Are your clients important to you?
Our most important piece of information for you to know, is you are a name and a face to us, not a street number. We are a small, but growing, family owned and operated company. At this time all employees are family, which means as we grow, all our crew leaders will be family and carry this same pride with each job. We are not “cut-n-go” people. We get in do the job right, and will never rush just to get more volume of yards rather than pay attention to quality of work!
Do I pay before or after services?
Some jobs may require a deposit, determined by varying factors of the job.
Deposits will be conveyed prior to the final job acceptance.
Jobs requiring a deposit will need to be made 7 business days prior to services.
On estimates please remember a variance from an estimate may apply to your final bill. This is to account for any unknowns that we may experience on the job or added items by the client during the job..
If we come to service your property and the backyard or a portion of your property is not accessible, and we have not been notified prior, the full amount of the invoice will be charged. We have made a trip out there therefore it’s time wasted for our crew and is billable, even if only a portion is done. Your service date will always be the same, so you should leave gates unlocked, or notify us if pets can’t be let in, or if conditions are not good to mow. If that service date changes for any reason an email will be sent out so you can make any adjustments.
A trip fee will be assessed if we arrive to your property and the entire yard cannot be done. Such examples would be contractors for irrigation, fencing, tree trimming, or any other service or any other reason we could not access the yard. Please inform us 24 hours beforehand that we cannot come that day. We will try our best to do a workin on another day when possible.
We will always show up to your property on your service day, unless notified of a date change. We never assume someone doesn’t want a service. If you have a need to skip a service date, it must be conveyed to us by email, text or phone 24 hours prior to your service date. If you do not request to skip a service, we will show up and complete the job. If that happens you will be responsible for the service visit charge.
How do I pay my bill? Do you charge tax?
Please make checks out to Southern Lawncare for the exact amount of your invoice.
Please double check your total, we do charge taxes.
Payment Options are: Credit card, check, cash or money order.
All invoices will be sent out via email. If you do not have an email, please let us know so we can make alternative arrangements.
For your convenience you can use the “Make A Payment” tab under “Current Clients” to submit payments via credit. You may make a one time payment or set set up automatic payments. You can also call or email the information as well, however standard email does not have the same security features.
One time credit card payments will be charged after your payment submission. Payment processing time may vary.
Accounts set up for autopay will be charged after your service visit.
Credit card payments incur a 3% convenience fee.
If you want to leave a check or cash for pickup, please put it in a sealed envelope with your name on the outside, and indicate the location we can find it.
Monthly billing may be requested.
We do not have service contracts and do not offer yearly pricing.
The only contracts required will be for landscaping jobs, not regular yard maintenance.
Deposits & Estimates…
Your quote or estimate may vary from the actual cost of the job. When you agree to the original estimate you are agreeing to the knowledge there may be a variance in the final invoice total. This can be due to several factors, including but not limited to, extra work added, more supplies needed, more man hours, etc. We try to be as accurate as possible, but variations may happen.
If a deposit is required for a job, a minimum of 50% of the estimate will be due 7 days prior to the scheduled date of the job.
All deposits are non-refundable unless the job is cancelled by Southern Lawncare.
Your deposit ensures materials are purchased ahead of time, as well as holding a scheduling spot.
If your job has to be rescheduled by you for any reason with the exception of weather, there will be a rescheduling fee.
Refunds…
If there is any reason for a refund, it will be given in the form of a credit to your account.
If you are no longer a client with us we will issue and mail a check to you.
If paid via credit card we will not issue refunds back to that card.
When is my bill due? Are there late fees?
All bills are due at the time of service.
We do assess late fees. Late fees are calculated based on the open invoice amount.
We ask that you respect we are a small business, and a prompt payment of your bill allows us to pay our bills in a timely manner.
If payments become problematic, you will be notified and your account may incur additional fees.
If a collection attempt has to be generated towards your past due account additional late fees will be incurred.
Collection attempts will include civil and criminal means. (Details in the following section)
Returned checks will be charged a $40 fee plus a requirement that your account balance paid in full.
If a 2nd check is returned on an account you further services will be required to be paid via certified funds on or before your service date.
What if I don't pay?
If you are 2 invoices behind in payments the day you are scheduled for service, that service will be skipped. We will not allow you to fall more than 2 invoices behind.
If we skip you for non-payment you will have to wait until your next scheduled date for services.
Please account for delivery time when mailing a check for payment. We want to make sure we get your payment into your account so you won’t be 2 invoices behind. Weekly clients who pay by check may been given extended time due to the frequency of services and mail time.
Delays in mailing payments are not our responsibility.
If you need to delay payments, or make partial payments, please reach out, we’d be happy to work with you.
Missing a needed service due to unpaid invoices is inconvenient for everyone, so we appreciate prompt payments on your account.
Your account may be paused or terminated for non-payment. The decision will be based off payment history and other possible factors for non-payments.
Accounts that resume services will start back up again on your regularly scheduled day. We will not work in a service for you before that date.
We reserve the right skip a service visit without notification if your account is delinquent.
Once your account is terminated we reserve the right to escalate collection of the balance owed.
Accounts in collection for more than 90 days are subject to criminal charges. In compliance with Texas laws, theft of services charges will be filed against you. Those charges will include fines and/or possible jail time.
A civil claim will also be made against you.
First collection attempts will incur a $50 fee added to your account. If further collection actions have to be taken you will be liable for all fees and charges associated with that process.
When will you do my yard?
Once we schedule your services it will be on a regular rotation, weather permitting.
Any weather or schedule changes will be communicated by email as soon as possible.
Keep in mind, your service date my not have a weather factor, but if a previous day was delayed, it will delay the entire week.
