Customer Policies

Classic Southern Lawns LLC (referred to as the “Company,” “we,” “our,” or “us”) is a State of Tennessee, Montgomery County, and City of Clarksville Registered Limited Liability Company with a Mailing Address of 303 Holly Circle #3745, Clarksville, TN 37043.

All Customers requesting or authorizing services (“Service Agreements”) are subject to the Customer Policies described below. Service Agreements can be reached through a wide variety of customer actions or communications which include, but are not limited too, verbal methods (over the phone, in-person) and digital methods (text message, email, quote approval, invoice payment). This allow us to simplify the signup process and accommodate customer requests quickly.

Billing & Payments

How do you bill for services?

We offer Annual, Quarterly, Monthly, and Pay-as-you-Go Options!
We do NOT require any type of customer contract!
We are so confident in our work, process, and team members that we have never needed to “lock in” customers.
Our Services Agreement is simply an “at-will” relationship. If you are not satisfied, relocate, or need to cancel for any reason, you are free to do so.

How does the monthly billing work?

Monthly billing is used for recurring services like mowing. Customers with multiple additional services ( e.g., fall clean-ups, aeration, overseeding) can opt to roll them into their monthly bill for a flat, predictable payment structure.
We follow a 9-month annual billing cycle (March – November). Your total season cost is divided by the remaining billing months to determine your monthly rate.
For example: You start Bi-Weekly Mowing on May 1st at $50/service. Based on our Service & Billing Calendar, that leaves 15 services and 7 months remaining. Using the numbers we find that your monthly bill would be $105.14 [($50 x 15) / (7)].
Our monthly billing clients are charged on the 1st of each month. Payments are considered late on the 5th.
If you need to cancel, any unused overpayment will be refunded within 10 business by check (mailed to you). In the rare case that there is a balance owned, a one-time invoice will generated to settle the account.

What if I start service in the middle of the month?

If your first service is completed after the 10th of the month, you will receive a Pay-as-you-Go invoices until the next monthly billing cycle. However, you will NOT be pay the Convenience Option (see below).

How do you handle one-time jobs or annual services?

One-time landscaping jobs or other non-recurring services are billed after the services is complete. The services and are not subject to the Convenience Option, which is only intended for Clients with Recurring Services who are opting to pay after every individual service..
Customers can opt to roll large annual services (e.g., fall clean-ups, aeration, overseeding) into their monthly bill for a flat, predictable payment structure.

Can I just pay after each mow is completed?

Absolutely! We call that Pay-as-you-Go!
For Pay-as-you-Go there is $5.00 Convenience Option added to the Quoted Price.
Why? This service price increase covers the increased administrative and processing costs associated with more frequent billing. Our Administrative staff has the generate, send, and collect twice the numbers of invoices compared to Monthly clients. Additionally, credit card processing providers charged a fixed fee for EVERY transaction, not just a percentage of the sale. We understand that some customers want this option, but Automate Monthly Billing makes it easier and cheaper for everyone!

What if I need to cancel my Monthly Plan?

If you need to cancel, any unused overpayment will be refunded within 10 business by check (mailed to you). In the rare case that there is a balance owned, a one-time invoice will generated to settle the account.
Remember, being on Monthly Billing does not mean you are our a contract. We maintain an “at-will” relationship with our customers.
We have ALWAYS refunded every customer that has had to cancelled during the season. Monthly billing simply prepays for your service. After doing this for years, we decided that we did not like “chasing down” money for work we have already done, especially for recurring services

Do you make exemptions for commercial accounts?

If you need to cancel, any unused overpayment will be refunded within 10 business by check (mailed to you). In the rare case that there is a balance owned, a one-time invoice will generated to settle the account.

Remember, being on Monthly Billing does not mean you are our a contract. We maintain an “at-will” relationship with our customers.

What payment methods do you accept and what are the processing fees?

We accept all major debit/credit cards, Apple Pay, and Google Pay. Payments are securely processed through our client portal and have the following processing fees:
- Bank Draft (ACH): 1% processing fee
- Credit Card: 3% processing fee
- Check: No fee (Only available for quarterly, semi-annual, or annual payments)

Am I required to have a credit card on file and enroll in automatic payments?

Yes, autopay is required for all recurring services.

What happens if my payment is late?

If your card is declined, we will contact you by the 5th.
If payment is not received by the 10th, a $10 late fee will be added.
Future services are suspended until payment is received and a new card is on file.
Missed services due to non-payment may result in additional fees.

Scheduling & Service Expectations

When is mowing season?

Mowing season runs from the third week of March to the first week of December (38 weeks).

What mowing service options do you offer?

Weekly Service: 38 scheduled services, with up to 5 skips allowed.
Bi-weekly Service: 19 scheduled services, with up to 2 skips or slides allowed.

How do skips and slides work?

Any Skip or Slide request must be submitted by 5:00 PM the day prior.
Skips: Allows you to completely skip a scheduled visit.
Slides: Allows you to move your service to an adjacent week (for bi-weekly customers only). This shifts the mowing schedule from a 2-2 pattern to a 3-1 or 1-3 pattern.
Skips and slides may result in overgrown grass fees, especially for bi-weekly customers (4+ weeks between cuts will almost certainly trigger this fee).

Weather & Rescheduling

What happens if my service is delayed due to weather?

Delayed services are rescheduled as follows:
- First rain delay of the week: Moved to Friday.
- Additional delays: Moved to Saturday.
Some customers scheduled for makeup on Friday or Saturday may be serviced earlier in the week based on route efficiency.

What happens if my service falls on a National Holiday?

Services will be shifted to a makeup day.

Additional Fees & Upcharges

What extra fees should I be aware of?

Refusing Service Upon Arrival: $10 (service suspended until paid)
Late Notice Skip (after 5:00 PM): Treated as a service refusal; may be waived depending on the situation
Excessive Pet/Animal Feces: $10 (service suspended until cleaned and fee paid)
Excessive Trash/Toys on Lawn: $5
Overgrown Grass Fees:
- New customers: If the grass is over 10″ upon our first visit, we reserve the right to cancel service. We will contact you for authorization and payment (including fees) before proceeding.
- 10″+ height: $10
- 18″+ height: 2x the regular service price
- 24″+ height: 3x the regular service price

What if I have a locked gate upon arrival?

Crewmembers will knock and text the phone number on file.
If there is no response, the crew will mow the front yard only and leave.
We do NOT backtrack to complete service if the customer arrives late.
A makeup visit will be billed as an on-demand service at 0.5x the regular price (e.g., a $60 property will be charged $30 for the return visit).
Customers cannot refuse this service. Mowing overgrown grass is unhealthy for the lawn and damages equipment.

Customer Responsibilities

Maintain a valid Credit Card on File in your Customer Portal
Keep a valid phone number in your Customer Portal
Unlock gates before your scheduled service
Secure pets indoors during visits
Remove obstacles (toys, hoses, debris) from the lawn
Remove vehicles from driveway
Communicate special considerations (e.g., birthday parties, quiet hours, events)
Failure to meet these expectations may result in service delays, rescheduling, or additional fees, or termination or services.

Communication & Contact

What’s the best way to reach your staff?

Text Messaging: Fastest response. All messages are linked to your profile for easy tracking.
Phone Call: Leave a voicemail. Our General Manager works in the field and will return your call within 24 business hours.
Email: We aim to respond within 24 business hours. If urgent, please text us after sending an email.

Do you send service reminders?

Yes! We send automatic reminders the day before your scheduled service.
Crewmembers also try to send an “On My Way” text the day of, but this is not guaranteed.