Payments and charges

You probably booked a separate on-demand Pickup ($29 for a Regular) instead of using your plan's Pickup ($19 every 4 weeks).

Your plan creates your next Pickup for you. To add bags or change the date, edit that Pickup rather than booking a new one.

48 hours before your Pickup we place a temporary hold on your card, to check the payment will go through. It is not a charge: you pay once the Pickup is done, and your bank releases the hold within 3 to 5 business days. If you change your Pickup's size, we place a new hold and release the old one.

If the hold fails, we email you. Update your card before 2pm the day before (Sydney time) so your Pickup can go ahead.

Yes: you need a card to book a Pickup. You are charged only once your Pickup is done (our terms).

We never see or store your card details: like most online businesses, we leave that to Stripe, which holds the strictest certification in the payments industry (PCI Service Provider Level 1).

1. Log in to your account on the web or in the app.
2. Open your profile settings and go to Payment methods.
3. Tap Add payment details, enter your card and save.

Removing your only card cancels your next Pickup and pauses your plan. After adding your new card, check your next Pickup: if it was cancelled, book it again and restart your plan.

Starter Pack and Flex Trio Pickup credits each cover one Regular Pickup: they apply to one Pickup at a time and can't be combined on one Pickup. The next credit is ready once the last Pickup is done. Gift card credit works differently: see combining gift cards.