Plans change and we would rather you tell us than leave a technician sitting outside. Here is how rescheduling works and the one situation where a fee applies.
Last updated February 2026
Call the office any time before the technician leaves for your address and there is no charge whatsoever. A text or voicemail works too, as long as it reaches us before the van is on the road. We will either move you to a different slot or release the booking entirely, whichever you prefer.
Because we hold room in the schedule for urgent calls, a cancellation with a couple of hours notice usually means somebody else gets seen that afternoon. There is no penalty for a late cancellation as long as you reach us before the technician sets off.
If a technician arrives at the address and nobody is there, or access to the appliance is not possible, a trip charge applies to cover the time and the drive. That figure is quoted to you when you book, never invented afterward.
The same applies if the appliance has been moved, disconnected, or is behind something immovable and we cannot reach it. A quick note when you book about where the machine sits avoids this entirely.
Occasionally a job ahead of yours runs long or a technician is held up. We call as soon as we know, offer you the next available slot, and in those cases you are under no obligation to accept it. Nothing is charged for an appointment we moved.
We do not take deposits for standard repair visits. You pay when the work is finished, which means there is nothing to refund if a booking falls through. Special-order parts for discontinued or high-end appliances are the one exception, and that is always discussed with you beforehand.
If you hear the price and decide not to proceed, that is your right and there are no hard feelings. The diagnostic charge quoted at booking still applies, because the technician's time and travel went into finding the fault. That figure never changes after the fact.
Call the office and ask. Nothing here is written to be clever, and if something reads unclearly we would rather explain it than have you guess.
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