SolTerra Customer Policies
Customer policies for scheduling, payment, scope, and expectations.
Packet Effective Date: February 27, 2026
Applies to: Customers receiving recurring maintenance, one-time services, and projects in Idaho.
Contact
Phone: 208-704-0304
Email: hello@solterraonline.com
Definitions
• Due upon receipt means due when the invoice is delivered.
• Pricing is based on estimated scope and expected conditions, not time on site. Crew sizes may vary.
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 (Workmanship vs Materials)
13. CUST-13 Photo and Video Use (Marketing)
Quick rule: If something is not listed in your estimate, it’s not included. If you want to add work, we’ll send a written change order first.
Customer Policy Summaries
CUST-01 Minimum Service Charge
• Mowing minimum is $47 per visit (standard mow/trim/blow where applicable; clippings mulched by default).
• Cleanup minimum is $225 (standard cleanup visit + mobilization). If conditions are heavier than expected, we’ll send updated pricing for approval before continuing.
• Projects minimum is $600 or a half-day minimum.
• Half-day minimum is a minimum service block that reserves crew capacity for your project scope.
• Irrigation diagnostic is $120 (includes diagnostic work only). Repairs are quoted and approved before work.
CUST-02 Deposit Policy
• Projects over $1,200 require a 50% deposit to schedule. Depending on size of project additional terms may apply.
• Scheduling is not confirmed and materials are not ordered until the deposit clears.
• Special-order materials are non-refundable once ordered; material-related deposit amounts may become non-refundable once purchased/ordered.
• If a 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.
• Commercial terms vary by agreement; our standard target is Net 30 or less (some government cycles may be longer).
• We accept card, ACH, check, and cash. Processing fees may be passed through: Card 2.9% + $0.30; ACH 0.8% capped at $5.
• Recurring services are typically billed on a set schedule (often every two weeks unless stated otherwise).
• If you authorize card-on-file, we may charge it 7 days after the due date if unpaid.
CUST-04 Late Payment
• At 14 days past due, service may be paused until the account is current.
• Late fees may apply starting at 14 days past due: $25 one time billing fee then 2% per month per invoice.
• At 30 days past due, accounts may move toward collections/attorney involvement.
• Customer is responsible for reasonable collection costs where allowed.
CUST-05 Pause/Stop-Work
• If required payments (deposit, invoice, milestone) are past due, we may pause work.
• Once paid, scheduling resumes based on availability.
• Only management can approve exceptions.
CUST-06 Scheduling Windows + Access Requirements
• We schedule by route and job duration; exact arrival times are not guaranteed.
• Customer must provide safe access: gates unlocked, work areas clear, and pets secured.
• Notify us at least 24 hours in advance for access issues (events, locked gates, etc.).
• Customers must provide reasonable parking/access for trucks and trailers.
CUST-07 Weather Delays
• We may delay for excessive rain/mud, freeze, high winds, smoke, lightning, or extreme heat.
• We decide based on safety + quality (protecting turf and delivering a premium result).
• Weather impacts vary by work type. If we can work safely without harming quality, we will.
CUST-08 Cancellation + Rescheduling
• Please give at least 24 hours notice to cancel or reschedule.
• Maintenance pricing is based on maintaining your yard over time. Weekly pricing may still apply if a visit is skipped due to weather/access/events.
• If a maintenance visit is skipped, we may reschedule, do other appropriate services, or double-cut next week (bag if needed) at no extra charge.
• Access issues are handled case-by-case.
CUST-09 Scope Boundaries
• Only what’s written in your approved estimate is included.
• Common add-ons billed separately unless listed: haul-off/dump fees, weeding, bagging clippings, edge restoration (bed edger work).
• Haul-off is extra unless included. Dump fees vary by load size and weight.
• Irrigation repairs billed separately unless damage is caused by our negligence.
• Hidden/unknown conditions may require updated pricing before continuing.
• Customer-provided materials are typically not allowed. Exceptions must be approved by management/Owner.
CUST-10 Change Orders
• No verbal add-ons. Any scope change requires written approval before work.
• Change orders are handled through Home.works approval or a written change order form.
• Change orders may increase cost and may extend timeline.
CUST-11 Idaho Mechanic’s Lien Rights Disclosure
• If payment isn’t received, we reserve the right to pursue remedies under Idaho law, which may include a mechanic’s lien where applicable.
• We’d rather solve issues early through communication.
