Season Term. The snow season in Denver is from October 15th to April 15th. We do not shovel snow before or after these dates.
Service Timing. We guarantee to shovel your home within 8 hours from the END of any snow storm. We provide service 24/7, even on holidays.
Dispatching. When it begins snowing we dispatch an area supervisor to your neighborhood to monitor the snow. Once it stops snowing we dispatch our shoveling teams.
Depth Measurement. Snow depths are determined by using an average depth measured from homes in your area by our crew supervisors. The depth of snow can vary greatly depending on location, even on the same property. We do not measure with a ruler at each property. 99% of the time our customers are happy with the decisions we make. However, if you feel you were unexpectedly skipped please call or email and we will quickly dispatch a crew to your property. There are no credits or refunds for work performed (e.g. We shoveled when you measured an exact 1.9 inches of snow and your trigger is 2 inches).
Continuous Snow Fall. In the case of continuous snowfall or blizzard, we reserve the right to perform, at our discretion, a full priced, mid-storm service when accumulation reaches 4 inches.
Notice. We send invoices, notifications and updates via email. Generally, you will receive an email in advance of our arrival notifying you of our dispatch.
Vehicles. Please park your vehicles in your garage, if possible, during snow events so our crews can do a complete side-to-side clearing of the snow. Vehicles parked in the street will not be shoveled out. We cannot clean snow off of vehicles.
Delays. Should emergency or any circumstances outside our reasonable control prevent us from servicing your home, service will be rescheduled as soon as possible. Cancellations or rescheduling by customer without reasonable advance notice may incur a $10 trip charge.
Payment. Payment for your service is conveniently billed to your debit or credit card the same day a service is provided. If you have multiple visits on one day, you may have separate charges or one combined charge. By providing your credit card information you authorize The Family Lawn to charge the credit card the service rate upon completion of each service. An invoice with a confirmation of charges will be emailed immediately after charges occur. Cancel any time.
Pre-Payments. Pre-payment for snow service is only available for a 0 inch trigger. No additional surcharges will apply. Maximum 30 individual services. Additional services over 30 will be charged the regular per-service rate. Should a customer pre-pay for services and cancel before April 15th all services already rendered will be charged at the regular per-service rate, plus applicable surcharges, and subtracted from the refund, if applicable.
Declined Cards. In the event that a card is declined, we will try the card again the following day. If the card does not go through a second time, your services will be put on hold until we are able to reach you. If you respond quickly with another card, we will promptly put you back on the schedule.
Card Security. We strive to make certain that our servers and connections incorporate the latest encryption and security devices. Credit card and personal information are transmitted by secure servers. If you dispute a charge to your credit card, you should call The Family Lawn immediately at (303) 437-2296 and we will investigate the matter.
Surcharges. Only one surcharge may apply to any one service and is based on average snow depth in your area.
Legal. The Family Lawn will furnish labor, material and equipment necessary to perform the services. The Family Lawn guarantees that it will perform all services in a workmanlike manner according to standard industry practices. Should Customer’s property be damaged by any failure of The Family Lawn to fulfill its obligation, The Family Lawn shall repair or replace such damaged property. Minor scuffs on concrete is a normal consequence of snow removal equipment and should be expected. Most scuffs are temporary and will disappear on their own. The Family Lawn is not responsible for minor scuffs or scrapes on concrete. The Family Lawn is not liable for any damage due to acts of God/Nature or circumstances outside the reasonable control of the company. Your inability to receive or the failure of The Family Lawn to send email notifications for credit card transactions does not create any liability on the part of The Family Lawn.
100% Satisfaction Guarantee. If you are unsatisfied with any service, for any reason, we will re-perform the service to your liking. If you are still unsatisfied, the service is free.
100% On-Time Guarantee. If we fail to shovel your home within 8 hours from the end of a snow, we’ll still come, and it’ll be Free. *Guarantee based on arrival time.