Snow Removal Terms of service

2023/2024 Snow Removal Terms of Service

Snow clearing means blowing snow from a described physical area to any permissible area nearby. Stacking or hauling of snow, sanding, salting, de-icing or hand shoveling are not included in this contract unless otherwise specified.

Snow clearing will typically commence after an accumulation of approximately one - two centimeters . And 5 cm during stroms. Included are follow-up visits after city and sidewalk plows and repeat cleanings during prolonged, heavy snowstorms. The timing of service visits will vary from storm to storm.

The Contractor shall be permitted to remove snow from your property at any time. If inadequate space exists on a client’s property for snow storage, whether it be at the onset of the season or as season progresses, the client agrees to let the Contractor use space on the side of the driveway or to make alternate arrangements for snow storage with an adjoining neighbor.

The term of this contract is from November 1st to April 30th of the indicated season, or up to a total accumulation of 300 cm (10ft) of snow. The customer agrees to pay a surcharge on a per cm basis proportional to the amount of the contract should we exceed 300 cm. (i.e. $449/300 = $/cm X excess cms of snow) * This clause simply ensures our survival in case of a once in a lifetime winter. *

If vehicles are parked in driveway when snow clearing is to commence, snow will only be cleared from accessible areas that open into the street.

The Contractor shall not be held responsible for damages to objects in the designated snow removal area including, but not limited to: basketball nets, garbage cans, recycling bins, plant pots, toys, hockey sticks, extension cords, Christmas lights, etc. Please remove all articles from the driveway prior to each snowstorm.

Basketball nets must be turned or elevated to at least 10 feet to provide adequate clearance for snow-blowers. Please have gutter downpipe extensions removed prior to the commencement of the winter season. Elevated water main caps in driveways should be hammered down level with the surrounding surface. The client may either do this him/herself or contact us or the City.

The Contractor will install 2 border markers on the street side of the driveway prior to the snow removal season. It is the client’s responsibility to supply and install additional markers around immovable objects such as retaining walls, steps, elevated patio stones, wheelchair ramps, etc., which may become invisible when covered by snow. The Contractor will not be liable for any scratches, rust marks or damage caused to heaved, chipped or uneven asphalt or interlock surfaces. The Contractor shall not be held responsible in any way for damages or injuries due to icy or slippery conditions. Homeowners hereby agree to take 100% liability in the case of any damage or injuries that may occur.

Walkway shoveling service, if included in this contract, is performed overnight separately from the driveway service and will begin at the end of each snowfall of at least 1 cm or more. This service does not include the removal of snow accumulation resulting from roof cleaning, drifting snow, or the removal of ice from the walkway resulting from freezing rain, sleet or compaction. Shovelings of snow in front of garage doors as well as the front steps/walkway is included with walkway services, however excessively large porch areas or back decks may entail additional charges. Shovel crews may take up to 24 hours from the end of the snowfall to complete their routes.

In default of any payment, or upon the breach of any of the conditions herein on the part of the client, this contract shall be rendered null and void. The Contractor shall be released from all liability and shall not be required to perform any further services under this agreement. Should the Contractor be proven to be in breach of any of the conditions herein, this contract may be canceled by the client and reimbursed for any amounts prepaid. In the event of sale or re-occupation of the client’s house, this contract will not be canceled or refunded, but may be transferred into the name of the new occupants or transferred to the new location if it is within our current service area.

 Q:  What’s new for 2023/2024?

A: We have invested into adding superior snow removal equipment to fleet this year allowing us to provide more affordable prices and higher quality service! We have also implemented industry-leading software into our operation to provide unrivaled customer service and support, an example of this is our ability to send automated "on our way" notifications to your email and phone top let you know we are near byand its time for you to warm up and move your vehicle from your driveway!

Q:  How often will you be by to clear snow?

A: We come every snow fall within reason. The typical minimum snowfall we go out for is 1cm. During storms we will  clear every 5 cm of accumulation. if you wish to have less frequent or more frequent visits please bring this to our attention so we can provide service accordingly!

Q:  What areas do you service?

A:  Grass Kings provides service to most areas in Sylvan Lake  area. Unfortunately, due to the speed limitations of our equipment coupled with the travel distances across the region and given that some properties have nowhere for us to blow the snow, we are not able to service all addresses. To find out if we can effectively service your property, please email us at info@grasskings.ca with your service address in the “Subject” line.

Q:  Do you offer one-time snow removal services or only for the whole season? If it’s only for the season when does the season start and end?

A:  We do provide one-time services, but only after our seasonal clients have been looked after.  We also offer seasonal service from November 1st to April 30th.

Q:  Do you have a seasonal snowfall limit?

A:  Yes! We offer unlimited snow removal up to 300cm, (10ft) this is to ensure the survival of our company in a once in a life time snow event.

Q:  I have a gravel driveway. Can you still blow snow from it?

