Terms & Conditions
Your guide to our services, policies, and partnership.
Payment Schedule & Billing
Services are totaled for the season and divided into a consistent monthly payment plan. A valid payment method (Credit Card or ACH) is required on file. Payments are processed automatically. You may prepay for the entire season to receive a 5% discount. TruScape may convert paper checks into electronic ACH transactions.
Acceptance of Agreement
Accepting a proposal authorizes TruScape to perform the work specified. Delinquent accounts will result in immediate service suspension and may incur a 1% monthly interest penalty and be subject to collection fees. All complaints or concerns must be submitted in writing via the customer portal within 3 days of service.
Cancellation Policy
Services can be canceled at any time. Upon cancellation, your account will be reconciled, and you are responsible for the payment of all services rendered to date at their standard, non-discounted rate. A 5% processing fee applies to all refunds. Refund payments are issued on NET 90 or NET 120 terms, depending on the amount.
Auto-Renewal & Pricing
Agreements auto-renew each January with a standard 3.3% annual price increase to align with inflation. You will be notified with a new proposal for approval if any price increase exceeds this rate. TruScape reserves the right to adjust pricing mid-season with 15 days' notice due to significant economic changes.
Our Commitment to Your Privacy
Your privacy is important to us. We collect personal information such as your name, address, email, and phone number to provide services, process payments, and communicate with you. Your information is managed securely through our customer portal and is never sold to third-party marketers.
Email & SMS Communications
By becoming a customer, you agree to receive communications from us. This includes:
- Transactional Emails: Service confirmations, invoices, and critical updates related to your account. You cannot opt out of these essential communications.
- Marketing Emails: Occasional promotions and company news. You may unsubscribe at any time using the link in the email footer.
- SMS/Text Messages: Service reminders and alerts. You may opt out at any time by replying "STOP". Message and data rates may apply.
Best Practices for Contacting Us
To ensure your requests are tracked and handled efficiently, please use the following channels:
- For All Requests: Use the Customer Portal to request new work, ask questions, or report non-urgent issues. This creates a documented ticket for our team.
- For Urgent Matters: For time-sensitive issues like irrigation leaks or safety concerns, please call our office directly.
Frequently Asked Questions
Why should I use the customer portal?
The portal ensures your request is documented, assigned to the right person, and tracked until it's resolved. This is the most reliable way to communicate your needs to our office.
Can I stop all emails from TruScape?
You can stop all marketing and promotional emails. However, you will continue to receive essential transactional communications like invoices and critical service alerts as a condition of service.
Service Scope & Limitations
This service includes mowing, trimming around obstacles, edging hard surfaces, and blowing clippings from paved areas. It does not correct pre-existing conditions like uneven terrain, pests, disease, or poor turf density. We do not mow turf lower than 3" to prevent scalping and long-term turf damage. Clippings are mulched back into the lawn to provide natural nutrients.
Client Responsibilities
The property must be clear of all objects including, but not limited to, toys, hoses, tools, pet waste, and temporary decorations before our crew arrives. TruScape is not liable for damage to unmarked or hidden objects. Inaccessible areas due to locked gates or obstructions will be skipped without credit.
Frequently Asked Questions
What if it rains on my service day?
We will reschedule your service for the next available dry day to ensure quality and safety. Our schedules are fluid to accommodate weather delays.
Why don't you bag the grass clippings?
Mulching clippings is a best practice that returns valuable nutrients and moisture to the soil, promoting a healthier lawn. Bagging is available as a separate, add-on service if requested.
Program Efficacy & Guarantee
This program is designed to significantly reduce broadleaf weeds and improve turf health over time. Success is a partnership requiring proper mowing and watering from the client. We do not guarantee 100% weed elimination, as some weeds (e.g., Wild Violet, Nutsedge) are highly persistent and may require separate, specialized treatments not included in this program.
Safety & Access
All products are EPA-registered and applied by licensed technicians. For safety, please keep people and pets off treated areas until the liquid application is dry (typically 2-4 hours). Ensure gates are unlocked for our technicians.
Frequently Asked Questions
Is the treatment safe for my kids and pets?
Yes. Once the liquid application has completely dried, it is safe for people and pets to re-enter the lawn area. We recommend waiting 2-4 hours as a precaution.
When will I see results?
You'll notice existing weeds begin to curl and yellow within 7-14 days. The pre-emergent will prevent future weeds, and the fertilizer will promote a healthier, greener lawn over the course of the season. True, lasting results are often seen after a full year of treatments.
Client Responsibilities & Germination
Successful germination is critically dependent on post-service care. The client is solely responsible for watering the lawn according to our provided instructions (light, frequent watering for 2-3 weeks). TruScape does not guarantee germination results, as we cannot control watering practices, weather, or soil conditions. The client must mark all shallow underground utilities, including irrigation heads, invisible fences, and lighting wires. TruScape is not liable for damage to unmarked items.
Service Process
This service involves pulling soil plugs and leaving them on the lawn to decompose naturally. This process can temporarily make the lawn appear messy but is vital for returning nutrients to the soil. Please limit foot traffic for 3-4 weeks to protect new grass seedlings.
Frequently Asked Questions
Why are soil plugs left on the lawn?
The plugs contain valuable soil microorganisms that, upon decomposing, return nutrients to the lawn. They typically break down within a few weeks of rain and mowing.
