Cancellation Policy

This Cancellation Policy explains how you can cancel or reschedule FlatStack Pickup services, 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

Completed pickups may be documented with photographs, which are included with your receipt and used to confirm service timing, access conditions, and completion in the event of a dispute.

You may reschedule or cancel a pickup up until 24 hours before your scheduled pickup date. Changes are not permitted within 24 hours of the scheduled pickup.

Requests made after the cutoff, including no-shows or situations where we arrive and cannot access your materials, are treated as completed pickups for billing purposes.

One-time pickups

One-time pickups may be canceled or rescheduled before the 24-hour cutoff using the self-service tools. Payments for one-time services are non-refundable, as described in our Refund Policy.

Subscription pickups

Subscription plans do not support canceling individual pickups. Each scheduled visit is part of your active subscription cadence.

You may reschedule an upcoming subscription pickup before the 24-hour cutoff, subject to availability and routing constraints.

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 cancel or postpone a pickup. When this happens, we will attempt to notify you and offer a rescheduled date or appropriate adjustment at our discretion.

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.