Choose the cancellation terms on online estimates

Each business profile chooses what the customer reads about canceling, just above the button where they accept the estimate online.

Set it up

1. Go to Settings › Business profiles and open the profile. On a phone, Settings is on the You tab.
2. Find the Cancellation card and pick one of the three choices below.
3. Save the profile. Each business profile has its own choice.

The three choices

Your own terms

This is the default. The box Wording customers accept starts with ready-made wording: materials are ordered, cut or made to order so they can’t be returned, the customer pays for them if they cancel after they’ve been ordered, and pays for any work already done. Change it to your own words. Use the ready-made wording puts the original back.

14-day cancellation period

Home customers in the UK and EU see the 14-day cancellation box and a cancellation form they can print. They can also check that they’d like the work to start within the 14 days. Company customers and other countries see only your Extra lines (optional), for example “Materials made to order can’t be returned.”

Nothing on the estimate

The customer sees nothing about canceling.

Good to know

• The exact wording the customer accepted is kept in the acceptance record PDF and in the emails, even if you change it later.
• With the ready-made wording, each estimate gets it in the language that estimate is sent in.
• In the UK and EU, home customers who accept at home or online usually have 14 days to cancel by law. If your profile is in one of those countries and you don’t pick the 14-day period, the app shows a short reminder. Saying that materials are cut or made to order helps, but this isn’t legal advice.