Please read the following terms and conditions carefully before you agree to dog waste removal services from Pooch Scoopers. Each Pooch Scoopers client agrees to the following upon signing up for and/or purchasing any of our services:
Pooch Scoopers and its employees agree to provide any purchased service in a professional, reliable and trustworthy manner. In consideration of these services and as an express condition thereof, the client holds harmless and expressly waives all claims against Pooch Scoopers or its employees. Unless it arises from gross negligence on the part of Pooch Scoopers’ staff or management. We only pick up pet waste we can see to the best of our ability. Gardens with tall grass, weeds that are overgrown or not properly landscaped/maintained along with leaves that have not been removed, will negatively impact the result of your cleanup(s). Clients will be expected to maintain the length of their grass, trees, bushes, shrubs, and any/all plant growth on the property, and have leaves and other debris removed from the garden. If this is not the case, #8 below will not apply, and you will still be charged your rate. We will remove pet waste found on top of leaves that are visible, but we will not go searching through piles of leaves. Gardens with tanbark and/or mulch can be just as difficult and easily camouflage pet waste. If waste is on top of mulch or tanbark, we will only remove waste that is on top. We will not remove any tanbark or mulch that has broken down waste mixed with it. If waste is on top of rocks, we can’t guarantee we will remove all the waste as it breaks down into smaller pieces and falls under the rocks. However, we will always try to remove what we can to the best of our abilities. Servicing under decks and/or trampolines. We will only pick up waste that is surrounding the area within arm’s reach of our rakes. We do not service under decks that are lower than 6’ tall or under trampolines. When servicing under trampolines, for liability issues, it is your responsibility to have the trampoline moved to another part of the garden so we can service underneath it. If you see an area that’s being missed, simply bring it to our attention so we can correct the issue on subsequent visits. Your satisfaction is important to us. Please let us know if you have a concern so we can quickly resolve it.
1 – STAFF SAFETY: Please realise dogs are territorial and protective by nature. They may be the sweetest, most loveable pets with you, but with us, we’re strangers and intruders in THEIR territory. If a client has the slightest inkling their dog is unhappy to see a Pooch Scoopers staff member enter their garden, that dog MUST be kept inside during your service visit on your scheduled service day. Pooch Scoopers always text their clients when they are on the way. We will not enter a garden with a pet that shows the slightest bit of agitation, aggression or overly excitable barking. If we do enter a client’s garden to find ourselves encountered by an overly aggressive or unfriendly pet, we will do our best to calmly diffuse the situation and exit the garden if possible. However, we do reserve the right to protect ourselves by any means necessary per the situation at hand. It is the Client’s responsibility to respect the safety of the service provider entering the property while performing services. If this is not the case and an attack occurs, by no fault on the part of Pooch Scoopers. Clients will be required to provide current vaccination records on the spot. We may notify animal control and/or the proper authorities per local laws and regulations and company policy. If you own an aggressive, anxious or overly dominant dog/pet, please let us know before starting service so that the proper safety procedures can be put in place to keep all parties safe and secure. We LOVE dogs, but staff safety, as well as the safety of our Clients’ dogs, is a top priority and cannot be stressed enough.
2 – SERVICE TIMES:We’re unable to provide time-specific visits due to many variables. We guarantee your service will be completed on your service day. Scooping/service hours are from sunup to sundown. We work rain or shine and in most weather conditions. If weather/road conditions become unsafe or if we need to reschedule for any reason, we will pause services, and all clients affected will be notified as soon as possible.
3 – SERVICE DAYS:From time to time, for any reason, we may need to reschedule or change your service day(s) at our discretion. Prior notice will be given. Service Days are dictated by your address and established routes. This enables us to keep prices low and stay competitive.
4 – HOLIDAYS / WEATHER CANCELLATIONS:We will not be servicing the following holidays: Good Friday, Easter Monday, Early May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Eve, Christmas Day, Boxing Day, New Year’s Day. Pooch Scoopers will be closed from December 23rd – January 3rd. If your weekly or bi-weekly service falls on one of these days or weather cancellation, your service will be postponed to your next scheduled service day. In the event this happens, instead of charging you for double the waste on your next service, you will be charged either your bi-weekly or monthly rate. If you were/are scheduled for a once-a-month cleaning, your service will be rescheduled for the following week.
