Cancellation Policy

Rescheduling inside these windows is treated the same as a cancellation, because the reserved crew hours cannot be filled at short notice. A request to move an appointment with 72 hours or less notice is subject to the fees in the table above, and the new appointment is booked and quoted as a separate service.

There is no charge to move an appointment when we receive more than 72 hours notice, subject to availability.

The same notice requirements apply to each scheduled visit under a recurring agreement. For recurring clients, the quoted amount means the standard per visit rate set out in your service agreement.

To pause or end a recurring agreement altogether, please give us written notice as set out in your agreement. Individual visits skipped inside the notice windows above are still subject to the applicable fee.

If our team arrives for a scheduled appointment and cannot access the premises, cannot begin work within 30 minutes of the scheduled start time, or the site is not in a condition that allows the work to proceed safely, the visit is treated as a cancellation with less than 24 hours notice and is charged in full. This includes locked or unavailable entry, alarm or key fob issues, and unsafe conditions on site.

Where a deposit has been paid, any cancellation fee is applied against the deposit first. Any remaining balance of the deposit is refunded, and any amount owing beyond the deposit is invoiced.

If we need to cancel or move an appointment, we will contact you as early as possible and offer the earliest available replacement date. You are never charged for an appointment we cancel.

We understand that emergencies happen. Fees may be waived at our discretion in cases such as a medical emergency, a death in the family, a building closure, a flood or fire on site, or severe weather that makes travel unsafe. Please contact us as soon as you can and let us know what has happened.