17/05/2026
IMPORTANT INFORMATION- PLEASE READ CAREFULLY
I am reaching out to share some challenges we have recently been experiencing regarding client behavior and cancellations.
As a professional business, we pride ourselves on providing the best possible service and treating every client with the same level of respect. To ensure our operations run smoothly, we have a clear terms and conditions policy, as well as a 24-hour cancellation policy that is highlighted at the time of the first booking.
Unlike many other businesses, we do not require payment upfront because we believe in the loyalty and trust of our clients. However, we have recently seen an increase in cancellations made with less than 24 hours' notice, as well as instances where clients decline to pay the required fee. These policies are essential for the well-being of our therapists and the sustainability of the business. While we have no desire to pursue small claims court for unpaid fees, it is a step we are prepared to take to protect our professional standards.
Our policies are clearly stated on our website and now also included in the first appointment confirmation email. I am writing to see if any fellow business owners have experienced similar issues or might have solutions to share on how to handle these situations more effectively.
I would appreciate any advice or feedback you might have.
