Designated Service Contact: Members must provide a designated Service Contact(s). This person will receive email communications from Rock Compost in the event of service adjustments, inclement weather delays, and other factors that may affect the normal service. The Service Contact(s) is responsible for taking corrective action when issues arise, such as blocked access, contamination in containers, and/or overloaded, damaged, or missing container(s) for their respective location(s). The Service Contact(s) also has the authority to request adjustments to the service frequency, schedule, and number of carts for their location. To update the Service Contact(s), please email info@therockcompost.com. with the new contact’s name, email, and cell number.

Location of Collection: Members are responsible for accurately describing the location of their container(s) for the designated service day(s). This collection location must be accessible by our vehicles or reasonably close to a vehicle entry point. If the container(s) are not in the designated location(s) at the time of collection, it may result in a missed collection [see below]. We reserve the right to request a different designated collection location in case of accessibility issues. To update the collection location(s), please email info@therockcompost.com.

Access for Collection: Members are responsible for providing, at their cost, any necessary accessibility materials (badges, FOBs, gate codes, keys, key cards, etc.) to access the collection location. If these materials require annual renewal with associated fees, the member is responsible for covering those costs. We reserve the right to request multiple copies of accessibility materials. If accessibility materials are changed, please email info@therockcompost.com.

Time of Collection: The route on your designated service day(s) may begin as early as 12:01 am and will continue throughout the day. It is the member’s responsibility to have their container(s) in the agreed-upon collection location starting from that time. While we will do our best to accommodate special requests for the collection timing, we cannot guarantee a specific time. Failure to place the container(s) in the designated location(s) at the time of collection may result in a missed collection [see below].

Missed Collection: It is the member’s responsibility to ensure that their container(s) are in the agreed-upon service location on their service day(s). If we are unable to locate your container(s) or they are inaccessible (e.g., loading dock blocked, gates closed, road closures, unable to bypass security, unsafe staging area, etc.), we will notify the member via email and plan to service the container(s) on the next scheduled service day. If you require a collection 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 an error by Rock Compost, we will waive any additional costs.

Off-Schedule Service Request: If you require a collection prior to the next scheduled service day, we offer an off-schedule service on the next business day for a fee of $50, plus your normal stop rate. To request an extra collection, please email info@therockcompost.com.

Additional Carts Request (One-Time): If you anticipate a higher than normal volume of compostables on a specific collection date, we can accommodate this with at least two weeks’ notice by delivering additional container(s) on your normal service day. A one-time charge of $20 per cart will be applied to your account. If you require more than five additional containers, additional fees may apply. To request additional carts, please email info@therockcompost.com.

Contamination: Contamination complicates the composting process. Only food residuals and BPI-Certified compostable materials are accepted in the container(s). Yard waste, such as leaves, grass clippings, tree limbs, and garden debris, is not accepted in our containers. Additionally, used cooking oil is not allowed in our carts and should be recycled through a grease collection company. We strive to keep our compostables as contamination-free as possible. However, we understand that contamination can occur in composting programs. We will work with you and your team to communicate and address contamination issues, aiming to reduce contamination moving forward. If more than five percent (5%) by volume of the container(s) contents consists of non-food waste or non-BPI Certified compostable materials, it will be considered “Contaminated.” Bagging materials in non-compostable bags also constitutes “Contamination.” Contaminated container(s) may incur additional costs for manual removal of the contamination or rejected load fees if the materials reach the composting facility. The first time container(s) are found to be contaminated, we will inform the member in writing with photo evidence. The second time container(s) are found to be contaminated, we will inform the member again in writing with photo evidence. Upon a third occurrence, we will inform the member in writing, with photo evidence, and reserve the right to charge a fee of $25 per cart found to be contaminated. Rock Compost reserves the right to suspend service if we do not observe improvements in contamination reduction. For a full list of accepted compostables, please visit www.therockcompost.com.

Damaged/Missing Containers: We understand that over time, containers may experience wear and tear from normal use. We will repair and replace container(s) as needed due to normal wear and tear. However, if container(s) are damaged due to severe overloading or negligence by the customer, we will provide photo evidence, and a fee of $75 per container may be charged to replace them. If container(s) become lost or missing, a fee of $75 per container may be charged to replace them.

‍Overloaded Container(s): Overloaded container(s) cause unnecessary wear and damage to the container(s) and pose a threat to employee safety. Container(s) are considered overloaded if the contents weigh more than 200 lbs and/or filled in such a way that the lid will not fully close. In addition, container(s) are considered overloaded if the contents cause spillage when the cart is tipped back and rolled. If the container(s) are overloaded and cannot be safely moved by our employee, then we will be unable to service the container(s) until the member transfers some of the contents to other container(s). If needed, you can email info@therockcompost.com to request additional carts.