Terms and Conditions

Last updated version: 17/07/2026

Welcome to Scoop and Tidy, owned and operated by Marketix AI LTD (a Private Company Limited By Shares formed in England, with a registration number of 15292273). By using our services and/or accessing our website, you agree to these Terms and Conditions. Please read them carefully.

1. Service Terms

1.1 Service Description

We provide professional outdoor dog waste removal services for residential and commercial properties across South West London and Surrey, UK.

Our trained, uniformed, and background-verified technicians remove visible dog waste from designated outdoor areas and dispose of it in a responsible manner. Waste is double-bagged and placed in your council bin in line with local disposal rules, unless otherwise agreed.

Services include:

1.1.1 Garden dog waste removal cleanup

• One-off cleanup

• Initial/first cleanup

• Recurring visits (twice weekly, weekly, fortnightly, monthly)

• Complete Care Plan (weekly cleanup + monthly lawn mowing during March to October + weekly sanitising of the pickup areas). Complete Care Plans are priced for gardens up to 150m². For larger gardens, a fair supplement may apply. If required, we will always confirm and agree any additional fee with you after assessing the garden - never as a surprise charge.

1.1.2 Artificial Grass Deep cleaning & sanitising

• One-time deep cleaning: includes 1 visit

• Seasonal deep cleaning (usually March, June, September): includes 3 visits

• Twice-a-year deep cleaning (usually March and September): includes 2 visits

Our artificial grass services may include, depending on the service booked and the condition of the area:

• Removal of visible dog waste and loose debris.

• Pre-treatment of visibly contaminated or frequently used dog toilet areas.

• Mechanical brushing to lift fibres and loosen embedded debris.

• Spot-vacuuming of loosened debris and dog hair.

• Weed and moss removal or treatment where included in the quotation.

• Rinsing.

• Application of an appropriate sanitising or hygiene treatment.

• Application of a bio-enzyme or other odour-control treatment.

• Final brushing and fibre lifting.

• Optional infill top-up where separately quoted.

Not every step will be necessary or appropriate for every artificial grass area. We may change the order or method of treatment where reasonably required by the condition, construction or manufacturer instructions of the artificial grass.

Unless expressly included in writing, our service does not include artificial grass repairs, re-laying, seam or edge repairs, drainage repairs, replacement of the sub-base, removal and replacement of all existing infill, permanent weed prevention, pest control, or removal of paint, oil, adhesives, rust or other specialist stains.

1.1.2.1 Artificial Grass Inspection and quotation:

Quotations may be based on photographs, customer-provided measurements, descriptions or a visual inspection.

The customer must provide accurate information concerning the approximate size of the area, number of dogs, extent of contamination, access, existing damage and any known drainage or installation problems.

We may revise the quotation before beginning work where the area, condition, level of contamination, access requirements or work required is materially different from the information originally provided. Any additional charges will be explained and agreed before additional work is carried out.

1.1.2.2 Customer responsibilities

Before the appointment, the customer must:

• Ensure that we have safe and unobstructed access to the entire treatment area.

• Remove furniture, toys, feeding bowls, fragile ornaments and other movable items unless otherwise agreed.

• Secure pets and keep children away from the working area.

• Provide access to a working water supply and a safe electricity supply where these are required for the booked service.

• Inform us about known allergies, sensitivities or concerns regarding cleaning, disinfecting, enzyme, moss or weed-treatment products.

• Inform us of known defects, loose edges, damaged joins, lifted sections, weakened backing, drainage problems or previous repairs.

• Provide any relevant artificial-grass manufacturer, installer or warranty instructions that may affect how the surface should be cleaned.

• Confirm that they own the property or have the property owner’s authority to instruct us to carry out the work.

Failure to provide safe access, water, electricity or other agreed facilities may result in the appointment being cancelled and charged in accordance with our no-access and cancellation policies.

We do not provide veterinary care, dog walking, or dog-sitting services.

