Your 100% satisfaction is guaranteed. If for any reason you are not satisfied with the quality of service you have received, please contact us within 24 hours of service. This contact may be in the form of a phone call or voicemail, text, e-mail, or service request through our website. Please leave your contact information and describe the issue in detail. If you contact us after regular business hours (Monday through Friday 8:30am to 4:00pm), we will contact you as soon as possible after opening. If an issue should arise after the 24 hour window, it may be due to an issue of nature or other circumstance that could prevent us from correcting the problem at no charge.

2. Continuous Service

Continuous Service – For your convenience, your Elevate Your Landscape service continues from year-to-year. If you desire to make a change to your service, or to stop your service we will accommodate you. Reminders of our continuous service model will be included on all invoices as well as a notice of your continuous service which will be sent in the spring.

Services List of Continuous Service

Any multi-application Weed Control and Fertilization plans, regular Lawn Cutting plans (weekly, bi-weekly, hi-flex, monthly), Spring Lawn Care services including Spring Lawnch, and all Irrigation Startup/Blowout services.

Payment Terms

Upon enrolling in the Company's services, the Customer is required to provide a valid credit card, which will be securely stored on file. Alternative payment methods, including debit, e-transfer, cheque, and cash, remain available. Payments are due and will be processed on the date of the final service of each month unless otherwise agreed in writing. The Customer may upgrade or downgrade their service plan at any time, with any resulting adjustments to charges taking effect immediately or in the next billing cycle, whichever occurs first. Additional one-time services will be invoiced within the standard billing cycle unless otherwise agreed upon in writing.

Project-based/Hourly billed services requiring a deposit will be invoiced separately, with payment due upon receipt. If an invoice remains unpaid for more than seven (7) days past the due date, the Company will automatically charge the outstanding balance to the Customer’s credit card on file as an assumed preference of payment.

In the event of a credit card charge dispute initiated by the Customer, and should the dispute be resolved in favor of the Company, the Customer agrees to be responsible for any associated fees, including but not limited to legal, administrative, or processing costs. Such fees will be added to the outstanding balance and shall be due immediately upon notification of the dispute resolution outcome.

Payment Collections

Payment for services is due upon receipt of the invoice. For your convenience, the Company offers a pre-payment option for payments made via accepted payment options, including e-transfers, cheque and cash. Customers may also choose to pay on a ‘Per Application’ basis, with payment due immediately following the completion of services.

For Project-based or hourly billed services, invoices unpaid for more than seven (7) days past the due date may be automatically charged to the Customer’s credit card on file, which the Customer authorizes as a secondary method of payment.

The Company accepts multiple forms of payment, including credit card transactions processed through the customer portal or over the phone, as well as e-transfers, cheques, and cash.

All sales are final, and refunds will not be provided. Where applicable, credit will be issued at the sole discretion of the Company.

Prepayment Agreement

If the Customer elects to prepay for some or all of Elevate Your Landscape services, the Customer acknowledges and agrees that the prepaid funds are applied as services are rendered and that depletion of such funds does not constitute an account cancellation. Upon exhaustion of the prepaid balance, services will continue uninterrupted, and the Customer authorizes Elevate Your Landscape to bill any additional charges to the credit card on file.

All e-transfers are sent to accounting@elevateyourlandscape.ca

Cash and cheque payments can be made in person at 2408 30th Ave N, Cranbrook. If payments are made outside of business hours or when office staff are temporarily unavailable, the Customer must place the payment in a sealed envelope with their name clearly written on it and deposit it in the designated mail slot. Once the payment has been processed, a receipt will be available for viewing through the Customer Portal.

Prepayment is encouraged for convenience. In the event that a prepaid service is canceled due to unforeseen circumstances, a credit will be issued and applied to future services. If a refund is required, the Company reserves the right to charge an administrative fee. Once a prepayment has been processed, the corresponding credit will be visible in the Customer Portal.

A $35 fee will be applied to all non-sufficient funds (N.S.F.) cheques.

Level Billing Agreement

Level Billing Agreement can be made for those wanting a consistent monthly payment. Postdated cheques for the length of term is an ideal payment method for lawn mowing clients with additional services.

