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AIBU?

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Original poster

Cancellation policies

45 replies

summer432 · 20/06/2023 10:46

i called a business I use frequently to request a last min amendment to an appointment. I explained I had an unwell child and would not be able to attend and could they move my appointment. I was told it was a 48hr cancellation period, I explained I understood but this was outside of my control and would they consider just moving it. I was told to have my money back and look else where, eg not rebook with them. I sat and cried after the phone call as I was so shocked at what happened. I do not have a history of cancellations, I do attend and I have always highly recommended the place but I am devastated that the answer was take my money and go. Was I I out of order for even asking to move the appt and should have just accepted the lost deposit…

OP posts:
Moonlightsonatas · 20/06/2023 10:49

Well they won’t be able to fill that slot so I can see where they’re coming from. If the cancellation notice didn’t apply if “it’s outside your control” then people would just use things like that as a reason.

Moonlightsonatas · 20/06/2023 10:50

You weren’t out of order to ask though and it sounds like they weren’t very flexible.

DysmalRadius · 20/06/2023 10:50

If someone is going to lose money over a missed appointment, surely it should be the person that missed it? You were effectively asking to miss one slot at late notice and book another without paying for the first so I can understand why they weren't keen as they would still have lost the income for the original slot.

cocksstrideintheevening · 20/06/2023 10:51

Whatever the reason they have still lost their income for that slot.

wutheringkites · 20/06/2023 10:53

It's frustrating when things like this happen but I don't think it's fair for a business to accept all the loss for cancellations.

It sounds like you paid a deposit which they have kept but if they can't fill the slot, they have still lost out on the full payment.

How much was the deposit?

TheGrimSqueakersFlea · 20/06/2023 10:53

Last minute cancellations are annoying, your slot could have been given to someone else. Crying is a bit ott

Makemyday99 · 20/06/2023 10:53

It wouldn’t be harsh if you consistently cancelled last minute but if this is only time you’ve done it & you have previously been a punctual client then I think they behaved poorly in this instance

HeckinBamboozled · 20/06/2023 10:57

I think businesses are sick of cancellations and have lowered their tolerances for them. Try not to take it so personally. It's them not you.

Hope you find somewhere else that works for you.

Waitingforsummertocome · 20/06/2023 10:59

Sorry you were upset on top of having an unwell child.

I think it depends on the context- the type of appointment, cost and size of the business. A small business really does need to have these policies in place to stay afloat and it sounds from their response that this has happened before with other customers to their cost.

jellyminelli · 20/06/2023 11:00

Presumably something like a nail appointment? They don't sound like they value their customers! Ours stick a post on fbook advertising their cancellations. If it's filled then fine but if not you pay.

If they couldn't fill the slot then yes, you should pay but to tell you to fuck off somewhere else in future seems a bit much.

Hoppinggreen · 20/06/2023 11:02

I hope your child gets better soon but if the business will lose money due to your cancellation then they can charge as long as it’s in their T’s and C’s.
Why did you cry though? Is something else going on?

BarbaraofSeville · 20/06/2023 11:03

A refund for a short notice cancellation is very generous of them, they could have just kept your money, especially as businesses need to protect themselves from piss-takers who cancel willy nilly at the last minute for the most spurious of reasons.

But I understand you must be very stressed about your child being ill to over-react like that.

IamnotSethRogan · 20/06/2023 11:06

Well the company has been a but short sighted. They have now lost the money for that appointment and your repeat business.

Fwiw, my business does not charge for people not attending despite appointments being worth several hundred pounds. It's just not good business to alienate your client base.

I hope your child feels better and you are able to find a nicer business to work with

IamnotSethRogan · 20/06/2023 11:08

Why did you cry though? Is something else going on?

It sounds like she cried because she called to ask if her booking could be amended due to circumstances outside of her control and was told to never come back. Nothing else needs to be going on, that's a shocking way to resolve the situation.

brunettemic · 20/06/2023 11:08

are you genuinely “devastated” and crying? The mind boggles how something that minor has such a big impact.

Darby3785 · 20/06/2023 11:10

Hi OP

Sounds like you have had a rubbish time with this business.

