Hi there...
I have a 24 hour cancellation policy, whereby if I have a no show or a cancellation after that time, I require 75% of the cost of booked treatment.
However...
I was "told" by a client that the policy is not legally binding, and is not worth the paper it is written on; if they don't pay then it's tough luck? 😮
If the cancellation is genuine (i.e: in excentuating circumstances) then I waive the first cancellation fee, but for subsequent cancellations from the same person I have tried to enforce it, with no luck 😡 I don't reschedule their appointments thereafter.
Any advice most welcome as this is a grey area for me.
Thanks in advance.
BH x
No, there is nothing to legally enforce people to pay a cancellation fee. Some do pay out of guilt, but most don't. I gave up trying to extract cancellation fees about 20 years ago. Now, I put it down to bad manners (especially the worst offenders who simply don't show up!) - if they call to rebook, I make sure that I am very busy for at least the next 10 days. I only give any offenders 2 chances. Luckily, my group of clients are very punctual - if anyone doesn't show there is a genuine reason, and if they cancel less than 24 hours in advance, it is generally due to infection.
I believe it's a fine line and depends on how you have handled the booking.
If you made it clear when the client was booking that there is a no-show/cancellation policy and you have given them the details and they have agreed to this (make a note next to the booking that they have agreed the terms and conditions), then you would generally let them off the first time and upon subsequent bookings make it clear that you have waived the cancellation charge the first time but can't do that again as it is causing you a loss of business. If they subsequently fail to show or cancel without sufficient time (and without good reason) then you may be able to seek compensation through the small claims court for loss of business.
Verbal agreements can sometimes be worth just as much as those written on paper should you wish to persue it.
Love and Reiki Hugs
not sure about the legality of cancellation charging but I have had similar experiences and for people who have done that in the past I make them pay in advance and offer them a 5-10% discount which goes down really well.... 🙂
No they are not legally binding
and
I find that if you try to enforce it you won't get custom from that person again so for the sake of your business I wouldn't enforce it and in the long run you'll get your money back if they continue treatment.
I like to tell them nicely that you could have had a paying client if they had give you notice and please in future give 24 hours, i've never had a second cancellation within 24 hours after that.
Hi ya
I mention a cancellation fee on my practice leaflet just to get rid of timewasters. To be honest if some one messes me twice it's time to dump them! Isn't part of the therapy for the client to take responsibility for their own healing, including turning up to the appointment???
Cheers
Reiki Pixie
Isn't part of the therapy for the client to take responsibility for their own healing, including turning up to the appointment???
I absolutely agree with you here!! 😉
I think you need to make the point clear to clients. Basically what we are implying is 'If you need to cancel please do so at least 24 hrs before' Legally binding or not, what you are doing is setting an expectation.
Thanks for al the replies and advice.
I make it clear on all my literature that I have 24 hr cancellation policy and I do reinforce that expectation when I speak to new clients. It's just annoying when they don't adhere to it. I have in the past been VERY lenient with this policy but I am losing out on making a living when they do fail to show/or cancel last minute.
There is a fine line between accepting that's just the way of the world, or watch your business suffer because of being nice and not upsetting the apple cart or a client that continues to cancel "last minute".
BH x