FAQs

Residential Pricing:
The Pricing Page on our website outlines our standard residential pricing, surcharges, and additional fees. This pricing is for guidance only and may vary once we issue you with a quote tailored to your circumstances and requirements. Interested in enlisting? To begin the process, click the “Get Your Free Quote” button, fill out the requested information, and we’ll aim to provide you with a quote suited to your circumstances and requirements.

Commercial Pricing:
Commercial pricing, on the other hand, is always customised. Simply click the “Get Your Free Quote” button to get started, fill out the requested information, and we’ll aim to provide you with a pricing solution suitable to your circumstances and requirements. We’ll reach out if we require additional information or we believe a site meeting might be beneficial.

Payments are accepted only by credit or debit card via our payment processor, Square. You can securely enter the details of your chosen payment method (credit or debit card) in the Customer Portal, which can be accessed in the Customer Hub.‍‍

To ensure reliable and timely payments, all customers are required to have a valid payment method securely entered in the Customer Portal before any services are provided and authorise us to automatically deduct any payments due from that payment method, unless we permit otherwise. If you have any difficulties entering your payment details, please contact us for assistance. If needed, we can securely enter your payment details over the phone.‍

Current customers are also responsible for ensuring their payment details remain accurate, valid, and up to date in the Customer Portal.

Monthly subscription fees are calculated based on an average of 4.35 weeks per calendar month. You will not be charged extra in months with five service weeks, as any additional services are already included. Refunds for individual services are also calculated based on an average calendar month of 4.35 weeks.

If you’re subscribed to recurring services, you may request to temporarily pause services for a maximum of 3 months by providing at least 2 business days’ advance notice. You can request to pause services using the Change Request form within the Customer Hub or by contacting us.

If you’re subscribed to recurring Dog Waste Removal services and temporarily pause services, the first service upon resumption will be treated as an initial Dog Waste Removal service, and any additional fees, as outlined on our Pricing Page or in your quote, may apply.

Yes, please ensure:

• Your payment details are current and valid, with charge authorisation enabled, in the Customer Portal, which can be accessed via the “Manage Your Account” button in the emails you’ll receive after accepting your quote or in the Customer Hub.‍ Alternatively, we can securely enter your payment details over the phone.

• You’ve advised us of any changes to your contact details (including phone number and email) and, for commercial customers, your billing details.

• You’ve informed us of any changes that may affect pricing—such as the number of dogs generating waste on the property—to help ensure accurate and fair service charges.

• That our technician has adequate and unobstructed access to the property, including any access codes we may need, so that scheduled services can be completed safely and efficiently.

• That any dogs known to show unsafe behaviour (e.g., aggression or bite risk) or that are known to interfere with our services are securely restrained or removed from the property before each scheduled service, and you’ve advised us of any changes to their safety status.

• Any significant known or potential hazards (e.g., large holes, steep drop-offs, hazardous materials, dangerous animals, or any other unsafe conditions) on your property are addressed and/or communicated beforehand. Minor or everyday property features don’t need to be reported.

You can request to update or advise us about any changes to your circumstances by using the Change Request form within the Customer Hub or by contacting us.

No, you don’t need to be home, provided we have unobstructed access to your property and any dogs present are safe to be around (non-aggressive and pose no known bite risk) or securely restrained.

We’re happy to work with dogs and have no issue undertaking services while your dogs are present, provided they’re safe to be around (non-aggressive and pose no known bite risk) and do not prevent or hinder us from safely and efficiently undertaking services. Normal behaviours, such as barking, jumping, or excitement, are generally fine. However, it’s your responsibility to ensure that any dogs known to show unsafe behaviour or that are known to interfere with our services are securely restrained or removed from the property before each scheduled service, and to advise us of any changes to their safety status using the Change Request form within the Customer Hub or by contacting us.

Our services are provided on business days only (business days are Monday through Friday, excluding weekends and public holidays), with Friday routes typically finishing earlier than other weekdays.

If you’re subscribed to recurring services, your service day(s) will be assigned to you in accordance with your chosen service frequency and will generally remain consistent. We’ll provide at least 2 business days’ advance notice, or as soon as practicable, if your service day(s) need to change. For example, if your next service is scheduled for Wednesday, notice is to be provided by Monday. We try to optimise service days, typically by location-based grouping, to reduce driving distances, improve efficiency, and maintain competitive pricing for our customers.

