Terms of Service
Customer Service Agreement and Terms of Service
Scoop, Scoop, and Away LLC
Effective Date: October 2026
Contact: info@scoopscoopandaway.com
Phone: (608) 225-7332
1. Service Agreement and Scope
These Terms of Service govern pet waste removal and related services provided by Scoop, Scoop, and Away LLC.
Your accepted quote establishes the agreed services, pricing, service frequency, and applicable service area. Service is performed according to our regular route schedule, subject to weather, access, safety, and other operating conditions.
We make a thorough, reasonable effort to remove visible and safely accessible pet waste during scheduled visits. Complete removal of waste concealed by environmental conditions cannot be guaranteed.
By approving a quote containing or accompanied by these terms, you agree to the applicable service conditions.
2. Pricing and Payments
Recurring Services: Pricing is determined by the number of dogs, property size, service frequency, and agreed service scope. Your accepted quote establishes the recurring visit rate.
One-Time Services: One-time cleanups are billed according to the minimum charge, hourly rate, fixed price, or other pricing arrangement identified in the accepted quote.
Arrival and Attempted Visits: Our charges are based on scheduled visits rather than the quantity of waste removed. Once we arrive at the property for an authorized visit or attempt access or service, the full agreed visit charge applies, even if no waste is found or conditions prevent some or all cleanup. For hourly one-time services, the agreed minimum applies unless otherwise stated in the quote.
Unexpected Yard Conditions: Quotes are based on the information supplied by the customer. Some conditions, including concealed or excessive waste, may only become apparent during service.
If conditions are clearly unsafe or substantially beyond the agreed scope, we may decline to begin cleanup. If unexpected conditions are discovered after work begins, we may stop at that point.
We will attempt to contact you by phone or text and allow a reasonable opportunity to respond before continuing our route. Any additional charges not already expressly authorized in the accepted quote require your approval. If approval cannot be obtained, we may end the visit and continue our route. The originally agreed visit charge remains payable.
Payment Method: A valid card on file is required before service begins. Charges for billable visits, attempted visits, and applicable cancellations are processed using the authorized payment method.
Outstanding Balances: Service may be suspended for unpaid balances or an invalid payment method. We may allow limited additional visits as a courtesy, but this is not guaranteed.
Billing Errors and Refunds: Billing errors will be corrected. Properly incurred visit and cancellation charges remain payable, subject to applicable law. Unearned prepaid amounts will be refunded after applying any outstanding agreed charges.
3. Initial Cleaning and Discount Policy
New Recurring Customers: An initial-cleanup adjustment may apply when the yard has not been thoroughly cleaned in over one month, depending on actual yard conditions and accumulation.
For quoting purposes, we use the following time-since-cleanup categories:
Current / Up to Date
1–2 Weeks
3–4 Weeks
Over 1 Month
Over 3 Months
Over 6 Months
Over 1 Year
The first three categories do not carry an additional initial-cleanup charge based solely on time since the last cleaning.
For longer intervals, applicable adjustments depend on the actual amount of waste, whether the yard continued to be used, and other relevant conditions. Adjustments follow the pricing and approval process in Section 2.
These initial-cleanup rules apply to new recurring service. One-time cleanups follow the separate pricing established in the accepted quote.
Discounted Initial Cleanups: When an initial-cleanup discount is expressly included in a weekly or every-other-week service quote, the customer agrees to complete the initial visit plus three subsequent paid recurring visits.
If the customer voluntarily cancels before completing this commitment, the previously disclosed initial-cleanup discount may be recovered, up to the amount of the discount originally provided. This condition applies only when the discount and commitment were disclosed and accepted.
Company-canceled weather visits do not count as completed visits and do not cause the discount to be forfeited.
4. Customer Responsibilities and Property Access
Customers agree to:
Provide accurate information about the number of dogs, yard conditions, and service areas.
Keep gates unlocked or provide functioning access codes.
Secure dogs away from the service area before our arrival.
Maintain reasonably safe and accessible yard conditions.
Notify us of hazards, access restrictions, or material changes affecting service.
Winter Gate Access: We carry shovels and can generally manage minor amounts of loose snow around gates. Customers are not required to clear gates after every ordinary snowfall.
Substantial snowbanks, frozen gates, plow-created obstructions, or other conditions requiring significant snow removal remain the customer's responsibility.
We will not force gates, climb fences, or risk injury or property damage to gain access.
If we arrive or attempt a scheduled visit and access is unavailable, the full agreed visit charge applies.
