I only need vacation coverage. Can you do that?
You can sign up for as little as one month of service. We usually recommend booking the service to overlap your vacation with a bit of time on each side. That way you get a little break from shovelling as you're preparing to go and when you're settling back in.
I'm on vacation or at work, how will I know you're coming and when the work is done?
An email notification is sent as the crew is dispatched! You will receive a notification once the work is completed as well, with pictures of your freshly cleared paths, sidewalks and driveway.
What is the difference between Standard, Premium and Express service levels?
Standard snow removal sites are cleared once the snow stops falling and are at the end of the route. Premium customers get included ice melt, are cleared daily during multi-day events, and are cleared earlier in the route. Express clients get everything Premium clients do but space is limited and they're cleared first.
Do you come out a limited number of times per month and charge extra for the additional times?
We come out as much as needed. Historically the average is about 15 visits per month. There is no extra charge beyond a certain number of visits, just your flat monthly rate.
When will my snow be cleared?
It depends on the service level you select. With Standard service you'll be cleared within 24hr of the snow ending. For Premium clients we aim to have you cleared within the first 8 hours of crews being dispatched and Express clients within the first 3 hours. We cannot guarantee an exact time of day that snow will be cleared, but we always start as early in the day as possible.
In the event of snowfalls over 10cm time windows may be suspended as the roads often impede our crews. However sites will still be cleared in order of priority: Express, Premium, then Standard.
Do you have a surcharge for heavy snowfalls?
No, we don't charge more when it snows more, just your flat monthly rate. If you're signed up for our service before a heavy snowfall, it's service as usual. If you're joining our routes after some accumulation has built up, there may be a one-time surcharge to "reset" your property before starting regular service.
Please note that snowfalls in excess of 10cm are exempt from our time guarantees. Try as we might, these days always take longer than expected, as moving through the city is considerably slower with these events.
Am I locked into a snow removal contract?
It's a long winter season across Canada, usually we see five months of heavy snow, but that doesn't mean you have to be locked into a snow removal contract for the whole time. For our snow removal services there is a 1-month minimum commitment, and no penalty for cancelling.
What's your cancellation policy?
There's no penalty for cancelling your service. Come and go as you wish, we're not trying to force you into anything. Of course some heads up is always appreciated.
If it snows for several days in a row, how often do you come out?
If you book Premium or Express service we will remove your snow once per day. For Standard sites we'll be out once the snow has stopped.
How early in the day do you come out?
We start as early as 5am and stay out as late as required. On heavy days our team can be going for 15 hours straight.
Is snow removed within 24 hours after it starts snowing? After it stops snowing?
Crews are dispatched after it stops snowing. For Premium and Express clients we come out while it's still snowing if the snowfall is lasting multiple days.
When are crews dispatched?
Crews are most often dispatched first thing in the morning after a snowfall has ended.
For continuous snowfalls that last many days in a row, the crew will be dispatched once per day for mid-snow service on Premium and Express sites, and after the snowfall has ended for Standard sites. Sites are never cleared more than once per day.
Scenario 1. It snows from 1pm to 8pm on Monday.
Crews will begin first thing Tuesday morning clearing Express, Premium, then Standard sites.
Scenario 2. It snows from 4am - 11pm on Monday.
Crews start early Monday morning for mid-snow service on Express and Premium sites. Crews will go out again Tuesday morning for Express, Premium and Standard sites.
Scenario 3. It snows from 9am - 11am on Monday.
Crews begin late Monday morning clearing Express, Premium then Standard sites. Time targets on Express and Premium sites are pushed because of the late start.
Why aren't crews dispatched in the afternoon?
Since a route can take as long as 9 hours to complete, and we’re working exclusively in residential areas, our clients (and their neighbours!) would prefer us not to be on their property late into the night.
What order are sites cleared in?
Sites are always cleared in order of priority: Express, Premium and then Standard.
What equipment do you use?
Everything to get the job done! For snow clearing we use classic shovels, backpack blowers, snow-throwing machines and ice chippers. We use commercial-grade equipment made by TORO that have poly blades so they won't cause any damage. We also use a proprietary software to make the most efficient routes and send you timely notifications.
What communities do you serve?
We offer residential snow clearing for all communities within the city limits of Richmond Hill
What is ice melt and how does it work?
Ice melt is a variation of salt. Salt lowers the freezing point of water, preventing ice from forming. A sprinkle of salt on your sidewalk melts light snowfall and slows down or prevents slippery patches from forming. If you have pets, keep an eye on their paws and wipe them off as the salt can be irritating!
What if I don't want ice melt?
No problem. Let us know so we can add a note to your booking. We only use it sparingly, in spots where ice tends to form, since it can be hard on the concrete.
You missed a spot!
Oops! Please send us a quick note at email@example.com so we can come fix it.