Customer Policies

SolTerra Customer Policies


Quick rules for scheduling, payment, and scope so everyone stays on the same page.

Effective Date: February 26, 2026
Applies To: Customers receiving recurring maintenance, one-time services, and projects in Idaho.
Phone: 208-704-0304
Email: hello@solterraonline.com

Definitions

Due upon receipt means payment is due when the invoice is delivered.

Labor hour is billed per person, per hour.
Example: 2 people working 2 hours = 4 labor hours.

Customer Policy Quick Index

  1. CUST-01 Minimum Service Charge
  2. CUST-02 Deposit Policy
  3. CUST-03 Payment Terms
  4. CUST-04 Late Payment
  5. CUST-05 Pause / Stop-Work
  6. CUST-06 Scheduling Windows + Access Requirements
  7. CUST-07 Weather Delays
  8. CUST-08 Cancellation + Rescheduling
  9. CUST-09 Scope Boundaries
  10. CUST-10 Change Orders
  11. CUST-11 Idaho Mechanic’s Lien Rights Disclosure
  12. CUST-12 Warranty (Installs / Projects)
  13. CUST-13 Photo and Video Use

If something is not listed in your estimate, it is not included.
If you want to add work, we will send a written change order before proceeding.

Policy Details

CUST-01 Minimum Service Charge

  • Mowing minimum: $47 per visit (standard mow/trim/blow where applicable; clippings mulched by default).
  • Cleanup minimum: $225 (includes trip/mobilization + up to 2 labor hours).
  • Projects minimum: $600.
  • Irrigation diagnostic: $120 minimum (includes trip/mobilization + 0.5 labor hour).
    • Additional diagnostic time billed at $120/hour.
    • Repairs are quoted and approved before work begins.

CUST-02 Deposit Policy

Tier 1 (Under $1,200)

  • No deposit required unless stated on the estimate (example: special materials or reserved crew time).

Tier 2 ($1,200–$2,999)

  • 50% deposit required to schedule.

Tier 3 ($3,000–$19,999)

  • 50% deposit required to schedule plus signed agreement.

Tier 4 ($20,000–$99,999)

  • 50% minimum deposit plus milestone billing.

Tier 5 ($100,000+)

  • Deposit and draw schedule required per contract.

Additional Terms:

  • Scheduling is not confirmed and materials are not ordered until deposit clears.
  • Special-order materials are non-refundable once ordered.
  • Material-related deposit amounts become non-refundable once purchased.
  • If deposit is delayed, schedule and pricing may change based on availability and costs.

CUST-03 Payment Terms

  • Residential invoices are typically due upon receipt unless stated otherwise.
  • Card on file is required for new residential customers starting 2026.
  • Commercial terms vary by agreement; standard target is Net 15 or less.
  • Accepted payment methods: card, ACH, check, cash.
  • Processing fees may be passed through:
    • Card: 2.9% + $0.30 per transaction
    • ACH: 0.8% capped at $5
  • Recurring services are typically billed on a set schedule (every two weeks or monthly unless otherwise stated).
  • If invoice remains unpaid, card on file may be charged 7 days after due date unless other arrangements are made.

CUST-04 Late Payment

  • Reminders are sent first.
  • At 14 days past due, service may be paused until account is current.
  • Late fees may apply starting at 14 days past due:
    • 2% per month
    • Plus associated office time where allowed by law
  • At 30 days past due, balances may move toward collections or attorney involvement.
  • Customer is responsible for reasonable collection costs where permitted by law.

CUST-05 Pause / Stop-Work

  • If deposit, invoice, or milestone payment is past due, work may be paused.
  • Paused work may be removed from schedule and resumed based on availability after payment clears.
  • Only management may approve exceptions.

CUST-06 Scheduling Windows + Access Requirements

  • Scheduling is based on route efficiency and job duration; exact arrival times are not guaranteed.
  • Customers must provide safe access:
    • Gates unlocked
    • Work areas clear
    • Pets secured
  • Provide at least 24 hours notice if access will be blocked.
  • Reasonable parking and access for trucks and trailers must be provided.
  • If we cannot safely access the work area, service may be skipped or rescheduled.

CUST-07 Weather Delays

We may delay work due to:

  • Rain or excessive rain
  • Saturated soil or mud
  • Freeze conditions
  • High winds
  • Smoke
  • Lightning
  • Extreme heat

We prioritize safety and quality. If work can be performed safely without harming the property, we will proceed.

CUST-08 Cancellation + Rescheduling

  • Provide at least 24 hours notice to cancel or reschedule.
  • Recurring maintenance pricing is based on maintaining the property over time.
  • Weekly pricing may still apply if a visit is skipped due to weather, access, or events.
  • If a maintenance visit is skipped, we may:
    • Reschedule
    • Perform alternative appropriate services
    • Double-cut next visit (bag if needed) at no extra charge
  • Access issues handled case-by-case.

CUST-09 Scope Boundaries

  • Only work listed in the approved estimate is included.
  • Common add-ons billed separately unless listed:
    • Haul-off and dump fees
    • Weeding
    • Bagging clippings
    • Edge restoration (bed edging)
  • Haul-off is extra unless included.
  • Dump fees based on load size and weight.
  • Irrigation repairs billed separately unless damage caused by our negligence.
  • Hidden or unknown conditions (buried debris, prior poor installs, etc.) may require updated pricing.
  • Customers may not supply materials unless approved by authorized management.

CUST-10 Change Orders

  • No verbal add-ons.
  • Scope changes require written change order and approval before work begins.
  • Change orders processed through Home.Works or written form.
  • Changes may increase cost and extend timeline.
  • Some changes may require rescheduling and returning at a later date.

CUST-11 Idaho Mechanic’s Lien Rights Disclosure

  • If payment is not received, we reserve the right to pursue remedies available under Idaho law, including mechanic’s lien where applicable.
  • We prefer to resolve billing issues through communication.

CUST-12 Warranty (Installs / Projects)

  • 1-year workmanship warranty on work we perform.
  • Warranty covers workmanship only (how work was done).

Not covered:

  • Manufacturer defects or part failures
  • Weather damage (freeze, storms, extreme heat)
  • Soil conditions
  • Improper watering or maintenance
  • Pre-existing conditions
  • Prior improper installations
  • Damage from pets, people, vehicles, contractors, or homeowner
  • Customer-supplied materials

If a part fails:

  • Manufacturer may cover the part.
  • Labor to diagnose and replace is billable.

Warranty claims must be reported within 7 days of discovering the issue (photos encouraged).

CUST-13 Photo and Video Use

  • We may take before, during, and after photos/videos for documentation, quality control, and marketing.
  • We focus on the work and do not publish addresses or identifying information.
  • If you do not want your project used for marketing, notify us in writing before work begins.

If you ever have a question about what is included, ask before work starts. It is always easier and less expensive to clarify scope upfront than after the work is complete.

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