Terms of Service
Tax: All rates subject to applicable state and local sales tax.
Guarantee: Your satisfaction is very important to us. We guarantee our weekly mowing service. If for any reason you are not satisfied with the service or you think we did not show up, as long as the office is notified within one day of the service, we will happily provide a redo. Even if you notice a problem after 24 hours, please let us know so we can get it corrected for the next service! We do not offer credits for mows or missed areas, we will provide a redo. Please see our Customer Service Center for complaints.
Every other week mowing: Please be advised that most yards will not look their best (in season) with less than weekly service, and our guarantee to re-do is limited on every other week accounts. If you are particular about the look of your grass, please, schedule weekly mowing in season.
One Time Mows and/or Tall Grass: Re-do’s are not offered for one time mows. Lawns over 6″ and/or severely neglected cannot be properly serviced with standard mowing practices, this service is by the hour and clean up rates apply.
One time mows are meant to fill in for mowing due to mower repairs, vacation, injuries, etc. Not for a lack of maintenance. If your lawn is excessively over grown we will skip it. There is a $20.00 service call charged to your credit card before we visit your home, if it is overgrown and we skip it the $20.00 service call is not refunded.
We reserve the right to reschedule overgrown lawns, and/or refuse new service, one-time lawn mowing service of grass with excess length.
Automatic Sprinklers/Irrigation Systems: Please do not water the night before or the day of your scheduled service.
Sprinkler Repairs: If head damage does occur please notify us within one week of the damage or as close to a week as possible. Please don’t call us in December for damage from July. Flag the damaged head and it will be repaired. Follow the link to the Customer Service Center for sprinkler damage form.
Be aware we do not pay for 3rd party repairs.
Other Damage: We are very careful when we service your lawn, but if a covered incident does happen, we will repair the damage. Contact us immediately, no later than 24 hours after the service where damage occurred. We encourage emailed photos regarding the damage as this will expedite repairs. If you are unable to e-mail photos we will schedule a trip to evaluate the damage.
WINDOW, ART & STATUARY DISCLAIMER – If damage occurs during a service, Bill Kennedy Landscape will pay up to $150.00 per occurrence, for weekly, bi-weekly and monthly maintenance customers. Note: Window damage and expenses related to one time clean ups shall be the sole responsibility of the customer.
Damages we do not cover include but are not limited to: landscape lights with exposed wiring (Malibu Lights), unprotected trees, flowers, wood fences, fence posts, improperly installed irrigation components, exposed cables/wires or sprinkler components/lines normally found below the surface of the lawn, disease or damage to lawns, any item hidden in the landscape and not clearly marked, improperly installed exposed wiring around A/C units, lights, trampolines, plastic pools or other swimming pools.
String Trimming Damage: When string trimming an area within 2 inches of unprotected items a small amount of damage is unavoidable. If you have an item near an area we will be string trimming and wish to avoid damage, please provide mulch at least 6 inches away from the item or tree boots around the item.
Hoses, toys, and other items left on lawn: we are not responsible for damage to items left on the lawn. The crews will do their best to avoid running over hoses, toys, paper, dog bones, etc. However, we work very fast and these items are sometimes difficult to see, so please take a moment and collect all objects on the lawn before the crew arrives.
Damages that occur during the performance of our services shall be the sole responsibility of the contractor. All approved repairs will be made by contractor; repairs made by others will not be the contractor’s financial responsibility.
Charges: Conveniently charged to your credit card on file the week service is performed typically the day after service. Keep in mind the charge does not always post to your account the exact day we enter it, particularly so when card is declined for any reason. We consider your credit card statement your receipt. A detailed invoice of your charges is available by e-mail upon request. If you prefer us to mail you a paper statement a $2 fee plus tax is added to the last service of the month.
Credit Card Declines: We do understand occasionally a credit card may be declined for various reasons: lost; new card; expired etc. We will e-mail to let you know your card was declined, if we do not receive a return call before your next scheduled service date, service may be suspended until payment is received and tall grass fees may apply. A $3 fee is added for declined card fees.
