Scoop Hero Customer Policy
Effective date:Â May, 2024
Â
Term of Service
Our services are provided on a recurring basis and will continue indefinitely until canceled by the client or the service provider.
Monthly Hero Package
The pre-paid Monthly Hero package is non-refundable, with the exception of business closure or the passing of a pet. Clients may cancel service for the upcoming month at any time, as there is no binding contract. Our Satisfaction Guarantee (see below) applies to all services with our 24-hour revisit policy.
Annual Hero Package
The discounted Annual Hero pre-payment fee is non-refundable under any circumstances, with the exception of business closure or the passing of a pet. Our Satisfaction Guarantee (see below) applies to all services with our 24-hour revisit policy.
Pricing and Quotes
While quotes provided are generally accurate, final pricing will be confirmed following a comprehensive yard inspection during the initial visit. Any necessary price adjustments will be communicated to the client prior to commencing services.
Payment Method
At the time of service acceptance, clients are required to submit debit or credit card information for payment processing. By providing this payment information, clients consent to the storage and charging of the provided payment method for all services rendered under this agreement.
Service Pauses and Initial Cleaning Fees
Clients who choose to pause or cancel services for any reason may incur an initial cleaning fee before resuming their monthly service.
Payment Policy
Payment must be received prior to the first cleaning of the following month. Failure to make payment will result in removal from the service schedule.
Weather-Related Cancellations
Our services are performed in most weather conditions. In the event that we are unable to provide service due to unsafe weather conditions, we will notify clients and perform a double service the following week. Clients will still be charged for the full month, as the volume of pet waste and the time required for cleaning remain consistent. We observe certain holidays, which will be communicated to clients, and potential service interruptions will be addressed accordingly.
Service Times/Service Days
The service provider is unable to provide day-specific visits due to many variables. Services are performed in most weather conditions. If weather/road conditions become unsafe, services will be paused until conditions return to a safe status, and any affected clients will be notified as soon as possible. From time to time, for any reason, the service provider may need to reschedule or change service days at its discretion. Service days are dictated by the client's address and established routes. This enables the service provider to keep prices low and remain competitive. The client's monthly fee includes certain holidays observed by the service provider. The client may be charged during service interruptions due to, but not limited to, snow, rain, heat, strong winds, hurricanes, extreme temperatures, acts of governmental authorities, or any other acts of God, or circumstances or causes beyond the control of the service provider.Â
Access Issues
If we are unable to gain access to the yard, clients will still be charged for the scheduled cleaning. However, we will complete the full service the following week. The Scoop Technician will knock on the door and attempt to contact the client before skipping the yard.
Aggressive Animals
The service provider will work with friendly animals in the yard; however, we will not work around aggressive or unsafe animals. If we cannot access the yard or complete a service due to an aggressive or unsafe animal, the client will still be charged for the visit, and the service will be picked up the following week. Accurate and proper vaccination records for pets must be maintained and made available upon request. In the event of a bite or injury, the yard will be left in “as is” condition and considered as Services rendered for that visit. All medical fees will be the responsibility of the Client within a reasonable amount of time. Depending on the situation, Animal Control may be contacted and/or further actions may be taken.
Satisfaction Guarantee
If for any reason the client is not completely satisfied with the service, we will make effort to revisit property within a reasonable time frame to correct the mistake, provided that the request is made within 24 hours of the last service. The service provider always strives to resolve any issues to the client’s satisfaction within the guidelines of this policy.
Consent to Contact
By providing a cell phone number and/or email address, the client consents to receiving communications from Scoop Hero and its affiliates, including billing, collections, and customer care services, via calls, text messages, emails, or other electronic means.
Service Scheduling
The service provider is unable to provide specific timeframes for the scheduled scoop day. Service days are organized by zip code to maintain competitive rates. Our routes operate from approximately sunrise until dusk. The client’s presence at home is not required during service visits.
Waste Disposal
We do not remove waste from the premises. Upon completion of the cleanup, we will place the waste in the designated trash receptacle. If the trash bin is not accessible, we will double bag the waste and place it near the gate.
Right to Terminate
Scoop Hero reserves the right to terminate service to any client for any reason at any time. In such cases, we will provide a refund for any future services that were paid for but not performed after the termination date.
Disputes
This Service Agreement is governed by and construed in accordance with the laws of the state where the service provider's principal place of business is located. In the event of any controversy or claim arising out of or relating to this Service Agreement, or the breach thereof, and if such controversy or claim cannot be resolved through direct discussions, the parties agree to first attempt to resolve the dispute through mediation administered by a mutually agreed upon mediator.
Should mediation fail to resolve the dispute, either party may pursue binding arbitration in accordance with the rules of the American Arbitration Association, and judgment upon the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof. The client agrees to pay all collection expenses, court costs, and reasonable attorney’s fees incurred by the service provider in connection with the collection of amounts due.
By entering into this agreement, the client waives any right to a trial by jury in any legal proceeding arising out of or related to this Service Agreement.
Â
Additional Information
- Communication: We prioritize clear and timely communication with our clients regarding any changes or issues that may arise.
- Client Responsibility: Clients are responsible for ensuring yard access and securing pets to facilitate safe and efficient service.
- Service Commitment: We are dedicated to delivering reliable and thorough cleaning services, striving for the highest levels of client satisfaction within the framework of our policy.
By utilizing our services, the client agrees to the terms and conditions outlined in this Customer Policy. We appreciate your understanding and cooperation. Should you have any questions or require further clarification, please do not hesitate to contact us.
Thank you for choosing Scoop Hero!
Â
