SHENANDOAH SCOOPER SQUAD

TERMS OF SERVICE
Effective Date: Upon Publication
Last Updated: (December 2025)

1. INTERPRETATION AND DEFINITIONS

1.1 Interpretation

Words with capitalized initials have the meaning assigned to them in this section. Definitions apply whether used in singular or plural form.

1.2 Definitions

Company, We, Us, Our — Refers to Shenandoah Scooper Squad, located at 136 Brookland Ct., Winchester, Virginia, 22602.
Client, You, Your — The individual or entity receiving Services or accessing the Website or Client Portal.
Service — Dog waste removal, deodorization, customer support, and all related operations provided by the Company.
Website — https://www.shenandoahscoopersquad.com
Client Portal — The online customer account system used for scheduling, payments, and communication.
Device — Any device capable of accessing the Service, including computers, mobile phones, and tablets.
Stripe — Third-party payment processor used for secure credit card transactions.

2. ACKNOWLEDGMENT AND ACCEPTANCE OF TERMS

By accessing the Website, using the Client Portal, or receiving Services, You agree to be bound by these Terms.
You must be at least 18 years of age to use the Service.

Use of the Service also requires acceptance of the Company’s Privacy Policy, which governs the collection and use of personal information.

Your continued use constitutes full acceptance of any updates to these Terms.

3. PRICING AND BILLING POLICY

3.1 Prepayment Requirement

All Services must be prepaid in advance of the service month. Service cannot begin or continue until payment is successfully processed.

3.2 Automatic Billing

A valid credit card is required for all recurring accounts.
Your card is automatically charged on the 1st day of each month for upcoming Services.
Invoices are available in the Client Portal.

A temporary $1.50 authorization may appear when adding or updating a card.

3.3 Failed or Late Payments

If a payment attempt fails:

• Stripe will automatically retry the charge.
• Service will be suspended until payment is brought into good standing.
• No credits, refunds, or adjustments will be applied for missed or suspended service due to non-payment.

Service resumes on the next available route day after successful payment.

3.4  Monthly Pricing & Payment Terms

Shenandoah Scooper Squad provides services under a flat monthly pricing model. Monthly service fees are not prorated and do not vary based on the date service begins within a given month.

All services are prepaid. The initial monthly payment is due prior to the start of service and is required to activate and secure a customer’s service schedule. Ongoing monthly service fees are billed automatically on the first (1st) day of each month.

Failure to maintain an active payment method or unsuccessful payment processing may result in suspension or cancellation of service until payment is received.

By enrolling in service, the customer acknowledges and agrees that:

• Monthly fees are charged in advance

• Monthly fees are not prorated

• Service is contingent upon successful payment

Flat Monthly Membership Pricing

Shenandoah Scooper Squad operates on a flat monthly membership pricing model. Your monthly rate is the same regardless of your sign-up date within the month. We do not prorate monthly service fees.

This model allows us to provide consistent scheduling, staffing, and service quality while keeping pricing simple and transparent.

Payment Timing

All recurring service plans are prepaid.

• The first monthly payment is due before service begins
• All subsequent monthly payments are automatically billed on the 1st of each month
• Service will not commence or continue without payment on file

By enrolling, you authorize Shenandoah Scooper Squad to charge the payment method on file according to this schedule.

Start-Up Month Clarification

Your initial payment covers enrollment into our monthly service schedule and secures your service slot.
Because our pricing is flat and membership-based, starting earlier or later in the month does not change the monthly rate.

“Once a Month” Scoop cycle frequency service plans require a minimum of two completed visits before cancellation, and properties requiring above-average cleanup may be reclassified as an Emergency or Initial Cleanup prior to ongoing maintenance service.

There are:

• No hidden fees
• No surprise catch-up charges
• No retroactive billing

Just one simple monthly rate, paid in advance.

Missed or Late Payments

If payment is not successfully processed before a scheduled service:

• Service may be paused until payment is received
• Repeated failed payments may result in service cancellation

Billing Transparency

All invoices, charges, and payment history are available in your client portal at any time. We encourage customers to review invoices regularly and reach out with questions—we believe clear communication keeps everyone happy (including the dogs).

4. CREDIT CARD PROCESSING POLICY

Shenandoah Scooper Squad uses Sweep & Go CRM and Stripe for all secure credit card transactions.

4.1 Security Measures

• Full credit card numbers are never stored by the Company.
• Stripe is PCI Service Provider Level 1 certified.
• TLS encryption protects all submitted card data.
• Stored payment methods use tokenization, preventing exposure of actual card numbers.

4.2 Fraud Prevention

Stripe Radar monitors transactions in real time for suspected fraud.

4.3 Payment Method Management

Stripe’s automatic card-updater program reduces payment failures caused by expired or replaced cards.

5. PAUSE AND SKIP POLICY

When service is paused at a client’s request, the membership becomes inactive, scheduled visits stop, and any remaining time in the paid period does not convert to unused visits, credits, or carryover once service resumes. 

When service is restarted after a pause, the membership becomes active again, billing resumes prior to the first visit, and service continues on the regular schedule moving forward without retroactive visits or credits.

Clients may request to pause or skip service through the Client Portal, text, or phone.

