What do I do if I'm going on vacation/have a family emergency?

We understand that unexpected life events—such as family emergencies, equipment failure, or pre-planned vacations—can impact your ability to service your route. In these situations, proactive communication is essential to ensure customers are taken care of and your provider rating remains protected.

If you realize you cannot fulfill the service requests on your board, please take the following steps immediately:

1. Release your jobs: Use the app to release the affected jobs from your board. This allows our system to immediately look for a new provider to take over the service.

2. Contact Provider Support: Reach out to the LawnGuru Support team as soon as possible. We can assist in re-pairing your jobs with another provider to ensure they don't become overdue.

To ensure your customers aren't left without service while you are away, please follow this notification schedule:

• One week prior: Notify Support of your upcoming vacation dates.

• 24 hours before: Send a final confirmation to Support to ensure all active jobs on your board have been reassigned or paused correctly.

It is vital to manage your board actively. Failing to release a job you cannot complete, or allowing a job to remain on your board past its due date, will result in the following:

• Release Fee: A $15 fee will be applied to your account for each job that must be manually removed by support after it has become overdue.

• Rating Impact: Overdue jobs and late releases negatively affect your internal star rating, which may impact your priority for future high-value leads.

Pro Tip: If you're only running behind by a day due to weather or a minor delay, use the in-app chat to update your customers. If you're unable to work for several days, releasing the jobs is the professional choice for your business and the custom