5 – CANCELLATIONS, PAUSES, AND RESTARTS: If at any time you decide to cancel your service for any reason, your account and all info associated with it will be deleted. If you then wish to resume services at a later date, you will be required to complete the signup process again and will be liable for payment at the current rate and will lose any benefit of being grandfathered in at your previous rate. If you need to pause or suspend service for any reason, we can do so for a period of up to 30 days. After 30 days, your account will be considered inactive and you will need to complete the signup process again. You will also be liable for payment at the current rate and lose any benefit of being grandfathered in. If you wish
to cancel your service, you may do so at any time for any reason. For specific details, see Cancellations/Changes below.
6- REFUNDS: We do not offer refunds for payment of services unless the reason is an error on our part. If a refund is to be given for any reason, other than the fault of our own, refunds will be given minus bank/credit card processing fees and any proportion of services, if relevant.
7- SATISFACTION GUARANTEE: If for any reason, you are not completely satisfied with any service you receive, we will do our absolute best to revisit the same day. Revisit requests must be made within 24 hours after completion of the last service, after which all work is final and no revisits will be provided free of charge. We’ll always do our best to work with you to resolve any issue to your satisfaction within the guidelines of our terms of service.
8 – LATE PAYMENTS: We understand life gets busy. We will send you an invoice via email/sms after we complete the service. If we do not hear from you or receive payment within 48 hours, we will send out another reminder. If we still do not receive payment, another attempt will be made 6 days from your last service day. After 6 days from your last service day, if no payment, we will remove all outstanding visits and a late payment fee will be added to your total balance. If payment is not received within 30 days, we may take legal action to acquire payment and all future visits will need to be paid for in advance on the first of the month.
Initial Cleanups:If you signed up via our online signup system and inaccurately, falsely, deliberately, knowingly, or unknowingly selected the wrong number of dogs that use the yard or a timeframe since the yard was last cleaned up that is inconsistent with what a Pooch Scoopers employee or management encounters at the time of the initial cleanup, clients will be held liable for any additional charges that may be incurred.
Gain/Loss of Pet:It’s the Client’s responsibility to notify us of any increase or decrease in the number of pets within 7 days of gain or loss of a pet. Failure to report additional pets may be grounds for termination of service. Additionally, if we notice unreported loss(es) or gain(s) of pets, we reserve the right to increase or adjust your rate accordingly.
Keys: If we’ve been given a key(s) to a Client’s property/residence, it is the Client’s responsibility to request possession of said key(s) upon any termination or cancellation of service. We will not be responsible or held liable for unrequested/unreturned keys after service cancellations. Gift Cards: At this time, we do not accept gift cards but you are welcome to place a credit onto someone’s account. To do so, please let us know and we will help you.
Cancellations/Charges: Either party may cancel this agreement at any time. We do not require contracts or have termination fees for cancellations for residential services. However, we do require all cancellations to be submitted in writing via email or by SMS at least 24 hours before your next service day. For commercial clients, we do require a 30-day prior written notice via email or submitted via email or SMS for service cancellations. Any service upgrades/downgrades or cancellation requests must be submitted in writing via our email at service@poochscoopers.co.uk, and we are usually able to take effect within 24 hours. If we show up at your property and are unable to service the yard due to any reason, or you cancel your service day without a 24-hour notice given to us, there will be a £15 service charge billed to your account. If we show up at your property and need to wait, we will only wait a maximum of 5 minutes. After 5 minutes, we will be unable to service your yard and there will be a £15 service charge billed to your account. If we start servicing the requested area and are unable to find any waste, need to stop service for any reason, or if we don’t feel safe to perform our duties you will be charged for the full service.
*Our policy/ terms of service are subject to change at any time. It is our client’s responsibility to stay up-to-date with our current policy – 12/01/2025*
