Missed Service Policy & Next Steps

If you missed a scheduled service visit, do not worry. This page explains what happens next, what fees or policies may apply, and how to reschedule quickly.

What Counts as a Missed Service?

A service is considered “missed” when:

• The customer was not present or reachable (if required for access)

• The property was inaccessible

• Gates were locked

• Pets prevented access

• Vehicles or trailers blocked service areas

• Snow or storm debris obstructed service

• Payment or account status prevented service

Our team will document the missed visit and leave a notification by email or text.

Immediate Next Steps

If you missed a service:

1. Review the notification or missed-service email.

2. Resolve the issue (unlock gate, move vehicle, etc.).

3. Reschedule through:

   • Customer portal

   • Support center

   • Text/email link

We will work to place you in the next available route window.

Rescheduling Rules

• Residential mowing: typically rescheduled within 1–3 days.

• Commercial or HOA: rescheduled based on route availability.

• Snow removal: delay depends on weather and emergency priority.

Priority customers may receive earlier rescheduling options.

Fees & Charges

In most cases, a missed service may result in one of the following:

• No-access fee (covers travel and crew time)

• Full service charge if the crew performed partial work

• Waived fees in special circumstances such as:

  • Severe weather

  • Road closures

  • Storm-response operations

  • Company routing error

We always notify you before charging any missed-service fee.

What Happens If It Is Our Fault?

If our crew misses a service due to:

• routing issue

• staffing issue

• weather miscommunication

• operational delay

Then:

• the missed service fee is waived

• we will reschedule at no cost

• you may receive a credit if delay is extended

How to Prevent Missed Services

To avoid access issues:

• Unlock gates

• Secure pets

• Clear driveways or entry points

• Keep contact phone/email active

• Notify us if you will not be home

Self-Service Tools

• Reschedule an appointment

• Report a missed service

• Update access instructions

• Modify reminder settings

Common Questions

“Will I be charged for a missed mowing if the gate was locked?”
A no-access fee may apply since the crew traveled and arrived on-site.

“Can I reschedule for the next day?”
Yes. Most residential routes have next-day or two-day availability.

“What if the crew marked me missed and I disagree?”
Submit a review via support. Photos and notes will be verified.