Customer Service Policies
Words in square brackets are filled in for each order on its review, where you see the values before you approve them.
4.1 Cancellation, rescheduling, and pause policy
Customers may cancel a future recurring plan through the PWA or a published support channel. Completed services and approved materials remain payable.
A reschedule request is subject to route capacity, weather, season, and service-area rules. Rotuk may offer the next route date rather than a precise requested time.
Any late-cancellation or missed-access fee must be stated in the accepted Service Order; it is not created by this general policy alone.
A pause does not guarantee retention of the same price or route slot after the approved pause period. The PWA must disclose that consequence before confirmation.
4.2 Weather and site-condition policy
Rotuk may delay or skip work when soil, precipitation, drought, air quality, heat, lightning, snow emergency, or another condition makes work unsafe or likely to damage property.
Skipped recurring mowing visits are billed only according to the accepted billing model. The system must distinguish per-visit billing from flat seasonal or monthly billing.
A route-wide weather event must generate an auditable decision, affected jobs, customer notice, and revised schedule.
4.3 Property access, pets, and hazards policy
Pets must be secured indoors or in an area outside the active work zone. Rotuk may leave without service if a loose or aggressive animal is present.
Gates must be operable and unlocked during the service window unless Rotuk holds a customer-approved access method.
Customers must identify irrigation, invisible fencing, landscape lighting, shallow wires, drain fields, fragile borders, recent seed/sod, and other concealed or vulnerable features.
Access codes are restricted data, visible only to authorized route personnel during an appropriate time window, and removed or rotated when no longer needed.
4.4 Quality, refund, and damage policy
Report service-quality issues within 48 hours when practical; report injury or alleged property damage immediately.
Rotuk may inspect and choose a reasonable correction, reperformance, credit, or refund consistent with the accepted scope and applicable law.
Refunds return to the original payment method unless legally or operationally impossible. Store the reason, approver, amount, related job, and settlement status.
Do not require a customer to waive a valid claim as a condition of receiving an undisputed refund or correcting undisputed work.
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