to wonder if this charge is fair?

[Littlebitletdown]

I have a weekly appointment.

I cancelled one 4 days before I was due to attend. 1 day later (3 days before) I asked if I could attend after all. The appointment time was no longer available. Fair enough.

However I was still charged for the appointment as the charge is only waived in an emergency (I didn't have an emergency).

(At the time I gave notice this was because last minute cancellation seemed rude, it wasn't to avoid a charge.)

I can see that the policy was followed and if I wasn't charged then I could cancel willy-nilly which wouldn't be fair on the professional managing a business. This is what I thought at the time and was happy to pay.

On reflection I'm wondering - is it fair to think if I'm going to be charged then the allocated time should be kept free? I can't quite make my mind up if that is reasonable or not. On balance I think IABU.

(Did anyone follow that?! )

Seems a bit harsh to not give you any leeway once you have made an appointment. They are just setting themselves up for people not to cancel, just not turn up at all if they can't make it. I mean there is no incentive to let them know. Very odd!

I see what you mean. This is why I no longer cancel budget flights etc that I can’t make - they don’t refund anyway plus they’ll sell the seat at a higher price.

If the appointment time is no longer available, they have booked someone else in, so what exactly are they charging you for? It’s not as if they stood twiddling their thumbs for the duration of your appointment. I’d certainly question it. Had they not been able to fill the slot you booked, I’d fully understand them charging you for their time.

Sorry if I've misunderstood but what your saying is you think they shouldnt give the appointment away even when you have cancelled?

they shouldnt give the appointment away even when you have cancelled?
Given the charging policy, yes, that's what I'm wondering.

It’s perfectly fine for them to re-sell your appt but then to not let you have the appt when you asked but still charge you for it is a bit cheeky

Basically they are getting paid double for that slot. That is weird but if that is their policy, so be it. Just no incentive for any customer to tell them other than politeness. Not v professional imo.

It depends what the appt is for. The slot may not have been resold, it may have been kept clear for admin purposes or other scheduling reasons.

Sorry I dont agree. There a business. I wouldn't want an appointment going empty when someone could need it. I understand your feelings with asking for it back but if they've already sold it i can't really see how them having to cancel with the second person thats apaid being fair either.

Yes but then they shouldn't charge her!
There was a similar thread iirc where someone didn't need their cm for a day. They were told they'd be charged. Later they asked yo send their child after all only to be told the place was filled.

I don't think it is unreasonable of them to re-allocate to someone else. I feel it is unreasonable of them to charge you with four days notice given.
But, then again, I suppose it depends on what the appointment was for.

I was fine when told it had been reallocated. Just surprised to be charged.

Oh well, I guess maybe neither of us was unreasonable.

If their policy is to charge for cancelled appointments and you make an appointment then you're agreeing to that. You need to pay.
The person who took your time, would have just been given a different time if you had kept your booking; so somewhere down the line, there's probably an empty slot - that's why they charge people who cancel. They aren't earning double; they're just guaranteeing that they get paid for the all the.times they expect to work. Of course, they could be completely full booked, but that doesn't mean you can avoid paying.

I think that's quite cheeky of them. They should have made it clear at the time you cancelled they would be charging for the cancellation. If they didn't then I'd refuse to pay. But if you knew about the charge then I don't think you can then ask for the appointment to be re-instated.

I personally think that if they fill the spot they should waive the fee, and if they don't then charge the fee. That way they don't lose any money and it keeps customers happy.

I don't think what they've done is unfair as such, as the cancellation policy is obviously accessible so you know that you will get charged regardless and they've followed their policy.

I don't think if that's what it is in your case but this is the policy for most therapists in private practice. All missed and cancelled sessions have to be paid for as the time is held for you. Made clear at the outset, and perfectly fair.

However, I think in that case when you wanted the appointment back you should have got it back. It sounds to me it could just be one of those things - maybe they wanted to use the now empty slot in their day to run an important errand and didn't expect you to ask for it back after all. There are lots of other reasons why it's no longer available than for it to have been allocated to another paying client.

I'm afraid as a business owner, I do this. (Though I'd give 50% back if queried).
I charge because of the extra admin involved for me. Then if I do fill it and end up with 50% more, I consider it one of the perks of running my own business.

The cancellation charge is to cover their losses for the late cancellation. In this case as they had no losses due to reselling the cancelled appointment they should refund the charge. That's the legal side. Even if in the contract it is an unfair contract term. They are only able to cover their losses not profit from the cancellation.

My physiotherapist's policy is that if you cancel within 48 hours you will be charged unless they can fill the appointment in which case you won't have to pay. You can cancel without any penalty at all if you do so earlier than 48 hours before the appointment.

I suppose weighing up whether what you describe is reasonable or not depends on what sort of business it is?

You should have turned up for the appointment anyway. Either they see you, or they are unable to, in which case it's their fault not yours.

They are taking you for a ride. Refuse to pay.

I think their policy should be "you will be charged unless another person takes your appointment slot" otherwise they are receiving double and like others said, whats the incentive in cancelling.

If you just didn't show, they wouldn't have found a replacement for the slot and you would have been charged.

If you give advance notice and they manage to fill the slot, then you shouldn't be charged...its a business and it would help keep customers happy, repeat custom etc. Just my thought

What Avasarala said is right. In addition, if we’re talking about psychotherapy, the fact that you’ve missed an appointment doesn’t actually mean that the therapist has stopped their side of the work. I’ve spent whole sessions in supervision talking about the many issues that arise when clients can’t, don’t or won’t make their appointments. Supervision that I, in turn, have to pay for.

I think in view of their inflexibility in your case I'd go somewhere else. Their loss of business. I think 4 days is quite a bit of notice especially as they filled the appointment. But they couldn't exactly cancel the appointment for the person who had booked yours and give you your appointment back. They should have offered to re-schedule your appointment if you gave 4 days notice.

Maybe they've had a lot of cancellations because of the bad weather so their takings are really down this week.

I'd ask them if they'll credit your fine; or some of it, towards your next appointment. That seems reasonable given that they did fill your cancelled appt.