When can I mow after this service?
You can resume mowing once the new grass seedlings have reached a height of 3-4 inches, typically 2-3 weeks after the service.
Scope of Service
Our irrigation services (Spring Startup, Mid-Season Inspection, Winterization) are diagnostic and preventative maintenance visits, not repair services. Each visit includes a set amount of labor to perform the specified tasks. Any parts, repairs, or troubleshooting beyond the scope of the visit will be documented and quoted for separate approval. Client must provide access to indoor controllers or water shut-offs.
Liability & System Condition
Winterization mitigates the risk of freeze damage but is not a guarantee against it, especially in systems with design flaws, pre-existing damage, or in cases of extreme weather events. Startup & Inspections are visual and operational checks; we are not liable for pre-existing issues like faulty wiring, improper installation, or component failure.
Frequently Asked Questions
What happens if you find a broken head during startup?
We will document the issue, shut off that zone if necessary to prevent water waste, and provide you with a separate, itemized proposal for the repair.
Is freeze damage covered if you winterize my system?
Our service is performed to industry best standards to properly evacuate water. However, we cannot be liable for damage resulting from system design flaws (e.g., improper pipe slope) or other pre-existing conditions that prevent complete water drainage.
Scope and Limitations
Mulch Installation: We install a layer of mulch to an approximate depth of 1-2 inches. TruScape is not responsible for damage to perennials or other small plants hidden beneath leaves or not clearly visible during installation. Bed Weed Control: This is a suppression program to reduce weed populations, not a total elimination guarantee. Fall Cleanup: The service includes removal of leaves and typical debris from lawn and bed areas. Additional visits beyond the contract are billable. Curbside Leaf Pickup: Service is strictly limited to leaves piled within 6 feet of the curb line.
Client Responsibilities
Clients must clear beds of decorations, hoses, or other items before service. For cleanups, any areas that are not to be serviced must be clearly communicated beforehand. For curbside pickup, leaves must be ready at the curb prior to our arrival.
Frequently Asked Questions
Do you haul away the leaves and debris from cleanups?
Yes, debris removal is included in our cleanup proposals unless you have a designated on-site disposal area, in which case a discount may apply.
Does bed weed control also kill grass in my beds?
We use selective herbicides designed to target broadleaf weeds. While we are very careful, some temporary discoloration of surrounding desired plants or turf is possible. We do not treat for invasive grasses in beds as part of the standard program.
Horticultural Practices
Trimming & Pruning: Service includes trimming specified shrubs for shape and aesthetic appeal. This is distinct from major structural or rejuvenation pruning, which must be quoted separately. We adhere to proper horticultural practices and will not perform trims at times of the year that would be detrimental to a plant's health. Floral Displays: We select healthy, high-quality annuals based on seasonal availability from our nursery partners. Specific plant or color requests are subject to availability and may affect pricing. Perennial Cut Backs: Performed in late winter/early spring to prepare plants for new growth.
Client Responsibilities
Client must notify us of any shallowly buried utilities, invisible fences, or irrigation lines near garden beds prior to any service that involves digging or edging. Any plants not to be trimmed must be clearly identified.
Frequently Asked Questions
When is the best time to trim my shrubs?
It depends on the plant. Flowering shrubs are typically trimmed after they bloom. We schedule our biannual visits to cover the majority of common landscape plants at the appropriate times.
What is the difference between trimming and pruning?
Trimming generally refers to shaping the exterior of a plant, like a hedge. Pruning is more selective and is done to improve the plant's health and structure, often by removing dead or crossing branches.
Service Expectations
Dethatching: This is an aggressive mechanical process designed to remove excessive thatch. It is normal for the lawn to look stressed or thin immediately following the service before new growth begins. Compost Top Dressing: This service improves soil structure and adds organic matter but is not a substitute for a regular fertilization program or proper watering.
Client Responsibilities
For all mechanical services like dethatching, the client is solely responsible for clearly and accurately marking the locations of all shallow utilities, irrigation heads, and invisible dog fences. TruScape is not liable for damage to unmarked items.
Frequently Asked Questions
Will dethatching damage my lawn?
Dethatching is intentionally aggressive to be effective. It will remove a lot of dead material and may pull up some healthy grass, causing the lawn to look temporarily thin. This is a necessary step for renovation and allows new seed to thrive.
How often do I need top dressing?
For most lawns, a quality top dressing service every 1-3 years can significantly improve soil health, especially when combined with annual core aeration.
Program Efficacy & Limitations
This program is designed to significantly reduce the population of fleas, ticks, and other surface-feeding insects in the treated turf areas. It creates a barrier of protection but is not a guarantee of total elimination. The effectiveness can be influenced by environmental factors such as wildlife, adjacent untreated properties, and weather. This service only treats lawn areas and does not include treatment of wooded areas, ornamental beds, or home exteriors.
Safety & Preparation
All products are EPA-registered. For safety, people and pets must remain off the treated lawn until the application is completely dry. Please clear the lawn of all toys, bowls, and other personal items prior to our arrival to ensure thorough coverage.
Frequently Asked Questions
How long does the treatment last?
Each of our four applications is strategically timed to provide a barrier of control that lasts approximately 8-10 weeks, covering the entire active pest season.
Do I need to be home for the service?
No, as long as the property is accessible (gates unlocked) and pets are secured indoors, we can perform the service without you being home.
