Terms of service

Overview

Simple service, simple policy. We strive to make everything as clear and straightforward as possible so you always know what to expect. If you have any questions or concerns about your service, cancellations, or billing, please don’t hesitate to reach out to our customer service team. We value your business and want to ensure you're completely satisfied with your experience.

The Glass Goat Guarantee

We believe in making recycling simple, reliable, and valuable. That’s why we offer the following satisfaction guarantees:

100% Money Back Guarantee (First Pickup Only):

  • If you are unhappy after your first pickup, we will refund all money charged to you so far.
  • This guarantee applies only after your first pickup. After that, it does not apply.

Save Time or Skip the Bill Guarantee:

  • If you believe using Glass Goat did not save you time, you may request a refund of your service dues.
  • To qualify, you must cite that you have spent less time in the past taking your glass to a recycling center compared to the time spent setting your bin out and preparing it for our pickup.

$25 TaskRabbit Gift Card Guarantee:

  • If our service did not save you time, you may request one $25 TaskRabbit gift card in addition to a refund of your service dues.
  • Limit: one gift card per customer.
  • To qualify, customers must:

Enter their correct service address and contact information at checkout.

  1. Complete all required information in the new customer welcome email labeled “First Pickup and Preferences.”
  2. Submit a written request stating that they wasted more time using Glass Goat compared to personally taking their glass to a recycling center.

Pickup Policy

  • Bins must be placed at the curb by the designated start time provided in your email or text notification, typically by 7:00 AM (though this time may vary and will be clearly communicated in advance).
  • If your bin is not at the curb by the specified time and our team arrives to complete the pickup, it is considered an attempted service. In such cases, the full service fee will still apply, and no refund will be issued.
  • If you miss a pickup, you may contact us to see if a rescheduling option is available. While we will try to help, rescheduling is not guaranteed due to routing and staffing constraints.

Cancellation Policy

  • You may cancel your plan at any time. However, unless you provide clear written notice (via email, text, or portal submission) that you would like to cancel, your service will remain active and pickups will continue.
  • If you cancel after being charged for an upcoming pickup that has not yet occurred, you will receive a full refund for that pickup.

Skipping Service

  • Requests to skip service must be made by 7:00 AM on the day of your scheduled pickup.
  • Requests submitted after 7:00 AM will not be honored, as crews may already be en route to your home.
  • If your account has already been charged and you properly submitted a skip request before 7:00 AM, you may request a full refund.
  • If you fail to notify us by 7:00 AM and your bin is not out, the attempted service will still be billed in full.

Refund Policy

  • Refunds are not issued for completed or attempted services—including when bins are not out or not accessible at the scheduled time.
  • Exceptions may be made if an error occurs on our end. To request a refund review, please contact our team. Each submission is reviewed on a case-by-case basis.
  • Submitting a request does not guarantee a refund. We reserve the right to deny refund requests at our discretion.

_________________________________________________________________________

Referral Program Terms

To be eligible for our “Get a Month, Give a Month” referral program, new customers must notify Glass Goat in writing (by email, text, or other accepted form of contact) that they were referred by an active Glass Goat customer. The new customer must also provide the full name and service address of the referring customer within three (3) days of signing up. If this information is not provided within the required timeframe, Glass Goat reserves the right to withhold the free month of service for both the referring and referred customers.

Payment Responsibility & Enforcement

  • By using our service, you agree that all scheduled or attempted pickups—whether or not your payment method is successfully charged—create a financial obligation.
  • If your card on file cannot be charged, you are still responsible for payment.
  • We reserve the right to pursue outstanding payments by all lawful means, including third-party collections and legal action if necessary. Non-payment does not void your obligation to pay for services rendered or attempted.