This Agreement shall remain in effect for a period of seven (7) months or total scheduled services ("Term") beginning on the month of the first scheduled service. The Company agrees to provide the services outlined in the accepted estimate. The specific details, including the type and scope of the Services, are incorporated into this Agreement by reference to the accepted estimate. The total cost of the Services shall be evenly distributed over the Term. The Customer agrees to pay a fixed monthly payment for the Term. The monthly payment amount is calculated based on the total estimated cost of the Services divided by months of Term. Payments shall be made on the 1st day of the 1st month of agreement. If actual costs for the Services vary from the estimated costs, the Company reserves the right to adjust the final payment or issue a credit at the end of the Term. Any overpayments will show as a credit on the customers account. If the Customer terminates this Agreement before the end of the Term, the Customer shall be responsible for any outstanding balance for Services rendered up to the date of termination.

The Company may terminate this Agreement if the Customer fails to make payments or breaches the terms of service. By accepting the estimate, the Customer acknowledges and agrees to the terms and conditions of this Level Billing Agreement. The Customer’s acceptance of the estimate constitutes a binding contract under the terms outlined herein.

Deposits

Deposits are required for some services and will be requested on the estimate if required. If a deposit was paid it will be non-refundable. Under exceptional circumstances, a deposit can be refunded and an administrative fee of $35 or 20% may be applied.

Price Changes

Should there be any price changes for the service, you will receive a 30-day notice prior to the adjustment. This allows you ample time to assess the changes and make any necessary decisions regarding your service.

Cancellation Policy

Continuous services at any time by providing written notice for any reason. Continuous services is not a contract, it is GUARANTEEING your service. Cancellations must be received at least 1 day prior to the next scheduled treatment to avoid late notice cancellation fees.

Please note that for cancellations, we require confirmation directly with our office-either by speaking with an office staff or receiving a reply to your email or text. This ensures that your request is properly recorded and no additional services are completed in error.

For Commercial clients only

Invoices will be sent after the service was completed or for customers with recurring services after the last service of the month. We accept e-transfers, Visa/Mastercard, cheque and cash. After 30 days past invoice date, $25 or 2% monthly fee (whichever is greater) will be applied to the account. An electronic receipt can be viewed through the customer portal. As soon as your payment is processed, your receipt can be viewed. A $35 fee will be applied to all N.S.F cheques.

3. Lawn Cut and Trim

All lawn service includes a cut, trim, and grass will be blown off sidewalks, patios, and driveways. Edging work can be provided upon customer request. Our professional services include good health practices by trimming at correct levels, clean mowing , and evenly dispersed clippings.

Cuts will be scheduled for one day each week, and all customers will be notified of their specific day prior to our first arrival. The regular cut day is not guaranteed and may change. Customers will be informed if their route is altered prior to the scheduled cut day. Due to the need to accommodate weather or statutory days, we may elect to perform the service a day earlier or later than scheduled without notification. If we are 2 days beyond scheduled service, we will check in with an updated timeline for rescheduling.

Green Season Plan

The Green Season Plan includes 27 weekly lawn care visits and is best suited for customers who want a consistent look for their yard from spring through fall.

The cutting schedule runs from the Monday of the week of May 1 through the Friday of the week of October 31.

No more worrying about scheduling leaf and lawn cleanup. This plan includes weekly mulching and cleanup of tree debris to ensure your yard looks clean and well maintained. There are no extra fees for tree debris removal.

Additional services, such as garden bed leaf cleanup, can be added to this plan at our per-minute rate for your property.

Weekly Service

Weekly cutting will be scheduled from the Monday of the week of May 1st through the Friday of the week of September 30th, with one final cut in October. The regular cut day is not guaranteed and may change. Customers will be informed if their route is altered prior to the scheduled cut day. Due to the need to accommodate weather or statutory days, we may elect to perform the service a day earlier or later than scheduled. October cuts will be done biweekly from the last cut or upon request.

Hi-Flex Transition Plan (Weekly in Spring + Biweekly in Summer)

The Hi-Flex Transition Plan allows you to customize your lawn care schedule for greater flexibility and savings. The cutting schedule is from the Monday of the week of May 1st through the Friday of the week of September 30th and 1 final cut in October. For Spring service, customers receive weekly lawn mowing to maintain a consistently neat appearance. Once Summer arrives and the weather becomes drier, customers may choose biweekly mowing to reflect slower grass growth. Customers may return to weekly mowing at any time if irrigation or watering adjustments support faster growth.

For customers on the biweekly schedule, extra growth caused by weather conditions (such as unexpected rainfall) may require additional service time. Additional time is billed at $1.50 per minute. While biweekly mowing may occasionally incur these additional charges, the Hi-Flex Plan remains more cost effective than standard mowing throughout the summer.

The Hi-Flex Transition Plan is designed to provide efficient, tailored lawn care that adjusts to seasonal growth patterns while maximizing value for the customer.

