FAQs

Request Service

For new customers, the fastest and most effective way to request service is by submitting an online service request through our website: Service Request Form. This allows us to gather all the necessary contact and request details to get started efficiently.

Current customers can also submit requests through the website or via their online customer portal.

Questions / Contact Us

• Text (Preferred) or Call: 720-439-5296

• Email: service@halftimehelp.com

Receive Service Appointment & Related Notifications

Text "Start" to 720-780-7060

Office Hours

Peak season (March 16th - December 31st): Monday - Friday, 9am - 3pm

Off-Season (January 1 - March 15th): Monday - Friday, 9am - Noon

Service Operating Hours

Peak season (March 16th - December 31st): Crews typically operate seven days a week, from 8am - 3pm except for major holidays or weather-related interruptions.

Off-Season (January 1 - March 15th): Service hours vary by day, week and seasonal factors.

Definitely! We have comprehensive policies in place covering our people, vehicles, equipment and all of the services we provide. For peace of mind, we're happy to provide a Certificate of Insurance upon request and upon acceptance of a quote.

Our crew will bring and provide everything necessary to complete your service, including all equipment, materials, and supplies, unless we’ve made a prior agreement otherwise.

For a variety of reasons—such as liability, crew training, and maintaining consistent quality—we don’t typically use customer-provided equipment. However, we understand that unique circumstances can arise, and we’re always open to discussing special requests. If you have a specific situation or preference, feel free to reach out and ask.

Our goal is to ensure a seamless, quality, hassle-free experience for you!

Personalized Client Portal

Once you have been onboarded as a customer, you can access your personalized client portal to stay informed about upcoming service appointments, request additional work, review and approve estimates, view photos of recently completed appointments, and manage your invoices and payment methods effortlessly.

With just a click, you can:

• Stay up to date on upcoming service appointments
• Request additional work
• Review and approve estimates
• View photos of recently completed appointments
• Manage and pay your invoices
• Add or update credit card or banking information
• And much more!

Access Your Client Portal

Refer to any service estimate, acceptance or invoice email we've sent you and you'll find the customized link to access your client portal.

Yes! Just click here: Terms & Conditions 

Additional service-specific terms and conditions may apply. These details can be found in your service estimate, or feel free to contact us with any questions or concerns for clarification.

Our Scheduling Process: Four Simple Steps

We aim to make scheduling your service as seamless as possible. Following this process helps to ensure efficient scheduling while remaining flexible to your needs. Here's an overview of how it works:

1. Tentative Appointment Slotting After approving your estimate, we tentatively schedule your service for the next available regular service day in your area. Unless specifically requested and arranged otherwise, appointments are typically scheduled on your designated weekly service day. To find the regular service days for your area, you can refer to our Service Day Map. At this stage, the appointment is not yet finalized, and the date may adjust based on scheduling needs. You can check your tentative appointment date in your personalized client portal.
2. Requesting Specific Dates/Times If you have specific dates or times that work best for you, please let us know as soon as possible. Text or email us with three options, or inform us if your service must occur on a particular date or time. We will do our best to accommodate your preferences. If we encounter scheduling conflicts, we’ll promptly reach out to discuss alternative solutions.
3. Appointment Confirmation Once your appointment is scheduled, you will receive a confirmation notice via email and/or text. This will include the date and details of the service to be provided. Please note that the timing of your appointment may vary depending on the nature of the service. For most recurring services or those not requiring access inside your home, specific times are not provided (see "Flex-Time Appointments" below). For appointments requiring specific times, we will include an approximate time in your confirmation.
4. Service Delivery

• Flex-Time Appointments Flex-Time Appointments For recurring services or those not requiring access inside your home, our crews optimize their routes the night before to ensure efficient service delivery. Arrival times may vary throughout the day, but we aim to complete all services by 6 PM. If your service is delayed, rest assured it will still be completed on the scheduled date. In the rare event of unforeseen delays, we will proactively contact you.
• Time-Specific Appointments For services requiring access inside your home, landscaping work, or prearranged specific times, your confirmation will include an approximate arrival window. While we strive to adhere to these times, please understand that unexpected delays may occur. If our crew expects to be significantly early or late, they will contact you to minimize any inconvenience.

Pro Tip: To help us accommodate your preferences, be sure to communicate any specific requests or scheduling constraints as early as possible.

