AIBU to expect deposit back after cancelling early

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I booked a pedicure back in April for a holiday I’m going on at the end of the month, but my plans have since changed so I cancelled the appointment with more than 2 weeks notice, on the website it says along the lines of “you can cancel for free within 24 hours before your appointment, all deposits are non refundable”.

When I first booked I conveniently misinterpreted the cancellation policy and thought I could cancel for free, but I’ve asked for the £15 deposit back and the technician has said it’s non refundable (duh, in the policy).

I was a bit surprised but said ok, disappointing as I feel like I’ve done the right thing by giving plenty of notice but she made the point that she’s saved the time for me (albeit I cancelled 2 weeks ahead of time)

She then said as a gesture of goodwill she’ll return the money she has since ghosted me.

AIBU?

Are you BU to be annoyed you've been ghosted, or are you BU to think they should change the policy and refund you your deposit?

Sorry, it's not clear?

you can cancel for free within 24 hours before your appointment, all deposits are non refundable

Sums it up. You can cancel the appointment and not be charged a no show fee; but deposits are non refundable.

Your lack of understanding isnt their issue when they state it clearly.

She shouldn't have agreed to return your deposit.
She shouldn't be ghosting you

I would expect the deposit back as you’re giving plenty of notice to them and I’m sure they’ll fill your appointment slot very easily anyway.

I think that unless the business can prove they suffered financial losses due to your cancellation, they have to refund you (regardless of their terms), so you might want to check that. (I don't know how to prove it - eg if they fill your slot?)

Does she even have discretion to go against the written policy? If you were a regular long standing client I’d waive the deposit but if you are not then no. She shouldn’t have she would and really you shouldn’t have asked for it. But I do find it bizarre they even require a deposit - they must get a lot of no shows.

I think it's really cheeky to ask for the money back when the policy is clear and one you agreed to. And now they have decided they don't want you as a customer anymore - fair enough isn't it?

If you cancel with less than 24 hours, you’d pay the whole fee, but before that you just lose the deposit because it’s “non refundable”.

I didn’t ask for the money back, it was offered. Happy to accept I’m wrong, I thought cancelling ahead of time would be best for both parties and had misunderstood the cancellation policy.

but I’ve asked for the £15 deposit back and the technician has said it’s non refundable

But you did ask for the money back.... cancelling ahead of time means you won't get charged the full no-show fee.

I'd expect, with that much notice, that they'd allow you to rebook on the same deposit

but I’ve asked for the £15 deposit back and the technician has said it’s non refundable (duh, in the policy).

You either asked or you didnt?

the policy was pretty clear.

I would expect to be able to transfer it to a new appointment time but not give you the money back

Erm… I’ve asked for the £15 deposit back and the technician has said it’s non refundable (duh, in the policy).

So you asked, you said you did in your first post!

Technically, a deposit is security for the completion of a contract. If you don't fulfil the contract you should expect to forfeit the deposit. Doubly so when it's clearly specified in the Ts and Cs. I think they have treated you generously and you don't seem to recognise this, so I'm not surprised they don't want to work with you in the future.

Personally I think they're being a bit short-sighted. I would offer for good customer service to transfer the booking to a later date.

I mean they have now clearly lost you as a client as you won't come back.

My yoga salon does this, if you cancel with plenty of time you lose one class of your voucher anyway. So more people are not cancelling with plenty of time, what´s the incentive. One said to me, she´s not making extra money, charging me and then charging someone else. The salon has a waiting list, if people were incentivised to cancel early another person could take the place. Very short sighted. Especially as we are mostly repeat customers.

Just rebook for another date?

But in the case of this salon... the OP isn't being charged for the service. She is merely being charged the non-refundable deposit. Had she not cancelled she would have been charged a no-show fee which is usually the full price of the treatment.