Terms of Service

Rain Policy: If rain is in the forecast, we may proactively adjust the route. When possible, service may be completed the day before your normal window to help avoid delays. If not, service will be moved to the next available date once conditions safely allow. If you would like your service handled a specific way during wet or abnormal conditions, kindly let us know and we will accommodate as best we can while keeping the scope, schedule, and expectations aligned. If service is paused or delayed and the property falls out of normal maintenance condition before we return, a fair and appropriate cleanup/reset rate may apply to restore it to standard.

Route-Based Scheduling (Capacity & Priority): Recurring service is scheduled on a route. A visit is fulfilled when service is completed during your service window—or on the next available date if weather, access, or safety prevents service. Exact arrival times are not guaranteed.

Route Consistency & Pricing: Your recurring per-visit rate is priced for consistent service at your selected frequency and for properties kept in normal maintenance condition. Skipping or rescheduling does not entitle you to a discounted “catch-up” rate on the next visit. If extra time is required due to skipped service, a Cleanup rate and/or one-time Reset Fee may apply at our discretion.

Tall Grass & Overgrowth Trigger: If the property is not in normal maintenance condition (including extended growth, heavy debris, or conditions that increase service time beyond a standard routine visit), the visit may be billed at a Cleanup rate and/or a one-time Reset Fee may apply at our discretion.

If a change in scope, pricing, or service approach is needed, we will contact you in good faith and with the best intention of keeping the property on track and the service aligned with expectations. If we are unable to reach you within 15 minutes of our first call/text attempt while on-site, or if no clear direction is provided, we may demobilize and reschedule the service unless otherwise authorized in writing. Any additional visit, remobilization, cleanup, or reset work may be billed at a fair and appropriate rate.

Pausing Your Service

• Residential: You can request to pause and resume your recurring schedule via the client portal. To avoid a Route Disruption/Dispatch fee, kindly provide notice 2 full business days before your next scheduled service window.
  
  Important: Pauses take effect for the next scheduled visit unless confirmed otherwise in writing.
• Pause Length & Reset: If service is paused for more than 14 days, a Cleanup rate and/or one-time Reset Fee may apply when service resumes if the property is no longer in normal maintenance condition.
• Commercial/Agreement: Pauses are handled according to your trial or annual agreement terms. Kindly contact your account manager for scheduling adjustments.

Acceptance of These Terms

By approving an estimate, accepting a service agreement, paying a deposit, submitting payment information, requesting scheduling, allowing Evergreen to reserve route or project capacity, or permitting service to begin, the client agrees to the cancellation, deposit, access readiness, dispatch, demobilization, refund, and final billing terms in this section.

These terms are intended to keep expectations clear before Evergreen commits crew time, management time, administrative preparation, materials, equipment, vendor coordination, subcontractor coordination, delivery, disposal, route space, or project schedule capacity.

Important Billing Clarification

Monthly billing is a payment structure only. Unless a written agreement specifically states that service is month-to-month, monthly billing does not automatically create a month-to-month agreement. Route space, pricing, labor planning, scheduling, and service availability may be based on the full approved service term, recurring route placement, or written agreement.