Delinquent accounts: Late fees are assessed on payments not received added to unpaid balances for each month, that such balance remains, plus all costs incurred on collection.
Duration of Service: Our prices are quoted based on a 6 trip minimum for weekly and every other week service. Canceling before the 6 trip minimum is fulfilled incurs a $30 cancellation fee charged to your credit card. Regular Mowing season is March through the end of November. Every other week service begins in March, unless otherwise requested. Weekly service begins in April. Every other week service begins again in late October. We stop mowing the week after Thanksgiving in November unless you request winter services. Please note that weather does affect the need for weekly or every other week service and we may change your schedule accordingly.
Season to Season Continuing Service: We consider you our loyal customer from season to season until you cancel. For the convenience of our customers, service will automatically renew in March unless you request otherwise.
Skipped Mows: To avoid a service charge you MUST contact us by phone or e-mail at least 24 hours if you do not wish to be serviced on your scheduled service day. If a trip is made and you request that we not service your lawn at that time the regular service fee will be charged.
We allow two (2) skips per season for weekly customers, one (1) skip per season for every other week customers, no skips for full service customers. After your allowed skips are reached your service frequency and price will be adjusted to the level needed by your lawn.
Rain: Sometimes it rains on and off and we continue to work, sometimes your day is rained out and we just come the next day. Due to weather and conditions beyond our control from time to time, your mowing service may be off schedule.
Holidays: Typically we work on Holidays to keep our schedule on track.
Fuel: We are greatly affected by the cost of fuel. If fuel costs can be reduced by creating a more efficient route, rather than increasing our prices, your service day may be affected. We will provide 48 hours notice of a change to the schedule.
Inaccessible Yards Once the crew arrives at your home they begin their systematic approach to servicing your lawn. In order to provide timely, efficient and dependable service WE DO NOT CALL OR KNOCK on the door if a yard is inaccessible. The crew will note on the cut sheet the reason why an area was not serviced. We do not offer credits or redo’s for missed areas due to inaccessible yards. If a trip is made and we were unable to service any areas the regular service fee will be charged.
Inaccessible Yards include but are not limited to: locked gates; broken gates; ongoing projects; moving vans; too many parked cars; pets outside; outdoor parties; irrigation running; construction material or workman in a yard.
Combination Locks: With a combination lock we can guarantee your piece of mind and insure our ability to service your property. If you already have a combination lock let us know and we’ll keep the number on file. If you do not have a combination lock we will provide a combination lock at no charge to you for the duration of your service. See the lock request form on the Customer Service Page. We DO NOT send the service team back to service the backyard without additional charges.
Pets: Our crews are careful about locking and closing gates but, we cannot guarantee that a pet will not escape. We recommend keeping your pets inside on service day.
Crew: Please make all communications, changes to service, or complaints through the office and not the service team. There is a possibility that your team leader may forget, be off the next day, or misunderstand the information. Contacting the office directly allows us to insure that your changes or needs are noted correctly in your customer file and are placed on work orders. The team is authorized to perform only the work listed on their work order for the day, additional work must have authorization and approval from the office.
Cancellations: Accepted only through e-mail, the Customer Service Page or by contacting us by phone. It is your responsibility to inform us of cancellation. You will be charged for work provided until you have contacted the office with your cancellation request. Please do not tell the service team that you wish to cancel, it may be misunderstood or they may forget to inform the office.
Cancellations must be made 24 hours before your scheduled service, with no weekend cancellations for the following Monday. If canceling before the 6 trip minimum is fulfilled, a $30 cancellation fee applies.
E-Mail: Electronic notification is monitored from 9am to 5pm during mowing season and checked on a regular basis out of mowing season. We prefer to use e-mail, because, your message gets to us even when we are out of the office, we can respond immediately, regarding schedules changes and special service instructions. However, we’re still happy to hear from you by phone too!
Telephone: The office is open from 9am to 6pm Monday through Friday during the season. We will do our best to return your call by the end of the day if you call before 5pm Monday through Friday. Messages are checked on a regular basis during and after the mowing season.