Clear cancellation information before the customer pays.

For a service contract made online or by telephone, a consumer will usually have 14 days to cancel from the day after the contract is made. The customer does not need to give a reason. This right can be affected by the type of service and what the customer expressly asks GtoSky to start during that period.

A genuine urgent repair specifically requested by the consumer can be treated differently, but only for the urgent work and necessary parts. Any non-urgent additional work should be handled separately.

If a customer wants GtoSky to begin arranging or supplying the service within 14 days, the booking flow must collect a separate, unticked express request. The customer must be told that they may have to pay a proportionate amount for work supplied before they cancel.

If the service is fully performed during the cancellation period after the customer’s express request and acknowledgement, the customer can lose the cancellation right for that fully performed service. The booking confirmation should reproduce that consent.

GtoSky must provide a clear contact route for appointment changes and cancellations. A request is not final until the customer receives an acknowledgement or updated confirmation.

Any missed-visit, late-cancellation, or retained-deposit policy must be disclosed before payment, be proportionate to the actual net loss, and allow for reasonable mitigation. A blanket non-refundable deposit statement is not an adequate customer policy.

Where a refund is due, GtoSky should use the original payment method unless the customer agrees otherwise. The final policy must state when a customer will be updated and the expected refund handling period.

Customers should retain the booking reference and payment receipt when asking about a payment. A complaint or charge concern can be raised using the complaints process once the verified contact route is published.