Convenience Fees

Why is this convenience fee being charged?

Our commitment is to provide customers with the highest level of service possible.  This includes our online Customer Payment Portal, which is powered by KUBRA, who is an industry leader in providing a service that is safe, secure, and easy to use. The Customer Payment Portal provides customers with a differentiating service to be able to view bill documents and payment history, manage account contact information and communication preferences, as well as sign up for convenient autopay with different ways to pay. All payments are processed by KUBRA as a third-party payment provider.

The convenience fee is intended to offset a portion of costs associated with third-party payment processing costs for credit card and debit card transactions. 

There is an option available to avoid paying a convenience fee.              

What is the convenience fee amount?

KUBRA will charge a convenience fee of 3.00% per transaction with a minimum fee of $1.50 per transaction.

How do customers not pay a convenience fee?

Customers who rely on a bank account to make their payment will not pay a convenience fee. A customer with an established KUBRA profile using a credit or debit card to pay for services can update their payment method to a bank account following these steps:

1.    Log into your account profile at https://mycasella.idoxs.net
2.    Select Wallet in the upper right corner of your screen
3.    Select Add
4.    Select Bank Account
5.    Enter your Bank information and select Save
6.    Select AutoPay and select Edit 
7.    Select the Pay drop down with new wallet bank account info and select Save 

Paying by bank account is a secure, widely used payment method that moves funds through secure banking networks. Safeguards are in place to protect your payment information and keep transactions secure.

Will this apply to debit cards as well?

This will apply to debit cards as well as credit cards, however, debit card transactions may be subject to different rules depending on network and applicable law.

Will this apply if customers are set for Autopay?

This will apply to all credit and debit card transactions, whether using a card to make a one-time payment or a recurring payment associated with convenient autopay.

Will customers need to re-enroll in KUBRA or modify their KUBRA profile?

Customers will not need to make any changes to their profile in the Customer Payment Portal.

Will the convenience fee show up on the monthly bill from Casella?

As the convenience fee is a separate charge processed by KUBRA, it will not be reflected on a customer’s bill document or in any account history with Casella. The convenience fee will be reflected on the payment receipt that is provided by KUBRA after a payment transaction is completed.

Will there be any change in rates charged for waste services provided?

There will be no rate changes for waste services provided associated with the convenience fee. 

Is the convenience fee different from a paper bill fee?

The convenience fee is different from a paper bill fee.  Certain markets are charged a fee for receiving a paper bill, and we do encourage customers to sign up for paperless delivery as this aligns with our sustainability goals.  The convenience fee will apply regardless of bill receipt preference.

Is the convenience fee refundable?

Convenience fees are generally non-refundable except where required by law or in the case of a billing error.     

Is the convenience fee charged to all customers of Casella?

Certain jurisdictions may restrict or prohibit convenience fees. Convenience fees will not be applied where prohibited by law or as excepted by contract terms. For instance, customers receiving service in the states of Connecticut and Maine will be exempt from paying the convenience fee. Convenience fees are assessed in accordance with applicable laws, regulations, and card network rules, which may change from time to time.