One Way Policies


New Residential Customer Policies

Dear Valued Customer,

Thank you for choosing One Way, Inc. for your disposal needs. As a locally owned small family business, One Way understands the importance of individualized attention and customer relationships. We are confident that you will be very satisfied with the services that we offer.

As your disposal needs change, we will be happy to help you re-evaluate your account to find the best options to fit your situation.

The information enclosed will help you make the most of our services. If you have questions, please contact customer service at 303-823-0556.

Again, thank you for choosing One Way, Inc.

GENERAL POLICIES

Collection Time: Please have material out for collection and free of obstruction no later than 8:00 A.M on your service day. If access is blocked, your account will still be charged for service.

Service Limit: Service limit is the amount of material we will collect for no additional charge. To find out what your service limit is, please refer to your invoice sent from One Way, Inc. or you may contact customer service.

Regular Collection Schedule: Collection occurs weekly. Service is not guaranteed; collection is contingent on weather and road conditions. Our staff will collect where your drive meets the main road or in the alley behind your home. Access off of the main road or to private property requires an additional paid driveway service. Please have material out for collection no later than 8:00 A.M. Credit is not issued if material is not out or inaccessible.

Irregular Collection Schedule: Collection occurs on a pre-determined schedule. We cannot guarantee same-day service; we require notice of at least one business day in advance. Collections scheduled off of your regular route day will incur an off route fee.

Special Collections: Arrangements can be made for collection of large loads or certain bulky items. Please contact our office to schedule special collections.

Containers: Containers are provided and or available for rent in designated areas only. We will service any type of personal container and or enclosure. Customers are liable for property of One Way, Inc. that is damaged, lost, stolen or not returned upon service cancellation.

Terms of Service: Customers and One Way, Inc. reserve the right to cancel service at any time. One Way, Inc. reserves the right to recover company property at any time. Customers are liable for all charges associated with the account until notification of service cancellation is received and all company property is returned to One Way, Inc.

Alternative Billing & Payment Options: We offer paperless billing to your e-mail address as well as automatic payment by means of a debit card, credit card or electronic check. Pay online at www.billandpay.com/go/onewaytrash.

Credits: Credit is issued with advance notice of at least one business day. Credit is recognized for service holds of two consecutive weeks or longer. The credit policy is not to be used to receive irregular service at the weekly rate. Customers must receive a minimum of two collections per month to maintain weekly service rates. We will notify you of missed collections due to equipment failure or landfill closures and your collection will be rescheduled. Notification will not be issued if weather or road conditions are the problem. You are responsible for all charges associated with your account until notice of service cancellation is received and all company property is returned.

Due Date: We begin service as a courtesy, but expect payment in full within 15 days. If payment is not received within the grace period and rebilling is necessary, your account will be charged a rebilling fee. If payment is not received service will be interrupted and an interruption fee will be assessed to the account. Delinquent accounts will be charged an interest fee and may be turned over to a third party collection agency.

Holiday Schedule: We run routes on all holidays except THANKSGIVING DAY, CHRISTMAS DAY and NEW YEAR’S DAY. Our routes on those holidays and the subsequent days of that week will be completed one day late. Friday collections will be rescheduled for Saturday.

Services that Incur Extra Fees: Volumes exceeding your current limit, including items outside of your container; heavy or overloaded containers; restricted items; non compactable material; loose material; bulky items, such as construction debris, furniture, appliances, carpet or pad, etc.; returning to collect material that was not out on time or not accessible.

Contaminated Recycling/Compost: If you subscribe to recycle or compost services, please review the guidelines for acceptable material. To protect our loads, we cannot accept contaminated material. If material contains contaminates then the entire load will be collected as garbage. If the material is taken as garbage due to contamination, then additional fees will apply if the collection exceeds your weekly trash limit.

Restricted Items: The following items are restricted:
NO ashes.
NO car batteries, paints, chemicals, explosives, tires or other items banned by the landfill.
NO electronics associated with (but not limited to) televisions, computers or gaming consoles.
NO refrigerators, freezers, air conditioners or any other object that contains Freon.
NO hazardous material, mercury-containing devices, medical waste, syringes & lancets
NO non-compactable material. Such as, but not limited to:
Animal manure, Auto Parts, Bricks, Concrete, Construction Debris, Demolition Debris, Dirt, compacted grass, gypsum board/ drywall, metal containers/ drums/ posts/ scrap, un-broken down pallets, compacted pine needles, plywood, railroad ties, rock, sand, shingles, sod, tile, wood/ 2×4’s/ stumps, etc.

If any of the above listed are found in your refuse, you will be held liable for any additional fees. One Way holds the right to cancel service if restricted material is found inside the container.

Sincerely,
One Way, Inc.
(303) 823-0556

One Way Disposal Inclement Weather Policy Reminder

Missed Service: We will only issue notice of missed collections via telephone due to equipment failure or landfill closures. Notification via telephone will not be issued if weather or road conditions have prohibited our ability to complete a route. For all other service misses, please contact customer service immediately. If notice is not received within 5 business days after the service date in question, the account will not be eligible for correction.

We understand the inconvenience of not having refuse collected, especially during bad weather, but ultimately safety must come first. If weather poses a threat to our employees, bystanders, surroundings, etc. it must be understood by everyone affected that we will not complete the route & we will issue a double limit for the following week. Living in rural areas with steep inclines, heavier snowfall, & icier conditions comes with its inconveniences. Missed refuse services due to safety concerns fits in that category. Refuse trucks weigh between 18-20 tons (empty), the average UPS truck is 5 tons (full), the average personal vehicle weighs 1-2 tons, & a school bus weighs 12.5 tons. Having a heavier vehicle means more friction but it also means more inertia to break that friction. In turn, our trucks will lose traction faster than the school bus & it will not stop if on an incline. All trucks are equipped with chains & meaty snow tires but in many cases, even the chains will not create enough traction to keep our trucks from sliding around. We’ve had trucks slide off sides of mountains, slide straight through houses, as well as right into trees in a flat parking lot going less than 5mph. The fact of the matter is inclement weather & our trucks do not mix well at all. At the end of the day, lives are more important & we must make decisions to keep our employees as well as everyone around us safe. We appreciate everyone’s understanding in the matter & we hope to finish the season out in a smooth manner.

If you’d like to receive service alerts via email, please provide a valid email address to place on file. You can opt for paperless billing as well; just make sure you clarify your preferences (paperless billing & alerts or alerts only). Emails submitted without preferences noted will be automatically placed on paperless billing.

Please email your reply to customersupport@onewaytrash.com