Terms of Service

Billing:

We charge by a monthly rate. However, we bill customers on a bi-monthly basis (meaning once every 2 months). This means that customers are expected to pay for two months of service each time a regular billing invoice is sent. Paper invoices are sent out the 1st of each month of your respective billing cycle. Email invoices are sent every two months from the date of your initial invoice. Payment plans are generally not allowed, unless permitted by Wagon Wheel Waste. This means that, unless it is otherwise specified, all customers are expected to pay their invoice in full within 14 days of it being sent.

Customers invoices will automatically be generated every two months by our billing system. If there are changes that the customer wishes to make, such as: adding another can, removing a can, adding a service, or discontinuing service they are advised to let us know as soon as possible to avoid errors being made on their next invoice. 

Autopay is available and each customer is responsible for deciding if they would like to enroll. You must enroll yourself, we cannot do it for you. Certain changes made to invoices enrolled with autopay may cancel autopay. Customers enrolled in autopay will need to re-sign up for autopay if a change is made to their invoice.

Late Payments:

If a customer does not pay their invoice within 14 days of it being sent, a notice will be sent by email or phone call. Another notice will be sent if the Invoice remains unpaid for 30 days. If the customer's invoice continues to be unpaid through the entire 60-day billing cycle, another notice with a warning of service being terminated will be sent either by email or postal mail, and a late fee of $10 will be added on. Servicing of cans will be discontinued for the new billing cycle that has started (meaning the cans will not be dumped) until the customer's outstanding invoice(s) and late fee have been paid. 

If the customer does not contact Wagon Wheel Waste or is unable to be contacted by Wagon Wheel Waste within 7 days of the last notice being sent (67 days after their initial invoice was sent), their account will be considered delinquent. The customers can(s) will be picked up by Wagon Wheel Waste and future service may be denied to them.

Delivery Fees:

We do not charge a delivery fee for cans; however, the first two months of service are required to be paid up front before can(s) can be delivered to the customer's desired location. Customers will not be billed again until two months later (as billing is bi-monthly as stated above).

Regular Service Rules:

Cans:

Cans with our logo on them are provided to all customers. please note that you are LEASING the can. It is not your "property". All cans are property of Wagon Wheel Waste. We have the right to remove cans from customers whose account becomes delinquent and we also remove cans from customers who cancel service with us.

Pick Up Time/Dates:

Service is performed weekly on the customer's designated pick up day. It is the customer's responsibility to make sure their can(s) are pulled up to the road/street by 7a.m. on their designated pick up day unless otherwise arranged with Wagon Wheel Waste beforehand. 

Please note that we are a new company! Our customer base is quite spread out currently and new customers added to our route each week may impact our optimal route. Therefore, it is in your best interest to have your can out by 7a.m. no matter what time of the day you may usually  expect us. Cans that are not pulled up to the road/street by 7a.m. may not be dumped because of this and there is no guarantee we will be able to arrange another pick up that week. If you do not wish to possibly wait another week for your next pick up, please make sure your can is out at the time we recommend.

Customer Credit:

Credit will NOT be given for the week if we missed pick up due to the customer's own error. Some examples when credit will not be given are:

- If the customer pulls out their can at 10am but we went by their stop at 8:30am that day. Because the customer DID NOT have their can out by 7am per our suggestion, the missed pick up was due to their error.

- If the customer uses an unmarked can or another company's old can (such as WM, Larson, or R&M) instead of our can with our company logo on it. Please note that we give you a can for a reason! We need to be able to identify that we are picking our company's can and not someone else's. It is not our error if a pick up is missed because you pulled out the wrong can.

- If the customer lives on a non-maintained road/driveway that does not get plowed or becomes extemely muddy in wet weather conditions AND the customer refuses to work with us to arrange to get their can picked up elsewhere. We cannot help you if you do not help us! Trash trucks are NOT offroad vehicles and are VERY heavy. Muddy and snowy roads will result in us getting stuck. We know you need your trash picked up, and we do our best to work with every customer, but you must do your part and have it accessible where we can get to it if asked. Refusal to move it elsewhere will result in your stop being missed and credit will not be given. 

Extra Trash:

It is the customer's responsibility to make sure all trash bags/items are inside their cans. Extra bags or items placed beside cans will not be picked up. If a customer has an excess of  trash bags/items, they must be sure to stack them inside the can as best as they can. If they cannot fit items/bags in their can they will need to call us to arrange an extra pick up for a fee. If a customer finds that they frequently have an excess of bags, they may consider switching to two cans instead of one. (One 95 gallon can can hold 6 to 7, 13 gallon kitchen garbage bags.)

Large Item Removal/Disposal:

If the customer asks Wagon Wheel Waste to pick up large items (i.e. items that do not fit in their can(s) such as: mattresses, furniture, etc.) and haul them to the dump for them, the customer will be subject to a separate fee not related to their regular bi-monthly billing fees. This fee will be determined by Wagon Wheel Waste depending on the items that are needed to be discarded. If there is an issue that prevents Wagon Wheel Waste from being able to pick up/dispose of said item(s), Wagon Wheel Waste has the right to refuse pick up. However, this does not affect the customer's existing regular trash collection service. 

Harsh Weather and Road Conditions:

We (Wagon Wheel Waste) recognize that snowy and rainy weather conditions are possible. If Wagon Wheel Waste is unable to reach most customers on a route because of muddy, snowy, or icy roads, the roads are closed, or roads have not been plowed, then we will have to postpone servicing all customers on the route until roads are cleared or dry. Service will resume at Wagon Wheel Waste's discretion. Generally, as a rule of thumb, our protocol is to postpone service for a day or two. We recognize that it is not feasible to ask customers to wait a whole other additional week before being serviced in most cases.

Calls will be sent to all customers and updates will also be posted on Facebook letting customers know what the plan of action is if harsh weather or road conditions are prevalent (find us on Facebook by searching for "Wagon Wheel Waste". There is also a link to our Facebook page on our website: wagonwheelwaste.com).

If we must wait a full week because most customers are unable to be serviced that week, a credit for the week missed will be given to all customers on the route. 

If, however, we are able to reach most customers on the route but one or a few customers live on a road(s) that is not plowed/maintained or is too muddy for us to drive on, those customers will be skipped and a credit may not be guaranteed for the week depending on the circumstances. We try our best to make arrangements with customers who live on poorly serviced roads, but it is not our fault if your specific road conditions prevent us from servicing you and you are also unable/unwilling to move your can to an accessible spot. Please make sure your roads are accessible and maintained if you would like to receive service!

Holiday Service:

Please see the "2023 Route Calendar" link on our website navigation menu under "Customer Resources" to view/download a copy of our holiday route schedule.

We communicate changes to routes via a pre-recorded phone call that will be sent to each customer to remind them of the changes being made to our routes during Holiday weeks.

Holidays we recognize during 2023 are: Memorial Day, 4th of July, Labor Day, Thanksgiving, and Christmas.

Cancelling Service:

If a customer decides that they no longer wish to continue service with Wagon Wheel Waste, they (the customer) may cancel at any time. However, it is important for customers to note that they will not be refunded for any month they are currently in and have already paid for. 

Example 1: If a customer has paid for the months of January and February, and they choose to leave at the end of January, they may be refunded for the amount they paid for February.

Example 2: If a customer paid for January and February and then decides to end service in the first week of February, they will not be refunded the amount they paid for the month of February. In this case, it is in the customer's best interest to finish out the billing cycle for which they have already paid for. .