Terms of Service

Last updated: 23 Nov 2025

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:

The Pricing Page on our website outlines our standard 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. All pricing is in Australian dollars (AUD).
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.
We reserve the right to adjust our standard pricing at our discretion. In the event of a price increase, a minimum of one month’s 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 via a notice on our Pricing Page and in any quote issued to them.
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 on our Pricing Page or in your quote), 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 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.
Payment for one-time services is due within two calendar days following service completion or invoice issuance, whichever occurs later, including any applicable surcharges or additional fees. For example, if the service was completed or the invoice was issued on Monday, payment is due by Wednesday.
Recurring services operate on a monthly subscription cycle. Each monthly subscription period runs from the date of your first service through to and including the day before the same date of the following month (for example, from the 16th of one month to the 15th of the next).
For recurring services, payment for your initial service and any additional services scheduled within the monthly subscription period, as well as any applicable surcharges or additional fees, is due within two calendar days following completion of your initial service or invoice issuance, whichever occurs later.
Subsequent payments for recurring service monthly subscription periods are due within two calendar days following the start of a new subscription period, including any applicable surcharges or additional fees, and will typically recur on the same calendar date as your first invoice (for example, monthly on the 16th). These monthly subscription payments are prepaid in advance for each subscription period.
If payment is declined and cannot be processed within two calendar days following the start of a recurring service monthly subscription period, your services may be suspended until payment is made. Services missed as a result of failed payment will not be rescheduled or refunded.
If you make changes to your services after payment has been processed, any adjustments in charges—whether an additional charge or a credit—will be applied to your account. Additional charges will be automatically deducted using your chosen payment method, and any credits will either be applied to your next payment or refunded, as appropriate.
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 following the applicable cancellation, expiry, or service adjustment (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 account, depending on your financial institution or payment processor. In rare circumstances, processing or banking delays may extend this timeframe.
Monthly pricing is calculated based on an average of 4.35 weeks per month. As a result, you will not be charged extra for months with five weeks, since additional services during these months are already included in the monthly pricing. Refunds for individual services are also calculated based on an average month of 4.35 weeks.
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 details (including mobile number and email) and, for commercial customers, their 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 using the Change Request form within the Customer Hub or by contacting us.
Current customers are also responsible for ensuring their payment details remain current and valid, with charge authorisation enabled, in the Customer Portal, which can be accessed in the Customer Hub. If you have any difficulties updating your payment details, please contact us for assistance. If needed, we can securely enter your payment details over the phone.
If we are unable to contact you or process your payment due to outdated or invalid details, or because payment authorisation has been disabled, your services may be suspended or cancelled until valid information or authorisation is restored.
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 current and accurate 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 using the Change Request form within the Customer Hub or 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.
If the pause occurs partway through your monthly subscription cycle, you will receive a credit for any unused services already paid for. Upon resumption, this will be applied as a reduction to your next payment.
If you choose to cancel services part-way through a pause, or the 3-month pause period expires, a refund for any credit on your account will be initiated.
You can request to resume paused services by providing at least 2 business days’ advance notice via the Change Request form within the Customer Hub or 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 treated as an initial Dog Waste Removal service, and any additional fees, as outlined on our Pricing Page or in your quote, may apply.

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 using the Change Request form within the Customer Hub or 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.
If you are subscribed to recurring services and cancel partway through your monthly subscription period, you will receive a refund for any remaining scheduled services that have not yet been provided in that period.
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 nature of our routes, which are frequently optimised for efficiency, we are unable to provide 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 submit a request using the Change Request form within the Customer Hub or 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 using the Change Request form within the Customer Hub or 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 using the Change Request form within the Customer Hub or by contacting us.

Dog Safety and Aggression:

We are happy to work with dogs and have no issue undertaking services while your dogs are present, provided they are friendly and non-aggressive and do not prevent or hinder us from safely and efficiently undertaking services.
If your dogs display aggression, prevent us from safely accessing your 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 your 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 your 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 aggression 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 friendliness or aggression status using the Change Request form within the Customer Hub or 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 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 have 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 do not have availability to reschedule, we will resume service at your next scheduled service, and if the service has already been paid for, you will 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 will 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 will receive a credit for each missed service beyond the first, to be applied as a reduction to your next payment.

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 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 have already prepaid for the service and choose not to reschedule, a refund will be initiated.
For missed recurring Dog Waste Removal, Sanitising & Deodorising, and Dog Waste Bag Dispenser Replenishment services, if we do not have availability to reschedule, we will resume service at your next scheduled service, and if the service has already been paid for, you will receive a credit for the individual missed service to be applied as a reduction to your next payment.

Sanitising & Deodorising:

When undertaking our Sanitising & Deodorising service, 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 applied in accordance with the manufacturer’s guidelines. This service is suitable for artificial surfaces and hardscapes, such as artificial grass, concrete, pavers, decking, or tiles. XO2 states that the product is safe for humans, surfaces, and pets when used as directed and does not contain phenolics, chlorine, or other toxic chemicals. However, the manufacturer provides no guidance regarding plant safety, so it may pose a risk of harm to exposed plants. We will perform services with due care and skill and will address any issues arising from our negligence. The Safety Data Sheet (SDS) for XO2 5 in 1 is available via the link or upon request.
To perform our Sanitising & Deodorising service, our technicians require access to an outdoor water tap compatible with standard hose connectors and located within 45 metres (hose length) of the furthest point of the designated treatment area. We also prefer the water pressure to be between 250–600 kPa (most Adelaide properties fall within this range). If the water pressure is outside this range, we’ll do our best to complete the service; however, successful completion cannot be guaranteed. In the case that service cannot be completed due to tap or pressure incompatibility, you will not be charged.
XO2 5 in 1 has been tested and proven effective at killing Escherichia coli (E. coli) and Staphylococcus aureus in accordance with the TGA Test for Commercial Grade Disinfectants. However, this testing was conducted in controlled laboratory conditions. We provide no guarantee or warranty that the product and our Sanitising & Deodorising service will fully eliminate or prevent the spread of pathogens. This limitation is especially relevant when applied to outdoor surfaces, where irregularities—such as those present on artificial grass—and the use of a chemical foaming gun for application may prevent complete and uniform coverage of the entire designated treatment area.
While our Sanitising & Deodorising service is designed to significantly reduce odours, the effectiveness of odour elimination can vary depending on factors such as surface type, weather conditions, and the nature of the odour source. We provide no guarantee or warranty that deodorising will completely remove all odours or prevent their recurrence.

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.

Dog Treats:

At our discretion, we may offer complimentary treats to dogs encountered during services. No treats will be given without your explicit consent, which must be documented in your customer record.
The treats provided consist of 100% dehydrated beef or chicken, with no added preservatives, colours, or chemicals, as stated by our suppliers.
If you believe your dog has experienced an adverse reaction to a treat, please notify us immediately so we can update your record and refrain from offering further treats.
You can withdraw your consent at any time by using the Change Request form within the Customer Hub or by contacting us.

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, 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.

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. 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.

Contact Us:

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