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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Cancelling session

68 replies

Jamielyn · 09/10/2019 19:50

Hi all,

I had a counselling session booked this evening, but I couldn't go due to childcare. I let the person know 4 hours in advance, I called and texted but they did not respond til 10 mins before my session.

They are now trying to charge me a missed appointment fee, but no where in their t&cs and the initial email they sent to me did they mention a cancellation fee for a missed appointment. Therefore, I believe it's ridiculous to charge this.

This is the first time I would have met with them, I understand it's my fault for letting them down but I had no other option.

AIBU to refuse to pay this when it was never stated?

OP posts:
insancerre · 09/10/2019 20:14

Of course YABU

Tableclothing · 09/10/2019 20:14

4 hours is not enough time for them to fill the appointment. YABU.

You said it was the first time you were due to meet - if you don't pay the fee it's very unlikely they'll agree to give you another appointment.

Lazysundays18 · 09/10/2019 20:17

YABU. 4 hours isn't enough time to fill a slot. She probably didn't reply because she was in sessions.

HeyNotInMyName · 09/10/2019 20:19

24hours or even 48hours is pretty standard as a cancellation rule for counsellors.
I appreciate that you haven’t met them so you probably haven’t gone through all the T&C with her yet but the reality is that that counsellor booked a slot for you and has missed that income by you not turning up. I would pay.

HeyNotInMyName · 09/10/2019 20:21

Btw if that person has been seing clients all day, she wouod have struggled to look and answer to any email or texts.
You cant assume that a counsellor will be able to pick a text at the drop of the hat whilst simultaneously assume you will get their full and undivided attention during your session....

Itsallpetetong · 09/10/2019 20:22

I understand it's my fault for letting them down but I had no other option.

Not their problem. Why should they go without a chunk of their earnings because you had a childcare issue? YABU and need to pay as they had no chance of being able to fill your slot with such short notice.

marblesgoing · 09/10/2019 20:22

I got this a lot. Hmm

Clients getting awkward when I requested a missed appointment fee with less than 24 hours notice Hmm

I'm quite often back to back so don't check business emails sometimes until the end of a day or if I get ten mins to eat il check them then.

Our livelihood relies on loyal clients turning up and not leaving us a lengthy space we cannot fill and a waiting list of other clients that can't come at a few hours notice due to children work etc etc so it's quite simple really.

You book,you turn up or give 24 min hours notice for cancellation.

If you don't give enough notice you receive a missed bill and a request for a 50% deposit that will be redeemed at the end of the service.

If you refuse to pay a deposit you don't get booked in and if you do pay a deposit and gracefully accept it as a part of business all good.

I have only three times in over 20 years charged full price for missed slots and I have taken deposits from two or three serial offenders which funnily enough never miss now. Wink

Starlight2004 · 09/10/2019 20:28

I do think it's odd that you have not been made aware of any policy regarding cancellations however I think at least 24 hours notice is pretty standard. So yes YABU. This is someone's business. If everyone cancelled last minute this person wouldn't be able to eat!

Beautiful3 · 09/10/2019 20:40

Yanbu you should still pay.

bookwormsforever · 09/10/2019 20:41

You should have been told about her cancellation policy. But you could have assumed she had a ‘cancel with less than 24 hours’ policy and you’d have to pay.

How is she supposed to find a new client in that time?

coconutpie · 09/10/2019 20:42

YANBVVVU. Pay up.

Teachermaths · 09/10/2019 20:45

YABU it's their job. They would have been there even if you weren't.

selfishcrab · 09/10/2019 20:46

I charge for less than 24 hours notice, if you've not met I would imagine it would be stated clearly in the contract that you would be given in the first meeting, it is very normal for a counsellor to work through the contract in person as it gives you both clear boundries of future sessions.

amijustparanoidorjuststoned · 09/10/2019 20:48

Just wanted to come on and say a HUGE thank you to everyone who has told the OP she is being unreasonable. Smile

I too am self employed and also enforce a 24 hour cancellation fee. I take deposits so the risk is minimal but there are those that cancel with less than 24 hours notice occasionally. I respect that life happens but again, my work is my livelihood and it isn't my fault that you've cancelled last minute!

So yeah, YABU.

EdersonsSmileyTattoo · 09/10/2019 20:48

YABU, as PP’s have said that is her livelihood, how do you expect her to fill that space within four hours when she’s probably been busy with clients all day?

You need to pay!

HavelockVetinari · 09/10/2019 20:53

YABU. Obviously.

smileylottie87 · 09/10/2019 20:54

Surely OP must be on a wind up here

Happierlife · 09/10/2019 20:55

YABVU. I had to give 3 days notice with my counsellor.

Would you allow someone to do the same to you? Let them cancel with 4 hours notice and not charge them?

CrystalShark · 09/10/2019 20:55

Of course YABU: four hours is incredibly short notice as it is. So whether they saw your message when it was sent or when they got a few minutes later in the day is irrelevant. In four hours, while probably seeing other clients, the counsellor won’t have had any opportunity to find someone else to fill the slot they’d blocked out for you.

You need to pay up. Of course, you could just refuse to pay and not see this counsellor, they’re unlikely to be able to pursue it legally given the costs involved and will have no choice but to write it off. But that’d be a completely dickish thing to do just because you can get away with it. So have some respect for the fact that this is their livelihood and you left them high and dry and make sure you pay.

LL83 · 09/10/2019 20:55

Yabu. Probably a reverse.

GettingABitDesperateNow · 09/10/2019 20:57

YABU. You havent signed a contract because you havent been in yet. Most ore booked things have a 24 hour cancellation. Yea you gave her 4 hours notice but she is unlikely to have been able to fill this slot so has lost out on income.

I guess if you refused then she is unlikely to pursue it since you hadn't signed anything but she wouldn't be rebooking you in

TestingTestingWonTooFree · 09/10/2019 21:01

YABU.

Instatwat · 09/10/2019 21:02

Congratulations, it’s 100% YABU so far!

(And have another from me)

LadyMacbethWasMisunderstood · 09/10/2019 21:03

YABU.

You need to pay.

ShagMeRiggins · 09/10/2019 21:06

YANBU if cancellation fees aren’t stated in the T&C, which you say they are not. It might be good business practice to have them, but it’s not universal. My hairdresser doesn’t charge for late cancellations, nor did the solicitor I was scheduled to see when I had to cancel. The first I know well, the second I didn’t know at all. It’s really incumbent on the business to make clear the terms.

For the record, I run a business and do charge a small cancellation/rescheduling fee if the change is made less than a week in advance. If I’m the one who has to reschedule I reduce the client’s payment by the same amount.

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