1. For seasonal contracts, do I need to schedule an appointment?
• No, for seasonal clients, scheduling appointments is not required. We have you on our schedule, and we begin servicing our properties when there is 3 inches of snowfall.
2. What is NYRSR’s refund policy?
• Our refund policy is as follows: You can receive a full refund within 7 days (March 21st – October 31st). However, there are no refunds available from November 1st - March 20th for any of the services NYRSR offers, including seasonal or per-event packages.
3. How long does it take for me to be in the system and to be placed on a route?
   
   A 48 - 72 window is required for on-boarding. There is also no guaranteed service on the day-of storms.
   
   
4. How many times do we come out to a property?
• We come out to a property once. We aim to wait for significant snow accumulation before servicing, and we also monitor for icing to act proactively. We won't come out before the snow reaches 3 inches unless it's for a custom 1-inch trigger custom quote.
5. Do clients need to be present?
• No, clients do not need to be present during our service.
6. Are driveways included in seasonal packages?
• Driveways are not included in seasonal packages, but they can be added for an additional cost.
7. Do we prorate if you contract with us after the season has begun?
• No, we do not prorate contracts initiated after the season has started. Our rates are based on average seasonal snowfall, not the number of days.
8. Do we accept checks?
• Payment is due 5 days following the service agreement, in advance. We accept Visa, MasterCard, American Express, and PayPal. Certified checks are allowed for commercial payments above $5000.00.

8. Can we sign contracts from other companies given to us?
• We cannot sign contracts from second parties. If specific requirements are needed for your scope, please discuss with your dispatch manager.
9. What are per-events and how do they work?
• Per-events are an alternative to signing up for a full seasonal service contract. They are prepaid service events that expire at the end of each season. Per-events come as a pre-ordered number of service events.
10. When are per-events invoiced?
• Per-events are invoiced upon the completion of the second-to-last event. If all pre-ordered events are completed, you won't receive further service until payment for the next set of per-events is received.
11. What happens if the season ends and I still have remaining events?
• There is no rollover of service events from one season to the next.
12. What happens if I pay my per-event bill beyond the deadline?
• Invoices paid beyond the per-event deadline will incur a 5% late fee, and no service will be performed until payment is made. If payment is not received within 10 days, services will be canceled.
13. Is there a service fee incurred if no snow is present on-site when technicians arrive?
• A 13% service fee is charged if we arrive for service and find no snow on the property or if it has already been serviced.
14. How long does it take for a technician to come out?
• Depending on your location relative to our route, it can take anywhere from 1 to 4 hours for us to service you. During severe weather conditions like blizzards or Nor'easters, response times may vary.
15. Do we service entire streets and work with neighborhood associations?
• Yes, we work with neighborhood associations to service entire block communities. Estimates are based on site inspections and invoice submission.
16. Do we technically remove snow from properties, and can we?
• We do not technically remove snow from properties. Our focus is on clearing sidewalks abutting your property. Snow removal from the entire property can be arranged for commercial residences upon inquiry.
17. Do we clear ice?
• We do not clear ice, but we aim to arrive before icing occurs. If we find icing on our service route, we will still service the property.
18. Do we pre-treat residential properties for snow events?
• No, we do not pre-treat residential properties. Pre-treatment is only applied to commercial properties within the contract scope.
19. Are we insured?
• Yes, we are insured. Feel free to request a certificate of insurance, and we will provide one.
20. How long do seasonal contracts last?
• Seasonal contracts are in effect from November 1st - March 20th.

21. Do we offer senior discounts?
• Yes, we offer a 10% senior discount to individuals over the age of 65 contracting with us.
22. Do we offer block association or multi-unit parcel lot discounts?
• Yes, we offer a 10% discount to block association or multi-unit parcel lot clients with over 10 properties per sign-up.

We look forward to serving you!