Terms of Service

Last Updated: 04/10/25

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. This ensures everything is confirmed and your service starts smoothly, without disrupting future billing cycles.
  • Initial Clean Policy: Weekly and twice-weekly subscriptions include a complimentary initial clean. For fortnightly and monthly subscriptions, an initial one-off clean is required before the subscription begins. This one-off clean will be charged at our standard one-off rates.
  • Initial and One-Off Clean Duration Policy: All prices quoted for initial or one-off cleans cover up to two hours of labour. Should the clean require additional time beyond this, extra labour will be billed at £60 per hour, charged in 15-minute increments.
  • Cancellation Policy for New Subscribers: Our free initial clean is included on the understanding that you’ll remain subscribed for at least one full paid month. The standard cancellation option of one week’s notice becomes available once your first full monthly payment has been processed. After this point, you may cancel at any time by giving at least 7 days’ notice, and your service will end at the close of your current billing period.
  • ‍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 require a 50% upfront payment to secure your booking. The remaining 50% is due on the day of service, payable once work has been completed. If the balance is not settled on the same day, payment must be received 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 5th 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. Promotions & vouchers

Scooper Heroes offers clients simple, straightforward ways to save.

Free Initial Clean-Up

‍The Free Initial Clean-Up offer applies exclusively to customers subscribing to a weekly or twice-weekly service plan. This offer is valid only for standard gardens in fair condition. Heavily soiled gardens may be subject to an additional surcharge.

Seasonal Promotions

‍From time to time, Scooper Heroes may issue promotional codes (e.g. WINTER25). Such promotions are valid only for the period stated and cannot be used in conjunction with other first-visit offers. Unless otherwise specified, seasonal promotions apply only to weekly or twice-weekly subscriptions.

Refer a Friend

‍A £25 credit will be applied to the referring customer once their friend has completed their first paid visit. The friend’s £25 credit will be applied against their second month’s subscription or one-off service.

Refer a Neighbour

‍A £25 credit and 10% discount on their next month's subscription will be applied to the referring customer once their neighbour has completed their first paid visit, provided both customers maintain an active subscription. The neighbour’s £25 credit will be applied against their second month’s subscription.

Upfront Payment Discounts

‍Discounts for upfront payment are available only on 3-month and 6-month prepaid subscription plans. Discounts are applied at the time of invoicing. All upfront payments are non-refundable once paid.

'Gift a Clean' Vouchers

‍Gift a Clean vouchers are valid for one standard dog waste clean-up at a residential property within our service area. Only one voucher may be redeemed per household, and it must be used within three months of the issue date. Vouchers cannot be exchanged for cash or used in conjunction with any other promotion. If garden access is blocked or unsafe, we reserve the right to rearrange the visit.

6. 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.

7. 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, fallen fruit, or excessive litter. 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.

Fair usage policy

Our subscription services are designed for routine, manageable clean-ups.

A standard visit should not exceed 30 minutes. If your chosen service frequency leads to visits that regularly take longer than this, we may ask you to increase the frequency of your subscription (for example, from fortnightly to weekly).

If a suitable adjustment cannot be agreed, we reserve the right to cancel your subscription and, if needed, recommend a one-off clean before continuing regular visits.

8. Additional Fees

Certain tasks and situations may require additional charges:

  • Deep cleans of decks, patios, or pavements: from £50/visit
  • Cleaning rock/pebble/gravel areas: from £15/visit
  • Waiting time (e.g., for access): £10 for every 10 minutes our technician is kept waiting.
  • Return visit requests: £20

9. 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 your pet's waste to be removed from your property entirely, please let us know ahead of your scheduled visit so we can make the necessary arrangements (additional charges may apply).

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

Additional Pet Waste Removal (Customer-Bagged Waste)

If you’d like us to take away pet waste that you’ve already collected and bagged yourself, in addition to what we gather during your scheduled service, the following conditions apply:

  • Bagging: All pet waste must be securely bagged. If lightweight or thin bags are used, the waste should be double-bagged to reduce the risk of splitting.
  • Clean Exterior: The outside of all bags must be clean and free from any visible contamination.
  • Storage: Bagged pet waste must be kept dry and stored in a sealed container, bin, or sheltered area to prevent the bags from degrading before collection.
  • Contents: Bags must contain pet waste only. No other materials (e.g. household rubbish, plastics, packaging, or general waste) may be included.

We reserve the right to refuse collection of any bag that does not meet these conditions, without liability.

