Puppy Pal
Dog Waste Collection Services
Terms and Conditions
Effective Date: 5th August 2026
Welcome to Puppy Pal. These Terms and Conditions govern your use of our dog waste collection services. By using our services, you agree to comply with these Terms. Please read them carefully.
1. Service Description
1.1 Puppy Pal provides professional dog waste collection services on a one-off or subscription basis across North Surrey.
2. Card Details and Payment Authorisation
2.1 Card Linking
Your card details must be saved before we can confirm any service. We do not accept payment by cash or cheque. Your card will not be charged until after the first service has been completed, whether for a one-off clean or the start of a subscription. After that, payments will be automatically processed on the 1st of each month.
2.2 Test Transaction
When first saving your card, a test transaction of £1.50 may appear. No money is actually taken from your account; this is a standard security check carried out by our payment software.
2.3 Payment Failures and Service Suspension
Monthly subscription payments are processed automatically on the 1st of each month using the payment method provided at sign-up. If a payment cannot be processed, we will notify you and attempt to process the payment again within 3 days. If this second attempt is unsuccessful, you will be contacted and asked to arrange payment within 7 days. If payment remains outstanding after this period, we reserve the right to suspend services until the account has been brought up to date. If payment remains unresolved for more than 30 days from the original due date, your account may be terminated and an initial clean-up fee may apply to reinstate your subscription.
2.4 Grace Period and Missed Visits
Where a payment fails and you are a regular subscription client, we will continue to deliver your scheduled service as normal during the 7-day period referred to in Clause 2.3, so that you do not miss a visit while the issue is being resolved.
However, if payment has still not been received by the time your next scheduled visit falls due after this 7-day period, we will not carry out that visit until payment is made. No refund, credit, or make-up clean will be provided for any visit missed as a result of the delayed payment. This missed visit is treated as part of your monthly subscription.
2.5 Accuracy of Payment Details
Customers are responsible for ensuring that their payment details remain accurate and up to date.
We are available at 07356 201107 to assist you.
3. Billing, Payments, and Payment Terms
3.1 How to Pay
Once signed up, payments are automatically processed on the 1st of each month. An invoice will be issued to you on the same day for your records.
3.2 Pro-Rata Payment
If you sign up for any subscription service mid-month, a pro-rata charge will be applied after your first visit, covering the remaining visits for that month. Your regular monthly payments will then begin on the 1st of the following month.
3.3 Late Payments
A fixed late fee of £5 will apply if payment is not made by the 7th of the month. This fee is a one-time charge per month and will not accumulate further. Suspension of service is governed by the 7-day grace period set out in Clause 2.3.
4. Service Schedule
4.1 Arrival Notification
We do not provide a specific arrival time in advance. Our routes run from approximately 7:30am until dusk. You will receive a text notification approximately 30 minutes before our arrival. If you are at the beginning of our route, this notice may be 15–30 minutes.
4.2 Service Day
You will be provided with a fixed service day, which will remain unchanged unless unavoidable circumstances require a change. If a change is necessary, you will be notified in advance.
4.3 Access Requirements
You do not need to be at home during the clean. Easy access to your garden gate is required. We can work with friendly dogs present, and we will send a photo of your closed and secured gate to your email after each visit.
5. Waste Management
5.1 Waste Disposal
We will double-bag all waste and place it in your household bin. If your bin is not accessible, waste will be placed in a secure location near your gate. It is your responsibility to ensure garden access is clear and that your bin is available. Puppy Pal is not liable for any inconvenience caused by placing waste in an alternative location.
6. Service Policies
6.1 Pricing Policy
Quotes are subject to confirmation following a full assessment on the first visit. We will communicate any price changes before proceeding.
6.2 No Access Policy
If we are unable to access your garden due to a locked gate or other obstruction, the scheduled visit will still be charged in full. We will make reasonable efforts to avoid this, including sending a 60-minute advance text notification. In the event of a missed visit, we will perform a double clean the following week to address accumulated waste alongside the regular service.
6.3 Dangerous Pet Policy
If an aggressive animal prevents us from safely carrying out a clean, the visit will still be charged and a double clean will be carried out the following week. If this occurs on multiple occasions, we may require that the animal be secured before future visits. Repeated incidents may result in suspension or termination of service.
6.4 Monthly Pricing Structure
Our monthly fee is calculated on a 52-week calendar and averaged across 12 months. In months with five service weeks, you will not be charged for the additional visit, as this is built into the monthly price.
6.5 Year-Round Service
Puppy Pal operates 12 months a year and will attend all scheduled visits in safe weather conditions, including rain and snow.
6.6 Pausing Services
Customers who choose to pause their service for any reason may be subject to an initial clean-up fee before being added back to a regular schedule.
6.7 Seasonal Pauses
Customers who pause services seasonally will be subject to an initial clean-up fee upon returning to their subscription.
6.8 Cancellation Policy
If you wish to cancel, we require a minimum of 48 hours' notice. If you cancel mid-month, we will provide a partial refund for the unused portion of the month.
7. Holiday Service
If your service day falls on a major public holiday, we will skip that visit and carry out a double clean the following week. You will still be charged for the skipped visit due to two weeks of accumulated waste.
8. Equipment Disinfection
We disinfect all equipment after each clean using kennel-grade disinfectant to prevent the spread of germs between properties.
9. Refunds
Puppy Pal is committed to a high standard of service. If a visit is missed due to our error, or the service has not been carried out to a reasonable standard, you may be eligible for a partial or full refund. Refund requests must be made within 7 days of the scheduled service date. If you cancel mid-month, a partial refund will be issued for the unused portion.
Refunds are not issued for missed visits due to lack of access, aggressive animals, an outstanding payment as set out in Clause 2.4, or other circumstances beyond our control as outlined in these Terms.
10. Satisfaction Guarantee
If you believe we have missed waste during a scheduled visit, please notify us within 24 hours of the service. We will arrange a return visit as soon as possible. This guarantee applies only to waste present during the scheduled visit and not to any new waste deposited afterwards.
11. Insurance
Puppy Pal is fully insured with public liability cover up to £5 million, including accidental property damage and injury caused by our operations. This cover does not extend to damage or injury caused by customer negligence, improper pet handling, or failure to provide safe access to the property.
12. Service Delays and Force Majeure
Puppy Pal will make every reasonable effort to provide services as scheduled. In the event of circumstances beyond our control — including extreme weather, health emergencies, or vehicle incidents — services may be interrupted. We will notify you as soon as possible. If a visit is missed due to force majeure, a double clean will be carried out the following week and the scheduled charge will still apply. No refunds will be issued for force majeure-related delays.
13. Term and Continuation
Upon acceptance of Puppy Pal's service, visits will continue on a recurring basis until cancelled in accordance with these Terms.
14. Consent to Contact
By providing your phone number and email address, you consent to receiving communications from Puppy Pal via calls, texts, and emails for service updates, billing, and customer care purposes.
15. Electronic Documents
With your agreement, Puppy Pal may provide notices, disclosures, invoices, and other records in electronic form rather than on paper.
16. Data Protection and Privacy
Puppy Pal collects and processes personal data - including your name, address, contact details, and payment information — in order to deliver and manage our services. We are committed to handling your data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
For full details of how we collect, use, store, and protect your personal data, and your rights in relation to it, please refer to our Privacy Policy, available at www.puppypal.co.uk/privacy-policy
17. Modifications
Any changes to these Terms or to service pricing will be provided in writing with a minimum of 30 days' notice.