Terms of Service

Last updated: 3 June 2026

Overview:

These Terms of Service (“Terms”) govern your use of K9 Pooper Troopers® (“we”, “our”, or “us”) services. They outline the rights and responsibilities of both you (referred to in these Terms as “you”, “your”, and the “customer”) and us as the service provider, including details on payments, service delivery, cancellations, and other important policies. We recommend that you also review our Privacy Policy, which outlines how we collect, use, store, and disclose your personal information. By using our services, you agree to these Terms and consent to our Privacy Policy.

Pricing:

Our standard pricing applies to dog waste only. Additional fees may apply if other animal waste is present.
We will endeavour to provide you with an accurate quote based on the information you provide; however, we reserve the right to revise the quoted price after inspecting your property during the initial service (including one-time services) or subsequent services, effective from the time of notice or as otherwise agreed. You are not obligated to proceed if you disagree with the revised pricing. All pricing is in Australian dollars (AUD).
We reserve the right to adjust our pricing at our discretion. In the event of a price increase, a minimum of 14 days’ notice in writing (primarily via email, and where appropriate, via SMS) will be provided to customers subscribed to recurring services at the time of notice, prior to any adjustments taking effect. The notice will include either the new pricing or an approximate percentage change, the effective date, and a brief rationale for the adjustment. New customers signing up during a notice period will be informed of the upcoming price adjustment. Customers who requested a quote before a price adjustment but accept it during the notice period or after the adjusted pricing has come into effect will be informed of the adjusted pricing before their service commences. If you do not agree to the adjusted pricing, you may cancel your service before the new pricing takes effect.
We reserve the right to correct genuine administrative or input errors in pricing (for example, if a surcharge was omitted or an incorrect service frequency rate was applied). In such cases, we will notify you of the corrected amount, which may be applied immediately with your agreement. You will not be obligated to proceed with any future services if you disagree with the corrected pricing.
In the case of unusual or challenging circumstances that arise and warrant a surcharge or additional fee, these may be applied immediately with your agreement, except for pre-disclosed surcharges and additional fees (as outlined in your quote or later advised), which may be applied automatically. For any surcharges or additional fees that require your agreement, you are not obligated to proceed if you disagree with the revised pricing.
If you provide us inaccurate information when requesting a quote or at any time during our service relationship—such as misstating the number of dogs generating waste on the property—we reserve the right to revise the quoted price and, where services have already been rendered, to seek retrospective compensation for the difference owed during the period of misrepresentation and pursue any other remedies permitted under applicable law. Retrospective charges will only apply where you knowingly misrepresent key facts.
You are responsible for notifying us of any changes that may affect the pricing, such as a change in the number of dogs generating waste on the property. Prompt communication helps ensure accurate and fair payments and helps avoid any discrepancies or interruptions to service.

Payment:

Payments are accepted only by credit or debit card via our payment processor, Square. You can securely enter your card details in the Customer Portal, which can be accessed in the Customer Hub, or via secure Square‑hosted payment links that may be provided in certain communications. If you have any difficulties entering your card details, please contact us for assistance. If needed, we can securely enter your card details over the phone.
When you add your card on file via the Customer Portal or a Square‑hosted payment link and provide charge authorisation, or when you provide your card details to us over the phone, you authorise us to automatically charge that card for any payments due on your customer account.
Typically, invoices will be issued after service has been completed. However, we reserve the right to issue an invoice prior to service in certain circumstances, such as for commercial customers, large one‑time services, or where upfront preparation or resource allocation is required.
Payment for services is due within 2 calendar days following invoice issuance, including any applicable surcharges or additional fees. For example, if the invoice was issued on Monday, payment is due by Wednesday.
If payment is not received or is declined and cannot be processed within 2 calendar days, your services may be suspended until payment is made. Services missed as a result of non‑payment may not be rescheduled.
In the case of services missed due to non-payment, the first service upon resumption will be subject to a Service Resumption Fee. If the service exceeds 30 minutes of removal time, additional time will be charged at $2.10 per minute.
Any refunds due to you will normally be processed to the original payment method or another mutually agreed-upon method if the original payment method cannot be used. We do not provide cash refunds.
Refunds will be processed within 10 business days (business days are Monday through Friday, excluding weekends and public holidays). Once processed, please allow up to an additional 10 business days for the funds to appear in your bank account, depending on your financial institution or payment processor. In rare circumstances, processing or banking delays may extend this timeframe.
If an invoice remains unpaid after the due date, we reserve the right to recover any reasonable costs incurred in seeking payment, including but not limited to administrative time, collection fees, and legal expenses, as permitted under applicable law.
Payment terms may be adjusted for commercial customers on a case-by-case basis by mutual agreement.

