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Cancellation Policy

At Click, we understand that schedules can change, and sometimes cancellations or postponements are unavoidable. To ensure fairness for our contractors and operational efficiency, we have a clear cancellation fee policy in place. This article explains how our cancellation fees work, the flexibility we offer, and the conditions under which fees may apply.

When Are Cancellation Fees Charged?

  • Cancellations Made Less Than 6 Working Hours Before the Booking:

    • A cancellation fee of £20 will apply if a booking is cancelled within 6 working hours of the scheduled time.

  • Postponements:

    • If a booking is postponed and an exact date and time are provided at the time of postponement, Click is more likely to waive the cancellation fee. However, we reserve the right to charge the fee if postponement causes significant disruption.

  • Super Prime First Cancellation:

    • For Super Prime packages, the first cancellation is free of charge. Subsequent cancellations will incur the cancellation fee.

Key Points About Cancellation Fees

  1. Static Fee:

    • The cancellation fee is fixed at £20 and is not proportional to the cost of the job. This ensures simplicity and consistency in how fees are applied.

  2. Flexibility for Postponements:

    • We aim to accommodate postponed bookings where possible. To qualify for leniency:

      • An exact date and time must be provided when the postponement occurs.

      • Postponements must be communicated as early as possible.

  3. Cancellations by Contractors on Site:

    • Contractors may cancel a booking from the site without prior client approval if circumstances prevent them from completing the job. However, we will always attempt to complete as much of the booking as possible.

    • If a cancellation is triggered from the site, the client will receive an immediate email notification detailing the incurred fee.

  4. 15-Minute Wait Policy:

    • Contractors will wait up to 15 minutes for access to the property, whether for Keys or Appointment bookings. If access is not granted within 15 minutes of the appointment time or first attempt to access the keys, Click reserves the right to cancel the job and apply the cancellation fee.

  5. Communication and Clarity:

    • Clients will receive clear communication regarding cancellations, fees, or any changes to their booking.

    • Notifications will be sent immediately if a cancellation is triggered on-site or otherwise.

  6. Non-Negotiable Charges:

    • Cancellation fees are final and will not be negotiated upon receipt of the invoice.

Additional Information

  • Emergency Cancellations:

    • If a cancellation is due to unavoidable emergencies (e.g., accidents, severe weather), clients should contact Click immediately. While fees may still apply, we will review each case individually.

  • How to Cancel:

    • To cancel or postpone a booking, contact us via email or phone as soon as possible:

     

  • Repeat Cancellations:

    • Clients with a history of frequent cancellations may be required to prepay for future bookings or may face increased cancellation charges.

Frequently Asked Questions

What if I need to cancel but want to rebook?

If you provide an exact date and time for the rebooking when you cancel, we may waive the cancellation fee. However, this is subject to Click’s discretion based on the operational impact.

Can I cancel without incurring a fee if it’s more than 6 working hours before the booking?

Yes, cancellations made more than 6 working hours before the scheduled time will not incur the fee.

What if a contractor cancels on-site?

If a contractor triggers a cancellation on-site due to access issues or other unavoidable circumstances, you will be notified immediately via email. The cancellation fee will be detailed in the notification.

What is the 15-minute wait policy?

Our contractors will wait up to 15 minutes for access to the property. If access is not granted within this time frame, the job may be cancelled, and the cancellation fee will apply.

How is the cancellation fee charged?

The fee will be added to your account and included in your next invoice.

Why Do We Charge Cancellation Fees?

  • Fairness to Contractors:

    • Late cancellations impact our contractors’ schedules and earning potential. The fee ensures they are fairly compensated for their time.

  • Operational Efficiency:

    • Cancellations disrupt our carefully planned booking system. Fees help offset the administrative costs of last-minute changes.

  • Encouraging Commitment:

    • A transparent cancellation policy encourages clients to communicate changes early, allowing us to reallocate resources effectively.

Contact Us

If you have any questions about our cancellation fees or need to discuss a specific booking, please get in touch with our team: