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Terms of Service
Terms & Conditions
How do I pay?
We have a client portal where payment is processed. If you did not onboard yourself through the instant quote button on our website, we will create an account on your behalf after you have spoken to a Sgt. Scooper representative. We will then send your login info to your email. The process to sign up is simple and takes under two minutes. Inside of your portal account, you will have access to copies of all paid invoices, records of past cleanups, and you can link your credit/debit card into the secure platform. After you link your card, we will generate and pay invoices on your behalf and send you receipts.
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 and knock on your door. If no contact is made, we will reschedule your cleanup for the next available date. Depending on the time of year, this could be weeks out. If you need help connecting your card, we are always available at 509-944-0494 to help you over the phone.
Do you bill monthly?
Yes: Billing occurs on the 1st of each month before services are provided.
Payments for initial or one-time cleanups are due upon completion of the job.
For Recurring -
On your first cleanup, we will bill for the initial cleanup as well as prorate the remainder of the month at the same time. Then, you're all set up for 1st of the month billing.
Example:
John signed up for weekly services and we will begin the initial cleanup followed by every Tuesday cleanups on 3/15/2022. He is paying $80 per month for Every Tuesday Cleanups. The agreed rate for the spring cleanup is $100. On the first cleanup (3/15/2022), John will be billed for the first cleanup (100) and the remainder of the month (2 more cleanups) on 3/15/2022.
(Amount Charged on 3/15/2022):
- Initial Cleanup: $100
- Remainder of March Cleanups (3/22, 3/29): $40
- Total: $140
Next Payments to Be Processed:
- 4/1: $80 (Recurring Cleanups)
- 5/1: $80 (Recurring Cleanups)
- 6/1: $80 (Recurring Cleanups)
If payment is not received before your first cleanup of the month you will be removed from the service schedule until payment is processed. 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.
Sgt. Scooper uses the data we collect to operate our business, analyze performance, and continue to provide 5-star service. By accepting the terms and conditions, you give Sgt. Scooper permission to use collected information for advertising and marketing purposes. This may include sending promotional communications, targeting advertising, and presenting you with relevant offers.
What time will you be at my home?
With respect to scheduling, we are unable to provide a timeframe on your scoop day. We have many yards to clean, and our routes are constantly being optimized for efficiency. This also helps keep our rates low for you! Our routes run from around 7am to dark.
Communication is important and you will always receive notice via text when we are on the way. We provide about 60 minutes notice, so you are properly informed of our arrival. If you are at the beginning of our route, you will likely receive a 15-30 minute on the way text. We don't want to bother you at 6am. Your scoop day will be the same day each week. If your service day ever changes, we will always communicate with you in advance.
Do I have to be home when you clean?
No, you do not have to be home when we clean. We simply ask for easy access to your gate. We can also clean with the doggies in the yard as long as they are very friendly. Our team loves all animals - it's why we started Scoop Troop! Once the cleanup is completed, we will send a picture of your closed gate to your email on file, so you have records of it.
Note:
If our staff has never met your dogs before and you are home, please let the technician know ahead of time that you will be letting the dogs out for an introduction. We don't want to startle anyone!
Our Service Guarantee
We will never miss a scoop day. If we do miss your scheduled service (for reasons within our control), you will receive the next month of service free of charge.
Exceptions to our Service Guarantee:
- Inclement weather that makes it hazardous or impossible to perform the service
- Unsafe dog behavior or conditions that prevent our staff from accessing the yard safely
- Gate or yard access issues not caused by our staff
- Major holidays (as outlined in our holiday policy)
We will make every effort to communicate any service delays or rescheduling needs as promptly as possible.
What Happens If my Service Day is on a Holiday?
Great question! If your service day falls on a major holiday, we will skip that week's cleanup and perform double dooty the following week. You will still be charged due to 2 weeks of accumulated poo in the yard.
Do you disinfect your equipment?
Yes! We disinfect our equipment after each cleanup with an organic, kennel-grade disinfectant to prevent the spread of germs.
Do You Take The Waste Away?
Due to the excessive amount of accumulated waste, we do not take the dog waste away with us. Once the cleanup is complete, we will place the waste inside of your trash receptacle if it's outside. Otherwise, we will double/triple bag the waste so it's presentable and place the bags by your gate.