There may be some flexibility regarding your assigned service day(s); however, this will need to be assessed on a case-by-case basis. In some cases, we may not be able to accommodate such requests. If you’d like to discuss changing your service day(s), please submit a request using the Change Request form within the Customer Hub or contact us.

Our routes typically run anywhere from 7:00 am until sundown. Due to the nature of our routes, which are frequently optimised for efficiency, we’re unable to guarantee a specific arrival time on your scheduled service day. This approach helps us maintain competitive pricing for our customers.

Communication is important to us. We’ll endeavour to send you an advance SMS notification before our technician arrives so you’re properly informed.

We operate year-round and will endeavour to provide service whenever possible. However, there may be times when service cannot be provided due to public holidays or events outside our reasonable control, including but not limited to inclement or unsafe weather (such as heavy rain, hail, thunderstorms, or extreme temperatures), natural disasters, government restrictions, or major road closures.

Where a scheduled service cannot be provided due to a public holiday or an event outside our reasonable control, we may, if capacity allows, offer to provide the service at the next available opportunity and will keep you informed of the rescheduled day. This is subject to availability and does not create an obligation for us to reschedule outside of our standard service schedule.

For missed initial and one-time services, you will not be charged until we successfully reschedule and complete the service. If you’ve already prepaid for the service and choose not to reschedule, a refund will be initiated.

For missed recurring Sanitising & Deodorising and Dog Waste Bag Dispenser Replenishment services, if we don’t have availability to reschedule, we’ll resume service at your next scheduled service, and if the service has already been paid for, you’ll receive a credit for the individual missed service to be applied as a reduction to your next payment.

For missed recurring Dog Waste Removal services, in cases where we do not have availability to reschedule, you’ll still be charged the full monthly subscription payment, as our pricing accounts for such occasional service interruptions. All accumulated dog waste will be removed at your next scheduled service. However, if multiple consecutive services are missed without successful rescheduling, you’ll receive a credit for each missed service beyond the first, to be applied as a reduction to your next payment.

Absolutely. We acknowledge that our services are subject to the consumer guarantees under the Australian Consumer Law (ACL), which require that services be provided with due care and skill and be fit for their intended purpose.

If you believe that any of our services were performed unsatisfactorily (for example, missed dog waste, incomplete cleaning), please notify us within 1 business day following the service (business days are Monday through Friday, excluding weekends and public holidays). For example, if the service was completed on Monday, notification is to be provided by Tuesday.

Provided that your property is reasonably accessible, not excessively overgrown or obstructed by debris, free from hazardous conditions, and without other impediments that would make re-servicing unsafe or impractical, we will arrange for a technician to return and re-service the area at no additional cost.

This re-service guarantee operates in addition to, and does not limit, your rights under the ACL.

Absolutely. We maintain active general and products liability insurance (including public liability coverage) with coverage of up to $5 million per claim, including associated costs. We also carry environmental impairment coverage up to $250,000, ensuring protection in the rare event of contamination or damage. This safeguards our customers and our business—because every mission deserves backup.

Yes. We frequently disinfect our tools and equipment to prevent cross-contamination between properties.

We use XO2® 5 in 1 Commercial Grade Disinfectant & Cleaner (XO2 5 in 1) in the Lemon Grass fragrance—an Australian-made and owned product. According to the manufacturer, it’s free from phenolics, chlorine, and other toxic chemicals, and it’s safe for humans, pets, and surfaces when used as directed. However, the manufacturer provides no guidance regarding plant safety, so it may pose a risk of harm to exposed plants. We always apply the product in accordance with the manufacturer’s guidelines and perform all services with due care and skill. If you'd like, the Safety Data Sheet (SDS) for XO2 5 in 1 is available via the link or upon request.

According to guidance received from the GISA Which Bin website team, dog waste may be disposed of in the organics bin (including when contained in AS 4736 certified compostable bags) or the general waste bin across all South Australian council areas.

You can access the Customer Portal using the portal widget located in the bottom-right corner of the Customer Hub page. From the portal, you can manage your payment details and view and download your quotes and invoices. Step-by-step instructions to access the portal are available near the bottom of the Customer Hub page.