Terms of service
Neighbourhood Heroes
Effective Date: March 3, 2026
These Terms of Service (“Terms”) form a legally binding agreement between you and Neighbourhood Heroes (“Neighbourhood Heroes,” “we,” “us,” “our”). By accessing our website, completing our online quiz, requesting a quote, purchasing services, enabling automatic renewals, or allowing us to perform services at your property, you agree to these Terms.
If you do not agree, do not purchase or use our services.
The Neighbourhood Heroes website (including any associated pages) is offered conditioned on your acceptance without modification of these Terms. Your use of the website or services constitutes agreement to all terms, conditions, and notices herein.
1. Who These Terms Apply To
These Terms apply to consumer customers purchasing services through our website for residential properties. Commercial, multi-unit, and custom arrangements may be handled under separate written terms.
2. Services, Packages, and Seasons
We provide residential lawn care and residential snow removal services (the “Services”). Your specific Services, inclusions, frequency, and pricing are those shown at checkout, on your invoice, or in your customer account.
Our typical seasons are:
- Lawn care season: May to October
- Snow removal season: November to March
Actual start and end dates may vary due to weather, ground conditions, operational constraints, and demand.
3. Scheduling, Routing, and Service Timing
We use a live routing system. While we aim for consistency, we do not guarantee a specific service day, time, or time window.
You agree that:
- Service timing may change due to weather, route optimization, staffing, equipment issues, and other operational factors
- We may reschedule or adjust service timing, including moving a visit earlier or later than expected
- We may perform Services on weekdays, weekends, and holidays
- For snow removal, we do not guarantee a specific arrival time following a snowfall event or freezing rain event
We will provide service updates by email or phone.
4. Service Exclusions and Package Specific Inclusions
A. Standard lawn care exclusions
Unless explicitly included in your package or confirmed in writing by us:
- Lawn mowing does not include the disposal of any debris or bagged debris that is collected
- Lawn care applications do not include manual weed pulling
B. Paradise Greens spring cleanup
Spring cleanups are available only as part of the Paradise Greens package and are lawn focused. They are not sold as a standalone add-on through the website.
The Paradise Greens spring cleanup is included in the package price and includes one visit per season consisting of:
- A short bagged lawn mowing visit
- A deep core aeration visit
- An overseeding visit
Timing is scheduled based on weather, turf conditions, and operational routing.
5. Customer Responsibilities, Access, and Readiness
You are responsible for providing safe and reasonable access to your property and ensuring the service area is ready.
A. Access requirements
You agree to ensure:
- Gates are unlocked and access instructions are accurate
- Pets are secured and not in the service area, unless you are available to confirm safe access
- Hazards are disclosed and, where appropriate, marked, including sprinkler heads, wires, lighting, invisible fences, and other hidden features
We will conduct a reasonable safety walk and will take reasonable steps to avoid damage. Hidden hazards and site conditions can still create risk.
B. Yard readiness
We may determine a yard is not serviceable if it is unsafe or materially obstructed. Examples include significant dog waste, children’s toys, yard clutter, debris, and hazardous objects.
If a yard is not serviceable or access is not available, we will attempt to return as soon as reasonably possible when feasible. Repeated readiness or access issues may result in skipped visits.
6. Lawn Care Applications, Aftercare, and Results
A. Aftercare requirements
For lawn care applications such as weed control and liquid fertilization, you agree to follow aftercare instructions, including:
- Keep people and pets off treated areas for 3 hours after application
- Water 24 hours after the application
- Do not mow for 48 hours after application
Failure to follow aftercare may materially affect results and may limit free reservice or other remedies.
B. No guaranteed outcomes
Results vary and depend on factors outside our control, including weather, soil conditions, irrigation, shade, mowing habits, pests, prior lawn condition, and customer aftercare. We do not guarantee specific outcomes.
Where applicable, we perform services using industry standard practices and in accordance with product label directions and applicable Alberta requirements.
7. Snow Removal Services
Snow and ice management is weather dependent. Visit timing, frequency, and outcomes depend on snowfall intensity, drifting, freezing rain, temperature swings, and operational routing.
