SKIP and CANCEL Requests
Q1. What is a SKIP request?
A1. Service Skip Requests are defined as a request to alter the frequency of recurring scheduled service that does not involve the delivery of materials.
Q2. What is a CANCEL request?
A2. Cancellation Requests are defined as a request to alter the scheduled service date or eliminate a One Time or On Demand service. A Cancellation Requests is also defined as any request to alter a project that includes the delivery of materials.
Q3. Do you charge a fee for a SKIP request?
A3. Skip Fees are not charged for Skip Requests, but adjustments to pricing are applied based upon frequency change requests (including Skip requests). When you skip a Weekly service for one week the Bi-Weekly price will apply to the next service. If you skip a Bi-Weekly service the On Demand Lawn Service price will apply to the next service.
Example1: A Basic Lawn Service (Weekly) customer requests a Skip of a weekly service for one (1) week. The Weekly service price is $30 and Bi-weekly price is $35. The Weekly service is skipped and a Bi-weekly service is completed the following week (i.e. two weeks between services). The customer will be charged $35 for the Bi-Weekly service and will convert back to Weekly if the service is completed the following week and will be charged $30 for Weekly service.
Example 2: A Basic Lawn Service (Bi-Weekly) customer requests a Skip of a Bi-weekly service for one (1) week. The Bi-Weekly service price is $35 and the next available frequency tier is One Time/On Demand with a price of $40. The Bi-weekly service is skipped and a One Time/On Demand service is completed the following week (i.e. three weeks between services). The customer will be charged $40 for the One Time/On Demand service and will convert back to Bi-weekly if the service is completed on the Bi-weekly basis and will be charged $35 for Bi-weekly service.
Example 3: A Deluxe Lawn Service (Weekly) customer requests a Skip of a weekly service for one (1) week. The Weekly service price is $45 and Bi-weekly price is $60. The Weekly service is skipped and a Bi-weekly service is completed the following week (i.e. two weeks between services). The customer will be charged $60 for the Bi-Weekly service and will convert back to Weekly if the service is completed the following week and will be charged $45 for Weekly service. If they Skip again, the Bi-Weekly charge of $60 will again be charged.
Note: Skip Requests that result in the grass growing over 6” between services may also be subject to an additional High Grass Fee.
Q4. Do you charge a fee for a CANCEL request?
A4. Cancellation Request will not subject to a Cancellation Fee but will be subject to charges for any services provided in connection with the preparation of the project canceled. In addition, materials purchased for the project prior to cancellation may be delivered and charges will apply. Return fees will apply if a request to return materials is accepted.
Q5. How do I request a SKIP or CANCEL?
A5. A Skip Request received by text (469) 384-7120 or email (service@lakehilllawn.com) the day prior to the recurring scheduled service will not be charged for the service, even if completed. Same day Skip Requests will be subject to the scheduled service charge if we complete the service prior to review of the request. It is highly recommended that requests be sent via email or text. Other options include the use of the Client Portal.
A $10 Trip Charge will apply if a verbal request to Skip or Cancel is communicated at the property when we are on site for the service. Prior notice is appreciated.
Q6. How are SKIP requests handled at the beginning and the end of the growing season?
A6. Frequency Adjustments do not apply from October to March. Price Adjustments apply to recurring services will begin in April and end in September.
Summary of SKIP and CANCEL Adjustments
The adjustments to prices for SKIP and CANCELS simply reflect the standard pricing for the frequency requested or time and materials purchased and/or delivered related to your project. It is not an additional fee.
Other Frequently Asked Questions
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