Terms of Service

1. About these terms

1.1 These terms apply to the pet waste removal services provided by Pet Waste Management NZ Limited (NZBN 9429052991318), trading as PooPals ("PooPals", "we", "us", "our"), and to your use of our website at poopals.co.nz.

1.2 By requesting a quote, booking a free first clean, accepting a service from us, or using our website, you agree to these terms. If you don't agree, please don't use our services or website.

1.3 You confirm you are 18 or over, and that you own the property we will be working at or have the owner's permission (for example your landlord's) to have us provide the services there.

1.4 You can contact us at any time:

• Phone: 027 7778 775
• Email: info@poopals.co.nz
• Based in Wellington, New Zealand

2. Our services

2.1 We remove pet waste (mainly dog waste) from outdoor areas of your property, and sanitise the area, following our standard process on each visit. That process includes:

• walking the yard in a set pattern so that no waste is missed;
• double bagging the waste that is collected;
• if you choose it (or on your free first clean), spraying the lawn to sanitise and deodorise it;
• cleaning our equipment with vet-grade disinfectant between jobs;
• texting you before we arrive, and taking a photo of your closed gate before we leave.

2.2 Unless we agree otherwise, waste is bagged and put in your wheelie bin. We can take the waste away for you as an optional add-on for an additional fee, which is shown when you get a quote. Our sanitise and deodorise spray is also an optional add-on for an additional fee.

2.3 We currently service Wellington City, Lower Hutt, Porirua and Upper Hutt. We may decline a booking outside these areas.

2.4 Our staff are trained and background-checked, and PooPals carries business insurance.

2.5 We only work in outdoor areas that are safely accessible. We don't enter your home, and we don't deal with anything other than pet waste (for example, general rubbish, dead animals or hazardous items).

3. Quotes, free first clean and pricing

3.1 Quotes and prices you get from our website are a guide only. Your final price is confirmed at your free, no-obligation first clean (see clause 3.9), when we have seen your yard.

3.2 Your price depends on things like the number of dogs, how often you'd like us to visit, the size and condition of the area, and whether you choose any add-ons (the sanitise and deodorise spray, or taking the waste away).

3.3 After your free first clean we will confirm your price, visit frequency and any extras to you in writing (email or text). Once you accept, that confirmation forms part of these terms.

3.4 If we discover something at the free first clean or a later visit that changes the work needed (for example, the yard is much larger or more overgrown than described), we will tell you and agree any change in price with you before going ahead.

3.5 We may change our prices from time to time. We will give you at least 14 days' written notice of any price change that affects you, and you can cancel before it takes effect.

3.6 All prices are in New Zealand dollars. We are not currently registered for GST, so our prices do not include GST. If that changes, we will tell you and show any GST clearly.

3.7 One-off clean-ups. A one-off clean-up is $120 and includes up to 90 minutes of work. Additional time is charged at $30 per 30 minutes. If we expect your clean-up to need more than 90 minutes, we will tell you before starting any extra work, and you can choose to go ahead or stop at 90 minutes. One-off clean-ups are paid after the work is completed. Our sanitise and deodorise spray can be added to a one-off clean-up for an additional fee. See clause 3.9.5 for how the free first clean applies to one-off clean-ups.

3.8 Add-ons. Add-ons you choose (the sanitise and deodorise spray, or taking the waste away) are charged per visit on top of your plan price. You can add or remove them at any time by letting us know before your next visit.

3.9 Free first clean

3.9.1 The free first clean includes up to 30 minutes of scooping on your property, followed by our sanitise and deodorise spray.

3.9.2 There is no obligation to start a regular plan.

3.9.3 If the yard needs more than 30 minutes, we will tell you on the day before continuing. Additional time is charged at $30 per 30 minutes, only with your agreement.

3.9.4 One free first clean per property. Free first cleans are limited to 3 per week, offered first in, first served.

3.9.5 For one-off clean-ups, the free first clean is the first 30 minutes of your 90-minute clean-up. The one-off price stays $120.

