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Bookings, Cancellations & Changes Policy 

📅 Booking Your Service

How to Book
Booking Confirmation

  • You'll receive instant confirmation with appointment details

  • Confirmation includes engineer contact details and arrival window

  • All pricing is confirmed upfront - no hidden costs

Making Changes To Your Booking
When You Can Make Changes

  • More than 24 hours before appointment: Free changes to date, time, or service requirements

  • Less than 24 hours before appointment: Changes subject to availability and may incur charges

How to Make Changes

  1. Online Account: Log into your TrueServe account to modify bookings

  2. Phone: Call us on [phone number] during business hours

  3. Email: Email changes@trueserveproperty.co.uk with your booking reference

What You Can Change

  • ✓ Appointment date and time (subject to availability)

  • ✓ Service requirements or scope of work

  • ✓ Property access details

  • ✓ Contact person details

❌ Cancellation Policy 
FREE CANCELLATION

24+ Hours Notice:

  • Full refund processed within 5-7 business days

  • No questions asked

  • Cancel online, by phone, or email

LIMITED CANCELLATION

Less than 24 Hours Notice:

  • 50% cancellation charge applies

  • Covers our preparation and resource allocation costs

  • Remaining 50% refunded within 5-7 business days

NO REFUND SITUATIONS

  • Same day cancellation: No refund available

  • No access provided: When engineer arrives but cannot gain entry

  • Customer not present: When required presence is not maintained

🕐 Appointment Timing
Our Commitment

  • 2-hour arrival windows for all standard appointments

  • SMS/call confirmation 30 minutes before arrival

  • Punctual service - we respect your time

If We're Late

  • Automatic £20 credit to your account for delays over 30 minutes

  • Full rescheduling available if our delay doesn't suit you

  • We'll always keep you informed of any changes

🚪 Access and Preparation
Your Responsibilities

  • Provide safe access to the work area

  • Be present or arrange representation during the appointment

  • Clear the work area of personal items and valuables

  • Ensure utilities are available (water, electricity as required)

Access Issues

  • If access cannot be provided, full booking charges apply

  • We'll attempt to contact you before departing

  • Rescheduling fees may apply for access-related cancellations

Payment & Charges
Standard Charges

  • Service completion: Payment booked online and paid in advance unless agreed in writing otherwise.

  • Cancellation fees: Applied as per policy above

  • Emergency callouts: Premium rates apply (24/7 availability)

Additional Costs

  • Material changes: If upgraded materials are requested on-site

  • Scope increases: Additional work beyond original booking

  • Repeat visits: If issues arise from access or preparation problems

🌧️Weather and External Factors
Service Continuity

  • Most internal work continues regardless of weather

  • External work may be postponed for safety reasons

  • No charges for weather-related postponements

Force Majeure

  • No charges for cancellations due to extreme weather, transport strikes, or similar

  • We'll proactively contact you about any unavoidable changes

  • Priority rebooking offered when normal service resumes

📞Emergency Bookings
24/7 Emergency Service

  • Same-day availability for urgent property issues

  • Premium rates apply: 1.5x standard pricing

  • Minimum 2-hour charge for emergency callouts

What Qualifies as Emergency

  • Water leaks causing active damage

  • Electrical faults affecting safety

  • Heating failures during cold weather

  • Security issues (locks, doors, windows)

🔄Rebooking & Rescheduling
Free Rescheduling

  • Our fault: Complete flexibility with priority rebooking

  • Mutual convenience: Work together to find suitable alternative

Rescheduling Charges

  • Customer-initiated changes under 24 hours: £25 administration fee

  • Multiple rescheduling: Additional charges may apply after 3rd change

📋Special Requirements
Vulnerable Customers

  • Extended support for elderly or disabled customers

  • Additional time allowances at no extra cost

  • Flexible approach to access and timing requirements

Commercial Properties

  • Batch booking discounts available for multiple properties

  • Dedicated account management for regular customers

  • Flexible payment terms for established clients

📱How To Contact Us
Making Changes or Cancellations

Online Portal: www.trueserveproperty.co.uk/manage-booking

  • 24/7 self-service options

  • Instant confirmation of changes

  • Real-time availability checking

Phone Support: 07988 635 336

  • Monday-Friday: 8:00 AM - 6:00 PM

  • Saturday: 9:00 AM - 2:00 PM

  • Emergency line: 24/7

Email Support:

❓Frequently Asked Questions

Q: Can I cancel my booking after the engineer has started work? A: Once work has commenced, cancellation charges apply for work completed and materials used.

 

Q: What if I need to change the scope of work during the appointment? A: Our engineers can provide instant quotes for additional work, subject to your approval.

 

Q: Do you charge for quotes and estimates? A: All quotes are provided free of charge through our online platform or during site visits.

 

Q: What happens if the engineer can't complete the work? A: We'll explain the issue, provide options, and only charge for work successfully completed.

 

Q: Can I book multiple properties at once? A: Yes, use our bulk booking system or contact us directly for multiple property arrangements.

📄 IMPORTANT NOTES
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  • This policy forms part of our Terms and Conditions

  • Charges quoted include VAT where applicable

  • Payment accepted by card, bank transfer, or cash

  • All times referenced are UK local time

  • Policy subject to periodic review and updates

  • ​

Need Help? Our customer service team is here to assist with any booking queries or concerns.

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Effective Date: 15/12/2024
Last Updated: 15/12/2024
Review Date: 15/12/2025

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For full terms and conditions, please refer to our complete Terms of Service

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