Cancellation & Scheduling Policy
Outdoor appliance care depends on route planning, weather, access, and grill condition. This policy explains how Pure Grate handles scheduling, rescheduling, cancellations, and access issues.
Appointment requests
A quote request, text, email, or form submission does not guarantee an appointment until Pure Grate confirms the service area, scope, date, arrival window, access details, and any required deposit or preparation steps.
Rescheduling
Customers should request rescheduling as early as possible. Pure Grate may reschedule because of weather, route constraints, unsafe access, technician availability, emergency issues, or conditions that make outdoor work impractical.
Weather and outdoor conditions
Grill cleaning and restoration are outdoor service activities. Rain, lightning, extreme heat, severe cold, high wind, unsafe surfaces, poor visibility, or other conditions may require delay or rescheduling. Pure Grate will prioritize safety and reasonable service quality.
Customer cancellation
If a customer needs to cancel, the customer should contact Pure Grate by phone, text, or email as soon as possible. Cancellation terms may vary when parts have been ordered, a deposit has been paid, route time has been reserved, or a technician is already in transit.
Access problems and no-shows
If Pure Grate arrives and cannot access the grill, cannot reach the customer, encounters unsafe conditions, or the customer is not ready for the confirmed appointment, the visit may need to be rescheduled and a trip or cancellation fee may apply when previously disclosed or reasonable under the circumstances.
Deposits and materials
Deposits, special-order parts, materials, and pre-approved preparation costs may be non-refundable depending on timing, supplier rules, and work already performed. Completed services remain payable.