1.1.2.3 Existing condition and pre-existing defects

Artificial grass can deteriorate through age, wear, poor installation, unsuitable products, ultraviolet exposure, heat, animals, inadequate drainage, weakened joins, loose edges, compacted infill or defects in the underlying base.

We may photograph or record the condition of the artificial grass before and after treatment for condition reporting, quality control and evidence of the work completed. Marketing use remains subject to the separate provisions concerning photographs and recordings.

We are not responsible for pre-existing damage, hidden defects, installation defects or deterioration that was not caused by our failure to exercise reasonable care and skill.

If we believe that cleaning could cause unreasonable damage because of the existing condition of the installation, we may modify the treatment, omit a particular process or stop the work. Where practical, we will explain the issue and discuss the available options with the customer.

1.1.2.4 Cleaning and odour-treatment limitations

Our artificial-grass service is intended to improve cleanliness, appearance, fibre condition, hygiene and odour control. It is not a repair, restoration, drainage or replacement service.

We do not guarantee that:

• All stains, discolouration or visible marks will be removed.

• Old, flattened or damaged fibres will return to an as-new condition.

• All odours will be eliminated completely or permanently.

• The artificial grass will become sterile or free from every bacterium, virus, parasite, allergen or microorganism.

• Weeds or moss will not return.

• Existing drainage, sub-base or installation problems will be corrected.

Odours may remain or return where urine, waste or other contamination has penetrated deeply over longer time into the infill, backing, joins, sub-base, drainage system, surrounding soil or hard landscaping.

Results may also be affected by warm weather, continued use of the area by animals, new contamination, poor drainage, insufficient infill, the age and condition of the installation, or products previously applied by the customer or another contractor.

These limitations do not affect our obligation to perform the booked service with reasonable care and skill or the customer’s statutory rights.

1.1.2.5 Product use and aftercare

We will select and apply products that we consider appropriate for the intended surface and service. Products will be used in accordance with applicable manufacturer instructions, including instructions concerning dilution, application, contact time, rinsing and re-entry to the treated area.

Customers must follow the aftercare and re-entry instructions provided by our technician. Pets and children must remain away from the treated area until the stated re-entry conditions have been met.

The customer must not mix, rinse away, neutralise or apply another chemical product over our treatment unless instructed to do so, as this may reduce effectiveness or create an unsafe reaction.

Customers with specific concerns about pets, children, plants, ponds, allergies or sensitivities must raise these concerns before the appointment.

1.1.2.6 Weather and site conditions

Artificial-grass deep cleaning may be postponed where weather or site conditions would make the work unsafe, ineffective or likely to cause damage. This may include freezing temperatures, heavy rain, lightning, extreme heat, water restrictions, flooding or inadequate drainage.

Where we postpone an appointment for these reasons, we will arrange another suitable date. The appointment will not be treated as a customer cancellation.

We may decline to apply a product where runoff cannot be managed safely or where it could enter a pond, watercourse, neighbouring property or other sensitive area.

1.1.2.7 Optional infill services

Infill top-ups are provided only where expressly included in the quotation.

A top-up adds material to areas where existing infill appears low or uneven. It is not the same as removing and replacing all existing infill, repairing the installation or correcting problems with the sub-base or drainage.

We cannot guarantee an exact visual match with existing infill. The customer should provide any manufacturer or installer requirements concerning the type and quantity of infill that may be used.

1.1.2.8 Recurring artificial-grass services

Recurring treatments are maintenance services intended to help manage ongoing contamination and odours. They do not prevent new contamination between visits.

The recommended frequency may change depending on the number of animals, garden size, weather, drainage, frequency of use and condition of the installation.

1.1.2.9 Concerns and remedial work

Customers should inspect the treated area after it has dried and notify us promptly of any concerns.

Where practical, visible cleaning or workmanship concerns should be reported within 48 hours. Odour-related concerns should preferably be reported within seven days and before another contractor or product is used on the area.

