Gate Access Issues

Gate access is a common reason services may be delayed or marked as missed. This page explains what happens when a crew cannot access your property, how to prevent access issues, and what to do if a gate was locked or obstructed at the time of service.

Why Gate Access Matters

For services such as mowing, trimming, backyard cleanup, or snow removal, crews require access to:

• Backyards

• Side yards

• Driveways

• Detached areas

• Commercial fenced zones

Locked or obstructed gates prevent crews from completing the full service.

What Happens If a Gate Is Locked

If a gate is locked or access is blocked when we arrive:

1. The crew will attempt to contact you.

2. Photos or notes may be documented for records.

3. Service will be:

   • completed in accessible areas, or

   • marked as a missed or partial service.

We will notify you via email or text with next steps.

Partial Service Policy

If the front yard is accessible:

• We may perform partial service.

• The backyard or fenced areas will be rescheduled.

Partial service may result in either:

• a reduced invoice

• a no-access fee

• or a rescheduled full service based on customer preference

The outcome depends on the booking type and scope.

Rescheduling Rules

If a gate issue caused a missed or partial service:

• Rescheduling can be done through the portal or support.

• Most residential yards are rescheduled within 1–3 days.

• Commercial properties may require coordination with building managers.

Priority customers may receive quicker availability.

Access Code or Key Policy

Customers may provide gate access via:

• numeric gate code

• temporary code

• lockbox code

• authorized entry instructions

All access codes are confidential and used only for service.

We do not request or store physical gate keys.

Fee Considerations

A locked gate or no-access issue may result in:

• no-access fee if travel and crew time was used

• regular fee if partial service was completed

• no fee for:

  • documented weather issues

  • emergency snow operations

  • company routing errors

Customers are always notified before charges are applied.

How to Prevent Access Issues

To ensure smooth service:

• Unlock gates before appointment windows

• Provide gate codes at booking

• Secure pets

• Clear objects from gate access points

• Notify us of special access instructions

For commercial or HOA sites, ensure maintenance gates or service entrances are unlocked.

What to Do If We Missed You

If you forgot to unlock your gate:

1. Unlock or clear access.

2. Contact support or use the reschedule link.

3. We will place you in the next available route.

No-access fees may apply unless waived under policy.

Common Questions

“Do I have to be home?”
No. As long as your gate or yard is accessible, you do not need to be home.

“Can I give my gate code securely?”
Yes. You may enter it through the booking portal or support form.

“Will I be charged if the gate is locked?”
A no-access fee may apply, depending on the situation. Weather or company routing errors are not charged.

Special Considerations for Winter

For snow removal:

• gates may freeze or become obstructed

• plows may require driveway access

• salting may be delayed if access is blocked

Clearing snow from gate areas helps prevent access issues.