Service Policies

How do I pay?

We have a client portal where payment is processed. If you did not onboard yourself through the quote button on our website, we will create an account on your behalf after you have spoken to a representative. After you link your card, we will generate and pay invoices on your behalf and send you receipts. 

NOTE:

Your card will need to be linked to your account by the time we arrive at your home. If your card is not connected by this time, we will attempt to contact you. If no contact is made, we will reschedule your cleanup for the next available date. Depending on the time of year, this could be weeks out. If you need help connecting your card, we are always available at 563-484-0229 to help you over the phone.

We start with a prorated amount for the initial cleanup and the remainder of the month. Then, on the 1st of each month, auto-pay handles a flat recurring rate for ongoing services.

If payment is not received before your first cleanup of the month you will be removed from the service schedule until payment is processed. Services billed for the month are non-refundable. If you choose to cancel, we are more than happy to clean for the remainder of the month for you if needed.

What time will you be at my home?

With respect to scheduling, we are unable to provide a timeframe on your scoop day. We have many yards to clean, and our routes are constantly being optimized for efficiency. This also helps keep our rates low for you! Our routes run from around 7am to dark. 

Communication is important and you will always receive notice via text when we are on the way. We provide about 60 minutes notice, so you are properly informed of our arrival. If you are at the beginning of our route, you will likely receive a 15-30 minute on the way text. We don’t want to bother you at 6am. Your scoop day will be the same day each week. If your service day ever changes, we will always communicate with you in advance. 

Notifications

We will send text message updates to notify you when our technicians are en route and service completion notifications will be sent via email. By providing your contact information, you consent to receive calls and text messages from NLC Scoops, including marketing communications. Message frequency and standard messaging rates may be applicable. Should you prefer to opt out of service notifications, you may contact our service technician, main office line, or email address listed on our website. Additionally, you can manage notification recipients through your personalized customer portal.

Do I have to be home when you clean?

No, you do not have to be home when we clean. We simply ask for easy access to your gate. All dogs will need to be secured in the home during our scooping appointment. Once the cleanup is completed, we will send a picture of your closed gate to your email on file, so you have records of it.

What Happens If my Service Day is on a Major Holiday? (Such as Christmas Day)

Great question! If your service day falls on a major holiday, we will skip that week's cleanup and perform double duty the following week. You will still be charged due to 2 weeks of accumulated poo in the yard.

What if I have a lawn care company who services my yard on the same day as scooping service?

Due to our high volume of clients, we cannot offer early or rescheduled time slots. Our team services many clients daily, and we are unable to adjust our schedule to accommodate lawn mowing companies.

Do you disinfect your equipment? 

Yes! We disinfect our equipment after each cleanup to prevent the spread of germs. 

Where does the collected waste go?

After collecting pet waste during our service, we responsibly dispose of the waste directly in the designated outdoor garbage receptacle. This approach ensures hygienic removal from your property while utilizing your existing waste management infrastructure. Our team carefully seals the waste to maintains the highest standards of cleanliness during disposal.

Weather Policy: NLC Scoops operates 12 months a year and will always show up when weather conditions are safe regardless of rain, snow, or other unfavorable weather conditions. If we are unable to provide service for one week due to unsafe conditions, we will perform double duty the following week and you will still be charged for the full month. This is because there is just as much pet waste and time spent on each yard. Clients who maintain their subscription throughout the winter will not be charged for a spring cleanup when all of the snow melts and will continue with their subscription plan with locked-in rates. Our company reserves the right to cancel or reschedule a service appointment in the event of inclement weather. We consider inclement weather to be any weather condition that poses a safety risk to our employees, such as lightning, thunderstorms, high winds, or heavy snow. We are not responsible for any damages or injuries resulting from weather-related cancellations or rescheduling.

No Access Policy: In order for us to provide our pet waste removal service, you agree to provide us with safe and unobstructed access to the designated pet waste removal area(s) on your property. If access is not provided, we reserve the right to cancel or reschedule the service appointment, and you may be charged a fee for the missed appointment. Alternatively, we may pull double duty the following week. Please note that we are not liable for any damages to property that may occur during the service. Additional fees may be applied for services performed on properties with excessively tall grass or unkempt lawns, as these conditions significantly increase the time and effort required to thoroughly locate and remove waste. Our team does not enter clients' homes under any circumstances. We only service outdoor areas, and the yard must be accessible at the time of service. If a gate is locked or there is any other obstruction preventing entry, we will be unable to complete the service for that visit, and the yard will be skipped for the day. No refunds or credits will be issued for missed services due to inaccessibility.