Lawn Cut and Trim – Single/Vacation Cuts

Cuts can be booked on a weekly basis, but the specific day will depend on preexisting routes. All cuts are quoted assuming the lawn was previously cut within the last 7 days. A working estimate of the cost will be based on the basic cut price, multiplied by the number of weeks since the last cut, to account for any extra work. For example, if the last cut was 13 days prior, the expected cost would be double the weekly price. To save on costs, the crew can elect to cut the lawn at a higher length to provide a clean look and transition to the standard height on the next visit. If a property is booked for a scheduled vacation cut, the crew will perform the cut as scheduled, regardless of the lawn's condition, to ensure we honor our commitments.

Requesting to Skip a mow

If it appears to you that your lawn would benefit from skipping a week of service, please notify the office the day before your scheduled day. This may happen during drier periods or toward the end of the season. Otherwise, your lawn will be mowed as scheduled. Please note that notifying the lawn crew in person, will result in a charge of $25 and be applied to your invoice. We need to recover expenses to get there.

If you choose to cancel your weekly lawn care service, a 24 hour notice (or if your service day is Monday, please notify us before 4:00pm on Friday) is required. If we do not receive notice of your cancellation, a charge of $25 will be added to your account. Please note that for cancellations, we require confirmation directly with our office-either by speaking with an office staff or receiving a reply to your email or text. This ensures that your request is properly recorded and no additional services are completed in error.

If you have another company perform weed and fertilization treatments, please inform them of your weekly cutting day. If our crew is prevented from mowing the property due to weed control on the scheduled day, a $25 fee will be added to the invoice and we will return at the next available time.

Too Dry to Cut

If your lawn is experiencing drought stress, the crew may be prevented from a scheduled cut. Cutting a lawn under drought stress may result in damaging the lawn. Under these circumstances, the crew will mark that they were not able to mow the lawn and a $25 recovery will be applied instead of the scheduled service rate. You will be notified in this situation to determine if future cuts should be suspended or able to increase watering to resume schedule.

Custom Cut Height Request

Our standard cut height is 3 inch blade height during the season. This guarantees optimal health, quality, and aesthetic of your lawn. Cutting the grass longer can be requested prior to our arrival or for the following service. Some lawns are able to cut as low as 2.5 inches upon special requests. During the summer season, we may elect to cut at 3.25 inches to allow for better endurance against the heat.

Mowing Equipment

We have many types of mowing equipment that may change the look from prior experience. Some landscapes require multiple pieces of equipment to professionally mow a lawn. Any special requests such as using smaller equipment will result in additional costs and we will change the quote to match the cost of special requests. Please notify us of any unsatisfactory service within 24 hours of service and we will adapt our practice to achieve your satisfaction.

Mulching Grass Clippings versus Bagging

At Elevate Your Landscape, we primarily use mulching for regular lawn cutting. Mulching is cost-effective, reduces labour and hauling fees, and improves lawn health by returning moisture and organic matter to the soil. Our team takes care to disperse clumps for a clean, even finish. In certain situations, such as wet conditions or specific lawn needs, bagging may be more practical. In these cases, our technicians will decide to bag clippings as necessary to maintain the best results for your yard.

Extra Clean Up Due to Storms or Heavy Winds

In the event that a storm or heavy winds leave excessive sticks, tree limbs, or yard debris, Elevate Your Landscape will provide cleanup services; however this work will be scheduled separately from regular mowing services. In most instances, we will communicate with customers prior to performing cleanup, except in cases where debris is so severe that it prevents completion of the scheduled lawn service. If heavy debris accumulates between scheduled visits, customers should contact our office to discuss available options and scheduling. This policy ensures that lawn care can continue safely and efficiently, while providing customers with options to address extra debris caused by weather events.

Extra Clean Up Due to Tree Discharge (pine needles, leaves, etc)

If a tree on your property (or a neighbor’s property) causes excessive debris to the point that it hinders our ability to provide your regularly scheduled lawn service. If your lawn has acquired heavy debris between mows, please contact us to discuss your options.

Tree/Shrub Growth

Our team must be able to safely perform mowing and trimming. If an area presents a risk, our team is trained to avoid the area and we will inform you of the tree/shrub that needs addressing. If you need assistance, we gladly schedule the pruning for you and remove the hazard.

4. Dethatching/Spring Clean up Lawn

Scheduling notice: Customers will be notified 1-2 days prior to the scheduled service.

Service details: This service includes dethatching using a power rake or tine rake over the lawn. Every service includes cleanup of thatch and minor leaf debris, as well as the first cutting. Please note the cleanup may involve multiple pieces of equipment and may be performed by a separate team.

