Our Policies

1. Service Scope and Limitations

1. Areas We Do Not Service or Enter

   • We will not crawl under trampolines or enter any tight spaces (e.g., crawlspaces) on hands and knees.

   • We do not move heavy objects such as trampolines.

   • We do not enter homes or clean up waste from inside homes, vehicles, or garbage cans.

2. Type of Waste Collected

   • We only pick up dog waste.

   • We do not remove cat, geese, raccoon, or other non-dog waste.

3. Lawn Maintenance Requirements

   • Clients must maintain their lawns for effective service: cut grass regularly, remove sticks and debris, and clear leaves.

4. Daylight Restriction

   • We only clean yards during daylight hours.

 

2. Safety and Yard Access

1. Gate Access

   • Gates must be unlocked and accessible on the service day, including in snowy or icy conditions.

2. Aggressive or Dangerous Dogs

   • Aggressive, dangerous, or jumpy dogs must be brought indoors prior to service.

   • If our technician feels unsafe around a dog—regardless of prior classification—we may designate that dog as aggressive. The dog must then be indoors for subsequent services.

   • In the unlikely event that a client's dog bites a team member, the client is required to provide proof of the dog’s rabies vaccination to ensure the safety of our team members. All services for the client will also be canceled indefinitely.

3. Inaccessible Yards

   • If we cannot access the yard (due to a locked gate, aggressive dog, or other obstacles), we will attempt to contact the client. If the issue cannot be resolved, we will not service the yard, and the client will be charged for that visit.

4. Disposal Process

   • Doo Away will bag, remove from clients property, and dispose of all dog waste via standard waste management.

   • We can dispose of waste you collect yourself if you leave it in an accessible spot and inform us beforehand.

   • We reserve the right to refuse large quantities of additional waste.

 

3. Scheduling and Cancellations

1. Regular Schedule

   • We service different areas on designated days, similar to trash collection schedules. Therefore, we cannot accommodate specific service days for recurring service. 

   • We aim for consistency in arrival times but cannot accommodate specific service times for recurring service.

   • Twice-a-week visits are scheduled at least three days apart (e.g., Monday and Thursday/Friday).

2. Weather Cancellations

   • Service may be canceled due to lightning, flooding, extreme temperatures, tornadoes, hail, ice, or more than a dusting of snow on or before the service day.

   • Clients are notified of any weather-related cancellation and are not charged for the cancelled visit. Service resumes on the next scheduled visit.

   • A client may request a service visit despite the cancellation. In this case, we will do our best to accommodate and a 50% extra charge will apply for the requested service visit.

3. Holiday Cancellations

   • We provide 14 days’ notice of holiday cancellations, with a reminder text the day before.

   • No charge is applied for missed service due to a holiday closure; service resumes on the next scheduled visit.

   • A client may request a service visit during the holiday week. In this case, we will do our best to accommodate and a 50% extra charge will apply for the requested service visit.

4. Pausing or Canceling Service

   • Pausing Service: Clients in good standing may pause service for up to 90 days without cancellation. Beyond 90 days, the service must be canceled and resumed at a later date.

   • Cancellation: To cancel service permanently, notice must be given at least one day before the scheduled visit. Any unpaid visits will be invoiced and charged on the cancellation date.

5. Rescheduling or Canceling a Service Visit:

   • Rescheduling a Scheduled Visit: Clients may request to reschedule a service visit by contacting us at least one day prior to the scheduled visit via call, text, email, or client portal. We will do our best to accommodate and a 50% extra charge will apply for the rescheduled visit.

   • Canceling a Scheduled Visit: Clients must notify us at least one day prior to the scheduled visit via call, text, email, or client portal to avoid being charged for the skipped visit.

6. Pausing/Canceling/Resuming Limits

   • A client may pause or cancel/resume service three times per calendar year without penalty. Any additional pause or reactivation requests will incur a $25 fee.

 

4. Billing and Payment

1. Recurring Service and Billing Cycle

   • Service is recurring, renewing automatically until canceled.

   • We bill per visit, charging on the first of each month for the previous month’s visits (post-pay).

   • A valid card on file is required for recurring services.

2. Accepted Payment Methods

   • We accept all major credit and debit cards.

   • We do not accept cash or checks for recurring services. Cash, check, or card is accepted for one-time visits.

3. Late Payments

   • Unpaid invoices after 30 days result in suspended service until payment is made.

   • After 60 days, a $10 per-month late fee (starting at 30 days overdue) will be added to the invoice.

4. No Contracts, No Prepayment

   • We do not require contracts or allow prepayment for future services. You may cancel any time following our cancellation policy.

5. Billing Questions

   • Please direct all billing inquiries to Doo Away. We will do our best to accommodate special circumstances.

 

5. Communication and Privacy

1. Text Notifications

   • Automated text notifications are sent 5–20 minutes before our arrival.

   • Clients must opt in to receive texts; they may opt out at any time by replying “STOP.”

   • Additional recipients can be added to receive notifications.

2. Privacy and Data Protection

   • We will never sell your data.

   • Credit card information is securely managed by our billing partner, Sweep&Go, and merchant, Stripe. We only see the last four digits, the name on the card, and the expiration date.

3. Employee Identification

   • All employees have passed background and driving history checks.

   • All employees wear company branded uniforms to make identification easy.

 

6. Satisfaction Guarantee

• We offer a 100% satisfaction guarantee. If you’re not satisfied with our service, we will provide a refund and do our best to resolve any issues you may have.

Please contact us directly if you have any questions or need further clarification. We appreciate your cooperation in helping us provide the best possible service.

 

Doo Away