No Show & Short notice cancellation/rescheduling policy
Our policy for productivity loss prevention
To our valued customers
This policy is strongly implemented; this is not a fake or dummy policy to bluff our clients with the purpose of only to discourage the clients from Not showing up or canceling / re-scheduling the booking on short notice without any penalty upon doing so. It is wrong to presume that we will never implement this policy, including with our regular repeat and loyal clients. Please bear in mind that it is preferable for us to let go of any clients who will dispose of our productive time.
Please do not downplay this policy as we seriously add No Show Short notice canceling/re-scheduling customers to the Do not re-book list; booking again is unavailable until penalty fees are paid. To our regular repeat or loyal clients/customers, please do not presume that this policy does not exist when you commit a no-show or short notice cancelation/re-scheduling or have an exception for being a repeat regular customer or if it is your first time to do so that a No show/short notice canceling customer can book again as nothing happened.
This policy is the most elaborated policy due to customers' excuses, guilt-tripping, downplaying and ignorance of this policy, clients trying to pay penalty fees with "sorry" or any sincere heart-touching apologies, verbal abuse we have received whenever we apply this rule, and any other loopholes a client may create. Most No-show customers will try to reason why they should get an exemption. We reserve the right to modify our rules on short notice whenever we see loopholes in our policy.
These policies exist to protect our business, prevent our productive time loss, and provide available time to other customers. We understand our clients' freedom of choice to abandon their bookings or appointments with us. There are no personal negative feelings from our team to any No Show/ Short notice canceling / re-scheduling customers. However, please also understand our rights to demand penalty fees for time wasted or refusing to serve those clients whenever they choose to do so; we are just implementing our procedures. Please do not compare us in the services/hospitality industry to the retail sector, as we cannot return the time we lost or call back other customers we have turned away.
Thank you for your understanding,
From Khunchai Thai Massage management
Proof that we are not bluffing
Unfortunately, As a small business, our policies are often downplayed by some of our regular repeat clients, including having a strong negative remark against us, unlike how they are going to be ok and understanding when a big business company penalizes them for Not Showing up or canceling/rescheduling on short notice such as Airline companies, Hotels or a luxury Spa. Please let us prove that we are serious by showing screenshot of two out of countless abusive messages we received from No show / Short Notice canceling customers that we refused re booking.
How does it affect us and why do we have this policy?
We reserved the timeslot and refused others to book because of that reservation if the booked customer didn't come. We lost our productive hours and missed the others we refused to book if the customer did not show up or even give us a reasonable cancellation notice time to replace them.
A most common misconception is that we are compared to retail industry, it is just like going to a supermarket or a retail store and just not buying the goods/product or merchandise they picked up and put in their trolley when they reached the counter because they changed their mind, the retail store or supermarket did not lose anything, The therapist did not work, used physical energy and get tired, so nothing was lost. But the services industry like us are way different; We lose our productive hours whenever there is a no-show or short cancellation notice, preventing the other potential customer/client who would book the time that a no-show or short notice canceling customer has taken and dropped. We cannot bring back the lost earning opportunity time that a no-show/short notice canceling client has booked; we should have booked someone who will surely come and make a successful trade with us that we refused to book due to a no show customer took the timeslot on our booking that made it not available for other potential bookers and not showing up.
What happens when a booked customer will not show up or cancels/reschedule on short notice?
They will be added to our Do not Re-book list. Reserving a booking with us is unavailable until penalty fees are paid, and all their contact details will be blocked to all of our communication devices and online booking software to prevent them from re-booking as we cannot take the risk of losing our productive time again with a No show/short notice canceling customer. This will also affect the convenience of claiming a gift voucher from us if they receive any. We will not demand a no-show or short notice canceling/rescheduling customer to pay any penalty fees; it is up to them if they want to pay and be able to book again or say goodbye and start a business relationship with other similar service provider.
Penalty fees must be settled using email messages or the contact form in this website as it must be documented, we will not settle any penalty fees over an unrecorded phone calls.
