INFORMATION ABOUT OUR CUSTOMER SERVICE POLICIES

RESIDENTIAL • COMMERCIAL

Why should I read this information?

            It is important that you read this information because this is a complete outline of how our business works.  We are a small business and we strongly rely on customer satisfaction, it is important that you know all our rules and regulations to keep things running smoothly.

What are your hours of operation?

Our hours of operation are 8:00 a.m. until 6:00 p.m.  It is important if you are on the bucket exchange program to have your bucket out at the curb by 8:00 a.m. on your service day to ensure that you don’t miss your service.  You will be charged your regular fee if your bucket is not out and we have not been notified to skip your service that day.

How often does your company come out?

            Most of our in-yard customers prefer service once a week or every other week; however the bucket service is only offered weekly.

What if our house/yard is inaccessible on our regular service day?

            If your house/yard may deem inaccessible on your regular service day, you must call us before we arrive at your residence to skip your service that day or you will be charged your regular fee.

What can I put in my bucket? 

• doggy doo
• cat litter
• small animal shavings
• bird droppings
• lizard gravel
• alpaca doo

Do we work through winter?

            Yes of course we do.   Dogs keep making their messes all year long, and our company continues to clean up and remove pet waste through winter. 

WE APPRECIATE YOUR BUSINESS…..PLEASE READ ON

What happens when we receive extreme weather and/or snow?

            Please check our pager 250-714-7466 or website www.4whendoodycalls.com for any service updates.  We will work in most weather, but snow, heavy winds or very cold weather can stop us.  Luckily we live on this beautiful island where it does not get too cold in the winter months.  Generally, we will resume with your service once the snow melts away.     

What about holidays?

            We do not work on statutory holidays as well as certain weeks that we take for vacation, which you will have advance notice of.  When a holiday falls on a regular service day, we will post a work schedule in the Customer Newsletter attached to your invoice.  Service returns to the regular day the following week.

Should I unlock my gate?

            Yes.  Please have your gate unlocked on your service day.   You may provide us with the combination to your lock if you like or we can loan you a key lock at no cost to you.

Can we work with your dog in the yard?

            In most cases, yes.  We get along well with dogs; however, there are some cases when a dog will not let us enter your yard.  If you know that your dog is not good with strangers, or it becomes apparent that your dog will not allow us to clean the yard, then we ask that you restrain or confine the dog. 

We don’t want to take unnecessary risks with your dog or with us. 

What if I want to skip a service day?

            You will not be charged if you call our office to cancel before we get to your house that day.  If the dog will be gone from the yard for a couple of weeks, or for some other reason you want us to skip your yard for a day or more, we can hold service and you will not be charged for those days.  There will also be no charge for services missed due to weather or some other event beyond our control.

            HOWEVER, if your gate is locked (and we don’t have a key or combination) or the dog will not allow us to clean the yard when we come to do the work etc., it may be necessary to charge for the service call that could not be completed.  For instance, you get to work and remember that the gate is locked; call us early to tell us to skip that day so that you won’t be charged.

How do I pay you?

            We will send an invoice in the mail on the 15^th of each month, after the work is all done.  You then have until the 15^th of the following month to pay by cheque or money order.          There is a $3.00 fee for late payments.  There is a $25.00 charge for NSF cheques or if your cheque does not go through.

What happens if my account is overdue?

            If your account grows over $100.00, your service will immediately be put on hold until payment is received.  There may be an extra charge when service resumes due to excess accumulation of poo. 

Are there any contracts I have to sign?

            No.  We can start and stop your service over the phone.  We do not require contracts, there is no minimum service period, and there is no advance notice required to cancel service.

Is there an extra charge for the first time?

            With your prior approval, there may be an extra charge for the first service if there has been a lot of accumulation of waste over time.

Is it possible to get a one-time-only service?

            Sure!  One-time only or short-term service may easily be arranged.  Payment is due upon completion at the site the service was performed. 

What happens if my poop bucket gets lost or destroyed?

            The bucket we provide you with is the property of When Doody Calls Pet Waste Services.  If it gets lost or destroyed, you will be responsible for the replacement costs of the bucket and/or lid. The bucket cost is $19.50 and the lid cost is $3.50

Are you insured and bondable?

            Yes we are, we provide a high quality professional service.

What does your company mean by “SATISFACTION GUARANTEED”?

            We promise that you will get service you are happy with or you don’t have to pay for it!  We know our business depends on doing excellent work, and it’s the quality of our service on which we stake our success.  We’re working very hard to make our name mean reliable, high-quality service.

            We strive to provide perfect service, but if there is ever a time when our service is not completely satisfactory, please let us know right away.  We will make it right, either by coming back to re-clean the yard the same day or the next day, or by crediting your account so you won’t be charged.

Here are examples of our sign-up forms: