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Terms of Service

Effective Date: March 6, 2025

Last Updated: March 6, 2025

 

Luxe Paws Pet Care LLC is an independently owned and operated business ("us," "we," or "our") that provides pet waste removal services to residential properties. By hiring us for services ("Services"), you agree to the following Terms of Service ("Terms"), which govern all sales and services provided.

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The customer understands that our ability to perform the Services may be affected by factors beyond our control, including but not limited to weather conditions, grass height, access restrictions to the service area (which remains the customer's responsibility), and other unforeseen external circumstances.

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Pricing for our services is based on a yard size of up to 1/4 of an acre. If your yard exceeds this size, an additional fee will apply to cover the extra time and effort required for cleanup. 

1. Prior to Arrival

  • Confirmation & Communication: To ensure smooth service, all appointments require prior confirmation. Clients will receive a reminder via text 30-60 minutes before the scheduled service. 

  • Accurate Number of Dogs: It is important that you provide the accurate number of dogs in your care when booking services. If we arrive and find that the number of dogs is higher than what was initially disclosed, you may be charged an additional fee per extra dog. This fee reflects the additional time and effort required to care for the additional pets.

  • Access to Property: Access to your yard is essential for the successful completion of services. Please ensure that any necessary gates, doors, or access points are unobstructed. If your property requires special access (e.g., codes, keys, or a specific gate setup), please provide these details well in advance. If we cannot access your yard, the service will not be completed, and you will still be charged for the full service.

2. Service Hours & Scheduling 

  • Service Hours:

    • Our standard service hours are Monday, Tuesday, Thursday 9am-2pm and Wednesday, Friday 9am-4pm.

    • We are closed on major holidays, including but not limited to Christmas Eve, Christmas Day, New Year's Eve, New Year’s Day, Thanksgiving, Memorial Day, Labor Day and Fourth of July. If your scheduled service falls on a holiday, we will skip service for that week and resume the following week. Since we will still be removing all accumulated waste from the missed week, no refunds or credits will be issued for the skipped service.

    • Vacation and Time Off - Clients will be notified at least 1 week in advance of any vacation time or time off. Missed services will be moved to the following week.

  • Scheduling Flexibility: Luxe Paws Pet Care reserves the right to adjust services based on operational needs, and we ask for your patience during these periods.

3. Weather

  • Weather conditions, including but not limited to rain, snow, or other inclement weather, may impact the ability to complete services as scheduled. Luxe Paws Pet Care reserves the right to determine whether services can be safely performed on any given day. If weather conditions are deemed unsuitable (including light or heavy rain), service for that week will be skipped and we will see you at your next scheduled service visit. If you need scooping prior to your next visit, let us know and we will try our best to accommodate you, but cannot guarantee it. In muddy conditions, we may skip your yard to avoid damaging it. We’ll return on your next scheduled visit when the yard has dried out.

4. Leaves, Debris & Tall Grass

  • We understand that keeping a yard maintained can be challenging, especially with leaves, debris, or tall grass. These conditions can make waste removal more difficult and time-consuming. We’ll do our best to remove as much as possible during each visit. However, if anything is missed due to these conditions, it will be picked up at the next visit, provided the yard and grass are more maintained by then. Maintaining a clear yard helps us provide efficient and thorough service.

5. Gate Access & Photo Confirmation

  • If we access your backyard through a gate, a photo will be taken to confirm the gate is properly secured after service. If there are issues with locking or closing the gate (e.g., a malfunctioning lock), we will make every effort to secure it as best we can and notify you immediately.

  • Inaccessible Gate or Locked Yard: If we arrive and are unable to access your yard due to a locked or blocked gate, service will not be completed, and you will still be charged the full service fee. It is the client’s responsibility to ensure that the gate is unlocked or that access arrangements are made prior to our arrival.

6. Skipped Visits

  • Our services are billed as a monthly subscription, so we do not offer refunds or credits for skipped appointments. If a visits is skipped, we will pick up all waste, including any from the missed visit, during the next scheduled service. This requires additional time and effort, which is why service is not prorated or refunded.

    • For weekly, biweekly, and twice-weekly services, skipped visits may lead to additional fees due to the extra time and effort required for cleanup:

      • Weekly Cleanups: If four consecutive cleanings are skipped, a one-time cleanup fee will apply at the next service.

      • Biweekly Cleanups: If two consecutive cleanings are skipped, a one-time cleanup fee will be charged at the next service.

      • Twice-Weekly Cleanups: If six consecutive cleanings are skipped, the next service will be charged as a one-time cleanup.

    • If you maintain the yard during skipped services, you must notify us before the next scheduled visit to avoid the one-time cleanup fee.​​

  • If we need to cancel or reschedule a service due to sickness or unforeseen circumstances, we’ll notify you as soon as possible. Any missed waste will be picked up during the next scheduled visit. If a visit is needed before your next scheduled date just let us know and we will try our best to accommodate you. We appreciate your understanding and flexibility in these situations.​

7. Cancellation of Service

  • We believe in a no contract, no commitment approach—our clients stay with us because they love our service, not because they’re locked into an agreement. You are free to cancel at any time, no strings attached.

