Cancellations
and No Shows Policy
Last minute
cancellations, service changes, late arrivals, and no shows cost the salon
thousands of pounds each year.
This has an incredibly
negative effect on the business, our Stylists, and the customers who cannot get
the appointment they want due to us being 'fully booked', or forced to wait while
we struggle to catch up with late clients and rearranged appointments.
In 2019, the
salon lost on average £1000 per MONTH to lost appointments due
to:
- Clients who cancelled without enough
notice for us to offer the appointment to anyone else.
- Did not show up at all without a
phone call.
- Arrived so late we no longer had the time
available to carry out their services.
- Changed their mind on the day of the
appointment and wanted a different service than what they had booked and either
had to rearrange or 'downgraded' to less expensive and time-consuming
services.
We
understand that things can crop up, emergencies happen, people get called into
work and public transport is not 100% reliable these days, but £1000 is our
wages, our rent, the food on the table. We also understand that there’s a big
difference between a long term, loyal client who always arrives on time, and
cancels last minute once because of a family emergency; and a repeat offender
whose grandfather has passed away 6 times in the last 12 months, this is why no-shows
and last minute cancellations are always recorded.
We politely
request that all clients respect our time, by respecting our cancellation
policy. Please understand that our cancellation policy is in place to protect
our business and client experience.
We believe
in mutual respect and therefore ask our customers to always inform us about any
emergencies that withhold them from arriving for their visit.
Should
a cancellation, service change, or date change be necessary, we request
a minimum of 24 hours’ notice from the time of the appointment. If the booking
was made on the same day, please notify us at least 3 hours prior.
Our salon is
committed to providing exceptional services. Unfortunately, when one customer
fails to show up without giving notice, cancel without enough notice, arrive
over 15 minutes late, or require a rescheduled appointment due to last minute
appointment changes, they prevent another client from booking an appointment. This
is why we operate a three-strike system for all our clients. Our salon
software system will flag, and add a note to your customer profile if you:
- Cancel without 24 hours’ notice (from
the time of your appointment).
- Arrive to your appointment and decide
you want to cancel, downgrade, or reduce the services you have booked,
resulting in lost appointment time.
- Arrive to your appointment and decide
you want a larger, more time-consuming service which we are unable to carry out
that day without making other clients wait, resulting in your appointment being
rearranged.
- Arrive more than 15 minutes late
resulting in us needing to rearrange your appointment so not to make other
clients wait for us.
- Do not show up for your appointment
without any prior notice.
If your
customer profile is flagged 3 times within a 12-month rolling on period, you
will no longer be able to make an appointment with us, or reserve Stylist time,
without paying a non-refundable deposit.
The amount
of deposit needed to secure an appointment with us in this instance is £10 per “appointment
block”. This means the amount will vary depending on the services wishing to be
booked, and amount of time needed to be booked out with our Stylists:
- Single Block - Blow Dry's &
any Cutting & Styling Services = £10
- 2 Blocks – Single process Colouring
&/or Highlighting Services = £20
- 3 Blocks - double process
Colouring &/or Highlighting Services (i.e. bleach & tone) = £30
- 4 Blocks – Triple process colours
such as colour corrections = £40
Deposits are
taken to secure a specific day, time, and service. Providing a client arrives
for that specific appointment and receives the service they have booked in for;
the deposit amount paid will be used against their final service cost.
However, if
a client cancels, no-shows, arrives too late or makes any last minute changes
to their appointment at short notice, once again causing disruption to our
appointment schedule, other clients, and resulting in more lost appointment
time; the deposit in non-refundable.
If the
client wants to rearrange and secure more appointment time, another deposit
will need to be taken for the new appointment, on the same terms as above.
A client’s
customer profile will continue to be monitored and deposits taken for all appointments.
If 3 consecutive appointments are honoured (with deposit taken), without any
problems, the note will be removed from the customers profile and they will no
longer need to secure an appointment with a deposit. Their customer profile
will revert to the usual 3 strike policy.
If a client
continues to cancel without enough notice, no-shows, arrives too late or make
last minute changes to this appointment, we have the right to refuse service.
Please note:
we have the right to refuse service at any time if a client has a history of
unreliability.
