Cancellation & Refund Policy

Last updated: 19 August 2026

1. Customer Cancellation

Customers may cancel a service request at any time by contacting HEA. Depending on the stage the request has reached — for example, whether a Service Provider has already been dispatched or is en route — a cancellation charge may apply to reflect time and distance already incurred.

2. Service Provider Cancellation

Where a Service Provider is unable to complete an accepted request, HEA's platform is designed to attempt to identify an alternative available Service Provider. Where this is not possible, the Customer will be informed and any payment taken will be handled in line with this policy.

3. Failed Attendance

If a Service Provider fails to attend a confirmed request without reasonable explanation, the Customer should contact HEA so the matter can be investigated and resolved.

4. Refund Eligibility

Refunds may be issued where a service was not provided, was cancelled before a Service Provider was dispatched, or where an error occurred on HEA's part. Eligibility is assessed on a case-by-case basis.

5. Partial Refunds

Where part of a service has already been carried out — for example, a Service Provider has travelled to the location before a cancellation — a partial refund may be issued reflecting the work and costs already incurred.

6. Duplicate Payments

If you believe you have been charged more than once for the same service request, please contact us immediately at support@heaapp.com so this can be investigated and corrected.

7. Incorrect Customer Information

Where a service request cannot be completed due to inaccurate information provided by the Customer (for example, an incorrect location or vehicle description), any applicable charges already incurred may not be refundable.

8. Exceptional Circumstances

HEA will consider refund requests arising from exceptional circumstances on a case-by-case basis. Please contact us with details of your situation.

9. Contacting Support

To request a cancellation or refund, or to raise any concern about a service request, please contact HEA:

Telephone: 07539168422
Email: support@heaapp.com