Cancellation & Rescheduling Policy

Submitting a booking request does not automatically confirm the appointment. NOVA reviews availability, travel, service scope and any condition requirements before confirming. If NOVA has not confirmed the request, there is no confirmed appointment to cancel, although a quick message is appreciated.

No payment is collected when you submit a request. Once NOVA reviews and approves your booking, a $50 deposit secures the appointment. The deposit is applied in full toward your approved service total — it is not an additional fee, and only the remaining balance is due after the work is complete.

The appointment is only confirmed once NOVA has received the deposit. Until then it shows as 'Approved — Deposit Required'.

Cancel or reschedule with at least 24 hours' notice and your deposit is refunded in full or transferred to your new appointment, whichever you prefer.

If NOVA reschedules for weather, safety or any other NOVA-side reason, your deposit moves with the appointment or is refunded in full at your choice.

A deposit may be forfeited only where NOVA has already travelled to the confirmed site and service cannot proceed for a reason the customer should reasonably have prevented — for example a no-show, or a vehicle or location that is inaccessible, unauthorized, unsafe or otherwise unsuitable. NOVA will explain the reason before applying it.

NOVA may waive or adjust the deposit for a specific booking. Any change is explained before the appointment is confirmed.

Please call, text or email at least 24 hours before a confirmed appointment when reasonably possible. There is no penalty for reasonable advance notice.

If an unexpected issue arises inside that window, contact NOVA promptly. We will consider the circumstances reasonably rather than applying an automatic percentage penalty.

Tell NOVA the new date or window you prefer. Replacement times remain subject to availability, travel routing, service scope and suitable conditions. NOVA will try to offer a practical alternative without promising a specific slot before confirmation.

Repeated late cancellations or no-shows may require a reasonable deposit or prepayment before NOVA accepts a future booking. Any such requirement will be explained before that future appointment is confirmed.

Any future deposit or prepayment requirement will be explained before a booking is confirmed; it will not be added without notice.

If NOVA has already travelled to the confirmed site and service cannot proceed because the vehicle or location is inaccessible, unauthorized, unavailable, illegal, unsafe or otherwise unsuitable based on information the customer should have provided, a reasonable callout or late-cancellation charge may apply.

NOVA will explain the reason and amount fairly. Property permission, legal parking, safe workspace and vehicle access are the customer's responsibility. See the Mobile Service & Weather Policy.

NOVA may need to move an appointment because of weather, unsafe roads or sites, illness, equipment issues, emergencies or an earlier service that reasonably runs longer than expected. NOVA will contact you as early as practical and offer the next realistic option.

A weather-related reschedule initiated by NOVA is not a customer cancellation and creates no customer cancellation fee. NOVA may adjust, postpone or reschedule work rather than compromise safety, finish quality or curing.

This protection is separate from a no-show or a location that is inaccessible, unauthorized or unsuitable for reasons within the customer's responsibility.

Contact NOVA as soon as plans change. Call or text (416) 300-9494, or email info@novaautocare.ca.