Cancellation Policy

What this policy covers

This policy applies to every appointment we book with you anywhere in the Greater Toronto Area — TV mounting, frame TV installs, wire concealment, projectors, video walls, soundbars, low-voltage cabling, wall hanging, and any service call or return visit. Homes and businesses both.

It applies however you booked: by phone, by email, or through the form on this site. It’s part of the terms you agree to when you confirm an appointment, and it’s the controlling document for anything to do with cancelling, rescheduling or missed appointments. Our service agreement and terms of service both defer to this page on those points — if any of them ever appear to disagree, this page wins.

One thing worth saying plainly: there’s no online booking system on this website and no self-serve cancel button. Real appointments are made and changed by talking to a person. That’s section 2.

How to cancel or reschedule

Two channels, both of which reach us directly:

Whichever you use, tell us four things so we can find your booking straight away: your name, the service address, the date and time we were coming, and whether you want to cancel outright or move to another day. That’s it.

When your notice actually counts

Notice is effective when we receive it, not when you sent it. A voicemail left overnight or an email sent on a Sunday hasn’t reached us until someone picks it up. So if you’re anywhere near the 24-hour line, call and speak to a person rather than leaving a message and hoping. A text or a message on social media isn’t a reliable way to cancel — use the phone number or the email address above.

The contact form on our contact page is fine for a general enquiry, but please don’t rely on it to cancel a booked appointment. Phone or email, every time.

The 24 hours notice rule

Here’s why it matters, and it isn’t bureaucracy. When you book, we assign a technician, a van and a block of that day to you, and we turn other work away to hold it. Twenty-four hours is roughly the point at which we can still offer that slot to someone else instead of losing it. Less than that and it’s usually gone.

The second half of the rule is the part people forget: if something blows up and you genuinely can’t give us a full day’s warning, tell us anyway, as early as you possibly can. Three hours’ notice is far better than none. A call at 7am beats a locked door at 10am, every time.

Rescheduling

Moving an appointment isn’t the same as cancelling it, and we’d much rather move you than lose you. If you give us at least 24 hours’ notice, we’ll move your appointment to the next date that suits you, subject to what’s available — no cancellation, no fee, no drama.

Where it gets tighter is inside the 24-hour window. At that point the slot is effectively spent whether you cancel it or move it, so talk to us as soon as you know. Call, explain what’s happened, and we’ll tell you honestly where you stand before anything is charged or committed. We’d rather have that conversation than surprise you afterwards.

If you need to move an appointment more than once, that’s usually fine too — just keep us in the loop each time.

Late cancellations and missed appointments

A missed appointment is a real, concrete loss for us: a technician paid for the day, fuel and time across the GTA, parking, and a slot another customer wanted. So it’s worth being clear about what counts as one.

We treat it as a cancellation on the day if our technician arrives at the address on time and can’t start the work because:

• Nobody’s home, or nobody answers the door or the phone
• There’s no adult aged 18 or over on site to let us in and approve placement
• We can’t get into the building — no elevator booking, no security clearance, no gate code, no parking we can legally unload from
• The work area is blocked, unsafe, or full of furniture and belongings that haven’t been moved
• There’s no working power or no usable light at the mounting position
• Anyone on site is abusive or threatening toward our technician

Our technicians will call before writing off a visit — we’re not looking to bill you for a wrong turn or a phone that was on silent. But we can’t hold a van outside your building indefinitely while the rest of the day’s bookings slip.

Where a trip is wasted for one of the reasons above, the appointment is treated as cancelled, and the rebooking terms in section 7 apply if you want to book with us again.

What we need from you before we arrive — access, a clear work area, power, parking, your equipment on site — is set out in full in our service agreement. Five minutes with that list is the cheapest insurance there is against a wasted trip.

When the site isn’t ready

Sometimes everyone’s there, the door’s open, and the job still can’t go ahead. The usual causes:

• The wall won’t safely take the equipment, or it’s a construction we can’t mount into without reinforcement first
• Permission to drill isn’t actually in place — the landlord, condo board or property manager hasn’t signed off
• The TV, mount, bracket or cables aren’t on site, or aren’t what the booking was based on
• What we find on site is a materially different job from the one you described, and you’d rather not proceed at the revised price

When that happens we stop, explain what we’re looking at, and give you a straight answer and a revised price rather than pushing ahead with something we don’t think will hold. Nobody wants a TV on the floor in six months.

Your responsibilities around wall suitability, disclosing what’s inside a wall, and getting permission to drill are set out in our service agreement — they’re not repeated here. Where a visit is lost because one of those wasn’t in place, it’s treated the same way as section 5.

Rebooking after a cancellation

This is the part of the policy that has real teeth, and it’s been our published rule for years. Cancelling doesn’t generate an invoice on the spot — but it does change the terms if you come back to us later.

