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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

About being charged for missed appointment?

449 replies

Buttercupdaisies · 27/05/2023 09:57

For several months I’ve had a weekly appointment somewhere. This week, I had to go into hospital as am 33 weeks pregnant and had an injury (all was fine.) I rang up and explained and apologised.

They have just charged my card the full amount. I suspect a lot or people will say I am BU but I don’t feel great about it, tbh. Just wondered what the consensus was.

OP posts:
CC4712 · 27/05/2023 11:17

They have just charged my card the full amount

Why do they have your card details kept on file?

BodyKeepingScore · 27/05/2023 11:17

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

It's not discrimination if she's being treated the same way anyone else would have for breaking t&c's...

Frankenpug23 · 27/05/2023 11:18

Buttercupdaisies · 27/05/2023 10:18

I do get that. I just suppose as a reliable customer some goodwill would have been nice and would have meant I’d have continued to go.

They are running a business and what if all their clients expected ‘goodwill’ - it’s not viable - thats why the T & C’s are so important. The same will happen if you go somewhere else to be fair.

CabernetSauvignon · 27/05/2023 11:20

AgnesX · 27/05/2023 10:18

Did you not give them enough notice...if you knew about your hospital appointment I'm assuming you did so the charge is unfair.

If it was a last minute cancellation the charge is totally fair. Their business has lost money after all

It wasn't a hospital appointment, it was an emergency visit following an injury in pregnancy.

BodyKeepingScore · 27/05/2023 11:20

I would say YABU, they're running a business, you'd be surprised how many people fake family deaths or hospital visits to try to avoid last minute cancellation fees. You may not be one of those people but they have no way of knowing this. If you didn't cancel apt with the stipulated notice period then yes, I'd expect you to pay, pregnant or otherwise. If your employer cancelled a day of your work due to their own ill health (unlikely, but for the purposes of the post...) you'd expect to be paid regardless. Neither you, nor the person you had an appointment with should be losing pay due to others poor health.

CabernetSauvignon · 27/05/2023 11:20

Frankenpug23 · 27/05/2023 11:18

They are running a business and what if all their clients expected ‘goodwill’ - it’s not viable - thats why the T & C’s are so important. The same will happen if you go somewhere else to be fair.

Show quote history

But maybe it isn't good business to piss off your regular clients.

continentallentil · 27/05/2023 11:22

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

This is the silliest post I have read for a while.

It wouldn’t matter what the reason was. Businesses have cancellation policies, if you don’t cancel on time you get charged. Goodwill has nothing to do with it, they have to pay their bills.

Frankenpug23 · 27/05/2023 11:23

CabernetSauvignon · 27/05/2023 11:20

But maybe it isn't good business to piss off your regular clients.

Show quote history

Problem is many will be regular unfortunately - you can’t afford to have ‘goodwill’ with everyone.

Thirtyandflailing · 27/05/2023 11:23

Im a self employed beautician and it’s in my booking t and c that cancelling on the day for any reason will mean charging x amount. It’s a business at the end of the day but at the same time I’ve also had to cancel personal appts last minute and I expect to still pay as it’s still their time

continentallentil · 27/05/2023 11:24

CabernetSauvignon · 27/05/2023 11:20

But maybe it isn't good business to piss off your regular clients.

Show quote history

Most clients wouldn’t be pissed off, because they’d understand that if the nail bar (or whatever) doesn’t charge, it will go under.

Backtothegym · 27/05/2023 11:24

Also people lie so they don’t get charged. The business has to make a profit to stay afloat. People missing appts with good reason, and I’m sure they’ve loads of regulars. Can take them under. It’s a business, not a charity. So for me they did the right thing and if you liked and respected their business you’d pay willingly rather than try to screw them proclaiming you’re entitled to special treatment.

slipsand · 27/05/2023 11:25

This is mumsnet, the world of black and white. So expect the stock answer of 'T&Cs', 'cancellation policy' etc.

I understand why you're upset. Wish those in charge would use discretion, look at the bigger picture etc. doesn't seem to happen though. Computer says no, and that's that.

sunnydaysandhappythoughts · 27/05/2023 11:26

I agree I think there is compliance with T&Cs and then there is good client management. It isn't good client care to charge a reliable, regular customer in the circumstances the OP was in. Tbh I would say they are more at risk of losing more money by charging in these circumstances and potentially losing a customer versus taking a hit on one week.

Sandylanes69 · 27/05/2023 11:28

slipsand · 27/05/2023 11:25

This is mumsnet, the world of black and white. So expect the stock answer of 'T&Cs', 'cancellation policy' etc.

I understand why you're upset. Wish those in charge would use discretion, look at the bigger picture etc. doesn't seem to happen though. Computer says no, and that's that.

