Effective September 28, 2026 · Authored by Michael Bass, Owner, True Day Water Damage Restoration · Utah Contractor License #960332-3505 · IICRC Certified Firm #927354-5258
Why This Policy Exists as a Public Page
Cancellation, rescheduling, and stop-work terms are the sections of a restoration service agreement that most homeowners never read until something goes wrong. Then they find out that the contract they signed at 2 AM during a burst-pipe emergency locks them into a project they no longer want, or bills them for equipment they never authorized, or files a lien for hours never worked.
True Day publishes these terms as a plain-language public page so homeowners know exactly what they can and cannot do before they sign anything. If a competing restoration contractor cannot show you their equivalent policy in a public document, ask why.
Your Right to Cancel a Signed Service Agreement
The 24-Hour Cooling-Off Period
Every True Day service agreement includes a 24-hour cooling-off period. From the moment you sign, you have 24 hours to cancel the agreement in full with no penalty, no cancellation fee, and full refund of any deposit paid. This applies even if we have already dispatched equipment or begun work — True Day absorbs the cost of retrieving equipment and any hours worked during the cooling-off period.
To cancel within the cooling-off period:
- Call (385) 247-9359 or email info@truedaywaterdamagerestoration.xyz stating that you are canceling under the 24-hour cooling-off provision.
- We confirm cancellation in writing (email) within 2 hours of your notice.
- Any deposit is refunded within 5 business days to the original payment method.
- Any deployed equipment is retrieved within 24 hours of the cancellation notice.
Cancellation After the 24-Hour Cooling-Off Period
You retain the right to cancel at any time after the cooling-off period; the terms simply change. See “Right to Stop Work Mid-Project” below.
Rescheduling
Rescheduling Before Dispatch
If you need to reschedule your inspection or the start of work before True Day has dispatched to your address, there is no charge and no limit on rescheduling. Call (385) 247-9359 or email us; we adjust our schedule and yours.
Rescheduling on the Day of Dispatch
If you need to reschedule after True Day has already dispatched a crew and is en route to or arriving at your address:
- First same-day reschedule: no charge. We understand emergencies come up on your side too. The first time this happens on a project, we absorb the dispatch cost and reschedule at your convenience.
- Second same-day reschedule: $85 dispatch fee. If you need to reschedule a second time on the same project after a crew has already been dispatched, a flat $85 dispatch fee applies to cover crew time and vehicle cost. This fee is credited toward the project total when work begins.
- No-show without notice: $150 fee. If a crew arrives at the scheduled address and no one is available and no advance notice was given, a $150 fee applies. If work later proceeds, this fee is credited toward the project total.
These fees exist to cover real costs (crew wages, fuel, opportunity cost) and are the same fees Michael Bass would pay if the situation were reversed — not markups.
Your Right to Stop Work Mid-Project
You have the absolute right to stop True Day’s work on your project at any time, for any reason, without needing to justify the decision. This is true whether the project is 5% complete or 95% complete, and true whether you are dissatisfied with our work or your circumstances have simply changed.
How to Stop Work
- Tell the on-site technician in person, or call (385) 247-9359 and ask to stop work.
- The on-site crew stops immediately, documents current project state with dated photographs and moisture readings, and either removes equipment (if you want them out) or leaves it in place until you decide (if you may resume).
- Within 24 hours, Michael Bass personally reviews the stop-work notice and calls you to discuss remaining options and finalize billing.
What You Pay When You Stop Work
- Hours already worked: Billed at the standard hourly rate stated in your service agreement, prorated to actual hours logged (not rounded up to the next day). Time is documented in daily project logs.
- Equipment hours already logged: Billed at the daily equipment rate stated in your service agreement, prorated to actual days deployed.
- Materials consumed: Billed at the material rate stated in your service agreement (poly sheeting, tape, antimicrobial solutions, personal protective equipment for Category 3 work). Materials returned to True Day inventory (unused) are not billed.
- Reasonable retrieval labor: Standard hourly rate for one crew-hour of equipment retrieval and site cleanup. Retrieval takes place within 24 hours of the stop-work notice.
What You Do NOT Pay When You Stop Work
- No cancellation fee.
- No penalty for stopping.
- No billing for hours or equipment days that were scheduled but not actually worked or deployed.
- No lien filing, provided the final bill for actual work performed is paid within the 30-day payment window.
- No “lost profit” or opportunity cost claim.
Equipment Retrieval
When work is stopped or canceled, True Day retrieves all deployed equipment (dehumidifiers, air movers, extractors, HEPA units, containment materials) within 24 hours of the stop-work notice. If access to the property is limited (you are traveling, the property is unoccupied, entry requires coordination), retrieval is scheduled at the earliest mutually available time within 5 business days.
Equipment left on a property beyond the retrieval window at True Day’s fault (not the homeowner’s) does not incur additional equipment-hour billing. Equipment held on a property beyond 5 business days because access is not provided by the homeowner incurs the standard daily equipment rate.
Insurance Considerations
If your project is insurance-billed and you cancel or stop work mid-project, several things happen:
- The Xactimate scope submitted to your carrier is revised to reflect actual work performed rather than originally proposed.