We do as much as we can to not inconvenience as many as people as possible with these delays.
Additional schedule changes may happen, but notification will be given.
Your rotation day should not change throughout the season, however there are occasionally factors that would cause us to move your regular rotation day.
We will work with you on a request for a specific date for your rotation, however, varying factors can affect the rotation date chosen for your property resulting in us not being able to accommodate the request.
You will not be placed in a specific time slot. Routes, services, and conditions will dictate the time schedule for the day.
If gates are locked, and you have been notified of your service date, the full service price will be billed. We have to drive to your residence, not knowing if the gate has been unlocked, therefore it is a service visit fee.
You have the right to adjust your scheduled services between weekly, biweekly and monthly. We will place you on whatever week works best according to our route locations that accommodate your requested schedule change.
You may pause your services at any time.
If your property is overgrown and requires more time or attention than normal, an overgrowth fee will apply without notice.
Please remember when we have to service an overgrown yard, the quality may not be up to par with our normal services. It is hard to get a quality result in those conditions. However the following service scheduled in a timely manner will produce better results.
Animals...
Our primary concern is the safety of your animals. If they are in your backyard during your scheduled service date, we may refuse the right to service any area where your pet may be. Your service charge will still be full price.
We never want to have your precious pet escape, or be harmed during a service. (Some animals bite and nip at equipment, and with a trimmer that can cause some serious injury)
We love animals, but an animals temperament can change if they become scared or it’s unfamiliar, etc. So for the safety of our crew and your pet please arrange not to have your animals out on your service date.
If a crew member is bitten or harmed by your pet, we may request a copy of necessary vet records to know how to proceed caring for their injury.
We also ask that you have your yard clear of animal feces prior to our visit. There is nothing fun about running over a pile of poo and having it slung in your face or all over our equipment.
If you have a yard with a chronic poop problem, we will notify you by email. If it continues to be a problem there will be a charge added to your invoice without notice or services will be skipped at your charge until the poop is cleared.
Other important reminders…
Please pick up any items laying around the yard that would obstruct mowing the night before services are scheduled. Time is of the utmost value in our business, and spending even 5-10 minutes picking up the yard can cost us. Please be courteous of that. We know some toys or belongings can be precious to you or your children or dogs and we don’t want to run the risk ruining something. If we have to pick up excessive items in order to mow, we will send out a notice to you. If it becomes excessive, there will be a charge added to your service invoice without notice.
Overgrown grass for us means twice the work. Mowing tall grass once will leave lots of uncut grass and a ton of clippings and the yard will look awful. With overgrown yards we cut twice, so that the second pass can get any areas missed, and help mulch up the clippings. Even then, the yard can end up not looking its best. Some grass may have laid over and been unable to be cut. After the next mow the yard should look nice and clean. Please try to contact us before the yard gets to this condition. Overgrown yards will require an additional charge.
How long will it take for you to answer my phone call or email or to get an estimate after a walk-thru?
We aim to answer all phone calls and emails within 24-48 hours of receiving them with the exceptions of weekends.
Phone calls or emails will not be answered after business hours.
Sometimes you will notice an email or text response after hours. We do that at our own discretion and availability.
If a property visit is required for your property, we will schedule that with you based on availability. After hours or weekend appointments are not available.
Post assessment quotes are typically sent out within 48 hours.
If your quote requires additional information such as materials costs and availability, measurements, etc. your quote may take longer.
Can I add services or make changes?
If at any time you need additional services along with your basic package, please let us know, we are happy to help.
If we notice additional services your property may benefit from we will suggest them to you, but we will not preform any additional services needed on the spot without your consent, and understanding of charges that will apply to that service.
You can utilize our website, send an email, or call us to request additional services, pause your service, make changes to your account, send us a referral etc.
Do you require me to sign a contract?
Residential clients do not require customer contracts.
We do appreciate a 2 week notice if you are moving, or decide to discontinue services.
Commercial services will require a contract.
A contract or signed bid may apply to large scale work.
Do you use organic or chemical based products?
We use our blend of fertilizer. It is safe for pets, and families.
We can accommodate with an organic option if you'd prefer.
How do I know what to do before or after your services?
If you are unfamiliar with the steps following a particular service we’d be happy to provide you with a care sheet with instructions after fertilization, aeration, sodding, etc.
How often do you cut and charge for my bushes?
All bush services are discussed with each individual clients as to what their needs are. They will not be cut as needed without prior consent to the service.
Do you give discounts if I tell my friends?
We do have a referral program. Word of mouth is a great way to help build our business and we want to thank our customers who bring us new ones. You can find out all about the rewards in our newsletter and on the website.
Do you guarantee your work?
We offer 100% satisfaction. Our main goal is for your yard to be exactly how you’d do it, without any of the work. However we are human and sometimes we miss something or it isn’t how you envisioned it.
Should services not be satisfactory please call or email within 24 hours of services. We want to do what is needed to make it right. Please do not delay in contacting us. If you wait beyond 24-48 hours factors can change, and we need to see the problem as it was when you saw it.
These guidelines protect you as well as us.
Will you be posting pictures of my yard online?
We do reserve the right to photograph our clients yards before and after services. We are proud of our work and want to share our portfolio with prospective clients or those who stop by our website.
We take all precautions to keep the location and property location private, by excluding license plates, or street names or numbersIf you’d like to request we not use our photographs of your property publicly, notify us by email.
We will take photographs when needed for project layout purposes, references needed to complete jobs, or to assist with quotes.
Are you on Social Media?
Yes. You can find us on Instagram account (Southern_Lawncare) and Facebook.
Be sure to leave us a review on Facebook, Google, Yelp, etc.
**By accepting services with Southern Lawncare, you agree to all of the terms and conditions listed.