---
slug: "cancellation-policy"
title: "Service Appointment Cancellation Policy"
template_kind: "custom-proposal"
template_version: "v2"
---

# Service Appointment Cancellation Policy

## Notice required

For non-emergency appointments, we ask that customers reschedule or cancel at least [fact missing: Non-emergency service appointment cancellation/cancellation_notice_hours] hours before the scheduled window.

Cancellations made with less notice may be charged a short-notice fee of [fact missing: Non-emergency service appointment cancellation/short_notice_fee].

## No-shows and access issues

A no-show includes situations such as:

- No answer at the door
- No garage access for an outdoor unit
- The owner is not present after the technician has arrived and waited [fact missing: No-show and access issues/technician_wait_minutes] minutes

No-shows are billed at either the standard diagnostic rate ([fact missing: No-show and access issues/diagnostic_rate]) or the after-hours rate ([fact missing: No-show and access issues/after_hours_rate]), depending on appointment time.

Repeat no-shows ([fact missing: Repeat no-shows/no_show_threshold_count]+ in [fact missing: Repeat no-shows/lookback_period_months] months) require pre-payment at the time of booking ([fact missing: Repeat no-shows/requires_prepayment]).

## Late arrival to a tune-up window

If the customer arrives home more than [fact missing: Late arrival to a tune-up window/late_arrival_grace_minutes] minutes after the start of a scheduled tune-up window, we reserve the right to either:

- Shorten the visit to fit the original window, or
- Reschedule the appointment and apply the short-notice fee ([fact missing: Non-emergency service appointment cancellation/short_notice_fee])

The customer may pick.

## Emergency and weather exceptions

- No-heat or no-cool emergencies waive cancellation fees ([fact missing: Emergency and weather exceptions/emergency_waives_fees]).
- Severe weather closures (declared GTA-wide weather warnings) waive fees for affected days ([fact missing: Emergency and weather exceptions/severe_weather_waives_fees]).
- Documented family or medical emergencies are evaluated case-by-case; documentation may be requested ([fact missing: Emergency and weather exceptions/documented_family_medical_emergencies_case_by_case]).

## WeCARE member exceptions

WeCARE Plus and Premium plan members receive [fact missing: WeCARE Plus and Premium members/waived_cancellations_per_year] waived cancellation per year as a courtesy. Subsequent cancellations within the same year follow the standard policy above.