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 (any size or shape), as long as they are reasonably accessible for our drivers to handle.
• Cardboard that our drivers can safely break down on-site. You do not need to flatten boxes in advance.
• Add-on items only where explicitly listed in our booking or checkout flow (for example, certain TVs, small electronics, batteries, or EPS foam).

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), or clearly indicated at checkout if they will be inside an apartment building or upstairs unit.
• 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.
• You do not need to break down your cardboard in advance. Boxes just need to be reasonably staged and accessible so our driver can safely break them down on-site.

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

Stairs & in-building access

When materials are located in an upstairs unit or inside an apartment building (for example, down a hallway or up multiple flights of stairs), a stairs / in-home handling fee may apply. This fee helps cover the added time and effort required to safely move materials through stairwells and common areas.

For cardboard pickups, you'll see an option at checkout to indicate if your boxes will require in-building access or stairs. If you are unsure, you may leave this unchecked; in that case, our driver may add the stairs fee on-site when it is clearly required by the location of the materials. Separate stairs / in-home handling fees may also apply to TV or other add-on items where indicated in the booking flow.

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

A standard pickup is designed around approximately the volume of a typical 96-gallon municipal recycling cart. Many jobs fall at or below this level. Our drivers use practical judgment on-site—nobody is counting individual boxes.

When the volume clearly exceeds a standard load, drivers may apply Overflow bundles or recommend additional service at their discretion. If you are present, the driver will generally explain the situation. If you are not, the driver may proceed with reasonable overflow handling and include a note on your receipt documenting the volume and any adjustments. Similar judgment may be used for applying stairs / in-home handling fees where the location of materials clearly requires extra in-building work.

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.