Help centre — Ontario pickup service

Garbage Pickup FAQ. Straight Answers.

Clear answers about booking, timing, access, and billing. Find what you need before you book your pickup through our web platform. No app download required.

1. Find your answer→2. Open webapp→3. Book pickup

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Guest checkout or create account for 30% off.

Payment at booking • Refund if we can't complete pickup

Upfront flat-rate pricing
Fully insured drivers
Next-day arrival
Eco-first sorting

Quick Answers by Category

Select a topic below to jump straight to the policies that matter most to your pickup.

Booking & Timing

Everything about scheduling your pickup

How do I book?

All bookings are handled securely through the Bag & Book it webapp at app.bagandbookit.ca. Simply visit the site, enter your address, count your bags (1-3, 4-6, or 7+), and choose a pickup date.

Do you offer same-day pickup?

No, we require at least 24 hours advance notice. Book today for pickup tomorrow or any future date (subject to driver availability and blackout dates).

Property Access

What you need to know about site access

Do I need to be home?

No. As long as items are accessible outside and you've provided clear instructions, our drivers can complete the pickup without you present.

What about gated communities?

You must provide gate codes or inform security prior to our arrival. If a driver cannot access the property, a missed pickup fee may apply.

Items & Refusals

What we can and cannot take

What if I have more junk than expected?

Drivers will assess the load. If it exceeds your booking, they will send an updated quote via the app for your approval before loading.

What won't you take?

We strictly prohibit hazardous waste, wet paint, chemicals, asbestos, and biological waste. See our full prohibited items list in the app.

Pricing & Billing

Payment and refund policies

When am I charged?

Payment (Visa or PayPal) is processed immediately when you book. If we cannot complete your pickup (hazardous materials, access issues, etc.), you receive an instant credit or refund.

Do I need an account?

No — guest checkout is available. But creating a free account gets you 30% off your first order plus saved addresses, payment methods, and recurring scheduling.

Booking & Timing

Everything you need to know about scheduling your junk pickup app faq.

1

How accurate are the pickup time windows?

We provide 2-hour arrival windows to account for traffic, weather, and the size of previous jobs. You will receive a notification through the Bag & Book it app when your driver is on their way, typically 15-30 minutes before arrival.

2

Can I schedule a recurring garbage pickup?

Absolutely. For businesses, construction sites, or busy households, you can set up weekly, bi-weekly, or monthly recurring pickups directly in the app. You can pause or modify your subscription at any time.

3

What happens if a driver misses my scheduled window?

While rare, delays can happen due to severe weather or landfill delays. If a driver is running behind, you will be notified via the app. If we cannot complete the pickup on the scheduled day, we will reschedule you with priority status or offer a full refund.

4

Can I add items to my booking after I've scheduled it?

Yes. You can edit your booking details in the app up to 12 hours before your scheduled window. If you realize you have more items on the day of the pickup, simply show the driver. They will adjust the quote in the app for your approval before starting.

Property Access & Presence

Do i need to be home for junk pickup? Clear access rules ensure a smooth, contact-free experience.

Contact-Free Available

Do I need to be home?

The most frequently asked question about our junk pickup service.

No, you do not need to be home.

As long as your items are placed outside (curbside, driveway, or an accessible side yard) and you have provided clear pickup instructions in the app, our fully insured drivers will handle the rest. We specialize in contact-free pickups for maximum convenience.

Contact-free garbage pickup

Gated Communities & Driveway Access

If your property has a locked gate, you must provide the access code in the webapp's 'Driver Notes' section, or ensure someone is available to open it. If our truck cannot safely back into your driveway, items must be moved to the curb.

Blocked Access Fees

If a driver arrives and cannot access the items, they will attempt to contact you via the webapp. If access cannot be granted within 15 minutes, the pickup will be marked as 'Failed' and a dispatch fee will be charged.

Items, Estimates & Refusals

What we take, what we don't, and how we handle discrepancies between your app estimate and the reality on the ground.

Transparent Pricing, Zero Surprises

Our app provides instant estimates, but the final price is always based on what our driver finds on-site. Here's exactly how it works.

Most Common Question

What if I have more bags than I entered?

