We understand that plans can change, so if clients need to cancel or amend their appointment, they can do so within 1-hour after placing their booking request, or up to 24 hours before their massage is scheduled to begin with no penalty.
For any cancellation or rescheduling that takes place between 24 hours & 4 hours prior to the scheduled massage time, we charge the client 50% of the total booking fee.
For any cancellation or rescheduling that takes place less than 4 hours prior to the scheduled massage time, we charge the client 100% of the total booking fee.
As explained above, if the client is running late to a scheduled appointment, we allow 20 minutes for their arrival. If they still haven’t shown up after 20min, we consider the booking as a no-show and apply the 100% cancellation fee.
If they do show up within 20mins but late, you can start but let the client know you may still need to finish at the planned time if you have another commitment or client after that booking.
Therapists receive 75% of the cancellation fee applied, as per our standard rates. (e.g. if it’s a 90min booking that got cancelled 2 hours before booking start time, you will still receive the usual $104.25)
We put this cancellation and rescheduling policy in place to protect our therapists, as they lose income when cancellations or amendments to booking schedules occur, and need to receive compensation for time they have set aside for you.