Consecutive Late Cancellations
Following two late cancellations, any subsequent appointment(s) must be prepaid in full at the time of booking; if the third appointment is late-canceled, the full value of the appointment is due.
In the case that a client fails to notify the studio of a late cancellation and subsequently does not show up for the appointment (i.e. the client is a "no-call/no-show") the studio reserves the right to increase the fee to 50% of the appointment value and/or require payment upfront for any subsequent appointments.
"I wasn’t informed of the cancellation policy."
The cancellation policy is accepted verbally at the time of booking and accepted again formally in writing on the health intake. It’s reiterated in subsequent confirmation and reminder emails. The policy is also available on the website for your convenience.
"What if I have a good reason to late cancel?"
There are a variety of reasons which may cause a client to cancel their appointment without sufficient notice. Artemis employees cannot subjectively evaluate and/or substantiate individual client claims. Therefore, the policy is standard and applies to all late cancellations.
"What if it’s out of my control?"
Nearly all late cancellations are due to reasons that are out of a client’s control. Since the end result of a late cancellation is always the same for the service provider, we are unable to deem one client's reason “more valid” than another client's reason.
"The fee seems high."
The precedent for cancellation fees is set by established businesses in the industry such as Hand and Stone (50% fee), Massage Envy (50 - 100% fee), and Elements Massage (100% fee). By comparison, the fee chosen by Artemis ($5.00 per 15 minutes) is an amount equal to 25% or less of the appointment value. This rate was chosen to be reasonable for the client while meeting our contractual obligation to the therapist.
"I’m a regular client - why do I have to pay a fee?"
We are grateful for our countless supportive, regular clients! Returning regular clients comprise the majority of our client base, visiting as often as every two weeks. Aside from frequent attendance, part of being a loyal client includes respecting the professional boundaries of the massage therapist and the policies of the small business.
Moreover, the business is contractually obligated on behalf of the therapist to collect a late cancellation fee. It provides a way for the client to continue an ethical relationship with their therapist.
"I tested positive/was exposed to COVID-19. Why do I have to pay a fee?"
In light of the global conditions since 2020, a client scheduling an elective personal care service accepts the possibility that if they should cancel within the 24-hour window prior to their appointment due a positive test/potential exposure to COVID-19 a nominal fee is owed.
It can be helpful to understand that a fee is not a penalty. It exists to maintain respect for the therapist and their time when a client cancels without adequate notice; it allows for the client to maintain a professional relationship with the therapist. In this way, the policy has become especially important during the pandemic.
"Can I come in while sick to avoid a fee?"
It is against studio policy to arrive to an appointment if you have any symptoms of illness. Aside from protecting the public from infection, massage therapy is contraindicated for clients who are ill, since it can increase the severity of illness through its effect on the lymphatic system. It is always in your best interest to reschedule when ill!