Terms of Service

Last Updated: 26/03/25

Welcome to Scooperheroes®! We’re glad to have you here. 

Before you use our dog waste clearance services, please take a moment to read through our Terms of Service. By using our services, you agree to these terms, so it’s important you’re familiar with them.

1. Our Services

Scooper Heroes™ is a locally owned business offering professional pet waste clearance services for residential, commercial, and business properties. By hiring us, you agree to abide by the following terms.

Service Options:

We provide:

• One-Time Cleanups
• Weekly, Fortnightly, Monthly, and Twice-Weekly Cleanings

Our prices are based on areas of up to 500 square metres (5,382 square feet). Larger areas may incur an additional fee.

We also offer additional services, such as Leaf and Debris Clearance, Snow Clearance, Flea and Tick Lawn Treatments, and Sanitisation & Deodorisation for Hard Surfaces. Prices are available upon request.

2. Access to Your Garden

To provide our service, we need access to the area to be cleaned.

• Responsibility for Access:
  You’re responsible for ensuring we can access the garden. Locked, blocked, or frozen gates, as well as undeclared pets loose when we arrive, may prevent us from completing the job.
• Missed Visits:
  If we cannot access your garden, the service will be skipped, but the charge will still apply. To avoid issues, please consider providing gate keys or lock combinations for us to keep on file.
• Return Visits:
  If you request a return visit due to access issues, a £10 fee will be added to your bill.

3. Weather Policy

We aim to work in most weather conditions but prioritise safety and garden care.

• Severe Weather:
  In cases of extreme weather—such as thunderstorms, high winds, heavy snow, or flooding—we may skip your scheduled visit.
• Rescheduling:
  Missed visits due to weather won’t be refunded, as we’ll still handle the accumulated waste on the next visit. If you need urgent cleaning between visits, let us know—we’ll try to accommodate, but this isn’t guaranteed.
• Muddy Gardens:
  To avoid damaging your lawn, we may delay service until conditions improve.

4. Billing and Payments

Our service operates on a prepaid monthly basis.

• Monthly Billing (Subscriptions):
  All subscription payments are processed on the 1st of each month. If your card is declined, services will pause until the issue is resolved. Subscriptions are non-refundable. We do not offer partial refunds for any unused portion of the month once billing has been processed. If you choose to cancel mid-month, service will continue until the end of that billing period, and no further charges will be made.
• Initial Payment (For New Subscribers): To secure your place on our route, your first month’s payment must be made in advance, prior to your initial clean. This applies even when the first visit is offered free of charge. If you join partway through a month, we’ll calculate a fair, prorated amount for the remaining visits that month, and your first full subscription month will be billed at the same time. This ensures everything is confirmed and your service starts smoothly, without disrupting future billing cycles.
• ‍First-Time Cleans (For Past-Subscribers):
  If more than 30 days have passed since your last service, a first-time cleanup fee will apply.
• One-Time Cleanups:
  These are billed after the service is complete, with payment due within 24 hours. Accounts overdue by 30+ days will be turned over to collections.
• Late Payments:
  A £10 late fee is added to bills unpaid after the 3rd of the month. Accounts overdue by 30+ days will be turned over to collections.

Prepaid Subscriptions Policy:

We offer convenient 3- and 6-month prepaid subscription options to ensure consistent service without interruptions. Our prepaid subs also give you the opportunity to secure up to 15% off your overall scooping bill.

While we proudly maintain a no-contract policy, the following terms apply to our prepaid plans:

1. Upfront Payment: Payment for 3- or 6-month subscriptions must be made in full at the time of purchase.
2. No Refunds: All pre-paid subscriptions are non-refundable. Once payment is made, we are unable to issue refunds for any unused portion of the subscription period.
3. Cancellation Policy: You may cancel your prepaid subscription at any time, but the cancellation will take effect at the end of your current subscription term. Service will continue as scheduled until the last day of the prepaid period.
4. Automatic Renewals: Prepaid subscriptions are set to renew automatically at the end of the current term for your convenience. If you do not wish to continue, you must opt out of renewal before your next billing cycle begins. You’ll receive a reminder prior to renewal to give you plenty of time to update your preferences.

By choosing one of our prepaid plans, you’re securing hero-level service at a discounted rate with no interruptions. If you have any questions or need assistance managing your subscription, our team is always here to help.

5. Service Pauses & Holiday Absences

We get it—sometimes you're away and don’t need us poking around the garden. If you're going on holiday and won’t need service for a full week or more, just give us at least 7 days' notice and we’ll happily apply a service credit. That way, we can extend your plan to make up for the missed time.

Please note that credits aren’t applied for weeks that include bank holidays where service wouldn’t have taken place anyway. To keep things fair, we’re only able to apply credits when full-service weeks are missed and the required notice has been given.

Cancellations with less than 7 days’ notice may not be eligible for a credit.

6. Garden Conditions

We strive to do our best but rely on your cooperation to maintain your garden.

• Tall Grass and Debris:
  Dog waste may be harder to spot in overgrown grass or areas covered with leaves. We’ll address anything missed on subsequent visits once the garden is maintained.
• Reporting Missed Waste:
  If you notice any missed waste, please contact us at woof@scooperheroes.co.uk promptly.

7. Additional Fees

Certain tasks and situations may require additional charges:

• Deep cleans of decks, patios, or pavements: from £25/visit
• Cleaning rock/pebble/gravel areas: from £15/visit
• Waiting time (e.g., for access): £10/visit
• Return visit requests: £20

8. Waste disposal

Unless otherwise agreed in advance, all pet waste collected during our visit will be securely double-bagged and placed into your domestic wheelie bin.

If you'd prefer for the waste to be removed from your property entirely, we're happy to offer this service—just let us know before your scheduled visit so we can make the necessary arrangements. Additional charges may apply.

We are unable to remove waste from the premises without prior notice.

9. Service Revisions

We may update these Terms of Service from time to time. Changes will take effect once posted on our website, so we encourage you to check periodically. Your continued use of our services indicates acceptance of these updates.

10. Holiday Schedule

We do not provide services on the following holidays:

• Good Friday
• Easter Monday
• Early May Bank Holiday
• Spring Bank Holiday
• Summer Bank Holiday
• Christmas Eve through to New Year's Day

If your service day falls on one of these holidays, we’ll skip the week and resume on your next scheduled visit. Refunds won’t be provided as we’ll still handle waste from the missed week.

Christmas Closure

We will shut down services between Christmas Eve and New Year’s Day. If you clean your garden yourself during this time, please inform us. Monthly billing remains unchanged during this period.

11. Your Concerns

If you have any questions or concerns, don’t hesitate to reach out. Contact us at policies@scooperheroes.co.uk. We’re here to help!