5. Scheduling, Weather, and Cancellations
Year-Round Operations: We provide service throughout the year when conditions allow safe operation. Visit times and route order may vary.
Company Weather Cancellations: If we cancel a scheduled visit because of weather without arriving at the property or attempting service, no charge applies. This includes cancellations made after an on-the-way notification but before arrival.
Arrived or Attempted Visits: Once we arrive or attempt service, the full agreed visit charge applies, including when snow, ice, weather-related concealment, or other conditions prevent waste removal.
Weather-Related Accumulation: Customers who remain continuously enrolled in recurring service will not be charged additional initial-cleanup, restart, or accumulation fees for waste resulting from our weather cancellations or remaining concealed by weather conditions.
This protection applies even when several scheduled visits are missed or several weeks of accumulated waste become accessible at once. Such waste will be addressed during subsequent regularly scheduled visits at the agreed recurring rate.
Rescheduling: Weather-related interruptions do not automatically create additional makeup visits. Service ordinarily resumes on the next regularly scheduled visit when conditions permit. Separate appointments may be arranged when available and agreed upon.
Customer-Requested Cancellations: Cancellation requests must be received before we send the immediate on-the-way notification or begin traveling to the property, whichever occurs first, to avoid a late-cancellation charge.
The immediate on-the-way notification indicates that your property is next on our route and may be sent before travel from the preceding stop begins. General morning and day-before reminders do not establish this cutoff.
Customer-requested cancellations received after the cutoff are subject to the full agreed visit charge. We may waive this charge at our discretion before arrival.
Once we arrive or attempt the scheduled visit, the full agreed visit charge applies.
For one-time services priced by time, the agreed minimum visit charge applies unless a different late-cancellation amount is expressly stated in the accepted quote.
6. Safety and Liability
Pet and Worker Safety: Dogs must be secured away from the service area. We may decline or discontinue service when dogs, property hazards, weather-related conditions, or other circumstances create safety concerns.
Property Protection: We take reasonable care while accessing and servicing property. We are not responsible for damage or defects that existed before our visit and that we did not cause or worsen.
Service Limitations: We do not guarantee the removal of waste that cannot reasonably be seen, reached, or removed safely.
Liability: To the extent permitted by applicable law, monetary recovery for an ordinary claim concerning incomplete or unsatisfactory pet waste removal is limited to the amount paid for the affected visit or $100, whichever is less.
This limitation does not exclude liability for personal injury or property damage caused by our negligence, reckless or intentional misconduct, or other rights and remedies that cannot lawfully be limited.
7. Customer Communication and Notifications
We communicate through phone, email, and text regarding quotes, scheduling, arrival notifications, service changes, payments, and customer concerns.
Customers are responsible for maintaining accurate contact information.
Automated reminders and notifications are provided as a convenience. We cannot guarantee successful or timely delivery of every message.
The cancellation cutoff described in Section 5 applies according to when an immediate on-the-way notification is sent or travel begins.
Promotional text messages require any separate consent required by applicable law and are not a condition of purchasing service. Customers may opt out of promotional communications through the available instructions or by contacting us.
Customer information is handled according to our Privacy Policy.
8. Waste Disposal and Yard Conditions
Waste Removal: Collected dog waste is bagged and hauled away as part of our standard pet waste removal service, unless a different arrangement is expressly agreed.
Concealed Waste: Leaves, vegetation, tall grass, landscaping debris, snow, ice, and other environmental conditions may conceal waste or make removal impractical.
Previously concealed waste will be addressed during subsequent regularly scheduled visits when it becomes visible and safely accessible.
Additional Work: Conditions materially beyond the agreed scope may require additional approval or service arrangements under Section 2. The weather-accumulation protection in Section 5 remains applicable to continuously enrolled recurring customers.
Our service does not include major snow removal, leaf removal, landscaping, or other property maintenance unless expressly quoted.
9. Bucket Service
When bucket service is included in an accepted quote:
Pickup frequency and pricing follow the agreed service arrangement.
Only dog waste may be placed in the designated container.
The lid must remain secured, and the container must be accessible.
Liners are replaced during completed pickups when applicable.
Company-provided containers remain the property of Scoop, Scoop, and Away LLC.
An arrived or attempted pickup is billed at the agreed visit rate, including when the container is empty, unavailable, or inaccessible.
Damage, misuse, or repeated access problems may result in suspension, termination, or separately authorized charges.
10. Pet Waste Station Installation
Pet waste station installations are performed according to the scope, materials, and pricing identified in the accepted quote.
