Terms and Conditions

1. Introduction

Welcome to PAPEPO. These Terms and Conditions govern your use of our website and our dog waste removal and lawn sanitisation services. By booking a service, you agree to these terms. PAPEPO LTD operates strictly as a software and matchmaking platform connecting customers (“Users”) with independent service providers (“Handlers”).

2. Platform Role & Limitation of Liability

PAPEPO acts as an intermediary technology platform. We do not employ Handlers; they are independent self-employed contractors running their own local businesses.

• Liability: PAPEPO does not provide public liability or property insurance for Handlers. PAPEPO shall not be held liable for any direct, indirect, or consequential loss, including but not limited to property damage, personal injury, or pet-related incidents (including the escape or injury of pets) arising during or as a result of the services. Any legal claims or disputes must be resolved directly between the User and the Handler.
• Verification: PAPEPO displays verification badges (e.g., DBS checks, Public Liability Insurance) on Handler profiles based in good faith on official documents uploaded by the Handlers. While we conduct reasonable administrative reviews, PAPEPO does not guarantee the absolute authenticity, accuracy, or ongoing validity of such documents and explicitly disclaims all liability for any fraudulent submissions made by third-party Handlers.

3. Property Access, Safety & Security

• Contact-Free Operation: We operate a strictly contact-free service. Handlers are strictly prohibited from entering the interior of the User’s house. Users must provide clear and unobstructed external gate access to the garden.
• Pet Safety: All dogs must be kept indoors during the scheduled service window. If a Handler cannot safely access the garden due to an unrestrained or aggressive dog, the visit will be cancelled and fully charged.
• Lockouts: Garden gates must be left unlocked and fully accessible. If a Handler is unable to safely access your garden due to a locked gate, blocked pathway, or safety concern, the visit will be marked as “Attempted”. The visit remains fully billable, and no refunds or tokens will be issued.
• Post-Visit Security: While Handlers will provide photographic proof of securing the gate upon exit, the User maintains ultimate responsibility for inspecting and ensuring their own property and pet security after the Handler leaves.

4. Subscriptions & Payments

• Rolling Subscription: PAPEPO operates on a rolling month-to-month subscription basis with no long-term lock-in contracts. You may cancel your subscription entirely at any time via your dashboard.
• Payment Processing: All payments are processed securely via Stripe. We do not store your credit card details.
• Pricing Factors: Base prices cover 1 dog. Additional dogs incur a surcharge. A one-off initial deep-clean surcharge may apply if the garden has significant historical accumulation.

5. Scheduling, Skips & Continuity

• Skip Logic: To ensure operational efficiency, you may skip an upcoming visit via your Customer Dashboard. This request must be submitted no later than 5:00 PM on the day prior to your scheduled service. A successful skip automatically credits your ledger with one “Banked Token”, valid for 60 days. Tokens are non-refundable for cash.
• Late Cancellation: Requests received after the 5:00 PM cut-off will be considered a “Late Cancellation”. The visit remains fully billable and is strictly non-refundable and ineligible for a Banked Token.
• Slot Continuity & Designated Handler: Your ongoing subscription secures a recurring service slot with your designated Handler. Because PAPEPO empowers Handlers to run their own independent local businesses, our system automatically reserves their schedule up to 60 days in advance for your future visits to guarantee consistency and build familiarity. PAPEPO will only intervene or reassign your service to a different Handler in the event of Handler unavailability, unresolved service complaints, or platform operational requirements. If your subscription is terminated, your designated time slot will be automatically released back to the platform.

• Handlers will double-bag all collected pet waste and dispose of them directly into your designated domestic general waste bin located on the property. Users must ensure that their bin is safely accessible. PAPEPO and Handlers accept no liability for natural pests, fly accumulation, or odours resulting from the legal disposal of dog waste into the User’s bin.

7. Service Execution & Quality Standards

• PAPEPO is a technology matching platform. The services are fulfilled by independent self-employed contractors. While PAPEPO sets strict service guidelines, bio-security standards, and provides approved materials to all registered handlers, the individual contractor is solely liable for the physical execution of the service. PAPEPO accepts no liability for a Handler’s failure to adhere to the official service standards or equipment specifications during their visit.