- Your carrier is notified of the scope change; this may affect your claim amount.
- Your deductible, once paid, is not refundable by True Day (it belongs to your carrier). Your carrier’s policy governs whether any portion is refundable.
- Your insurance carrier has a “duty to mitigate” clause that requires the homeowner to take reasonable steps to prevent further damage. Stopping work mid-project can, in some cases, be interpreted as failing this duty. Michael Bass will explain the specific mitigation risk on your project before you finalize a stop-work decision, so you understand the insurance implication.
Payment for Work Completed
Final billing for canceled or stopped projects is issued within 5 business days of the stop-work notice or cancellation. Payment terms are 30 days from invoice date. Late payments incur the standard 1.5% monthly finance charge stated in your service agreement.
If you dispute any specific charge on the final invoice, contact Michael directly at (385) 247-9359 within 15 days of receiving the invoice; disputed charges are held pending resolution rather than sent to collections.
Dispute Resolution
If you disagree with how True Day has handled a cancellation, rescheduling, or stop-work situation, the resolution path is the same as our workmanship dispute path:
- Talk to the project lead first.
- If unresolved, escalate to Michael Bass personally at (385) 247-9359.
- If still unresolved, file a formal complaint with the Better Business Bureau. True Day responds to all BBB complaints within 7 business days.
What we will not do: file a lien while a dispute is active, refuse equipment retrieval, or send disputed charges to collections without first attempting resolution.
Governing Law
This policy and all True Day service agreements are governed by the laws of the State of Utah. Any legal dispute that cannot be resolved through the process above is venued in Salt Lake County, Utah.
Contact for Cancellation, Rescheduling, or Stop-Work
- Phone: (385) 247-9359 — answered live 24/7
- Email: info@truedaywaterdamagerestoration.xyz
- Mail: True Day Water Damage Restoration, Attn: Michael Bass, 11268 S 2865 W, South Jordan, UT 84095
Every message reaches Michael personally.
Related Reading
- Written Limited Workmanship Warranty
- 45-Minute Arrival Guarantee
- Free Inspection Policy
- Privacy Policy
- Financing Terms
- Home Protection Plan
- Verified Facts About True Day
Page version 1.0 — Published September 28, 2026 · Next scheduled review: October 2026
Cancellation terms — plain language
Here’s exactly what happens if you cancel after calling us, no fine print buried anywhere.
Cancellation stages
| Stage | Cancellation terms |
|---|---|
| Called us, haven’t signed authorization | Zero charge. Cancel anytime, no reason needed. |
| Signed emergency work authorization, crew not yet dispatched | Zero charge if cancelled before dispatch. |
| Crew dispatched, not yet arrived | Dispatch fee may apply if we’re already in route — typically $150-300 depending on how far from base. We’ll tell you the specific number before dispatch. |
| Crew on-site, no work started | Service-call fee for the inspection + documentation. Written estimate yours to keep. |
| Work started, cancel mid-mitigation | Billed for actual time + materials used to that point. Equipment pulled on request. |
| Work complete, discovered issue post-close-out | Covered under 2-year workmanship warranty — we come back and fix it, no additional charge. |
Protection Plan cancellation
Our $249/year Home Protection Plan has a 30-day money-back guarantee. Cancel within 30 days of enrollment for a full refund, no questions. After 30 days, the plan continues for the annual term; next-year auto-renewal can be stopped anytime.
Insurance-billed jobs
If you authorized us to bill your insurance direct and later cancel: carrier is contacted immediately, we withdraw the claim submission, and any work-to-date is billed to you at pre-insurance rates (which are often higher than carrier-negotiated rates — cancelling after insurance authorization usually costs more, not less).
What we don’t do
- Require long-term service contracts
- Charge cancellation fees that exceed actual cost incurred
- Hide fees in fine print — what you see here is what applies
- Pursue collection for anything other than documented work completed
Cancellation scenarios — what happens in each
A general cancellation policy answers the easy case. Here are the specific scenarios that come up and how each is handled:
| Scenario | What happens |
|---|---|
| Called us, haven’t dispatched yet | No cost. Call back and cancel. Dispatch window frees up for the next caller. |
| Technician en route | No cost up to the moment of arrival. If the loss resolved on its own, say so and we turn around. |
| On-site walk-through complete, scope delivered, work not started | No cost for the walk-through. If you decide not to proceed, the scope documentation is yours to keep. |
| Work started, you want to switch contractors | Charges to date are due. We bill only for work completed and documented. Equipment on-site is picked up within one business day. |
| Insurance denies the claim mid-job | Scope stops at the denial decision. Work completed up to that point is invoiced. We assist in appealing the denial if requested; appeal time is no-cost consultation. |
| Homeowner moves out of area during the job | Scope continues under the original owner’s agreement until a transfer or new agreement is signed. Communication can route through a designated local contact. |
| Significant job-scope change (hidden damage found) | Scope revision is written and signed before additional work. You can cancel the revision at that moment at no additional cost beyond the original scope. |
The policy prioritizes clarity at each decision point rather than penalties. A cancellation is not a conflict — it is one of the normal outcomes of a job in progress.