Policy Changes – Cancellations & No-Shows

Perhaps our biggest challenge over the years – Last Minute Cancellations and No-shows. We have tried many things to prevent them from happening but our time continues to be wasted and many clients wanting an appointment continue to miss out. Despite our best efforts – including verbal reminders about our Cancellation Policy, appointment confirmation emails, appointments reminder emails, and appointment reminder SMS’s – our time is still continually wasted. For this reason, we have been left with no choice.

Effective from January 1st 2020, our Cancellation Policy will be 100% enforced. Their will be no exceptions regardless of the circumstances or reasons why. More appointments will now require non-refundable deposits before we secure the appointment for you. No deposit, no appointment. This is in an effort to prevent fake bookings (yes, it happens).

In brief, if you need to change (reduce/shorten), reschedule or cancel any appointment, a ‘minimum’ 24 hours notice is required. This notice must be given during business hours. If notice is not given, a cancellation fee will apply.

For example…

  • If you have an appointment at 3pm Friday, your last chance to notify us is 3:00pm on Thursday (the day before).
  • If you have an appointment at any time on a Tuesday, your last chance to notify us is 4:00pm Saturday (close of business).

We do not work on Sunday or Monday (it’s our weekend) so notice can not be given on either of these days as we won’t receive it until Tuesday – by which time is far too late.

If our Cancellation Policy is not suitable for you and/or you do not agree with it, please do not make a booking.

This is once again a situation where long-term, loyal clients that have always shown great respect for our time are going to be inconvenienced by the minority that don’t. We sincerely appologise for this but we have been left with no choice and truly hope that you can appreciate and understand the situation we’ve been forced into.

At the end of the day, it’s nothing personal. We operate a business and provide a service – and if we want to continue doing that while maintaining the high quality of care and treatment you’ve come to know and love, then we’ve got to make sure our time is not wasted or abused.

We truly appreciate and thank each and every one of our clients that have continued to visit us over the years. Your loyalty and respect for us as individuals and our local small business does not go unnoticed. Thank you!