To charge my facial clients cancellation fees?

[aw9870]

Just would like an opinion from people who are on the receiving end!

I am full time self employed and have a facial business. My policies that clients agree to when booking online are that less than 48 hours cancellation or reschedule requires 50% of appt cost covered and less than 24 hours requires 100% of appt cost covered.

However I have some clients who give me a hard time and don't pay when they cancel in these time frames. I totally understand how it can be frustrating to pay this but I also think clients forget that these measures have to be in place so that a self employed people can protect their earnings. Luckily 99% of my clients pay without me even having to say anything!

But AIBU to be feel upset by the clients that give me a hard time even though they agreed to these policies when booking? Or would you feel it's unreasonable to pay a cancellation fee?

Not unreasonable at all. Maybe reiterate the terms after they've booked to ensure its all clear

I'd say your terms are standard

YANBU and some of my beautician clients now take a deposit of 50% at the time of booking due to so many time wasters. It is easier to get a deposit than a cancellation fee.

I recently booked a hair appointment online and they said if cancelling with less than 48 hrs notice they would keep that as a booking fee. Totally makes sense.
You would be unlikely to always fill that cancelled slot and you can’t pay bills if you aren’t paid, having maybe turned down bookings for one they now cancel, so YANBU. Maybe charge a non refundable deposit when they book?

Standard terms. If they don't pay I wouldn't let them rebook.

Standard T&Cs

Think what @QuickDuck suggests, refundable deposit, is a good idea.

I pay a deposit

I've just booked my kid's haircuts via the Booksy app and I had to enter my card details at the time of booking. I will be automatically charged through the app if I cancel without giving enough notice according to the hairdressers policy. Could you look into something like this for your clients. It kind of makes it less personal as the app does it all automatically.

YANBU by the way.

Thank you for your prompt answers everyone, I actually do charge a £20 deposit but my treatments range from £80-110 as I offer advanced treatments so I will certainly think about charging a 50% deposit instead. Nice to know I'm not being unreasonable as I always aim to be as fair as I possibly can.

Yanbu but I don't know how you can enforce they pay.

Completely reasonable. My DH does similar and although it can feel a bit awkward it’s the right thing to do. He does use some discretion if it’s a very regular and reliable client who has a genuine reason to cancel. Do you send out reminder texts or emails?

If they are repeat offenders, maybe you need to refuse any further appointments they try to make?

I also like the PP’s suggestion of a non-refundable deposit. It might be painful at first but you’ll soon weed out the time wasters. People in general seem a lot more flakey since COVID and have no compunction in cancelling appointments at the drop of a hat without considering the implications to the business owner.

YANBU

Take credit card details at time of booking, so you can charge for an unexpected cancellation. Restaurants do it and it makes good business sense.

the one problem with charging a full fee for last minute cancellations is that people will show up with contagious diseases when they should reschedule. You are setting yourself up for larger lost earnings from getting sick.

I pay a desosit that gets taken off the total booking cost on the day.
It's non-refundable if I cancel within 48 hours.

Pretty standard practise now.
It's a third of the cost of the appointment. E.g £60 nails and deposit £20.
Same for facial.