Cancellation policy

Plans change. This page explains how to move or cancel a plumbing visit with Plumbo, what a late change costs, how emergency call-outs work, and what we do when the change comes from our side. The same rules apply to every service unless your written price or agreement says otherwise.

Arrival windows

We book every scheduled visit in a 2-hour arrival window, not a fixed time, because the job before yours can run over when a pipe or a drain turns out worse than expected. You get a text when the technician is on the way, with their name and an arrival estimate.

Changing or cancelling a visit

You can move or cancel a scheduled visit for free up to 24 hours before the start of your arrival window. For a visit booked for the 9:00–11:00 window on Thursday, that means any time before 9:00 on Wednesday.

To make a change:

• call or text us on ⁦(555) 010-0199⁩
• use the change link in your booking confirmation
• reply to any reminder email

We confirm every change in writing. If you do not get a confirmation within a few hours during opening hours, call us so the technician does not drive out for nothing.

Late cancellations

A cancellation less than 24 hours before the arrival window costs $40 (sample amount). The fee covers the technician time we can no longer fill at short notice.

If the problem fixed itself or a neighbour helped, tell us anyway: we would rather know than send a van.

We waive the fee for a medical emergency or a death in the family.

When the technician can’t get in

When the technician arrives but cannot get in or cannot reach the work area, after waiting 15 minutes and trying to reach you by phone, we charge the call-out fee of $89 (sample amount). The usual reasons:

• nobody answers the door and no access notes were left
• the lockbox or gate code is wrong
• the building or the parking garage will not let the technician in
• the water heater, the shut-off valve, or the cleanout is blocked and cannot be cleared safely

If you know you will not be there, leave access notes when you book, or call us to update them. We would rather call you twice than drive away.

Emergency call-outs

An emergency call-out is dispatched as soon as you call, so the rules are different:

• you can cancel for free before a technician is dispatched; the dispatcher tells you when that happens
• after dispatch, a cancellation costs the after-hours call-out fee of $189 (sample amount) outside standard hours, or the standard call-out fee during them
• if you stopped the leak at the shut-off valve and the job can wait, we can turn the emergency into a scheduled visit at the standard rate, with no cancellation fee

See the emergency page for what to do while you wait.

Maintenance plan visits

The yearly inspection and water heater flush in a maintenance plan follow the same 24-hour rule. Move them as often as you need with 24 hours’ notice. You can end a plan at any time, with no exit fee; see the maintenance plans for what each plan includes.

When we cancel

Sometimes we have to cancel a scheduled visit: an emergency on another job that cannot wait, a technician falls ill, or a van breaks down. When that happens:

• we call or text you as early as we can, usually the evening before
• we offer the next free arrival window, and you choose whether to take it
• you are never charged for a visit we cancel

Running late

If the technician is going to miss the arrival window, we text you before it ends.

If the technician arrives after the end of the window, the visit is $20 off (sample amount), applied automatically to the invoice. If the new time no longer works for you, you can cancel that visit for free. Emergency call-outs are excluded, because they come before scheduled work.

Commercial contracts

Offices, restaurants, shops, and other commercial sites with a service agreement follow its terms. Either side can end a service agreement with 30 days’ written notice (sample period). A single visit can be moved with 24 hours’ notice, as for homes.

Where your signed price or agreement sets different terms, the written agreement takes precedence over this page.

Coupons, specials, and referral credits

Coupons, specials, and referral credits cannot be exchanged for cash or refunded. A coupon applied to a visit you cancel stays valid for your next booking until its end date. See the specials and referral program pages for their terms.

How fees are charged

We never charge a fee before the visit date. A late cancellation, no-access, or any other fee is charged after the visit date to the card on file, and it appears as its own line on your receipt with the reason.

If you think a fee is wrong, reply to the receipt or contact us within 14 days and we will review it. Questions about anything on this page: ⁦(555) 010-0199⁩, hello@example.com, or the contact page.