TERMS OF SERVICE
If you book a lawn service with Lawn Street, you agree to our following Terms of Service. Lawn Street is a digital platform which allows clients to book lawn care services. If you have any questions regarding these terms, please email or call us and we will be happy to explain them in further detail.
A labour hour is defined as 1 hour of labour performed by 1 professional. Therefore, a team of 2 professionals completing 1 hour of work is equivalent to 2 labour hours. If you have any questions regarding labour hours or billing procedures, please call the office prior to your scheduled service.
We have 2 hours minimum for any hourly job. Labour hours may include time taken to load and unload supplies & equipment from vehicle.
All prices are based on the size of your home. Most of our service pricing will be in accordance to the home size and the customised price that’s shown for each of the home sizes. However, some homes may require extra attention to provide a complete lawn service. The standard services we offer and the service time for each of the lawns are based on the following assumptions of maximum lawn mowing time in labour hours as defined below.
(The time limit is only inclusive for the standard services: lawn mowing, whipper snipping and leaf blowing).
Lawn Street reserves the right to re-evaluate rates at any time based on the amount of time it takes to perform our services to meet our customer’s standards or expectations. We will contact the client to discuss possible price or service revisions if the service time will exceed significantly from our maximum time allocated for each home size.
Our Happiness Guarantee policy will assure you that our commitment to our services will satisfy your needs. If there are concerns with the lawn care service you have received, we will work with you to make it right. Below is our procedure.
1. Call us within 48 hours of your booking and provide us with details about your issues.
2. Photos may be required for future reference.
3. We will re-schedule the lawn care at no cost to you on the following business day if you didn’t receive the service you have paid for.
4. After the re-visit, if you still have concerns regarding the lawn care, we will review your issues once again and if we are unable to address your issues, we will provide a credit or a refund to you.
ARRIVAL TIME WINDOWS
Please be aware that we provide an arrival window of 1 hour to allow us to deal with the unpredictable traffic, parking and other surprises. An arrival window may look like: 10:00 am – 11:00 am, 3:00pm – 4:00pm. If our team happens to be running late to your appointment, don’t need to worry because we will notify you as soon as possible.
BREAKAGES AND LOSS POLICY
Our lawn care professionals always take extra time and care whilst servicing your home. If there is a breakage or loss during your cleaning, notification of such an event must be made to Lawn Street within 48 hours of service by email or phone. Provide us with photos and estimate of the damages. Once Lawn Street receives the notification, we will try our best to repair or replace the broken, damage or lost item.
Lawn Street reserves the right to contract suitable professionals to repair damages and will make payment arrangements directly with its contractors to settle any damage repair.
Lawn Street is not responsible for breakage due to normal wear and tear, deterioration cause by age, or damage caused by improper assembly, construction, or mounting of an item. Please inform us immediately if any items in your lawn require this type of attention.
Human and animal urine and faeces, medical syringes, mucous, vomit and blood all fall into the categories of biological hazards and blood-borne pathogens. A biohazard is organic matter that poses danger to humans. For this reason, we ask our gardeners to avoid potential biological hazards and blood-borne pathogens beyond what is part of our cleaning checklist. We clean around them to the best of our ability and notify you of their presence. In any case where the gardener feels unsafe, we have the right to cancel the service.
If the condition of your property goes over and beyond our normal cleaning environment that is covered in our lawn care packages, our team have the right to walk away or re-evaluate the rates in order to complete the job to client’s expectations. In the event where cleaning teams decide to refuse service, you will be charged a $50 booking fee due to incorrect description of job. This fee is in place to cover expenses they incur for lost travel time and fuel.
This is usually only an issue in CBD areas where parking is a challenge. We do require a place to park close to your front door, so your lawn care service is uninterrupted. At any time where gardeners have no choice but to use paid parking, we will ask for your agreement prior and add the cost onto your final invoice. Otherwise, we have the right to cancel/reschedule service if no parking is available.
We want to make sure everyone’s appointment is serviced with the best team for the job. It takes us time to for us to allocate the right lawn care professional for you. That is why we ask for 24 hours’ notice for all cancellations or rescheduling. Cancellation or rescheduling 24 hours prior to the initial appointment will incur a $50 charge. Repeated cancellations or offense will cause a disruption in our service and may result in a cancellation of your service all together.
Please ensure that the lawn care professional have full accessibility to your home during the service. This includes easy access to the lawn without anything blocking the way of the lawn mowers or other machines to gives the professionals the ability to complete their job without interruptions. Any pets or minors should be monitored to ensure they are not interrupting the service. A $50 fee may apply if the gardener arrives and is unable to complete their job due to any kind of interruptions. This fee is in place to cover expenses the incur for lost travel time and fuel.
We reserve the right to cancel/reschedule any services in the event where our professionals feel unsafe to enter due to unsecured pets. We require that any pets are always secured during cleaning. Our teams are instructed not to enter a property if they believe that a pet could be a potential threat. Please keep in mind that pets may behave differently if a family member is not around. A $50 fee may be assessed in the event where the cleaners cannot enter the property due to unsecured pets.
ENTRY & LOCK OUTS
If you will not be home to let us in, we ask that you provide us with entry instructions and, if necessary, an alarm code. A $50 fee may be applied if the cleaning professional arrives and is unable to access the property. This fee is in place to cover expenses incur for lost travel time and fuel.
Lawn Street is unable to accept keys from our customers due to unpredictability and security concerns. We will not be able to track or retrieve any keys passed to your cleaning professional. We recommend using a key lockbox as a secure and convenient way to give teams access to your keys at home. If you have any entry or alarm instruction, you may add this to your booking notes or emailing/calling us so we can add this to your notes.
We accept Visa, Mastercard, and Amex. A hold will be placed on your card the day prior to your service. However, you will not be charged until the evening of your completed service. We reserve the right to cancel any booking which fails to complete a security hold on your funds.
Due to safety concerns, we do not allow our cleaners to move and/or lift heavy items that’s not related to our line of work. If you would like us to clean at certain areas that has large trunks of trees or appliances, please move them out before our arrival.
INDEPENDENT LAWN PROFESSIONALS
Lawn care professionals are not employees of Lawn Street. Lawn Street is a digital platform that allows independent contractors to access where and when they want to work. All lawn care professionals are registered with our platform have through a rigorous process and must ensure a premium quality of workmanship to stay on our platform.
Our offices are closed during NSW Public Holidays. However, most of our lawn care professionals will continue to be working. If your lawn care professional is taking time off, we will contact you before your service to reschedule your booking. If you have a scheduled cleaning during public holidays and run into any issues or require support, we ask that you email us or leave us a voicemail, and we’ll get back to you during the next business day.
Our offices are closed during the following public holidays: New Year’s Day, Australia Day, Good Friday & Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day and Boxing Day.
We reserve the right to cancel or reschedule jobs in the event of severe weather. We may determine that it is not safe to travel or perform work during this time, therefore, we may need to cancel or reschedule your service. We are not liable for any outcome in this event.
We reserve the right to cancel/reschedule any services in the event of any unpredictable events. Such events may include car accidents, traffic blocks, health & family emergencies. These events are uncontrollable and may lead to us cancelling or rescheduling your service. We are not liable for any outcome in this event.