4. Scheduling and visits

4.1 We will agree a regular service day with you, and we'll text you before we arrive.

4.2 You don't need to be home. If you're out, we will clean, lock up and leave (see clause 5 about access).

4.3 We may need to move a visit because of weather, safety, illness, public holidays or other circumstances outside our control. We will let you know as soon as we can and reschedule as soon as practical. Where a visit is moved rather than missed, no extra charge applies. If a visit is missed or moved, waste can build up, so your next clean may take longer. This is included in your normal price unless the extra work is substantial, in which case we'll agree any extra charge with you first (see clause 3.4).

4.4 If we can't complete a visit because we can't get into the yard (for example, the gate is locked or blocked, or an unsecured dog is loose) we may charge for that visit, or, if it's not practical to do the work on the same day, carry it over to the next visit.

4.5 Arrival times. We don't guarantee a specific arrival time. Visits take place during our normal working hours on your service day, and we'll text you before we arrive.

5. Your responsibilities

5.1 You agree to:

• give us safe, clear access to the areas to be cleaned, including gates and codes;
• keep dogs that may be unfriendly or unpredictable inside or safely secured while we work, or tell us beforehand so we can arrange this with you;
• tell us about anything we should know before we visit, such as hazards, buried or hidden items (irrigation lines, cables, invisible fences), sprayed or treated areas, or changes to your household or pets;
• let us know promptly if your details, your pets or your yard change.

5.2 Please make sure you give us accurate information. We rely on it to price and carry out the work.

6. Payment

6.1 Prepayment. Except for one-off clean-ups (see clause 3.7), our services are billed in advance. Your first paid service is invoiced when you book it, and that invoice is due on receipt. After that, each invoice must be paid before the service it covers.

6.2 Unpaid invoices. If an invoice hasn't been paid before a service is due, we reserve the right to cancel that day's service. Payment details and methods are shown on your invoice.

6.3 Late fees. If an invoice remains unpaid 7 days after the service, a late fee of 20% of the overdue amount is added, to the extent the law allows. We may also pause services until your account is up to date.

7. Pausing, changing and cancelling

7.1 Standard service. There is no lock-in. You can pause, change or cancel your standard service at any time by giving us at least 24 hours' notice before your next scheduled service. If you tell us with less notice than this, we may charge for that visit at our discretion.

7.2 Subscription plans. If you are on a discounted monthly subscription plan, your service will cancel at the end of the period you have paid for.

7.3 How to cancel. Contact us by phone, text or email. We will confirm your cancellation in writing.

7.4 If you cancel, you only pay for services we provide up to the end of the notice period. If you have prepaid for visits that we don't deliver, we will refund the unused portion.

7.5 Cancelling by us. We may cancel or suspend our services if we can't safely carry out the work (for example, because of aggressive dogs, unsafe conditions, or threatening or abusive behaviour), if payments are overdue, or if you break these terms. Where we can, we'll give you notice first.

8. Our guarantees and refunds

8.1 100% Satisfaction Guarantee. If you're not happy with our work, tell us. If we can't fix it, that service is 100% free.

8.2 24-hour guarantee. If we miss a pile or you're not happy with our service for any reason, please contact us within 24 hours of our visit. We will fix it within 24 hours, or that service is 100% free.

8.3 When you tell us about a problem, please give us a chance to fix it. We may ask for a photo or a description of where the problem is.

8.4 Refunds. To request a refund, contact us with your booking details and we'll process your request promptly. A refund will be available where we didn't deliver a service, where we couldn't put right a problem under clauses 8.1 or 8.2, where you have cancelled with proper notice and prepaid for visits we don't deliver (clause 7.4), and as the law requires.

8.5 A "free" service means you won't be charged for it, or we will refund it or credit it to your account, whichever you prefer.

8.6 These guarantees do not affect your rights under the Consumer Guarantees Act 1993 or any other law (see clause 12).

9. Promotions and referrals

9.1 Promotions

9.1.1 From time to time we may run promotions, for example a "free week" of service, through advertisements or other offers. A promotion is available only to the people it is offered to, and for the period stated when it is offered.

9.1.2 Unless we say otherwise, a free week is not necessarily applied to your first service, because the first service is usually the largest clean. It is normally reserved for follow-up services, and is applied at PooPals' discretion.

9.1.3 We may change or withdraw a promotion at any time. Changes do not affect a free service we have already confirmed to you.