We may request photographs or arrange an inspection. Where the booked service was not carried out with reasonable care and skill, we will provide an appropriate remedy, which may include repeat performance or an appropriate price reduction.

These notification periods help us investigate whether a concern relates to the service or to new contamination. They do not remove or restrict the customer’s statutory rights.

1.2 What's Included - 'Dog waste removal clean-up' service

• Scope of work: Removal of visible dog waste from agreed outdoor areas (gardens, patios, communal grounds).

• Health & hygiene: Our tools and shoes are always sanitised with kennel grade, pet-safe products before every visit.

• Proof of service: For your peace of mind, we’ll send you confirmation messages and photos (e.g., closed gates) after each visit.

• Visual health check: As part of our service, our team will carry out a simple visual health check of your dog’s waste (e.g., noting unusual colour, consistency, or other visible concerns). If we spot anything that looks unusual, we will notify you as a courtesy. Please note: we are not veterinarians and cannot provide medical advice. Any observations we share are for your awareness only and should not be relied on as a diagnosis. If you have any concerns about your pet’s health, please consult a qualified veterinary professional.

• Optional extras: Enzyme based odour treatments may be available upon request and costs extra.

1.3 Scheduling & Access - 'Dog waste removal clean-up' service

• Service day: We aim to attend on the same weekday for each recurring visit (Mon–Fri, 9 am–4:30 pm) whenever possible. However, because routes are planned for maximum efficiency to keep pricing affordable, we cannot always guarantee the exact same day every time. If your service day does change, we’ll let you know in advance.

• Arrival Time: On the day of service, you will receive a text notification 30-60 minutes before our arrival that we are on our way. If you are at the beginning of our route, you may receive a 15-30 minute notice.

• Property access: You must ensure safe, unobstructed outdoor access (e.g., unlocked gate, code, or key). For insurance reasons, we cannot enter your house to access the garden. If access is not provided or safe, we reserve the right to cancel the service appointment. In such cases, the visit will be charged in full, as if it were completed.

• Bin access: Waste is double-bagged and placed in your council bin in line with local council disposal rules. If your bin is not outside and available for use, we will put the waste bags in a secure and protected location near your gate. It is your responsibility to ensure that access to your garden is clear and that your waste bin is available for use. We are not liable for any inconvenience or damage caused by leaving the waste outside in an alternative location.

1.4 Liability & Safety

• Pets indoors: Clients are responsible for ensuring pets are secured indoors and do not pose a risk to our staff during visits. If an unsecured or aggressive dog prevents safe access, the visit will be treated as completed and charged in full. To help avoid this, we send a 30–60 minute arrival notice in advance.

• Dog bite policy: In the unlikely event an employee is bitten, we may suspend or terminate service immediately to ensure their safety and provide medical care. If, while being attacked, an employee must take reasonable steps to protect themselves and the dog is harmed as a result, the Client agrees not to pursue claims against Scoop & Tidy or its staff.

• Property damage: While we take great care, Scoop & Tidy cannot be held liable for property damage arising from the normal course of service, except where caused by negligence.

1.5 Payments

• Securing your service: To secure your service, we require that a valid credit or debit card be saved on file with us.

• Accepted methods: We accept major debit/credit cards and other electronic methods via our secure payment processor. Card details are stored by the payment processor for future recurring billing purposes. We do not store full card numbers. We do not accept payment by cash or cheque.

• Billing: Recurring plans are billed in advance on the 1^st of each month, unless stated otherwise. One-off or initial cleans are billed at/after booking confirmation with 50% deposit. An invoice will be issued to you on the same day the payment is processed, for your records.

• Failed payments: If a payment cannot be processed at the start of the month, we will make reasonable attempts to contact you to resolve the issue. After the first failed attempt, you will have a 7-day grace period to bring your account up to date. If payment is not received within this time, your service will be paused and no further visits will take place until the balance is cleared.