    • Flexible & Hassle-Free Cancellations: If you need to cancel a scheduled service, simply let us know at least 24 hours in advance, and you won’t be charged. A cancellation fee may be charged if canceled with less than 24 hours notice.​

    • No Long-Term Commitment: Whether you need service once, weekly, or on an as-needed basis, you are always in control. You can pause, skip, or cancel services anytime—just keep us in the loop so we can plan accordingly!

8. Billing & Payment

  • For our recurring visit subscription services, we pre-bill monthly on the 1st of each month. Payment is automatically charged to the card on file for the upcoming month's service. If payment is not received or declined on the 1st of the month, services will be stopped immediately until the issue is resolved and the account is paid up to date. A $15.00 late fee will apply per bill after a 3-day grace period(3rd of the month). If payment is not received within 30 days, service will not be provided and you may be taken off of our schedule. We may take additional action to recover any unpaid balances.

    • If more than 25 days have passed since the last cleanup, a one-time cleanup fee will be added to your bill due to the additional time and effort required to get your yard back in shape.

  • We accept all major credit and debit cards through our app for easy and secure payments.

  • Recurring Visits: One-Time Initial Clean Up Fee

    • For all new recurring visits, a one-time cleanup fee will be charged in addition to the regular monthly fee for the first visit. The fee amount will be based on yard size, yard condition and number of dogs. This covers the time and effort required to get your yard properly maintained at the start of the recurring service. Subsequent visits will only be charged the monthly fee.

  • One Time Clean Ups

    • For all One-Time Cleanup services, payment is required prior to your visit to secure your scheduled date.

    • Once your appointment is scheduled and your invoice is finalized, you will receive an email notification with a copy of your invoice. At that time, the card on file will be automatically charged for the full amount due.

      • Cleanups will not be performed without prior payment.

      • If additional time or labor is needed due to yard conditions beyond the initial estimate, we will notify you before proceeding. Any extra charges must be approved and paid before work continues.

      • Payments are securely processed through our client portal using the card on file.

    • By scheduling a One-Time Cleanup, you agree to these billing terms.

  • You may cancel at any time before the scheduled service to receive a full refund, however; if cancellation occurs after we have already arrived at your home, there will be a $25 fee deducted from your refund as it covers the time and effort spent traveling to your location.

9. Privacy Policy

Luxe Paws Pet Care is committed to protecting your privacy and personal information. We respect the trust you place in us and take all reasonable steps to ensure your data remains secure.

Personal Information Collection & Use

  • We collect only the information necessary to provide our services, including your name, address, phone number, email, pet details, and service preferences. This information is used exclusively for scheduling, billing, and communication related to our services.

  • We never sell, share, or distribute your personal information to third parties for marketing or solicitation purposes.

Confidentiality at Your Home

  • Your home security and privacy are our top priorities. We will never share gate codes, keys, or access details with anyone outside of Luxe Paws Pet Care.

  • Any personal information observed while providing services (such as mail, packages, or home security systems) remains confidential.

Communication & Notifications

  • By providing your phone number, you consent to receive SMS or text messages from Luxe Paws Pet Care regarding bookings, updates, promotions, and other relevant communications.

  • Message frequency may vary depending on your interactions and services with us.

  • Standard message and data rates may apply for any messages sent to you from us and to us from you, depending on your carrier and plan.

  • We are not responsible for any delayed or undelivered messages due to technical issues or carrier errors.

  • You can opt out of receiving text messages by replying 'STOP' to any message. Once we receive your opt-out request, we will promptly remove your number from our text message list.

Client Responsibility

  • It is the client’s responsibility to ensure their contact and payment information remains up to date.

  • If there are any changes to your address, gate access, or service details, please inform us as soon as possible to avoid service disruptions.

Policy Updates

Luxe Paws Pet Care reserves the right to update this privacy policy as needed. Any changes will be communicated to clients via email or on our website.

10. Media Policy

  • By accepting our services, you give us permission to use photos or videos of your yard/pets for marketing purposes. However, we will never use any content that reveals personal details, addresses, or identifiable information about you or your property. If you do not wish to have your pet’s photo or video featured, please notify us in writing, and we will respect your preference.

11. Revisions

  • Luxe Paws Pet Care reserves the right to revise these Terms of Service at any time. Any changes will be posted on our website and will become effective upon publication. Clients will be notified of any significant revisions.

12. Limitation of Liability

  • Luxe Paws Pet Care is not liable for any damages, injuries, or losses arising from the services provided, except in cases of gross negligence or willful misconduct.

13. Right to Refuse Service

  • Luxe Paws Pet Care reserves the right to refuse or discontinue pet waste removal services at our sole discretion, including but not limited to instances of unsafe conditions (e.g., aggressive animals or hazardous terrain), excessive waste beyond agreed-upon limits, obstructed service areas, extreme weather, or non-payment. We also reserve the right to refuse service for any reason to ensure the safety and quality of our staff and services. Clients will be promptly notified if service is refused or delayed.

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