Last Updated 2022-05-16 version 3.0
Our Approach
GoZERO’s service and operational approach is to love Jesus with everything we’ve got and to love our neighbors as we would like to be loved. To that end It is always GoZERO’s intention to provide more than ample time, dialogue, documentation, service, and support – providing "if this then that" communications in writing when needed, and making sure all services and actions are as expected, understood, and build toward an exceptional experience that is second to none.
Food Waste to Composting Service Terms
Open Ended Routine Rollout Cart Based Service Definition
GoZERO Services at its sole discretion arranges and agrees to place its food waste collection containers and related property to be used in connection with collecting compostable items such as food waste and green waste by persons at said location. Then as per terms arranged and agreed upon GoZERO will collect the compostable material.
Containers may be swapped rather than emptied as needed, cart style containers will typically be lined with a compostable bag in order to keep the process tidy. Container washing will occur as needed, weather permitting complementary without guarantee or warranty as part of service. Utilization data including but not limited to gallons collected, pounds collected, and non-compostable contamination information will be collected and shared with service location contacts complementary. A failure to line, wash, or document service does not constitute a missed service. Failure to collect compostables at GoZERO’s fault does constitute a missed service.
Routine service is typically scheduled 7AM to 7PM, twice weekly, weekly, every other week, or in special cases every four weeks. Container count is limited based on service frequency. Service times may be changed due to holidays or operational needs. It is GoZERO’s intent to over communicate any significant change in service in order to avoid any unexpected surprises.
Containers and equipment are to be passively accessible without time constraint. If a service location is not able to make containers passively accessible without time constraint, it is that location’s responsibility to assist GoZERO in accessing containers. Missed service despite GoZERO’s presence due to limited access or time constraint does not constitute a missed service. Per service location, containers must be accessible all within one immediate area, i.e. with a 20 foot radius, except in the case of a campus style service agreement.
Issue Management & Additional Incidental Charges
Service issues such as but not limited to non-compostable contamination, over filling, under filling, vectors (i.e. pests, odors, leachate, & litter), and equipment damage or loss will all be addressed as proactively as possible when either a concern is raised by GoZERO as part of the service visit or a location contact reaches out to GoZERO.
In the interest of maintaining a successful and thriving composting program onsite corrective actions will be taken by GoZERO whenever it is within GoZERO’s ability or responsibility to do so. At the same time, there are many instances where the action needed goes beyond what GoZERO is able to do as a service provider. In those instances recommendations and requests will be offered to the location contact regarding best practices for addressing a given issue, but the resolution of the issue and success of the program lies with the location contact. It is GoZERO’s intent to always over communicate any significant issues which may impact services and to do everything possible to make sure there are no surprises along the way.
Contamination
Contamination is anything put into GoZERO’s containers that is not compostable. Generally, if it grows it goes. However, when in doubt, don't include it. See our acceptable and prohibited items listings. We work hard to make our compost be as trash free as possible. When the containers are “contaminated” it makes that process much more difficult and sometimes impossible. Food waste composting equipment and markets are still developing in their ability to manage contaminates. Once contaminates are introduced into the food waste stream there is no effective way to remove them. In order to sustainably maintain food waste composting, contamination must be kept to a minimum. Simply put, “Only you can prevent trashy compost!”
The following steps will take place if problematice contamination is found in food waste containers when serviced.
If problematic contamination is in GoZERO’s containers as part of a service visit, it will be documented using pictures, our standardized contamination scale, and general notes in order to communicate with the location contact and aid course correction.
If a contamination issue occurs for the second time, the documentation and communication process will be repeated in order to let the location contact know the issue hasn’t been resolved. Additionally, GoZERO may let the location contact know that if a contamination issue occurs again, an additional fee may be assessed in order to address the cost of sorting out contamination or contaminated containers may not be serviced at the customer’s expense.
The third instance of a contamination issue in the context of an ongoing issue where communication and documentation have been clear will result in additional charges. If contamination continues and attempts to correct the issue are inadequate, service will be stopped and containers will be removed at customer’s expense.
It is always GoZERO’s intention to provide more than ample dialogue, documentation, and support, providing "if this then that" communications writing, and making sure corrective fees and actions are expected and understood if it ever comes to that.
At GoZERO’s discretion, if food waste is deemed too contaminated prior to servicing a container, GoZERO reserves the right to not service a container at the customer’s expense and to suspend services to that container until contamination is cleared by the customer, providing no credit for the container not being serviced.
In cases where food waste is serviced and contamination is found after food waste has been collected GoZERO reserves the right to charge contamination fees at its discretion.
