Frequently Asked Questions

Following are FAQ broken down into categories.

Service

Do you contact me if my service day changes?

Yes, we do.

Is a contract required?

No. Doody Master® does not require a contract, there is a Service Agreement that is provided at check-out. This is a month-to-month service. If you would like to cancel service, please notify Doody Master® within 48 hours of scheduled maintenance.

What do you do with the dog waste?

If you decide to take advantage of the discount pricing, we will double-bag the waste and leave it in your garbage. If you choose to pay the regular price, we will remove the waste from your property and dispose of it according to local ordinances.

What does 100% Limited Satisfaction Guarantee mean?

If the Customer is not satisfied with the service provided, contact Doody Master® within 24 hours of service, and they will return to service again, free of charge. Doody Master® cannot guarantee that all dog waste is removed under certain conditions, for example, snow, yard debris, tall grass, or leaves covering the ground. Doody Master® will clean the dog waste that is visible and on the premises when we arrive.

Do you take any holidays off?

Yes, we do. In order for our employees to spend time with their families, Doody Master®observes the following holidays and will be closed: Good Friday, Memorial Day, July 4th, Labor Day and the week following, Thanksgiving, Black Friday, Christmas Day through New Year's Day. Customers will not receive a discounted rate for these holidays because there will be twice as much work after the holiday, which always results in overtime the following week.

Will you clean my yard with my dog outside?

If your dog does not like strangers, and we feel uncomfortable going into the yard, Doody Master® will not clean your yard unless your dog is confined. If your dog is dangerous and you can't guarantee the dog will be confined when we come, we will have to cancel the service. Dog bites are serious and are something we want to avoid. If someone gets bit in a yard, it becomes a workman's compensation case and a homeowner's insurance claim. No one wants to deal with that! Plus, we like to keep our body parts! This is not only for our protection but your protection as well. Safety is a priority.

What if you cannot get into my yard?

Service will be continued the following week if service cannot be performed because a dangerous dog is outside or the gate cannot be opened for whatever reason. You will not receive a discount because we could not clean the yard.

How will you get in my gate if it is locked?

If your gate is locked, Doody Master® will not force the gate open or climb the fence, so please leave your gate unlocked on your service day. If you need to keep the gate locked, prior arrangements must be made for us to gain access.

If I complain about service, what happens next?

I need a stool sample, what do I do?

Contact Doody Master® before your service day, and we will prepare it for you.

Do you clean up the leaves in my yard?

No, we don't pick up leaves in your yard. The only thing that we clean up in your yard is the doody. If there are a lot of leaves in the yard, we won't be able to find the doody underneath. We will only pick up what we can see on top of the leaves. We will do the best we can, but we cannot guarantee that we will be able to find all of the doody.

What if my grass is long?

If your grass is long, we cannot guarantee that we will be able to find all of the doody. It is best when your lawn is regularly mowed.

Do you disinfect your equipment?

Yes, we do. We use the Top Performance 256 brand to disinfect our equipment and shoes. This is to prevent any cross-contamination from other yards. Here is some product information for Top Performance 256: Approved for use against SARS-CoV-2, the cause of Covid-19 Coronavirus. It kills canine influenza, parvovirus, and over 50 other viruses and pathogens.

What are the brand of treats that you leave in the door hanger bag after service is complete?

We use the Old Mother Hubbard brand.

Do you offer one-time and/or spring cleanings?

Yes, we do. Pricing is listed on our pricing plans page.

If my neighbor and I both sign-up for service together, will we get a discount?

No, you will not receive a discount. When we put you on a route, we are already in your area on your service day.

Do you guarantee a specific day and time that you will service my yard?

We do not guarantee a specific time of the day when we will arrive at your home. We have many people on our routes; sometimes, people come and go throughout the year, which affects the routes. We give you a specific service day but not a specific time.

Weather

Do you still operate in the winter?

Yes, we do! In our area, it snows and melts quite frequently. If it snows and covers the ground, we do our best to find everything. If we don't find everything, we will have to work twice as hard once the snow melts. Maintaining service through the winter guarantees no spring clean-up ever again! Check out our Winter Policy for details.

Do you have a Winter Policy?

