The Cost of Cancellations and No-Shows

Since I reopened my salon in April, 5% of active clients have failed to show up for their appointment without giving notice…

My salon is already struggling with reduced capacity due to social distancing measures, and it’s left with empty slots and an opportunity cost of thousands of pounds when clients book appointments and don’t show up.

I might need to start charging higher upfront deposits for higher risk clients, such as new clients or those who have been no-shows in the past, as well as for services with higher outlay costs. 

And that’s why we came up with the policy below:

Due to the number of “No-Shows” and Last minute cancellations I have had to make changes to my cancellation and booking policies. Please review them before making a booking.

24 HOUR CANCELLATION POLICY FOR APPOINTMENTS

Your appointments are very important to me. Your appointment is reserved especially for you and, while I understand that sometimes schedules adjustments are necessary, I respectfully request at least 24 hours’ notice for cancellations.

I now require a 50% deposit to be paid in advance of any appointments over £100 for new clients, this is required to hold your appointment.

Appointments cancelled within 24 hours or for which clients are a “No-Show” the deposit will not be returned to you.

I understand that accidents and emergencies happen that prevent 24-hour notice for cancelling or rescheduling your appointment. All clients are given one (1) grace appointment a year for last-minute scheduling changes, cancellations, or no-shows. If you are a “No-Show” or cancel within 24 hours again after your grace appointment, then you will need to pay a deposit for the next visit.

All new clients and first appointments will need to be paid in full at the point of booking, you will be fully refunded if you must cancel or reschedule your appointment 48 hours before, 50% will be returned if cancelled within 24 hours and if a “No-Show” you will not be refunded.

Example: 1 x service at £30 no-show or cancellation per day for 1 year = £7,800 – 1 x service for 1 hour no-show or cancellation per day for 1 year = 260 hours

For more informations about cancellation policy please get in touch or check out our website.