Pricing and billing terms
It is our goal to provide you with the best lawn care but also the easiest account management possible. For this reason, we require that an account is set up with a Visa, MasterCard, Discover Card, or American Express for billing purposes. We do not want you to even have to think about your lawn! We charge your credit card the business day following a service.
Our pricing is determined by the size of your lawn and how often you request service to be performed.. You have access to your account history, billing information and services through our client portal 24/7.
If you have a question, the answer may be here. Take a quick look, and if you don’t find the answer, please contact us. We will contact you back in 24 hrs or less.
Our service policy info:
Service Days
We work Monday through Friday. If necessary, we will use Saturdays to help make up for any rain delays. We will be in certain neighborhoods on certain days, and will provide you with a specific service day for your lawn. 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.
Rain Delays and Holidays
Because we follow a strict schedule, we don’t have the luxury of “taking off” on Halloween, Thanksgiving, Christmas, or even when it lightly rains. We mow in light rain or after the rains subsides. Be aware that only you can make a judgment if it is too wet to mow on rainy days. You must call or email us in advance to skip a mow, not when we show up, otherwise, a trip charge will still apply. If you skip a service, your next mow will be your next scheduled day. Typically, if it rains heavily throughout the day, we will be there the next day, weather permitting. If it rains any day in the week prior to 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 do skip or miss a service day, we will contact you to inform you why we were unable to make it out for your scheduled mow day.
Schedule changes and skips
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 at info@pristinelawndelaware.com. We will make every effort to make the change if you contact us within 24 hours, but with no guarantees. After a skip, your service will be picked back up on the next scheduled service date for your yard. Our crews 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.
Service Cancellation
No same-day cancellations are accepted. There is no obligation by either party to continue service and you may cancel service at any time. We hope that you stay with us for the entire season, and we promise to make every effort to earn your business loyalty.
Lot Sizes
Lawn sizes are determined by utilizing online measurement tools. For larger lots or lots with multiple levels or excessively steep areas, or any lot that is out of the normal characteristic for our area, please fill out the Request For Service form and we will be happy to assist you with a personalized quote for your lawn.
Service Issues
We strive for your complete satisfaction with every service we provide. While we are unable to give refunds or credits, we will send the crew back to correct any reasonable service issues, without any additional charges, provided that you contact us within 24 hours of the service. Otherwise, we will consider the work satisfactory. If you contact us after 24 hours, we will talk to our crew about your complaint in order that it will be corrected on your next service.
Bi-Weekly Service
Bi-weekly services are offered, but we do not recommend this service, especially in the faster-growing portion of the season (May-August). Your yard growth may vary due to a variety of conditions, i.e. watering intervals, fertilizing schedules, etc. We also will not cut the grass shorter than industry-accepted standards, which recommends only cutting 1/3 off the grass height each mowing. Bi-weekly servicing lends itself to such problems and complaints as the following: thatch build-up, grass clumps, excessive grass clippings, grass lines or ridges which appear that we skipped while mowing, and the appearance of an uneven cut in the yard. Unfortunately, we will not be able to send crews back to correct these issues or guarantee these services as we do on our weekly services.
Property Damage
If there is any property damaged by our crew, the most common being hidden sprinkler heads, please contact us immediately, within 7 days, so we can make a timely professional repair at our expense. **We will not honor any request for repair expenses for damaged property that we were not made aware of and allowed to rectify beforehand.** If we are unable to repair the problem professionally we will make arrangements to hire someone who is qualified.
Yard Access
Your gate must remain unlocked for the full day of your regularly scheduled service. If you prefer not to unlock your gate, we recommend that you use combo locks and that you provide us with the password or combination. Sorry, we are unable to send our crews back or issue any credit for not mowing inside a locked fenced area.
Pets/yard Debris
We appreciate you letting us know if you have any pets that are kept outside so that the crews will be aware of them. Our crews will make every effort not to let your pet through the gate, but we cannot guarantee your pet will not escape from your yard.
Please leave your pet inside on your scheduled service days. Please pick up all pet droppings, toys, large bones, large rocks, etc. the day before we mow. If hit by a lawn mower, objects like these in your yard are hazardous to our workers and others. Serious damage can occur to your property, our equipment, or our crews.