Fridge Defrosting 1 hr before BT

Definition
Many refrigerators with freezer compartments accumulate ice, especially in older or manual-defrost models. If the ice is not melted before service begins, it prevents thorough cleaning, as the frozen buildup cannot be scraped or cleaned without risk of damage. We require customers to switch off the fridge and defrost it at least 1 hour before the booked time (BT) to ensure the ice melts naturally. This enables our professionals to clean all compartments effectively and safely.

Why it’s OOS
If the fridge has not been defrosted, our professionals cannot access certain sections or clean them effectively without risking damage to the appliance. This makes the service incomplete and outside the standard scope

How to check visited cancellations?
- Mandatory to call customer and understand the scope of work
- Check on Video call with partner on job issue 
- Ask partner to upload photo on chat details in logs section 
- Check partner/customer escalation ticket