We understand that plans can change, and you may need to cancel, skip, or reschedule a service. Here’s everything you need to know:

How to Cancel, Skip, or Reschedule

The quickest way to make any changes is by texting us at 720-439-5296. We’ll respond promptly and work with you to adjust your service. To help you avoid any surprises related to ongoing service, pricing, fees, or adjustments, please review the scenarios below: 

1. Canceling a Service

If you need to cancel an upcoming service altogether, the easiest and most effective way is to text us your cancellation notice at 720-439-5296. We’ll handle your request promptly and confirm the cancellation.

Cancellations can be made without penalty if you provide reasonable advance notice. However, if we’ve already incurred costs—such as purchasing materials, scheduling labor, or reserving equipment—you may be responsible for covering those expenses.

Appointments canceled within 24 hours of the scheduled service may incur a cancellation fee equal to 50% of the service cost. If our crew arrives at your property on the service day and discovers that service is no longer required, the full service fee will be charged.

2. Skipping a Service in a Recurring Schedule

If you’re on a recurring service plan (like weekly mowing) and need to skip just one service, that’s no problem. Simply text or email us as soon as possible, and we’ll make the adjustment.

Keep in mind: Frequent or repeated skips can affect your recurring plan. For example, if weekly service is skipped often enough to effectively turn into bi-weekly service, we’ll work with you to adjust to a more appropriate schedule.

• A Note on Pricing: Less frequent services (like bi-weekly mowing) typically cost more per visit than weekly services because longer intervals require additional time and effort. We’ll help you find a plan that balances your needs and budget.

3. Rescheduling Appointments

If an unexpected event requires you to reschedule, we’ll do our best to accommodate your request based on availability. Please provide as much notice as possible to allow for smooth adjustments.

Frequent Changes: While we strive to be flexible, frequent or last-minute rescheduling requests may result in an administrative fee to account for the disruption.

4. Long-Term Adjustments

If your current service schedule isn’t working, we’re happy to help you transition to a plan that better suits your needs. For example, if weekly service isn’t feasible, we can adjust you to bi-weekly service. However, please note that changing service frequency may impact pricing.

By keeping us informed, you help us provide the best and most efficient service for your needs. We’re here to help and will work with you to ensure your service continues smoothly!

To help us complete your service efficiently and without delays, we kindly ask that you review and prepare according to the guidelines below: 

1. Access to the Work Area

• Ensure that gates are unlocked and we have clear access to the areas where work will be performed.
• Bring pets and children inside or otherwise keep them away from the work area for their safety and ours.

2. Provide a Clean and Safe Work Environment

• Remove pet waste, toys, hoses, trash, and other debris from the work area unless you’ve requested our pet waste removal service. If we need to clean the area before starting, additional charges may apply.
• Mark any sprinkler heads, utility lines, or other infrastructure that could be damaged during service.
• Identify any hazards, obstacles, or unique features of your property (e.g., trampolines, playsets, or tight access areas) that may impact our ability to complete the service.

3. Service-Specific Considerations Depending on the type of service, additional steps may be required. For example:

• Lawn Services: Avoid watering your lawn for 12 hours before the appointment.
• Moving Services: Disassemble large items and remove belongings from shelves and drawers ahead of time.
• Landscaping Services: Ensure access for material deliveries and review the service list with the crew upon arrival.

You can find a complete checklist tailored to your specific service by visiting Prepare for Your Appointment. 

Submit Preferences or Requests If you have any specific preferences, priorities, or special requests, please let us know at least 24 hours before your appointment. This allows us to plan and incorporate them into our work. 

What If Preparations Aren’t Completed? If these steps aren’t completed before your appointment, we’ll do our best to accommodate. However, it may result in additional service charges, delays, rescheduling, or cancellation. In some cases, if the work area is not safe or accessible, a trip charge of up to $75 may apply. Thank you for your cooperation in preparing for your service appointment. If you have any questions or need assistance, don’t hesitate to reach out. We’re here to help!

Regular, Recurring Services

For regular, recurring services like mowing, snow removal, fertilizing, weed pulling, and other similar tasks, there is no need for anyone to be home during the service, as long as you’ve made the necessary preparations prior to your service appointment (please visit Prepare for Your Appointment for additional details).

