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/Hourly billed services, 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.

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 depletion of Customer’s prepayment funds is not an automatic cancellation of Customer account. Once the prepaid balance is exhausted, services will continue, and any further charges will be billed to the credit card on file to ensure uninterrupted service.

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

Cash/Cheque payments can be made at 2408 30th Ave N, Cranbrook. Please bring an envelope with your name on it so it can be placed in the mail door slot if after hours or office staff temporarily leave the office. Once the payment has been applied, you can see the receipt by using the Customer Portal.

Prepayments are easiest for everyone. If a prepaid service is canceled due to unforeseen circumstances, a credit will be held and applied to the next service. If a refund is required, an administrative fee may be applied. As soon as your prepayment is processed, your credit can be viewed in your client portal. A $35 fee will be applied to all N.S.F cheques.

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. It’s that easy. 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.

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 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 Three season plan is best selected for customers who want a consistent look to their yard from spring to fall. The cutting schedule is from the Monday of the week of May 1st through the Friday of the week of October 31st. No more worrying about scheduling leaf lawn clean up. This will include mulching/cleaning up of tree debris every week to make sure your yard is clean looking its best. No extra fees for tree debris. Extra requests such as garden bed leaf clean up can be added to this plan at our per minute price to 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. In the Spring, you will receive weekly lawn mowing to keep your yard looking fresh. Once Summer arrives and the weather becomes drier, you can opt for biweekly mowing to reduce the frequency and adjust to the slower growth rate of the lawn. If the watering levels are corrected, you can elect to go weekly at any time.

For customers who choose biweekly mowing during the Summer/Fall, please note that if additional time is required beyond the regular weekly cutting budget (typically due to unexpected rainfall that creates extra growth), an additional fee of $1.42 per minute will apply. This is a rare occurrence but may happen when the grass grows more quickly due to weather conditions during the biweekly cycle.

Although the cost per cut for biweekly mowing may be slightly higher when these additional charges apply, the Hi-Flex plan still offers significant savings compared to weekly mowing services during the summer months.

We aim to provide you with the most efficient, cost-effective lawn care, tailored to the changing seasons!

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 hope you understand that 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.

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.

Requesting to Mow Shorter

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 prefer mulching for all regular cutting. We take steps to disperse any clumps. By mulching we offer the best price and value to our customer to avoid extra labour and hauling costs. Clippings also bring better health to your lawn by adding moisture retention and organic matter. However, some lawns due to practical advantages or wet conditions, there are more advantages to bag. Our technicians will elect to do so when needed.

Extra Clean Up Due to Storm or Heavy Winds

If a storm or heavy wind leaves behind excessive sticks, tree limbs, and/or yard debris, we will clean up but it will be scheduled uniquely to mowing day. In most instances, we will communicate with you before any work is done; the only exception is if the debris is so severe 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.

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

If a tree on your property (or a neighbor’s property) causes excessive discharge 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

A notice will be given when the service is scheduled 1-2 days prior.

This service includes a power rake or tine rake over the lawn.

All irrigation heads inside excluding the perimeter of the lawn must be marked prior to our arrival. Any damages due to unmarked irrigation the homeowner will take responsibility for. Any damage to marked irrigation Elevate Your landscape will repair.

Every dethatch service includes cleanup of thatch and minor leaf debris and first cutting. Please note the cleanup crew will consist of multiple pieces of equipment which often comes on a different team. Dethatching is a process that aids thick growing lawns. If you have a thin lawn, aeration and weed & fertilization treatments are better solutions. The end result should be a clean, kept look, with visible lines in the lawn exposing the top soil without disturbing roots.

a; All debris collected at dethatch lawn bookings must be grass, leaves, or compostable tree debris such as needles, or cones. Sticks or fallen branches must be declared ahead of time as additional costs will be incurred or a separate trip may be needed with different hauling equipment. Any debris not suitable to be disposed for the lawn crew will be left behind if not declared upon booking.

b; Garden bed leaf clean ups can be included on Dethatching/Spring clean up bookings. This must be declared before the service as to determine the correct equipment to be needed or if the lawn crew is able to achieve desired results.

5. Aeration

Essential for deep rooting, aeration of lawn assists with water and food penetration producing a thick healthy lawn. We recommend annual aeration for lawns with compact clay soils. All irrigation heads inside excluding the perimeter of the lawn must be marked prior to our arrival. All decks, driveways and sidewalks will be blown clean of soil and grass. The cores quickly break down further helping the lawn with organic matter and microbes.

6. Weed and Fertilization Treatment

All weed and fertilize treatments of the lawn will be notified prior to arrival. Due to the nature of needing specific weather conditions to apply our solutions, we will notify once per application even though it may be more than one day to be able to perform the application. Notifications will be texted or emailed based on customers preference. Any specific questions about our products with safety concerns will freely be given upon request. Each yard will at a minimum receive one sign notice on the yard typically in the front yard. Please keep off until dry and water the following day if permissible by your local watering restrictions. Due to narrow weather windows of application, we do not schedule around watering restrictions. Watering in the early morning of application improves the efficacy of fertilization and weed control. The only inconvenience is the evening watering should be skipped unless extreme drought conditions. Maintain your normal watering schedule as the fertilizer will be safely dormant until activated through watering.

