Service Rules & Restrictions

To keep FlatStack Pickup safe and reliable for everyone, we follow a few simple rules about what we can pick up, how materials must be staged, and when we may decline service.

Materials we accept

FlatStack's primary service focuses on clean, dry cardboard (and any clearly-defined add-on services you see at checkout, such as specific recycling or disposal categories).

• Clean and mostly empty cardboard boxes
• Reasonably flattened or flattenable cardboard
• Add-on items only where explicitly listed in our booking or checkout flow

Materials we cannot take

For safety, legal, and operational reasons, we cannot accept certain materials. Examples include (but are not limited to):

• Hazardous, flammable, or explosive materials
• Chemicals, paints, oils, fuels, or containers with liquid residue
• Medical or biohazard waste
• Items that are excessively soiled, moldy, or infested with pests
• Any items not reasonably covered by the plan or add-ons selected at checkout

If you are unsure whether an item is allowed, please contact us before your pickup date.

Access & staging requirements

To complete your pickup efficiently and safely, we require that your materials be reasonably staged and accessible:

• Materials should be in the agreed location (for example, driveway, garage entrance, or front porch).
• Paths to the materials must be safe, free of ice or major obstacles, and reasonably lit.
• Pets should be secured so drivers can access the pickup area safely.

If our driver cannot safely access the pickup location, the visit may be treated as a completed pickup for billing purposes.

Driver safety & right to refuse

Our drivers may refuse or postpone a pickup if they encounter unsafe conditions, prohibited materials, harassment, or anything that reasonably prevents them from safely completing the job.

In these cases, one-time charges are not automatically refunded. We may, at our discretion, offer a rescheduled visit or partial credit depending on the circumstances.

Weight & volume limits

FlatStack may impose reasonable weight or volume limits for a standard pickup. Where limits apply, they will be shown at checkout or communicated in advance. Excess volume may require additional service or a separate booking.

Misuse & account restrictions

Misuse of the service—including repeated last-minute cancellations, abuse of policies, unsafe conditions, or attempts to dispose of prohibited items—may result in account restrictions or refusal of future service at FlatStack's discretion.

Questions

If you have questions about what we can take or how to stage your materials, please reach out before your pickup at support@flatstackpickup.com.