Homeowners & Hosts
What is included in Weekly Roll-Out & Return?
Five Star Curb moves up to three approved trash or recycling carts from their designated storage area to the collection point before one scheduled collection each week. After pickup, we return the carts to their designated storage area. This typically includes approximately four rollout visits and four return visits per month.
What is included in Twice-Weekly Roll-Out & Return?
Five Star Curb provides rollout and return service for two scheduled collection cycles each week for up to three approved carts. This typically includes approximately eight rollout visits and eight return visits per month.
How many carts are included?
Both standard residential plans include up to three total trash or recycling carts.
What does one collection cycle mean?
One collection cycle includes a rollout visit before scheduled collection and a separate return visit after collection.
How much do additional carts cost?
Additional carts are $15 each per month on the weekly plan and $25 each per month on the twice-weekly plan.
How does route approval work?
Five Star Curb reviews the address, cart count, collection frequency, route distance, access, travel, and safety conditions. No residential payment is collected until availability and pricing are approved.
What happens if my collection day changes?
Contact Five Star Curb as soon as the schedule changes. We review route availability and confirm the updated service schedule.
What happens during snow or icy conditions?
Service continues when a reasonably clear and safe cart route is available. Limited snow-access clearing may be available for an additional charge and does not include full driveway, sidewalk, parking-lot, or general property snow removal.
What happens if I have a gate or access code?
Tell us that secure access is required, but do not submit permanent codes or sensitive credentials through the website. Final access arrangements are coordinated directly.
Can I add cart cleaning?
Yes. Select one-time or monthly cart cleaning during enrollment. Cleaning is not included automatically.
Do you handle loose trash or bulky items?
Loose trash, furniture, appliances, construction debris, and other bulky items are not included in standard service. Contact Five Star Curb with a special request, and we will confirm whether we can assist and provide separate pricing.
Can I cancel residential service?
Residential service is billed monthly and may be canceled according to the approved residential service terms. The final cancellation policy requires owner confirmation before production launch.
What if my address is outside the standard service area?
Five Star Curb reviews the route. Out-of-route or toll travel may require custom pricing, or the property may not be serviceable.
How will I receive invoices and receipts?
After approved Stripe enrollment, billing documents are sent to the billing email and may be available through Stripe's Customer Portal.
Commercial & Property Management
How is commercial pricing determined?
Pricing depends on units, buildings, containers, locations, collection frequency, access, travel, tolls, service level, staffing, and other operational needs. Five Star Curb provides a customized proposal.
Who should submit the inquiry?
A property manager, operations or facilities leader, owner, procurement contact, or another person who can provide accurate property and operational information may submit it.
Is an authorized decision-maker required?
The initial submitter does not need sole authority, but Five Star Curb will need the appropriate proposal recipient, signer, billing contact, and vendor-approval contact before launch.
Can Five Star Curb support multiple buildings?
Multi-building and portfolio service can be reviewed and documented in a customized proposal.
Is a service agreement required?
Commercial scope, price, term, cancellation, renewal, and payment requirements are documented in a customized service agreement separate from the proposal and Stripe billing.
Can service include photo verification?
Time-stamped photo documentation can be included where agreed in the commercial scope.
How are access credentials handled?
The website collects only whether access arrangements are needed. Permanent credentials, keys, lockbox combinations, and sensitive building details are coordinated directly and securely.
Can Five Star Curb coordinate with maintenance teams?
Yes. The operations review identifies maintenance roles, handoffs, access support, and day-to-day contacts.
Can service include multiple collection days?
Yes, depending on route capacity and property requirements. Frequency is reviewed and priced in the customized proposal.
How are weather-access charges handled?
Additional snow-access work requires written authorization, an approved spending limit, or real-time approval. Scope and price are confirmed before billable work.
What is excluded from standard commercial service?
Unless included in writing, service does not cover loose-trash pickup, bulk hauling, hazardous materials, major cleanouts, full snow removal, municipal pickup failures, or work outside the agreed scope.
How do commercial customers complete billing enrollment?
After proposal approval and service-agreement signature, an authorized contact receives a private Stripe billing-enrollment link matching the approved terms.
Can invoices and receipts go to the accounting contact?
Yes. Billing and accounting contacts are recorded separately from the decision-maker, signer, property manager, and operations contact.