Help center
Quick answers about your service.
Searchable answers to the questions that come up most. If you don't see yours, drop us a line — a human reads every email.
Getting started
How do I know if you serve my street?+
Enter your address on the homepage or in the booking flow. We check it against our active routes in real time. If we're not on your street yet, you can drop your address on the waitlist — we open new neighborhoods based on demand density.
What's included in each service?+
Each of the five services has its own scope — see the service pages for the full detail. Across the board: the right equipment for the job, professional-grade products on the cleaning services, full water reclaim on the wet ones (bins, pressure washing — nothing touches the storm drain), and photo proof on every visit.
Do I need to be home?+
Usually not — most services just need access: bins at the curb, a side gate unlocked, an outdoor faucet for the wet services. You'll get a two-hour arrival window live on your phone, and photo proof when we're done.
Is there a first-visit or setup fee?+
No. However many services are on your plan, there's no setup fee and no “deep-clean fee” on the first visit. One flat rate, same as month two.
Billing & plans
When am I charged?+
Never up front. Plans bill monthly, afteryour first visit is complete, then on the same date each month. If a visit doesn't happen (weather, route issue), you're not charged for it.
How does pricing work with multiple services?+
Every service has one flat monthly price, and the more you add the less you pay — two services take 10% off your whole plan, three or more take 15%. It's all billed as one simple monthly subscription. See the full table on our pricing page.
Are there any hidden fees?+
No. No setup fee. No first-time fee. No cancellation fee. No deep-clean fee. The price you see is the full price you pay.
Can I pause my plan?+
Yes — in one tap from your portal. Pause for 1 week, 2 weeks, a month, or 3 months. No charges while paused; plan auto-resumes when the timer ends, or you can resume manually any time.
How do I cancel?+
From your portal: Manage → Cancel plan. No questions, no fees. Your final visit stays on your account. If you've been billed for an upcoming visit and we haven't delivered it yet, we refund pro-rata — see our refund policy.
The visit
What if I forget to put my bins out?+
If we arrive and bins aren't accessible, we'll text you, wait briefly, and reschedule to your next collection day — no fee. Repeated misses on the same plan may pause your account so you don't get charged for visits we can't perform.
What if it rains?+
Light rain: we still come. Heavy weather (high wind, lightning, freezing temps): we postpone to the next safe day and notify you. You're never charged for a skipped visit.
What about pets and gate codes?+
Add notes to your address in the portal — they show up on your technician's app before they arrive. Gate codes, pet info, “leave bins by the side gate”, any of it.
Where do I find the photo proof?+
Every visit posts before-and-after photos to your portal and emails them to you minutes after we leave. We keep photos for 90 days, then auto-delete unless you've canceled, in which case they're deleted on cancellation.
It still looks dirty after — what gives?+
Some stains are permanent (sun fade, melted plastic, hard-water etching). Cleaning removes bacteria, smells, residue, and organic build-up — not always cosmetic damage. If something looks off in the photos, reply to the email and we'll re-clean for free or refund the visit.
Environmental & safety
Where does the dirty water go?+
Back into the truck. We vacuum 100% of wastewater off your driveway and discharge it at our depot, where it's filtered before going into the municipal sewer. Zero drops touch storm drains.
What sanitizer do you use?+
A commercial-grade quaternary ammonium sanitizer, food-contact safe at the dilution we use. It targets E. coli, salmonella, listeria, and common odor-causing bacteria.
Is the truck loud?+
About 78 dB at 5 feet — quieter than a leaf blower, similar to a vacuum cleaner. We don't service before 7 am.
Account & access
I just booked but never set a password.+
Look for the booking confirmation email — there's a “Claim my account” button. It walks you through setting a password (or, easier: just use the magic-link sign-in option from then on).
I'm moving — what happens?+
If your new address is in our coverage area, switch it in the portal — your plan transfers, no fees, no re-onboarding. If it's not, we pause your plan and add you to the demand list for your new neighborhood.
Forgot password?+
Use the “Recover access” link on the sign-in page — we'll email a reset link. Or just request a magic link instead; you never actually need a password.