Support
Frequently Asked Questions
Most Asked Questions
We are generally active below the 401, between Dufferin and Victoria Park. You can see our service area broken out by postal code on our service area page.
Note that our winter service area is smaller than our summer service area, excluding the areas east of Bayview and north of Eglinton.
You can cancel most services without penalty at any time - here's a summary of how cancelation works for different types of jobs.
To request a cancel, just call or email our office at support@gardenzilla.ca.
Lawn Mowing, Garden Care, Fertilizer and Weed Control can be cancelled at any time. You will be responsible for the cost of any pro-rated services you used but have not yet paid for, or refunded for any services you have not yet received.
Hourly Services can be cancelled in advance of our arrival without penalty. You will still be responsible for any materials we had to purchase on your behalf, like plants.
Installations can be cancelled in advance of our arrival without penalty. You will still be responsible for any materials we had to purchase on your behalf, like plants. Deposits are otherwise fully refundable.
Snow Removal can be cancelled at any time - we will include a pro-rated final invoice or refund as appropriate. Note that the non-refundable deposit is forfeited when you cancel your snow removal services.
Invoices & Payments
Invoices are calculated based on our hourly rate multiplied by the number of staff who service your property, from the time we arrive at your property until the time we depart. We round our time on site up to the nearest five minutes.
In addition to the hourly rate on site, we have a standard charge for travel time that is applied to all invoices.
Finally, if you requested any additional materials (like mulch or soil) or requested that we remove debris from your property (we usually leave it neatly bagged for city collection at no charge), then those additional charges are applied to your invoice.
HST is applied to the total amount, and the invoice is emailed, usually the next business day.
We accept Visa, Mastercard, Email Money Transfers (EMTs) and cheques. We also accept cash, although cash payments has to be arranged via the office.
No. Tipping is neither required nor expected.
If you would still like to tip your team, you can offer them a cash tip on site, or you can contact the office to arrange a tip for your team via email money transfer.
We do not offer an option to include a tip on your invoice.
Insurance & Certifications
Yes, our staff our protected and we are in good standing with the WSIB (Workers Safety and Insurance Board).
Yes, we carry $5 million in General Liability insurance.
Our Covid policy exists as an extension of our company's Health & Safety policy. It is updated periodically as required, and can be found at gardenzilla.ca/covid.
Lawn Mowing & Garden Care
We generally mow lawns at 2.5 inches through the growing season, reducing that height to between 1.5 and 2 inches in late October.
Clients can request higher or lower cutting heights, although we recommend a minimum cutting height of 2 inches through the growing season to optimize lawn health.
Midtown Toronto - The Annex, Cabbagetown, The Danforth, East York, Leaside, Rosedale, South Hill / Casa Loma, Summerhill, and Yorkville.
North Toronto - Bedford Park, Caribou Park, Chaplin Estates, Davisville Village, Deer Park, Forest Hill, Lawrence Park, Ledbury Park, Lytton Park, Moore Park, and Yonge & Eglinton.
East York - East York, the Beaches, Leslieville, Danforth, Wexford, Jonesville.
Yes. You can cancel without penalty at any time. Just let us know by email that you'd like us to stop the service. You are still responsible for paying any outstanding invoices, but we will refund you a pro-rated amount based on the number of remaining grass cuts in the month.
See our refund policy for more information on how refunds are processed (it depends on how you paid).
For example, if we send you an invoice on May 15th, do a grass cut on May 17th, and then you cancel your service you will still be responsible for paying the unpaid invoice from May 15th. Once paid, we will refund you a pro-rated amount for the three remaining service visits.
Gardening & Yard Work
We generally mow lawns at 2.5 inches through the growing season, reducing that height to between 1.5 and 2 inches in late October.
Clients can request higher or lower cutting heights, although we recommend a minimum cutting height of 2 inches through the growing season to optimize lawn health.
Midtown Toronto - The Annex, Cabbagetown, The Danforth, East York, Leaside, Rosedale, South Hill / Casa Loma, Summerhill, and Yorkville.
North Toronto - Bedford Park, Caribou Park, Chaplin Estates, Davisville Village, Deer Park, Forest Hill, Lawrence Park, Ledbury Park, Lytton Park, Moore Park, and Yonge & Eglinton.
East York - East York, the Beaches, Leslieville, Danforth, Wexford, Jonesville.
Yes. You can cancel without penalty at any time. Just let us know by email that you'd like us to stop the service. You are still responsible for paying any outstanding invoices, but we will refund you a pro-rated amount based on the number of remaining grass cuts in the month.
See our refund policy for more information on how refunds are processed (it depends on how you paid).
For example, if we send you an invoice on May 15th, do a grass cut on May 17th, and then you cancel your service you will still be responsible for paying the unpaid invoice from May 15th. Once paid, we will refund you a pro-rated amount for the three remaining service visits.
Landscape Installation
Most quotes start with a quick phone or video call with our head gardener. We'll review your work, and determine the next best steps, which include
- a quote - for simple jobs, we can submit a quote following the video chat
- a site visit - either our head gardener or one of our team will drop by your property during the week to price out the work we discussed
- a design meeting on-site (this is a paid service)
We only require deposits on jobs with a pre-hst total of more than $5000. For smaller jobs, we invoice when the work is complete. Deposits are typically for 50% of the cost of the job, with the balance owing on completion.
Yes, we offer warranties as follows on all installation work.
All plantings - 50% replacement pricing for three years following planting, no questions asked.
All wood, stone and paver installations - two year warranty to rectify any deficiencies in installation.
Snow Removal
Whether it snows more or less often than usual, there is no change in our pricing. If it doesn't snow, we still provide a dedicated team (paid for being on call whether or not it snows), expensive winter vehicles and equipment, and are available in the event it does snow. On some winters we have to go out more - on others, we have to go out less.