01

The notice we ask for

Three business hours ahead of the start of your window. A visit booked for noon to four needs word by nine that morning.

Nothing counts as cancelled until an agent has confirmed it on the line and read you a code. Voicemail left after hours cancels nothing, so please do not count on it.

02

Changing something today

Space is deliberately held in each day for urgent calls, which is why early notice from you tends to put somebody else in that slot the same afternoon.

Ring the office, get an agent, write the code down. That code is the proof the booking was cancelled the right way.

03

The one charge

Skip those steps and a reduced service call fee of $125 falls due, payable within a day of the slot you had held.

It applies equally when a technician arrives to an empty house, or finds the machine boxed in and unreachable. One sentence at booking about where the appliance sits, plus any gate code or dog, prevents the whole situation.

04

When we are the ones moving it

Jobs overrun and vans break down. The phone rings as soon as we find out, and the next free slot is offered to you first.

An appointment we moved is never charged for.

05

Deposits on ordered components

Parts ordered in specially, usually for discontinued or premium machines, can require payment before the order goes through. That is raised with you in advance, never after.

Once a special-order component has been purchased it cannot go back.

06

Declining the repair after diagnosis

Hearing the price and saying no is your call entirely, and nobody will push back on it.

The diagnostic fee remains payable and is not refunded, because it covers the journey and the time spent identifying the fault. Proceed with the repair and that same fee is deducted from the total.