Refund & Satisfaction Policy

We stand behind our work. If something isn't right, we want to know — and we'll make it right. This policy explains how our satisfaction guarantee, cancellations and refunds work.

1. Our satisfaction guarantee

If you're not satisfied with a completed service, tell us within 48 hours of the visit. We'll return and make reasonable efforts to correct the issue at no additional charge. Our first goal is always to put the work right.

2. Re-service first

Because outdoor work can almost always be corrected on-site, we prioritize re-service over refunds. For most concerns — a missed area, an uneven cut, debris left behind — we'll come back promptly and finish the job to your satisfaction.

3. When we provide a refund

• If we're unable to correct a legitimate issue with a completed service through re-service, we will refund the amount you paid for that specific service.
• If we charged you for a visit that did not take place, that charge is fully refunded.
• Refunds are issued to your original payment method (or by e-transfer) within a reasonable time after we confirm the details.
• Refunds apply to the specific service in question — not to unrelated completed work or an entire seasonal program.

4. Seasonal programs

Seasonal programs (e.g., Lawn Season, Complete Care, Year-Round) are billed for the visits and services performed. If you cancel a program partway through a season, you remain responsible for services already provided, and any prepaid balance for visits not yet performed is refunded or credited, at your choice.

5. Cancellations and rescheduling

• You may cancel or reschedule an individual visit at no charge with at least 24 hours' notice.
• Late cancellations or missed appointments (where we arrive and cannot access or perform the work) may incur a trip fee, as described in our Terms & Conditions.
• Either party may end an ongoing arrangement with reasonable notice.

6. Weather and biological results

Results of horticultural services (seeding, fertilization, weed control, and similar) depend on factors outside our control — weather, watering, soil and pest pressure. These outcomes are not refundable on the basis of results alone unless we expressly guaranteed a specific outcome in writing. We're always happy to advise on aftercare to get the best results.

7. Deposits, materials and larger projects

For landscaping, hardscaping and other project work, a deposit may be required to schedule the job and order materials. Once materials have been purchased or custom-ordered specifically for your project, those costs may be non-refundable. Any refundable balance is returned if the project is cancelled before that work begins. Specific deposit terms are set out in your project estimate.

8. How to request a refund or re-service

Contact us within 48 hours of the service at info@truenorthoutdoorsolutions.com or (613) 552‑6789. Let us know your address, the date of service, and what wasn't right — photos help. We'll respond quickly to arrange a re-service or process a refund where it applies.

Nothing in this policy limits any rights you may have under applicable consumer-protection law, including the Ontario Consumer Protection Act, 2002 and Quebec's Consumer Protection Act.