Notice Requirements for Cancellation, Skips, Pauses & Rescheduling

• Recurring Services: 2 full business days’ notice is required to skip, reschedule, pause, or cancel a recurring service visit. Business days are defined in the Definitions section of these Terms.
• Monthly Billed Recurring Clients: If a client is billed monthly, cancellation also requires 2 full business days’ notice before the billing date. The billing date is typically the date service was accepted and the client was placed on the schedule, unless a different billing date was agreed to in writing, such as the 1st, 15th, or 28th of the month.
• Notice Timing: Messages received after the daily Notice Cutoff are considered received the following business day for notice calculations. The Notice Cutoff is defined in the Definitions section of these Terms.
• Example: For a Thursday recurring visit, notice is generally required by the applicable Notice Cutoff at least 2 full business days before the scheduled service window. Notice received after that cutoff may be treated as late notice.
• Projects: 14 full business days’ notice is required to request cancellation or rescheduling of projects due to crew scheduling, route planning, equipment allocation, subcontractor coordination, administrative preparation, management time, and material procurement. Providing 14 or more business days’ notice does not automatically guarantee a full refund. Refund eligibility depends on what costs, commitments, and operational impacts have already occurred after project approval.
• All Approved Project Cancellations: Once a project is approved, Evergreen may begin work immediately behind the scenes. This may include administrative setup, management review, design or scope planning, crew scheduling, route adjustments, equipment allocation, subcontractor coordination, sourcing materials, reserving materials, purchasing materials, scheduling delivery or pickup, disposal coordination, and declining or delaying other work. For that reason, any project cancellation after approval is subject to refund review and may result in a partial refund, no refund of the deposit, or additional charges if incurred or committed costs exceed the deposit collected.
• Projects Scheduled Within 1 to 14 Business Days: When a client approves a project with a start date scheduled within 1 to 14 business days, cancellation after approval is subject to, at best, a partial refund review. A full refund should not be expected once Evergreen has reserved crew time, adjusted route schedules, assigned management or administrative time, ordered or reserved materials, coordinated subcontractors, scheduled delivery or disposal, or otherwise committed resources to the project.
• Projects Scheduled More Than 14 Business Days Out: For projects scheduled more than 14 business days after approval, cancellation requests are still reviewed based on costs and commitments already incurred or reasonably committed. This may include administrative time, management time, design or planning time, crew scheduling, route reservation, material sourcing, supplier coordination, deposits paid to vendors, restocking costs, return costs, fuel, equipment time, vehicle wear, pickup or delivery coordination, and lost opportunity cost from reserved schedule space. Any refund is issued at Evergreen’s discretion after these items are reviewed.
• Project Deposit Protection: Project deposits are applied toward real business commitments, including scheduling, planning, administrative time, management time, labor allocation, materials, equipment, subcontractor coordination, delivery, disposal, and lost opportunity cost from reserved schedule space. If a project is canceled after approval, any refund is reviewed based on what remains reasonably recoverable after these commitments and costs are accounted for.
• Materials, Stone, Gravel, Soil, Mulch & Non-Perishable Items: Non-perishable materials may still create real costs even if they can technically be returned, stored, or reused. Stone, gravel, soil, mulch, edging, drainage materials, hardscape materials, and similar items may involve sourcing time, supplier coordination, pickup or delivery costs, loading and unloading, fuel, vehicle and trailer wear, restocking fees, storage issues, handling time, and return logistics. These costs may be deducted from any refund or billed to the client if they exceed the deposit collected.
• Perishables, Sod, Plants & Special-Order Materials: For projects involving perishable, custom, ordered, harvested, pulled, reserved, delivered, or scheduled materials, the deposit will often be non-refundable once those materials have been ordered, harvested, pulled, reserved, scheduled for delivery, scheduled for pickup, or otherwise committed to the project. This includes sod, plants, trees, seasonal color, special-order materials, and similar items that may be non-returnable, time-sensitive, subject to supplier restocking fees, or lose value after purchase or reservation.
• Supplier, Restocking, Return & Handling Costs: If any supplier, nursery, subcontractor, disposal provider, delivery company, or vendor charges cancellation, restocking, handling, delivery, pickup, storage, return, or disposal fees, those costs may be deducted from any refund or billed to the client if they exceed the deposit collected.
• Good-Faith Refund Review: Evergreen aims to be fair and reasonable when reviewing cancellation requests. Refund decisions are based on recoverable funds after committed costs, incurred expenses, reserved schedule capacity, materials, and operational impacts are reviewed. Refunds are not guaranteed after project approval, and any exception must be approved by Evergreen Outdoor Services in writing.

Access Readiness, Pets, Sanitary Conditions & Route Dispatch

Clients are responsible for making sure the property is ready, safe, sanitary, and accessible before the scheduled service visit. This protects crew health, equipment cleanliness, service quality, and mutual respect between the client and Evergreen’s team.

