If a salon cancels your appointment then let's be clear - it's not ideal but you will get a full refund if you prepaid. We're sorry for the added inconvenience caused, too.
The perfect experience, we think, is one where you search, book and pay for your appointment seamlessly with Treatwell and have a top notch treatment to boot.
A salon-cancelled appointment is frustrating, we know. You will get your money back but we want to explain a little about what Treatwell are doing to make salon-led cancellations a thing of the past.
If a cancellation does need to go ahead we ask all salon partners to contact you about it first - in case a reschedule can be agreed or simply to give you a heads up. When cancellations take place without you being contacted - we ask you to send your feedback on this through the link in the cancellation email you'll be sent. This helps us to give extra support to those particular salons so that this doesn't happen again. If you paid online we'll get your money back to you as quickly as possible and our Customer Experience team can help you get rebooked at your next forever venue.
The good news is that salons cancel a very small number of appointments. As the industry continues to grow its online savviness, we see the number of appointments that are cancelled by salons decrease year after year. Treatwell provides its salon partners with the means to keep their availability up to date and to reschedule appointments ( if they really need to) after checking with the customer first. Our partner support teams are also on hand to help keep your appointment in place by educating our partners on the importance of your appointment to you and how to use our salon software.
We value high quality service at Treatwell - we want you to have the perfect experience from searching to booking to aftercare. When a salon does need to cancel an appointment, we're made aware and we closely keep an eye on how often this happens at every salon. If cancellations seem to be a problem for a particular salon, we'll take action. Most of the time a call and some extra guidance is all that's needed to help that salon honour all Treatwell bookings and grow their business. When more support is needed, we're here for our partners then too.