Cancellation Policy

This Cancellation Policy explains how you can cancel or reschedule FlatStack Pickup services, and what happens to your payments when you do so.

Using self-service links

After booking, you'll receive a confirmation message (via SMS and/or email) with a link to manage your pickup. You can use this link to reschedule or cancel upcoming pickups, subject to availability and routing constraints.

One-time pickups

You may cancel a one-time pickup at any time before we arrive by using the cancellation or reschedule tools. However, payments for one-time services are non-refundable, as described in our Refund Policy.

For no-shows or last-minute cancellations (for example, when we arrive and cannot access your materials), the pickup is treated as completed from a billing perspective, and no refund is issued.

Subscription pickups

Canceling an individual subscription pickup simply removes that visit from our route and does not trigger an extra charge or refund. Subscription charges are tied to your plan cadence, not to each specific pickup.

If you cancel your subscription plan entirely, future renewal charges are stopped immediately. Any charges already processed for the current cycle remain in place, except where otherwise required by law or explicitly agreed in writing.

Rescheduling windows

You may reschedule your pickup within the options shown in our self-service tools. Subscription customers may have additional limits based on their plan's normal cadence (for example, moving within a few days of the usual service day).

When you reschedule within your allowed window, no additional fees are charged. We may adjust your time window slightly for routing efficiency, and we'll notify you where possible.

FlatStack-initiated cancellations

In rare cases (such as severe weather, safety concerns, route disruptions, or system issues), FlatStack may cancel or postpone a pickup. When this happens, we will attempt to notify you and offer a rescheduled date. If we cannot provide service within a reasonable time, we may offer a courtesy credit or adjustment at our discretion.

Repeated cancellations & misuse

Repeated last-minute cancellations, no-shows, or misuse of self-service 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 Cancellation Policy, please contact us at support@flatstackpickup.com.