Cancellation policies

[summer432]

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…

If they moved the appointment they still lose money if they can't fill the slot at short notice.

So, YANBU to ask but I would have expected the answer to be no. For the business to refuse to rebook you is pretty harsh, I can only imagine they have more than enough clients to not worry about losing one, but places get reputations for that sort of thing.

I'm reserving judgement for the time being OP. Depends on what type of business and your history with them.

How long have you used them for and in that time how many times have you changed appointments? I appreciate you've said you don't cancel but have you amended your bookings previously.

You dont know if you dont ask, OP.

Try not to take it to heart and look for a more suitable provider ❤️

They would have filled the appointment, I get at least 3 messages a week from services I use telling me they can fit me in because they’ve had a cancellation. Problem is that if they are not willing to make the odd exception for special circumstances then they may end up with bad reviews which definitely won’t help their business

The problem is everyone who rings to cancel probably tells them the same sob story - child is ill, they’ve got D+V , granny has died - businesses just don’t believe the excuses anymore .

How do you know they could have filled the appointment?

I regularly turn business away because I'm full, but that doesn't mean I could fill a spot if I had a last-minute cancellation 🤷‍♀️

I was just pointing out that it’s possible it was filled as they contact clients waiting usually. This is why I never give my card details or pay deposits on those booking apps

The business may have lost money on a late cancellation, but they've also lost money from OP in future. Nice to know they're financially secure enough to be turning regular customers away with a flea in their ear.

Don't take it personally - it's probably just a policy adopted after bitter experience - you wouldn't believe how many clients, instead of being thankful for your flexibility, treat it as green light to push the boundaries as far as they can.

Was I I out of order for even asking to move the appt

Depends on how you asked I suppose.

If you asked to move it and they said no, did you then go on and on about it being outside your control, how unfair it was, that it wasn’t acceptable etc etc, or did you immediately say ‘oh, okay then’?
It doesn’t sound like the latter tbh, they wouldn’t refund you and say don’t come back for that.

If they're as good as OP says they are, they'll easily replace her with someone who respects their policies.

I had a client once who really took the piss with cancellations - she paid the fee but it still messed up my day and my diary. Eventually I got sick of it and dropped her - filled her spot within 24h with a new client who pays in advance, never cancels and appreciates that I rely on my customers not messing me around to pay my bills.

A good business doesn't need to put up with people messing them around. They'll find someone else in no time.

That’s not really the weird thing though. What’s odd is them saying oh ok then have yer refund, now fuck off. They could have said no, I’m sorry, unfortunately we are unable to give refunds. And if OP had kicked off they could have said again I’m sorry but we cannot help. Being so offended that they basically told her never to come back is really strange behaviour.

I run a (different sort of) business and yes you get some real weirdos. My motto: never cut what you can untie.

The business wbu to tell you to buzz off, but you wru to expect to not pay with short notice. But it
also depends what their cancellation period is.
Best senario would be they refund you if they can fill that appointment so win win. Otherwise its only fair you pay for the missed slot.

I find every time I lose a customer in a situation like this, roughly once a year, they are quickly replaced by someone better.

Alternative is to hang on to the sort of customer who thinks short notice cancellations (and similar) are OK.

You cried? ......

Reading comprehension A++

Do you think you should only be penalised when the cancellation is on a whim, OP?

A sick child isn’t a reason for them to waive the cancellation fee, they are losing money and it certainly isn’t their fault that you can’t find childcare for the slot you booked.

If you protested so much that they said, “fine, have a refund but don’t come back,” you were obviously being unreasonable to them.

I do hope your DC gets better soon, though.

Exactly.

You're one customer out of many - most businesses can afford to lose people who don't respect them and their policies.

just because someone asks to move an appointment doesn’t automatically make them a “bad” customer. I asked for an appointment move and got a refund - there was no rudeness I guess they felt defensive over their policy being questioned and felt it was easier to react in the way they did - that’s on them not me and I am over it now. 😀