Awareness & Fairness
No Show / Cancellation Policy
Awareness
SALON NO SHOW LOSS (just 1 per week per therapist) – £11328.00 average in annual revenue
(This could hire a full time graduate)
THERAPIST NO SHOW LOSS (just 1 per week) – up to £780 in annual wages
(No employee can afford to lose this on wages)
HOURS LOST – 576 hours annually
(over 10 wasted hours every week)
In one day alone we can have as many as 5 no shows leaving our therapists with reduced wages as they work on % commission like the majority of therapists across the world.
Fairness
We require a full 24 hour cancellation notice of all appointments so we can try to resell the time
This notice can be given by a physical call, a answerphone message, a Facebook or Instagram message to RJ Vu or any staff member also the contact via our website - https://www.rjvu.co.uk/contactandsubscribe
24 HOURS NOTICE means we must have received notification of cancellation exactly 24 hours or more before your appointment time.
CANCELLATION with more than 24hr notice is honoured.
CANCELLATION in less than 24hr notice, you are charged HALF of your booked appointment value.
CONSTANT CANCELLATIONS & CHANGES you are charged the FULL appointment value. You will be required to pay in advance for future bookings and we cannot guarantee you will be booked in with your usual therapist.
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We understand life gets in the way sometimes. We are all so busy; appointments can slip our mind sometimes, so we give you our 3 Step Fairness Policy.
1st NO SHOW you are charged HALF of your booked appointment value.
2nd NO SHOW you are charged your FULL of your booked appointment value.
3rd NO SHOW and any following no shows you are charged the FULL appointment value. You will be required to pay in advance for future bookings and we cannot guarantee you will be booked in with your usual therapist.
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New Booking Policy
It will be at the therapist discretion that new client appointments or appointments longer than 90 minutes require a non-refundable deposit of 50% of the booking value. This will only be credited to your account if 24 hour cancellation notice is given. The great thing about paying a deposit is you have less to pay on the appointment day.
Pre-Paid Packages
All packages are fully paid in advance. Failure to give 24 hours’ notice to cancel your package or pre-paid package service booking will result in the package being classed as fully redeemed and will no longer be valid. The session(s) will only be credited to your account if 24 hour cancellation notice is given.
Lateness
If you are late for your appointment the time comes off your appointment and we cannot guarantee you the full service you booked for but we can guarantee your therapist will do everything they can to make you look and feel amazing in the time they have. However, more than 15 minutes late; your treatment cannot be carried out and you WILL be charged as in our cancellation policy due to failing to give 24 hours’ notice to cancel.
If we are late starting your appointment your service is not affected.
In our service industry appointment times can be unpredictable so we base them on averages. We cannot guarantee you will be in and out in your exact booking time so please make appointments when you are not in a rush to get out at a specific time. We want you to have the best salon experience and rushing will not only compromises your experience but adds stress and pressure on your therapist.
We hope you can appreciate that this policy was not a decision taken lightly, completing our clients booked services is so much more enjoyable.
We thank you in advance for your understanding and supporting your therapist and the salon team.
Additional Awareness - OMG YOU CHARGE A CANCELLATION FEE
How dare you! How dare you charge a fee when you didn’t deliver the treatment!
Crazy right? Actually, nope.
Booking deposits, and cancellation fees are becoming a very common factor in the salon world. And you know what? THEY SHOULD BE.
Think of it like this…
Could you call British Airways after no showing for your flight and expect a refund? Nope.
Could you imagine calling Virgin Atlantic and asking them for a seat on their Saturday 10:30am flight to Barbados, but you’ll pay when you get there? Nope.
Could you imagine calling easyJet and telling them you can’t make the flight leaving in an hour but you’d like a seat for free on the flight an hour later? Nope.
We work like a flight. Once the plane has gone, the seat has lost its money.
Same as your space. When you work in a business where you trade time for money, time IS money.
So when people don’t want to pay for our time, and we put it on loan with no collateral, we risk losing that money.
Now, I know times are tough and odd and weird. Costs are rising. People are worried about money.
But we aren’t talking about booking vs not booking.
We are talking about booking space and paying for it vs not paying for it.
That’s very different.
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