Terms of Service

Residential Customers Terms of Service

By signing up for Scraps service via StopSuite, you agree to the following Service Terms:

Kindness & Mutual Respect.

Scraps rests on a foundation of kindness and mutual respect. We will always treat all team members, customers and partners with kindness and respect, regardless of race, color, religion, belief, gender, identity or otherwise.

We expect the same of our customers. We expect to be treated kindly and respectfully in phone, email and interpersonal communication.

We reserve the right to discontinue service at our discretion. The reasons may include but are not limited to: unreasonably rude email communications, unwelcome environment when servicing bins in a customer’s place of work, etc.

Email Communication.

Scraps may add your email, name and other information to our Scraps Membership email list, hosted on StopSuite. We will use this channel to send you your initial welcome email, and to periodically contact you via email regarding your Scraps service, and other news and events related to Scraps. We will not share the information from our email list with any external party.

Other Communication.

Email is our primary channel of communication. We provide our phone numbers as an additional way to access us, but with the nature of our work and our small team, we are often difficult to reach by phone. We consider email the most reliable and secure way to communicate with our Members and document our communication history.

Payments.

If you sign up as a pickup or drop-off customer with Scraps, the credit/debit card or ACH information you provide to Scraps via StopSuite will be billed monthly.

Payment Information.

Your payment information is securely stored with Stripe, the third-party online pay processor embedded in StopSuite, the software used by Scraps to manage all online payments and other activity for Scraps members. You are encouraged to protect your login and password as you would with any other online transaction portal.

Pickup Schedules.

Your Scraps service will happen on a specific day or days each week. While we cannot guarantee pickup times, we will always perform our pickups between 7am and 6pm, unless otherwise noted.

Occasionally, Scraps needs to reorganize routes and change a Member’s pickup day or days. If this happens, we will always inform you ahead of time, with a reasonable amount of time for you to adjust.

Pickup Rules.

Residential

Please leave your bin in your designated pickup spot by 7 am each pickup day. If the pickup spot that you and/or your property manager and/or HOA has designated is not in a safe or reasonable area, Scraps will ask that you endeavor to choose a different spot, and/or suggest a different spot. Our goal is to not have bins stolen or defaced.

Please use a compostable bag in your bin at all times. After your first month’s supply of compostable bags (provided by Scraps) runs out, it is your responsibility to purchase compostable bags.
Please do not overfill your bin.
Please tie your bag.
Please clean your bin between pickups.
Please remove your bin from its pickup spot at the end of the day, after Scraps has emptied it.

Please inform us whenever possible if you will not be setting out your bin for us on your pickup day, preferably by using this feature in your member dashboard.

Please inform us if you will be out of town or otherwise not setting out your compost bin for an extended period of time.

If your bin is consistently overfilled, we will suggest that you upgrade your service level to a larger size bin/bucket. If you do not upgrade, and continue to overfill your bin, we will inform you via email with a reasonable amount of lead time that we will be upgrading  your service level at your next billing cycle, and we will then change you to a higher service level, unless you object.

Missed Pickups.

On rare occasions, Scraps may miss your scheduled pickup. This is generally due to inclement weather, a mechanical failure, staff emergencies, or other unforeseen catastrophic occurrences.

We are a small company with a small fleet, and unfortunately this means that once in a while, we simply don’t have the means to cover missed pickups, same-day.

If we are running late, and/or in danger of missing your pickup, we will reach out via email to update you with our status whenever possible. If we ultimately miss your pickup on your pickup day, we will reschedule for the following day or as soon as possible, and inform you of this change. If an unreasonable amount of time passes, or an unreasonable inconvenience is posed, we will issue you a commensurate credit / refund on your account.

Weather & Safety.

Scraps places a premium on the safety of our team. We have the training and the equipment to run our pickup service in all manner of inclement weather; however, on occasion we will not run our routes due to extreme weather, storms, and/or unsafe commuting conditions. These are typically days when mail and deliveries are not running, school is canceled, and your boss says not to come into the office. We will always let you know when our routes are disrupted due to weather.

Lost, stolen, or missing bins & lids.

If your residential bin is stolen or otherwise disappears, we can replace it for you at cost. We will endeavor to locate a “pickup spot” that minimizes the risk of theft, and we ask that you mark your residential bin with the stickers we provide (and others if you wish) to help deter theft or accidental disposal.

If a residential collection bin is lost or stolen, we can replace the bin and / or lid at cost.

Late fees.

If you fail to make a payment (i.e., if your card on file cannot be charged at the time of auto-pay), you will receive an email from StopSuite on that day asking you to update your payment information. We will follow up with another email on the 10th of the month or the next business day. If, at the end of the month, you have not made your delinquent payment, we will suspend your account until your payment information is updated and your charge paid, and we will also assess a small late fee. The late fee is 10% of your monthly membership fee (subject to change).

Contamination Fees.

Contaminants such as plastic, aluminum foil, latex gloves, etc. are extremely harmful in a compost pile. Scraps is dedicated to minimizing contamination among its customers’ compost by providing free, in-depth training, regular communication, ongoing education, plus bins and pickup schedules optimized to each customer’s needs.

However, if we note and communicate consistent contamination over the course of a few months, and suggest strategies to solve the issue, and yet no action is taken and contamination continues, we may assess a fee. This will only be after an extended period  consistent contamination and no action / no results. Before we assess a fee, we will send you an email letting you know that the contamination issue must be resolved in order to avoid a fee at your next monthly pay cycle.

After one warning / nudge to fix things, we will charge $5 per incident for residential contamination.

We hate having to do this. But it is tremendously important to us that our members and our company do not send plastics and other trash to the compost facility – where it may partially decompose and leach chemicals into our compost and soil, not to mention broken bits of plastic and other materials that the compost facility equipment cannot sift out. We are committed to taking proactive steps to prevent and eliminate contamination from the outset and throughout our service, and we will exhaust these measures before contemplating a fee.

Pause or cancel service.

You may pause your Scraps service at any time. Simply use the form on our website, or send us an email. We will pause your account (and your billing) on the date you indicate, and resume it on the date you indicate. You may also cancel your Scraps membership at any time. Use the form on our website, or send us an email. We will cancel your account and you will not be billed further.

Updated July 2023.