The customer or authorized property representative is responsible for approving the installation location and identifying known privately owned underground utilities, irrigation systems, and other potential obstructions.
Required utility locate procedures must be completed before excavation. If unexpected underground conditions, unsuitable soil, or other complications prevent installation as quoted, work may be postponed or modified with customer approval. Additional charges require approval before the additional work proceeds.
Installation schedules may include multiple visits to allow concrete or other materials to set properly. Equipment and materials supplied by the customer must be suitable and available for installation.
Installation-specific arrangements are governed by the accepted quote and this section rather than the recurring pet waste removal scheduling provisions.
11. Offers, Discounts, and Referral Programs
Promotional offers and discounts apply only when eligibility and specific conditions are established.
Senior and Veteran Discounts: Qualifying customers may receive discounts on eligible recurring residential services. Eligibility and discount amounts are confirmed during onboarding.
Referral Program: An eligible customer may receive one free recurring visit after a qualifying referred customer completes their first paid service. The referral must be properly identified, and credits have no cash value.
Good Neighbor Program: Eligible nearby households may receive a discounted recurring rate when qualifying neighbors maintain active service. Eligibility depends on proximity and route practicality. Discounts remain in effect while the applicable participation conditions are met.
Unless an offer expressly states otherwise, promotions cannot be combined, transferred, redeemed for cash, or applied retroactively.
We may modify or discontinue promotional programs prospectively. Any changes affecting an existing agreed discount will be communicated before the change takes effect.
Misrepresentation or misuse may result in disqualification or termination of the applicable benefit.
12. Service Documentation
We may take photographs and maintain visit records documenting completed work, attempted visits, property access, yard conditions, or other matters relevant to service.
These records may be used internally to support customer communication, service review, and billing concerns.
Internal documentation does not authorize public promotional use of identifiable customer property without appropriate permission.
13. Service Quality and Customer Concerns
We strive to provide thorough, professional service. However, complete removal of every piece of waste cannot be guaranteed because visibility and environmental conditions vary.
Customers are encouraged to report service concerns promptly, preferably within 24 hours when practical.
We will review reported concerns using available information and determine an appropriate response, which may include clarification, corrective service, or a billing adjustment when warranted.
Reports submitted after 24 hours are not automatically excluded from review.
Concealed waste that becomes visible later is addressed under Section 8 and does not automatically establish that the previous visit was performed improperly.
14. Service Changes, Pauses, and Termination
Customer Changes: Customers may request changes, pauses, or cancellations by phone, text, or email, subject to the cancellation policy in Section 5.
Seasonal Pauses: Customers may voluntarily pause recurring service without a separate administrative pause fee.
If service resumes after more than one month, an initial-cleanup adjustment may apply depending on actual accumulated waste, continued yard use, and maintenance during the interruption.
Any applicable additional charge must be approved under Section 2.
A voluntary pause does not guarantee the previous service day, route availability, or pricing when service resumes.
Company Weather Interruptions: Company-canceled weather visits do not constitute a voluntary pause and do not trigger a restart or accumulation charge.
Suspension or Termination: We may suspend or terminate service for nonpayment, repeated access problems, unsecured or aggressive pets, unsafe conditions, material misrepresentation, threatening conduct, or conditions that cannot reasonably be resolved within the agreed service scope.
Charges properly incurred before termination remain payable. Unearned prepaid funds will be handled according to Section 2.
15. Dispute Resolution
Customers are encouraged to contact us directly with service or billing concerns so we can attempt to resolve them promptly and fairly.
Nothing in this section prevents either party from exercising rights or remedies available under applicable law.
16. Governing Law
This agreement is governed by the laws of Wisconsin.
Any legal proceeding concerning this agreement will be brought before a Wisconsin court with appropriate jurisdiction, subject to applicable law.
If any provision is found unenforceable, the remaining provisions remain effective to the extent permitted by law.
17. Agreement Confirmation and Updates
By approving a quote containing or accompanied by these Terms of Service, the customer acknowledges receipt of the agreement and accepts the applicable services, pricing, payment authorization, and service conditions.
A request for information or an unapproved quote does not independently authorize paid service.
Material changes to these terms or agreed pricing will be communicated before they become effective. Any additional acceptance required by applicable law will be obtained.
The shorter Service Policies page on our website provides a general overview and does not replace this complete agreement.
For questions, contact:
Scoop, Scoop, and Away LLC
info@scoopscoopandaway.com
(608) 225-7332