CUST-12 Warranty (Workmanship vs Materials)
• We provide a 1-year workmanship warranty on work we perform.
• We warranty what’s in our control (how the work was done).
• We do not warranty things outside our control, including parts/material failures, weather, improper care, pre-existing issues, or third-party damage.
• If a part fails, the part may be covered by the manufacturer, but labor to diagnose and replace parts may be billable.
• To request warranty review, notify us within 7 days of discovering the issue (photos help).
CUST-13 Photo and Video Use (Marketing)
• We may take before/during/after photos/videos of our work for documentation, quality control, and marketing.
• Photos focus on the work that was preformed.
• If you want to opt out, tell us in writing before work starts and we won’t post it.
Full Customer Policies
CUST-01 — Minimum Service Charge Policy
Purpose: Cover mobilization costs, and keep scheduling fair for customers and crews.
Scope: All services including mowing, cleanups, irrigation service, and small projects. Applies unless otherwise stated in writing.
Policy Statement: All services have a minimum charge based on job type. Minimums cover mobilization and a baseline amount of labor. Additional work beyond the minimum is billed as quoted or approved in writing.
Procedures
1) Mowing minimum: $47 per visit (standard mow/trim/blow as applicable; clippings mulched by default unless bagging is approved as a separate line item).
2) Cleanup minimum: $225. This covers a standard cleanup visit and mobilization. If conditions are heavier than expected (overgrowth, debris volume, extra haul-off), we’ll send updated pricing for approval before continuing.
3) Project minimum: $600 or a half-day minimum service block, whichever is greater. A half-day service block is a minimum charge for reserving crew capacity and completing the planned scope. If conditions or scope exceed assumptions, updated pricing will be provided for approval.
4) Irrigation diagnostic minimum: $120 for up to .5 hr of labor and evaluation. Repairs are quoted and require written approval. If materials are available and the estimate is approved, repairs may be completed same day; otherwise repairs will be scheduled.
5) Approval for additional work: If additional work is requested beyond the included scope/time, updated pricing must be approved in writing before proceeding.
Examples
• Cleanup minimum is $225. That includes mobilization and baseline work. If it needs more attention to achieve the desired results, we’ll send pricing before continuing.
• A half-day service block reserves crew capacity for your project. If conditions require more work than expected, we’ll send updated pricing for approval before continuing.
• Irrigation diagnostic is $120 and includes mobilization and the first half hour of diagnostics. Repairs are quoted and scheduled unless we have parts and you approve today.
Enforcement: Work will not be scheduled below stated minimums. Crews do not discount minimums on-site. Exceptions require owner/manager approval.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-02 — Deposit Policy (Scheduling + Materials Commitment)
Purpose: Protect scheduling, prevent last-minute cancellations, and ensure Solterra is not funding customer projects out of pocket.
Scope: All one-time services and project work over $1,200, plus any job where materials must be ordered in advance or labor time must be reserved.
Policy Statement: Projects over $1,200 require a deposit to schedule. Deposits secure a place on the schedule and may cover committed materials. Scheduling is not confirmed and materials are not ordered until the required deposit clears.
Procedures
1) When deposits are required: Tier 1 (under $1,200) no deposit unless stated. Tier 2 ($1,200–$2,999) 50% deposit to schedule. Tier 3 ($3,000–$19,999) 50% deposit to schedule plus signed agreement. Tier 4 ($20,000–$99,999) 50% minimum deposit plus milestone billing. Tier 5 ($100,000+) per contract/draw schedule.
2) What the deposit covers: scheduling deposit (labor reservation) and/or materials commitment.
3) No deposit = no confirmed schedule: estimates may be approved, but scheduling is not confirmed until deposit clears.
4) Pricing lock: pricing is not locked until deposit clears and scheduling is confirmed or materials are purchased/ordered (whichever happens first). Delayed payment may require re-quote.
5) Materials ordering: no materials ordered until deposit clears; special-order materials ordered only after deposit confirmation.
6) Refunds and non-refundable amounts: special-order materials are non-refundable once ordered. Deposit amounts tied to purchased/ordered materials may become non-refundable once ordered. Scheduling portion may be retained if a job is canceled after scheduling (see Cancellation/Rescheduling).
7) Payment methods and processing fees: deposits may be paid by card/ACH/check/cash. Processing fees may be passed through (card 2.9% + $0.30; ACH 0.8% capped at $5).
