Customer Handbook

1. Our Mission

To provide the most reliable, professional, and customer-friendly snow removal service in the Pembina Valley region, with:

• Clean driveway clearing
• Consistent route timing
• Professional equipment
• Honest, fair pricing
• Clear communication

You never need to call us — we show up when the snow does.

2. Pre-Season Setup

Driveway Markers

• We install reflective PVS driveway markers in late October.
• These markers help us avoid lawn damage and guide nighttime clearing.
• Please do not move or remove markers.

Customer Info Form

We may contact you to confirm phone number for alerts, email address, and special instructions.

When Payment is Due

• Season pass fees are due before first snowfall.
• Installments available upon request.

3. Snow Event Process — What Happens?

When it snows:

1. We monitor Environment Canada snowfall totals
2. Routes activate once accumulation reaches your trigger level
3. Tractor clearing begins (usually overnight or early morning)
4. Ridge clearing occurs after city plows pass
5. If drifting continues, extra cleanup occurs (Premium priority)

4. Route Timing

Typical Service Window: Overnight → Morning OR Morning → Early afternoon (depending on storm timing).

We cannot guarantee exact timestamps per driveway or being there at the exact same hour each event.

We do guarantee:

• Every qualifying snowfall will be cleared
• Premium customers receive priority routing in prolonged storms

5. Communication & Notifications

We aim to make communication easy and predictable. You may receive:

• Storm Alerts — “Route will begin tonight”
• Progress Updates — “Morden West nearly complete”
• Post-Plow Ridge Notice — “Cleanup pass underway”
• Customer Advisory — “Expect freezing rain tomorrow”

You don’t need to call us — we keep you informed.

6. Your Responsibilities

To help us serve you quickly and safely:

Clear driveway obstacles: Vehicles parked forward, No garbage bins, No sports nets, Trailers moved aside, No loose objects.

Safety: Don’t approach equipment during clearing. Keep kids/pets indoors while tractor is present.

If driveway is inaccessible, we may skip your driveway. No refund for skipped service due to obstruction.

7. Our Responsibilities

Pembina Valley Snow will:

• Clear your driveway consistently
• Clear ridge buildup after plowing
• Operate safely and professionally
• Maintain insurance coverage
• Treat your property with respect
• Provide clear communication
• Honor the seasonal snowfall cap terms

8. Special Conditions

Drifting: Pembina Valley can be windy. We consider driveway accessibility and road plow timing. Premium customers receive priority routing and extra cleanup in drift-heavy areas.

Freezing Rain & Ice: We do not apply salt/sand unless separately contracted.

9. “What Happens If…” (Common Situations)

City plows pass AFTER we clear ➡ We return to handle the ridge

Snowfall happens between passes ➡ Routes cycle again when accumulation hits trigger

Deep freeze after slushy snow ➡ We cannot chip ice layers bonded to pavement

Your neighbor is buried, but you’re not ➡ They’re not a PVS customer 😉

10. Refer & Save Program

Snow removal works best when whole streets join. Get your neighbors involved!

Simple Rewards (Max 2 Referrals):

• Refer 1 Neighbor: You get a FREE Premium Upgrade next season (regardless of which tier you buy).
• Refer 2 Neighbors: You AND both neighbors get FREE Premium Upgrades next season.

No dollar amounts, just cleaner driveways for the whole street.

11. Satisfaction Guarantee

If you’re unhappy after the first clearing: We will re-clear at no cost, OR Customer may cancel and receive a refund (minus setup/admin fee).

We want happy customers — period.

12. The “No Drama” Clause

If communication becomes disrespectful, abusive, or unsafe, we reserve the right to cancel service and refund prorated amounts. We’re here to help — respect goes both ways.

13. Contact Information

Website: pvsnow.ca
Email: contact@pvsnow.ca
Phone / Text: (204) 730-4189
Service Area: Morden • Winkler • RM of Stanley