Refund Policy

This Refund Policy describes how FlatStack Pickup LLC handles refunds, credits, and charge reviews for its services. By booking a pickup or subscribing to a plan, you agree to this policy.

One-time pickups

Payments for one-time pickups are non-refundable by default.

Before the applicable scheduling cutoff, customers may reschedule a one-time pickup to a future available date and time using the self-service tools provided with the booking. Canceling a one-time pickup does not automatically entitle the customer to a refund.

Refunds are not guaranteed, but may be considered in unusual circumstances or where FlatStack determines that a refund or credit is appropriate.

E-waste charges

E-waste pricing is based on actual scale weight at pickup, not the estimate entered during booking.

For e-waste-only bookings, the stated minimum charge is collected at booking and the final total is reconciled after weigh-in. A difference between the customer's estimate and the final actual weight is not, by itself, grounds for a refund.

If you believe an e-waste charge or final adjustment was applied in error, you may request a review as described below.

Access-based adjustments

In some situations, access constraints may require extra handling, such as stairs, interior pickup conditions, or similar access burdens confirmed on-site. If an access-related adjustment is applied, it is not automatically refundable.

Subscription charges

Subscription plans are billed according to the cadence shown at sign-up. Subscription charges are non-refundable once processed, except where required by law.

Canceling a subscription stops future renewal charges, but does not retroactively refund charges that have already been processed.

If an individual subscription pickup cannot be completed because materials are not accessible, not prepared, or otherwise unavailable for collection, the visit is skipped and service continues with the next scheduled pickup in the subscription cycle. This does not create an automatic right to a refund or credit.

Service issues and courtesy credits

If there is a material issue with your service, FlatStack may review the situation and may offer a partial credit, future discount, rescheduled service, or other adjustment on a case-by-case basis. These remedies are not guaranteed.

Any courtesy credit, goodwill adjustment, or exception made in one situation does not create an obligation to provide the same outcome in future cases.

Unsafe, inaccessible, or non-compliant conditions

If materials are inaccessible, unsafe to remove, not prepared for pickup, include prohibited items, or otherwise fall outside our service guidelines, FlatStack may refuse or postpone service. In these situations, payments for one-time services are not automatically refunded.

Payment processor fees

Payment processors may retain transaction fees even when a charge is refunded. Because these costs are not always returned, and because scheduled service time and routing capacity are reserved in advance, FlatStack does not provide automatic refunds for one-time bookings.

How to request a review

If you believe a charge was made in error, or there were unusual circumstances that should be considered, please contact us at support@flatstackpickup.com within 7 days of the charge date. We will review your request and respond, but we do not guarantee a refund.

Changes to this policy

We may update this Refund Policy from time to time. Material changes will be reflected by an updated date at the top of this page. Continued use of our services after changes take effect indicates your acceptance of the updated policy.