A. Included snow services for consumer packages
Unless your checkout confirmation or invoice states otherwise, consumer snow packages may include clearing of:
- Sidewalks
- Front entrance steps
- Driveway
- Corner lot sidewalks, where applicable
- Ice melt application, as described below
Rear access is not included unless the rear lane garage is the sole vehicle entry point for the property, such as a rear laned garage with no practical front driveway access. We use systems and software to help identify when rear lane access is required based on the property type and access configuration.
B. Dispatch triggers and timing
We dispatch for service on a trace of snow, as reasonably determined by us based on observed conditions, forecasts, routing capacity, and safety. We also dispatch following freezing rain events based on conditions and safety.
Dispatch timing is not guaranteed. We do not guarantee a specific start time or arrival time after a weather event, and routing may vary due to volume, road conditions, and operational constraints.
C. Ice melt fair use
Ice melt is included automatically as part of consumer snow packages and is applied as needed based on conditions.
Ice melt use is subject to per visit fair use. We will apply a reasonable amount for the service area and conditions, up to a maximum of 3 lbs per visit.
D. Reasonable clearing standard, no bare pavement guarantee
We will make every effort to clear snow and reduce slip risk. However, you acknowledge that winter conditions can prevent complete removal of snow and ice.
Snow removal is provided to a reasonable clearing standard given conditions. We do not guarantee bare pavement or complete elimination of ice, particularly during freezing rain, melt freeze cycles, drifting, ongoing precipitation, or when conditions change after service.
E. No windrow clearing
We do not provide windrow clearing services created by municipal plows. Windrow management is handled by the municipality.
F. Safety and right to refuse unsafe work
We will do our best to deliver service during winter events. However, we reserve the right to delay or refuse service in extremely dangerous conditions, including conditions that create an unreasonable risk to our staff, your property, or the public. Where feasible, we will resume service as soon as conditions allow.
You are responsible for taking reasonable precautions on your property in winter conditions.
8. Paradise Greens Minimum Commitment
If you purchase the Paradise Greens package, you agree to two billing cycle minimum commitment for the full package.
- You may cancel without penalty after the second payment is successfully processed
- If you cancel before completing two billing cycles, you remain responsible for charges associated with the minimum commitment
9. Annual Subscription Minimum Commitment
If you purchase an Annual Subscription, you agree to a two billing cycle minimum commitment.
- You may cancel without penalty after the second payment is successfully processed
- If you cancel before completing two billing cycles, you remain responsible for charges associated with the minimum commitment
10. Pricing, Payment, and Renewals
A. Seasonal upfront pricing
Many Services are offered as flat rate seasonal packages billed upfront for the season, as described at checkout.
B. Payment due and suspension for non payment
Payment is due upon receipt unless otherwise stated. If an account is unpaid or becomes past due, we may suspend Services until the account is settled.
C. Automatic renewals
We do not automatically renew Services unless you enable automatic renewals at checkout or through your account settings. If you enable automatic renewals, you authorize us and our payment processor to charge your selected payment method for future renewals under the renewal terms presented at the time you enable the setting. You can disable automatic renewals through your account settings.
11. Free Service Calls, Service Standards, and Refunds
A. Free service calls
We offer free service calls for applications where a reasonable reservice is appropriate.
B. Remedy ladder
If you are dissatisfied, you agree to provide us a reasonable opportunity to investigate and address the issue, which may include a reservice, a Check in Visit, or other corrective action, before requesting a refund.
C. Refunds and credits
If we cannot reasonably resolve the issue after attempting good faith remedies, we may offer a partial refund, full refund, or service credit, depending on the circumstances and services delivered.
Refunds are issued to the original payment method by default. Credits may be issued upon request.
12. Photos, Documentation, and Communications
We may take before and after photos and other documentation for quality control, service verification, and customer communication. These may be shared with you by email or through your customer profile.
Service records, including photos, are retained in your customer profile indefinitely, unless you request deletion and deletion is legally and operationally feasible.
