Plans change, and we understand that. To keep our schedule fair to every household waiting for a visit, we ask that you let us know as early as you can if you need to cancel or move your appointment. This page explains how much notice we need and what happens if an appointment is missed without it.
If you need to cancel or reschedule, please give us at least three business hours' notice before the start of your appointment window. That gives us time to offer the slot to someone else and to redirect the technician who was booked to come to you.
Appointments booked for the same day cannot be cancelled. When we hold a same-day slot for you, a technician has already been routed to your address and the time has been taken out of the day's schedule, so we are unable to release it.
A cancellation is only valid when you speak to a live person on the phone. When you cancel, we give you a cancellation code over the call — keep it, as it is your confirmation that the appointment was cancelled in time. If you call outside our opening hours, please do not leave a voicemail; a voicemail does not count as notice and cannot be used to confirm a cancellation. Call back during opening hours to speak with someone directly.
(639) 389-5241If an appointment is not cancelled in line with this policy — for example, it is cancelled with less than three business hours' notice, or the technician arrives and cannot carry out the visit — a reduced service-call fee of $125 CAD plus applicable tax applies. This covers the technician's time and the trip to your address. Payment is due within 24 hours of the original appointment time.