1-Time or Customized Services

For services that are scheduled on specific dates or times, services charged by the labor hour, or those requiring access inside your property (such as moving, larger landscaping projects, lawn clean-ups, or services where you need to orient the crew), we strongly encourage that an authorized adult be present during the service. Having someone available allows them to guide the crew on the tasks to be completed, monitor the work, and inspect the results before we leave.

Service Completion in Your Absence

While we can perform services in your absence if necessary, it’s not our preferred approach.

If we do proceed without anyone present, we consider the work completed as per our standards, and you accept the work as is. By not being present, you waive the right to approve the service at that time.

If you have any concerns or specific instructions for the crew, please let us know in advance, and we’ll do our best to accommodate them.

We believe in keeping you informed every step of the way—no one likes an unexpected visit! Here's what you can expect: 

• Appointment Confirmation: You’ll receive both an email and a text confirmation when your service is scheduled. We send out appointment reminders 48 hours before and a final reminder 24 hours prior to your service.
• On the Way Notification: Our crew will always text you when they are on their way to your property. Typically, they will arrive within 30 minutes of sending the text, depending on where they’re coming from. Sometimes they could be just across the street, while other times they might be coming from a bit farther away.

Note: Please note that scheduled appointment times are approximate. For recurring services, specific appointment times are not provided, and arrival times may vary from service to service based on factors such as crew schedules and route optimization. 

Troubleshooting Notifications

Email: If you’re not receiving our emails, please check your spam folder and make sure to approve our emails for future correspondence.

Text: If you’re not receiving our text notifications, you can start receiving them by texting "Start" to 720-780-7060.

We strive to keep you in the loop and make sure your service experience is as smooth as possible!

We understand that you may have specific timing needs for your service. Here’s how we can accommodate your request:

• Requests on Non-Standard Days or Times You can request service on a specific day or at a specific time that doesn't align with our regular schedule. However, please note that when this happens, we may need to apply a Custom Scheduling Fee. This fee covers the added flexibility and logistics required to accommodate your request.
• Service Within 24 Hours If you need service within 24 hours of your requested time, we can prioritize your request with an Expedite Service Fee. We’ll first explore if we can fit your request into our regular schedule to avoid the fee, but if a non-standard service day or expedited timing is necessary, the fee will apply.

How Are These Fees Determined?

• Expedite Service Fee: If your service is requested within 24 hours, the fee is 20% of the total service cost or $50, whichever is greater.
• Custom Scheduling Fee: For specific requests outside our normal service schedule, the fee is 20% of the total service cost or $50, whichever is greater.

Can I Avoid These Fees?

Before applying any fees, we’ll always explore if we can schedule your service during our regular route for the day. If we can accommodate your request within our regular scheduling, there will be no additional fee.

For most recurring services, there’s no need to renew.

Services That Automatically Renew

• Routine Lawn, Clean-Up and Sprinkler Services: These services will automatically continue unless you choose to suspend or cancel them. Before the start of each season, we’ll reach out to confirm your continued service and notify you of any pricing or material changes. 
• Examples include, but are not limited to mowing, fertilizing, aerating, pet waste, lawn clean-ups, routine weed prevention and control and sprinkler activation & winterization services 

Services The Do Not Automatically Renew

• Seasonal Snow Removal: This service does not automatically renew each season due to the upfront deposit required. However, customers from the previous year will have the first opportunity to secure their spot for the upcoming season. We’ll notify you when it’s time to reserve your place.
• 1-Time Services: Services requested as, or intended to be provided as a 1-time service including, but not limited to: Landscaping projects, junk/debris haul-away, installation, repair and moving services.

The size of our crew varies depending on the type of service and other factors, such as staff availability, geography, and the job load for the day. 

• For smaller tasks like pet waste pick-up or fertilizing, you may see just one crew member.
• Larger projects, such as major landscaping installations, may involve teams of 12 or more.
• For most services, you can typically expect 2-4 crew members, as this is often the optimal staffing level for efficiency and quality.

We strive to provide the optimal number of crew members to complete your job effectively, efficiently and on schedule.

