Plans change. Here is how cancelling and rescheduling works, and the one case where a charge applies.
Last updated October 2026
You can cancel at no cost up to two hours before the start of your arrival window. A phone call is the fastest way, and it frees the slot for someone else the same day.
Cancelling inside those two hours, or not being home when the technician arrives, means the van has already been routed to you and the slot cannot be refilled. We may charge the service call fee in that case.
Moving a visit to another day or time is free, as often as you need, as long as you tell us before the technician sets off.
If we are running late because a job before yours ran long, we call you with a new time and you can reschedule without any charge.
Occasionally we have to cancel, usually because of weather, a vehicle problem or a technician being unwell. We call as early as we can and offer the first available slot, including evenings.
You pay nothing in that case, and if a part was already paid for, it stays reserved in your name.
Common parts come off the van, so a cancellation costs nothing. Some parts have to be ordered for your specific model, and those are the exception.
Once a special-order part has been ordered in your name, it cannot be returned to the supplier. If you cancel after that point, the part is chargeable. We always tell you before ordering, and we take your approval first.
Call the number on this site during opening hours, 7am to 11pm, seven days a week. Outside those hours, send the form and we pick it up first thing.
Have the name and address the visit was booked under ready, it saves a few minutes on the call.