• Late payment: If payment has not been received before your first scheduled cleanup of the month, your service will be placed on hold until the balance is paid. If payment is still outstanding by the 7th of the month, a one-time late fee of £5 will be added to your account. This charge applies only once per month and will not continue to accumulate.

• Discounted annual pre-payment: Where a customer chooses a discounted 12-month prepayment option, the payment covers the stated services over a fixed 12-month service period and is different from a cancel-anytime monthly plan.

Statutory cooling-off and cancellation rights remain unaffected.

If the customer terminates the annual plan after the statutory cooling-off period, any refund for unused future services will be calculated by deducting:

- The normal, non-discounted price of services already provided.

- Any reasonable and evidenced costs directly resulting from the early termination.

Any remaining balance will be refunded to the original payment method. No early-termination deduction will exceed the amount that would otherwise be refundable.

1.6 Pricing Policy

• Quotes: Initial free quotes may change after first inspection for example due to excessive build-up, large gardens, or difficult terrain which may require more time and additional charges (agreed in advance where possible). Any updates to pricing will be communicated before we start the service.

• Pausing & Restarting Services: If you pause your service for any reason, an initial cleaning fee may apply when you resume before returning to your regular monthly schedule.

• Flat Monthly fees: Our monthly charges are calculated over a 52-week year and averaged across 12 months. Extra weeks in some months are already included, so no additional charges apply.

• Year-round service: We operate throughout the year and will provide service whenever conditions are safe, regardless of rain, snow, or other weather factors.

• No Access Policy: If we cannot access your garden due to a locked gate, dog inside the garden or other obstructions, the scheduled service will still be charged as performed. We do our best to prevent this by sending a text 30-60 minutes before arrival.

• Price changes: We may periodically update prices to reflect operational costs and/or inflation, providing reasonable notice for recurring plans.

1.7 Cooling-Off Rights

As a consumer, you have a statutory right to cancel your service subscription within 14 days of signing up, in line with the Consumer Contracts Regulations 2013.

• Full refund: If you cancel within this period and have not received any services, we will refund you in full.

• Services started during cooling-off period: If you request that we begin services within the 14-day period and then cancel, you will be charged proportionately for the services we have already provided.

• How to cancel: To exercise this right, you must clearly notify us by email at [email protected].

After the 14-day cooling-off period, our standard cancellation policy applies: you may cancel at any time, and the cancellation will take effect from the start of your next billing cycle.

This applies only to consumers (not business clients).

1.8 Rescheduling

• Customer updates: Please notify us promptly of any address, access, or schedule changes, as well as holiday plans where the dog will not be using the garden.

• Rescheduling: If you need to cancel a scheduled visit and reschedule, please notify us at least 48 hours before the visit so we can reschedule it. Short-notice cancellations (less than 48 hours) will be charged as performed.

• Our cancellations: We may reschedule due to severe weather, staff illness, emergencies, vehicle breakdown, or safety concerns out of your and our control. We will notify you as soon as possible and rearrange your service. No charge applies.

• Refunds: Refund eligibility depends on the circumstances (e.g., a service not delivered and not rescheduled due to our fault or within the 14-day cooling off period). Refunds are made to the original payment method.

1.9 Service Pauses & Termination

• Service pauses: You may pause your service for up to 4 weeks (extendable to 6 weeks in exceptional cases and at our discretion) with at least 48 hours’ notice. No charges will apply during the pause. Please note that your regular slot cannot be guaranteed when service resumes. If a pause extends beyond 4 weeks, your account may be closed and treated as a termination, and you may need to re-enrol at current pricing.

• Termination by you: Cancel any time before the next billing cycle. Prepaid amounts may be refunded at our discretion.

• Termination by us: We may pause or end services immediately for safety risks, repeated access issues, dog bites, non-payment, abusive behaviour, suspected fraud, or misuse of offers.