Many of our services are flat-rated and not directly tied to the time required to complete them. Services like mowing, fertilizing, and aeration are priced based on the size of the lawn area being serviced. Conversely, some services—such as landscaping labor, moving, lawn clean-ups, and other time-intensive tasks—are billed based on the total time our crew spends on the job. Whether a service is billed at a flat rate or hourly rate will be clearly outlined in your service estimate.

How Are Aggregated Labor Hours Calculated?

Aggregated labor hours are determined by the actual time our crew spends working on your project. Our team records these hours using a clock-in/clock-out system through our mobile app. Crew members clock in upon arrival at your property and clock out upon job completion before departure. This ensures accurate tracking of all time spent on your service.

What Are Aggregated Labor Hours?

Aggregated labor hours refer to the total combined time worked by all crew members. For example, if two crew members each work three hours on a job, the total aggregated labor hours are six. Your final cost will be based on this total.

How Are Estimates Provided?

We provide anticipated time estimates as a guide to help you understand the expected scope and cost of the service. These estimates are based on our experience and the details you provide but may vary depending on factors such as site conditions, accessibility, and unforeseen challenges.

Remote vs. On-Site Estimates

We are happy to offer free remote estimates based on the information and photos you provide. For more complex or detailed projects, an on-site estimate may be necessary. A site visit fee will apply, but this fee can often be credited toward the final service cost if the estimate is approved and the work is completed.

Are There Minimum Billed Hours?

Certain services may have a minimum billing threshold to account for mobilization, equipment setup, and other overhead costs. Any minimum requirements will be specified in your service estimate or agreement.

How Are Additional Hours Billed?

If the actual time required exceeds the anticipated estimate or the minimum billing threshold, the additional hours will be billed pro rata at the agreed-upon hourly rate. This ensures you only pay for the time our crew spends working on your service.

For further questions or to request an estimate, feel free to contact us!

While our terms and conditions allow for the use of subcontractors, we do not typically utilize subcontractors for our services. All crew members providing your service are W2 employees of Halftime Help, ensuring consistent quality and accountability.

For certain services requiring special skills or equipment, we may consider utilizing contractors to supplement or provide a complementary service in conjunction with our own, but this is not part of our normal process.

For services outside our scope, we’re happy to refer customers to trusted, high-quality local businesses we work closely with. If there's a service you are looking for that we don't provide, reach out and we'll let you know if we'd can help by recommending some alternative providers.

Deposits

For most services, we do not require payment upfront. Typically, you will receive a detailed invoice via email and text after your service is completed, which will include billing terms, payment details, and instructions.

However, for services estimated to exceed $1,500—such as larger-scale landscaping projects—or select services like seasonal snow removal, a deposit may be required to secure the service.

Pre-Payments

If it's more convenient, you're welcome to pre-pay for services. Should you choose to pre-pay, please contact our office beforehand so we can coordinate with our billing team to ensure proper payment application. Pre-payments of $1,000 or more may qualify for additional service credit, so be sure to inquire when you reach out.

For your convenience, we generally avoid requesting payment at the time of service. This approach helps ensure accuracy, avoids the potential loss of payments provided directly to the crew, and gives us the opportunity to verify all details before processing. Instead, an invoice will be sent to you via email and text shortly after your service is completed. The invoice will provide full payment details, including all accepted payment methods such as credit/debit card, ACH, Zelle, Venmo, and check. Please note that we do not accept cash payments for services.

Payment Method On File:

While we require a credit/debit card or ACH payment method to be provided for service acceptance, we offer flexible payment options based on the service. We do not charge your card upfront or automatically process it after service completion unless specified.

Service Payments:

Unless otherwise agreed upon, payments for recurring services are due upon completion of the service and will be processed to the payment method on file on the day of the service. You are welcome to pay utilizing an alternative form of payment prior to the payment method on file being processed, typically around midnight the day of service.

• If we're unable to process the payment, late fees will begin to accrue on any outstanding balance until payment is received.

Gratuity is never expected, but it’s always appreciated! You are welcome to tip your service crew directly at the time of service. If you prefer to add gratuity to your service payment, you can apply it to your credit/debit card or ACH payment. If paying via Zelle, Venmo, or check, any amounts exceeding the balance due will be applied as gratuity unless otherwise specified.

Note: Gratuity provided to the crew at the time of service will be equally distributed among the crew members who performed the work. Gratuity added to your service payment will be pooled and distributed based on employee contribution and performance criteria.