Dropp's Service Guarantee

At Dropp, we stand firmly behind the quality of our pet waste removal services. Our satisfaction guarantee is designed to give you complete confidence in our work and ensure you receive the exceptional service you deserve.

Our Guarantee to You

Dropp guarantees that:

1. Thorough Cleanup: We will thoroughly clean your yard of all visible pet waste.
2. Reliable Service: We will arrive within the scheduled service window.
3. Professional Conduct: Our technicians will be courteous, professional, and respectful of your property.
4. Quality Results: Your yard will be cleaner and more enjoyable after our visit.

If You're Not Satisfied

In the rare event that you're not completely satisfied with our service, we offer a simple and straightforward resolution process:

1. Report Your Concern

If you believe we've missed an area or if you're not satisfied for any reason:

• Same-Day Reporting: Contact us within 24 hours of your service.
• Photo Documentation: If possible, provide photos of any missed areas (this helps us improve).
• Contact Options:
  • Through the Dropp app (fastest response)
  • Email: hello@trydropp.com
  • Phone: (602) 492-5579

2. Our Response

When you report a concern:

• You'll receive an immediate acknowledgment of your report.
• A customer service representative will contact you within 2 hours during business hours (or by noon the next business day for after-hours reports).
• We'll review the details of your service and work with you to understand the issue.

3. Our Resolution

Depending on the nature of your concern, we will:

• Return Service: Send a technician back to your property within 24-48 hours to address any missed areas at no additional charge.
• Service Credit: If a return visit isn't possible or preferred, we'll issue a credit toward your next scheduled service.
• Refund: In cases where we cannot meet your expectations, we may issue a partial or full refund for the service.

Long-Term Satisfaction

Our commitment to your satisfaction extends beyond a single service:

• Quality Monitoring: We track service quality across all visits to ensure consistent excellence.
• Technician Training: Any service concerns are used as training opportunities to improve our team.
• Relationship Management: For recurring customers, we assign a dedicated account manager to ensure your long-term satisfaction.

Limitations and Exclusions

While we strive for 100% satisfaction, our guarantee is subject to reasonable limitations:

• Weather Conditions: Severe weather may impact service quality despite our best efforts.
• Property Access: We must have proper access to your yard to perform a thorough cleaning.
• Timing: Guarantee claims must be submitted within 24 hours of service completion.
• Yard Condition: Pre-existing conditions (such as excessively overgrown grass) may limit our ability to find all waste.
• Reasonable Expectations: Our guarantee covers visible pet waste removal, not pre-existing yard conditions.

Premium Guarantees

For customers with premium service plans, we offer enhanced guarantees:

• Priority Return Service: Same-day return visits (when reported before noon).
• Extended Reporting Window: 48-hour reporting window instead of 24 hours.
• Weather Guarantee: Rescheduled service on the next available day in case of weather cancellation.

Our Commitment to Improvement

Every service concern helps us improve:

• We track and analyze all service issues to identify trends and improvement opportunities.
• We regularly update our training based on customer feedback.
• We continuously invest in better tools and technologies to enhance service quality.

Help Us Serve You Better

To ensure the best possible service experience:

1. Clear Instructions: Provide detailed information about your yard and any special requirements.
2. Property Access: Ensure we have proper access to all areas that need cleaning.
3. Pet Containment: Secure pets during service for safety and efficiency.
4. Feedback: Share both positive experiences and concerns to help us improve.

At Dropp, our guarantee isn't just a policy—it's a reflection of our commitment to excellence. We're not satisfied until you are, and we'll do whatever it takes to earn and keep your trust.

If you have any questions about our service guarantee, please contact our customer support team.