At MS Appliance Repair Services, we respect our customers’ time and work hard to provide fast, reliable appliance repair appointments across Aurora, IL and nearby service areas. This Cancellation and Rescheduling Policy explains how customers may cancel or reschedule appointments, what fees may apply, and how special-order parts, missed appointments, unsafe access, and same-day changes are handled.

By booking an appointment with MS Appliance Repair Services, requesting a diagnostic visit, approving a repair, or allowing a technician to visit your home or business, you agree to this Cancellation and Rescheduling Policy.

1. Appointment Cancellation Notice

Customers should cancel or reschedule appointments at least 24 hours before the scheduled appointment time.

This notice allows MS Appliance Repair Services to adjust technician routes, offer the appointment slot to another customer, and avoid unnecessary travel or scheduling delays.

If a customer cancels with less than 24 hours’ notice, MS Appliance Repair Services may charge a cancellation fee. In many cases, this fee may equal the diagnostic fee or trip charge connected to the scheduled visit.

2. Same-Day Cancellations

A same-day cancellation occurs when a customer cancels on the same calendar day as the scheduled appointment.

Same-day cancellations may result in a charge equal to the full diagnostic fee, especially if:

• The technician has already been assigned to the appointment
• The technician has already started traveling to the property
• The appointment blocked availability for another customer
• The customer cancels after receiving a technician arrival update
• The cancellation occurs shortly before the scheduled arrival window

MS Appliance Repair Services may waive or adjust a cancellation fee at its sole discretion in cases involving genuine emergencies.

3. No-Show Appointments

A no-show occurs when the technician arrives at the service address, but the appointment cannot proceed due to the customer’s absence, lack of access, or failure to respond.

A no-show may include, but is not limited to:

• No adult is present at the property
• The customer does not answer calls, texts, doorbell, or technician communication
• The technician cannot access the home, business, building, gate, unit, or appliance
• The customer provided an incorrect or incomplete address
• The customer refuses service after the technician arrives
• The appliance is not available for inspection
• The customer is unavailable during the agreed service window

Same-day no-shows may require full payment of the diagnostic fee.

MS Appliance Repair Services reserves the right to require prepayment before scheduling future appointments for customers with prior no-shows, repeated cancellations, unpaid fees, or suspicious booking activity.

4. Rescheduling Appointments

Customers may reschedule an appointment by contacting MS Appliance Repair Services at least 24 hours before the appointment time.

We will make reasonable efforts to provide a new appointment time based on technician availability, location, route planning, service demand, and parts availability.

Repeated rescheduling may result in:

• Appointment priority reduction
• Required prepayment
• A non-refundable scheduling deposit
• Refusal of future service if the pattern appears abusive, fraudulent, or unreasonable

MS Appliance Repair Services reserves the right to decline excessive rescheduling requests that disrupt technician routes or prevent service to other customers.

5. How to Cancel or Reschedule

Customers may cancel or reschedule an appointment through one of the following methods:

Call: (773) 574-8629
Online Booking System: msappliancerepairservices.com

When requesting a cancellation or reschedule, customers should provide:

• Full name
• Phone number
• Service address
• Appointment date and time
• Appliance type
• Reason for cancellation or rescheduling, if applicable

A cancellation or rescheduling request is not fully confirmed until MS Appliance Repair Services acknowledges it by phone, text, email, booking system update, or another official communication method.

Customers should not assume that an appointment has been canceled simply because they sent a message without receiving confirmation.

6. Diagnostic Fees

Diagnostic fees cover the technician’s time, travel, inspection, testing, professional assessment, and appointment slot.

Diagnostic fees are generally non-refundable once:

• A technician has been dispatched
• A technician has arrived at the property
• A technician has performed diagnosis or inspection
• The customer cancels too late for the appointment slot to be reassigned
• The customer fails to provide safe access to the appliance
• The appointment becomes a no-show

If a customer chooses not to proceed with the recommended repair after diagnosis, the diagnostic fee still applies.

7. Special-Order Parts, Deposits, and Restocking Fees

Some appliance repairs require special-order parts, manufacturer-specific components, or parts that are not available in the technician’s service vehicle.

If MS Appliance Repair Services must order parts for a scheduled repair, the customer may be required to pay a deposit before the order is placed.

Once parts are ordered, the deposit is non-refundable unless MS Appliance Repair Services determines otherwise in writing.

If the customer cancels after parts have been ordered, the customer may be responsible for:

• Non-refundable part deposits
• Supplier restocking fees
• Shipping charges
• Return shipping costs
• Handling fees
• Special-order or non-returnable part costs
• Administrative costs related to ordering or returning the part

Some manufacturer parts, electrical components, control boards, sealed parts, custom parts, and discontinued-model parts may be non-returnable. If a supplier refuses the return, the customer remains responsible for the part cost.

8. Customer Delays and Lack of Access

Customers must make sure the technician can safely access the appliance at the scheduled appointment time.