9.2 Referral programme

9.2.1 If you refer a neighbour, friend or family member ("your referral") to PooPals, and they sign up as a customer, you and your referral each get one free service. There is no limit on how many people you can refer, or on how many free services you can receive.

9.2.2 To count, your referral must be a new customer (they haven't used PooPals before), and they should be at a different address from yours. The free service depends on your referral joining PooPals.

9.2.3 Your referral's free service is applied to their second service. It is not necessarily applied to their first service, because a first service can be a larger job. Your free service is applied to the next service that is due after your referral's first service has been completed and paid for.

9.2.4 A free service has no cash value and can't be exchanged for money or transferred. We may limit or withhold rewards if we reasonably suspect misuse of the programme.

9.2.5 When you refer someone, you confirm that you have good reason to believe they would like to hear from us and that you're allowed to share their name and contact details with us. We use those details only to contact them about PooPals, as described in our Privacy Policy. Please don't submit anyone's details who has asked not to be contacted.

9.2.6 We may change or end the referral programme at any time. Changes don't affect rewards already earned.

10. Photos, messages and communications

10.1 We take a photo of your closed gate after each visit so that you can see your gate was left secure, and we keep it on file for your account.

10.2 You agree we may contact you by phone, text and email about your enquiry, your visits, your account and your service. You can ask us to stop marketing messages at any time. Service messages (for example, about your next visit) are part of the service. To stop marketing messages, reply STOP to any text from us or use the unsubscribe link in any email.

11. Safety, damage and insurance

11.1 We take care of your property and pets. PooPals carries business insurance to cover issues that may occur on site.

11.2 If you think we have damaged your property, or if there has been an accident, please tell us as soon as possible and, where possible, send us photos. We will look into it promptly and, where we are responsible, put it right.

11.3 We are not responsible for:

• damage to hidden or unmarked things we couldn't reasonably have known about (for example, shallow irrigation lines or cables) that you did not tell us about;
• damage or harm caused by dogs or other animals on your property, or by an animal that was not secured after you told us or agreed that it would be;
• damage that existed before our visit;
• waste that we couldn't reach because access was blocked.

12. Your consumer rights and our liability

12.1 Nothing in these terms takes away your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other New Zealand law that can't lawfully be excluded. Our services come with the guarantees the law gives you, including that they will be carried out with reasonable care and skill.

12.2 Subject to clause 12.1, and to the extent the law permits, we are not liable for indirect or consequential loss (for example, loss of income). Our total liability for any claim is limited to the reasonable cost of repairing or replacing any property that we damaged, or, if the claim isn't about property damage, the price of the service the claim relates to.

12.3 If you use our services for a business purpose (rather than personal, domestic or household use), the parties agree that the Consumer Guarantees Act 1993 doesn't apply, to the extent the law allows. This does not apply to individual householders.

13. Our website and trademark

13.1 The PooPals website, logo, text, images and design belong to us or are used with permission. PooPals is a registered trademark in New Zealand. Please don't copy or reuse our name, logo or content without our permission.

13.2 We try to keep the site accurate and available, but we can't promise that it will always be error-free or uninterrupted. Quotes and prices on the site are a guide only (clause 3.1).

13.3 Our website links to other sites, such as Facebook and Google. We don't control those sites, and they have their own terms and policies.

14. Privacy

14.1 We collect and use your personal information as described in our Privacy Policy, and in line with the Privacy Act 2020. By using our services and website, you accept the Privacy Policy.

15. Events beyond our control

15.1 We aren't responsible for delays or failures caused by things outside our reasonable control, including severe weather, natural disasters, illness, emergencies, or government restrictions. We will let you know and reschedule as soon as we reasonably can.

16. Changes to these terms

16.1 We may update these terms from time to time. The latest version is always on our website, with the "last updated" date at the top. If we make a significant change that affects you, we'll tell you. The new terms apply to services after the date of the change.

17. Law and disputes

17.1 These terms are governed by the laws of New Zealand, and the New Zealand courts have non-exclusive jurisdiction.

17.2 If you have a complaint, please contact us first at info@poopals.co.nz or 027 7778 775. We'll do our best to sort it out quickly and fairly.

18. Business details

Pet Waste Management NZ Limited, trading as PooPals
NZBN: 9429052991318
Wellington, New Zealand
Phone: 027 7778 775 · Email: info@poopals.co.nz