Terms of Service

By making a payment, you agree to the following Terms and Conditions:

1. Service
Turtletrash, LLC agrees to provide residential waste collection services at the address associated with this invoice. Service includes weekly trash pickup, with recycling available as an add-on (every other week). Yard waste and bulk item pickups are available on request and billed separately.

2. Setout Time & Scheduling
All trash, recycling, bulk, and yard waste must be placed curbside by 6:00 a.m. on the designated collection day (unless otherwise coordinated with Turtletrash). A no-show fee may apply if yard waste or bulk items are not set out as scheduled.

3. Guidelines
Turtletrash may decline to collect unaccepted items (e.g., lithium batteries, oil, paint/spray paint, hazardous waste, electronics, dense materials like concrete and construction waste) or any bin that is overloaded or exceeds safe handling limits. Yard waste must be placed in kraft paper bags or securely tied bundles not exceeding 30”x18”x18” (standard yard bag size). Limit: 10 kraft paper bags or bundles per collection day.

4. Missed Collections & Customer Responsibility
If your items were missed due to our error, we will return as soon as possible. If missed due to improper preparation or setout, the customer must wait until the next scheduled pickup or request a special pickup (additional fees may apply).

5. Care of Equipment
Turtletrash may supply bins for use during service. These remain the property of Turtletrash. Each household assumes care, custody, and control of the bin for the duration of service. If a bin is lost or damaged beyond normal wear, Turtletrash may charge a $90 replacement fee per bin. At the end of service, bins must be returned in their original condition, normal wear and tear excepted.

6. Billing & Payment
All payments are due as billed. Turtletrash reserves the right to suspend service for non-payment. Late payments may be subject to a late fee. To ensure ample processing time, payments must be received at least 48 hours before your scheduled pickup day. Charges may be adjusted (no more than quarterly) based on changes in landfill rates, fuel costs, or CPI-related benchmarks.

7. Term
Service begins upon payment and continues for a minimum term of one year. The agreement automatically renews annually unless written notice of cancellation is provided at least 30 days prior to the renewal date. Early termination before the end of the one-year term may result in an early cancellation fee of up to $35 per bin, which helps recover the cost of cart provisioning and retrieval.

8. Refunds & Cancellations
All services are pre-paid and non-refundable once performed. Customers billed quarterly may be eligible for a partial refund of any full unused months in the current quarter, subject to the early cancellation terms outlined in Section 7. Cancellations must be submitted in writing (text or email) or by phone at least 48 hours before your next scheduled pickup to avoid being charged for that cycle.

9. Damage Waiver
Our trucks are comparable in weight to standard delivery vehicles (e.g., FedEx). Turtletrash is not liable for damage to pavement, driveways, or curbing resulting from normal operations, unless caused by negligence. We are also not responsible for damage or loss caused by weather, wind, or other environmental factors (e.g., a cart tipping or blowing into a vehicle).

10. Holidays & Weather
Collection may be delayed due to inclement weather or holidays. We will notify customers of any schedule changes via email, text, or online notice.

11. Legal & Jurisdiction
These terms are governed by the laws of North Carolina, and all disputes shall be resolved in New Hanover County jurisdiction.

12. HOA Superseding Agreements
If your residence is part of a community with a formal service agreement between Turtletrash, LLC and your Homeowners Association (HOA), the terms of that HOA agreement shall take precedence over the individual terms listed herein, including but not limited to service duration, pricing, and cancellation. A copy of the applicable HOA agreement is available upon request.