Service Visit Scheduling & Cancellation Policy
Where onsite service is part of SSi purchase agreement, violations to scheduling via cancellation and/or no-show are subject to penalties stated below.
• Scheduling Commitment – Customer and Super Systems Inc. (SSi) shall agree upon and schedule onsite start dates which signals SSi to allocate personnel, arrange travel, and procure necessary materials in advance to ensure successful completion of the service. SSi will issue an email confirmation of the scheduled date at least ten (10) working days prior to the visit and an acceptance email will be provided by the Customer to SSi to serve as agreement to schedule and proceed with onsite work. Call Project Engineering Manager at 513-772-0060 to discuss changes in service schedule.
• Cancellation Policy – If the Customer cancels the onsite visit within ten (10) working days of the agreed date, a cancellation fee of $3,000.00, plus any incurred or non-refundable travel expenses, will be charged.
• No-Show Policy – If SSi personnel arrive onsite and the service cannot proceed due to the Customer’s equipment, site, or personnel not being prepared or available, the visit will be deemed a cancellation. In such cases, a fee of $3,000.00, plus any incurred or non-refundable travel expenses, will be charged.
• Rescheduling – If a scheduled onsite visit is a Cancellation or a No-Show occurs, rescheduling will be based on the next available opening in SSi’s service schedule. Priority scheduling cannot be guaranteed, and lead times may vary based on existing commitments and subject to abovementioned policies.