Irrigation heads: All irrigation heads inside the lawn area (excluding the perimeter) must be marked prior to service. Any damage to unmarked irrigation is the homeowner’s responsibility. Elevate Your Landscape will repair any damage to properly marked irrigation.

Lawn Conditions: Dethatching benefits thick, fast-growing lawns. For thin lawns, aeration and weed & fertilization treatments are typically more effective. The end result should be a clean, maintained appearance with visible lines in the lawn exposing the top soil without disturbing roots.

Debris Guidelines: (a.) All debris collected must be grass, leaves, or compostable tree material (needles, cones). Sticks or fallen branches must be declared in advance as extra costs or a separate trip with different equipment may be required. Any undeclared, non-compostable debris will not be removed by the lawn crew.

(b.) Garden bed leaf clean ups can be added to dethatching/spring clean up bookings. This must be requested in advance to ensure the correct equipment and crew are available for the desired results.

5. Aeration

Aeration promotes deep rooting, and improves water and nutrient penetration, resulting in a thicker, healthier lawn. We recommend annual aeration for lawns with compact clay soils. All irrigation heads inside the lawn area (excluding the perimeter) must be marked prior to service. All decks, driveways and sidewalks will be blown clean of soil and grass. The soil cores will naturally break down on the lawn, adding organic matter and microbes to support lawn health.

6. Weed and Fertilization Treatment

Customers will be notified prior to each lawn weed and fertilizer treatment via text and email to ensure they receive the notice before service, because applications require specific weather conditions, notifications will be sent once per scheduled application, even if the crew is delayed due to weather. Questions regarding the safety or composition of our products will be provided upon request. Each treated yard will receive at least one notice sign, typically placed in the front yard. Please keep off the lawn until dry and water the next day, if allowed by local watering restrictions. Due to narrow weather windows, applications cannot be scheduled around watering restrictions. Early morning watering can improve treatment effectiveness, while evening watering should be skipped unless extreme drought conditions exist. Normal watering schedules can be maintained, as fertilizer remains dormant until activated through water.

Areas beyond the lawn (e.g., driveways, alleys, parking spots) are included in the PLUS plan. Customers may enroll in the PLUS plan at any time.

If the treatment is rained on shortly after our application, please inform the office. A follow-up check will be scheduled one week later, and we will reapply as necessary at no additional charge.

Weed-Free Guarantee - Quad Plan and Quad Plus Plan

Elevate Your Landscape is committed to providing a weed-free lawn and/or landscape. Our lawn herbicide treatment is designed to eliminate weeds and provide long-lasting results. Please note: Lawns - herbicide typically shows full effectiveness within 3-10 days. Patios, paths, and driveways - Visible results make take 7-14 days.

While we take every precaution to maintain a weed-free lawn, small weeds may germinate between applications, particularly between the second and fourth week. Our herbicide does not have residual value to prevent leaching into unintended areas, which ensures safety for people, and pets.

If you notice any new weed growth after the waiting period, we will provide localized treatment to address the issue at no additional cost. Customers may request a check-up treatment if new weeds appear between scheduled visits. Requests can be made via text message or our website contact form. If the request is made within one week of your next scheduled service, we may perform your regularly scheduled treatment early.

We stand by the quality of our service and will work diligently to keep your lawn and landscape looking their best!

7. Property Preparation Requirements

To ensure predictable and reliable service, customers are responsible for preparing their property prior to each scheduled visit. Please ensure that all personal items are removed from lawn service areas and that vehicles, gates, and access points are clear. This includes, but is not limited to: Dog feces and pet toys, Children’s toys, Hoses, cords, sprinklers, Gardening tools, furniture, and equipment.

If our crew is required to move or collect items, or if service is delayed due to blockages or lack of access, additional charges may apply. This does not include sticks and yard debris when we are providing a clean up service.

Dog feces present a safety hazard for our crew and equipment. Additional charges will apply if dog waste must be cleared by our crew or if equipment comes into contact with waste prior to or during service.

Proper preparation allows our team to work efficiently, deliver the best results, and avoid damage to personal property or equipment.

Failure to Prepare Property. If a property is not properly prepared at the time of service, including but not limited to, the presence of personal items, pet waste, blocked access, unsecured gate, or vehicles preventing service, Elevate Your Landscape reserves the right to:

8. Courtesy and Safety

While Elevate Your Landscape providing services at your property, the customer is responsible for ensuring that all children, pets, and other individuals remain clear of the work area. This requirement is in place to protect the safety of occupants, visitors, and our crew, and to allow services to be completed efficiently and without interruption. Elevate Your Landscape is not responsible for injury or damage resulting from failure to maintain a safe distance from an active work area.

