Safety comes first.
Service you can follow.
These general standards apply to Velt doorstep collection and to the service information shown on our website, portal, and mobile app. Your community supplies its specific collection instructions.
Prepare waste for collection
Use a bag that holds its contents, tie it securely, and check for leaks or tears. Follow your community's rules for the set-out time, container, placement, and bag limit. Keep doorways, stairs, and accessible walkways clear. If a bag leaks or breaks, re-bag it before placing it out. Your community's instructions control where they differ from this general guide.
Items that need another disposal method
Do not set out loose sharps or needles, chemicals, paint, fuel, lithium batteries, electronics, medical waste, construction debris, free liquids, or any item that could injure a person or damage equipment for regular doorstep pickup. Ask your property team about its approved disposal options. Large items require a separate request and Velt's acceptance before collection. Velt may decline an item that cannot be handled safely or lawfully.
How Velt handles a safety concern
Our team records blocked access, leaking or unsafe waste, spills, and disposal-area problems in the service record and notifies the appropriate Velt contact. A team member may leave an unsafe item in place while Velt and the property determine a safe next step. Velt cleans up spills its team causes during service under the property's service agreement. Residents should not handle unknown or sharp items; report them to the property team or Velt.
Severe weather and interrupted service
Lightning, flooding, unsafe access, an unusable disposal area, or other hazards may require Velt to pause or change a route. We record the interruption and work with the property team on a service update and the next safe collection plan. If you receive a pause notice, keep waste inside until your community gives new instructions. App and browser alerts depend on device settings and network delivery, so also check the portal or your property's notices.
Service photos and resident privacy
Depending on the service setup, Velt may photograph doorways, bags or containers, shared spaces, spills, set-out concerns, and a return pickup before or after work. Photos help review service; they are not a reason to photograph people, apartment interiors, access codes, or license plates intentionally. Authorized Velt and property staff see service records for their work. Sponsors do not receive service photos or resident reports. See our Privacy Policy for access and retention details.
Questions, notices, and missed pickups
A set-out concern is documented so the property and resident can understand what needs correction. Velt does not issue property fines. If you believe a properly prepared pickup was missed, report it through the resident portal or your property team as soon as possible. Velt reviews the route record and arranges a return under the property's service agreement when service conditions allow. The portal shows the report's status; an alert alone does not confirm that collection occurred.
Tell us about a safety concern
For an immediate danger, follow your property's emergency procedure or call local emergency services. For a service or photo concern, use the resident portal or email info@veltliving.com. The Terms of Use and Privacy Policy apply to the Velt website, portal, and mobile app.