Changing or cancelling a booking
We understand that plans can change. If you need to cancel a booking, the options available depend on how close you are to the scheduled service.
Before cancelling
Open the relevant booking in your ADEX dashboard and check the scheduled service time and current booking status.
More than 24 hours before the service
You can cancel more than 24 hours before the scheduled service start without a cancellation charge. Any amount already collected for the cancelled service will be refunded in accordance with the applicable payment process.
Within 24 hours of the service
If you cancel within 24 hours of the scheduled service start time, a cancellation charge of up to 25% of the booked service value may apply. This recognises that the provider reserved time for your booking and may have been unable to accept other work.
After the job has started
Once the job has been verified as started through ADEX, it can no longer normally be cancelled through the standard cancellation process. If there is a problem with the service, contact ADEX Support.
If there is a problem with the service, do not confirm job completion until the issue has been addressed.
If your provider cancels
If the provider cancels a confirmed booking, you will not be charged a customer cancellation fee. Any amount collected for the cancelled service will be eligible for a full refund, subject to the applicable payment process.