Cancellation Policy

Last updated: 18 July 2026

Plans change, and now and then an appliance decides to behave itself the day before we're due. This page explains how to cancel or move a booking, and the few situations where a charge might apply.

1. How to cancel or reschedule

• Phoning is fastest — (604) 239-2974, seven days a week from 7:00 AM to 11:00 PM.
• You can also leave your details on our Contact page and we'll call you back.
• Please give us as much notice as you reasonably can. The earlier we know, the more likely we can offer that slot to someone else who's waiting.

2. Cancelling before we set off

There's no charge. If you reach us before the technician has left for your address, we'll cancel or move the booking free of charge — and there's no penalty for rescheduling, however many times plans shift.

3. If we've already travelled to you

Where a technician has already arrived and the visit can't go ahead, a wasted‑visit charge may apply. It is the same service call fee we told you about when you booked — we don't invent a new charge, and as with any visit, we won't bill you for anything you weren't told about in advance.

We'd far rather rebook than charge anyone, so a quick call as early as possible saves us both the trouble.

4. Visits we can't carry out

A visit may count as wasted if, on arrival:

• Nobody is at the property, or nobody aged 19 or over is there for the visit.
• We can't get into the building, unit or the room where the appliance is.
• The appliance is inaccessible — boxed in, still full of water or food where we asked for it to be emptied, or not disconnected where that had been agreed.
• The work area isn't safe to work in, for example an unsecured animal or a hazard we weren't told about.

In every case we'll try to reach you first and, where the day's schedule allows, give you a chance to sort it while we wait.

5. If we're the ones who have to move a booking

Occasionally we have to reschedule — a job before yours overruns, a van goes down, or the weather makes travel unsafe. If that happens we'll let you know as soon as we do, and offer you the next slot that suits you. There's no charge to you, and it doesn't count as your cancellation.

6. Parts already on order

• If we've special ordered a part for your appliance and you cancel afterwards, that part is generally non‑refundable, and any deposit is put towards it.
• If we haven't placed the order yet, any deposit is returned in full.

7. Deciding not to go ahead after diagnosis

That isn't a cancellation and there's no penalty for it. Once you've heard what the repair involves and what it costs, you're free to say no — the service call fee agreed at booking covers the visit and the diagnosis, and nothing further is charged.

8. Warranty visits

If we come back to look at a repair we've already carried out, within the 90‑day parts and labour warranty, there's no charge for that visit — and no charge if you need to move it. See our Warranty page for what's covered.

9. Changes to this policy

We may update this page from time to time. The version published when you make your booking is the one that applies to it.

10. Contact us

To change or cancel a booking, phone us seven days a week from 7:00 AM to 11:00 PM, or leave your details on our Contact page and we'll call you back.