No problem! You enter your exact bag count when booking (1-3, 4-6, or 7+ bags). When the driver arrives, they verify the actual bag count and that each bag is under 40 lbs. If you have more bags than booked, or if any bags exceed 40 lbs (which splits into two billable units), the driver updates the bag count in the webapp. You receive the updated price based on the tier (1-3, 4-6, or 7+) and must approve it before loading begins. Simple counting, transparent pricing—no surprises.

Prohibited Items

By law, we cannot transport hazardous materials. This includes wet paint, chemicals, motor oil, asbestos, biological waste, and pressurized tanks (like propane). If these are found in your pile, they will be left behind.

Why might a pickup be refused?

Drivers reserve the right to refuse a pickup if conditions are unsafe or violate our terms. Common reasons include:

  • Presence of hazardous materials or bedbugs
  • Items excessively overweight (e.g., concrete booked as 'household junk')
  • Unsafe access conditions (ice, aggressive pets, unstable structures)
  • Customer refuses to approve updated quote for excess bag count

Heavy Material Limits

Dirt, concrete, roofing shingles, and tile are incredibly heavy. These must be booked under 'Construction Debris' or 'Heavy Loads' categories in the app.

Pricing, Billing & Refunds

Clear rules on how your credit card is charged, cancellation refund garbage pickup policies, and payment security.

Payment at Booking Time

We charge your card immediately when you book. Simple, transparent, and secure—no holds, no surprises after the fact.

When you book: Payment (Visa or PayPal) is processed immediately based on your bag count tier (1-3, 4-6, or 7+ bags). This is your final price unless bag count changes.

  • Charged immediately when booking (no holds or pre-authorizations)
  • Price based on bag count tier: 1-3 bags, 4-6 bags, or 7+ bags
  • Credit or refund issued if we can't complete your pickup
Secure payment processing
🔒 Bank-Level Security

Cancellation & Refund Policy

Plans change. We get it. Here's exactly what happens when you need to cancel your pickup.

100% full refund when you cancel up to 24 hours before your scheduled arrival window.

  • Cancellations within 24 hours incur a $50 dispatch fee
  • Instant credit/refund if pickup can't be completed (hazardous materials, access issues)
  • Cancel anytime directly in the webapp with one tap
Calendar cancellation
⏱️ 24-Hour Window

Bag Count Adjustments

If your actual bag count differs from what you booked, the driver updates the count in the webapp and you approve the new tier pricing before loading begins.

Driver verifies bag count: If you have more bags than booked, or bags exceed 40 lbs (split into 2 billable units), you receive updated pricing based on the new tier.

  • You must approve new price in webapp before loading starts
  • New charge processed for difference between original tier and new tier
  • Simple bag counting—no complex volume or weight calculations
Receipt and billing
💰 Transparent Tiers

Fair Dispute Resolution

We believe in transparency. If something goes wrong, or you disagree with a final charge, we have a clear, documented process to make it right. We rely on app data and driver photos to ensure fairness.

Customer support representative reviewing a case on a tablet
1

Report via the App

If you have an issue with a pickup or a billing discrepancy, open the Bag & Book it app, go to 'My Pickups', select the job, and tap 'Report an Issue'. Do this within 48 hours of the service.

2

Photo & GPS Review

Our support team immediately pulls the driver's GPS logs and the mandatory Before/After photos taken at your property. This objective data helps us understand exactly what happened.

3

Resolution & Outcome

We aim to resolve all disputes within 2 business days. If the driver made an error, or the bag count was miscalculated, we will issue a partial or full refund directly to your original payment method.

4

Chargeback Prevention

Because we document every step with photos and require your in-app approval for price changes, disputes are rare. Please contact us before initiating a bank chargeback, as we can resolve it much faster internally.

Still have questions?

We're here to help. For the fastest response regarding an active booking, please use the in-app chat feature. Our dispatch team monitors it in real-time.

Fastest

In-App Support Chat

Real-time messaging with our dispatch team. Perfect for active bookings, urgent changes, or quick questions.

Phone

Call (905) 856-7949

Phone support available Mon-Sat, 8am - 6pm EST. Speak directly with our customer service team.

Email

support@bagandbookit.ca

For detailed inquiries, billing questions, or non-urgent matters. We respond within 24 hours.

Send us a message

Fill out the form below and we'll get back to you as soon as possible.

Ready to clear the clutter?

Visit the Bag & Book it webapp today at app.bagandbookit.ca. Get instant bag-tier pricing, book your pickup, and track your driver—all from your browser.

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Serving residential and commercial clients across Ontario.