Tidy Paws Customer Service

Customer Service

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Policies & Procedures

More about our services

Please read these Policies and Procedures carefully.
Do not hesitate to contact us with any questions. We will be glad to assist you!

Starting Regularly Scheduled Service

All you need to do to start regularly scheduled service is to contact us either through our website, by email, or by phone. We will need to know your name, address, phone number, email address and the type of service you want (frequency of service, size of yard, number of dogs etc). We will then send a confirmation email to you with the estimated cost and the day your service is to start.

First Day of Service

On the first service day, if you want, we will meet with and your pet(s) and answer any questions you may have. It is not necessary for you to meet with us however, and it is perfectly fine for your dogs to be in the yard as long as they are not aggressive. If your dogs are going to be in the yard, we may give them an occasional milk-bone type treat. Let us know if they are on a special diet and should not be given a treat.

Initial Invoice

Once we have completed your initial cleaning, we will send an invoice to you by email covering the first cleanup cost and any charges for the remaining service days for the month. Please note that the initial cleanup frequently costs more than a regularly scheduled service day. This is because there is often more accumulated pet waste than normal. This initial cleaning cost, however, rarely costs more than 2x a regular clean up day. It should also be noted that if your yard is significantly larger than expected, or there are special, unique, service requirements specific to your yard, the estimated price could be affected (example rinsing off patio or driveway).

Cleaning Process

The cleaning process starts with one of our friendly, uniformed, technicians arriving at the your location, in a marked vehicle, between the hours of 6:30am and 6:30pm. If requested, the technician will give you a courtesy call when on the way. Upon arrival, using a rake and yard debris pan, the technician will walk back and forth, through the yard, scooping up any waste and small amounts of yard debris they find. When done, they will walk through the yard a second time, making a cross-hatch pattern, to insure your yard is clean. If any deodorization is required, they will then obtain water from an outdoor spigot for an enzyme solution and apply the solution.Upon leaving the yard, the technician will make very sure any opened gate is closed. Then, unless prohibited by local ordinances, the waste will be bagged and placed in our vehicle for disposal according to EPA guidelines. Prior to leaving, a specially printed sticky note will be placed on your mailbox or door to let you know the yard has been cleaned.

One Time Cleanings

Scheduling a one time cleaning is the same as starting regularly scheduled service. The only difference is that payment is due the day of service once the cleaning is complete. This can be done by paying the technician by check, paying by credit/debit card over the phone, or paying online by Paypal.

Gates and Yard Access

If your yard or property is fenced, we will need access through a gate. If the gate is locked, we will need either an access code or a combination to the lock. If the gate has a keyed lock, it should either be left unlocked on the day of service or a key left where we can find it. If you would like to add or change your lock to a combination type lock, we will provide a high quality master lock to you at cost. If we arrive to service your yard, and we cannot gain access to it because of a locked or blocked gate, we cannot jump over the fence. If we are unable to clean the yard due no access, we may be able to return later in the week if we are in the area. However, there will be an a additional $5 trip charge to cover the extra expense. Otherwise, we will simply come back on the next scheduled visit. There is no refund for a missed cleaning due to a locked gate.

Damaged Gates/Latches

Many times the gates we encounter are damaged or do not function as designed. If your gate will not shut or latch properly, we will let you know that it is in need of repair. If the latch does not engage properly when the gate is pulled closed, we will often provide a clip, free of charge, to help insure the latch is engaged and remains closed. Though we make every effort to make sure all gates are securely closed when we leave (even repairing gates if we can), we cannot be held responsible for fences or gate in disrepair.

Aggressive Dogs

We do not mind servicing yards if dogs are present, and being barked at is just a part of the job. However, we cannot enter a yard if a dog exhibits very aggressive behavior. If you have an aggressive dog, we please ask that they be put up on days of service. We can even give you a call when we are on the way to help insure aggressive dogs are put up. In the event we are unable to clean your yard due to an aggressive dog being present, we may be able to return later in the week if we are in the area. However, there will be an additional $5 trip charge to cover the extra expense. Otherwise, we will simply come back on the next scheduled visit. There is no refund for a missed cleaning due to an aggressive dog being in the yard. Important: In the event one of our technicians are bitten by your dog, it is the customer's responsibility to pay for any medical or related expenses.

