No-show policy
When we may charge a fee for a no-show or a late cancellation, and how to avoid it.
Last updated
The short version
- The fee
- Up to £10 for a consultation booked on this website, or the amount on your approval link if we booked you by phone.
- When you book
- Nothing is charged. The card you give us is for that one appointment's no-show fee only.
- We may charge it if
- You don't come, arrive more than 15 minutes late, or cancel or move with less than 24 hours' notice.
- To avoid it
- Cancel or move with at least 24 hours' notice. Call us, or use the link in your confirmation email.
The fee
How much it is and the card it comes from.
How much
When you book a consultation on this website, you agree that we may charge up to £10. We never charge more than the amount you agreed.
If we book you by phone, we may send you an approval link that shows the fee for that appointment. The fee applies only once you approve it. An appointment you haven't approved has no fee.
Your card
Nothing is charged when you book. On this website, Stripe, our payment provider, saves the card you add. On an approval link, you add a card or choose one you've saved with us before. Either way, we use it for that appointment's no-show fee and nothing else.
We charge the fee at most once. If a charge doesn't go through, we may try the card again within the 7 days.
If this policy changes
A change to this policy applies to new bookings only. Each appointment keeps the fee and terms you agreed when you booked it.
When it applies
What counts as a no-show or a late cancellation.
What counts
We may charge the fee if you:
- don't come to your appointment
- arrive more than 15 minutes late
- cancel or move your appointment with less than 24 hours' notice
Cancelling exactly 24 hours before your start time is in time.
Changes we make
If we cancel or move your appointment, there is no fee. Only a change you ask for counts.
Moving late
Moving an appointment with less than 24 hours' notice counts as a late cancellation, even though you keep a new time. The appointment can carry one fee at most.
Courses
If you don't come to a session from a course, you keep the session, and the normal no-show fee applies.
Cancel or move in time
Online from your confirmation email, or by phone.
Online
Your confirmation email has a private link to your appointment. Use it to cancel at any time before your start time. You can also use it to move a consultation you booked on this website, up to 24 hours before. If the link can't move your appointment, it tells you to call us.
By phone
Call us on 07399 752632 to cancel or move any appointment.
After a no-show
How we decide, and what happens next.
We decide each time
The fee is never charged automatically. We decide whether to charge it within 7 days of your appointment time. If you moved late, the 7 days count from the time you moved away from. If we charge, we email you a receipt.
If the charge doesn't go through
We email you a link to pay the fee yourself, and a reminder 3 days later if it's still unpaid. You can also pay at the clinic.
Refunds
If we refund part or all of a fee, it goes back to the card it came from, and we email you each time.
If you think a charge is wrong
Contact us first on 07399 752632 or at info@maisonaesthetics.co.uk, and we'll look at it with you. You can still raise it with your bank.
Need to change an appointment?
Use the link in your confirmation email, or call and we'll sort it out.