• Access Readiness: Clients are responsible for providing unlocked gates, secured pets, accessible parking or service areas, cleared obstacles, marked utilities when requested, visible hazards disclosed, and any required site instructions before dispatch.
• Locked Gates or Blocked Access: If we arrive and cannot complete service because of locked gates, blocked access, parked vehicles, secured areas, pets, unsafe conditions, excessive debris, or missing instructions, the visit may be treated as a late-notice disruption.
• Pets: Pets must be secured before service. If pets are loose or the crew believes the condition is unsafe, Evergreen may skip the visit, complete only accessible areas, or reschedule based on route availability.
• Pet Waste & Sanitary Conditions: Clients are responsible for keeping service areas reasonably clear of excessive pet waste, animal waste, trash, sharp objects, hazardous items, or unsanitary conditions before service. This protects crew health, equipment cleanliness, and the quality of service provided. If excessive pet waste or unsafe sanitary conditions are present, Evergreen may skip affected areas, complete only accessible areas, reschedule, or apply a cleanup, sanitation, or route disruption fee.
• Repeated Pet Waste or Sanitary Issues: If excessive pet waste or unsanitary conditions occur repeatedly, Evergreen may pause service, require the property to be cleaned before the next visit, charge a Cleanup or Reset Fee, or cancel service. This policy exists to protect our crews, maintain clean equipment, and keep the service relationship respectful and workable for both sides.
• Utilities, Irrigation & Hidden Conditions: If utilities, irrigation, shallow sprinkler lines, drainage components, lighting, cables, or other hidden systems may affect the work, the client is responsible for disclosing and marking them before service when applicable.
• Site Readiness: If the site is not ready for the approved work, Evergreen may delay, reschedule, partially complete, or decline service for that visit. Additional charges may apply based on dispatch, labor, equipment, cleanup needs, sanitation needs, and scheduling impact.

Route Disruption, Dispatch & Demobilization Charges

These charges help cover operational costs associated with adjusting a confirmed schedule, dispatching a crew to a property that is not ready, or reserving crew time, equipment, materials, and route space that cannot be reasonably reallocated on short notice.

• Recurring Services: A $50 Route Disruption/Dispatch Fee may apply per occurrence if less than 2 full business days’ notice is given, or if Evergreen arrives and cannot proceed due to access, pets, excessive pet waste, blocked areas, site readiness, unsafe conditions, unsanitary conditions, or missing client-provided information.
• Partial Completion: If only part of the property can be completed due to access, pet waste, blocked areas, or readiness issues, Evergreen may bill for the completed visit, apply a dispatch fee, and require a separate charge to return for inaccessible or skipped areas.
• Projects: If a project requires dedicated crew time, equipment, subcontractor coordination, material coordination, or causes route disruption, and is canceled or rescheduled with insufficient notice, or if the site is not ready after dispatch, a demobilization/time-allocation charge may apply based on reserved crew capacity and actual incurred or reasonably committed costs. These may include labor, equipment mobilization, administrative time, management time, materials, supplier charges, restocking charges, subcontractor charges, delivery, disposal, and scheduling impact.
• Project Cancellation After Approval: For any approved project, cancellation or rescheduling may result in demobilization, time-allocation, material, restocking, handling, sourcing, administrative, management, vendor, delivery, return, or scheduling charges. Projects scheduled within 1 to 14 business days of approval are especially likely to result in a partial refund at best. Projects scheduled more than 14 business days out are still subject to refund review based on incurred or reasonably committed costs.
• Short-Notice Project Cancellation: For projects scheduled to begin within 1 to 14 business days of approval, demobilization, time-allocation, material, restocking, and administrative charges may substantially reduce or eliminate any refund. In many cases, especially when perishable or special-order materials are involved, the project deposit may be fully non-refundable.
• Reasonable Communication: When reasonably possible, Evergreen will notify the client before applying a project demobilization or time-allocation charge. However, charges may still apply when costs, commitments, or route disruption have already been incurred.

Annual, Commercial & Term-Based Recurring Agreements

Some recurring services, especially commercial accounts, HOA accounts, property-managed accounts, estate maintenance, premium recurring properties, and annual maintenance agreements, may be structured as term-based agreements. In those cases, route space, pricing, labor planning, and service availability are reserved based on the full approved term.

• Monthly Billing Does Not Equal Month-to-Month: If an annual, 12-month, seasonal, or fixed-term agreement is billed monthly, the monthly billing is only the payment schedule. The underlying service commitment remains based on the approved term unless Evergreen agrees otherwise in writing.
• Early Termination Charge: If a term-based recurring agreement is ended early for any reason not caused by Evergreen’s uncured material breach, an early termination charge may apply. Unless a separate written agreement states otherwise, the early termination charge is equal to three months of service payments.
• Purpose of Early Termination Charge: This charge is intended to reasonably account for difficult-to-measure operational losses, including reserved route space, scheduling disruption, administrative time, pricing concessions based on expected term, labor planning, declined work opportunities, and route density impact.
• Examples of Early Termination Events: Early termination may include, but is not limited to, lease termination, relocation, business closure, sale of business, sale of property, ownership change, landlord change, property management change, tenant replacement, internal restructuring, loss of approval by a board or manager, decision to discontinue service, or transfer of property responsibility to another party.
• Final Decision-Maker Review: Final decision makers should review and approve the service scope, billing structure, cancellation terms, early termination terms, and route commitment before pricing, scheduling, or route space is reserved.

