Frequently Asked Questions

User / Contractor

What is Eden?
Eden app is the #1 on-demand lawn care, leaf cleanup, and snow removal services app.

Where does Eden work?
Eden is currently in the Greater Toronto Area and Ottawa* in Ontario Canada. In the US, Eden is available in and around the surrounding regions of Philadelphia, Chicago, Boston, Minneapolis, and Milwaukee. *Launching in February 2017. Contractors, please read FAQ on "additional licensing requirements for the City of Ottawa"

Do I have to download the app? Can I use your service online?
You can order online, but you'll need your app to track your service and keep in contact with your contractor!

Where can I get the app?
Eden app is available through the the Apple iTunes store: <a href="https://itunes.apple.com/ca/app/aden-on-demand-lawn-care/id1040620372">https://itunes.apple.com/ca/app/aden-on-demand-lawn-care/id1040620372</a> or Google Play store: https://play.google.com/store/apps/details?id=com.edenapp&hl=en. You can also search for "Eden lawn and snow" in either app store. Please note, contractors have a separate app called Eden for Contractors in order to view and accept jobs. The app is also available on the Apple iTunes store https://itunes.apple.com/ca/app/eden-contractor/id1040994602?mt=8 or Google Play store https://play.google.com/store/apps/details?id=com.edenapp.contractor&hl=en. You can also search "Eden Contractors" in either app store.

Why do I have to enter my payment information before making an order?
Similar to other application services like Uber, we ask for confirmation of payment so that we know that the funding source is authorized. The money is held in escrow, your card will not be charged until your job order is complete. Should you cancel your job, the money will be released in 1 to 2 business days.

What are you prices based on?
Eden prices are based on a median norm for your region. We believe in fair wages for contractors while keeping low prices for customers. We are able to do this because we do everything through an efficient app.

Does Eden do surge pricing?
No, Eden will never do surge pricing as we realize snow itself is a surge situation. Our prices are not higher or lower depending on if there is a snow storm. We base our prices on the time it will take contractors to clear the area.

Do I have to have a contract with Eden?
No, you can use Eden on an as needed basis. There are no contracts or obligation to use it multiple times.

What is a “fair trade” app?
We believe apps can offer competitive prices to consumers but not become a “race to the bottom” for service providers. The main focus of our app is access and convenience, which we believe is at the core of innovative mobile technology. By being a fair trade app, we certify that our service providers are not losing money to gain business and that our users are getting some of the best prices on the market without taking away jobs.

Is my payment information secure?
Absolutely. Eden uses Stripe as a third party payment processor and does not keep any of your payment information. We only see the last three digits of your credit card for security purposes. If you have ever purchased anything on Indiegogo, Kickstarter, Facebook, Postmates, or Shopify (among others) you have already used Stripe.

How do I cancel the job?
You have the ability to cancel the job within the first 5 minutes of the job being accepted by a contractor.

How will I know how much my add-ons cost?
For snow removal, add-on pricing is reflected clearly in your order details. For lawn care work, add-ons have to be quoted on site because the scope of work cannot be estimated without an on-site visit. You always have the option to reject add-on work when you receive the quote within 15 minutes.

Who else sees the information I share with Eden?
Absolutely no one. Eden will never share your data and secure information, like payment information, is held on third party secure servers.

How do I get in touch with someone at Eden?
You can get in touch with us at info@edenapp.com.

What if the property I want you to service is different than my billing address?
The app asks for the property address you would like serviced, not your billing address. Feel free to change this address as often as you like depending on where you want to send contractors. You can also add multiple properties to your account.

Why don’t you put salt down in the winter?
We do not salt driveways, because not all of our contractors have salting boxes on their trucks. In an effort to provide fast and efficient services, we do not currently have that option.

How will I know my driveway has been plowed or my lawn has been mowed?
A contractor takes a “before” picture when they arrive at your home and an “after” picture when they are finished. Both are sent to you via the app and in your receipt. If you do not like the service based on the picture, please email us at <a href="mailto:info@edenapp.com">info@edenapp.com</a> and we will do our best to rectify the situation.

Can I schedule my service?
Currently, Eden is an on-demand service, as in you can book Eden only when you need it. You cannot schedule services more than 72 hours in advance at this time.

What if I’m away? Can I still get service?
Absolutely. You can be anywhere in the world when you book your service, as long as the address is within our coverage area.

Can I book services for someone else?
Absolutely! Simply go to the menu in the app, click on "Properties", then "Add a Property." You can have multiple properties on your account.

How quickly will my service get done?
Our service time for snow removal is typically within 1 to 3 hours. Snowstorms can cause traffic and weather delays, but if your order has been placed, rest assured that we are working hard to get someone to your property as soon as possible. For lawn care, our service time is usually within a few hours to 72 hours for larger jobs. Contractors will always communicate their arrival times with you.

