Why have I been charged when I didn't attend my appointment?

Most of our partners on the Treatwell marketplace are independent businesses that rely on your custom to fill their calendars, so they can continue to deliver your favourite services.

That's why it's important to cancel within their policy or to reschedule, so they can find another client to fill the appointment. 

It's also for this reason that when you book with certain venues, you may notice that you still need to put your bank details in to confirm your booking, even when you've chosen to pay at the venue.

When you see this at the checkout it's because this venue has opted into our payment protection scheme, which means that if you cancel outside their cancellation policy, or don't show up, you'll be charged the full amount of your booking. While, if you attend your appointment, you'll pay at the venue as normal with your desired payment method.