Over the last few months we have experienced a high number of last-minute cancellations and ‘no-shows’ (where the customer does not attend the appointment at all and did not cancel). We do understand that things come up and a customer can’t make the appointment, but whether it is a Stylist booked out for more than 3 hours for a colour service, or a student that has travelled far for a booked client service, late cancellations and no-shows can be much more than an inconvenience for us.
Cancellations are ok when they are more than 24 hours in advance of the appointment, but less than that and it is highly unlikely we can fill your appointment slot. No-shows (where a customer simply does not turn up), leave us with a stylist booked out and no chance of filling the appointment slot.
As of August we have introduced this Fair Policy, where reasonable fees apply in certain circumstances.
As part of the booking process, all clients will be required to provide payment details, nothing is charged at the time of booking, however fees may be charged as follows:
less than 24 hours before appointment:
10% of the booked service price
No show (Client does not arrive and did not cancel):
30% of the booked service price.
We urge all Customers to use the online booking (Fresha, app available – see below) to manage their appointments, from here you can easily view, amend and cancel upcoming appointments 24/7. This is easier than trying to phone/email us.
Questions about our Fair Policy, fees and payments
Q.Why have you introduced this policy?
A. To reduce the number of late cancellations and no-shows, and to recover a small percentage of the lost income that arises from these events, which are worth thousands of pounds a year.
Q. When will I be charged?
A. You will not be charged at the time of booking, and payment would be taken as usual in the salon at the end of the service. You would only be charged if you cancel less than 24 hours before the appointment (10% of the booked service price) or if you do not attend your appointment and did not cancel (30% of the booked service price).
Q. Can I get a refund or credit for any fees?
A. No, the fees cannot be refunded or credited