Effective Date: January 1, 2026
This Cancellation & Scheduling Policy outlines how Pennate LLC (“Pennate”) schedules services, reserves time and resources, and manages cancellations, rescheduling, and no-shows. This policy applies to all services offered by Pennate unless otherwise stated in writing.
This policy supplements and is incorporated into Pennate’s Terms of Service.
1. Scheduling & Reservation of Time
When a service is scheduled, Pennate reserves dedicated time, personnel, and, where applicable, materials or logistical resources.
Scheduling a service constitutes a reservation of time and opportunity, regardless of whether work ultimately proceeds.
2. Cancellation & Rescheduling Windows
Cancellation and rescheduling notice requirements vary by service type:
Consultations & Advisory Services
- A minimum of 24 hours’ notice is requested for cancellation or rescheduling.
- Late cancellations or no-shows may result in forfeiture of applicable fees.
Delivery-Only Services (Plants, Mulch, Materials)
- A minimum of 48 hours’ notice is requested.
- Late cancellations may result in forfeiture of delivery fees or other charges.
On-Site Services, Installations & Project Work
- A minimum of 48 hours’ notice is required.
- Larger or more complex projects may require additional notice depending on scope.
Cancellation windows are intended to reflect the level of preparation, coordination, and opportunity cost associated with each service type.
3. No-Shows
A no-show occurs when Pennate arrives at the scheduled service location or prepares for delivery and the service cannot proceed due to customer unavailability, absence, or lack of access.
No-shows are treated as late cancellations. Applicable fees may be forfeited at Pennate’s discretion.
4. Site Access & Readiness
Customers are responsible for ensuring that the site is accessible, safe, and ready for service at the scheduled time.
Inability to perform services due to access issues—including locked gates, unsecured pets, unsanitary conditions, or other site-related limitations— may be treated as a late cancellation or no-show.
Site access requirements, including pet control and sanitation responsibilities, are governed by the Site Access provisions in Pennate’s Terms of Service.
5. Weather & Uncontrollable Events
Weather conditions, safety concerns, or events beyond Pennate’s reasonable control may require rescheduling of services.
In such cases, Pennate will make reasonable efforts to communicate and coordinate an alternative service date. Weather-related delays do not entitle customers to refunds.
6. Rescheduling Discretion
Pennate may, at its discretion, allow rescheduling of services without penalty. Courtesy rescheduling does not create an obligation or precedent for future appointments.
Repeated cancellations, rescheduling requests, or no-shows may require advance payment or limit future scheduling availability.
7. Policy Updates
Pennate reserves the right to update or modify this policy at any time. The most current version published on this website governs all scheduling and cancellation matters.