Step Can Program Terms of Service

Section 1: Billing Details

Designated Billing Contact: The member must provide a designated Billing Contact(s). This person will be contacted by CompostNow for anything billing related including updating billing information, billing errors, and receiving invoices/receipts. Billing Contact(s) can be updated via the Member Dashboard.

‍Billing Period: Automatic recurring billing is monthly beginning at the start of service (unless you have an annual membership). Your service will automatically renew at the end of your current billing period unless the member terminates in writing prior to then [see Cancellations Details below].

Billing Terms: Our payment terms are Net 15 (unless otherwise agreed upon). Any invoice not paid within the stated terms may incur a finance charge of 1.5% per month, 18% per annum or the maximum rate permitted by law, applied to the outstanding balance until paid in full. A $25 administrative fee may also be assessed on invoices more than 10 days past due. A $25 fee may be assessed for any returned or rejected payment, including but not limited to bounced checks or failed ACH transactions. Accounts more than 45 days past due may be subject to temporary suspension of service until all outstanding amounts are paid. After 60 days, CompostNow may refer the account to a collections agency or pursue other remedies. Customers are responsible for all reasonable costs associated with collection, including administrative fees and third-party recovery costs. CompostNow reserves the right to adjust pricing, billing terms, and service offerings upon a minimum of thirty (30) days’ prior written notice to the Member.

If a purchase order (PO) is required for payment, the Member is responsible for providing an accurate and valid PO number and ensuring sufficient remaining funds prior to the PO’s expiration. If the Member uses multiple POs for different service locations, the Member must clearly specify on each PO the applicable service location(s). Failure to provide an updated or valid PO does not extend payment terms and standard late fees will still apply.

Billing Method: Customers may pay invoices via credit card, check or ACH/bank transfer. Accounts with average monthly charges exceeding $615 may be required to pay via ACH or another non–credit card payment method due to processing fees. CompostNow reserves the right to require or change the accepted billing method for an account with reasonable notice. View invoices, payment history, and manage billing information via the Member Dashboard.‍

Account Administration Fee: CompostNow’s standard billing process does not incur additional administrative fees for our members. However, if your business requires us to use a third-party compliance or invoicing platform (such as Avetta, Ariba, Corrigo, etc), you will incur an Account Administration Fee as a line item on your monthly or annual invoice. This fee reflects the administrative costs of managing third-party platforms.

Section 2: Service Details

Designated Service Contact: The member must provide a designated Service Contact(s). This person will receive email communications from CompostNow in the event of service adjustments, inclement weather delays, and other factors that result in a deviation from their normal service. The Service Contact(s) are responsible for taking corrective action when issues arise such as (but not limited to) blocked access, contamination in containers, and/or overloaded, damaged or missing container(s) for their respective location(s). The Service Contact(s) shall have the authority to request adjustments to the service frequency, service schedule, and number of containers for their respective location. Service Contact(s) can be updated via the Member Dashboard.

‍Location of Collection: The member is responsible for providing an accurate description of where their container(s) will be located on their designated service day(s). If the container(s) are not located in the designated location(s) at the time of collection, it may result in a missed collection [see below]. Collection location(s) can be updated via the Member Dashboard.

Access for Collection: The member is responsible for providing (at their cost) any accessibility materials (badges, FOBs, gate codes, keys, key cards, etc) to access the collection location. If those require an annual renewal with fees associated, the member is responsible for paying for the renewals. We reserve the right to request multiple copies of accessibility materials, Members can provide one contact that we will call upon arrival if the office is not accessible. If accessibility materials are changed, please email thedirt@compostnow.org.

Service Day: Members can expect weekly service on the designated day(s) that best align with our operational routes. However, we will work with you and your team to make accommodations whenever possible. CompostNow will also provide advanced notice when the designated service day(s) will change due to holiday closures or occasional operational route balancing. You can request a service day change via the Member Dashboard.

‍Time of Collection: The route on your designated service day(s) may begin as early as 7:00 am and continue through 4:00pm. The member is responsible for having their container(s) in the agreed upon service location starting at that time. If you have a special request regarding the timing of your collection, we will do our best to accommodate it, but you must provide a minimum 4-hour time window between 7:00 am and 4:00 pm during which the containers will be accessible. This flexibility helps us maintain efficient routing and consistent service for all members.If the container(s) are not located in their designated location(s) at the time of collection, it may result in a missed collection [see below].

