Cancellation policy

1. Cancelling within 10 minutes

Changing your mind happens. You can cancel a booking if both of these are true:

1. It is within 10 minutes of the time your booking was confirmed. That is the time on your confirmation text and invoice, once your payment went through.
2. Your tracking link is not live yet. The link goes live when your job becomes one of the next jobs for your driver that day. If you have not received a tracking link, it is not live.

If you meet both, we cancel the booking and release your time slot, so someone else can use it.

2. How to cancel

Call or text us, or send an email, within the 10 minutes. Say the name on the booking and your job number. We count the time we receive your request. We will confirm the cancellation by text message. If you do not get our confirmation, please call us so there is no doubt.

Phone: see our home page
Email: see our home page

We cannot move a booking to a new time. To change the time, cancel within the window and book again.

3. Your 25% credit

When a booking is cancelled under section 1, you get a one-time 25% discount on your next booking with us.

• It takes 25% off the service price of one future booking, before HST. HST is then worked out on the lower price.
• We send you the discount by text message or email within 1 business day of the cancellation.
• It is valid for 12 months from the cancellation, for one booking only, and it has no cash value.
• It stays with you. It cannot be sold, passed on, or combined with another discount.
• The card payment for the cancelled booking is not refunded. This is the cancellation arrangement you agree to when you book. We set aside a driver, a truck and a time slot for your booking, and the credit is our fair alternative.

4. After the window

After 10 minutes, or once your tracking link is live, the booking cannot be cancelled, because drivers are already planning their day around it. There is no credit and no refund for a booking cancelled later, or one you do not use. This includes a no-access visit (see section 5 of the Terms).

There is no contract and no minimum. You only pay for the visits you book.

5. When we cancel or cannot do the job

This is the other direction, and it is more generous to you. You choose a new time at no cost, or a full refund to your card, if:

• we cancel the booking for any reason, including bad weather, road closures or safety;
• we cannot arrive within 2 hours of your booked start time;
• we do not do the work you booked; or
• the snow is deeper than the level you booked, and you would rather cancel than move up a level (see section 4 of the Terms).

We refund to the card used, normally within 15 days. We do not make you wait for the credit in these cases.

6. If the work is not right

Tell us within 24 hours, with a photo if you can. If we missed a spot, we come back and fix it at no charge. If we cannot fix it, we will refund or credit a fair part of the price. More in section 9 of the Terms.

7. Your legal rights

Newfoundland and Labrador's Consumer Protection and Business Practices Act gives you rights that no policy can take away, including rights to cancel a distance contract in certain cases, for example if you were not given a copy of your contract, or if we do not provide the service within 30 days of the date we promised. If one of those rights applies to you, we will honour it, including a refund of what you paid within 15 days.

Where this policy and your legal rights differ, your legal rights win.

8. Contact us

TrueNorth Hub Corporation, operating as TrueNorth Snow
Happy Valley-Goose Bay, Newfoundland and Labrador, Canada

Phone: see our home page
Email: see our home page