LawnStarter backs every lawn care visit and other outdoor service jobs with its service guarantee. If something isn’t right, the company will issue a credit, redo the service, or reassign a provider and refund the cost of the job.
LawnStarter calls this its Done Right Guarantee.
There’s no negotiation and no in-person inspection. If you’re not satisfied, all it takes is a couple of clicks online or in the app, and the whole process takes less than a minute.
This guide explains exactly what LawnStarter’s guarantee is, what it covers (and doesn’t), what happens after you file a complaint, and how LawnStarter deals with property damage caused by a service provider.
| Key Takeaways |
|---|
| • You have 5 days to report a problem after the service is completed. • Report the dispute in the app or on the website. No phone call required. • Inspect First, Pay Later: Your credit card on file isn’t charged until 3 days after the service is completed, giving you time to check the provider’s work. |
What Is LawnStarter’s Done Right Guarantee?
The Done Right Guarantee is LawnStarter’s promise to rectify any unsatisfactory service – lawn mowing or any other outdoor services – at no cost to you. This is our Done Right Guarantee: “Tell us within 5 days if anything’s off, and we’ll re-mow (redo) or refund.”
When you file a report, you’ll have 3 resolution options:
- Accept a credit. Your LawnStarter account is credited, and the credit is applied to your next service. The credit amount varies by job price.
- Request a return visit. Your provider returns to fix the issue.
- Request a different provider and a refund. You are refunded the service fee and tax for the original job, and a new provider is assigned to your property.
For a step-by-step explanation of how to report a problem with your LawnStarter service, check out this article: How LawnStarter Handles Complaints and Disputes.
See Related: What Lawn Care Services Does LawnStarter Offer? (Full List)
What the LawnStarter Guarantee Covers (and What It Doesn’t)
The Done Right Guarantee covers mowing, leaf removal, and other outdoor services.
LawnStarter services that are manually quoted by the provider are still backed by the same satisfaction promise, but they’re handled by the LawnStarter Support team.
You can reach them by contacting Support through LawnStarter.com.
The Done Right Guarantee does not cover:
- Reports filed more than 5 days after the service: The window is calculated from when the service was marked complete, not from when you noticed the issue.
- A service that’s already been disputed: Each service can go through the guarantee process only once.
- Long-grass fees: These are reviewed manually by the LawnStarter team because a fee dispute can be denied or upheld depending on yard conditions.
How Billing Works with LawnStarter’s Service Guarantee
Your credit card on file is not charged until 3 days after a service is completed. This gives you time to check the provider’s work.
If you’re not satisfied with the lawn care or other outdoor service, you have 5 days after the service is completed to file a complaint.
| Timeline | What Happens |
| Days 1-3 after service | Time to inspect your service. Your credit card is not charged. |
| Day 3 after service | Your credit card is charged for the service. |
| Days 1-5 after service | The Done Right Guarantee gives you five days to file a report if you’re not satisfied with a service. |
What Happens After You Submit a Report
The next step depends on which resolution you choose.
- If you accept a credit, it’s applied to your LawnStarter account immediately. You’ll see it reflected on your next bill.
- If you request a return visit to fix the issue, your original provider is notified and has 48 hours to respond. Most providers accept and schedule a return visit – they want the chance to make the job right.
If your provider doesn’t respond within 48 hours, the report defaults to a full refund and is reassigned to a new provider. - If you requested a different service provider, your original job is refunded and your property is reassigned to a new provider. New appointments are typically scheduled within 48 hours.
Property Damage: A Separate Process
If a provider damages something on your property, such as landscaping, your irrigation system, or fencing, that’s handled by a separate program, not the Done Right Guarantee. Every LawnStarter job is backed by $2 million in property protection, and damage claims have their own process.
To report property damage, select the property damage option through the LawnStarter app or online.
Here’s the difference: Support follows up by email with next steps rather than notifying you via the app. Coverage and resolution timelines depend on the specifics of the report.
The short version: Service problems are handled completely in the app or online. Property damage starts in the app or online but finishes via email. Both unsatisfactory service and property damage are covered to give you peace of mind.
FAQ
No, for a standard lawn care service issue, you don’t need to submit photos, fill out a long form, or defend why you weren’t happy. Filing a report in the app or online is enough to trigger the guarantee process.
The system is designed around you, the customer. If you file a report and choose a credit, the credit is applied. Your provider doesn’t get a vote.
If you request a return visit, your provider is asked to schedule it. If he or she declines or doesn’t respond within 48 hours, you’re automatically issued a full refund and assigned a new provider.
Yes, you can request a different provider at any time through the app, online, or customer support, even when nothing is wrong with the service.
The guarantee process is specifically for resolving problems with a completed job, but provider changes can happen any time.
LawnStarter’s Guarantee Gives You Peace of Mind
LawnStarter’s Done Right Guarantee removes the biggest risk of hiring a service provider. If you find an issue with your service, you have an easy way to make it right.
Get an instant mowing quote from LawnStarter, and a background-checked local lawn care provider will do a great job – we guarantee that.
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— How to Get a Lawn Care Quote from LawnStarter in 60 Seconds
Main Image: LawnStarter pro Carlos Garza kneeling beside lawn mower. Image Credit: LawnStarter