Regardless of notice, no bill credits, refunds, or adjustments will be issued for skipped or paused visits.

Any missed visit will result in a double cleanup during the next scheduled service.

Pauses exceeding 7 days may result in account cancellation; resuming service may require an Initial Cleanup Fee.

“Once a Month” Scoop cycle frequency service plans require a minimum of two completed visits before cancellation, and properties requiring above-average cleanup may be reclassified as an Emergency or Initial Cleanup prior to ongoing maintenance service.

6. WEATHER POLICY

The Company provides year-round service.
If unsafe or extreme weather prevents service, the next visit will include a double cleanup.
Regular monthly rates still apply.

7. NO ACCESS POLICY

If the Company cannot access the yard due to locked gates or obstructions, the technician will attempt contact by knocking, calling, and texting.

If access is still denied, the visit will be charged as normal, and a double cleanup will occur at the next service.

8. MULTIPLE DOG POLICY

Each additional dog adds $10 per visit, up to a maximum of four dogs.
Households with five or more dogs must be billed under commercial pricing.

9. DANGEROUS PET POLICY

If an aggressive or unrestrained dog prevents safe entry:

• The technician will attempt contact.
• If unsafe to proceed, the visit will be charged as scheduled.
• Service may be paused until safe access is confirmed.

10. CLIENT RESPONSIBILITIES

Clients must:

• Provide safe and unobstructed access to the yard.
• Maintain the yard to avoid excessive debris, brush, or hazards.
• Keep gates unlocked on service day.
• Update pet information as needed.

The Company is not responsible for missed waste due to clutter, heavy leaves, snow, ice, or overgrowth.
The Company does not service wooded areas or thick brush.

11. HOLIDAY AND SERVICE INTERRUPTIONS

11.1 Observed Holidays (Service Delayed 1–3 Days)

• Memorial Day
• Independence Day
• Labor Day
• Easter

11.2 Closed Dates

• Thanksgiving Weekend (Thursday–Sunday)
• December 24 through January 1

Missed visits due to closures will be completed as a double cleanup at the next service.
No refunds or credits will be applied.

12. PROMOTIONS AND REFERRAL CREDITS

12.1 First Cleanup Free Promotion -Expiration December 31, 2025

Applicable to new weekly or bi-weekly clients.
Initial Cleanup Fee is waived with a 45-minute time limit.
Promotion has no cash value.
Prorated monthly service fees must be paid before the first visit.

12.2 Referral Program

Clients who refer new customers receive a $25 account credit after the new customer completes 90 days of active paid service.
Referring clients must be active recurring customers.

13. LIABILITY

The Company is not responsible for:

• Damage to gates, fences, lawns, landscaping, or yard structures
• Missed waste caused by yard conditions
• Waste hidden under leaves, ice, snow, or debris

The Company does not service wooded areas or thick brush.

14. PARVO AND INFECTIOUS DISEASE POLICY

The Company does not provide Parvo treatment or disinfection services.
Our cleaning methods are preventative and not intended to eliminate pathogens.

14.1 Client Disclosure

Clients must notify the Company immediately if their pet:

• Is suspected of having Parvo
• Is being tested for Parvo
• Has been diagnosed with Parvo

14.2 Service Adjustments

For suspected or confirmed Parvo cases, the Company may:

• Suspend or deny service
• Reroute technicians
• Require isolated tools or enhanced PPE
• Apply additional charges for extended time or protective measures

No guarantees are made regarding disease prevention or sanitation effectiveness.

15. GOLD PAW DEODORIZATION SERVICE WAIVER

The deodorization solution used is non-toxic and biodegradable; however, the Company is not liable for unintended effects such as temporary plant sensitivity or discoloration of hardscapes.

The Service is provided “as is.”
Clients release and indemnify the Company from all claims related to the use of deodorizing products.

16. TERMINATION

The Company may suspend or terminate access to the Service or Client Portal for any violation of these Terms.

Upon termination, all rights to use the Service cease immediately.

17. “AS IS” AND “AS AVAILABLE” DISCLAIMER

The Website, Client Portal, and all Services are provided without warranties of any kind.
The Company does not guarantee:

• Uninterrupted service
• Error-free operation
• Absence of malware or harmful components
• Accuracy or reliability of content

Use of the Service is at Your own risk.

18. LIMITATION OF LIABILITY

To the maximum extent permitted by law:

• The Company’s total liability shall not exceed the amount paid by You for Services in the past 12 months, or $100 if no Services were purchased.
• The Company is not liable for indirect, incidental, consequential, or punitive damages.

19. GOVERNING LAW AND DISPUTE RESOLUTION

These Terms are governed by the laws of the Commonwealth of Virginia.
Any disputes shall be resolved exclusively in the state courts located in Winchester or Frederick County, Virginia.

Clients agree to attempt informal resolution before initiating legal action.

20. SEVERABILITY AND WAIVER

If any provision is found invalid, the remainder of the Terms shall continue in full force.
Failure to enforce a provision does not constitute a waiver of that provision.

21. TRANSLATION INTERPRETATION

In case of inconsistency between English and translated versions, the English version controls.

22. AGREEMENT

By using the Website, Client Portal, or receiving Services from Shenandoah Scooper Squad, You agree to these Terms in full.