Terms of Services
Please read the following service agreement carefully. Clients agree to the following upon signing up for and/or purchasing any services from Scoop & Go LLC (also referred to as 'Scoop & Go' throughout this agreement):
Service description: Our service includes the removal of pet waste from designated areas on your property, bagging and disposal of the waste on the customers property (unless otherwise noted). We may also offer optional deodorizing treatments for both the yard and trash bins.
Service schedule: Our service schedule can be customized to meet your needs, we offer service plans of weekly and every other week (twice per month). We also offer one-time services. We will do our best to establish a schedule that meets your specific requirements. In order to maintain efficiency and route density, our service days and times may be limited to those that we service the homes in your area.
Access to property: You must provide us with access to your property during the scheduled service day. If your property is inaccessible, we will not be able to perform the service. Recurring clients will be charged full price for the missed service and receive "double duty" on their next visit. For one-time or initial cleanups, the visit will be canceled, and a $40 cancellation fee will apply to cover route planing and reserved time. The technician may knock or call upon arrival and wait up to 10 minutes before leaving for the next appointment. Combination locks can be provided to you at no charge.
Yard conditions and accessibility: In order to ensure that all pet waste is removed, your lawns must be maintained to the best of your ability. Excessively tall grass, overgrown weeds, or large amounts of leaves and debris may make locating waste difficult, increasing the likelihood of missed spots. If you have a deck or trampoline, we will only scoop what is visible underneath without moving them. For liability reasons, if you would like those areas cleaned, you are responsible for moving them prior to our arrival. We are not responsible if a portion of the yard is inaccessible.
Health and safety: Our employees will take necessary precautions to ensure their safety during the service. We ask that if your dog has shown signs of aggression you keep them indoors during the service to prevent any accidents. If aggressive pets are left outside and prevent safe entry, the full service fee will still apply. We may knock or call once to request the pet be brought inside. If the property remains inaccessible, the visit will be skipped and marked as completed for billing purposes. If aggressive pets are left outside and in the event of our technicians being bit, we reserve the right to cancel all future visits and discontinue service on your property. For one-time and initial services, if access is prevented due to aggressive pets and no cleanup is performed, and a $40 cancellation fee will charged to cover the reserved time slot, travel and labor allocation.
Biohazards or excessive waste: If hazardous waste or excessive buildup (including but not limited to trash, sharp objects, or animal remains) is found, Scoop & Go reserves the right to refuse service and charge a hazard fee if appropriate.
Holidays: New Years Day, Easter Sunday, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, Christmas Eve and Christmas Day. Clients whose regularly scheduled day falls on one of these holidays may be moved to the closest available day. Our technicians do take occasional vacation days, or personal days. These days may coincide with a holiday. Another technician may fill in on those days, or appointments may be moved to a different day to accommodate our workers. As a family operated business there may be times where we may need to close completely for several consecutive days. In the event that this does happen, clients will be notified in a timely manner.
Payment: A valid debit or credit card is required to schedule service. We do not accept checks or cash. If you do not onboard through our website's instant quote form, a Scoop & Go representative can assist you in creating an account and securely adding your card over the phone. Your payment information will be securely stored in our portal. Once added, your card will be used to generate and pay invoices on your behalf.
Late Payments - Recurring Clients: For recurring clients, monthly payments are due on the 1st. If your payment fails, we will retry your card for 3 business days. If payment is not received by the end of the 3rd business day, a $10 late fee will be added to your account, and your service will be paused until the balance is cleared. Late fees are final and non-refundable. If you're experiencing a payment delay due to card replacement or another issue, please let us know right away. We may offer a brief grace period at our discretion, depending on the situation. If a payment is declined, clients will be notified immediately via email and/or phone. Clients are required to update their payment information within 3 business days of the notification. If the issue is not resolved, your service will be temporarily paused until payment is received. Continued failure to resolve the payment may result in suspension or termination of services. Please note: If your scheduled cleanup falls on the 1st, 2nd or 3rd, service may be skipped or delayed unless payment is received by the scheduled visit. We do not send field technicians out if payment has not gone through. Note: Business days are defined as Monday through Friday, excluding federal holidays. For example, if a payment fails on a Monday, the 3rd business day would be Thursday - and the late fee would apply on Friday if the balance remains unpaid.