A:  Yes, we can, however, not until the ground freezes and the gravel hardens into place. Therefore, for the first couple of snowfalls, all we can do is help pack it by driving over it to create a base. You should do the same by driving and parking on it to pack it. Once the base is established and although our operators make every effort to be as careful as possible, please be aware that some gravel may be blown onto your lawn as it’s impossible to avoid some gravel displacement until a suitable base is established. In the rare event that this should happen, please let us know that cleanup of gravel will be required in the Spring by sending us an email at info@grasskings.ca with your service address in the “Subject” line. We will send someone as soon as the snow has melted, the ground has thawed, and is dry enough to clean it up without damaging your lawn.

Q:  What is the best way to obtain a quote?

A:  The best way to obtain a quote is to use our Online Request or email us at info@grasskings.ca with your service address in the “Subject” line and we will email you a quote. You can also call us at 403-550-4633 during regular business hours (Monday to Friday, 8:00 a.m. to 5:00 p.m.)

Q:  Once I have a quote, how do I reserve my spot?

A:  You can simply send us instructions to place your order by emailing us at info@grasskings.ca with your service address in the “Subject” line. If you prefer, you can call our office at 403-550-4633 during regular business hours. You will then need to make arrangements for payment for the season (please see methods of payment below).

Q:  What methods of payment do you accept?

A:  We accept payment by e-transfer, cheque, or by credit card (Visa, MasterCard, AMEX) either online or over the phone.

Q:  If I move mid-way through the season, can I get my money back?

A:  After February 1st, refunds are not provided. however transfers of service will be honored to the value amount.

Q:  Do you offer residential walkway shovelling services?

A:  Yes. We have 2 Walkway/Sidewalk crews that service the areas our tractors can't.​

Q:  Do you spread salt or sand on the driveway if it is icy?

A:  We offer Ice control/solutions upon the request of the customer and is charge on a per application basis. Our Service technicians may also spread sand if slippery conditions hinder satey to properly clear your property of snow.

Q:  When are the driveway markers installed and removed?

A:  Our driveway markers start going up in mid-October and are removed after April 15th. Please do not throw the markers away, as they can be reused. If you would like to remove them yourself before April, kindly place them beside your house or garage and notify the office by emailing us at info@grasskings.ca with your service address in the “Subject” line so we can collect them.

Q:  Do you offer summer services?

A:  Yes, we do offer summer services.  We are Sylvan Lakes Premier lawn care provider and can service all your lawn care needs from fertilizer and weed control to aeration and seeding.  Grass Kings offers full-service grass cutting services and small landscape projects.​

Q:  Do you use plow trucks?

A:  We only use snow blowers to clear snow from your driveway. Our tractors are equipped with 7’ wide rear-mounted blowers that give our operators more control of where to place snow on your property, which avoids large snowbanks and improved visibility at the end of your driveway. When appropriate, we can use our tractors to clear a snowbank left at the end of your driveway by city plow trucks.​

Q:  Your equipment looks big! Will it damage my driveway?

A:  No. The tractor and blower will not crack your asphalt or interlocking stone. Although it looks big and heavy, the weight of the machine is evenly distributed over the extra-large surface area of its tires. There’s actually more weight per square inch being applied by your own car than by our big tractors! And of all equipment available on the market today, the snowblower is the more “interlock friendly”.  If your interlock is uneven, minor scratching or discolouration may occur, however, by equipping our blowers with Teflon &Poly Plastric blades, we have further reduced the risk of this happening.

Q:  Does your equipment scrape the snow right down to the interlock or other hard surface of my driveway?

A:   The Teflon edge on our blades pulls most of the snow off the surface of your driveway but will not necessarily clear it right to the bare surface. Unlike a heavier plow truck that pushes the snow with a significant downward force, our lighter tractors pull and blow the snow. Depending on the surface and the nature of the snow, there may be times when our blade can get very close to the hard surface, but for the most part, your driveway will have a thin layer of snow on it, much like our city side streets do after they’ve been plowed.

​Q:  Does your equipment make a lot of noise?

A:  Our residential snow removal equipment is actually no louder than a typical diesel pickup truck! We are typically in and out of your driveway in under 2 minutes, minimizing the disturbance to you and your neighbours.​

Q:  What training do your drivers receive?

A:  The most thorough in the business! Every October, each operator is trained on the navigation of their route, familiarized with the operation of the equipment (tractors, blowers, and tablets) and thoroughly briefed on the safety issues affecting both the public and the operator. They are also made aware of the city by-laws affecting snow removal in Sylvan Lake. As soon as there is snow on the ground, they undergo extensive hands-on training with the tractors and blowers. And in order to continuously improve our services based on customer feedback and our knowledge of best practices, ongoing training is also provided to all operators throughout the season.

Q:  How can we contact you during a storm?

A:  Service issues during a storm, including emergencies, should be communicated via email to info@grasskings.ca , always with your service address in the “Subject” line. Your message will instantly appear on our dispatcher’s screen and facilitates a timely response. Please do not call the office during a service launch unless you don’t have access to email. Even outside of service launches, email is the best way to communicate with us, always with your service address in the “Subject” line. You can also call us at 403-550-4633 during regular business hours (Monday to Friday, 8:00 a.m. to 5:00 p.m.).​

Q:  Why is email communication preferred and why do I need to include my service address in the “Subject” line of all my emails?

