At VM Service Tech, we understand that unexpected situations arise and plans change. This policy exists to ensure fairness to both our customers and our technicians, whose time and travel are committed the moment an appointment is scheduled.
Last updated: March 2026
To cancel or reschedule without a fee, we require notice by the following deadlines:
You may notify us by call, text, or email at any time.
Cancellations made outside these windows are subject to a late cancellation fee of $99 plus applicable taxes (equivalent to our standard service call fee), payable within 24 hours of receiving the invoice.
Repeat Cancellation Protocol: Customers who cancel or reschedule more than two appointments within a 90-day period may be required to prepay future bookings or provide a deposit to secure an appointment.
Once a technician has been dispatched and has made pre-arrival contact with the customer, the appointment is considered active. Cancellations or reschedules at this stage are treated as a no-show and subject to the no-show fee outlined in Section 3.
Contact Documentation: All pre-arrival contact attempts—including calls, text messages, voicemails, and non-responses—are automatically logged and recorded through our Workiz dispatch system. These records serve as documentation of contact attempts and customer responses. If a customer claims they did not receive a pre-arrival notification, VM Service Tech will provide the dispatch log as evidence of the contact attempt made. Technicians are also instructed to report to our dispatcher immediately if a customer declines service or cancels at the time of contact.
If a customer is unavailable at the time of their appointment without prior notice, a no-show fee of $99 plus applicable taxes will be charged. Payment is due within 24 hours of receiving the invoice.
We reserve the right to require settlement of any outstanding fees before scheduling a new appointment.
Attendance Verification: The technician will attempt contact at the appointment time via phone call or text message through the Workiz app. All contact attempts, customer responses, and dispatcher notes are logged in our dispatch system. If there is no answer and the customer has not responded to the pre-arrival notification within 30 minutes of the scheduled appointment, the appointment will be recorded as a no-show. Dispatcher notes will reflect whether the customer communicated a cancellation or stated they no longer require service.
When a cancellation or no-show fee applies, VM Service Tech will issue an invoice to the customer via email, text message, or mail. The customer is responsible for full payment of all applicable fees within 24 hours of receiving the invoice. Payment may be made by credit card via the online payment link included in the invoice, or by e-transfer to the email address indicated in the invoice.
Outstanding invoices must be settled in full before a new appointment can be scheduled. VM Service Tech reserves the right to refuse service to customers with unpaid balances or a history of disputed charges without legitimate grounds.
In the event that payment is not received by the due date, a late payment fee of $20 will be applied for every 14 days the payment remains overdue. If an invoice remains unpaid 30 days past the due date and the customer has not made arrangements for payment or communicated reasons for the delay, VM Service Tech reserves the right to escalate the account to a collections agency.
We recognize that genuine emergencies happen. Exceptions to this policy are considered on a case-by-case basis at VM Service Tech’s sole discretion.
Qualifying Circumstances may include, but are not limited to: death or serious illness in the family, unexpected hospitalization, severe vehicle breakdown, or loss of power/utilities beyond the customer’s control.
Non-Qualifying Circumstances include: oversleeping, forgetting the appointment, change of mind, work schedule conflict, or minor inconveniences that could have been communicated earlier.
If you believe your situation qualifies for an exception, please contact us as soon as possible — the earlier you reach us, the more options we have to work with you. Documentation may be requested to verify claimed emergencies (e.g., hospital records, death certificate, utility company confirmation). VM Service Tech reserves the right to deny exception requests that lack supporting evidence or appear to be made in bad faith.
If a customer disputes a cancellation or no-show fee, VM Service Tech will review the complete dispatch log, call recordings, text message history, and dispatcher notes through the Workiz system. This documentation is considered the factual record of all contact attempts and customer communications.
Customers may request a review of their specific case by contacting us within 7 days of invoice issuance. However, disputes based on claims that we “never contacted” them or “they never received notification” will be resolved by providing the documented evidence from our dispatch system.
VM Service Tech reserves the right to refuse future bookings or terminate the customer relationship with customers who:
Customers whose service has been terminated will not be eligible for rebooking.
To cancel or reschedule, or if you have any questions about this policy, please reach us by:
We appreciate your respect for our technicians’ time, and we’re committed to providing you with the best possible service.
