Homeowner questions

When should I expect a Stepper to respond to my service request?

  • We aim for our Steppers to be at your property within 3-6 hours. However, please allow up to 24 hours for your request to be picked up by a Stepper. Our service time can be impacted by:

    • Price

      • Steppers may choose not to pick up your request if the price you have set is too low. We suggest increasing your request price to have higher response times. ​

    • Time of day

    • Weather conditions

    • Demand

  • Once a stepper has picked it up, they will be there within 90 minutes.

 

What if I want to cancel/ change my service request? 

  • You are only allowed to cancel for no charge if your request has not been picked up by a stepper.

  • You can cancel the request before the Stepper starts the job, but there will be a 15% cancellation fee from the price that you have set for your request.

  • if you are in doubt, contact support at support@onthestep.ca

 

What happens if a Stepper does not fulfill their service responsibilities?​

  • 2 choices

  • Approve request with a complaint.

    •  Your method of payment will still be charged for the amount that you have set for the request. The complaint will be issued to the stepper to make sure the incident will not happen again​.

  • If completely unsatisfied, you can reject the job.

    • Your method of payment will not be charged during the rejection process-review. There will be a process of review that examines the before and after photos. If we conclude that your reason for rejection is approved, you will receive a full refund. If we reject your claim, then you will not receive a refund.

 

Do you keep my payment information?

  • We do not keep your payment information. All transactions are done through Stripe Payment.

 

When am I charged?

  • Method of payment is charged after you approve your service request*

  • *If you do not provide any feedback of the provided services (eg. approve, approve and make a complaint, or reject the provided services) within two hours after a Stepper has completed the work you will be automatically charged with the price you have set for the Request

Why does it appear that I'm being charged before the Stepper has finished clearing my snow?/Why does it appear that I'm being charged twice?

  • Stripe, our third-party payment processor authenticates your credit card once you make a Request. Some credit cards and banks authenticate by charging a temporary amount to your credit card

  • If you were to cancel your Request, your bank/credit card company will refund the authentication charge.

  • Once approved the Stepper's work, you will be charged for the price you have set for the request and your credit card company/bank and the authentication charge will be refunded.

  • Some credit card companies and banks take longer than others to refund the preauthorization charges so give it some time if the refund does not happen right away

 

 

How can I order multiple requests at once?

  • You can make a request for every address in your account.

What's included in my request? 

  • Steppers are required to remove the snow from your driveway and all accessible walkways on your property

  • Steppers are NOT required to remove snow off of your deck, rooftop, or any additional snowfall after the snow removal is completed 

Where does OnTheStep provide services? 

  • OnTheStep is currently operating in Winnipeg, MB and Regina, SK