Cancellation Policy

The short version

Life happens and appointments move. Rescheduling or cancelling is free when you reach us at least three working hours before your arrival window opens. Anything later than that, or a visit where no one answers the door, falls under the fee described below.

How to cancel or reschedule

Call (315) 284-6058 and speak with a team member. A visit counts as cancelled only after you've talked to a live person and received a cancellation code over the phone. Hold on to that code, it's your confirmation that the visit was called off in time.

We ask for a minimum of three working hours of notice before your window starts. Say the technician is booked for the 12:00 PM to 4:00 PM slot: in that case, your call needs to reach us by 9:00 AM that same day.

Calling outside our working hours (7:00 AM – 11:00 PM, daily)? Please don't leave a voicemail. Recorded messages can't be processed as cancellations, so call back once we're open and a live agent will take care of it.

Late cancellations & no-shows

If the notice arrives with fewer than three working hours to go, or nobody is home during the agreed window, a reduced service call fee of $125 applies. It covers the technician's reserved slot and the drive already planned around it, and it's due within 24 hours of the time your visit was originally scheduled for.

If we have to reschedule

Occasionally an earlier job runs long or the weather gets in the way. If we can't make your window, we'll call as early as possible and offer the next available slot with priority. No fees ever apply to changes made by us.