Scoop Hero Terms and Conditions

Scoop Hero Terms of Service

Effective date: August 13, 2026.

These Terms of Service ("Terms") are an agreement between you ("you," "Client") and Scoop Hero, LLC ("Scoop Hero," "we," "us"), a pet waste removal service based in Lakeland, Florida. By requesting a quote, scheduling service, checking the acceptance box at checkout, or allowing our technicians onto your property, you agree to these Terms.

1. Our Services

Scoop Hero provides residential and commercial pet waste removal on a recurring or one-time basis in Lakeland and surrounding Polk County communities. Recurring service continues automatically until canceled by you or by us as described in Section 12. There are no long-term contracts — you may cancel any time before your next billing cycle.

2. Quotes, Pricing, and the First Visit

Quotes are based on the information you provide (number of dogs, yard size, time since the last full cleanup). While quotes are generally accurate, final pricing is confirmed following a comprehensive yard inspection during the initial visit. If the actual conditions differ from what was described — for example, more dogs than reported, significantly more waste buildup than described, or a larger service area than indicated — we reserve the right to adjust the price. However, any price adjustment will be communicated to you, and agreed with you, before any service is performed at the higher rate. We will never charge you an increased rate without speaking with you first.

First visit / initial cleanup ("Day-One Deep Rescue"). Unless your yard is already on regular weekly upkeep, your first visit is a one-time deep cleanup billed at $98 for the first 60 minutes. If heavy buildup requires more time, additional time is billed at $75 per hour — and we will quote you the expected total before the extra work begins, never after.

3. Scheduling, Routes, and Service Days

Service days are assigned by geography and established routes, not chosen by the Client. This is how we keep prices low. We cannot guarantee a specific arrival time; routes run from approximately sunrise to dusk.
You do not need to be home. We send an on-the-way text before arrival and a completion notice — including a photo of your closed gate — after every visit.
We may occasionally reschedule or shift service days at our discretion (route changes, holidays, weather). We will communicate changes in advance whenever possible.
Observed holidays: Visits falling on an observed holiday are made up with a double service on the next scheduled visit; your regular billing continues, since the next visit covers the accumulated waste.

4. Billing and Payment

At the time of service acceptance, a valid debit or credit card must be submitted for payment processing. By providing this payment information, you consent to the secure storage of the payment method with our payment processor and to its charging for all services rendered under this agreement.
Recurring plans are billed in advance every 4 weeks. Payment in advance is how we hold your route spot and keep prices down.
Payment must be received before services are performed. If a charge fails, we will notify you; failure to make payment will result in removal from the service schedule, and your route spot may be released.
Service pauses and initial cleaning fees: clients who choose to pause or cancel services for any reason may incur a new initial cleaning fee (Section 2) before resuming recurring service, because waste accumulates while service is stopped.
Guest dogs and added pets: pricing is based on the number of dogs on your account. Please tell us about long-term guest dogs or new pets so we can quote the adjustment; we may adjust pricing after notice if the yard consistently reflects more dogs than the plan covers.
Prepaid plans (quarterly/annual): you are never locked in — if you cancel a prepaid plan, we refund every unused service credit. Because canceling early ends the prepay discount, the refund is calculated as: amount paid, minus cycles already used priced at the standard non-discounted rate. Example: prepay $1,158.30 for 13 cycles, cancel after 5 → refund equals $1,158.30 minus 5 × $99.00 = $663.30. Full prepaid amounts are refunded if we close the business or in the event of the passing of your pet.
Price changes for existing customers take effect only after at least 30 days' written notice.

5. Property Access — Your Two Jobs

Clients are responsible for ensuring yard access and securing pets to facilitate safe and efficient service. Your responsibilities are simple: keep the account in good standing, and make sure we can safely access the yard on your service day.

Gates must be unlocked and passable on your service day (or provide us a gate code/lock combination, stored securely on your account). Our technicians do not climb or jump fences, ever.
If we arrive and cannot access the yard (locked gate, blocked entry, obstruction), the technician will knock, attempt to call and text you, and wait a reasonable time. If we still cannot enter, the visit is skipped and billed in full, and the following visit will be a double cleanup at no extra charge. Repeated access failures may result in termination under Section 12.
Please keep the service area reasonably clear of hazards: hoses, tools, toys, glass, and debris. We are not responsible for damage to items left in the yard that are not visible in normal working conditions.