"Double Doody" Satisfaction Guarantee

In order to insure we do a good job finding the pet waste in your yard, we walk through your yard twice. We make a grid pattern by walking back and forth in one direction, and then walking back and forth a second time in the other direction. Therefore we offer a "Double Doody" guarantee.

If you are not satisfied that we have done a good job finding the pet waste, we will come back withing 48 hours and reclean your yard or the service is free. This guarantee does not apply, however, if your grass is tall or there is a lot of debris or leaves in the yard.

High Grass and Heavy Leaves or Debris

Though we try our best to find all the pet waste when we clean your yard, we generally cannot find all of it if the grass is tall or there is a lot of debris or leaves in the yard. Even if the debris or leaves are not covering the poop, they still make the poop difficult to find (similar to looking for a specific piece of a jigsaw puzzle when they are all spread out over a table top). If you have tall grass, heavy leaves, or debris in your yard, please be understanding if not all the poop is found. Our "Double Doody" guarantee does not apply in these situations.

Selection of Service Day

In order to keep our prices as low as possible, our routes are designed to efficiently cover most areas of Greater Nashville 2x per week. Though we try to be accommodating and would love to be able to service every customer's yard on the specific day and/or time of their choosing, most of the time we cannot. If a customer would like to be guaranteed a service day that is later in the week, we recommend using 2x per week service. That way the yard will automatically be placed on a Monday/Thursday or Tuesday/Friday rotation.


Customers are generally invoiced by email at the beginning of the month of service with payment due by the 15th of that month. For our customers' convenience, we accept several forms of payment. These include credit/debit card, Paypal through our website, customer's bank bill pay, and personal drafts. Our customers who use credit/debit cards which are set up on autopay do not receive an invoice. Instead, their account is automatically debited prior to the 15th of each month.

Late Payments

If payment is not received by the end of the month, service will be suspended until payment is received. A $5 fee may be assessed to restart service and the customer will be charged for any additional accumulated waste on restart of service.

Delinquent Accounts

Accounts that are 60 days past due will be turned over to a collection agency. The customer will be liable for any collection fees and expenses including, but not limited to collection agency, attorney, filing, court or other associated fees.

Returned Checks

Since the bank charges us for checks that are returned for insufficient funds, we pass that cost onto the customers whose checks are returned. There is a $20 fee for returned checks.

Holiday Policy

Since many of our customers do not want their yards serviced on holidays and our technicians also need a break from time to time, we do not service yards on the following days as observed by the state of Tennessee: New Years Day, Good Friday, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day.

Inclement Weather

In order to keep our technicians safe, we do not service yards when weather conditions are hazardous. This means that if schools are closed due to snow etc... or there are extremely severe thunderstorms, flooding, or tornados in the area, we may not be able to service your yard.

Make Up Days or Refunds for Missed Services

If your service day is missed because of a holiday or inclement weather, and you are a customer with 1x, 2x, or 3x per week service, we simply spend the extra time picking up the additional accumulated waste on the next visit. Upon request, we will provide a $5 refund for the travel time and fuel not used for the missed day. If a customer informs us that they have cleaned up the yard in our absence, we will credit their account the full amount for the missed service day. If you are an every-other-week customer, or a 1x per month customer, and your service is missed due to a holiday or inclement weather, it will be rescheduled. If a service day is missed for a reason other than a holiday or due to inclement weather, the day will be rescheduled or a 100% refund will be applied to your account for that day.

Customer Request for Temporary Suspension of Service

Since we have no contracts, you may request that service be stopped and restarted as the need arises. If you have to suspend service and your dog continues to use the yard, additional charges may apply to clean up the additional accumulated pet waste when service is restarted. Please let us know if you need to suspend service a few days in advance by email.

Customer Cancellation of Service

If you need to cancel service, please let us know by email. We will confirm cancellation of service via a return email. We will also promptly return any prepaid amount for services not provided. There are no cancellation fees.