Frequently Asked Questions

How do I pay?

We have a client portal where payment is processed. Our team will create an account on your behalf after you have spoken to a Pet Waste Hero representative. We will then send your login info to your email. The process to sign up is simple and takes under two minutes. Inside your portal account, you will have access to copies of all paid invoices, and records of past/scheduled services, and you can link your credit/debit card to the secure platform. After you link your card, we will generate and pay invoices on your behalf and send you receipts.

Note:

Your card will need to be linked to your account by the time we arrive at your home. If your card is not connected by this time, we will attempt to contact you and knock on your door. If no contact is made, we will reschedule your cleanup for the next available date. Depending on the time of year, this could be weeks out. If you need help connecting your card, we are always available to help you over the phone.

Do you bill monthly?

Yes: Billing occurs on the 1st of each month before services are provided. Payments for initial or one-time cleanups are due upon completion of the job.

Note:

If you move forward with weekly services after an initial cleanup, you will be billed for the remainder of the month along with the initial cleanup on the same day.

Next payment is due the 1st of the following month.

If payment is not received before your first cleanup of the month, you will be removed from the service schedule until payment is processed. 

When first linking a debit or credit card to your online portal, a test transaction for $1.50 may occur. No money is actually taken out of your account. This is simply the standard protocol for the software we use.

What time will you be at my home?

With respect to scheduling, we are unable to provide a timeframe for your service. We work just like the garbage men and provide a service day. This also helps keep our rates low for you! Our routes run from around 7:30 a.m. to dark.

Communication is important and you will always receive notice via text when we are on the way. We provide about 60 minutes’ notice so you are properly informed of our arrival. If you are at the beginning of our route, you will likely receive a 15-30 minute on-the-way text. We don’t want to bother you early in the morning before most are awake. Your service day will be the same day each week. If your service day ever changes, we will always communicate with you in advance.

Do I have to be home when you clean?

No, you do not have to be home when we clean. We simply ask for easy access to your gate.

Do You Disinfect your equipment to prevent the spread of germs?

Yes! Safety is the top priority here at Pet Waste Hero. We disinfect all of our shoes and equipment with a kennel-grade disinfectant to prevent the spread of germs.

Do you take the waste with you?

Yes, we remove the waste from your yard and dispose of it responsibly.

No Access Policy

If we are unable to gain access to your yard because the gate has been locked you will still be charged for the cleaning, however, we will pull double duty the following week. We will knock at the door and make attempts to call you before skipping your yard that day. You will be notified via the customer portal as well.

Dangerous Pet Policy

Pet Waste Hero loves working with dogs! Our team has no issue working with your dog in the yard. If it is evident that your dog is aggressive, or will not let us clean the yard we will make attempts to contact you by knocking on the door, calling, and updating your online portal. If we are unable to clean due to a dangerous dog you will still be charged for the visit and we will pull double duty the following week.

Cancelation Policy

Pet Waste Hero has no contracts and customers can cancel services at any time for any reason with 48-hour notice. Customers can call in to cancel, or update their subscription plan through the customer portal.

Customers that pause services for certain times of the year will be subject to initial cleanup fees, or spring cleanup fees when they return to their monthly subscription.

If a customer cancels services halfway through the month they will be refunded for services that have not occurred. The refund will be processed to the payment method on file in the customer portal.