ACI Castro Valley Sanitary District (CVSan) General Information, Terms and Conditions:

 

QUARTERLY BILLING INFORMATION (Single-family customers) – Terms are net 30. Invoices become past due 30 days after the due date. Invoices are delinquent when more than 45 days past due and may be assessed a one-and one-half percent (1.5%) late fee per month. There will be a service charge if your check is returned from the bank. Rejected “auto-pays” will also be subject to a service charge.

 

MONTHLY BILLING INFORMATION (Multi-family complexes and commercial – Terms are net payable upon receipt. Invoices become past due after the service period has been completed. Invoices are delinquent when more than 45 days past due and may be assessed a one-and one-half percent (1.5%) late fee per month. There will be a service charge if your check is returned from the bank. Rejected “auto-pays” will also be subject to a service charge.

 

BILLING DISPUTES – Billing disputes must be reported to ACI’s Customer Service Department within 30-days of receiving this invoice. If we are not contacted within 30-days, all charges will be assumed accurate.

 

COLLECTION POLICY – Per the Franchise Agreement with Castro Valley Sanitary District, if an account becomes more than one hundred twenty (120) calendar days past due, ACI shall provide notice to the Customer, via written correspondence with a copy to the District Contract Manager that the unpaid amount will be subject to a special assessment on the Alameda County tax roll, and subject to a fifty dollar ($50) administrative fee.

 

RATE ADJUSTMENTS – Rates are subject to change. The rate review process is outlined in the Franchise Agreement between ACI and Castro Valley Sanitary District. Rate adjustments most often occur on July 1 of each year.

 

SERVICE CANCELLATIONS – A completed Stop Service Form is required to cancel service. The Form can be dropped off at our office or sent by mail, email, or fax. Verbal cancellations will not be accept­ed. Cancellations will not be made retroactively. It is the customer’s responsibility to end services with Alameda County Industries. All services are due and payable until a completed Stop Service Form has been submitted. Forms are available on our web site or at our office.

 

SERVICE MODIFICATIONS – Requests to increase or decrease service must be made in writing and submitted in person or by mail, email, or fax. Verbal requests will not be accepted. All changes will be assigned a confirmation number upon completion and this will be communi­cated to the customer. It is the customer’s responsibility to ensure that their request was received and processed. Service level changes (increase/decrease in container size) in excess of once per 12-month period will be charged a fee (see rates on website).

 

TRANSFERRED CHARGES – If service is transferred from one property to another and the final bill remains unpaid after the due date, any outstanding balance and/or deposit will be transferred to the new account.

 

MANDATORY RECYCLING – Alameda County’s Mandatory Recycling Ordinance requires recycling & composting! Businesses and some Multi-Family sites must sort recyclables and organics from the

garbage. Learn more by visiting RecyclingRulesAC.org or AlamedaCountyIndustries.com and click on the Mandatory Recycling Ordinance Quick Link.

 

PLEASE NOTE:

  • The property owner is ultimately responsible for any charges on account.
  • Prorated service will be calculated daily.
  • Service/billing inquiries should not be sent with your payment. Please send in a separate envelope or via email.
  • Missed pick-ups need to be reported within 24-hours so that we can confirm the miss and make amends.
  • Next day service requests must be phoned in or emailed by 2:00 pm the day before.
  • Debris box service requests should be made at least 48-hours before service is to be performed.
  • Customers are responsible for extraordinary damage to their collection containers. This excludes normal wear and tear.

 

HOLIDAY SCHEDULE – ACI observes the Thanksgiving, Christmas and New Year’s Day holidays. When these holidays fall on a weekday, service on weekdays preceding the holiday is unaffected. Custom­ers whose regular service day falls on or after the holiday will receive service one day late.

 

PROHIBITED ITEMS – Carts/containers that are too heavy to safely pick up will not be serviced. Customer is responsible for not exceed­ing manufacturer weight limits and not placing prohibited items inside. Prohibited items include but are not limited to tires, pesticides, fertilizers, cleaners, solvents, paint, fluorescent lamps, medical waste, batteries, electronics and automotive fluids. Contact ACI or visit

www.StopWaste.org/hhw for information on proper disposal of hazardous waste.

 

  • If a cart/container cannot be serviced due to excessive weight, the customer is responsible for correcting the load. Special containers are available for dirt, rock, concrete, and other exceptionally heavy materials commonly used in construction, demolition and landscaping.

 

  • Recycling containers must remain free of non-recyclable waste. It is the responsibility of the customer to remove all non-recyclable waste before service. If the customer requests the blue recycling container to be emptied as garbage the applicable garbage rate will apply.

 

For any additional questions, or to ask about current rates and fees, please contact us here.

 

ACI CVSAN REV 2_2021