Cancellation & Prepayment Policy

1. Overview

This policy explains how Bro's Mechanic Shop handles appointment cancellations, rescheduling, missed appointments, prepayments, special-order parts, and related refunds.

This policy should be read together with our Terms of Service.

2. Cancelling or Rescheduling an Appointment

Please contact Bro's Mechanic Shop as soon as possible if you need to cancel or reschedule an appointment.

Cancellation or rescheduling requests may be sent by telephone, text message, email, or the same communication method used to arrange the appointment.

An appointment is not considered cancelled until the cancellation request has been received and acknowledged by Bro's Mechanic Shop.

3. Reasonable Notice

Customers are asked to provide as much notice as reasonably possible when cancelling or rescheduling.

Advance notice allows the appointment time to be offered to another customer and may help avoid charges connected with travel, ordered parts, or work already completed in preparation for the appointment.

4. Missed Appointments

An appointment may be considered missed when the technician arrives at the agreed location but:

• The vehicle is not available or cannot be accessed
• The customer cannot be contacted when their presence or authorization is required
• The vehicle information or service location is substantially different from the information provided
• Permission to work on the property has not been obtained
• No safe, level, private, and legally permitted working area is available
• The appointment is cancelled after travel to the location has started

A travel, inspection, diagnostic, or reserved-appointment charge may apply when time or travel has already been incurred. Any applicable charge will depend on the circumstances and previously communicated appointment terms.

5. Mobile Working-Area Requirements

Mobile service requires a safe, level, reasonably accessible, and private working area.

Repairs cannot be performed on public roads or in most public parking lots and parkades. The customer is responsible for confirming that automotive work is permitted at the service location.

When service cannot proceed because the location is unsafe, inaccessible, prohibited, or materially different from what was described, the appointment may be treated as a missed appointment.

6. When a Prepayment May Be Required

A partial or full prepayment may be required before parts are ordered or an appointment is confirmed.

A prepayment may be required for:

• Special-order or non-returnable parts
• Parts brought in specifically for the customer's vehicle
• Large or unusually expensive parts orders
• Appointments requiring substantial travel or preparation
• Appointments where the customer will not be present at the service location
• Other circumstances communicated before the payment is made

7. How Prepayments Are Applied

Unless otherwise stated, a prepayment will be applied toward the customer's final invoice.

A prepayment is not an additional charge when the scheduled work proceeds as agreed. It forms part of the total amount payable for parts, labour, travel, diagnostics, or other approved services.

8. Special-Order Parts

Parts ordered specifically for a customer may be subject to supplier cancellation restrictions, shipping charges, return limitations, and restocking fees.

If the customer cancels after parts have been ordered, the prepayment may be used to cover:

• The cost of non-returnable parts
• Supplier or manufacturer cancellation charges
• Shipping and return-shipping expenses
• Supplier restocking fees
• Other reasonable costs already incurred for the customer's order

Any remaining refundable balance will be returned after the parts supplier has accepted the return and the final costs are known.

9. Non-Returnable Parts

Some electrical, electronic, programmed, opened, installed, imported, discontinued, custom, or special-order parts may not be returnable.

When a part cannot be returned, the customer may remain responsible for its cost after cancelling the repair.

When practical, the customer may request delivery or pickup of a fully paid non-returnable part.

10. Work Already Performed

If an appointment or repair is cancelled after inspection, diagnosis, disassembly, research, travel, parts procurement, or other authorized work has started, the customer remains responsible for the work and costs already incurred.

Cancelling the remaining repair does not cancel charges for services that have already been provided.

11. Refunds

Refund eligibility depends on whether parts were ordered, whether they can be returned, whether travel or work has already occurred, and whether any supplier or payment-processing costs were incurred.

When a refund is approved, it will generally be issued using the original payment method or another agreed method.

Refund processing time may depend on parts suppliers, payment providers, banks, and other third parties.

12. Cancellation by Bro's Mechanic Shop

Bro's Mechanic Shop may cancel or reschedule an appointment because of unsafe conditions, severe weather, illness, emergency, parts delays, vehicle condition, equipment limitations, inaccurate booking information, or other circumstances that prevent the work from being completed safely or properly.

When Bro's Mechanic Shop cancels an appointment before work or travel has started, the customer may choose to reschedule or receive a refund of any unused prepayment.

Amounts already used for authorized parts or other customer-specific expenses may remain subject to supplier return policies and actual costs incurred.

13. Weather and Unsafe Conditions

Mobile automotive work may be delayed, interrupted, cancelled, or rescheduled when rain, snow, wind, heat, darkness, smoke, traffic, unsafe surroundings, or other conditions make the work unsafe or unsuitable.

Safety decisions are made by the technician based on the conditions present at the appointment.

14. Payment Disputes

Customers should contact Bro's Mechanic Shop directly if they have a concern about a prepayment, cancellation charge, or refund.

Please provide the customer's name, vehicle information, appointment date, payment details, and a description of the concern so the matter can be reviewed.

15. Consumer Rights

This policy is intended to operate consistently with applicable consumer-protection laws.

Nothing in this policy excludes or limits a right, remedy, or obligation that cannot legally be excluded or limited.

16. Changes to This Policy

Bro's Mechanic Shop may update this policy when business practices, supplier requirements, services, or legal obligations change.

The terms applicable to an appointment are the terms communicated when the appointment or parts order is confirmed, together with any mandatory rights under applicable law.

17. Contact Information

To cancel or reschedule an appointment, or to ask about a prepayment, contact: