Terms of Service

Fetch n Forget

Effective Date: 11/27/2024

By using the services of Fetch n Forget, you agree to the following Terms of Service. These terms outline your rights, responsibilities, and our policies regarding payment, cancellations, scheduling, and data collection. Please read them carefully.

1. Account Creation & Access to Services

To access and use our services, users must create an account by providing basic information such as their name, address, email, phone, information about your home, information about your pets, and payment details. After registration, you will receive an email with your login credentials, granting you access to your Client Portal. Through the portal, you can manage your account, service preferences, and more.

Account Features:

• Password Management: Update your password at any time within your portal. If you forget it, you can reset it easily via the login page.
• Account History & Invoices: View past services, invoices, and all relevant communications from Fetch n Forget.
• Service Updates & Communication: Receive updates on service scheduling and photos of your closed gate after each service, available in your account for review.

Linking Your Payment Method:

• Payments are processed through our secure client portal. If you did not sign up via the instant quote on our website, a Fetch n Forget representative can assist in creating an account for you. You will receive login credentials by email.
• Once logged in, you can securely link your payment method for automaticbilling.
• Important: Please link your payment card before your scheduled service. If your card is not linked, we will attempt to contact you via email, SMS text, or at your home. If we cannot reach you, your service will be put on hold until the next available date.
• Help with Payment Setup: If you need assistance with linking your payment card, we are available at (719) 270-1665.

Payment Terms:

• Recurring Services: Regardless of service frequency, you will be billed monthly, in advance, on the 1st of each month.
• One-Time Cleanups: Due immediately after completion.
• Initial Cleanup Billing: If you sign up for recurring services, your first bill will include the initial cleanup fee and the regular-rated amount for the rest of the month.

Initial Cleaning Fee Example:

• Mark signed up for weekly services starting 1/7/2025. He is quoted $20 per cleanup (based on $80 per month for 4 weekly cleanups).
• The agreed rate for the initial cleanup is $50. On 1/7/2025, Mark will be billed for the initial cleanup ($50) and the remaining 3 cleanups in January (3 x $20 = $60) on 1/7/2025.
• Total Charged on 1/7/2025: $110

Next Payments:

• 2/1/2025: $80 (Recurring Weekly Cleanups for February)
• 3/1/2025: $80 (Recurring Weekly Cleanups for March)

Free Initial Cleanups:

• If you sign up for services during our initial cleanups offering, you will not be charged for that initial cleanup, only that remaining month’s cleanup will be charged.

• Issues with Payment / Late Payments: If payment is not received by the due date, services will be paused indefinitely until payment is made.

2. Scheduling & Service Timing

Service Hours:

• We can't guarantee an exact arrival time because our routes are designed for efficiency to keep rates low. Similar to a garbage truck’s schedule, services may happen anytime between 7 AM and dark. If you’re signed up for notifications, we’ll send you a text message roughly 1 hour before we arrive. If you're early in the route, you may only get 15-30 minutes' notice to avoid such an early message. 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 You Need to Be Home?

• No, you do not need to be home. Just ensure there’s easy access to your gate, and that your dogs are friendly if they are in the yard.
• If our staff hasn't met your dogs yet and you'll be home, please inform the technician beforehand if you're planning to let your dogs out. We want to ensure a smooth and friendly introduction!
• After the service, we’ll send you a photo of your closed gate via email or to your online portal.

Holidays & Missed Services Policy:

• In the event that a service is missed due to major holidays or factors like inclement weather (while we strive to complete services regardless of weather, certain conditions may make it unsafe or impossible), inaccessible yards (e.g., locked gates or blocked access), or staffing issues, you will still be charged for the missed service. This is because there will be more waste to clean up during the next visit. To make up for the missed service, we’ll perform a double cleanup the following visit.

Equipment Disinfection:

• We disinfect all equipment after each service using a kennel-grade disinfectant that is safe for both pets and humans.

3. Pausing or Canceling a Membership & Refund Policy

Pause Membership:

• You can pause your recurring services for up to 90 days instead of canceling. This is ideal for situations like vacations, being away for the summer, or other temporary needs.
• When services resume, you will be charged an initial cleanup fee along with the regular service rate for the remainder of the month. Your first bill after restarting will include both the cleanup fee and the prorated amount for the rest of that month.
• If you pause your recurring services after a billing cycle has started, you will not receive a refund for that month. However, services will continue for the remainder of the month, if needed, even after the pause is initiated.

How to Pause:

• To pause your service, the easiest way is via your client portal. Alternatively, you can email us at [email protected] or text us at (719) 270-1665. While payments are non-refundable, we will continue providing services for the remainder of the month you've already paid for if needed.

Cancellation Policy:

• You can cancel your recurring services at any time. If you cancel after the start of a billing cycle, you will not receive a refund for that month. However, services will continue for the remainder of the month, if needed, even after cancellation.

How to Cancel:

• To cancel your service, the easiest way is via your client portal. Alternatively, you can email us at [email protected] or text us at (719) 270-1665. While payments are non-refundable, we will continue providing services for the remainder of the month you've already paid for if needed.

4. Use of Personal Information

By using our services, you consent to the collection and use of your personal data as outlined in our Privacy Policy. We may use your information to:

• Process payments
• Provide services
• Send promotional offers and marketing materials
• 
  

We may share your information with trusted third-party service providers, such as payment processors and email services.

5. Communication & Notifications

By agreeing to these terms, you consent to receive:

• Email communications (service updates, invoices, marketing/promotional)
• SMS/Text notifications (announcements, alerts, confirmations, surveys, service reminders, promotions, and/or other general communication)
• Phone calls for service-related inquiries

You can opt out of marketing communications at any time by:

• Clicking "unsubscribe" in emails
• Replying "STOP" to SMS messages

For customer service inquiries, contact us at:

• Email: [email protected]
• Phone: (719) 270-1665

Message & data rates may apply. Message frequency varies.

6. Third-Party Services & Advertising

We may use third-party advertising platforms (e.g., Google Ads, Facebook Ads) to send targeted marketing. These platforms may use cookies and tracking technologies.

If you do not wish to have your data used for targeted ads, you can opt out through the ad preferences on these platforms or use the Network Advertising Initiative opt-out page.

7. Limitation of Liability

While Fetch n Forget strives to provide high-quality services, we cannot be held liable for damages arising from our services, including incidental or consequential damages. Our maximum liability is limited to the amount paid for the services rendered.

8. Termination of Service

Either party may terminate the service at any time, with or without cause. Fetch n Forget reserves the right to refuse or discontinue service to any client at our discretion.

9. Satisfaction Guarantee

At Fetch n Forget we strive to provide top-quality service every time. If for any reason you are not satisfied with the cleanliness of your yard, please contact us within 24 hours of your service, and we will send a team member to address the issue at no additional cost in a timely manner. Your satisfaction is our priority, and we are committed to ensuring your yard is spotless.

10. Privacy Policy

For details on how we collect, use, and protect your personal data, please refer to our Privacy Policy.

11. Changes to Terms of Service

We reserve the right to update or modify these Terms of Service at any time. Material changes will be communicated via email, posted prominently on our website, or updated within your customer portal. Continued use of our services after changes constitutes acknowledgement and acceptance of the revised terms.

12. Contact Information

If you have any questions or concerns, please contact us:

• Email: [email protected]
• Phone: (719) 270-1665