Terms of
Service

Ensuring Safe & Easy Access:
We want to provide you with the best possible service, and having a clear, accessible path to your garden helps us do just that! Please ensure our team can safely enter and exit your garden on service days.
If we are unable to access your garden due to locked gates, obstructions, or other restrictions, you will still be charged for the visit. While we don’t offer refunds or credits for missed services beyond our control, we will resume service on your next scheduled visit at no extra cost.

Aggressive Dogs:
Safety is our top priority—for both our team and your pets. If your dog has aggressive tendencies, please notify our office in advance.
For everyone's safety:
•    Aggressive dogs must stay indoors during our visit.
•    If an aggressive dog is left outside and poses a risk, we will skip the service and resume at your next scheduled visit at no extra cost.
Your cooperation helps us ensure a smooth and safe experience!

Service Hours & Scheduling:
•    We currently operate Saturday-Sunday, 9 AM–5 PM.
•    You don’t need to be home for service as long as we have garden access and confirmation of your dog's temperament.
•    We don’t schedule exact appointment times, as our routes may change weekly. Thanks for your flexibility!

Locked Gates & Access:
To avoid missed service:
•    Unlock gates by 8 AM on your service day.
•    If you use a lock, we suggest a combination lock or a secure "hide-a-key" option.
•    Please provide lock details in writing or by phone so we can update your account.
If we can’t access your garden due to a locked gate, you will be charged for the attempted visit. Keeping us informed of any access changes ensures a smooth and uninterrupted service!

Community Gate Codes:
If your community has a gated entry, please provide us with the current gate code and update our office by phone or email if it changes. Our field technicians cannot make updates to your account or access gate code information, so it’s important to communicate any changes directly with our office staff.
Keeping your gate code up to date ensures a smooth service without interruptions!

Garden Challenges: Snow, Leaves, Debris, & Overgrown Grass:
We know yard maintenance can be tough, especially with changing seasons, fallen leaves, or tall grass. While we do our best to locate and remove all dog waste, these conditions can sometimes make it difficult.
Here’s what you should know:
•    We do not offer refunds for any waste that may be missed due to leaves, debris, or overgrown grass.
•    If excessive debris or tall grass prevents us from servicing your garden, we may need to skip that week's service and resume on your next scheduled visit.
A well-maintained garden helps us provide the most thorough cleanup possible. We appreciate your help in keeping things accessible!

Poop and Scoop Crew Tracking:
For your peace of mind, all Poop and Scoop service vehicles are equipped with GPS tracking. This allows us to confirm service completion and maintain a high level of reliability.
With GPS tracking, we can:
✔️ Ensure our technicians stay on schedule.
✔️ Verify service completion in real time.
✔️ Provide accurate customer support if needed.
We’re committed to delivering dependable, on-time service every visit!

"On Our Way" Text Notifications:
To keep you in the loop, you’ll automatically receive a text notification when our team is on the way to your location. It’s a simple way to stay informed about your service!
⚠ Please note: While we strive to send every notification, text messages are handled by a third-party service, and occasional transmission issues may occur. If you ever miss a text, please check with your service carrier to ensure our messages aren’t being blocked or marked as spam.
We appreciate your understanding and look forward to providing you with seamless service!

Number of Pets:
If the number of dogs in your household changes, please notify us immediately and pay any associated balance. Our field technicians will verify the number of dogs listed on your account and report any significant increases in waste to management for review.
To avoid unexpected charges, please keep us updated on the number of dogs we’re servicing. We appreciate your honesty in helping us provide fair and accurate service!

Holidays (No Service):
We take time off on the following holidays:
❌ All Bank Holiday
❌ Christmas Eve & Christmas Day 
❌ New Years Day
Our hardworking team deserves a well-earned break to spend time with their families. We appreciate your understanding!
Important:
•    No refunds are issued for missed service due to holidays.
•    Skipped services result in double waste accumulation for the next visit.
•    Our technicians will ensure a thorough cleanup when we return after the holiday.
Thank you for your support in observing these holiday closures!

Reporting Changes to Your Account:
For any updates to your service (including cancellations, special requests, or account changes), please contact our office by phone or email.
📌 Important Reminders:
•    Field technicians cannot update your account or process cancellations.
•    Text messages and social media messages are not actively monitored for account updates.
Reaching out to our office directly ensures that we can quickly process any changes!

Service Areas:
We primarily provide back garden cleanup services. If you need additional areas cleaned (such as a front garden), please request changes through our office (not your technician). Additional charges may apply.
Let us know if you’d like to expand your service area so we can accommodate your needs!

