Customer Policies​​

Transparency Policy 

• All of our service rates and fees will be easily available, never hidden.

Service Area Policy

We proudly serve residential properties within 25 miles or 45 minutes of Hickory, North Carolina. This ensures reasonable response times in the case of an emergency. Properties outside our standard service area may be ineligible or subject to additional travel fees and/or service limitations.​

Trip Charge Policy

• A $25 trip charge will be billed for every service call that is not covered under your plan.

Maintenance Plan Policy

Shamrock Residential offers Home Maintenance Plans with recurring services and priority scheduling.

• Maintenance Plans are available in terms of 1-month, 1-year, and 2-years.

• All service prices and fees will be locked for the term of the plan.

• Free service covers trip charge and labor cost, not materials.

• Materials will be billed to the customer at cost; there is no upcharge on materials.

Payment Policy

• We accept credit/debit cards, ACH transfers, and select digital payment methods.

• Plans are billed monthly or annually.

• Payments for services not covered under your plan will be due at the time of service.

• Late payments may result in service suspension, late fee, or termination after a 10-day grace period. Late fee is equal to 10% of the overdue amount and will be charged every 30 days until balance is paid.

Scheduling Policy

• Non-emergency services will be scheduled Monday–Friday during standard business hours.

• Emergency service is available 24/7.

• Emergency service will only be provided for issues that are deemed by the company to be a threat to person or property.  

Access Policy

To perform maintenance services, we require:

• A responsible adult (18+) present on-site during service, or

• Written permission for our technician(s) to access the property in your absence (e.g., lockbox code or smart lock access). Failure to provide access at the scheduled time may result in a missed appointment fee (see Section 6).​

Appointment Cancellation & Rescheduling Policy

• Please provide at least 24 hours’ notice for cancellations or rescheduling.

• Cancellations with less than 24 hours’ notice may result in a $25 missed appointment fee.

• Missed or declined service appointments under a plan will not be credited or refunded unless canceled in advance. 

• Repeated no-shows may result in service suspension or cancellation.

Service Guarantee

We stand by the quality of our work. If you are unsatisfied with a service, notify us within 7 days, and we will return to address the issue at no additional charge (within reasonable scope).

This guarantee does not cover:

• New or unrelated issues

• Systems outside our stated service coverage

• Damage from user neglect, weather, or external contractors

Limitations of Service

Our services cover routine residential maintenance only. We do not provide:

• Major renovations or remodeling

• Electrical panel work requiring permits

• HVAC replacements or refrigerant services

• Mold remediation, pest control, or hazardous material handling

• Any service that requires a specialized license

If a task falls outside our scope, we’ll gladly refer you to a trusted specialist.

Customer Responsibilities

To ensure efficient service, customers agree to:

• Maintain a safe, clean, and accessible environment

• Disclose any known issues that may affect safety or service quality

• Follow manufacturer or safety recommendations for maintained equipment

Privacy Policy

We respect your privacy. Any personal or property information collected for service purposes will be kept confidential and never sold or shared with third parties without your consent.

Weather Policy

Outdoor services may be postponed due to inclement weather for safety. We will contact you to reschedule as soon as conditions allow.

Natural Disaster Policy

All services, including emergency service, may be postponed due to natural disaster or dangerous weather conditions for safety. We will contact you to reschedule as soon as conditions allow.

Insurance & Licensing

Shamrock Residential is fully insured and operates in compliance with applicable North Carolina licensing and contractor requirements. Proof of insurance is available upon request.

Plan Transfer & Cancellation Policy

• Customers may cancel their plan at any time. If canceled, customer will be responsible for any outstanding payments, including monthly service plan payments for the remaining term of the plan.

• Service address of the plan may only change with notice and approval of the company. New service address must remain within the service area. If a transfer of service address is approved, the customer will be charged all applicable fees for a home walkthrough.