick up if less than 7 days as we cannot ensure we get to your message in time.  Your next collection will then be charged at the next cycle tier, ie if your collection is normally $40 for 4 weekly and you defer then next collection will be $50 as it has been 8 weeks since your last collection.  And same if 8 weekly normal collection cycle and you defer your next collection will be charged at the On Demand fee as it has been more than 3 months since last collection.

Please Note -If you have not advised us and your bag is empty or almost empty you will be charged the full service fee

Bins can not be deferred which means you cannot cancel a collection. Collections will take place regardless of how much waste in in the Bin or if your bin is not out, low fees are calculated based on a regular collection.

Bins are not deferralble which means you cannot cancel a scheduled collection.  Collection will take place regardless of how much waste is in the bin/bag, low fees are calculated based on regular collections.

Fees are based on frequency of collections.

BAGS – $40 for 4 weekly,  $50 for 8 weekly,  and $60 for on demand or 3 months or more between collections.  One off collections are $65.

When you defer a bag collection, your next collection will be charged at the next tier up.  So for example if you are a 4 weekly customer and you defer a pick up, you will be charged $50 for your next collection as it has been 8 weeks since your last collection.  Likewise if you are an 8 weekly customer and defer your collection, your next collection will be charged at $60 as it has been 3 months or more in between collections.

BINS – $25 1 x bin, $35 2 x bins, $45 3 x bins $55 4 x bins and all on 4 weekly cycle, with NO deferral as these low fees are calculated on a regular collection OR you can opt for our On Demand cycle $40 1 x bin $50 2 x bins $60 for 3 x bins $70 for 4 x bins

Unfortunately, due to massive increases in fuel and staff expenses, we cannot continue to not charge for those that request a no pick up. We are confident that our customers will understand that it is fair and reasonable to have more frequent customers pay less for their collections than ” one off and less frequent customer

Please make sure that you provide your name, contact number, email address, property address and which service you are interested in.  Our services are:

BAGS – $40 for 4 weekly,  $50 for 8 weekly,  and $60 for on demand or 3 months or more between collections.  One off collections are $65. Collections are kept to cycle dates.

BINS – $25 1 x bin, $35 2 x bins, $45 3 x bins $55 4 x bins and all on 4 weekly cycle, with NO deferral as these low fees are calculated on a regular collection OR you can opt for our On Demand cycle $40 1 x bin $50 2 x bins $60 for 3 x bins $70 for 4 x bins

Payments are made quarterly in advance as fees are calculated on an annual basis but invoiced quarterly for your convenience.