Examples
• Your project is $4,800. Deposit is $2,400 to get on the schedule. We don’t order materials until that clears.
• If special-order materials are ordered and you cancel, those material costs aren’t refundable because they can’t be returned.
• If you wait three weeks to pay the deposit, we may need to re-quote based on availability and costs.
Enforcement: Jobs requiring a deposit will not be scheduled and materials will not be ordered until payment clears. Refund requests follow this policy.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-03 — Customer Payment Terms
Purpose: Set clear, predictable payment expectations.
Scope: All customers (residential, commercial, government) and all invoices issued through Home.works.
Policy Statement: Payment is due based on customer type and the terms stated on the invoice/contract. Residential invoices are due upon receipt unless otherwise stated. Commercial and government terms may vary by contract, but Solterra’s standard commercial terms are Net 30 or less unless agreed in writing.
Procedures
1) Accepted payment methods: card, ACH, check, and cash.
2) Processing fees (passed through): Card 2.9% + $0.30 per transaction. ACH 0.8% per transaction capped at $5.
3) Residential payment terms: due upon receipt unless otherwise stated. For one-time work, balance is typically due when work is completed and invoice is delivered.
4) Commercial and government terms: set by approved estimate/contract/PO. Standard target Net 30 or less for non-government unless agreed in writing. Longer cycles must be agreed before work begins.
5) Recurring maintenance billing: billed on a set schedule (typically every two weeks unless otherwise stated). Card on file may be required.
6) Card on file and auto-charge (if authorized): may charge 7 days after invoice due date if unpaid unless other arrangements are agreed in writing.
7) No materials ordered until required payments clear: for any job requiring deposit or milestone payment, materials are not ordered and scheduling is not confirmed until payment clears.
8) Partial payments: payment is due in full unless a written milestone schedule or other written agreement applies.
Examples
• Residential: Invoice is due upon receipt. If a deposit is required, scheduling is not confirmed until the deposit clears.
• Commercial: Terms are Net 30 unless otherwise agreed in writing. If Net 60 is required, we confirm that before starting.
• Recurring: Billed every two weeks. If unpaid after due date, card on file may be charged after 7 days.
Enforcement: Unpaid invoices may result in service suspension, schedule delays, and/or pause of work per Late Payment and Pause/Stop-Work policies.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-04 — Late Payment Policy
Purpose: Reduce late payments and set a clear process for service suspension and collections.
Scope: All customers and invoices issued through Home.works unless different terms are agreed in writing.
Policy Statement: If payment is not received, Solterra may assess late fees, suspend service after 14 days past due, and pursue collections after 30 days past due.
Procedures
1) Due dates follow the invoice/contract terms. Residential is typically due upon receipt unless otherwise stated.
2) Reminders are sent during the first 14 days past due.
3) Late fees may be applied: At 14 days past due a $25 one time billing fee then 2% per month per invoice. (unless prohibited by contract terms).
4) Service suspension: at 14 days past due, service may be paused until the account is current, including recurring maintenance visits.
5) Card on file (if authorized): may be charged 7 days after the invoice due date if payment is not received.
6) Collections: at 30 days past due, Solterra may pursue collections, attorney involvement, and other lawful recovery methods.
7) Customer responsibility: customer is responsible for reasonable costs of collection where allowed.
8) Disputes: customers should notify Solterra promptly (recommended within 7 days) if they believe an invoice is incorrect.
Examples
• Invoice due Feb 1. On Feb 15 it’s 14 days past due: late fee may apply and service may be paused.
• Invoice is 30 days past due: account may be sent to collections and service remains suspended.
• If card-on-file authorization is in place, card may be charged 7 days after due date if unpaid.
Enforcement: Solterra may suspend service at 14 days past due and pursue collections after 30 days past due. Collection costs may be billed to the customer where allowed.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-05 — Pause/Stop-Work Policy (Non-Payment)
Purpose: Protect scheduling, prevent unpaid work from stacking up, and keep project timelines realistic when payments are late.
Scope: All customers and all services (recurring maintenance, one-time work, installs).
Policy Statement: If required payments are not received by the due date, Solterra may pause or stop work until the account is current. When work is paused, scheduling and completion timelines may be affected.
Procedures
1) Work may be paused if a required deposit has not cleared, an invoice is past due, a milestone payment is not paid when due, or payment is declined and not promptly replaced.
2) A pause may include skipping maintenance visits, removing a one-time job from the schedule, or stopping progress on an install.
