Our Service Commitment

At Poo Pickers, we are committed to providing a reliable, professional and thorough service.

Come rain or shine, we will do our best to complete your scheduled collection. We will always take care to ensure that gates are securely closed after entering or leaving your garden, and we aim to provide a high-quality service that meets or exceeds your expectations.

Day of Service

One-Off Services

One-off clean-ups will be booked at the earliest available opportunity.

You will receive confirmation of your booking by text message or email. You do not need to be at home while the service is being carried out, provided we have safe and suitable access to the garden.

Weekly Collections

Weekly collection days may occasionally change.

As our customer base and service routes grow, we may adjust your regular collection day to improve route efficiency and provide the best possible service to all customers.

We will notify you of any permanent change to your regular collection day.

Access to Your Garden

You will normally receive a text message the day before your scheduled service, giving you time to make sure the garden is accessible.

On arrival, they will enter the garden using the agreed access arrangements, complete the clean-up and securely close the gate when leaving.

Unable to Access the Garden

It is the customer’s responsibility to make sure the garden is safe and accessible on the scheduled service day.

Access may be prevented by circumstances including:

• A locked or blocked gate.
• An incorrect or unavailable access code.
• Snow or ice build-up.
• Building materials or other obstructions.
• An unsafe entrance or pathway.
• A dog that cannot be safely approached.
• Any other issue that prevents safe access.

If we cannot access the garden, we will attempt to contact you using the telephone number held on your account.

Where reasonably possible, we may also knock on the door.

If we cannot contact you or safely access the garden, we will continue with our scheduled route. The visit may still be chargeable because time and travel have been allocated for your booking.

Any waste remaining in the garden will be collected during your next scheduled visit, although an additional charge may apply where the missed visit results in a significantly longer clean-up.

Intimidating or Aggressive Dogs

The safety of our customers, staff and animals is extremely important.

If a dog appears intimidating, territorial or aggressive, our Poo Picker may ask for the dog to be kept securely indoors while the service is completed.

If the dog cannot be safely secured, we may be unable to complete the service. The visit may still be chargeable.

Please tell us in advance about any behavioural concerns or special arrangements relating to your dog.

Bank Holidays

If your regular collection falls on a bank holiday, we may:

• Complete the visit on a different day.
• Reschedule the visit.
• Skip the visit and resume your normal service the following week.

We will notify you of any changes wherever reasonably possible.

You will not be charged for a visit that Poo Pickers cancels and does not rearrange.

Snow and Severe Weather

We aim to continue providing services during most weather conditions, but the safety of our customers and staff comes first.

Snow and ice can make dog waste more difficult to locate and may make some gardens unsafe to access.

During snowy conditions, we will make reasonable efforts to collect all visible and accessible waste. However:

• Some waste may be hidden beneath the snow.
• We will not dig up or remove large quantities of snow.
• Frozen waste may be difficult to remove completely.
• Slippery or unsafe areas may be left until conditions improve.

Any waste that could not reasonably be located or removed will be collected during a future visit when conditions allow.

We may postpone or cancel a visit where weather conditions, roads or access routes are unsafe.

Long Grass and Overgrown Gardens

Long or overgrown grass can conceal a significant amount of dog waste.

We will make reasonable efforts to collect all waste that is visible and accessible. However, we cannot guarantee that every item will be found where grass, plants, leaves or other garden materials obscure the ground.

For the most effective clean-up, we recommend that grass is kept reasonably short and the service area is kept clear of excessive garden waste, toys and other obstructions.

Previously Damaged Property

If we notice existing damage when arriving at the property, such as a damaged gate, fence, pathway, lock or other garden feature, we may record it using dated notes and photographs.

This helps protect both the customer and Poo Pickers by maintaining an accurate record of the property’s condition before the service begins.

Where appropriate, we will notify you of the damage.

Customers should tell us about any known damage or unsafe areas before a scheduled visit.

Missed Weekly Collections

Occasionally, circumstances outside our reasonable control may prevent us from completing a scheduled route.

These circumstances may include:

• Staff illness.
• Vehicle breakdown.
• Severe weather.
• Unsafe road or property conditions.
• Unexpected operational disruption.
• Emergencies.

Where possible, we will arrange a replacement visit within the following one or two working days.

If a replacement visit cannot reasonably be completed, we will either:

• Apply a credit to your account; or
• Adjust your next payment to reflect the missed visit.

Your normal weekly schedule will then resume.

We will not provide compensation beyond the value of the affected scheduled visit unless required by law.