Late Payments- One-Time & Initial Cleanups: For one-time or first-time cleanup services, payment is due immediately upon completion. A valid card must be added to the client portal before service begins. If payment fails or is not submitted within 24 hours of service, a $20 late fee will be applied. We reserve the right to deny future service to accounts with unresolved balances.
No Refund Policy: All payments are non-refundable. This includes both one-time/initial cleanups and recurring services. Once payment is made, no credits or refunds will be issued regardless of cancellation or changes in circumstances.
Service Pausing & Reactivation: If a client is paused due to non-payment and no service has been performed, a $15 reactivation fee will apply when restarting service. This fee covers administrative time, route adjustments and communication efforts related to the missed payment. The reactivation fee is separate from any applicable late fees and must be paid before service resumes.
Payment authorization: To schedule any service with Scoop & Go LLC, clients must have a valid credit or debit card securely stored on file. This card will be used to process payments for services rendered. By entering your card details, you authorize recurring and one-time charges for scheduled services. You may cancel anytime in your portal or by contacting us.
Billing of recurring services: We bill recurring services monthly on the 1st of each month before services are provided. Payments for initial or one-time cleanups are due upon completion of the job. You will be billed for the remainder of the month along with the initial cleanup in recurring services!
Recurring Service Cancellations & Refunds: All recurring service payments are billed in advance and are non-refundable. If you cancel a visit by 12 PM the day before your scheduled service day, we will skip your yard and perform a double-duty cleanup on your next visit at no extra charge. Cancellations after this cutoff are not eligible for rescheduling or credits. If you choose to cancel your recurring service mid-billing cycle, no refunds or prorated credits will be issued for unused visits. Your payment guarantees your reserved spot on our route, and your account will remain active through the end of your current billing cycle unless otherwise requested.
Initial & One-Time Cleanups- Cancellation Policy: Initial and one-time cleanups require a card on file prior to the scheduled service. Initial and one-time cleanups are billed after service is completed. If you need to cancel or reschedule, we ask that you notify us by 12 PM the day before your scheduled service day. Cancellations made after this cutoff, or failure to provide access on the day of service, may result in a $40 late cancellation fee. This covers the time slot held for your visit and route planning.
Weather: In the event there is severe or hazardous weather that has the potential to harm our field technicians, we will skip your yard and perform double duty the following week or following scheduled cleanup. Examples of hazardous weather include but are not limited to: Excessive snowfall, thunder & lightning, poor air quality, excessive heat, sub-zero temperatures, freezing rain, severe winds, hailstorms, or other hazardous weather conditions.
Liability: While we take every precaution to ensure the safety of our employees, we cannot be held responsible for any accidents, injuries, or damages that occur on your property during the service. We are not responsible for damage to hidden irrigation systems, landscaping, or other yard fixtures.
Changes to Service: You may make changes to your service plan at any time by contacting us. We will make every effort to accommodate your requests.
Termination of Services: We value your business, however, if you are unhappy with our services, you may cancel at any time. It is also understood that we reserve the right to terminate services if we feel that we are not a good fit for you.
Service guarantee: We guarantee our service and will make every effort to ensure that you are satisfied with the quality of our work. If you are not satisfied with the service, please let us know, and we will make it right up to and including returning to your property to complete the service to your satisfaction.
Fees, promotions and price increases are subject to change at any time. If we make any changes, we will provide you notice (at least two weeks) prior to the changes to taking effect.
Personal information will never be sold. We may use your email or phone number for use in third party apps to send emails or contact you as a customer. We will never provide any personal information of yours to unknown sites (sites that we do not use for business purposes), or sell your contact information in any way.
We may use your reviews on our website or social media. Videos and pictures may be taken at cleanup visits for advertising purposes while on the job and edited so as to not show any personal property or identifying information, if you wish to opt out of images and videos on social media please reach out to us and we will opt you out.
By initiating service, you agree to the terms and responsibilities outlined above. If you have any questions or concerns, please do not hesitate to contact us.