3) Schedule impacts: paused work may lose its place in the schedule and the overall timeline may extend.
4) Resuming work: work resumes after past-due amounts are paid and cleared; rescheduling is based on availability.
5) Discretion and exceptions: only the owner/manager can approve exceptions or authorize work to continue with a past-due balance.
Examples
• Maintenance account is 14 days past due, so service is paused until the balance is paid.
• Install reaches a milestone billing point. Work pauses until the milestone invoice is paid.
• Paused job completion date can shift because we may not be able to return immediately.
Enforcement: Crews are not authorized to negotiate payment terms on-site. Unpaid work remains paused and may move into collections per Late Payment policy.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-06 — Scheduling Windows and Access Requirements
Purpose: Keep routes efficient, prevent wasted trips, and set expectations for access, pets, and parking.
Scope: All customers receiving scheduled service (maintenance, one-time work, irrigation, projects).
Policy Statement: Solterra schedules work using route planning and job duration estimates. Customers must provide safe and reasonable access to the work area, including securing pets and ensuring parking access. If access is not available, service may be delayed, skipped, or rescheduled.
Procedures
1) Scheduling windows: route-based scheduling; arrival windows may be provided when possible; exact arrival times are not guaranteed.
2) Access requirements: gates unlocked/codes provided; areas free of obstructions; clear access to work zones.
3) Pets: pets must be secured inside the home or away from work areas during service. This is for the safety of crew and animals.
4) Parking: customers must provide reasonable parking/access for trucks and trailers; notify Solterra of restrictions in advance.
5) Advance notice: notify Solterra at least 24 hours in advance if access will be limited.
6) Impact of missed access: if Solterra cannot safely access the property, service may be skipped or rescheduled; billing handled per applicable policies and case-by-case.
Examples
• We’ll be there Tuesday morning, but we don’t guarantee an exact time. We’re route-based.
• If your gate will be locked, let us know at least 24 hours ahead so we don’t waste the trip.
• Dogs must be secured. If pets are loose, we may skip service for safety.
Enforcement: Crews may skip or reschedule service if access is not available or conditions are unsafe. Exceptions require owner/manager approval.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-07 — Weather Delay Policy (Quality + Safety)
Purpose: Protect turf, preserve installation quality, and keep crews safe by adjusting schedules when conditions make work unsafe or likely to cause damage.
Scope: All services including maintenance, one-time work, irrigation, renovations, and projects/installs.
Policy Statement: Weather delays are a normal part of professional landscaping in Idaho. If conditions create safety risks, damage turf/property, or reduce quality, Solterra may delay, reschedule, or adjust the day’s scope.
Procedures
1) Conditions that may trigger delays: rain/excessive rain, saturated soil/mud, standing water, freezing/frost/icy access, high winds, lightning/storms, smoke/poor air quality, and extreme heat (including turf stress risk).
2) Decision standard: Solterra decides based on safety and quality. If either standard isn’t met, the plan may change.
3) Work-type flexibility: if mowing is not appropriate but other work can be completed safely and at high quality, Solterra may proceed with that work; installs/renovations may be delayed if conditions compromise quality.
4) Rescheduling approach: reschedule to next available day, adjust route order, or perform alternative tasks appropriate for conditions.
5) Customer communication: reasonable efforts to notify customers; same-day changes may occur due to changing conditions.
Examples
• We skipped mowing because the lawn was saturated and would rut. We’ll reschedule or double-cut next week if needed.
• Extreme heat: mowing would stress turf, so we adjusted the schedule to protect the lawn.
• We can do irrigation diagnostics today, but we’re delaying soil work until proper compaction conditions exist.
Enforcement: Crews will not perform work that risks turf damage or unsafe conditions. Weather delays are not considered customer cancellations.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-08 — Cancellation and Rescheduling Policy (Maintenance + Projects)
Purpose: Protect schedule reliability, reduce wasted trips, and set expectations when service is delayed due to weather, access, or customer changes.
Scope: All customers receiving recurring maintenance, one-time services, and projects/installs.
Policy Statement: Customers must provide at least 24 hours notice to cancel or reschedule. For recurring maintenance, pricing is based on maintaining the property over time and may still apply even if a visit is skipped due to conditions outside Solterra’s control.
Procedures
1) Customer-requested rescheduling: provide at least 24 hours notice; reschedules are subject to route availability.