Service Schedule & Adjustments:
To keep our pricing affordable, we cannot guarantee specific service days or times. Our schedule may vary each week based on factors like route growth and time spent at other properties.
📝 If your service day changes, we’ll notify you in writing by email.
We appreciate your flexibility as we optimize our routes to ensure efficient, high-quality service for all customers!

Lawn Service Conflicts:
If your lawn service conflicts with our visit, we cannot adjust our schedule to accommodate. Our routes are carefully planned for efficiency, and adjusting for individual lawn services would disrupt our operations.
If possible, try to schedule lawn care on a different day to ensure we can provide a thorough cleanup!

Paused Service:
We understand that there may be times when your pet isn’t using the yard, such as during vacations or illness. To help you avoid unnecessary charges, we offer a Paused Service policy.
📌 How It Works:
1️. Advance Notice: Please let us know at least 48 hours in advance if you need to pause or suspend service. This helps us adjust our schedule and avoid unnecessary visits. Just call or email our office to make a request.
2️. Excessive Pauses: While occasional pauses are fine, frequent or prolonged suspensions may impact your account. If needed, we may apply processing fees or cancel your service.
We appreciate open communication and are happy to work with you to accommodate short-term pauses!

Waste Removal Policy:
Our waste removal guidelines apply to weekly, fortnightly and monthly service customers and one-time cleanups.
✅ Weekly, fortnightly and monthly Service Customers: All waste collected during our regular visits will be removed at no additional charge.
✅ One-Time Cleanup Customers: We’ll remove up to one 20 Ltr bucket of waste as part of the service. If more waste needs to be removed, an additional fee will apply.
If you have any concerns about waste volume, feel free to reach out, and we’ll be happy to discuss your options!

Gates & Latches:
For the safety of your pets and property, please ensure your gate and latch are secure and in good working condition before and after service.
⚠️ Important: We cannot be held responsible for any issues caused by faulty, broken, or damaged gates or latches. This includes instances where dogs escape due to an unsecured fence.
Please take a moment to check your gate after each visit to ensure everything is secure!

Refunds & Satisfaction Guarantee:
We want you to be completely happy with our service! Here’s how our 100% Satisfaction Guarantee works:
✔️ Regular Weekly Fortnightly and Monthly Service: If we missed a spot, let us know immediately with a photo and location, and we’ll do our best to return for a re-scoop. If a re-scoop isn’t possible before your next visit, you’ll receive a full refund for that week’s service.
❌ Initial & One-Time Cleanups: Refunds do not apply to these services, as they are designed for thorough, one-time cleanups within a set time limit.
📅 Prompt Reporting: Please report any issues on the same day of service so we can correct them right away. Refunds cannot be issued for complaints reported after the service day.
💰 Refund Limits: Refunds will not exceed the cost of one week of regular service.
We do not offer refunds or credits for skipped or canceled services due to circumstances beyond our control. If we attempt a visit and cannot complete the service (e.g., due to a locked gate), you will still be charged. However, we will catch up on your next scheduled visit at no extra cost.
Our goal is to provide fair, reliable, and top-quality service. If you ever have concerns, just reach out—we’re happy to help!

No Access: Inclement Weather, or Road Blockages:
At Poop and Scoop, safety is our top priority. While we strive to provide reliable service, certain conditions may cause unavoidable delays or cancellations.
🚨 Service Disruptions May Occur Due To:
✔️ Severe Weather: Heavy snow, ice, high winds, thunderstorms, or heavy rain may prevent safe service.
✔️ Road Construction or Blockages: If we cannot access your property due to road closures, we’ll notify you and catch up your service the following week.
📢 What Happens If Service Is Delayed?
✅ We’ll Notify You: If service is postponed or canceled, we will send updates via email or text.
✅ Catch-Up Service: If a service is skipped due to access issues, we will resume on your next scheduled visit at no extra charge.
❌ No Refunds: Because delayed service leads to extra waste accumulation, refunds are not provided for weather-related disruptions.
Your understanding and cooperation help us keep our team safe while ensuring the best service possible!

Balances Due & Late Payments:
To keep our operations running smoothly, we kindly ask all clients to pay balances on time.
💳 Payment Policy:
📅 Late Fee: A £20 late fee may be applied if payment is not received within 10 days of the due date.
📅 Collections: If a balance remains unpaid for 30 days, it may be sent to collections.
We understand that unexpected situations can arise. If you’re experiencing difficulties with your payment, please contact us as soon as possible—we’re happy to work with you!

