The response standards we aim to hold ourselves to.
This page explains the normal reply windows for new questions, active-job issues, billing concerns, and privacy requests submitted through the site.
General contact requests
For normal questions, property notes, and non-urgent support requests submitted through the contact form, we aim to respond within one business day.
If the request arrives on a weekend, holiday, or after business hours, the clock starts on the next business day.
Active jobs and near-term service issues
If your message is tied to an active job, same-day arrival issue, or a time-sensitive service concern, include that clearly in the message so the team can prioritize it.
When possible, we aim to acknowledge active-job issues the same business day.
Billing, refund, and privacy requests
We aim to acknowledge billing, refund, and privacy-related requests within one business day and provide a first review or next-step update within three business days.
Complex cases may take longer, but we should still keep the customer updated instead of letting the thread go silent.
How to help us respond faster
Include the property address, service date if relevant, the best reply method, and a concise explanation of what you need.
Photos, gate notes, invoice references, or the original email address used on the request can reduce back-and-forth and speed up review.
Need help from the team?
If you have a support, billing, or privacy issue, use the contact page so the request lands in the tracked workflow instead of an unstructured message thread.