Last updated: 9 July 2026
This Cancellation Policy explains how requirements, bookings and service engagements made through TrueInstaller (the "Platform") can be cancelled by clients and by service professionals ("Technicians"), and what happens when they are. It should be read together with our Refund Policy and Terms & Conditions.
1. Cancelling a posted requirement
Posting a requirement on TrueInstaller is free and does not commit you to hiring anyone. You may withdraw a requirement at any time before you engage a Technician - simply inform us via your dashboard or the contact options on the Platform, and we will mark it closed. No charges apply.
2. Cancelling before work begins
- Before a site visit: You may cancel at no cost at any time before a scheduled measurement or survey visit. We request at least 4 hours notice as a courtesy to the Technician.
- After a site visit, before fabrication/material purchase: Cancellation is normally free unless a paid survey was agreed in advance. Any advance paid is refundable as per the Refund Policy.
- After fabrication or material purchase has started: Custom-fabricated items (nets, grills, doors, cabinets, glass cut to size and similar) are made specifically for your measurements. Once fabrication or material procurement has begun, the Technician may deduct the cost of work done and materials purchased from any advance before refunding the balance.
3. Cancelling on the day of installation
If you cancel after the Technician has dispatched for your location or arrived on site, a reasonable visit charge may apply as communicated in the Technician's quotation. Rescheduling in advance is always free and preferred - most Technicians happily rebook within the same week.
4. Cancellation by a Technician
If a Technician cancels or repeatedly fails to honour a confirmed schedule, you are entitled to a full refund of any advance paid for undelivered work, and we will help you engage an alternative verified Technician on priority. Technicians with a pattern of cancellations are removed from the Platform.
5. Cancellations due to factors beyond control
Where weather, safety conditions, building/society restrictions or similar events prevent scheduled work, either party may reschedule without penalty. For work at height (nets, grills, facade work), Technicians may lawfully pause or reschedule when conditions are unsafe.
6. How to cancel
- Log in and open your client dashboard.
- Locate the requirement or booking and use the contact options to notify the Technician and our team.
- You will receive confirmation of the cancellation and of any applicable refund timeline.
7. Marketplace note
TrueInstaller is a marketplace that connects clients with independent Technicians. Individual Technicians may publish their own cancellation terms in their quotations; where they do, those terms apply to that engagement and will always be shown to you before you confirm. This page sets the default standard we hold all Technicians to.
Questions about a cancellation? Reach us via the contact page and we will step in.
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