Terms of Service

Last Updated: 12/08/2026

Welcome to Scooper Heroes! 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 local business offering professional dog waste removal services for residential and commercial properties. By hiring us, you agree to abide by the following terms.

Service Options

We provide:

• One-Off Clean-Ups
• Twice-Weekly, Weekly, Fortnightly and Monthly Visits

Our standard prices apply to areas of up to 500 square metres (5,382 square feet). Larger areas may incur an additional charge.

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. Subscriptions, Billing & Payments

Our subscription services operate on a four-weekly prepaid basis.

• Four-Weekly Billing (Subscriptions): Subscription payments are collected every four weeks in advance on your scheduled billing date. Your subscription reserves your regular place in our service schedule. If a payment fails, services may be paused until payment has been successfully collected. If you cancel your subscription in accordance with our cancellation policy, no further payments will be taken after your current billing period ends.
• Initial Payment (For New Subscribers): To secure your place on our route, your first four-weekly subscription payment must be made in advance, prior to your initial clean. This applies even when the initial clean is offered free of charge. Your four-weekly billing cycle will begin from the agreed start date and subsequent payments will be collected every four weeks.
• 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 an hour of labour. Should the clean require additional time beyond this, extra labour will be billed at £100 per hour, charged in 15-minute increments.
• Returning Subscribers: If more than 30 days have passed since your last service, an initial clean fee may apply before your subscription restarts.
• One-Off Clean-Ups: 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 that remain unpaid for more than 30 days may be referred for debt recovery.
• Failed or Late Payments: If a subscription payment fails, we'll let you know and may pause your service until payment has been successfully collected. Your regular service slot cannot be guaranteed while your subscription remains unpaid.

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.

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.

The following terms apply to our prepaid subscription plans:

1. Upfront Payment: Payment for 3- or 6-month subscriptions must be made in full at the time of purchase.
2. Refunds: Payments for prepaid subscriptions aren't normally refundable if you choose to cancel before the end of your prepaid term. This doesn't affect any refund or cancellation rights you may have under applicable consumer law.
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.

3. Cancellations

New Subscribers

If you receive an included initial clean as part of your subscription, you agree to remain subscribed for a minimum of three four-weekly billing periods. After this minimum period, you may cancel your subscription at any time by giving us at least 7 days' notice before your next scheduled payment.

Ending Your Subscription

Your service will continue until the end of the billing period you've already paid for, after which no further payments will be taken.

4. Customer Holidays & Missed Visits

Subscription services reserve a regular place in our service schedule and continue to be billed as normal during customer holidays or other temporary absences.

If you let us know that your dogs will be away and a scheduled visit isn't required, we'll skip that visit and resume your normal service when you return. Missed visits due to customer holidays or absences aren't refunded, credited or carried forward.

If you'll be away for an extended period and would prefer to stop your subscription, you're welcome to cancel in accordance with our cancellation terms. Your regular service slot and any legacy or preferential pricing will no longer be guaranteed. If you subsequently restart, service will be subject to availability and charged at the prices applicable at that time.

5. 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 we're unable to complete your scheduled visit because access hasn't been provided, the visit will remain chargeable. If you ask us to return before your next scheduled visit, a £20 return-visit fee will apply. Return visits are subject to availability.

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, 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.

7. 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.

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 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.

Annual haulage policy

Our optional annual waste haulage service allows us to remove pet waste collected during your scheduled clean-ups for a single prepaid yearly fee. The annual haulage fee isn't normally refundable if you choose to cancel the service during the 12-month period, except where you're entitled to a refund under applicable consumer law. The haulage add-on is only available to active subscription clients and applies solely to waste collected by Scooper Heroes during regular visits.

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.

9. 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 we're kept waiting.
• Return visits following unsuccessful access: £20

10. Promotions & vouchers

Scooper Heroes offers clients simple, straightforward ways to save.

Initial clean included

An initial clean is included with weekly and twice-weekly subscriptions, subject to a minimum commitment of three four-weekly billing periods. This applies to standard gardens in fair condition. Heavily soiled gardens may require an additional charge, which will be agreed with you before work begins.

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. Payments for prepaid subscription plans aren't normally refundable if you choose to cancel before the end of the prepaid term. This doesn't affect your statutory rights.

'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.

General promotion terms

Unless otherwise stated, promotions cannot be used together or combined with other offers. Promotional offers may be subject to specific eligibility criteria, qualifying services, availability and additional terms communicated at the time of the offer. We may withdraw or amend a promotion for future customers at any time, but this won't affect a promotion already agreed with an existing customer.

11. Bank Holidays & christmas closure

We don't provide services on the following bank holidays and closure dates:

• 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. Four-weekly subscription billing continues as normal during this period.

12. Changes to these terms

We may update these Terms of Service from time to time to reflect changes to our services, business practices, legal or regulatory requirements, or other reasonable operational needs.

Minor administrative or clarifying changes may take effect when the updated terms are published on our website.

If we make a material change that affects your subscription, pricing, service or rights, we'll give you reasonable notice before the change takes effect. Where appropriate, you'll have the opportunity to cancel your subscription before the change takes effect.

13. Questions & Concerns

If you have any questions or concerns about these terms or your service, please contact us at policies@scooperheroes.co.uk.