2) Recurring maintenance skipped visits: if skipped due to conditions outside Solterra’s control (rain, excessive heat, property event, blocked access, pets not secured, etc.), the weekly rate may still apply and Solterra will reschedule, perform other needed services, or double-cut the following week (bag if needed) at no extra charge.
3) Projects and one-time work: reschedule with 24 hours notice; start dates may move to the next available opening.
4) Same-day cancellations/access issues: handled case-by-case and may include rescheduling, alternative work, and/or billing depending on the situation and lost time.
5) Weather and safety delays: Solterra may delay due to weather/unsafe conditions; weather delays are not customer cancellations.
Examples
• It rained and turf conditions weren’t workable, so we’ll hit your property on our next available day.
• Event on property blocked access. Weekly rate still applies and we’ll reschedule or double-cut next week.
• Project start moved because the deposit cleared late. We’ll schedule you into the next available opening.
Enforcement: Rescheduling is based on availability. For maintenance, Solterra uses professional judgment on reschedule vs alternative work vs double-cut. Exceptions approved by owner/manager.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-09 — Scope Boundaries Policy (What’s Included vs Not Included)
Purpose: Prevent scope creep, set clear expectations, and keep pricing accurate when job conditions change.
Scope: All services provided by Solterra, including mowing, mulch, irrigation, lawn renovations, and small projects.
Policy Statement: Only the work specifically listed in the approved estimate/contract/service agreement is included. Any additional work, unforeseen conditions, or requests outside the written scope require a written change order before work is performed.
Procedures
1) Pricing basis: Pricing is based on the written scope and expected conditions, not time on site. If actual conditions differ from assumptions or scope changes, updated pricing will be provided for approval before proceeding.
2) Scope is defined by the written estimate; verbal requests do not change the scope.
2) Common items not included unless listed: debris hauling and dump fees, weeding, edge restoration (bed edger), bagging lawn clippings, extra disposal/hauling/cleanup beyond what’s stated.
3) Default standards: mowing clippings mulched by default; bagging is an added line item; string-trimmer edging included where applicable; bed edging that cuts turf back is billed separately.
4) Haul-off and dump fees: haul-off is extra unless included; dump fees billed based on load size and weight.
5) Irrigation and hidden/incorrect installs: irrigation repairs billed separately unless caused by Solterra negligence; Solterra is not responsible for damage caused by previously improperly installed components.
6) Unknown/hidden conditions may require a change order before proceeding (buried debris, shallow utilities, drainage/soil issues, prior poor installs, etc.).
7) Customer-provided materials are not typically allowed exceptions may be made on case by case basis by manager/ owner.
8) Solterra may decline/stop work if not covered by insurance/workers’ comp or if too risky to complete safely.
Examples
• We can haul off debris, but haul-off and dump fees weren’t included. We’ll send an added line item first.
• String trim edging is included. Cutting turf back with an edger is edge restoration and billed separately.
• We found buried concrete in the beds. That’s an unknown condition and needs a change order before we continue.
Enforcement: Crews do not authorize additional work or pricing changes on-site. Out-of-scope work requires written approval. Work may pause on unknown conditions until approved.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-10 — Change Order Policy (Written Approval Required)
Purpose: Control scope changes and prevent misunderstandings by requiring written approval before additional work is performed.
Scope: All customers and all services. Applies to any change after the original estimate/contract is approved.
Policy Statement: All changes to the approved scope require a written change order and customer approval before work is performed. Solterra does not perform additional work based on verbal requests.
Procedures
1) Exceeding estimated conditions: If work exceeds what was reasonably visible/expected (overgrowth, debris volume, hidden conditions, access restrictions, etc.), we will pause and issue a written change order or revised price for approval before continuing. Pricing is not based on time on site.
2) A change order is required for any additional work, changes to materials/quantities/methods, added haul-off/dump runs/cleanup, added weeding/bagging/edge restoration/extra visits, repairs requested during the job (including irrigation), unknown conditions, or requests that change timeline/crew time.
2) Change orders must be documented via Home.works approval or a written and signed change order form.
3) Written approval is required before Solterra begins additional work. Verbal approvals are not valid.
4) Change orders may require additional crew time/materials/scheduling adjustments.
5) Change orders may extend the project timeline.
6) Field staff are not authorized to quote/approve pricing on-site. Requests are documented and a written change order is sent for approval.
Examples
• Can you haul off the extra branches too? Change order required before haul-off happens.
• Can you bag clippings this week? Change order required before bagging.