Do I or someone else need to be home?
Absolutely not. With payment and communication being done through the app, you can do everything remotely.

Will I see which professional will be servicing my home?
Yes, you will see his name and photo. You can also communicate with the contractor through the app.

What credentials do the contractors have?
Our contractors are licensed and insured professionals with industry experience and professional equipment.

How can I get a quote?
You can get a quote inside the app. Just enter your property details then, right before your confirm your order, you will see the pricing for the services requested. If you do not like the pricing, simply exit the order. If you accept the pricing, confirm your order and we will then connect you to a licensed contractor to do your work. In some cases for lawn care, contractors may contact you upon arrival to clarify the size of the area and re-quote you. At that time, you will have 15 minutes to accept or cancel the order.

What is a hold and why do I have one?
In order to create a seamless payment experience for both the user and the contractor, we may place a small hold on your credit card when you order a service to check for authorization of the payment method- similar to how a hotel or gas station may do. These holds usually disappear off of your statement before you notice, but in the event that you see it, please know this is gone within 24 hours (depending on your bank and how often online statements are updated). This hold will usually appear as "pending" and not a real charge.

What is Eden?
Eden app is the #1 on-demand lawn care, leaf cleanup, and snow removal services app.

Where does Eden work?
Eden is currently in the Greater Toronto Area and Ottawa* in Ontario Canada. In the US, Eden is available in and around the surrounding regions of Philadelphia, Chicago, Boston, Minneapolis, and Milwaukee. *Launching in February 2017. Contractors, please read FAQ on "additional licensing requirements for the City of Ottawa"

Do I have to download the app? Can I use your service online?
You can order online, but you'll need your app to track your service and keep in contact with your contractor!

Where can I get the app?
Eden app is available through the the Apple iTunes store: <a href="https://itunes.apple.com/ca/app/aden-on-demand-lawn-care/id1040620372">https://itunes.apple.com/ca/app/aden-on-demand-lawn-care/id1040620372</a> or Google Play store: https://play.google.com/store/apps/details?id=com.edenapp&hl=en. You can also search for "Eden lawn and snow" in either app store. Please note, contractors have a separate app called Eden for Contractors in order to view and accept jobs. The app is also available on the Apple iTunes store https://itunes.apple.com/ca/app/eden-contractor/id1040994602?mt=8 or Google Play store https://play.google.com/store/apps/details?id=com.edenapp.contractor&hl=en. You can also search "Eden Contractors" in either app store.

What is a “fair trade” app?
We believe apps can offer competitive prices to consumers but not become a “race to the bottom” for service providers. The main focus of our app is access and convenience, which we believe is at the core of innovative mobile technology. By being a fair trade app, we certify that our service providers are not losing money to gain business and that our users are getting some of the best prices on the market without taking away jobs.

How many jobs can one driver take on at once?
Contractors can take up to 5 jobs at once to create a queue. Only take jobs that you are able to complete within a 3 hour time frame to ensure prompt service.

How can we ensure that using Eden does not disrupt our current clients?
With the Eden Contractor app, you have no obligation to accept any of the jobs that you see on the app. You can pick and chose what you would like to do in your free time. Therefore, you can prioritize your current clients, and turn on Eden Contractor when you want extra work.  

Is Eden hiring contractors?
Eden does not hire full-time contractors that work exclusively for us. We provide a platform that connects homeowners to licensed and insured contractors.

Will the homeowner see all of my information if I take a job?
Homeowners will see your name as well as the photo that you have uploaded to your profile, but not your contact information. All messaging is done through the Eden Contractor messaging system.

How long will it take to get paid?
We pay contractors within 2-4 business days through direct deposit.

What if the homeowner disputes the job?
We will handle any disputes with homeowners on your behalf. Remember to always take lots of clear before and after photos of your work to ensure that your work is documented and protected against any claims.

How much will I make on each job?
The Eden Contractor app will always display exactly how much each job will pay out before you accept it. The app already accounts for our fees, so what you see is what you take home. We always price in accordance with your local association’s guidelines.

What about insurance?
Working with Eden requires you to carry your own insurance at all times.

I am a snow removal contractor in Ottawa, Ontario, Canada, do I need additional licensing?
Yes, the City of Ottawa requires a snow plow contractor license for any business that plows or removes snow from a private property with a snow plow. You are required to carry this when performing any Eden jobs, and are liable for any fines if otherwise. You can read more about licensing on the City of Ottawa's website: http://ottawa.ca/en/business/permits-business-licences-and-applications/business-licensing#snow-plow-contractor-licence

I'm an Eden contractor, how can I place a badge on my website?
You can copy this code and place it where you want the badge to appear on your site: <a href="https://edenapp.com/"> <img src="https://s24.postimg.org/s5anjzn39/Marble_Badge_3.png" alt="Eden Lawn &amp; Snow App" width="200" height="200" border="0" /> </a>