Customer Information and Communication:

Current customers (those currently subscribed to recurring services, including paused recurring services, or those who have a scheduled one-time service) are responsible for advising us of any changes to their contact and billing details, to ensure they are accurate and up to date in our system. You can request to update your contact or billing details by contacting us.
If we are unable to contact you or process your payment due to inaccurate or outdated details, your services may be suspended until accurate and up to date details are provided or cancelled if the issue remains unresolved.
We are not liable for any missed communications, interruptions to services, or any charges that may still apply as a result of your failure to maintain accurate and up to date details.

Pausing Recurring Services:

If you are 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 (business days are Monday through Friday, excluding weekends and public holidays). For example, if your next service is scheduled for Wednesday, notice is to be provided by Monday. You can request to pause services by contacting us. If you request a pause with less than 2 business days’ advance notice, we reserve the right to charge for any services scheduled during this period to recover costs incurred in preparing for or attending those services.
You can request to resume paused services by providing at least 2 business days’ advance notice by contacting us. Typically, services are expected to recommence on the next available scheduled service date following the notice period, which will usually occur on the same service day(s) as before the pause. If your service day(s) need to change, we will advise you.
For paused Dog Waste Removal services, the first service upon resumption will be subject to a Service Resumption Fee. If the service exceeds 30 minutes of removal time, additional time will be charged at $2.10 per minute.

Refusal and Cancellation of Services:

We typically do not require customers to enter into lock-in contracts. Unless otherwise agreed, you may cancel services at any time and for any reason by providing at least 2 business days’ advance notice (business days are Monday through Friday, excluding weekends and public holidays). For example, if your next service is scheduled for Wednesday, notice is to be provided by Monday. Cancellations can be made by contacting us. If you request a cancellation with less than 2 business days’ advance notice, we reserve the right to charge for any services scheduled during this period to recover costs incurred in preparing for or attending those services.
We reserve the right to refuse or cancel services at our discretion for legitimate business reasons, such as service addresses located outside our service area, operational or resource constraints, safety concerns, repeated access issues, non-payment, or any other reasonable cause. Refusal or cancellation of services will always be exercised in accordance with applicable anti-discrimination laws.
Where appropriate, we will provide at least 2 business days’ advance notice prior to any cancellation of services. We will communicate cancellations in writing (primarily via email, and where appropriate, via SMS) and may also contact you by phone call.

Scheduling and Arrival Notifications:

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.
Our routes typically run anywhere from 7:00 am until sundown. Due to the variability of services and our routes being optimised for efficiency, we are 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 will endeavour to send you an advance SMS notification before our technician arrives so you are properly informed.
If you are 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 will 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 would like to discuss changing your service day(s), please contact us.

No Access:

It is your responsibility to ensure our technician has adequate and unobstructed access to the property so that scheduled services can be completed safely and efficiently.
If our technician is unable to access your property due to a locked gate or other obstruction, we reserve the right to charge for reasonable costs incurred by our technician attending your property. If you are subscribed to recurring Dog Waste Removal services, any accumulated waste will be removed during the next scheduled service, provided that we have unobstructed access to your property at that time.
Before leaving your property, our technician will make reasonable attempts to contact you using the available methods (for example, by phone call, knocking on your door, or ringing the doorbell).
If your access provisions change, you can update your access details by contacting us.

Customer Property Hazard Disclosure:

It is your responsibility to advise us of any significant known or potential hazards on your property that could pose a risk to our technician during service. This includes, but is not limited to, large holes, steep drop-offs, hazardous materials, dangerous animals, or any other unsafe conditions. Minor or everyday property features do not need to be reported.
Failure to disclose such hazards may affect our ability to safely perform services and could impact liability.
If hazards you fail to disclose prevent us from safely performing scheduled services, we reserve the right to charge for reasonable costs incurred by our technician attending your property.
If we determine that certain hazards present an unacceptable risk to our technicians, services may be suspended or cancelled until those hazards are eliminated or adequately controlled.
If any new hazards arise or existing hazards change, you can update your hazard details by contacting us.

Dog Safety:

We are happy to work with dogs and have no issue undertaking services while dogs are present, provided they are 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.
If dogs on the property display unsafe behaviour, prevent us from safely accessing the property, or hinder our ability to safely and efficiently undertake the service, our technician will make reasonable attempts to contact you using the available methods (for example, by phone call, knocking on your door, or ringing the doorbell). If we are unable to reach you or you cannot promptly restrain or secure the dogs, we will leave the property, and we reserve the right to charge for reasonable costs incurred by our technician attending your property. If you are subscribed to recurring Dog Waste Removal services, all accumulated dog waste will be removed at your next scheduled service, provided the dogs have been properly restrained or secured to allow safe access to the property.
It is 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 by contacting us.