What that means in practice

• The $140 and the job total are both paid before the new appointment, not on the day.
• Credit card and Interac e-Transfer are the two methods we accept for it. We don’t take payment through this website — there’s no checkout here, so we’ll arrange it with you directly.
• Once that prepayment is made, cancelling the rebooked appointment means the money isn’t coming back. That’s the whole point of it, and we’d rather you know before you pay than after.
• If the rebooked job goes ahead as planned, the prepaid amount is simply your payment for the work. It isn’t an extra charge on top.

To be clear on one point: an appointment we cancelled or moved (see section 9) is not a cancellation by you, and doesn’t put you into this section. Neither does an appointment you cancelled with proper notice and never rebooked, until the day you decide to book again.

Refunds

Short version: for a normal booking there’s nothing to refund, because you pay us when the work is done. Refunds only really come up around the prepayment in section 7.

When money isn’t returned

• You prepaid under section 7 and then cancelled the rebooked appointment. That prepayment is non-refundable — it says so in the rule and it’s the reason the rule exists.
• You prepaid under section 7 and the appointment was lost to a missed appointment or a site-readiness problem under sections 5 or 6. That’s a cancellation on the day.

When money is returned

• You prepaid, we cancelled, and you’d rather not rebook — you get the full amount back, including the $140. See section 9.
• You were charged for work we didn’t carry out, or charged the wrong amount. Tell us and we’ll fix it.
• Any refund Ontario consumer law requires us to give. See section 11 — that one isn’t ours to write around.

Where a refund is due, it goes back by the same method you paid — to the card that was charged, or by e-Transfer to the address the payment came from.

When we have to cancel

It happens, and it’s only fair that it costs you nothing when it does. We may have to cancel or move your appointment because of:

• Severe weather, or road conditions that make getting across the GTA genuinely unsafe
• Illness — we’re not sending a sick technician into your home
• A vehicle breakdown, or a tool or equipment failure we can’t work around
• An earlier job that turned out to be far bigger than anyone expected
• Site conditions we judge unsafe to work in
• Anything else genuinely outside our reasonable control (see section 10)

What you get

• A call as early as we can make it. Not a text at the appointment time.
• Priority on the rebooking. You go to the front of the queue for the next slot that works for you, at no extra cost.
• The same price. Moving the date because of us doesn’t change what you were quoted.
• Your money back if you’d rather walk. If you prepaid under section 7 and don’t want to rebook, you get the full prepayment refunded, the $140 included.
• No mark against you. A cancellation by us never counts as a cancellation by you under section 7.

Weather and things nobody controls

This is Toronto. Between roughly November and March, a booked morning can turn into an ice storm, a snow-day driving ban or a closed stretch of the 401 with no warning at all. Add power failures, flooding, fire, public-health measures, strikes, building lockdowns and a condo denying elevator access on the day, and there’s a real list of things that can stop a job neither of us caused.

Where an appointment is prevented by something genuinely outside either side’s reasonable control, neither of us is in breach. We reschedule as soon as it’s safe and practical, at no extra charge, and no cancellation fee or section 7 consequence applies to you. If it can’t be rescheduled at all and you prepaid, you get your money back.

The flip side is fair too: if it’s genuinely unsafe for you to be at home, or your building is shut, tell us as early as you can and we’ll treat it the same way. Common sense both directions.

Your rights under Ontario law

In plain terms: the terms above apply to the extent the law lets them, and no further. If you’re a commercial or business customer rather than a consumer, they apply in full.

Nothing here affects the one-year material and workmanship warranty on work we’ve already completed — that’s a separate promise and it lives in our service agreement.

If you disagree with something here

Talk to us first. Genuinely — most disputes about a cancellation come down to a missed message or a misunderstanding about the date, and one phone call sorts it. Call (647)-839-5215 or email info@gtatvwallmounting.ca, tell us what happened and what you think the right outcome is, and give us a fair chance to put it right.

If we can’t sort it that way, both of us agree to try in good faith to settle it directly before starting a formal proceeding.

This policy is governed by the laws of the Province of Ontario and the federal laws of Canada that apply in Ontario. The courts of Ontario have jurisdiction over any dispute — which includes the Small Claims Court, where most disagreements of this size belong anyway.

Changes to this policy

We can update this policy from time to time — if our process changes, we’d rather the page say so than quietly not match reality.

The version published on this page when you confirm a booking is the one that governs that booking. A later change doesn’t reach back and change an appointment you’ve already made. The “last updated” date at the top and bottom of this page tells you which version you’re reading.

If we don’t enforce something once, that doesn’t mean we’ve given up the right to enforce it later. And if a court ever finds one part of this policy unenforceable, the rest of it stays in force.

How to reach us

GTA TV Wall Mounting
111 Inverlochy Blvd Unit 903, Thornhill, Ontario L3T 3R7
Phone: (647)-839-5215
Email: info@gtatvwallmounting.ca

The cities we cover are listed on our service areas page. Anything above unclear? Get in touch before you book, not after — we’ll give you a straight answer.