Material Provided to Neighbourhood Heroes or Posted at Any Neighbourhood Heroes Website
Neighbourhood Heroes does not claim ownership of the materials you provide to Neighbourhood Heroes (including feedback and suggestions) or post, upload, input or submit to any Neighbourhood Heroes Web Site or its associated services (collectively “Submissions”). However, by posting, uploading, inputting, providing or submitting your Submission you are granting Neighbourhood Heroes, its affiliated companies and necessary sublicensees permission to use your Submission in connection with the operation of their Internet businesses including, without limitation, the rights to: copy, distribute, transmit, publicly display, publicly perform, reproduce, edit, translate and reformat your Submission; and to publish your name in connection with your Submission.
No compensation will be paid with respect to the use of your Submission, as provided herein. Neighbourhood Heroes is under no obligation to post or use any Submission you may provide and may remove any Submission at any time in Neighbourhood Heroes sole discretion.
By posting, uploading, inputting, providing or submitting your Submission you warrant and represent that you own or otherwise control all of the rights to your Submission as described in this section including, without limitation, all the rights necessary for you to provide, post, upload, input or submit the Submissions.
13. Limitation of Liability
The information, software, products, and services included in or available through the Neighbourhood Heroes website may include inaccuracies or typographical errors. Changes are periodically added to the information herein. Neighbourhood Heroes and/or its suppliers may make improvements and/or changes at any time. Advice received via the website should not be relied upon for personal, medical, legal or financial decisions and you should consult an appropriate professional for specific advice tailored to your situation.
To the fullest extent permitted by law:
- We are not liable for indirect, incidental, special, consequential, or punitive damages
- Our total liability for any claim related to the Services will not exceed the amounts you paid to us for the specific Service giving rise to the claim
Neighbourhood Heroes and/or its suppliers make no representations about the suitability, reliability, availability, timeliness, and accuracy of the information, software, products, services and related graphics contained on the website for any purpose. To the maximum extent permitted by applicable law, all such are provided “As is” without warranty or condition of any kind. Neighbourhood Heroes and/or its suppliers hereby disclaim all warranties and conditions with regard to this information, software, products, services and related graphics, including all implied warranties or conditions of merchantability, fitness for a particular purpose, title and non-infringement.
To the maximum extent permitted by applicable law, in no event shall Neighbourhood Heroes and/or its suppliers be liable for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever including, without limitation, damages for loss of use, data or profits, arising out of or in any way connected with the use or performance of the website or Services, or with the delay or inability to use the website or related services, even if Neighbourhood Heroes or any of its suppliers has been advised of the possibility of damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to you. If you are dissatisfied with any portion of the website or Services, or with any of these Terms, your sole and exclusive remedy is to discontinue using the website and Services.
14. Property Damage
We take reasonable care. If we cause property damage due to our negligence, we will take reasonable responsibility for that damage.
You are responsible for disclosing and, where appropriate, marking hazards and sensitive features. We are not responsible for damage caused by hidden or undisclosed hazards, pre-existing damage, or conditions outside our reasonable control.
15. Force Majeure
We are not responsible for delays, missed visits, service interruptions, or failure to perform caused by events outside our reasonable control, including severe weather, wildfire smoke, flooding, power outages, vehicle collisions, equipment failure not reasonably preventable, labour disruptions, government actions, and other events that make service unsafe or impracticable. Where feasible, we will make reasonable efforts to resume service and adjust scheduling as soon as conditions allow.
16. Privacy
Our collection, use, and disclosure of personal information is governed by our Privacy Policy, which forms part of these Terms.
17. No Unlawful Or Prohibited Use
As a condition of your use of the Neighbourhood Heroes website and Services, you warrant that you will not use them for any purpose that is unlawful or prohibited by these Terms. You may not use the website or Services in any manner which could damage, disable, overburden, or impair them or interfere with any other party’s use and enjoyment. You may not obtain or attempt to obtain any materials or information through any means not intentionally made available or provided.
18. Changes to These Terms
We may update these Terms by posting an updated version on our website with a new effective date (including but not limited to charges associated with use). Continued use of our website or Services after the effective date constitutes acceptance of the updated Terms.
19. Governing Law and Jurisdiction
These Terms are governed by the laws of Alberta and the applicable laws of Canada. You agree that any dispute will be brought in the courts located in Edmonton, Alberta, unless applicable law requires otherwise.