Any areas beyond the lawn such as driveways, alleys, or parking spots will be treated in a PLUS plan. A customer can elect to join a PLUS plan at any time.

If the application is rained on shortly after our application, please inform the office as we will schedule a check up one week after application. We will reapply as necessary at no additional charge.

Weed-Free Guarantee for Weed Control Quad Plan and Quad Plus Plan

We are 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 that the herbicide typically takes between 3-10 days to show its full effectiveness on lawns. For patios, paths, and driveways, the herbicide may take 7-14 days to show visible results.

While we take every precaution to ensure your lawn remains weed-free, small weeds may still 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. If you notice any new weed growth after the waiting period, we will provide localized treatment to address the issue at no additional cost.

If you would like a check-up treatment or if new weeds appear between scheduled visits, please reach out to us via our texting line or website contact form. If the request is made within one week of your regularly scheduled service, we may perform the scheduled treatment early.

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

Payment Amount for Per Service

The Weed and Fertilization services are prorated and are not billed equally if payment per treatment is selected. Not billing equally allows a free cancellation policy. An annual payment for ease of mind is always encouraged.

7. How to prepare your yard prior to service

Your service will be predictable and reliable. Since you’ll know when we’re coming, we ask that you please pick up all items in your yard and move all vehicles or blockages that may hinder our ability to access gates, etc. This includes dog feces and dog toys, children’s toys, hoses, gardening equipment, etc. Extra charges may apply if our crew is responsible for picking up items in your yard (this excludes sticks and yard debris when we are providing a clean up service) or is delayed at your property due to blockages. This ensures that our crew can stay efficient and do the best job for you, while avoiding damage to your personal items and our equipment.

Dog piles are a safety hazard for our crew and equipment. There will be a charge if we run through dog piles or have to clean up before commencing work.

8. Courtesy and Safety

While Elevate Your Landscape is on location at your property, you are responsible for keeping all children and pets, as well as other individuals, away from the work area. This is for your safety, as well as our own.

9. Damages

We cannot be held responsible for damage to certain unavoidable areas that could be affected by a string trimmer, including, but not limited to: fencing, mailbox posts, fences, swingsets and play areas, unprotected siding that may be low to the ground, unmarked plants placed outside of regular beds, and other unprotected or unmarked areas. If an item was directly damaged by our equipment, we will communicate the issue with you as soon as possible; if you notice that an item has been damaged, please notify us within 24 hours per our satisfaction guarantee below. Please note that Elevate Your Landscape is fully licensed and insured, carries 5 million dollar liability insurance, and workers’ compensation coverage on all Elevate Your Landscape employees.

Irrigation

We cannot be held responsible for damage to improperly installed irrigation systems and above ground sprinkler heads. We do offer irrigation repair services and are able to correct the irrigation to not impede mowing. Properly installed irrigation will not be damaged by mowing equipment.

Small Trees in the Lawn

Small landscape trees are often planted in the lawn and make an attractive addition to your yard. However, we are usually unable to properly trim or mow the lawn under such trees unless there is a minimum of 1.5 m vertical clearance all around under the tree. We will do our best to control grass growing under these trees but cannot accept responsibility for damage to low hanging foliage or branches. If the tree does not have a tree guard we cannot accept responsibility for damage to the trunk or bark, as we may not be able to see exactly what our equipment is trimming. The best thing you can do to protect your tree is to keep the entire area under the tree, out to the drip-line, nicely cultivated and weeded or use a tree guard.

Gates

The crew needs access to all areas of the property and all gates must be unlocked for the scheduled day of cutting. All gates must be in good working order by the client to open and close properly. Our crew will close all gates after servicing the property. Please double check the gates were closed as we sincerely work hard to prevent any mistakes, we are still human.

10. Irrigation Winterization (blow outs)

You can expect your irrigation to be blown out between 8:00 am and 5:00 pm. Due to the unexpected nature of service work we cannot forecast specific times.

Please TURN OFF WATER VALVE if the shut off is inside the house on the day before your notified service. This does not involve the timer. It is a valve that controls the water flow. If the technician has to make an additional trip to conduct service, a $25 fee will be added to your invoice.

After we have blown out the system, you may need to bleed out the line from the inside to fully winterize your system.

If the irrigation is controlled from the outside, we can turn it off upon our arrival. Turn your timer off after we have blown out your system and you are ready for winter.

Our guarantee ensures all pipes will not be damaged by freezing temperatures. Our guarantee does not cover irrigation damage from water re-entering the system after the blowout was conducted or if the system was in disrepair prior to the blowout service. A common example is the pipe breaking from the house to the first valve box caused by incidental turn on or a leaking shut off valve.

Any repairs found through blowouts will be flagged and may be scheduled for repair at a later date.

Irrigation blowouts are a continuous service

TERMS OF SERVICE

(revised. Feb 26/25)

Satisfaction Guarantee