9. Damages, Marking Responsibility, and Liability Limitations

Elevate Your Landscape is not responsible for damage to unavoidable, exposed or unprotected property features that may be affected during normal lawn maintenance operations, including but not limited to: fencing, mailbox posts, fence lines, swing sets and play structures, low or unprotected siding, plants or landscaping located outside of defined garden beds, and any other unmarked or unprotected items or areas.

Customer Marking Responsibility: Customers are responsible for clearly marking or identifying any plants, irrigation components, landscape features, or items requiring special care prior to service. Failure to properly mark or disclose such items releases Elevate Your Landscape from responsibility for damage resulting from normal service activities.

If damage is directly caused by our equipment to a properly marked and disclosed item, Elevate Your Landscape will notify the customer as soon as reasonably practicable. Customers must report any observed damage within 24 hours of service. Claims submitted after this period will not be eligible for review, adjustment or repair

Elevate Your Landscape is fully licensed and insured, carrying $5,000,000 in commercial general liability insurance and Workers’ Compensation coverage for all employees. Under no circumstances shall Elevate Your Landscape be liable for indirect, incidental, or consequential damages, including loss of use, loss of enjoyment, or replacement of unmarked or undisclosed items.

Irrigation

Elevate Your Landscape is not responsible for damage to improperly installed, shallow, exposed, or above-ground irrigation systems, sprinkler heads, or irrigation components. Customers are responsible for ensuring that all irrigation is properly installed, adequately buried, recessed below grade, and clearly marked prior to service.

Irrigation lines, wiring, or components installed at insufficient depth or outside of standard industry practices are considered hidden hazards and may be damaged during normal lawn maintenance, dethatching, aeration, or other services. Elevate Your Landscape assumes no liability for damage resulting from shallow or improperly installed irrigation.

Elevate Your Landscape offers irrigation repair and adjustment services and can correct irrigation components that interfere with mowing or other services when requested. Properly installed and maintained irrigation systems should not be damaged by standard lawn care equipment.

Small Trees Located in Lawn Areas

Small landscape trees planted within lawn areas can enhance the appearance of a property: however, adequate clearance is required for safe and effective lawn maintenance. A minimum of 1.5 meters (approximately 5 feet) around the tree is required to allow proper mowing and trimming beneath the canopy. While our crew will make reasonable efforts to control grass growth around and beneath small trees, Elevate Your Landscape cannot accept responsibility for damage to low-hanging branches, foliage, trunks or bark where clearance is insufficient or where tree guards are not installed. Due to limited visibility during trimming, damage may occur to unprotected trunks or exposed bark. To reduce the risk of damage, customers are encouraged to maintain a cultivated, mulched, or weed-free area beneath trees, extending to the drip line, and/or install an appropriate tree guard.

Gates

Customers are responsible for ensuring that all gates on the property are unlocked and in proper working order on the scheduled day of service. Gates must open and close properly to allow our crew safe and complete access to all service areas. Our crew will make every effort to close all gates after service. While we take care to prevent errors, customers are encouraged to verify gates are properly secured, as Elevate Your Landscape cannot assume responsibility for gates left open after service.

10. Irrigation Winterization (Blowouts)

Irrigation winterization services are performed between 8:00 am and 5:00 pm. Due to the nature of field service work, we cannot provide specific arrival times.

Customer Responsibilities: If the main water shut-off valve is inside the house, it must be turned off the day before service. This does not involve the timer; it is the valve that controls water flow to the system. If our technician must return due to an unprepared or running system, a $25 additional fee will be applied to the invoice. After the blowout, customers may need to bleed remaining water from the system from inside the house to fully winterize the system.

If the irrigation system is controlled externally, the technician can turn off water at arrival. Customers should turn off timers after the system has been winterized and then you are ready for winter.

Service Guarantee and Limitations: Our winterization guarantee ensures that pipes will not be damaged by freezing temperatures. This guarantee does not cover damage caused by water re-entering the system after blowout or damage to systems in disrepair prior to service. Common examples of excluded damage include broken pipes from the house to the first valve box due to a leaking shut-off valve or accidental reactivation of the system.

Repairs: Any issues identified during the blowout will be flagged by our technician and may be scheduled for repair at a later date.

Irrigation blowouts are part of a continuous maintenance service and are conducted as scheduled each season.

TERMS OF SERVICE

Satisfaction Guarantee