Over or Under Filling
Overfilling containers presents problems with route and labor planning as well as pest, odor, leachate, and litter issues. If over filling becomes an issue GoZERO will document and communicate, typically recommending additional service. If utilization is not reduced or service increased, and especially if related issues surface, corrective action will be taken.
GoZERO may also document and report under-filling of containers because low or no volumes of material in containers typically indicates there is a problem onsite with the composting program. Many times GoZERO is able to help alert program leadership of issues before they are discovered in house.
Messes
It is always GoZERO’s goal to leave service areas as clean or cleaner than it was when we arrive and to leave no trace we were even there beyond containers having been serviced. Insidental off spray from washing the outsides of containers does sometimes remain, and incidental spills do sometimes happen. However, trucks are equipped with a broom, shovel, and pressure washer in order to make sure no food waste residue spilled during servicing remains. Additionally all wash water used in washing the inside of containers is loaded into the truck. At the same time GoZERO is not responsible for keeping service areas clear of others’ messes.
GoZERO drivers report when service areas are inaccessible, untidy, or otherwise encumbered to a degree that the food waste composting program could be at risk of regulatory or public scrutiny, and customers are invited to share if ever such a concern should arise relating to service.
Vectors: Pests, Odors, Leachate, & Litter
GoZERO maintains an extremely high success rate avoiding pest, odor, leachate, and litter issues by providing water tight and lidded containers which keep compostable material, liquids, and odors in while keeping pests like insects and rodents out.
Keeping lids closed and containers away from structures, brush, or throughways that could result in animal or passerby tampering is a strongly recommended best practice. Pest and odor issues can typically be managed down to non-issue levels using best practices. Latches or straps are not provided but may be used if desired. Locks are strongly discouraged and service failure due to locked containers is not the fault of GoZERO.
If vector issues arise GoZERO will work with location contacts in order to resolve any problem.
Equipment Damage or Loss
GoZERO plans for normal equipment wear and tear and will repair or replace containers and equipment which is damaged or worn to a degree where its ability to perform adequately is compromised. However, if damage or loss occurs as a result of obvious customer negligence at its sole discretion GoZERO reserves the right to assess fees to customers for damaged or lost equipment.
Data Management
GoZERO provides routine customers with access to data collected per service location complimentary without guarantees or warranties of availability or accuracy.
Service Changes & Termination
GoZERO prides itself on not requiring long term contracts. Adding or removing containers, adding or removing service visits, adding or removing service locations, adding or removing deliveries, pausing service, or even canceling can all be done at any time in writing with notice of 10 business days or greater. Changes may also be available with less notice however are not guaranteed. Fees may apply depending on the type of change.
Billing & Payment Terms
Introductory Invoices & Setup Fees
Upon approving an annualized service estimate, completing an account setup application, job location application, and any other internal requirements a customer may have such as certifying insurance coverage or other vendor terms – an introductory invoice will be provided for any necessary setup fees and initial container delivery. The introductory invoice is non-refundable.
Upon verifying in writing that the initial invoice has been submitted for remittance, container delivery and service can be scheduled. Initial payment does not need to be received before delivery and service can be scheduled. The goal is to make sure everything that is needed for successfully receiving payment is in place before starting service.
Invoicing Methods
Monthly GoZERO will send each customer account an invoice electronically for services provided in the previous month.
Payment Methods
Checks and credit cards are accepted. Bank to bank electronic ACH payments are preferred.
Terms & Delinquency
Prompt payment of invoices due upon receipt is appreciated. GoZERO at its sole discretion may extend alternate terms, and does expect timely payment regardless. Late payment and alternate terms may result in additional fees. It is always GoZERO’s intention to provide more than ample dialogue, documentation, and support, providing "if this then that" communications writing, and making sure corrective fees and actions are expected and understood if it ever comes to that.
The following steps will take place if an invoice goes beyond the payment terms or is overdue.
>30 Days Past Due – GoZERO will communicate regarding the past due invoice and when payment can be expected.
>60 Days Past Due – GoZERO will communicate payment has not been received and if the invoice reaches 90 days past due, services may be paused.
>90 Days Past Due – Service will be paused until payment is received. GoZERO will communicate that service will continue to be paused, and if payment is not received by 120 days past due, containers may be removed.
>120 Days Past Due – Containers will be removed and GoZERO may seek additional support in order to receive payment.
Disputes
GoZERO maintains a significant amount of agreement terms and service data in part to avoid discrepancies or confusion regarding what services have been provided under what terms. If there is ever a dispute regarding services or terms GoZERO will make every effort to accommodate and serve in good faith with the goal of being the type of exemplary organization everyone can be proud of and want to see succeed.