• Reinstatement: Resuming service after a pause or termination may require a 'One-Time' deep clean fee if waste has accumulated and longer time is needed for clean up.

1.10 Service Quality and Promotional Use

We may film, record, or take photos of our dog waste removal service for quality control, training, and marketing purposes. By using our service, you consent to such recordings of the service and any relevant property. All recordings or images will be handled according to our privacy policy and used only for quality control, training, or marketing, including social media, our website, or print materials.

If you do not want your property, pet, or testimonial to be recorded or used for marketing, please let us know before your service appointment.

We will not use any images, recordings, or testimonials for marketing without giving you the chance to object in advance.

1.11 Disclaimer of Warranties

We always aim to provide our services to a high standard. However, all services are provided on an “as is” and “as available” basis. We make no guarantees or warranties, express or implied, including but not limited to warranties of satisfactory quality, fitness for a particular purpose, or uninterrupted performance. We do not warrant that our service will always be error-free or uninterrupted, and we are not liable for any loss or damage arising from its use.
If you believe our technician has missed any waste during a visit, please notify us within 24 hours of completion. We will usually return to resolve the issue the same day or the next working day. Reports made after this period may not be addressed, as new waste may have been deposited.

2. Referral Policy

Our referral programme rewards existing customers for recommending us. By taking part, you agree to the terms below:

• Referral link: Each customer receives a unique referral link to share. Successful sign-ups are tracked via this link.

• New customers only: Referred person must not be a current or past customer.

• No self-referrals: Referrals cannot come from your own household or business.

• Reward trigger: Rewards are issued after the referred customer pays for their first visit or first month of recurring service.

• Referrer reward: A £50 credit will be applied to your next invoice at the start of the following month, or we can make a £50 donation to a UK-registered animal charity of your choice instead. Proof of donation will be provided by email. You can also earn this reward as a non-dog owner referring us successfully to dog owners you know.

• Referred customer benefit: First visit free when joining as a weekly or fortnighltly recurring customer.

• If a referred customer cancels or defaults on payment within their first month, the reward may be withdrawn.

• Monthly cap: Maximum 5 rewards per referrer/household per calendar month.

• Abuse prevention: Rewards may be cancelled if we suspect misuse (e.g., coupon sites, fake accounts).

• Programme changes: Terms may be updated anytime. The website version is current.

• Non-transferable: Rewards hold no cash value and cannot be exchanged or transferred.

3. Website Terms of Use

These terms apply to your use of our website at www.scoopandtidy.com (including scoopandtidy.com) and any of its subdomains. By using the site, you agree to these terms.

3.1 Prohibited Use

You agree to use this website in compliance with all applicable laws, regulations, and these Terms. The following activities are strictly prohibited (this list is not exhaustive):

• This website is not intended for, nor directed to, individuals under the age of 18.

• Impersonating, or attempting to impersonate, Scoop and Tidy, Marketix AI LTD, our employees, representatives, or affiliates.

• Misrepresenting your identity or affiliation with any person or organisation.

• Sending, or attempting to send, unauthorised advertising or promotional material (including spam, junk mail, or chain letters).

• Engaging in conduct that, in our sole discretion, restricts or inhibits anyone’s use or enjoyment of the website, or that may harm us, other users, or expose us to liability.

• Using the website in a manner that could disable, overload, damage, or impair its functionality, or interfere with another user’s experience.

• Employing automated tools (such as robots, spiders, or crawlers) or manual processes to monitor, copy, or collect website content without our written consent.

• Introducing or attempting to introduce harmful software or code (including viruses, worms, trojan horses, or logic bombs).

• Attempting to gain unauthorised access to, interfere with, damage, or disrupt any part of the website, its servers, or connected networks and databases.

• Launching or attempting any denial-of-service (DoS) or distributed denial-of-service (DDoS) attack..

• Using the website in any way that violates local, national, or international laws or regulations.