Damages & Liability:
We take every precaution to protect your pets and property, but we want to clarify our liability policies.
🔹 Our Commitment: Our team is trained to work with care and professionalism.
🔹 Limited Liability: Poop and Scoop is not responsible for damages to yards, gates, pets, or property due to the natural course of service.
🔹 Normal Wear & Tear: Over time, foot traffic from routine visits may naturally impact grass, gates, or other structures—this is not considered negligence.
🔹 Reporting Issues: If you notice any concerns, please inform us immediately so we can work toward a resolution.
We appreciate your trust and understanding as we provide quality service while respecting your property!

Fees & Rates:
At Poop and Scoop, we are committed to offering fair and competitive pricing while maintaining the highest level of service. Please review our fee and rate policies below:
Pricing & Rate Adjustments
£ Subject to Change: Our service rates may be adjusted periodically based on operational costs, market conditions, and other relevant factors.
📢 Advance Notification: If a price change is necessary, we will notify you at least 15 days in advance via the email on file.
✅ Your Consent: By continuing service after receiving a pricing update, you agree to the revised rates. If you do not wish to continue, you may cancel in writing by email before the new rates take effect.

Initial & One-Time Clean-Up Fees:
For transparency, here’s what you need to know about our Initial & One-Time Clean-Up Services:
📌 Accurate Waste Assessment: When scheduling, please provide an honest estimate of the waste amount so we can allocate the necessary time and resources.
📌 Additional Clean-Up Fees: If our technicians determine the waste is greater than reported, an additional charge may be applied. If extra cleaning time is required (up to 30 minutes), the additional fee will be automatically charged.
📌 Excessive Waste Policy: If the waste amount is significantly beyond what was communicated, we reserve the right to cancel the service. If this occurs, a refund will be issued minus a £75 service call fee.

Automatic Payment Policy (Autopay):
To ensure seamless and hassle-free payments, all customers are required to enroll in Autopay through our secure Client Hub.
🔹 How Autopay Works:
✔️ Automatic Enrollment: When you sign up for weekly service, you will be automatically enrolled in our monthly Autopay system.
✔️ Billing Cycle: Payments will be automatically processed on the last day of each month, covering that month’s completed services.
✔️ Accepted Payment Methods: We only accept electronic payments via our customer management system. We do not accept cash, checks, CODs, or third-party payment apps.
✔️ Secure & Reliable: Your payment information is securely stored for recurring payments, ensuring prompt and uninterrupted service.
🔹 Payment Receipts & Account Management
📧 Receipt Confirmation: After each successful payment, a receipt will be emailed to the primary account holder.
⚠️ Updating Payment Info: It is the customer’s responsibility to keep payment details current to avoid service interruptions.
Our Autopay system is designed for your convenience and security, making payments stress-free!

Promotions:
At Poop and Scoop, we love rewarding our customers with special promotions! However, please note the following guidelines regarding promotional offers:
🔹 No Combination of Promotions: Promotions cannot be combined with any other discounts, offers, or promotions. Each promotion is designed to be used individually.
🔹 Eligibility Requirements:
✔️ New Customers – First-time users of our service.
✔️ Returning Customers – Customers who have not used our services for at least 12 consecutive months.
We encourage eligible customers to take advantage of our promotional offers and experience the benefits of our professional pet waste removal services!

Termination of Services:
We understand that circumstances may arise where either party needs to end the service. To ensure a smooth and efficient termination process, please follow the guidelines below:
1. Providing Notice of Termination
📩 Written Notice Required: If you wish to cancel your service, please notify us in writing via email.
📋 Include the following details:
✔️ Your name and account details
✔️ The effective date of termination
This will help us process your request promptly and avoid any unnecessary charges.
2. Outstanding Balances & Final Payment
💳 Final Payment Processing: Once your account is closed, our system will automatically process the final payment for services completed during the last month of service.
💰 Unpaid Balances: Any remaining balance must be settled immediately to ensure a smooth transition.
By initiating service, both parties agree to the terms outlined above.

Terms of Service Updates:
📌 We strive to keep our Terms of Service up to date to reflect changes in our policies, pricing, or business operations.
📢 Notification of Changes: While we will make every effort to notify you of significant updates via email or other appropriate means, it is your responsibility to periodically review our Terms of Service.
✅ Continued Use = Acceptance: If you continue using our services after an update, this indicates your acceptance of the revised terms.
If you have any questions or concerns about our policies, please don’t hesitate to contact us. We’re happy to assist you!

✨ Thank You for Choosing Poop and Scoop! ✨
We appreciate your trust and look forward to serving you with the best pet waste removal services! 🐾