Puppy Pal Dog Waste
Terms and Conditions
Effective Date: 29th January 2025
Welcome to Puppy Pal. These Terms and Conditions ("Terms") 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 subscription or one-off basis.
2. Card Details and Payment Authorisation
2.1 Card Linking: Your card details must be linked before we can begin any service. We do not accept payment by cash or cheque. However, your card will not be charged until after the first service, whether for a one-time cleanup or the start of a subscription. After that, payments will be automatically processed on the 1st of each month.
2.2 Payment Failures and Service Suspension: If payment is not successfully processed at the beginning of the month, despite reasonable efforts to contact you, Puppy Pal reserves the right to suspend or terminate services. After the first failed payment attempt, you will be given a grace period of 7 days to resolve the issue and make the necessary payment. If payment is not received within this period, your subscription will be paused, and no further services will be provided until payment is made. If payment remains unresolved for more than 30 days, your account may be terminated, and an initial cleanup fee may apply to reinstate your subscription.
We're available at 07356201107 to assist you.
3. Billing, Payments, and Payment Terms
3.1 How to Pay: Once you're signed up, we will automatically process payments on the 1st of each month. An invoice will be issued to you on the same day the payment is processed, for your records.
3.2 Pro-Rata Payment: If you sign up for our weekly or twice-weekly subscription services mid-month, a pro-rata charge will be applied after your first job, covering the remaining visits for that month at the weekly rate. Your automated regular monthly payments will then begin on the 1st of the following month.
3.3 Late Payments: If payment is not received before your first cleanup of the month, we will temporarily suspend your service until payment is processed. 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.
3.4 Test Transaction: When first linking a debit or credit card, a test transaction of £1.50 may occur. No money is actually taken from your account; this is a standard protocol for our software.
4. Service Schedule
4.1 Arrival Time: We do not provide a specific time for your service. Our routes run from around 7:30 a.m. to dark. You will receive a text notification 60 minutes before our arrival. If you are at the beginning of our route, you may receive a 15-30 minute notice.
4.2 Service Day: You will be provided with the exact day of your service, which will remain unchanged barring unavoidable circumstances. If a change is necessary, you will be notified in advance.
4.3 Access Requirements: You do not need to be home during the cleanup, but easy access to your gate is required. We can clean with friendly dogs in the yard, and we will send a picture of your closed and secured gate to your email after cleanup.
5. Waste Management
5.1 Waste Disposal: We will double-bag the waste and place it in YOUR waste receptacle. If your bin is not outside, we will place the waste in a secure and protected location near your gate. It is your responsibility to ensure that access to your yard is clear and that your waste receptacle is available for use. We are not liable for any inconvenience or damage caused by leaving the waste outside in an alternative location.
6. Service Policies
6.1 Pricing Policy: Quotes are subject to change based on a full inspection on the first visit. We will communicate any price changes before starting services.
6.2 Pausing and Rejoining Services: Customers who choose to pause services for any reason may be subject to initial cleaning fees before being added back to a monthly service.
6.3 Monthly Pricing Structure: Our monthly fee is based on a 52-week calendar and averaged out over 12 months. For months with five weeks instead of four, you will not be charged for the extra visit as it is built into the monthly pricing.
6.4 Year-Round Service: Puppy Pal operates 12 months a year and will always show up when weather conditions are safe, regardless of rain, snow, or other unfavorable weather conditions.
6.5 No Access Policy: If access to your yard is not possible due to a locked gate or other obstructions, you will still be charged for the scheduled service. We will make reasonable attempts to avoid such instances, including sending a 60-minute advance text notification of our arrival. In the event of a missed visit, we will perform double duty the following week to address the accumulated waste from that visit, as well as the regularly scheduled service for that week.
6.6 Dangerous Pet Policy: If a pet is aggressive and prevents us from cleaning, we will still charge for the visit and perform double duty the following week.
6. Cancellation Policy: If you wish to cancel your service, 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.
6.8 Rejoining After Seasonal Pauses: Customers that pause services for certain times of the year will be subject to initial cleanup fees when they return to their monthly subscription.
7. Holiday Service
If your service day falls on a major holiday, we will skip that period's cleanup and perform double duty the following week. You will still be charged due to two weeks of accumulated dog waste in the yard.
8. Equipment Disinfection
We disinfect our equipment after each cleanup with kennel-grade disinfectant to prevent the spread of germs.
9. Term and Continuation
Upon acceptance of Puppy Pal's Proposal, services will continue indefinitely and on a recurring basis until canceled in accordance with these Terms of Service.
10. Fee Payment
Payment is due per the payment plan selected by the client at signup.
11. Consent to Contact
By providing your phone number and email address, you consent to receiving communications via calls, texts, and emails for service updates, billing, or customer care purposes.
12. Electronic Document Consent
With your permission, Puppy Pal may provide electronic versions of documents (notices, disclosures, records) rather than in paper form.
13. Refunds
Puppy Pal is committed to providing a high standard of service. If a visit is missed due to our error or the service has not been performed 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, we will provide a partial refund for the unused portion of the month. Refunds are not issued for missed visits due to lack of access (e.g., locked gates, aggressive dogs) or circumstances beyond our control, as outlined in our No Access Policy.
14. Satisfaction Guarantee
We strive to provide a thorough and reliable service. If you believe we have missed waste during your scheduled visit, you must notify us within 24 hours of the service. We will arrange a revisit as soon as possible to address any missed waste. Please note that this guarantee applies only to waste that should have been removed during the scheduled visit and not to any new waste deposited after our service.
15. Modifications
Service modifications or changes to these Terms will be provided in writing with 30 days’ notice for any price changes.
16. Aggressive Animals
For the safety of our team, we cannot provide service if an aggressive animal is present in the yard during our visit. If we arrive and are unable to safely access the area due to aggressive behaviour, the scheduled service will still be charged in full.
If an aggressive animal prevents service on multiple occasions, we will assess the situation on a case-by-case basis and may require that the animal be secured before future visits. Repeated incidents may result in suspension or termination of service.
17. Insurance
Puppy Pal is fully insured with coverage up to £5 million for public liability, which includes accidental property damage and injury caused by our services. This insurance covers incidents directly resulting from our operations but does not extend to damage or injury caused by customer negligence, improper pet handling, or failure to provide safe access to the property.
18. Service Delays and Force Majeure
Puppy Pal will make every reasonable effort to provide services as scheduled. However, in the event of unforeseen circumstances beyond our control—such as extreme weather, health emergencies, vehicle accidents, or other force majeure events—services may be interrupted. In such cases, we will notify you as soon as possible. If a service is missed due to these circumstances, we will perform double duty the following week to account for the accumulated waste, and the scheduled charge will still apply. No refunds or rescheduling will be offered for force majeure-related delays.