Plans change. Here’s exactly what happens when they do.
When you book, we place a $20 hold on your card. It’s a hold, not a charge. If you cancel while it’s free, or the shop cancels, the hold is released. If you keep the booking, the hold stays: after the shop inspects your car it becomes a hold for the price you agreed, and you’re charged that price once, when the job is done. The $20 isn’t added on top.
| What happens | |
|---|---|
| Cancel before the shop accepts your booking | Nothing. The hold is released. |
| Cancel within 15 minutes of booking, or 24 hours or more before your appointment | Nothing. The hold is released. |
| Cancel while a new time the shop proposed is waiting on you | Nothing. The hold is released. |
| Cancel at any other time before your car is at the shop | $20 from the hold. |
| Don’t show up | $20 from the hold. |
| The shop cancels or declines, or your request expires before the shop confirms it | Nothing. The hold is released. |
Why there’s a late fee. The shop set aside a bay and a technician for you. Inside 24 hours, that time can’t be filled.
Rescheduling is free. You can move a booking yourself in the app twice, as long as the appointment is at least 12 hours away and the new time is at least an hour out. The shop confirms the new time; if it can’t take it, it can propose another or decline, and a declined booking ends with nothing charged. Your hold moves with the booking, and the 24-hour window counts from the new time. After two moves, or inside 12 hours, message the shop — it can propose a new time for you to accept.
No-shows. If your car hasn’t arrived, the shop can mark the booking a no-show once its wait time has passed: 30 minutes after your appointment time unless the shop has set its own, between 15 minutes and an hour. If nobody marks it, it’s marked automatically 10 minutes after that, or an hour after your appointment time, whichever comes first.
Once your car is at the shop, you can’t cancel in the app. Tap “Request to cancel & pick up car” and the shop will release it, or tell you why it can’t yet. A release follows the same rules as a cancel — after the free window, that’s $20 from the hold — unless the shop waives it.
Once work has started, cancellation isn’t available in the app. Message the shop directly and they’ll sort it out with you.
If you don’t answer the first estimate. After inspecting your car, the shop sends its price. If it’s inside the range you saw when you booked, it’s approved for you. If it’s above, you have 24 hours to approve or decline it in the app. Declining costs nothing: the shop then sends a new estimate, does the work you already agreed to, or releases your car — and if it releases your car, the hold is released and nothing is charged. If the first estimate goes unanswered for 24 hours, $20 from the hold goes to the shop for the inspection.
Holds and refunds. A released hold isn’t a refund — nothing was charged — but your bank may take a few days to drop it. Refunds go back to your original payment method, usually within 5–10 business days. Your bank controls the last step.
Charged in error? For a completed job, open the booking in the app and tap “Something not right?” within 14 days of the final charge. For a cancellation or no-show fee, go to Support and choose “Dispute a charge.” A person will look at it.
When you cancel in the app, it tells you before you confirm whether it’s free or what it costs. If your car is already at the shop, any fee is set when the shop releases it. This page summarizes Section 6 of the Terms of Use; if anything here differs from the Terms, the Terms govern.