Cancellation Policy

This Cancellation Policy explains how FlatStack Pickup services may be canceled or rescheduled, and how scheduling cutoffs affect your booking.

Self-service scheduling

After booking, you'll receive a confirmation message (via SMS and/or email) with a link to manage your pickup. You may use this link to reschedule or cancel eligible services, subject to availability and the cutoff described below.

24-hour cutoff

Pickups may be canceled or rescheduled up until 24 hours before the scheduled pickup date.

Once a pickup is within 24 hours of the scheduled date, customer changes are no longer permitted. This allows us to finalize routes and ensure reliable service for all customers on the route.

One-time pickups

One-time pickups may be canceled or rescheduled before the 24-hour cutoff using the self-service tools provided in your confirmation message.

If a one-time pickup cannot be completed because materials are not accessible, not prepared, or the crew cannot complete the service after arriving at the scheduled location, the visit may be treated as a completed pickup for billing purposes.

Payments for one-time services are non-refundable, as described in our Refund Policy.

Subscription pickups

Subscription customers may reschedule an upcoming pickup before the 24-hour cutoff, subject to route availability.

Individual subscription visits cannot be canceled for credit. If a scheduled pickup cannot be completed (for example, materials are not accessible or not placed out for collection), the visit is simply skipped and service continues with the next scheduled pickup in your subscription cycle.

If you cancel your subscription plan entirely, future scheduled pickups are removed and future renewal charges are stopped. Charges already processed or visits already within the cutoff remain in place, except where otherwise required by law.

FlatStack-initiated changes

In rare cases (such as severe weather, safety concerns, or route disruptions), FlatStack may need to cancel or postpone a pickup. When this happens, we will attempt to notify you and offer a rescheduled date or appropriate adjustment.

Repeated misuse

Repeated last-minute changes, no-shows, or misuse of scheduling tools may impact your ability to book future services and may result in account restrictions at FlatStack's discretion.

Questions

If you have questions about this policy, please contact us at support@flatstackpickup.com.