## We’re Here to Help

# What if I need to change, reschedule, or cancel my appointment? What are the fees?

You can easily manage your appointment details, including rescheduling or cancellation, directly through your online **Account Portal**.

### How to Change Your Appointment

To make any changes to your appointment, simply log in to your Clutter account and navigate to the **Appointments** tab. Select your upcoming appointment to view your options:

- **Reschedule or Cancel:** You can select these buttons to change your appointment date or cancel the service entirely.
- **Modify Details:** By selecting "View/Edit Details," you can update the appointment address, change the Day-of Contact information, or edit the item-based information for a pickup or return.

#### **For Item-Based Changes (Adding or Removing Items)**

The process for updating your pickup or return inventory depends on how close you are to your scheduled appointment:

- **More than 72 hours out:** You can make changes yourself through the Account Portal. Select " **View & Edit Details**," then click the " **Add/remove Items**" button to update your inventory. **Ensure you click “Save Changes”** to update our system so our Live Operations team can prepare materials.
- **Less than 72 hours out:** The portal will lock, and you will not be able to edit item details.  - If it is only a change of a few items, it is typically okay to proceed without needing to modify the details in the system.
  - For larger or more complex inventory changes, you must contact our **Customer Experience team** by selecting the " **Contact Us**" button for further assistance.

### Cancellation & Rescheduling Fees

To avoid incurring a penalty fee, you must cancel or reschedule your appointment at least 48 hours in advance of the scheduled date and time.

| I need to... | When | Fee Incurred |
| --- | --- | --- |
| **Cancel or Reschedule** | More than **48 hours** before the scheduled appointment. | $0 |
| **Cancel or Reschedule** | Within **48 hours** of the scheduled appointment. | **$100 Fee** |
| **Cancel** | On the same day as the scheduled appointment. | **$200** |

**Example:** If your appointment is scheduled for Wednesday with a 9:00 AM arrival window, you must cancel or reschedule by Monday at 9:00 AM to avoid the $100 fee.