Our aim is to keep things simple, safe, and hygienic for everyone.

10. 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.

11. 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.

12. 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!

Terms of Service

Last Updated: 17/09/25

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. This ensures everything is confirmed and your service starts smoothly, without disrupting future billing cycles.
  • Initial Clean Policy: Weekly and twice-weekly subscriptions include a complimentary initial clean. For fortnightly and monthly subscriptions, an initial one-off clean is required before the subscription begins. This one-off clean will be charged at our standard one-off rates.
  • Cancellation Policy for New Subscribers: Our free initial clean is included on the understanding that you’ll remain subscribed for at least one full paid month. The standard cancellation option of one week’s notice becomes available once your first full monthly payment has been processed. After this point, you may cancel at any time by giving at least 7 days’ notice, and your service will end at the close of your current billing period.
  • ‍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 require a 50% upfront payment to secure your booking. The remaining 50% is due on the day of service, payable once work has been completed. If the balance is not settled on the same day, payment must be received 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 5th 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. Promotions & vouchers

Scooper Heroes offers clients simple, straightforward ways to save.

Free Initial Clean-Up

‍The Free Initial Clean-Up offer applies exclusively to customers subscribing to a weekly or twice-weekly service plan. This offer is valid only for standard gardens in fair condition. Heavily soiled gardens may be subject to an additional surcharge.

Seasonal Promotions

‍From time to time, Scooper Heroes may issue promotional codes (e.g. WINTER25). Such promotions are valid only for the period stated and cannot be used in conjunction with other first-visit offers. Unless otherwise specified, seasonal promotions apply only to weekly or twice-weekly subscriptions.

Refer a Friend

‍A £25 credit will be applied to the referring customer once their friend has completed their first paid visit. The friend’s £25 credit will be applied against their second month’s subscription or one-off service.

Refer a Neighbour

‍A £25 credit and 10% discount on their next month's subscription will be applied to the referring customer once their neighbour has completed their first paid visit, provided both customers maintain an active subscription. The neighbour’s £25 credit will be applied against their second month’s subscription.

Upfront Payment Discounts

‍Discounts for upfront payment are available only on 3-month and 6-month prepaid subscription plans. Discounts are applied at the time of invoicing. All upfront payments are non-refundable once paid.

'Gift a Clean' Vouchers

‍Gift a Clean vouchers are valid for one standard dog waste clean-up at a residential property within our service area. Only one voucher may be redeemed per household, and it must be used within three months of the issue date. Vouchers cannot be exchanged for cash or used in conjunction with any other promotion. If garden access is blocked or unsafe, we reserve the right to rearrange the visit.

6. 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.

7. 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, fallen fruit, or excessive litter. 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.

Fair usage policy

Our subscription services are designed for routine, manageable clean-ups.

A standard visit should not exceed 30 minutes. If your chosen service frequency leads to visits that regularly take longer than this, we may ask you to increase the frequency of your subscription (for example, from fortnightly to weekly).

If a suitable adjustment cannot be agreed, we reserve the right to cancel your subscription and, if needed, recommend a one-off clean before continuing regular visits.

8. Additional Fees

Certain tasks and situations may require additional charges:

  • Deep cleans of decks, patios, or pavements: from £50/visit
  • Cleaning rock/pebble/gravel areas: from £15/visit
  • Waiting time (e.g., for access): £10 for every 10 minutes our technician is kept waiting.
  • Return visit requests: £20

9. 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 your pet's waste to be removed from your property entirely, please let us know ahead of your scheduled visit so we can make the necessary arrangements (additional charges may apply).

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

Additional Pet Waste Removal (Customer-Bagged Waste)

If you’d like us to take away pet waste that you’ve already collected and bagged yourself, in addition to what we gather during your scheduled service, the following conditions apply:

  • Bagging: All pet waste must be securely bagged. If lightweight or thin bags are used, the waste should be double-bagged to reduce the risk of splitting.
  • Clean Exterior: The outside of all bags must be clean and free from any visible contamination.
  • Storage: Bagged pet waste must be kept dry and stored in a sealed container, bin, or sheltered area to prevent the bags from degrading before collection.
  • Contents: Bags must contain pet waste only. No other materials (e.g. household rubbish, plastics, packaging, or general waste) may be included.

We reserve the right to refuse collection of any bag that does not meet these conditions, without liability.

Our aim is to keep things simple, safe, and hygienic for everyone.

10. 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.

11. 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.

12. 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!

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