Terms  and conditions

How do I pay?

We have a client portal where payment is processed. If you did not onboard yourself through the (get a quote) button on our website, we will create your account for you after having spoken with us.

We then send your login info to your email. The process to sign up is very simple. Inside of your client portal account, you will have access to copies of all paid invoices, quotes and previous cleans. You can link your credit/debit card into the secure system. Once your account is set up and card linked, we can generate and pay invoices, monthly or one off on your behalf. 

Please Note:

Your card will need to be linked to your account by the time we arrive at your home. If your card is not connected by this time, we will attempt to contact you. If no contact is made, we will reschedule your cleans for the next available date. If you need help connecting your card, we are always available at 07956 898310 to help you by phone.

Do you bill monthly?

Yes: Billing occurs on the 1st of each month before recurring services are provided. 

Note: 

You will be billed for the remainder of the month along with the initial preclean when requiring recurring monthly services!

Next payment is due the 1st of the following month.

Cash payments:

Cash payments are accepted but must be paid before a service can start.

If payment is not received before your first scoopup of the month you will be paused from the service schedule until payment is processed. We realize that sometimes there are glitches and are happy to help fix them. Services billed for the month are non-refundable. If you choose to cancel, we are more than happy to clean for the remainder of the month for you if needed.

Service cancellation:

PoopweScoop have the right to cancel your serves at any time. We will aim to give notice of at least a 7 days. If you choose to cancel your service then we need a 48 hours notice.

Can I change my service plans at any time?

Upgrade or downgrade your plan at any time on either an annual or monthly billing cycle. There are no refunds or credits available for partial months of service, upgrade or downgrade refunds, or refunds for months. However we are happy to finish your months paid service if you wish.

Can we choose times?

We are unable to provide a timeframe on your scoop day, our routes are constantly being adjusted for efficiency. This in turn helps keep our rates low for you! Our routes run from 8.30 am to dusk depending on the season. 

Communication is paramount for us and you will always receive notice via text when we are on the way. Aiming to txt within the hour of arrival, so that you are properly informed. Your scoop day will be the same day each week. If your service day ever changes, we will always communicate this in advance. 

Do I have to be home when you clean?

No. We simply ask for easy access to your gate. We are also happy clean with your dogs playing in the garden providing they are very friendly. Our team loves all animals – it’s one reason why we started PoopWeScoop! But we ask that you inform us early if your dog is not safe or easily adjugated. 

Note:  Please let the tech know ahead of time that you will be letting the dogs out for an introduction. We don’t want to startle anyone! Especially if they haven’t met before.

Do you disinfect? 

Yes! We disinfect our shoes and equipment after each clean up with an organic, kennel-grade disinfectant to prevent the spread of germs. Also the play areas and surfaces can be deodorised and disinfected if required for a small fee.

Gates and Access:

We cannot force or climb to gain access to your premises. Please ensure gates are unlocked and access is clear and available especially if you are not in attendance for your scoop day.

PoopweScoop team will not leave without checking gates are closed and or locked.

On completion of your clean a photo of the closed gate will be sent to you for your piece of mind.

Unserviceable broken gates, panels or doors.  Firstly, please inform us of such problems we may face. We use some remedies and tools just in case there’s an unforeseen problem and will attempt a temporary fix to ensure your security.

Aggressive, unpredictable and Unattended Dogs in premises:

Our team are vetted, and the first priorities are, do they love dogs? Are they comfortable with dogs?

PoopweScoops other top priority is will our team be safe. If your dog/dog’s act aggressively and are unattended then we will not be able to fulfil your service.

What Happens If my Service Day is on a Holiday?

If your service day falls on a major holiday, we will skip that week’s clean and perform double scoop clean the following week. You will still be charged due to 2 weeks of accumulated poop in the garden.

Weather Policy

Heavy rain and winds – Scooping may be cancelled

Thunderstorms – May be Cancelled

Excessive Snow on the ground – rare but we may cancel

If we unable to see it we can’t scoop it. it’s harder to see pet waste in and under snow. This also applies to long grass weeds and the general state of upkeep of the premise.

Do not fear, we will advise and rearrange. We can also help you with the maintenance of the areas if you are unable or unwilling.

Any cancellation or problems we will notify you of course before hand. Do not worry PoopweScoop will come to again.

Public Holidays:

Bank holidays, Christmas and New Year. Scoop days landings on a Bank Holidays will be done either the Previous or the following days, this is to our discretion and we’ll notify you of your adjusted clean day. But we will endeavour to keep our highly motivated team keeping up your cleaning service over Christmas and New Years break dependent on how it falls. You will be notified in advance.

Complaints:

Please feel free to contact us if we have made an error or you are confused by something. You have 24 hours to file a complaint. Please do so via Email: help@poopwescoop.co.uk . We realise the world doesn’t stop if we miss a deposit from your fury friends but we pride ourselves in a very high quality service and a Ethos to match it. We will do our best to help solve your issue quickly.