All No Shows, Short notice cancelling/ re scheduling incidents are recorded and it is not pardoned after a year and it will stay indefinitely until penalty feed are paid regardless how long it did occur. In mid 2023, a significant recorded No Show clients from 2022 attempted to call to book based on the caller number screening app report.
Still welcome to our services but not allowed to re-book
No-show and short-notice cancellation clients that are not allowed from re-booking are still welcome to our services but just as walk-in and if we have available time upon walking-in or arrival while still listed on our do not re book list, Any clients listed on our do not re book list cannot make or request a booking in advance until the penalty fee is paid.
But any banned or trespassed individuals cannot make a booking and be served even as a walk-in at all. A customer listed on our do not re book list will be added to banned list if harassment occurs such as sending us angry messages or angry calls in response of not re booking them and attempt to book using another name, number or family member's log in online booking account.
Why Other Thai massage does not have No show / Short notice cancellation policy like yours ?
This is up to each business operator. Most Thai massage business operators are okay with it as they value all the paying customers regardless if they conveniently do not show up on a few appointments they book and hope they will still keep coming back or they are too worried that they will lose so many customers or they cannot handle assertive and passive abusive customers and this is also the reason why most customers think it is ok not to show up on appointment, cancels or re schedule a booking on short notice. Still, we are sure that despite being lenient or not having policies, other Thai massage operators and staff are not happy whenever a customer does not show up, cancels, or reschedules on short notice as their productive time goes to waste. We screen out clients who do not value and have no sympathy for other people's time. We do not take this abuse and see it as a short-term loss and a long-term benefit of not having no-show customers getting into our bookings. In addition, we noticed that most newly started Thai massage establishments from 2020 onwards added these policies to protect their business.
Charging A No-show or Short notice cancellation penalty fee is not against any New Zealand consumer laws.
Infected by covid?
As of 14th of August 2023, Covid restrictions was dropped by the New Zealand government. Therefore, there will be no exemption to anyone using Covid 19 infection as a reason to not show up or cancels an appointment on short notice.
I'm sick, I took some medicine/rest time expecting to feel better, but / unfortunately, I'm still feeling ill so I'm canceling on short notice.
Please do not put our productive time at risk of being wasted. Anyone feeling sick but waiting to feel better on that day but is still feeling ill and called to cancel any of their bookings on short notice will not be excused. Please give us chance to book others if you are unsure if you can make it on your appointment. Any sick or unwell customers should call and cancel their booking as early as possible and not gamble with our productive time, to come if feel better later or cancel on short notice if still ill. Please bear in mind that we do not intend to force any unwell or ill customers to attend their booking but it is about enforcing to give us a chance of booking someone else by giving us a reasonable cancellation notice time if any booked person is unsure if they can attend their booking or not. [the booked customer will still be penalized for holding up the time and not attending it, not for cancelling on short notice due to being sick]
Do Not book if you feel sick then cancel /re schedule later on short notice
- Booking around morning time at the same day then canceling the booking few hours after the booking will not get an exemption and penalty fees will apply. Most people should be aware of their medical condition (if they feel sick) around morning time and should not make a booking that they are not sure if they are able to attend.
Canceling an appointment when sick
Please cancel before 12:00pm. If the appointment time is anytime before 12:00pm. We will not regard it as a short notice cancelation and will not incur any penalty fees out of sincere consideration. Any cancelations from 12:00pm to afternoon till evening due to being sick will not get an exemption and will incur either 50% short notice cancelation/re scheduling penalty fee or 100% penalty fee if we have followed up or the customer canceled their appointment within 60 minutes before the time they have booked or after the appointment time has passed as that was already considered a No Show appointment. There will be no exceptions for any booked customer that get sick or feel ill but just forgot to cancel or re schedule on time, we believe that our clients should value our productive time (not just forgetting it) regardless if they are feeling ill / sick or not by canceling the appointment as early as possible so we can replace the booking.
