Frequently Asked Questions
Do I have to sign a contract?
Residential customers are not required to sign contracts and can cancel service at any time. After two weeks without a clean, we will need to do an initial clean to resume weekly services. For our commercial customers, we do require a contract for reoccurring services.
Do I have to be home for the service.
No but we would like to discuss the services and yard to ensure we have clear expectations before service. You do not have to be home for services. If you are not going to be home it is important to provide us with any key or gate access, if necessary, while you are not home. If we arrive for our scheduled service and cannot access the yard, you will still be charged for the service.
Can my dog be left in the yard?
We ask that the dogs be put up while we provide service. This will prevent any accidents and allow us to provide service without interruption. The Customer understands that if on the scheduled day of service, if dogs are left in the yard while you are not home and we cannot provide services, the scoop will then be skipped, and charges will still apply. This is for the safety of our technicians and your dogs. If the dogs must remain in the yard during service, please contact us so that we can discuss the situation before scheduling.
Do you clean your tools between services?
Yes, we clean and sanitize our rake and bucket after every house, and we use a new bag to line our buckets before every house. We also clean out shoes or wear booties over our shoes to prevent cross contamination of possible diseases in pet waste - from yard to yard.
How am I billed?
You will receive all invoices through our secure client portal, Sweep & Go, where we accept debit and credit card payments. If you sign up for a weekly service after the initial scoop, you will be pre-billed on the 1st of every month. For all recurring/weekly services we require you to save a debit or credit card on file for easy, automatic billing each month. If payment is declined, service will be paused until we can get the issues resolved. If 30 days has passed since payment, we will require the one time cleaning before we can resume weekly visits. Any invoices not paid in 30 days may be turned over to collections and fee's will be charged.
Can I only have a one-time clean-up?
Yes, whether you need a one-time clean-up for special events, injuries or just to get things under control, we are here to help. We recommend signing up for one of our weekly services to maintain your yard and keep it clean! One time cleans start at $65 and go up from there based on the time it takes to clean the yard. Deposit is required at time of scheduling and the remaiing balance will be collected with card saved on file.
What happens if there’s bad weather?
Typically, our technicians work rain or shine. However, in the chance there is severe weather, we will either try our best to reschedule your service for another day in the week or continue the following week on your designated service day. You will receive an email or text to notify you if we need to skip a service visit. If severe weather continues through the week, your service will resume on your next scheduled service date. If weekly service is skipped, the next service will be twice the work so we will still charge as scheduled. In the rare event services are interrupted for more than two weeks, we will reach out to you and discuss options.
What should I do to prepare for service?
Grass and leaves should be maintained to ensure we can find all the waste. Mowers do not mulch the waste so it will be there but may be hidden if the grass is tall. Please inform us of any tricky gate issues, locks or special instructions before service. We will communicate any concerns we have asap and try to service the yard. If we are unable to access or service we will still charge for services and if we are able to fit you in our schedule, an additional $5 fee will be charged.
Do you provide service on holidays or take time off?
This is a family owned and operated business and we do not work on major holidays. We are closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, Christmas Day. If your pick up day falls on one of these days, we will skip service that week and pick up the following week. There are no refunds for a missed pick up. We still have to do the work and pick up all of the poop from the week prior. Any time off will be communicated, and we will schedule service for a different day or pick up the following week.
How will I be scheduled?
Our routes are scheduled based on the most efficient way that is best for our business and helps keeps our services affordable. We try to accommodate your requested day, but our routes are scheduled much like your trash services. We are in certian areas on certain days and will try to be as consistent as we can. We will be sure to communicate any changes in schedules.
Do you have more questions?
Send us an email at info@dookiepatrol.com.