• Can you cut the turf edge back with an edger? Change order required before edge restoration.
Enforcement: Solterra will not begin additional work without written approval. Delays in approval may postpone work. Disputes are resolved using written scope/change orders.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 6 months.
CUST-11 — Mechanic’s Lien Rights Disclosure (Idaho)
Purpose: Disclose Solterra’s legal rights and encourage early communication to avoid disputes.
Scope: Services that improve real property in Idaho, including labor and materials furnished for landscaping, irrigation, renovations, installs, and related work.
Policy Statement: If payment is not received, Solterra reserves the right to pursue remedies available under Idaho law, which may include filing a mechanic’s lien for labor and materials provided to improve the property.
Procedures
1) Communication first: If there’s a billing concern, contact us early.
2) This disclosure applies to improvements to real property, including labor performed and materials supplied.
3) If an account remains unpaid after normal reminders and timelines, Solterra may pursue lawful remedies including collections, attorney involvement, and mechanic’s lien rights under Idaho law (when applicable).
4) This policy is intended to be transparent about standard protections used in the property improvement industry.
Examples
• We’d rather solve payment issues early. If payment goes unresolved, we may pursue remedies under Idaho law, including lien rights where applicable.
Enforcement: Any decision to pursue formal remedies is handled by management and follows the company’s collections process and Idaho legal requirements.
Effective Date + Review Cadence: Effective February 24, 2026. Review every 12 months (or sooner if Idaho requirements change).
CUST-12 — Warranty Policy (Workmanship vs Materials)
Purpose: Set clear expectations about what Solterra warranties (work we control) and what we do not (things outside our control, including parts failures).
Scope: All services performed by Solterra, including maintenance, irrigation, lawn renovations, and small projects/installs.
Policy Statement: Solterra provides a 1-year workmanship warranty on work we perform. We do not warranty parts/material failures, manufacturer defects, pre-existing conditions, customer-supplied materials, or damage caused by weather, improper care, or third parties. If a part fails, replacement may be covered by the manufacturer, but labor to diagnose and replace parts may be billable.
Procedures
1) Workmanship warranty: 1 year from service date (or completion date for projects).
2) Covered: corrections needed due to Solterra installation/labor error; repair/correction at Solterra’s discretion.
3) Not covered: parts/material failures and manufacturer defects; labor to diagnose/replace failed parts (billable); customer-supplied materials; pre-existing site conditions; hidden/unknown conditions; weather impacts; improper watering/care; damage by others; normal wear and tear.
4) Irrigation note: workmanship is covered; parts are not warranted by Solterra beyond manufacturer coverage.
5) Warranty requests: notify Solterra within 7 days of discovering the issue; photos help; inspection determines coverage.
6) Limits: warranty limited to correcting affected work; no responsibility for indirect/consequential damages.
Examples
• A fitting leaks because it wasn’t installed correctly: covered workmanship fix.
• A valve fails internally: manufacturer part issue; labor to replace may be billable.
• Freeze damage to irrigation: not covered.
Enforcement: Solterra determines warranty coverage after inspection. Non-warranty work is billed at standard rates.
Effective Date + Review Cadence: Effective February 26, 2026. Review every 12 months.
CUST-13 — Photo and Video Use Policy (Marketing + Documentation)
Purpose: Allow Solterra to document work quality and share completed projects for marketing while respecting customer privacy.
Scope: All jobsites and services performed by Solterra.
Policy Statement: Solterra may take photos and/or videos of work completed on customer properties for documentation, quality control, training, and marketing. We do not intentionally share private or identifying information. Customers may opt out of marketing use by providing written notice before work begins.
Procedures
1) What we photograph: before/during/after photos of work areas and finished results.
2) Privacy: we avoid showing people, readable plates, house numbers, and personal items when possible; we do not post customer addresses or identifying details.
3) Where photos may be used: website, social media, online listings, ads, proposals, and other marketing materials.
4) Opt-out: customers can opt out of marketing use by notifying Solterra in writing before work begins (email or Home.works message is fine). Solterra may still take photos for internal documentation and quality control even if marketing use is declined.
Examples
• Before/after mulch install photos posted on social media.
• Customer opts out in writing: photos kept for internal documentation only, not posted publicly.
Enforcement: Marketing use is allowed unless the customer opts out in writing prior to start. Crew follows privacy guidelines.
Effective Date + Review Cadence: Effective February 27, 2026. Review every 12 months.