The Done Guarantee

The promise

If a scheduled visit is not done, or not done well, we make it right. You get a free redo or a credit for that visit, your choice where both are possible. No arguing, no forms to print.

How to use it

• Tell us within 7 days of the scheduled date. The quickest way is your account: open the visit in your history and choose Flag a problem. Replying to the “lawn done” text works too.
• Say what was wrong: not done, or not done well. A photo from you helps but is not required.
• We reply within 1 business day with a redo date or a credit.

A redo is a free extra visit, usually within a few days. A credit is the value of one visit: for a plan, the monthly price divided by the number of visits in a month; for a one-time visit, what you paid. Credits are applied to your next bill.

What counts

• A visit that did not happen on its scheduled day or the next dry day.
• A visit that skipped part of the work: lawn not mowed, edges not cut, trimming missed, clippings left on hard surfaces.
• Work done badly: scalped patches, missed strips, torn turf from a dull blade.

What is not covered

• Visits you skipped or cancelled yourself.
• Weather delays. A rained-out visit is moved to the next dry day, not missed.
• No access: a locked gate, a car on the lawn, a pet in the yard, or a lawn too cluttered to mow safely. We tell you the same day so it can be sorted for the next visit.
• Damage to items left on the lawn, sprinkler heads at or above grade, or objects hidden in the grass.
• Lawn health. Brown patches, weeds, pests, fungus and irrigation problems are not caused or cured by mowing, and lawn treatment is not part of the service.
• Anything outside what every visit includes, such as beds, shrubs or cleanups.

We watch it too

Every completed visit comes with a photo from the crew. A visit still not marked done two days after its scheduled date raises an alert on our side, so most problems are on our list before you notice them.