Before the technician arrives, the customer should:

• Make sure an adult is present
• Clear access to the appliance
• Secure pets
• Provide gate codes, building access, parking instructions, or unit numbers if needed
• Make sure the appliance is connected and available for diagnosis
• Inform the company of any special access requirements
• Provide accurate contact details

If the technician cannot safely access the appliance due to customer inaction, unsafe conditions, locked access, unsecured pets, incorrect information, or lack of adult supervision, MS Appliance Repair Services may treat the appointment as a late cancellation or no-show.

A diagnostic fee, trip fee, or rescheduling fee may apply.

9. Unsafe Conditions

MS Appliance Repair Services reserves the right to cancel, pause, or reschedule service if the technician finds unsafe, unsanitary, or unreasonable working conditions.

Unsafe conditions may include:

• Aggressive or unsecured pets
• Exposed wiring
• Active water leaks
• Gas smells or suspected gas leaks
• Pest infestation
• Blocked or dangerous access
• Unsanitary conditions around the appliance
• Structural hazards
• Threatening or abusive behavior
• Any situation that may endanger the technician, customer, property, or appliance

If a visit cannot proceed due to unsafe conditions, the customer may still be responsible for the diagnostic fee or trip fee.

10. Fraud Prevention and Abuse Protection

MS Appliance Repair Services reserves the right to refuse, cancel, or block appointments that appear fraudulent, abusive, misleading, or made in bad faith.

This may include:

• Fake names or false contact information
• Incorrect addresses
• Repeated no-shows
• Repeated last-minute cancellations
• Attempts to avoid diagnostic fees
• Attempts to dispute valid charges after service
• Refusal to pay after technician arrival or diagnosis
• Abusive, threatening, or harassing conduct toward staff or technicians
• Misrepresentation of appliance condition, service history, or payment intent

MS Appliance Repair Services may require prepayment, photo verification, written approval, or additional confirmation before accepting future bookings from customers with suspicious or repeated problematic appointment history.

11. Payment Disputes and Chargebacks

Customers agree to pay all approved charges, diagnostic fees, cancellation fees, trip fees, deposits, part costs, labor charges, and completed service invoices when due.

If a customer initiates a chargeback or payment dispute after receiving a valid service, diagnostic visit, part order, or appointment slot, MS Appliance Repair Services reserves the right to provide service records, technician notes, invoices, call logs, booking confirmations, payment records, photos, and communication history to the payment processor, bank, collection agency, or legal authority.

MS Appliance Repair Services may also decline future service until any unpaid balance or disputed amount is resolved.

12. Company-Initiated Rescheduling

MS Appliance Repair Services may need to reschedule an appointment due to circumstances beyond our control.

This may include:

• Technician illness
• Emergency repair calls
• Dangerous weather
• Unsafe driving conditions
• Vehicle issues
• Unexpected route delays
• Parts delays
• Supplier delays
• Manufacturer requirements
• Power outages
• Events that affect technician safety or service availability

If MS Appliance Repair Services needs to reschedule, we will notify the customer as soon as possible and provide a new appointment time based on availability.

The company will make reasonable efforts to minimize inconvenience, but MS Appliance Repair Services is not responsible for indirect losses, lost time, missed work, food spoilage, business interruption, or other consequential damages caused by appointment changes.

13. Same-Day and Next-Day Service Availability

MS Appliance Repair Services strives to provide same-day or next-day appliance repairs for most service calls whenever scheduling, technician availability, route planning, and parts availability allow.

However, same-day or next-day service is not guaranteed for every appointment.

Repair timing may depend on:

• Appliance type
• Brand and model
• Issue severity
• Required parts
• Manufacturer requirements
• Supplier availability
• Customer location
• Technician schedule
• Weather or traffic conditions
• Whether special diagnostic tools or follow-up service is required

If a repair requires a special-order part or manufacturer-specific component, MS Appliance Repair Services will explain the expected timeline and schedule a follow-up appointment when the part becomes available.

14. Legal and Consumer Rights

This policy applies to appointment cancellations, rescheduling, diagnostic visits, part orders, and repair scheduling procedures.

Nothing in this policy limits any consumer rights that cannot be waived under applicable federal, state, or local law.

For Illinois customers, certain in-home repair or remodeling transactions may carry specific cancellation rights when legal conditions apply, including some contracts signed in the home for more than $25. Illinois Attorney General guidance explains that these rights depend on the transaction type, how the contract is formed, and whether an exception applies.

MS Appliance Repair Services may update this policy from time to time. Continued use of our services after updates are posted means the customer accepts the updated policy.

15. Contact Information

For cancellation, rescheduling, appointment updates, part-order questions, or service concerns, please contact MS Appliance Repair Services.

MS Appliance Repair Services
Phone: (773) 574-8629
Website: msappliancerepairservices.com
Email: msappliancerepairsvc@gmail.com