Return & Refund Policy

Scope Of This Policy

RORO TRUCK, operated by Simatex United Sdn Bhd, provides a rental and waste-collection service — the delivery, placement, collection and disposal of roll-on roll-off (RORO) bins. We do not sell physical goods that are shipped to a customer, so there is no product return process. This policy sets out when a booking can be cancelled and when a refund is payable.

All charges are quoted, collected and refunded in Malaysian Ringgit (MYR / RM).

Cancelling A Booking

You may cancel a confirmed booking from the RORO TRUCK app, or by contacting our support team quoting your Order ID. The refund payable depends on how close to the scheduled delivery slot the cancellation is made.

When We Will Refund You In Full

• We are unable to deliver a bin within the confirmed time slot and you choose not to reschedule.
• No suitable operator or bin size is available after your payment has been taken.
• A bin is delivered in a condition unfit for use and cannot be replaced on the same day.
• You were charged twice, or charged an amount higher than the price confirmed at checkout, for the same order.
• The booking was cancelled by us for any reason not caused by you.

Charges That Are Not Refundable

The following are payable in full and are not eligible for refund once incurred:

• Wasted trip charges — where the driver arrives and cannot deliver or collect because the site was inaccessible, locked, unattended, obstructed, or no placement space was available.
• Overload and levelling charges — where a bin is filled above its rim and must be re-levelled or partially emptied before it can be lifted.
• Prohibited waste charges — where scheduled, hazardous or prohibited waste is placed in the bin and must be separated, handled or disposed of specially. See our Delivery Policy for the full list.
• Extended rental days that have already elapsed.
• Waiting time beyond the free waiting period at the point of delivery or collection.
• Fines, penalties or permit costs imposed by a local authority as a result of how or where the bin was placed or filled by you.

How To Request A Refund

Submit your request within 7 calendar days of the affected booking. Contact us by any of the channels below and include:

• Your Order ID and the name and phone number used for the booking;
• The date and delivery address of the booking;
• The reason for the refund request, with photographs where relevant.

Assessment And Processing Time

• We acknowledge every refund request within 2 working days.
• Requests are assessed and a decision communicated to you within 7 working days of receiving complete information.
• Approved refunds are processed to the original payment method and are normally credited within 7 to 14 working days, depending on your bank or card issuer.
• Refunds are made in Malaysian Ringgit for the amount charged. We do not refund to a different card, account or person.
• Bank or payment gateway charges incurred on a refund are borne by us, except where the refund arises from incorrect payment details supplied by you.

Partial Refunds

Where only part of a booking is affected — for example, one bin in a multi-bin order is not delivered — we refund the value of the affected portion only, calculated on the prices confirmed at checkout.

Chargebacks

If you believe a charge is incorrect, please contact us first. Raising a chargeback with your bank before allowing us to investigate may delay resolution. We will provide booking records, delivery confirmations and correspondence to the payment gateway or issuing bank in response to any dispute.

Cancellations By Us

We may cancel a booking where the requested waste type is prohibited, the site is unsafe or unlawful to service, the placement location breaches local authority rules, or payment is not successfully authorised. Where we cancel for any reason other than your breach of our Terms of Service, you receive a full refund.

Changes To This Policy

We may update this policy from time to time. The version published on this page at the time your booking is confirmed is the version that applies to that booking.

Contact

Questions about this policy can be directed to info@simatexunited.com.my or through our Contact page.