What if the gate is locked when I get to the property?

Customers are responsible for ensuring that all gates are unlocked and service areas are accessible on their scheduled service date.

If you arrive and the gate is locked—or if any portion of the service area is inaccessible—do not perform the service. You must submit a cancellation request in the app to notify the customer and qualify for a trip fee.

Once the customer resolves the access issue, the job will be placed back on your route to be completed when you are next in the area.

To document the access issue and move to your next job, follow these steps in the app:

1. Tap Service Options.

2. Select Request Cancellation.

3. Enter the reason (e.g., "Locked gate" or "Blocked access").

4. Tap Submit Picture and upload a clear photo of the locked gate or barrier.

5. Tap OK to submit for review.

A LawnGuru agent will review your request once it is submitted.

• Trip Fee Eligibility: To receive a trip fee, you must have arrived within the scheduled service window, used the app in real-time, and provided a clear photo of the obstruction.

• Photo requirement: The photo is essential. It serves as proof to the customer and our support team that you were on-site and unable to complete the work due to access restrictions.