A:  Email communication ensures the quickest response as we monitor emails 24/7 during a storm. During a service launch, it is critical for us to keep our phone lines open for emergencies and communication with customers who don’t have access to email.Including your service address in the “Subject” line of your email enables us to provide the quickest possible response to your inquiry and communicate with our operators, because of how our systems function. In fact, if all you put in the “Subject” line is your service address, that alone saves our office team an incredible amount of time, which adds up during a service launch, and enables us to serve you faster and better!

Q:  Will my driveway be cleared before 7:00 a.m.?

A:  We would love to be able to guarantee that your driveway will be cleared by 7:00 a.m. but we cannot, in good faith, promise this. There are too many factors beyond our control that affect our launch time and when our operator will arrive at your address.These include:· when the snow starts· the nature of the snow (heavy and wet versus light and dry versus blowing and drifting)· the projected rate of accumulation (we wait for there to be close to 5 cm of accumulation before launching)· whether or not a prolonged snowfall is in the forecast· the requirement for a daytime launch (which is affected by traffic) or a weekend or holiday launch (which is affected by vehicles parked in driveways) etc.Typically, you can expect service within 8 hours of our launch, depending on where you are on the operator’s route. In an ideal overnight snowfall with a 2 AM launch time, all customers should have received their first service within 6-8 hours, with the exact time of service at your address depending on where you are on your operator’s run. The start time varies and typically affects the total time to service all customers, with nighttime launches generally being faster due to the relative absence of traffic.What we can guarantee is that we will always keep you informed of our plans and send you an email notification when we are dispatching our tractors, so that you know what to expect. We’ll also send service updates throughout a prolonged storm. We have the ability to send your choice of a text, email, or phone alert when appropriate (i.e., not in the middle of the night when you are sleeping!) to let you know that your operator is approximately 5 driveways away. That way, you can move your vehicle(s) before your operator arrives if you’d like to.Unfortunately, our operators are unable to wait for you to move your vehicle if it is parked in the driveway when they arrive, due to the delay that would cause for other customers awaiting service.

Q:  Do you provide a second pass on every snowfall?

A:  We provide a second pass whenever one is required, which isn’t always the case with every launch. It depends on the nature of the storm and the conditions when our operator arrives at your driveway. If the city plow has already been by and there are no vehicles in the driveway, we may be able to provide a thorough clearing at the time of the first pass and if it’s possible, we will. During prolonged snowfalls, we will provide multiple passes, as required. Sometimes after a very heavy, prolonged snowfall during which our operators require rest breaks, a cleanup may be necessary even a day or two after the snowfall ends.As a general practice, final cleanups are not done during the night. We can provide the best results during the day when vehicles have been moved and the entire driveway is accessible.​

Q:  How close do you get to my house/garage doors/parked car?

A:  In order to safely service your property, our operators are trained to clear within 16” of parked vehicles and/or buildings including garage doors and building overhangs.The aim of our first pass is to enable each of our customers to get out of their driveways as soon as possible. To facilitate this and provide maximum access to our operators, please park your vehicle(s) in your garage if you have one or park as close as possible to the top and side of your driveway. When a second pass is required and it is possible to move your vehicle onto the street, please do so to provide our operator with maximum access to the area to be cleared.

Q:  Can I leave a car parked in my driveway?

A:  Absolutely! Our operators are trained to get as close as they safely can during the first pass to make sure you have no trouble getting out of your driveway in the morning. We encourage you to park as close to your house or garage as you can.

Q:  If I am at the end of a route, does that mean I will always be serviced last?

A:  No. The service is the same for all of our residential customers. With some runs, we do try to reverse the order of our routes so that if you were at the end of the route for one storm, you might be at the beginning the next time. Our routes are strategically established to deliver service as efficiently as possible to all customers based on your location. No preference is given. If you have a concern about the timing of your service, please email us at info@grasskings.ca with your service address in the “Subject” line and we’ll figure it out together.

Q:  What happens if your operator damages my property?

A:  As soon as they are aware of it, our operators are required to document any damage and report it to our office. We immediately advise you of the damage and establish a plan to assess and repair it. Repairs are typically completed in the Spring unless the repair is urgent in nature, and it can be effectively carried out under winter conditions. In the event of damage that our operator is not aware of or hasn’t reported, please advise our office the day after the snowstorm (ideally by email to info@grasskings.ca with your service address in the “Subject” line and with photos of the damage) and we will establish a plan to assess and repair the damage.Exclusions: We cannot be responsible for damage to property or items left on the driveway or in the immediate work area of our tractors. Such items include but aren’t limited to newspapers, flowerpots/planters, downspouts, recycling bins, garbage bins/cans, basketball and/or hockey nets, children’s toys or extension cords.

Q:  What if I have a protruding water valve in my driveway?

A:  You are responsible for contacting the Town of Sylvan Lake to request that they lower and cap any protruding water valves in the area to be cleared, flush with the surface. This needs to be done prior to November 1st to avoid having it inadvertently broken off and blown onto the lawn. Otherwise, once the snow arrives and covers the surface, this condition is not apparent to us, and the City may charge you for repairs in the Spring.