6. Pets, Animal Safety, and Bites

Friendly pets are welcome to be in the yard during service if you are comfortable with it. Dogs that are aggressive, protective, anxious around strangers, or unknown to us must be secured indoors or away from the service area during your service window. Our on-the-way text exists so you can bring pets in.
If a technician arrives and reasonably determines a loose animal makes the yard unsafe, the visit is skipped and billed in full, and the next visit is a double cleanup.
If a technician is bitten, charged, or injured by an animal on the property: the yard is left as-is and the visit is considered rendered; the Client is responsible for the technician's medical expenses and related costs (Florida law, Fla. Stat. § 767.04, holds dog owners liable for bites to persons lawfully on their property); the incident may be reported to Polk County Animal Control where required; and the account is converted to "text-to-confirm" — no technician enters until you confirm pets are secured for each future visit.
Florida law requires dogs to be currently vaccinated against rabies. By accepting service you confirm your pets' rabies vaccinations are current.

7. Technician Safety and Humane Animal Deterrents

Our technicians work alone inside fenced yards where dogs are often present, and their safety is a condition of service.

What we carry. Technicians may carry humane, non-toxic animal deterrents on your property, including a citronella-based animal deterrent spray (such as PetSafe SprayShield®) and a compact air horn. These tools are designed to startle and interrupt an approaching animal without causing injury. They are the same class of deterrent carried by U.S. Postal Service letter carriers, whose proper use is not objected to by the Humane Society of the United States or the American Kennel Club.
When they are used. Only as a last resort: when a technician reasonably believes an animal poses an imminent threat to their safety and safe retreat is not possible. Deterrents are never used on a secured, friendly, or non-threatening pet, and never for training, convenience, or discipline.
What happens after. If a deterrent is ever used, we will notify you the same day, document the incident, and set up a plan with you so it does not happen again.
Your consent. By accepting service, you consent to our technicians carrying these deterrents onto your property and to their defensive use as described above, and you agree that Scoop Hero is not liable for a pet's temporary reaction (startle or brief discomfort) resulting from their proper defensive use. The surest way to guarantee they are never needed is to secure your dogs during your service window.

8. Yard Conditions We Cannot Control

Overgrown grass. Overgrown grass makes it unsafe for our technicians to scoop — it hides waste, hazards, and, in Florida, snakes. If the grass is too overgrown to service safely (generally above ankle height), we will skip the yard that week and the visit is still billed in full. We will notify you so the lawn can be mowed before your next visit, and that next visit will be a full cleanup.
Similarly, heavy leaf cover, snow, mud, or standing water can make it impossible to locate all pet waste. We will do our best under the conditions present, but visits under such conditions are billed in full with no refunds, credits, or discounts.
Rock and gravel areas are raked and hand-picked to the extent practical; complete removal from loose substrate is not always possible.
Trampolines, sheds, and structures: we scoop as far as tools safely reach. Technicians do not move structures or crawl underneath them.
Waste on concrete, pavers, or decking is removed and the area rinsed; permanent staining may remain. We remove waste — we do not pressure-wash it away.
Artificial turf: we remove solid waste and can apply deodorizing treatment, but we do not promise elimination of urine odor from artificial turf.
Waste disposal: we do not haul waste off-site. All collected waste is double-bagged and placed in your outdoor trash receptacle. If the bin is not accessible, waste is double-bagged and left near the gate. Please make sure your trash can is reachable on service days.

9. Deodorizing, Sanitizing, and Add-On Treatments

Add-on yard treatments (including Zero-Odor Zone™ and Pup Protect™ applications) use products applied per their EPA label directions and are pet-safe when used as directed. Where a product label recommends it, keep pets off treated areas until dry.
These treatments help reduce odor and bacteria buildup on outdoor surfaces. Grass, soil, and porous outdoor surfaces cannot be truly "disinfected" or "sterilized," and no treatment prevents disease; we make no guarantee of elimination of any odor, bacteria, virus, or parasite. Treatments are not a substitute for veterinary care or for vaccinating your pets.
If a treatment requires use of your outdoor water spigot or hose, you authorize that use. We are not responsible for failure of aging or already-damaged spigots, hoses, or fittings.
Fleas, ticks, and pest infestations require a licensed pest control operator; we do not treat pests and may pause service in an infested yard until it is treated.
Courtesy observations (for example, a note that your dog's stool looks loose) are offered in good faith and are not veterinary advice.

