1. Standard Appointments

Please cancel or reschedule a standard service appointment at least 48 hours before the scheduled arrival window. This allows us to reassign the technician and any reserved equipment.

2. Late Cancellation, No Access and Waiting Time

A late-cancellation, no-access or waiting-time fee applies only when the amount or calculation was disclosed in the booking confirmation or work order. A fee may reflect reserved labour, travel, parking, dispatch, special equipment or non-returnable material costs, but will not exceed the amount permitted by applicable law.

3. Projects and Special-Order Materials

Renovation projects, multi-day work and jobs involving custom or special-order materials follow the cancellation schedule in the accepted quotation or project agreement. After a lawful cancellation period has expired, the customer may be responsible for work already performed, permits, design, restocking charges and materials that cannot reasonably be returned.

4. Mandatory Consumer Rights

Nothing in this Policy limits a non-waivable cancellation or refund right. Depending on how and where a contract is made, a customer may have a statutory cooling-off period or other cancellation right for a direct-sales, distance-sales, future-performance or home-improvement contract.

5. Same-Day and Emergency Work

Same-day, urgent or emergency work may require immediate dispatch or material commitment. Any applicable fee or deposit will be disclosed before confirmation. Starting urgent work does not remove a mandatory cancellation right unless applicable law permits and the required authorization has been obtained.

6. Cancellation or Rescheduling by Aurxio

Aurxio may reschedule or cancel because of unsafe conditions, severe weather, illness, traffic disruption, unavailable materials, permit or access problems, equipment failure, licensing restrictions or other circumstances outside reasonable control. We will provide notice as soon as practical and offer a new time or refund any unearned amount where appropriate.

7. How to Cancel

Send the customer name, service address, booking number and requested change to [email protected], or contact the telephone number shown in the booking confirmation. Keep a copy of the cancellation message.

8. Refund Timing

Approved refunds will be issued to the original payment method where practical. Processing time depends on the bank or payment provider. Statutory refunds will be made within the time required by applicable law.