Cancellation Policy

[cosmicgirl2010]

Cancellation policy
Hi just wanted other fellow geeks opinion, have just received a rude phone call regarding cancellation of a wedding tomorrow morning 10am, trial was in October, client paid trial & full amount for wedding day. I have a 50% non refundable deposit policy, so have offered her 50% back, do you think I should send a cheque, or pay cash but get her to sign a receipt ?
Also is it acceptable to cancel 15hrs before

 

[Rhiannon1408]

Cancellation policy
Hi just wanted other fellow geeks opinion, have just received a rude phone call regarding cancellation of a wedding tomorrow morning 10am, trial was in October, client paid trial & full amount for wedding day. I have a 50% non refundable deposit policy, so have offered her 50% back, do you think I should send a cheque, or pay cash but get her to sign a receipt ?
Also is it acceptable to cancel 15hrs before

I think that's completely unacceptable! Why on earth is she cancelling the day before her wedding!? Did she give you a reason?

If you want to send her the 50% back I would definitely send a cheque.
Rhiannon x

 

[cosmicgirl2010]

I know, when I did the trial she basically had an idea/style in her head that was totally unachievable, which I told her politely, she even made me watch a video of the style and told me to go home & practice! I told her NO its not achievable with her hair & I didnt leave until she was happy. To be honest I had a feeling she would be trouble, but gave her the benefit of the doubt. Anyhow she paid me the full amount at the trial and has had a month to let me know she doesnt want me to do her hair !

 

[GIGGLER]

Oh my good lord! I'm so with you on this.. I've had 2 cancellations this week and stroppiness on the phone coz I can't get them in again straight away! No .. 15 hours is not acceptable! I don't think 24 hrs is acceptable to be honest. It would just be pure luck if you filled it in a short amount of time! I was stood about today with a 2 hr gap.. Yes a cancellation! Sometimes a cancellation can't be helped (illness) but I'm noticing lately that it's happening more because the client has a had a better offer (shopping trip or lunch with friends) and then it becomes the professionals problem NOT the clients!

 

[Donzz73]

How Rude? and did she give a reason? if local i would give cash if not then a cheque. She could have good reasons to cancel and 50% is better than nothing at all

 

[Rhiannon1408]

I know, when I did the trial she basically had an idea/style in her head that was totally unachievable, which I told her politely, she even made me watch a video of the style and told me to go home & practice! I told her NO its not achievable with her hair & I didnt leave until she was happy. To be honest I had a feeling she would be trouble, but gave her the benefit of the doubt. Anyhow she paid me the full amount at the trial and has had a month to let me know she doesnt want me to do her hair !

That really is rude! It drives me crazy when clients don't listen to our professional advice.

If you want an easy life then just send her the cheque and be done with it. She's got to understand that you have lost business by her cancelling so last minute when you could have had other clients booked in.
Rhiannon x

 

[cosmicgirl2010]

I have a cacellation policy on my website:
I have a 24 hour cancellation policy to avoid a 50% charge,If you cancel less than 6 h ours before your appointment you will be charged the full amount.
This is for normal services & my 50% non refundable deposit is for weddings but Iam now
thinking of adding to it.
I was is shock at how her niece, cousin or whoever spoke to me it was disgusting !

 

[GIGGLER]

Cancellation policy
Hi just wanted other fellow geeks opinion, have just received a rude phone call regarding cancellation of a wedding tomorrow morning 10am, trial was in October, client paid trial & full amount for wedding day. I have a 50% non refundable deposit policy, so have offered her 50% back, do you think I should send a cheque, or pay cash but get her to sign a receipt ?
Also is it acceptable to cancel 15hrs before ?

Sorry was having an angry waffle then forgot to answer your questions lol! Send a cheque then you have proof on your statement. No need for a receipt then. And u don't have to face them too.. Always best to let things calm down!

 

[cosmicgirl2010]

How Rude? and did she give a reason? if local i would give cash if not then a cheque. She could have good reasons to cancel and 50% is better than nothing at all

Yes she is local and I the person who rang me on her behalf was rude, she said I didnt do the style she wanted, well as in my previous thread it was totally unachievable & I didnt leave until she was happy, plus she paid me and has had a month to decide she wasnt happy !!

 

[cosmicgirl2010]

I thought about the cheque and having a trace, I offered that to her but she insisted on the money-cash, felt bullied if Im honest, and I said I would go round with it in the morning but have pepared a letter for her to sign and a copy for me.

 

[GIGGLER]

Yes she is local and I the person who rang me on her behalf was rude, she said I didnt do the style she wanted, well as in my previous thread it was totally unachievable & I didnt leave until she was happy, plus she paid me and has had a month to decide she wasnt happy !!

Tut! Well she should have mentioned that at the practice! And at least given you the opportunity to rectify it?! She will be having her hair done by someone tomorrow so she could have given you more notice! I'm angry for you! Lol! Just to be awkward I'd be telling her she hasn't given you 6 WORKING hours notice so there won't be any refund!! Only joking! Lol... Gawd I'm evil simetimes!

 

[GIGGLER]

I thought about the cheque and having a trace, I offered that to her but she insisted on the money-cash, felt bullied if Im honest, and I said I would go round with it in the morning but have pepared a letter for her to sign and a copy for me.

I'd make her wait.. But that's just me. If someone inconveniences me I tend to give it back! I wonder if she'd like it if u took money out of her wages just because u couldnt be bothered to pick up the phone! :-|

 

[Donzz73]

Didnt do the style you wanted? more like found someone else in that month. I would give cash and receipt and with been local you may bump into this clinet again

 

[cosmicgirl2010]

Thanks for all your help, I have calmed down and have decided to write a letter with enclosed cheque for £... and leave it at that, especially after the way the family member spoke to me !

 

[gemini_162]

I'd take the upper hand. Be prompt with the refund but tell her that it is salon policy not to refund in cash for accounting purposes. Then I think you should just strike it off to experience and make sure that from now on cancellations made less than 24 hours before the date be non refundable (for events of course not regular appointments). At least next time you'll be prepared.

 

[Ammej85]

Could it be possible she's cancelled her wedding too?

 

[cosmicgirl2010]

I'd take the upper hand. Be prompt with the refund but tell her that it is salon policy not to refund in cash for accounting purposes. Then I think you should just strike it off to experience and make sure that from now on cancellations made less than 24 hours before the date be non refundable (for events of course not regular appointments). At least next time you'll be prepared.

Thanks guys, defo going to send a cheque as dont want to put myself in a situation due to the abusive call tonight. And will be updating cancellation policy

 

[Steph86]

I think she may have cancelled the wedding too, ok its not fair to mess u around but at least u are earning 50% for nothing.

I would ask her to collect the 50% as she would need to sign a receipt to say she has accepted the refund.

And I would pay her in the same method she had paid you. X

 

[sophiecooke2009]

OMG! If she wasnt happy with it then why not just pay for the trial and not pay for the wedding, fancy having the trial in OCT and leaving it this frikking long!
Some clients get my back up, I have had £250 of work cancel this week, and I just think 'it's christmas for me too'!!!!!!!! I dunno what I would do, what are the chances you'll ever see her again? x

 

[Dolly6410]

i'd pay her by cheque so you have the proof of it coming out of your bank and into hers, do not give her cash no matter how she paid you, say its your policy and what your insurance recommends.

i can't stand clients who cancel last minute, and for a wedding aswell, i'm not sure if your the same as me but the day before a big client i worry abit and sort all my stuff out, make sure my kits packed, buy extra things to make sure i'm prepared, clients don't think how much we put into their appointments x