Cancellation policies exist for a reason. If you let one person off you have to let everybody off. If a business didn't have a policy like this people would cancel due to "circumstances out of our control" all the time.

Where I work, it's 24 hours. Sometimes we do have to use our discretion , and if a customer really kicks off we do offer a refund if we can fill the slot they have cancelled.

What I will say, this business treated you very poorly, telling you to go elsewhere is rubbish customer service. Hope you can find somewhere else which is suitable for you.

lanthanum · 20/06/2023 11:20

summer432 · 20/06/2023 10:46

i called a business I use frequently to request a last min amendment to an appointment. I explained I had an unwell child and would not be able to attend and could they move my appointment. I was told it was a 48hr cancellation period, I explained I understood but this was outside of my control and would they consider just moving it. I was told to have my money back and look else where, eg not rebook with them. I sat and cried after the phone call as I was so shocked at what happened. I do not have a history of cancellations, I do attend and I have always highly recommended the place but I am devastated that the answer was take my money and go. Was I I out of order for even asking to move the appt and should have just accepted the lost deposit…

I'm not quite clear: if they said you could take your money and go, does that mean that they have very kindly not charged you for the appointment? If so, that's good of them. They may simply not have been able to move your appointment; they presumably have other customers. Even if they did move it, they would be within their rights to charge for the original appointment, as they might not be able to fill that at short notice, and now you're using up another slot as well.

Sxp · 20/06/2023 11:28

How did it get from there’s a 48 cancellation policy to take your money and don’t rebook? Were you being argumentative?

coffeecupsandwaxmelts · 20/06/2023 11:33

As a small business owner, last-minute cancellations drive me potty. They lose me money and mess up my day as I then have a random gap I can't fill at the last minute.

It may not be your fault your child is unwell but it's not theirs either - why should they have to lose money and not you?

They were a bit rude but equally so were you for arguing and not accepting their (very reasonable) cancellation policy.

You say they're short-sighted because they've now lost your business, but you also say you've raves about them in the past, so isn't it equally short-sighted for you to demand a refund when you're not actually entitled to one?

Shouldn't you be valuing a small business and wanting them to survive, not lose money because of something outside of their control?

coffeecupsandwaxmelts · 20/06/2023 11:35

Sxp · 20/06/2023 11:28

How did it get from there’s a 48 cancellation policy to take your money and don’t rebook? Were you being argumentative?

It sounds like it.

They said she wasn't entitled to a refund as their cancellation policy is 48 hours - instead of accepting it and moving on, she pushed for a refund or to move her appointment without a financial penalty.

Pretty cheeky imo 🤷‍♀️

ApplesInTheSunshine · 20/06/2023 11:38

YABU. Why should they suffer the loss instead of you?

It’s out of your control sure, but it’s out of theirs too, and it’s your unwell child so your problem.

Original poster
summer432 · 20/06/2023 11:49

I cried as i took it more personally than I should. People react differently, and in this instance I felt upset at the abruptness of it. Refunding my money, rather than letting me move the appointment just seemed extreme. I understand it was good of them in a way to give me my money back but it was the take it and sling your hook manner it was delivered in which upset me and it wasn’t the outcome I wanted, as I wanted to reschedule to a later date. I wasn’t argumentative which is why I felt upset at the response. Maybe I just unfairly expected flexibility.

OP posts:
GabriellaMontez · 20/06/2023 11:54

Maybe I just unfairly expected flexibility.

This translates to 'maybe I expected them to lose money when I cancelled last minute'

As someone who is self employed, I can do without customers like you.

coffeecupsandwaxmelts · 20/06/2023 12:28

Maybe I just unfairly expected flexibility.

Why should they be flexible with you when you're the one causing the problem?

lieselotte · 20/06/2023 12:34

Businesses take the mick - a lot of the time they can fill the slot (as long someone does cancel and isn't just a no show) and people are often glad of some downtime when they can get admin done. I also think 48 hours is too long. 24 hours is enough time to fill a slot.

Also, they cancel all the time (eg I've been called a lot over the years to rearrange hair appointments if the stylist is ill) but don't pay the customer the cost of the appointment. Can't have it both ways.

And businesses want something from customers - their custom - so yes, they should be flexible (within reason).

How would you like to be treated in that scenario? Treat people that way.