At Christy Plumbing & Heating, we understand that plans can change. Emergencies happen, work overruns, and sometimes life just gets in the way. Wherever possible, we always try to be flexible.
However, to keep our business running efficiently and fairly for all customers, we do operate a cancellation and missed appointment policy. This article explains why cancellation charges apply and how they help us continue providing a reliable, professional service.
Why Do We Charge for Late Cancellations?
When you book an appointment with us, that time is reserved exclusively for you. Once a job is scheduled:
- An engineer is allocated
- Time is blocked out in our diary
- Travel routes are planned
- Other customers may be turned away
If an appointment is cancelled at short notice or missed entirely, we’re often unable to re-book that slot — meaning the engineer loses working time that can’t be recovered.
Cancellation charges help cover:
- Engineer wages
- Fuel and vehicle costs
- Lost appointment time
- Administrative time already spent on your booking
Without a policy in place, these costs would have to be passed on to all customers, which we believe would be unfair.
What Counts as a Chargeable Cancellation?
A cancellation charge may apply if:
- You cancelled with insufficient notice
- No one is available at the property at the agreed time
- Access cannot be gained due to keys, pets, or site restrictions
- The job cannot proceed due to undisclosed issues (e.g. no power, no water, unsafe conditions)
We always aim to be reasonable, but last-minute changes have a real impact on our ability to operate.
Why Notice Matters
Giving us notice allows us to:
- Reallocate the engineer to another customer
- Offer the slot to someone waiting for urgent work
- Reduce wasted travel and emissions
- Keep our prices competitive overall
Even a short phone call can make a big difference.
When We Try to Be Flexible
We’re human too — and we do take circumstances into account. Wherever possible, we try to waive or reduce charges for:
- Genuine emergencies
- Severe illness
- Situations outside your control (when communicated promptly)
The key thing is communication. The earlier you let us know, the more likely we can help.
Our Commitment to Fairness
We don’t like charging cancellation fees — but they allow us to:
- Respect our engineers’ time
- Run appointments on schedule
- Deliver a dependable service to all customers
Our policy is not about punishment; it’s about fairness and sustainability.
In Summary
Appointments are reserved specifically for you
Late cancellations create real costs
Charges help keep our pricing fair for everyone
Clear communication can often avoid fees altogether
If you ever need to cancel or reschedule, please contact us as soon as possible — we’ll always do our best to work with you.
Christy Plumbing & Heating
Reliable service. Honest policies. No surprises.