Yes, we do. Doody Master® is a year-round service. We do the best we can under the conditions in which we are operating. Snow and ice affect your service. Depending on how much snow has fallen depends on how we service your yard that week. When snow is on the ground and doody on top of the snow, we can clean what we can see. If the snow is deep, we will only follow the dog prints in the snow where the dog is going. When it snows overnight, and there is a fresh blanket of snow covering the grass, we cannot find any doody in your yard; therefore, we will cancel service that day. Please note: We do not rake snow to find the doody underneath. Ice is also a problem. When the temperatures are below freezing the doody will be frozen onto hard surfaces like patios, decks, mulch, and dirt. Doody will not be removed until the temperature allows it. Temperatures are generally colder in the morning than in the afternoon, so if your service occurs in the morning and it is still below freezing, and we cannot remove the doody, we will pick it up the following week if temperatures allow. If there are weather storm warnings and school closings, chances are good that we will cancel service that day. Because it will take us twice as long to clean your yard the following week, we do not give refunds due to weather conditions. You are paying a monthly maintenance rate, not weekly. In our area, snow melts quite frequently. When that occurs, all the doody will be removed completely. We may cancel service due to dangerous driving conditions. If there are dangerous driving conditions, chances are good there is too much snow and/or ice for us to find any doody. But don't worry; please remember that when we miss some doody due to the snow, we will be at your home much longer the next time. We do not charge you extra for this because it is included in your monthly maintenance fee. It is in our interest to find all we can. If your yard is on a steep incline, depending on the ice/snow, we may not service this area of your yard. Service in this area will resume once it is safe. Safety is a big concern. With our service, your yard is constantly maintained through the winter months. You never have to worry about spring clean-up ever again. Leaving the doody in the yard during the winter can cause health issues, and your dog can also track the doody into your home. Dogs that are sick may keep infecting themselves repeatedly if they step in the doody and then lick their paws. YUCK!

Why would I keep this service in the winter?

By retaining your service through the winter, your yard is constantly being maintained. The snow completely melts through the winter (hopefully more times than not). During the thaws, you will receive a complete cleaning so that once the spring arrives, you won't have to worry about a spring cleaning because you won't have one. The cost of a spring cleaning is more than one month of maintenance cleaning. You won't have to pay for a spring cleaning ever again!

Do you rake the snow in my yard to find the doody?

No, we do not rake the snow in your yard to find the doody. We will clean what we can see on top of the snow. As the snow melts, we will pick up what we can find.

What if it rains?

Doody Master® operates in the rain unless it is lightning.

When do spring cleanings start?

Spring cleanings begin when no snow is on the ground and the temperatures are above freezing. Because we service year-round, there is no exact date when spring service begins. We cannot service yards with snow because we will not be able to find all the doody. When the temperatures are below freezing, the doody will be frozen to the ground, hard surfaces, and plants.

How soon can you schedule me for my spring cleaning?

Spring cleanings are scheduled once the snow is gone and the temperatures are above freezing. When you sign-up for service, you are scheduled for the next available day. To be efficient, spring cleanings are grouped together from the same towns.

What if it snows on my scheduled spring cleaning day?

If you are scheduled for a spring cleaning and it snows, your service will be rescheduled.

Payments

When is payment required?

Payment is due on the day of service for an initial clean-up or one-time service. Invoicing Option: Payment of one month in advance and the initial cleaning (if the yard hasn't been cleaned in the past two weeks) is required to begin service. Invoices are sent out on the 10th of every month and will be due by the 25th for the next month. Services will be discontinued if payment is not received by the beginning of the next month. All returned checks are subject to a $20.00 fee. Recurring Credit Card Option: When you sign-up for service, you are charged for the initial cleaning (if the yard hasn't been cleaned in the past two weeks) and the rest of the month. Your credit card will be charged at the beginning of each month.

Do you offer discounts?

We offer discounts for pre-payments of more than six months in advance, and initial clean-ups are discounted if a weekly maintenance program is selected.

How do I pay?

One-Time-Only Service: Cash and online credit card accepted - ONLY. Checks are not accepted. Regular Weekly Service: You may send in a check, cash, or pay your invoice online with a credit/debit card. We also offer a recurring credit card payment option. Your credit card would be charged automatically at the beginning of each month.

What happens if I don't pay before the new month begins?

Your service will be automatically canceled until payment is received.

Why do you charge a monthly rate and not per week?

Many customers have recurring payments either through their banks or online with credit cards. Charging per week means that sometimes your invoice would be more when there are five weeks in a month and not four. A flat monthly rate means you know each month what is due.

Do I get a discount if I go on vacation?

We give a discount if someone goes on a vacation for over 2 weeks or more and if the dog is not there.

If you didn't come because I was late on a payment, but I paid by the next week, do I get a discount?

No. We do not give discounts when people have late payments. There will be more work to do when we come once payment is received. Our policy states that if two weeks go by without regular cleaning, you will be charged for an initial cleaning. It is cheaper to pay for monthly service than for an initial cleaning.

Insurance

Do you have liability insurance?

Yes, we do. We carry liability insurance. If you need to see our certificate of liability insurance, contact Doody Master®.

Do you have Workman's Compensation insurance?

Yes, we do.

Cancellation

Can I cancel and start service again?

Yes, you may. If your yard has not been cleaned for more than two weeks, then initial cleaning rates apply. When customers cancel service and come back, current rates apply.

What happens if I don't pay before the new month begins?

Your service will be automatically canceled until payment is received.