Ownership, Tenant, Manager & Property Transfer

Recurring agreements do not automatically transfer to a new landlord, owner, tenant, buyer, property manager, board, management company, or successor party unless that party accepts the agreement in writing and Evergreen Outdoor Services approves the transfer in writing.

• Existing Client Responsibility: The original client remains responsible for open balances, approved charges, cancellation requirements, and any applicable early termination charge unless Evergreen approves a written transfer or release.
• Property Sales & Residential Transfers: Sale of a residential property does not automatically cancel an active recurring service arrangement. The selling client must provide proper written notice, settle open balances, and follow the applicable cancellation or transfer process.
• Commercial Transfers: Commercial accounts affected by lease changes, ownership changes, business sales, management transitions, or tenant changes must notify Evergreen as early as possible. Service may be paused, transferred, repriced, or terminated based on route fit, account status, and written approval.

Courtesy Waiver, When Appropriate

Evergreen aims to be fair and reasonable. At management discretion, we may waive one Route Disruption/Dispatch or Demobilization fee per property per calendar year as a courtesy for long-term clients in good standing.

This courtesy is not automatic and may be declined. It does not apply to repeated issues, chronic rescheduling, missed access, pet waste issues, sanitary issues, site-readiness problems, active past-due balances, material commitments, subcontractor charges, commercial agreement termination, annual agreement termination, or situations where Evergreen has already incurred significant costs.

Project Completion: Once the approved scope is completed, the remaining balance is due the same day unless a separate progress payment schedule was approved in writing beforehand. For larger projects, or when approved in advance, payments may be divided into installments such as 50% upfront, 25% during the project, and 25% upon completion. If communication, approvals, site access, scope direction, or authorization to proceed become unclear due to client delay, non-responsiveness, or conflicting direction, Evergreen may pause work until written clarification is received and may require a revised payment schedule before resuming. If no response or clear direction is received within 5 full calendar days after notice of pause, the project may be treated as abandoned or delayed by the client. In that event, the deposit may be applied to completed work, materials ordered, time reserved, administrative/project disruption, and other costs incurred to date, and any remaining balance for completed work or costs incurred may be invoiced. Rescheduling, if accepted, will be subject to current availability and updated pricing. If a walkthrough is requested, it must be scheduled within 48 hours of completion; otherwise, the project will be considered complete for billing purposes.

Payment Failures: If a card fails, we’ll notify you by text/email. If payment isn’t updated within the grace period, service may be paused until the balance is resolved. Your route placement may be removed, and scheduling is not guaranteed until payment is brought current.

Billing disputes or payment reversals must be submitted in writing by email or text within 7 calendar days of the service date (or the last day of the scheduled service window for route-based recurring service) using the contact information listed on your invoice/estimate. If not submitted within this timeframe, the service and charge are deemed accepted as performed. Reversals filed after this window are treated as non-payment and may be sent to collections. If a dispute is decided in our favor, the customer agrees to reimburse all reversal fees and reasonable administrative costs. Billing for recurring maintenance is processed per completed visit (typically same day or next business day), unless otherwise stated in writing. For recurring services billed monthly, charges are processed according to the accepted monthly billing structure listed on the estimate. The customer agrees to pay any undisputed portion immediately while we investigate the disputed portion in good faith.

Resolution Before Reversals: If there’s a concern, kindly contact us first by text/email so we can investigate with notes/photos/time-stamps and make it right when appropriate. This helps avoid processing fees and prevents delays to our route scheduling and overall client experience.

Collections Costs: If an unpaid balance is sent to collections or legal resolution, the customer agrees to pay reasonable collection costs, filing fees, and administrative time as allowed by law and consistent with Section 9.

Your privacy matters—we do our best to avoid or remove identifying details (house numbers, addresses, license plates, and personal items) by framing shots carefully and, when needed, cropping or blurring. If something identifying is accidentally visible, let us know and we’ll promptly edit or remove the image.

Thank You: By accepting an estimate, scheduling service, authorizing work, or submitting a deposit, you confirm you’ve reviewed and agree to the Service Documents and these Terms—helping us deliver dependable, high-quality service for our community.