Cancellation & Rescheduling Policy
Cancellation & Rescheduling Policy
Summary for badges/banners
Free cancellation and rescheduling*
*Free up to 24 hours before your appointment.
Last updated: 28/10/2025
Applies to bookings made via our website, app, email, phone, or in person.
1) Who this policy applies to
This policy applies to customers of A. Dawes ST T/A Prime EPC Midlands ("we", "us"). It sets out when you can cancel or change a booking and whether fees apply. Your statutory rights remain unaffected.
2) Free cancellation window
You may cancel for a full refund up to 24 hours before the scheduled start time.
You may reschedule for free up to 24 hours before the scheduled start time.
For business bookings, the free window is 72 hours.
3) After the free window
Late cancellations (made within 24 hrs of the booking) are charged at 25%.
No‑shows/No Access (you don’t attend and don’t contact us before the start time) up to 100% of the booking total to cover travel and lost time.
Late reschedule (made within 24 hrs of the booking) are charged at 25%.
Waiting beyond 15 minutes at your request: £10 per additional 15 minutes.
These charges are designed to be reasonable and proportionate to our direct costs.
4) How to cancel or reschedule
Use the Manage booking link in your confirmation email/SMS, your online account, or contact us at adam@epcmids.co.uk / 07913227608. A cancellation or reschedule is effective when we send confirmation.
5) Refunds
Refunds are issued to the original payment method within 5–10 business days of confirmation.
If you paid by gift card/credit/voucher, refunds are returned to the same.
6) Promotional rates & third‑party bookings
Promotions, discounts, or package rates may be excluded from free cancellation/rescheduling unless stated otherwise.
If you booked via a third‑party platform (e.g., marketplaces), their terms may apply; please contact them directly.
7) Late arrivals
Arriving late may shorten your service to avoid delaying the next customer. If we cannot provide the service safely or within the remaining time, this may be treated as a late cancellation.
8) Our changes or cancellations
If we need to reschedule or cancel (e.g., staff illness, safety, events beyond our control), we’ll offer a new time or a full refund. We are not liable for indirect losses (e.g., travel costs) unless required by law.
9) Force majeure
Fees are waived where cancellation is due to events outside your reasonable control (e.g., serious illness), at our reasonable discretion—evidence will be required.