Policies

Curbside Staging Requirement

All items must be placed at the curb (or end of driveway) and accessible from the street before your pickup window. CurbSafe does not enter homes, garages, basements, or backyards.

If items are not staged when we arrive, we may attempt to contact you. If the issue cannot be resolved within 10 minutes, a trip fee will be charged and the pickup will be rescheduled.

Trip Fee Policy

A trip fee applies when:

• Items are not staged curbside at the time of pickup
• The load contains prohibited (non-WM-safe) items
• Appliances are leaking fluids not disclosed at booking
• Access to the curb is blocked (locked gate, vehicles, etc.)

The trip fee compensates for crew time, fuel, and routing. The amount is based on your original booking tier.

Refusal Policy

CurbSafe RVA reserves the right to refuse any load that contains:

• Liquids, oils, fuels
• Paint, solvents, chemicals
• Pesticides or herbicides
• Hazardous waste of any kind
• Leaking refrigerant appliances

Refusals are non-negotiable for the safety of our crew and compliance with Virginia DEQ regulations. A trip fee may still apply. See our WM-Safe page for the full list.

Refrigerant Appliance Policy

Refrigerators, freezers, window AC units, and dehumidifiers contain regulated refrigerants. These appliances:

• Incur a $45 special handling fee
• Require 1-3 photos uploaded at booking
• Must not be leaking any fluids — leaking units will be refused

Cancellation Policy

You may cancel or reschedule at no charge up to 2 hours before your pickup window. Cancellations within 2 hours or no-shows may be subject to a trip fee.

Photo-Proof Completion

After every pickup, our crew photographs the cleared curb area and sends you a confirmation. This serves as your proof of completion and is especially useful for property managers who need documentation.