Cancellation Policy
Last Updated: August 17, 2026
This Cancellation Policy applies to services booked through the Service On Wheels ("SOW") application or website.
By booking a service through SOW, you agree to the following cancellation terms.
Customers may cancel an eligible booking through the SOW application before the service is completed.
Cancellation eligibility and any applicable cancellation charge may depend on the current status of the booking and the time remaining before the scheduled service.
Before a Professional is Assigned
The customer may cancel the booking without a cancellation charge.
If payment has already been made, the eligible amount will be refunded according to the SOW Refund Policy.
After a Professional is Assigned
The customer may still cancel the booking; however, a cancellation charge may apply depending on how close the cancellation is to the scheduled service time.
Any applicable cancellation charge will be displayed or communicated before the cancellation is confirmed.
Professional On the Way / Arrived
If the assigned Service Professional has already started travelling to the customer's location or has arrived at the service location, a visiting or cancellation charge may apply.
The remaining eligible amount, if any, will be refunded.
Service Already Started
Once the service has started, normal cancellation may no longer be available.
If the service cannot be completed due to a genuine issue, the customer should contact SOW Support. Any refund or adjustment will be determined based on the work already performed, materials used, and circumstances of the cancellation.
A Service Professional may occasionally be unable to attend or complete a booking because of an emergency, illness, transportation issue, inability to reach the location, service-related issue, or other unavoidable circumstances.
In such cases, SOW may:
Assign another available Service Professional;
Offer the customer an option to reschedule; or
Cancel the booking and provide an applicable refund.
The customer will not be charged a customer cancellation fee when the booking is cancelled due to the Service Professional's inability to provide the service.
SOW may cancel a booking in circumstances including:
No Service Professional is available.
The customer's location is outside the serviceable area.
Incorrect or incomplete booking information prevents service delivery.
Safety concerns exist at the service location.
The requested work is outside the scope of the booked service.
Technical or operational issues prevent service delivery.
Fraudulent or suspicious activity is detected.
If SOW cancels a prepaid booking before any service has been provided, the eligible amount will be refunded.
Where available, customers may reschedule their booking instead of cancelling it.
Rescheduling is subject to:
Available dates and time slots.
Service Professional availability.
Serviceability at the selected address.
Applicable rescheduling limits.
Changing the service address may require the customer to select a new date and time slot.
For Annual Maintenance Contract (AMC) services, cancellation conditions may differ from regular bookings.
Before the First AMC Visit
If the customer requests cancellation before the first AMC visit has been used, cancellation and refund eligibility will be determined according to the applicable AMC plan terms.
After One or More AMC Visits
Once an AMC visit has been completed or consumed, the AMC plan will generally not be eligible for a full refund.
Any approved refund may be calculated after deducting:
Value of completed/consumed visits.
Applicable taxes or non-refundable charges.
Other charges permitted under the applicable AMC terms.
Cancellation of an Individual AMC Visit
Cancelling a scheduled AMC visit does not automatically cancel the entire AMC plan.
Where permitted, the customer may reschedule the pending visit within the AMC validity period and subject to the applicable scheduling limits.
Unused visits must be scheduled within the validity period of the AMC plan.
If the Service Professional reaches the service location but:
The customer is unavailable;
The customer cannot be contacted;
Access to the property is not provided; or
The customer refuses the scheduled service without prior cancellation,
the booking may be treated as a customer cancellation or no-show.
An applicable visiting or cancellation charge may be deducted.
For prepaid bookings, eligible refunds will be initiated after cancellation.
The refund amount will depend on:
Amount already paid.
Booking status.
Applicable cancellation charges.
Visiting charges, if applicable.
Services already performed.
Other applicable deductions.
Approved refunds will generally be processed to the original payment method or another supported refund method.
The time required for the refunded amount to appear may depend on the customer's bank or payment provider.
SOW may waive cancellation charges in reasonable exceptional circumstances, including emergencies, severe weather conditions, natural disasters, or other situations beyond the customer's reasonable control.
Such requests may require review by SOW Support.
SOW reserves the right to update this Cancellation Policy from time to time.
The cancellation conditions applicable to a booking will be those communicated or displayed for the service, subject to applicable law.
For cancellation, refund, rescheduling, or booking-related assistance, customers can contact SOW Support through the support options available in the SOW application or website.
