Customer FAQ
Engineer Visit
Cancellation Policy
Cancellation Policy
Cancelling or Rescheduling a Visit
How do I cancel or reschedule?
All cancellations and rescheduling requests must be sent in writing by email to [email protected]. Verbal notification is not accepted.
The date and time your email is received determines whether you are within the notice period.
Note: Rescheduling is treated the same as cancellation — the original slot is released and the same rules apply.
The date and time your email is received determines whether you are within the notice period.
Note: Rescheduling is treated the same as cancellation — the original slot is released and the same rules apply.
How much notice do I need to give?
You must notify us by 09:00 on the working day before the scheduled visit. Working days are Monday–Friday, excluding UK public holidays.
Example: Wed visit → cancel by 09:00 Tue
✓ Free cancellation
Before 09:00
Day before the visit
✗ Late cancellation
After 09:00
Day before or same day
Late Cancellation Charges
What is a "late cancellation"?
If you cancel or reschedule after the 09:00 deadline, this is a Late Cancellation and 100% of the Applicable Charge for that visit will still apply — regardless of the reason.
The Applicable Charge reflects your day rate (inclusive of travel), which varies depending on whether you hold a current Stuga service contract.
The Applicable Charge reflects your day rate (inclusive of travel), which varies depending on whether you hold a current Stuga service contract.
What if the engineer arrives but can't work?
If an engineer attends but cannot carry out work for reasons including:
- No site access or equipment access
- Site or machine not ready as agreed
- Safety restrictions preventing work
- Missing information or authorisations
- Customer-caused delays
Service Contracts & Additional Costs
Does a late cancellation use up a contract visit?
PM Visit A late-cancelled service visit counts as fulfilled against your contracted maintenance allowance.
Call-Out A late-cancelled call-out counts as one call-out consumed from your allowance.
No replacement visit or carry-forward is owed.
Call-Out A late-cancelled call-out counts as one call-out consumed from your allowance.
No replacement visit or carry-forward is owed.
What about non-refundable costs?
Regardless of notice given, you remain liable for any non-refundable costs already incurred:
- Pre-booked travel, flights, or accommodation
- Parts ordered specifically for the visit
- Courier fees for equipment already dispatched
Are there any exceptions?
Force Majeure: No charges apply where cancellation is due to events outside the reasonable control of either party — such as natural disasters, national emergencies, or major infrastructure failure.
Either party must notify the other as soon as reasonably practicable.
Either party must notify the other as soon as reasonably practicable.