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Company Policy

SUPERIOR SERVICE PROS

We schedule lawn services Monday thru Friday if necessary, we will use Saturdays for projects and to help make up for any delays. We will be in certain neighborhoods on certain days, and will provide you with a specific service day for your service. We make every effort to maintain the same route every week. Several factors can affect our schedule, so we cannot guarantee an exact time or specific time range each service day, your service day may vary from week to week.

Gates and Pets

All pets must be indoors and all gates must be unlocked on your service day. If we arrive to your property and cannot mow the back yard due to a pet in the yard or a locked gate, you will still be charged full price. Your gate must remain unlocked for the full day of your regular schedule date. If you prefer not to unlock your gate we recommend to use combo locks that you provide us with password or combination. Our technicians are very careful about closing gates, but we don’t guarantee that a pet will not escape from the yard. R&R is not responsible for lost or injured pets.

Items in the Yard

We ask all customers to please pick up all small items such as toys, water hoses, pet waste, screws and other items in the yard before our crew arrives each week. SSP is not responsible for broken items or damage to property due to items on the lawn. SSP is also not responsible for damage to any exposed sprinkler lines, other lines, electrical cables, dog fence lines and other items. SSP is not responsible for any injuries that may result from items not moved prior service.

Watering

Please we do ask you to not water your lawn on your service day. Wet grass can cause clumping, streaking and ruts.

Rain Delays and Holidays

We work Monday Through Friday. We always try to finish our routes, even on rainy days. Because we follow a strict schedule we don’t have the luxury of taking off on holidays or during rainy days. Be aware that only you can make judgment if it is too wet to mow on rainy days. You must call or email us with in 24 hour advance to skip a service, not when we show up; otherwise a 20% trip surcharge will still apply.

If you skip service, your next service will be the following week, must be verify with office.  If it rains any day in the week prior your mow day, your mow day could be pushed forward one day as we work to get back on schedule. We do not skip unless requested.

If we are unable to complete your service due to a heavy rain all day, we adjust our schedule for the rest of the week. We will service all remaining lawn the day after their schedule day. To avoid excessively long grass we recommend allowing us to mow even when the lawn is wet. If necessary, we will use Saturday to help make up for any rain delays.

Schedule Changes and Skipping A Week

If for any reason, you need to re-schedule, cancel or skip a service, please contact us at least 24 hours in advance by phone, or e-mail us by visiting our contact page, in order for the requested skip to take effect. Our technicians will not decide if your yard needs to be cut, so you will need to call or email us to cancel or skip a scheduled mowing. Keep in mind if you are under any agreement, changes will still apply even if you skip service. SSP will not skip two or more consecutive weeks of mowing.

Winter Leaf Pick Up

During the winter months you will have several options based on your individual agreement. Gradual leaf pick up consist of only 2-3 bags per service. Deep leaf clean up consist of every leaf picked up base on our hourly rate. We do not haul away leaf bags for gradual leaf pick up. Unless request and a haul away fee will be applied.

Damage

If there is any property damaged by our technicians, the most common being hidden sprinkler heads, please contact us immediately, within 24 hours of the service. We will not honor any request for repair expenses for damaged property that we were not made aware of and allowed to rectify beforehand.

Service Issues

We strive for your complete 100% satisfaction with every service we provide. While we are unable to give refunds or credit, we will send the technicians back to correct any reasonable service issues, without any additional charges to you provided that you contact us within 24 hours.

Payment Options

SSP will send out invoice at the beginning of each month for the current month services, via e-mail. All customers are required to be on invoice. Invoices are due upon receipt on the 1st of each month prior any services formed. $20 late fee applies to any late payments. Late payments will cause for service cancellation. Any payment made by check or credit card that is declined/not honored by the bank will incur a return fee of $30 dollars. All customers are require to set up automatic pay to start any services with SSP.

Insurance

Protection against the unexpected is a critical (and sometimes overlooked) aspect in hiring a landscape company. As part of our commitment to our customers and to our own business practices, Superior Service Pros maintains Property Liability, Business Liability, Medical Expense and Commercial Automobile Liability Insurance.

Service Cancellation

Customers may cancel service by phone, email or written note requesting cancellation of service at any time. Early cancellation will incur additional fee charged. Customer must receive a confirmation letter for approval. Superior Service Pros terms and conditions includes: * Service agreement is effective on the effective date (date signed) for service, and for the period indicated. Prices are subject to change after completion of the initial term indicated (12 Month Term). Scheduled visits will be performed during normal business hours, and under the schedule of Superior Service Pros (SSP). Visits are subject to change without notice. Packages will be auto debited monthly for prior scheduled service. (12 Month Service Agreement) SSP holds the right to contact you via SMS text messaging, phone calls, mail, email or any form of communication related to customer agreement or services tendered. All promotions, offerings, discounts, and anything else stated are valid only while account is paid and in good standings. The visits have no monetary value, and are not a contractual component to this agreement. Cancellations require a 30 day notice. We offer 100% satisfaction guarantee. Claims, complaints, and or damages must be reported and documented in writing within a 24 hour time period. Claims submitted after a 48 hour period are not guaranteed.  

We hope that you stay with us for the entire season, and we promise to make every effort to earn your loyalty.