‍Missed Collection: It is the responsibility of the member to ensure their container(s) are located at the agreed upon service location on their service day(s). If we are unable to locate your container(s), or they are inaccessible (i.e. building is locked, no answer at the door, road closures, unable to bypass security, etc), we will notify the member via email and plan to service the container(s) on their next service day. If a collection is needed prior to the next service day, we offer an off-schedule service on the next business day for a fee of $50 plus your normal stop rate. If the missed collection is due to error by CompostNow, we will waive any additional costs.

‍Off-Schedule Service Request: If a collection is needed prior to the next scheduled service day, CompostNow offers an off-schedule collection on the next business day for a fee of $50 plus your standard stop rate. Requests must be submitted by 2:00 p.m. on the prior business day to ensure scheduling. Requests submitted after 2:00 p.m., or on weekends or non-business days, will be processed for the following available business day. To request an extra collection, email thedirt@compostnow.org.

‍Additional Container(s) Request (One-Time): If the Member anticipates a higher-than-normal volume of compostables on a specific collection date, CompostNow may accommodate the request with a minimum of two (2) weeks’ advance notice by providing additional container(s) on the Member’s regularly scheduled service day. Carts can be requested for $50 + $30/cart/collection. Additional stepcans will be billed at the Member's standard stepcan rate per collection. If more than five (5) additional containers are required, additional fees may apply. You can email thedirt@compostnow.org to request additional containers.

Contamination: Contamination is one of the most significant challenges facing composting programs and facilities, and maintaining a clean stream requires ongoing partnership between your team and ours. This shared effort is essential for producing high-quality compost and ensuring your food scraps deliver the greatest environmental impact.

Only food residuals and BPI-Certified compostable materials are accepted in your CompostNow container(s). Yard waste and used cooking oil are not accepted; used cooking oil should be recycled through a grease collection company.

After collection, our team evaluates each container to determine whether its contents can be successfully composted. When possible, we attempt to sort material to recover as much compostable content as we safely can. Based on contamination levels, each container will be designated as either Accepted or Rejected. These determinations are made in good faith, using our team’s best judgment to assess whether the material can be sorted within a reasonable amount of time.

- Accepted Containers: If contamination is manageable, the container will be accepted, sorted as needed, and composted. There are no additional fees for sorting.

- Rejected Containers: Some containers contain contamination that is unreasonably time-consuming or nearly impossible to fully remove due to the quantity of contaminants or the way they are distributed throughout the container. If contamination cannot be reasonably sorted, the container will be rejected and its contents will be landfilled to prevent contamination of the larger compost stream. Rejected containers do not incur fees.

We will record the number of rejected containers and display that information in your Member Dashboard so you can monitor and improve performance over time. Since rejected containers cannot be composted, we adjust your diversion data by removing the percentage of total collected weight that reflects the rejected portion. For example, if four containers are collected and two are rejected, half of that day’s collected weight will be deducted from your diversion totals. If contamination continues without improvement, CompostNow may suspend service. For a full list of accepted materials, please visit www.compostnow.org/compostables.

‍Damaged/Missing Container(s): We recognize that over time the container(s) will experience wear and tear from normal use. We will repair and replace container(s) as needed when wear, tear, or damage occurs from normal use. Should container(s) be damaged due to severe overloading or negligence by the customer, we will provide photo evidence and a fee of $250 per container will be charged to replace the container(s). Should container(s) become lost or missing, a fee of $200 per container will be charged to replace the container(s). Should container(s) be modified beyond their delivered condition, such as custom wrapping or otherwise, and cannot be recirculated in the event of service being terminated, then a fee of $200 per container will be charged to replace the container(s). Should the decal(s) on the container(s) need to be replaced due to negligence by the customer, then a fee of $50 per decal will be charged to replace the decal(s).

‍Liquid in Container(s): Our containers are not designed to be filled with liquids. To ensure the cleanliness of your space, we cannot accept container(s) filled with liquids. It is best to advise your community that liquids should be poured down the drain prior to their compostables being discarded into the container(s). If your container(s) are found to be filled with liquids, an extra fee of $25 will be applied.

Overloaded Container(s): Overloaded container(s) cause unnecessary wear and damage to the container(s) and pose a threat to employee safety. We will work with you and your team to communicate overloaded container instances when they occur and find solutions to increase your diversion capacity as needed. Container(s) are considered overloaded if they are filled in such a way that the lid will not fully close, and/or if the container(s) are too heavy to be safely moved by our driver. If the container(s) cannot be safely moved by our drivers, we will be unable to service the container(s) until the member transfers some of the contents to another container. If you need additional capacity, you can expand your program via the Member Dashboard.

‍Extra Compostables: All compostables to be collected must be placed inside the container(s) with the lid completely shut. We cannot collect compostables outside of the container(s) with the exception of empty pizza boxes. To schedule an extra collection, please email thedirt@compostnow.org.