1. Policy Overview

Local Home Services schedules technicians, allocates resources, and reserves appointment time specifically for each booking. This policy establishes the terms governing cancellations, rescheduling, no-shows, and related charges.

By booking a service appointment, the customer agrees to be bound by this policy.

2. Cancellation Notice Requirement

A minimum of forty-eight (48) hours’ notice is required to cancel a scheduled appointment without penalty.

2.1 Cancellations with Adequate Notice

Cancellations submitted more than 48 hours prior to the scheduled appointment time will not incur a cancellation fee.

2.2 Late Cancellations

Cancellations made within 48 hours of the scheduled appointment may result in charges, including but not limited to:

• Service call / diagnostic fee
• Technician time allocation
• Dispatch and travel costs
• Administrative handling
• Any approved or incurred job-related costs

2.3 Cancellation After Dispatch

If cancellation occurs after a technician has been assigned, dispatched, is en route, or has arrived at the service location, the customer may be charged up to the full service call amount, along with any additional incurred costs.

3. Authorization to Charge

By booking an appointment and providing payment information, the customer authorizes Local Home Services to charge the payment method on file for applicable cancellation, no-show, and related service charges in accordance with this policy.

Charges may be processed without additional authorization once the conditions outlined in this policy are met.

4. Rescheduling Terms

Appointments may be rescheduled subject to availability.

4.1 Standard Rescheduling

One reschedule may be permitted without penalty if requested more than 48 hours prior to the appointment.

4.2 Late Rescheduling

Rescheduling requests made within 48 hours of the scheduled appointment may be treated as a late cancellation and may result in applicable fees.

4.3 Repeated Rescheduling

Repeated rescheduling, excessive changes, or patterns that disrupt scheduling operations may result in:

• Additional fees
• Requirement for deposit prior to future bookings
• Refusal of further service

4.4 Abuse of Rescheduling

Rescheduling may not be used as a method to avoid cancellation charges.

If an appointment is rescheduled and subsequently cancelled, Local Home Services reserves the right to apply cancellation fees where the reschedule was used to bypass policy requirements.

5. No-Show, Not Ready, or Refused Access

A “No-Show” or failed appointment includes, but is not limited to:

• Customer not present during the scheduled arrival window
• Failure to provide access to the property
• Incorrect or incomplete address provided
• Customer unreachable at time of arrival
• Appliance inaccessible or not ready for service
• Utilities unavailable where required
• Customer refusal of service upon technician arrival

In all such cases, the customer will be charged up to the full service call fee, and such charges are non-refundable.

6. Parts, Special Orders, and Deposits

Where a repair has been approved, a deposit may be required for parts, materials, or scheduling commitments.

6.1 Customer Responsibility

The customer remains financially responsible for:

• Approved parts
• Shipping and restocking fees (where applicable)
• Labor already performed
• Any costs incurred in reliance on the approved repair

6.2 Non-Refundable Deposits

Deposits are non-refundable once:

• Parts have been ordered
• Supplier or shipping costs have been incurred
• Labor time has been reserved

Any approved refund will exclude non-recoverable costs.

7. Customer Conduct and Safety

Local Home Services maintains a zero-tolerance policy for unsafe, abusive, or inappropriate behavior.

This includes, but is not limited to:

• Threatening or aggressive conduct
• Harassment or discrimination
• Unsafe or hazardous environments
• Attempts to obtain free service through coercion or false claims

8. Right to Refuse or Terminate Service

Local Home Services reserves the right to refuse, suspend, or terminate service at any time where:

• The work environment is unsafe
• The customer engages in prohibited conduct
• Access is not properly provided
• Service cannot be reasonably performed

In such cases, the customer remains responsible for all applicable charges, including:

• Service call fee
• Technician time
• Travel costs
• Any incurred expenses

9. Exceptional Circumstances

Local Home Services may, at its sole discretion, make exceptions to this policy in cases of verifiable emergencies or circumstances beyond the customer’s reasonable control.

Such exceptions:

• Are not guaranteed
• May require documentation
• Do not establish precedent

10. How to Cancel or Reschedule

All cancellation or rescheduling requests must be submitted through the Company’s designated communication channels.

Customers must provide:

• Full name
• Phone number
• Service address
• Work order number (if available)
• Requested change (cancellation or new preferred time)

If phone lines are unavailable, the customer must submit the request via email to ensure a timestamped record.

Requests are only considered valid once received and recorded by Local Home Services.