10. Our Guarantees

(a) 24-Hour Revisit. If you are not satisfied with any visit, tell us within 24 hours and we will return within a reasonable time to make it right.
(b) Missed-Pile Fix. Spot a missed pile within 24 hours of service? Text us a photo and we will correct it on a free return visit or at your next visit, at your preference.

Guarantees apply to work we performed and areas we could access; they do not apply to visits skipped for access, safety, or yard-condition reasons under Sections 5, 6, and 8.

11. Weather, Holidays, and Events Beyond Our Control

Our services are performed in most weather conditions, including light rain. If weather or road conditions become unsafe, services will be paused until conditions return to a safe status, and affected clients will be notified as soon as possible. When we are unable to provide service due to unsafe conditions, we will perform a double service the following week. Clients are still charged in full for the billing period, as the total volume of pet waste and the time required for cleaning remain consistent — the make-up visit covers everything that accumulated.

The Client may remain subject to charge during service interruptions due to, but not limited to: snow, rain, heat, strong winds, hurricanes, extreme temperatures, acts of governmental authorities, or any other acts of God or circumstances beyond the reasonable control of the service provider. We observe certain holidays, which are communicated to clients (see Section 3); the Client's recurring fee includes these observed holidays, and any service interruptions are addressed with a make-up double service. During a declared state of emergency, service resumes as soon as conditions safely allow.

12. Suspending or Ending Service

You may cancel recurring service at any time, effective before your next billing cycle, by text or call to 863-202-1144 or email to [email protected]. Prepaid plans are refunded per Section 4.
Pausing and restarting: accounts paused or canceled for 2 weeks or more may require a new initial cleanup at restart, because waste accumulates.
We reserve the right to decline, suspend, or terminate service to any Client at any time — including for repeated access failures, safety concerns, abusive conduct toward technicians, or nonpayment. If we terminate, we will refund any amounts paid for services not yet performed.

13. Photos, Recordings, and Communications

We photograph your closed gate (and, where relevant, service areas and before/after conditions) as proof of service. These photos are shared with you and retained on your account.
We will not use identifiable photos or video of your property, pets, or family in marketing without your permission. From time to time technicians may capture general service footage for training or marketing; identifiable footage of your property is used only with your consent.
Service communications: by providing your phone number and email, you agree to receive transactional, service-related communications — scheduling notices, on-the-way and completion texts, gate photos, billing and account notices — by call, text, or email. Message and data rates may apply; reply STOP to opt out of texts (note that opting out of service texts may limit features like arrival alerts and gate photos).
Marketing messages are separate. We send marketing texts or emails only if you separately opt in, and you can unsubscribe at any time. Providing your number for service does not sign you up for marketing.

14. Liability

We are insured. If our technician damages your property through negligence, tell us within 48 hours and we will investigate.
We are not responsible for: pre-existing damage or wear to gates, latches, fences, or spigots; damage arising from conditions under Section 8; pets escaping through gates or fences we did not leave open (our gate photo documents each visit's closure); or indirect, incidental, or consequential damages.

15. Disputes, Governing Law, and Arbitration

These Terms are governed by Florida law. Venue for any permitted court proceeding is Polk County, Florida.
Let's talk first: contact us and we will try to resolve any dispute directly. If that fails, the parties agree to mediation before a mutually agreed mediator, and if mediation fails, to binding arbitration administered under the rules of the American Arbitration Association. Judgment on the award may be entered in any court of competent jurisdiction.
Small-claims carve-out: either party may instead bring an individual claim in Polk County small claims court.
Jury waiver: both parties waive trial by jury in any proceeding arising out of these Terms.
Collections: the Client agrees to pay reasonable collection costs, court costs, and attorney's fees we incur collecting amounts due.

16. Changes to These Terms; Contact

We may update these Terms from time to time. Questions? Contact Scoop Hero at 863-202-1144 or [email protected], Lakeland, FL.