Cancellations
I’m currently trialling an ‘Honesty Box’ approach for late cancellations (i.e., those within 72 hours of an appointment). Please read on to find out more.
How It Works
If this is your first late cancellation and it’s genuinely been unavoidable, then please feel free to cancel at no charge and make a new booking at your convenience. 👍
Alternatively, if the cancellation was avoidable, if I could have known sooner, or if it’s not the first time you’ve had to cancel, then I kindly ask for 50% of the appointment fee via BACS.
Just send me a quick text, WhatsApp, or email, and I’ll provide the payment details.
Further Information
Any cancellation within 72 hours of your appointment.
With 72 hours’ notice, I’ve got a good chance of swapping things around or fitting in a new booking. After that, it gets much less likely that I’ll be able to fill the gap.
That way, we share the cost of the cancellation equally. This seems a fair way to split it.
I’ll leave that to your discretion. But in the past, examples have included:
- Accidental double-bookings
- Something else being prioritised
- A change of mind
- A forgotten booking
- Failure to have the piano delivered / in place ready for the appointment
I have considered it, but for the vast majority of customers it simply creates unnecessary admin.
Initially, I simply let first-time cancellations go and allowed customers to reschedule. The upside was that most customers would rebook soon afterwards. The downside was that the unfilled cancellations would cost the business around £1,000 a year.
After a few years, I began asking a fee for all late cancellations. Plenty of customers were apologetic, happy to pay, and made a new booking. But unfortunately, a larger number never responded and never rebooked.
So I’m hoping this approach strikes a positive balance between the two🤞