For a business, the bigger picture is survival. How do people not get this? Adults behaving like spoilt, entitled snowflakes. It's pathetic.

openstop · 27/05/2023 11:32

I get what you're saying. Charging half would have been a good good will gesture but I also understand why they wouldn't

Soontobe60 · 27/05/2023 11:33

Irridescantshimmmer · 27/05/2023 10:28

It seems like pregnancy discrimination to fine you for a missed appointment, after all you would have had to be seen at the hospital as an emergency and for the safety of your unborn child.

To fine you because of this seems unethical, so I suggest you speak either to your local councillor or contact citizens advice bureau who can help you with this.

Its not pregnancy discrimination because any other client who may not be pregnant would still have had to pay the money and they also cancelled within 24 hours.
And it isnt a “fine”

Soontobe60 · 27/05/2023 11:35

Kentlassie · 27/05/2023 10:47

As a regular customer, I would be annoyed too. Cancel the weekly appt and take your business elsewhere. If you were a one off customer I think it’s fair to charge for last min cancellations but they could have used their discretion here.

The discretion is that if you cancel 24 hours and 1 minute before the appointment, you dont have to pay.
Taking your business elsewhere because the service provider adhered to their Ts and Cs is beyond pathetic.

drpet49 · 27/05/2023 11:37

Buttercupdaisies · 27/05/2023 10:11

I know and I can understand it from their point of view. But equally the lack of goodwill and I suppose trust has made me inclined not to go back. So they have ‘gained’ £30 but ‘lost’ a lot more going forwards.

I agree with you OP especially regarding the circumstances. Would leave a bad taste in my mouth too and I would take my business elsewhere.

NeedToChangeName · 27/05/2023 11:37

ButDoYouAvocado · 27/05/2023 10:26

I run an appointments based business. I charge if people give less than 24 hours notice and I can’t fill it. If I can fill it then I don’t charge.

if I can’t fill it I still have to pay overheads including paying the member of staff who has arrived at work expecting to be paid. That obviously comes out of my pocket if I’m not reimbursed.

I’ve had this situation before - I hear what you’re saying with regard to being a repeat client but you’re literally asking them to be ok with being £30 down because of your actions and I’d say loyalty goes both ways really.

I should add I don't charge full price, I have a separate cancellation fee which is lower. I think that would have been nicer in this situation.

@ButDoYouAvocado I think this is a good / fair compromise

DysmalRadius · 27/05/2023 11:39

slipsand · 27/05/2023 11:25

This is mumsnet, the world of black and white. So expect the stock answer of 'T&Cs', 'cancellation policy' etc.

I understand why you're upset. Wish those in charge would use discretion, look at the bigger picture etc. doesn't seem to happen though. Computer says no, and that's that.

How do you know they haven't looked at the bigger picture and decided its not worth keeping regular clients that expect to be subsidised when they cancel appointments.

One of you is going to be out of pocket over your unfortunate injury - why should it be her rather than you?

SilentAndQuietLight · 27/05/2023 11:39

I would also like to know why they have your card details so readily accessible... have you authorised a direct debit with them, or do you pay as you go?

mycoffeecup · 27/05/2023 11:40

A broader business perspective would have been to say that given the circumstances and that you are a regular customer they will waive the fee as a one-off but can't do it again. guess it depends if they are over-subscribed or not

Soontobe60 · 27/05/2023 11:40

drpet49 · 27/05/2023 11:37

I agree with you OP especially regarding the circumstances. Would leave a bad taste in my mouth too and I would take my business elsewhere.

Show quote history

Put yourself in the shoes of the business. Every day for a month someone fails to show. Everyone rings in to say sorry but they’ve been rushed to hospital and can the business let them off the £30 fee as per the Ts and Cs. That could potentially cost the business an income loss of £600 over as month.

Fedupwife28 · 27/05/2023 11:44

They shouldn’t lose out because you couldn’t attend. I’ll assume you don’t run a business but are employed so when you go into work you get paid regardless of how the day goes. I would look at this in terms of imaging your employer not paying you because a client cancelled a meeting or a sale fell through. I run a business so I know how it feels to be let down and lose out because of this attitude. I always pay in full regardless of whether I can go or not. It’s my problem if I can’t attend.

SilverTotoro · 27/05/2023 11:45

My FiL was rushed to hospital - I had a hair appointment, so I called and cancelled as we had to go straight to the hospital (it was touch and go but thankfully he pulled through) and then went in to pay the next day.

I absolutely do not expect my hairdresser to miss out on a payment because I had an emergency, she still has bills to pay and if she had several short notice cancellations in a week who didn’t pay where would that leave her? Please just accept you owe the money as annoying as it is.

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