1. Definition of a Missed Appointment

A "Missed Appointment" occurs if our engineer attends the scheduled property address at the agreed time and:

• Is unable to gain access to the property.
• Is turned away by the customer or a representative at the property.
• Is unable to carry out the work due to the site not being prepared as previously agreed.

2. Cancellation and Rescheduling

We understand that plans can change. If you need to cancel or reschedule your appointment, we require a minimum of 48 hours' notice (excluding weekends and bank holidays) prior to the scheduled arrival window.

3. Missed Appointment Fees

In the event of a Missed Appointment, or where less than 24 hours' notice for cancellation is provided, a "Short Notice/No Access" fee will be applied.

• The fee charged will be 50% of the total estimated/quoted appointment cost, or £55 (including VAT), whichever is the greater amount.
• This fee is to cover the engineer's travel time, fuel, and the loss of revenue resulting from a gap in the daily schedule that cannot be filled at short notice.

4. Payment of Fees

An invoice for the Missed Appointment fee will be issued immediately. This must be paid in full within 1 day of the invoice date. We reserve the right to decline further bookings or the completion of ongoing works until any outstanding missed appointment fees are settled.

5. Late Arrivals

Our engineers aim to arrive within the agreed time slot. However, due to the nature of plumbing and heating work (emergency call-outs or jobs overrunning), delays can occur. We will endeavor to keep you informed of any delays.

6. Company Discretion

AJ Marsden Ltd reserves the right to waive or reduce this fee in exceptional circumstances or at the company's discretion.