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 (for example the Seasonal Lawn Program, Full-Season Property Program, Winter Program and Year-Round Care) 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. Christmas light installations

Christmas light installations work differently from the rest of what we do, and we would rather you knew that before you book.

Most of our services run off materials we already hold. A light installation does not. The lights, cords, timers, clips and fasteners for your home are bought for your home — sized to your roofline and the layout we agreed on — and we place that order as soon as your deposit arrives. That is what lets us hold your install date.

For that reason, the 50% deposit on a Christmas light installation is non-refundable once paid. It pays for the materials bought for your property, not for our time. The balance is due as set out in your estimate.

Two things this does not change. If we cancel, or we cannot complete your installation, your deposit is returned in full. And season-long support and January takedown stay included in every installation, exactly as described on our Christmas lights page.

9. How to request a refund or re-service

Contact us within 48 hours of the service at info@truenorthoutdoorsolutions.com or 581-883-5296. 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.