3.2 Infringement of Intellectual Property Rights - Notice

Unless otherwise stated, this website and all materials on it - including but not limited to logos, designs, text, graphics, images, information, data, software, audio, and their arrangement (collectively, the “Content”) - are the property of Marketix AI LTD or its licensors. The Content is protected by copyright, trademark, and other intellectual property laws in the UK and internationally.

If you become aware of a potential infringement of our intellectual property, please contact [email protected].

We also respect the rights of others. If you believe in good faith that any Content on this website infringes your intellectual property, you (or your authorised representative) may send us a notice titled “Infringement of Intellectual Property Rights – Notice” including:

• Your electronic or physical signature.

• A description of the work you claim has been infringed, including its location (URL) or a copy of the work.

• Your name, address, email, and phone number.

• A statement that you believe, in good faith, that the disputed use is not authorised by the rights owner, their agent, or the law.

Incomplete notices may not be processed. Submitting false or bad-faith claims may make you liable for damages.

Notices of infringement can be submitted to:

Phone: 07481 944 196

Address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom

Email:

3.3 User Accounts & Security

This website provides a customer portal where customers can manage their bookings, service plan, view invoice history, and track payments. If an account is required (for bookings, invoicing, or payments):

• You must provide accurate and complete information.

• You are responsible for keeping your login details secure.

• You must notify us immediately if you suspect any unauthorised use of your account.

We are not liable for losses arising from your failure to protect your account credentials.

3.4 Suspension & Termination

We may suspend or terminate your access to this website and/or the customer portal, without prior notice, if you breach these Terms or engage in unlawful activity.

3.5 User-Generated Content

If you submit testimonials or feedback, you warrant it is accurate and lawful. You grant us a licence to use, edit (for clarity/length), and publish on our website, social media, or marketing. Removal/updates can be requested.

3.6 Availability, Accuracy & Errors

We do not guarantee that the information, products, or services shown on this website will always be accurate, complete, or up to date. From time to time, information may be delayed, contain mistakes, or become outdated. Products or services may be listed with incorrect details, pricing errors, or may be temporarily unavailable due to technical or human error.

We reserve the right to correct errors, update information, and amend pricing at any time without prior notice. If you spot an error on our website, in an invoice, or on a purchase order you receive from us, please let us know immediately using the contact details provided below.

From time to time, this website may display, reference, or link to products or services provided by third parties. Such inclusion is for convenience only and should not be understood as an endorsement, guarantee, or recommendation by us. We are not responsible for the accuracy, availability, or quality of any third-party products, services, or websites.

4. Disclaimers & limitations

4.1 General Information

This website is for general information only and is provided “as is”, without any guarantees. We make no express or implied warranties, including but not limited to warranties of merchantability, satisfactory quality, fitness for a particular purpose, accuracy, title, or that it will always operate without errors or interruptions.

4.2 Third-Party Links

This website may include links to third-party websites or services that we do not own or control. These are provided for convenience only. We are not responsible for the content, accuracy, policies, or practices of any third-party sites. You should take your own precautions to ensure that anything you choose to download or rely on is free from viruses, malware, or other harmful elements. The inclusion of a link does not mean we endorse or are affiliated with the linked website or its operators.

4.3 Liability

To the fullest extent allowed by law:

• We exclude liability for indirect or consequential loss.

• Our maximum liability is limited to the total fees paid within the three months preceding the claim.

• We are not obligated to update content, even if it becomes out of date.

• We do not exclude or limit liability for losses that cannot be excluded under the Consumer Rights Act 2015, including liability for death, personal injury, or fraud. Consumer rights remain unaffected.

4.4 Changes to Terms

We may update these Terms from time to time. Updates take effect upon publication unless stated otherwise. We will notify you immediately of making any changes to these terms of service by posting the updated terms of service to this website.

5. Contact Us

If you have any questions about these Terms, please contact us:

Phone: 07481 944 196

Address: 71-75 Shelton Street, WC2H9JQ, London, United Kingdom.

Email: