Cancellation & Rescheduling Policy

Our Philosophy

At Timeless Appliance Repair, we understand that life happens and plans change. We have created a flexible, customer-friendly cancellation policy that respects both your time and ours. Most cancellations are completely free — we only apply fees when our technicians are already on the way or have arrived at your location.

Cancellation Fees

Our fee structure is designed to be fair and transparent:

How to Cancel Your Appointment

We offer multiple convenient ways to cancel or reschedule:

📞 Call Us (Fastest)

Call us at +1 (416) 831-8038 — we are available 7 days a week. Phone cancellation is the fastest method, especially for last-minute changes.

📧 Email Us

Send an email to [email protected] with your appointment details. Please include your name, scheduled date, and reason (optional).

💻 Contact Form

Use our online contact form to request a cancellation. We will respond within 5 minutes during business hours.

Rescheduling Your Appointment

Need to change your appointment date or time? Rescheduling is easy and always free, regardless of how close to your appointment.

• Free Rescheduling: No fees apply when rescheduling (vs. cancelling)
• Subject to Availability: New appointment time depends on technician availability
• Same-Day Possible: If our schedule allows, we can often accommodate same-day rescheduling
• Multiple Reschedules: No limit on how many times you can reschedule, though we appreciate notice

Emergency Situations

We understand that genuine emergencies happen. In situations such as:

• Medical emergencies
• Family emergencies
• Severe weather conditions
• Power outages affecting your appliance
• Other unforeseeable circumstances

We will waive cancellation fees on a case-by-case basis. Please call us as soon as possible to discuss your situation.

Our Cancellations

If we need to cancel or reschedule your appointment due to:

• Technician illness or emergency
• Severe weather affecting safe travel
• Equipment or parts shortage
• Other circumstances beyond our control

We will:

• Notify you as soon as possible
• Offer rescheduling at the earliest available time
• Apply no fees for our cancellations
• Offer a 10% discount on the rescheduled service as a goodwill gesture (where applicable)

Refund Policy for Completed Services

Our refund policy is designed to be fair to both customers and our technicians. Please review the following carefully:

Diagnostic Service Fee

Once a technician has arrived at your location and performed a diagnostic, the diagnostic service fee is non-refundable. This fee covers the technician's travel time, expertise, and assessment of your appliance.

Customer Not Satisfied After Repair

If you are not satisfied with the repair after our technician completes the service:

• You must allow our technician to return and remove any installed parts
• If you grant permission for parts removal, a refund will be processed for the part cost
• If you refuse to allow our technician to retrieve installed parts, no refund will be issued
• Labour fees are non-refundable once the work has been performed

Repairs Without Parts (Goodwill Refund)

For repairs that did not require parts replacement, we may offer a goodwill refund of up to 50% of the labour cost if the customer is genuinely dissatisfied. This is offered at our discretion as a gesture of good faith.

Voided Warranty and Refunds

Our service warranty and refund eligibility are immediately voided if:

• You hire another technician to work on the appliance after our service
• You attempt repairs yourself after our technician has completed the work
• The appliance is modified, damaged, or tampered with after our service

In any of these cases, no refund will be issued and our 90-day warranty becomes invalid.

No-Show Situations

If our technician arrives at the scheduled appointment and:

• The customer is not present at the home
• The customer refuses to open the door
• No one is available to provide access to the appliance

The customer is responsible for paying the full service fee for the dispatched call.

How to Request a Refund

If you believe you qualify for a refund based on the conditions above:

• Contact us within 48 hours of service completion
• Provide your invoice/receipt and reason for the refund request
• Allow our team to investigate (we may schedule a follow-up visit)
• Approved refunds are processed to the original payment method within 5-7 business days

Repeated No-Shows

While we are flexible and understanding, repeated no-shows (3 or more in a 12-month period) may result in:

• Required prepayment for future services
• Refusal of service
• Higher diagnostic deposits

We hope this never applies to our valued customers.