Intro
We understand you may have questions about our lawn care policies. To provide clarity and ensure you have all the information you need, we've compiled the most frequently asked questions about our key policies: the 3-Cut Minimum, Long Grass Fee, and 48-Hour policy.
Q&A
What is the 3-Cut Minimum policy?
We have enough confidence in our work that we don't need to lock you into a contract. But we're constantly striving to give our customers the best service possible. To meet this goal, we ask all our customers to stick around for at least the first 3 cuts so we can show you just how great our services can be!
Our 3-cut minimum also gives your Pro time to learn your property. Not happy with something on your first service? Send them a message by selecting Inbox on the support screen on your account.
If you're unhappy with your Pro, use the support screen on your account to request a crew change, and we'll gladly find you a new crew.
The 3-cut minimum only applies to lawn mowing, not to the other services we offer, such as bush trimming, tree care, leaf removal, aeration, cleanups, fertilization, weeding, and mulching.
What is the Long Grass Fee policy?
Our Long Grass Fee policy is in place to make the process of getting your yard mowed more efficient and to compensate our awesome Pros. It takes the Pro longer to mow and puts an additional strain on the equipment to mow grass over 9 inches high.
Long Grass Fee 9 to 15 Inches
If your Pro reports your lawn is between 9 to 15 inches tall, we will add a one-time fee equal to 50% or 100% of the regular mowing price to compensate the Pro.
- If the long grass covers just a part of the yard, the additional fee can be 50%.
- If most of the yard is 9 to 15 inches, then the additional fee will be 100%.
Long Grass Fee over 15 inches
- You will receive a notification via email and SMS if your Pro reports Long Grass over 15 inches for the property.
- If the grass is over 15 inches you will have to approve the Long Grass Fee before the Pro can mow.
- In the Long Grass Fee Report, you will see the days your Pro can return.
- Select the day you would like the pro to return to mow.
- As the days pass they will no longer be available.
- Once you select a date and accept the fee the Pro will be notified and scheduled to return.
- If the Long Grass Fee is rejected or expires, our Customer support will reach out to you to see how you would like to proceed.
- The Long Grass Fee will expire the day before the last day the Pro said they could return.
- When rejecting the Long Grass Fee please tell us why you are rejecting the fee and how you would like to proceed.
What is the 48-Hour policy?
We require 48 hours in advance to make any changes to the schedule. Any less than that and you could be billed for the cost of your normal cut. This gives us enough time to contact the Pro and ensure they are aware of the changes.
If you are within the 48-Hour window we encourage you to contact your Pro directly using your message feature on the Inbox tab in the app.
Why is there a 2-Day Service Window?
We set a 2-Day Service Window because our Pro's schedules are constantly shifting due to unexpected delays such as traffic, weather, equipment, or health issues.
The Pros may have many different types of jobs throughout the day, which take them anywhere from five minutes to five hours to complete and we cannot predict when they will be finished.
We encourage you to contact your Pro directly through our Inbox feature to ask about your appointment time.
It is important to make sure your lawn is accessible during the 2-Day Service Window to ensure there will be no delays to your service.
Why is it important to report service issues within 5 days?
After 5 days grass has grown considerably, especially during peak season. It is no longer easy to see if areas were missed or if it is just normal growth.
What is the Trust & Safety Fee?
Our Trust & Safety fee helps cover LawnStarter's ongoing review of the business information and licensing, if any licenses are required by local laws, of the lawn care Pros you engage through the platform.
This fee only applies to lawn mowing, but it also covers the crews while performing the other services we offer such as fertilizing, weeding, bush trimming, tree care, and more.
This fee is mandatory and cannot be waived.
Can I view LawnStarter's policies in my app?
Yes, they are found in the Profile tab on the LawnStarter app.
Log into the app and select the Profile tab then scroll down to Support.
Under Support select LawnStarter Terms and Policies.
From the Terms and Policies screen select the policy you want to view.
Why is there a Cancellation Fee?
When an appointment is canceled outside the policy guidelines, it often leaves the Pro with an unfilled time slot they’d set aside just for you.
This fee helps account for their commitment and time, ensuring a fair balance for both Customers and Pros.