Changing your appointment
Give us at least 48 hours and there is no charge to cancel or move your booking. Call, text, or email and we will take care of it.
Policies
Cancellation and rescheduling
Plans change. Here is exactly what happens when they do, so there are no surprises either way.
Notice periods and fees
- 48 hours or moreNo fee
- Less than 48 hours$50
- Less than 24 hours50% of the scheduled service total
- Same day, lockout, or no access100% of the scheduled service total
Cancellation and no-access fees are not cumulative. Only the highest applicable fee is charged. The assigned Provider may treat an appointment as no-access after a 15-minute wait and reasonable attempts to make contact.
How it works in practice
If we cannot get in
If your assigned Provider cannot access the home after a 15-minute wait and reasonable attempts to reach you, the appointment is treated as a no-access appointment.
Only one fee applies
Cancellation and no-access fees are never added together. If more than one could apply, only the highest one is charged.
If we need to reschedule
Occasionally a booking has to move on our side. We will tell you as early as we can and find another time that works. No fee applies.
Avoiding a no-access visit
Most no-access charges come down to a detail nobody thought to mention. Before your appointment, check that we have your gate code, lockbox or key details, building entry instructions, alarm code, and parking notes, and that any pet who might block the door is secured.
This page summarises our cancellation terms in plain language. The Customer Terms of Service is the full and governing version.