Service Guidelines
Understanding Our Process:
A Guide to Effortless Service
Welcome to our Service Guidelines page, where clarity meets convenience. At ScoopHeroes, we believe that understanding the ins and outs of our service operations is key to ensuring a seamless and enjoyable experience for you and your furry friends. This guide is designed to walk you through each step of our process, from scheduling your first service to understanding billing, special considerations for your yard, and how we handle the unexpected like weather changes or locked gates.
We're committed to transparency and customer satisfaction, and we've found that a little knowledge goes a long way in creating smooth, efficient service experiences. Whether you're a new customer getting to know us or a returning client looking for a refresher, this page will provide you with all the details you need to make the most of our services. Let's dive in and ensure that your yard remains a clean, safe, and happy place for everyone.
Terms
Scheduling
ScoopHeroes operates off of an efficient routing system. Very similar to how garbage and waste management services work. Our system will determine the best day for service to be performed based on your address and other determining factors.
Billing
ScoopHeroes scooping services are billed 12-24 hours after each service has been completed. ScoopHeroes requires a valid credit card on file and accepts Visa, MasterCard, Discover and American Express. All estimates, appointments and invoices can be managed from the client portal.
Waste Accumulation Fee
A waste accumulation fee of $32 is added on all initial and/or paused scoops and covers up to one hour of scooping. If the waste accumulation requires more than one hour of scooping, we will charge $8 for every 15 minutes after the initial hour. The accumulation fee is intended for excessive accumulation of pet waste over an extended period of time. Any routine scooping services that are paused or lapsed for extended periods of time can incur an accumulation fee.
Oversized Yard
Scooping larger yards can take more time. If the yard or area being serviced is "oversized", which typically means ½ acre or bigger, the staff from ScoopHeroes will make you aware and provide you with an oversized yard price.
Locked Property
If the assigned ScoopHeroes technician is not able to access the service area due to a locked gate and cannot otherwise access the service area, scheduled services will be postponed or canceled and a $5 trip fee will be incurred. ScoopHeroes will reschedule service on the next available date.
Aggressive Animals
We love dogs, but if the assigned ScoopHeroes technician is not able to safely scoop the service area due to an aggressive animal present, scheduled services will be postponed or canceled and a $5 trip fee will be incurred. ScoopHeroes will reschedule service on the next available date.
Inclement Weather
If inclement weather conditions are present on the day of service, ScoopHeroes reserves the right to delay or postpone scheduled services in an effort to keep all ScoopHeroes staff members safe. If such events occur, service will be rescheduled for a later time or adjusted accordingly.
Winter Scooping
We do our very best to keep scooping services going year round, but sometimes the winter weather can pose unmanageable conditions. If temperatures are in the single digits or below during hours of operation, we will postpone and reschedule any service appointments that were scheduled during that time. If snow accumulation is in excess of 1-2 inches, we will postpone and reschedule any services appointments scheduled during the time snow accumulation is present. If snow accumulation is present for four or more consecutive weeks, an accumulation fee may be incurred at the next scheduled service.