Public Holidays and Events Outside Our Reasonable Control:

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, where appropriate, 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.
You will not be charged until we successfully reschedule and complete the service.
If we do not have availability to reschedule, we will resume service at your next scheduled service. All accumulated dog waste will be removed at your next scheduled service.
The first service upon resumption will be subject to a Service Resumption Fee. If the service exceeds 30 minutes of removal time, additional time will be charged at $2.10 per minute.

Service Interruption Due to Technician Illness or Unavailability:

There are times when a technician may be unavailable due to illness, injury, leave, personal emergencies, or other circumstances.
Where a scheduled service cannot be provided due to the unavailability of your assigned technician, we may, if capacity allows, offer to provide the service at the next available opportunity and, where appropriate, 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.
You will not be charged until we successfully reschedule and complete the service.
If we do not have availability to reschedule, we will resume service at your next scheduled service. All accumulated dog waste will be removed at your next scheduled service.
If multiple consecutive Dog Waste Removal services are missed without successful rescheduling, the first service upon resumption will be subject to a Service Resumption Fee. If the service exceeds 30 minutes of removal time, additional time will be charged at $2.10 per minute.

Dog Waste Removal:

Our Dog Waste Removal service does not include scrubbing, hosing, deep cleaning, or the removal of embedded residue. Waste that is excessively soft, smeared, or embedded in grass, soil, or hard surfaces may not be completely removed during a standard service. In these cases, our technician will collect the solid waste that can be reasonably removed and complete the service to a reasonable standard.
Our Dog Waste Removal service includes collecting dog waste and bagging it for disposal. Bagged waste will be placed in your bin if it is accessible; if no accessible bin is available, the bagged waste will be placed neatly on the ground in an appropriate location.

Hose-Down:

Our Hose-Down service is an optional add-on to our Dog Waste Removal service and is not included in the standard Dog Waste Removal pricing.
Our Hose-Down service is a targeted hose‑down using the customer’s hose to remove wet, smeared, or stuck‑on dog waste from specific affected areas on artificial surfaces and hardscapes, such as artificial grass, concrete, pavers, decking, or tiles. It is not a full‑surface wash, deep clean, or general cleaning service.
To perform this service, our technicians require access to the customer’s outdoor water tap, hose, and fittings. These must be in working order with sufficient water pressure and flow, and the hose must be long enough to reach the affected areas. In the case that these are unsuitable, you will not be charged.

Dog Waste Bag Dispenser Replenishment:

If you are supplying us with the dog waste bags for your dispensers, it is your responsibility to ensure that sufficient stock is available at the agreed pickup location and times so that scheduled replenishment services can be completed.
If you have requested us to procure the dog waste bags on your behalf, you must confirm accurate bag specifications (including bag type, size, and brand, where applicable) suitable for your dispensers. Bag procurement costs will be charged in accordance with the agreed pricing at the time of purchase and added to your next service invoice.
We are not liable for missed or delayed servicing arising from your failure to meet these requirements, resulting in dog waste bags being unavailable, insufficient, or incorrect. Service will resume once suitable bags are available.
You must provide any necessary keys, tools, or other means required to access your dog waste bag dispensers for replenishment purposes.
Upon discontinuation of service, any excess dog waste bags, keys, tools, or other provided means will be returned to you unless you request otherwise.

Use of Customer Water Supply and Equipment:

Our technicians may use the customer’s outdoor tap and any customer‑supplied hose or fittings to complete the service or clean equipment used during the service.
We are not liable for faults, leaks, bursts, or failures arising from pre‑existing defects or from ordinary and proper use of customer‑supplied equipment.

Consumer Guarantees and Our Re-Service Guarantee:

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), 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.

Changes to These Terms of Service:

We will notify current customers (those currently subscribed to recurring services, including paused recurring services, or those who have a scheduled one-time service) in writing (primarily via email, and where appropriate, via SMS) of any changes to these Terms that may materially affect the services you receive from us or impose new or increased obligations on you. Any such notifications sent to former customers are for informational purposes only. Unless otherwise stated, such changes will take effect 14 days after notification. If you do not agree to the updated Terms, please contact us to discuss your options. The most up‑to‑date version of these Terms is available on our website.

Contact Us:

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