You can cancel a booking or a subscription plan at any time. This policy explains what happens when you do.
1. Cancelling a one-off booking
Sign in and open your dashboard. Tap the "Cancel" button on the booking. You can cancel any time before the engineer has completed the visit. Applicable refunds are governed by our Refund Policy.
- > 24 h before appointment — full refund.
- < 24 h before appointment — 80% refund.
- Engineer already en route — 50% refund.
2. Cancelling a subscription plan
Subscription plans use an end-of-period cancellation model, which means:
- Your plan will continue to be active until the end of the current billing period that you have already paid for.
- You will still be able to use all included services (filter changes, priority callouts, etc.) until that end date.
- No further renewal payment will be taken; the subscription will be marked as "cancelling" in your dashboard until the end of the period, then it becomes "cancelled".
If you cancel before the plan has been activated (i.e. before your first successful payment), the subscription is cancelled immediately with no charge.
3. Reactivation
You can re-subscribe at any time from the Plans page. Your prior service history remains on your account.
4. Cancellation by us
We may cancel a booking or subscription with a full pro-rata refund if:
- Your postcode falls outside our current coverage area.
- Access, safety or legal issues prevent us from delivering the service.
- You breach these Terms & Conditions.
5. How to cancel
The fastest way is from your dashboard. Alternatively, email support@smartroservice.co.uk with your booking or subscription reference.
6. Consumer rights
These provisions are in addition to your statutory 14-day cooling-off rights under the Consumer Contracts Regulations 2013.