How to cancel a booking, when we issue refunds, and what to do if a repair doesn't go the way we hoped.
Last updated: 8 July 2026
We want every booking to be a good experience. This policy explains your cancellation rights, our diagnostic and repair fees, and how refunds work.
You can cancel a booking free of charge before the engineer is dispatched. Just let us know by phone on +44 7944 892937 or by email at info@maxapplianceguard.com.
If you cancel after the engineer has been dispatched but before diagnostic work begins, a small dispatch fee may apply. We'll tell you clearly if this is the case.
Where you booked with us at a distance (online or by phone), you have a legal right to cancel within 14 days without giving a reason. If you asked us to start the service during this period, we may charge a fair amount for the service already provided. If we've fully performed the service at your request during the cooling-off period, you lose the right to cancel for that service.
Sometimes an appliance can't be economically repaired, or a further part is needed that changes the price. If the repair we quoted can't be completed, we'll explain clearly and, depending on what work was done, refund all or part of any fee paid — in line with the Consumer Rights Act 2015.
If the same fault returns within the guarantee period stated on your invoice, we'll come back and put it right at no extra labour cost. If we can't put it right, we'll agree an appropriate refund with you.
We understand life happens. If we miss the agreed appointment window for reasons within our control, we'll waive any dispatch fee and rebook at a time that suits you. If a booked visit cannot go ahead because access could not be provided by you, a rebooking fee may apply.
Refunds are made using the same payment method used for the original transaction. Card refunds typically appear within 5–10 working days; bank transfers usually clear within 3 working days.
If you paid through interest-free instalments, we'll adjust the remaining balance and refund any amounts already paid over the revised total.
Contact us by phone on +44 7944 892937, by email at info@maxapplianceguard.com, or through our Contact Us page. Please have your booking reference handy.
If you are unhappy with how a refund or cancellation has been handled, please see our Complaints Procedure.