Dangerous Pet Policy: All dogs are required to be indoors, locked and secured, home during service. If we are unable to clean due to a dangerous dog you will still be charged for the visit and we will pull double duty the following week. For the safety of our employees, we require that all dogs be secured inside the home during our service appointment. If a dog is outside and unsecured, we reserve the right to cancel or reschedule the service appointment. If a dog is aggressive or poses a safety risk to our employees, we may terminate the service appointment immediately. You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from the behavior of your pets during our service appointment.

Dog Bite Policy: In the event that one of our employees is bitten by a dog on your property, the fault will be considered the responsibility of the pet owner. We reserve the right to terminate the service appointment immediately and seek medical attention for the injured employee. If necessary, we may file a claim with your homeowner's insurance to cover any medical expenses or damages resulting from the dog bite. You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from a dog bite that occurs during our service appointment.

Cancelation Policy: NLC Scoops has no contracts and customers can cancel services at any time for any reason with 48-hour notice. Customers are required to call in or provide written notice to cancel. Customers that pause services for certain times of the year will be subject to initial cleanup fees, or spring cleanup fees when they return to their monthly subscription. If a customer cancels services halfway through the month, service will end on the final day of the month. We understand that schedules can change unexpectedly. If you need to reschedule, please contact us at least twenty-four (24) hours prior to the scheduled appointment time. If you fail to provide sufficient notice and we are already on the way, we reserve the right to charge a cancellation fee to cover the cost of gas and time. Thank you for your understanding.

Service Availability: Our service is available in specific areas, and we make every effort to accommodate all customers. However, please note that availability is subject to change and may be limited based on the volume of service requests in your area. We reserve the right to refuse service to any property if we determine that it is unsafe or not feasible to provide our service. We will do our best to communicate any changes in availability or service status as soon as possible to ensure transparency and customer satisfaction

Recording and Marketing: We reserve the right to film, record, or take pictures of our pet waste removal service for quality control, training, and marketing purposes. By using our service, you grant us permission to film, record, or take pictures of the service and any relevant property. We will handle any such recordings or images in accordance with our privacy policy, and will not use or distribute them for any purpose other than quality control, training, and marketing. We may use these recordings, images, or testimonials for marketing purposes, including but not limited to social media, website, and print advertising. If you have any objections to being recorded or photographed, or to the use of your property or pet's image or testimonial for marketing purposes, please notify us in advance of the service appointment.

NLC Scoops uses the data we collect to operate our business, analyze performance, and continue to provide 5-star service. By accepting the terms and conditions, you give NLC Scoops permission to use collected information for advertising and marketing purposes. This may include sending promotional communications, targeting advertising, and presenting you with relevant offers.

Waste Disposal: You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from the disposal of pet waste collected from your property. Collected waste bags will be disposed of in the customer’s designated garbage can. Customers are responsible for ensuring that their garbage cans are accessible and emptied regularly to maintain cleanliness and hygiene. If we are unable to access the garbage can, we will place the waste bag in a designated spot within the yard and notify the customer upon doing so.

Liability: While we take every care to ensure that our service is performed to the highest standards, accidents can happen. Therefore, our company cannot be held responsible for any damages, injuries, or losses resulting from the use of our service. You agree to indemnify and hold us harmless from any claims, damages, or expenses arising from the use of our service.

Disclaimer of Warranties: We strive to provide the highest quality of service possible, but our service is provided on an "as is" basis and we make no guarantees or warranties, express or implied. We do not warrant that our service will be uninterrupted or error-free, and we are not responsible for any damages or losses that may result from the use of our service.

Intellectual Property: Our company retains all intellectual property rights in and to our service, including all copyrights, trademarks, and other proprietary rights.

Governing Law: These terms of service shall be governed by and construed in accordance with the laws of the state in which our company is located.

Modifications: We reserve the right to modify these terms of service at any time, at our discretion. Any such modifications will be effective immediately upon posting on our website.

Thank you for choosing NLC Scoops! We look forward to serving you!