1. **Cancellation Notice Requirement**:
- Clients must provide at least 24 hours' notice to cancel or reschedule an appointment.
- Cancellations made with less than 24 hours' notice may incur a cancellation fee.
2. **Cancellation Fee**:
- A cancellation fee of 50% of the scheduled service cost will be charged for cancellations made with less than 24 hours' notice.
- No-show appointments (those not canceled or rescheduled) will incur a 100% service cost fee.
3. **Exemptions**:
- Exceptions may be made for emergencies or unforeseen circumstances at the discretion of the salon management.
4. **Communication**:
- Clients will be informed of the cancellation policy at the time of booking.
- The policy will be clearly displayed on the salon’s website, booking platforms, and in the salon premises.
5. **Repeat Offenders**:
- Clients who repeatedly cancel appointments with insufficient notice may be required to prepay for future services.
#### Procedures
1. **Booking Confirmation**:
- Upon booking an appointment, inform the client of the cancellation policy verbally or in writing.
- Send a confirmation message (email/SMS) that includes the appointment details and cancellation policy.
2. **Handling Cancellations**:
- If a client cancels an appointment, record the cancellation in the booking system, noting the time of cancellation.
- If the cancellation is made with less than 24 hours' notice, inform the client of the applicable fee.
- Send an invoice or charge the card on file for the cancellation fee if applicable.
3. **No-Show Appointments**:
- Record the no-show in the booking system.
- Contact the client to inform them of the no-show fee.
- Send an invoice or charge the card on file for the no-show fee.
4. **Emergency Exceptions**:
- Evaluate the client’s reason for late cancellation or no-show.
- Decide if the fee should be waived based on the provided reason.
- Document the decision and inform the client.
5. **Monitoring and Reporting**:
- Regularly review the cancellation and no-show records to identify patterns.
- Report frequent offenders to management for further action.
6. **Client Communication**:
- Send reminder messages (email/SMS) 24-48 hours before the appointment.
- Follow up with clients who cancel or no-show to rebook and address any issues.
### Implementation Tips
- **Training**: Ensure all staff are trained on the policy and procedures.
- **Consistency**: Apply the policy consistently to all clients to maintain fairness.
- **Flexibility**: Allow room for discretion in genuine cases of emergencies or unforeseen events.