Can you hold the timeslot for me?
Answer: No, Please let other customers who are sure of their schedule to book and take the available timeslots we have and let us earn and be productive by not holding any available time slots and cancel or reschedule it on short notice. Doing so will incur penalty fees.
How about re schedulling on short notice?
This is technically a short notice cancellation of the appointment for the current day, and to be rescheduled at another time, this will still be subject to 50% penalty fees. It is true that the short notice re-scheduling customer will still do a business transaction with us and still pays money to us on another re-scheduled appointment day but it will actually cost us more to take their money next time by missing out other customers who wanted to book and will surely come. ("You still make money if I come tomorrow" - short notice re-scheduling client said) Still, they are also indirectly sabotaging the current-day booking by preventing other customers from booking the timeslot on that current day and suddenly canceling it.
Cancelling or re scheduling an appointment close/near to appointment time.
Any cancellation or re-scheduling done close to the booked appointment time is considered a No Show, not a short notice cancellation notice anymore if notified us under 90 mins before the appointment. The penalty fee will be 100% of the price of the service booked and not 50% for short notice cancellation notice as the booked client did not give us a chance to book other clients who may want to book by not giving us a small time allowance by canceling too close to appointment time. The clients on our waiting list who may wish to book may have other plans already or went to book another Thai massage spa and it is too late for us to call or notify them that we have spaces opened up.
Long weekend holidays.
probability of booked clients not showing up on appointments or cancel their booking on short notice.
It is always expected that there will be short-notice cancellations and customers not showing up for appointments on long weekends. Going outdoors and having a picnic or outdoor lunch with family is fun, mainly on a good-weather long weekend. The customer is more likely to abandon the booking with us. Please note that we do not have a holiday surcharge but we will never have leniency for short notice canceling customer reasons such as being sick, family emergencies, accidents, etc. even if those are legitimate occurrences, at any long weekends. The customer will be listed to the do not rebook list customers and will not be rebooked until the penalty fee is paid for short notice booking cancellation, regardless of any situation.
Our Staff turned up to work to meet the customer's appointments at any long weekend. It is not fair on our side if the customer abandons the booking using sick, accident, or emergency cover-up guilt tripping. There will be no excuse for canceling on short notice on long weekends.
Fact: We have this policy because of our experience on a long weekend. We drafted this Short Notice and No Show policy on a long weekend of Auckland's anniversary day 1st of February 2021, when half of our booked clients (also those regular repeat clients) claimed they were sick and could not come on short notice along with No shows on that long weekend. From that long weekend, it is always expected that there will be a booked client who will not show up or cancel on short notice, and we are not wrong with this, but we manage to minimize the number of customers doing so because of these policies. Please note that we are not enthusiastic to charge any penalty fees, we are just protecting our business. The first long weekend that we did not record any no-shows or short-notice cancellations was the Labor weekend of October 2022.
Reasons we encountered for not attending a booking or cancelling the booking on short notice
No one will look after the children / parent or any family member including sick family member/dependents.
Kids are sick.
The client has to look after the pet or walk the dog.
Schedule of the booked client became chaotic and unorganized so therefore will not attend or just cancel the booking in short notice.
The client apparently have called by employer to work or picked up a work if the client is an independent self employed contractor, too busy at work and cannot leave [or any heart touching logical reasons under the sun regarding work] and drops the appointment on short notice or just not shown up.
Neighbor is blocking the driveway so the client cannot drive out and come.
Hangover or alcohol intoxication from previous day.
Traffic was so slow and so bad. Booked client driving/coming from far place.
The client suddenly have or experienced an accident or any emergencies at the time that is to close to the booked appointment time or just past few moments after the time of appointment they booked that we have to follow up.
The client having a little rest, a nap or sleep, unfortunately the alarm clock failed to wake them up on time and missed to attend the booking.
Someone else has booked for a particular person without the booked person's knowledge.
The clients do not have our number and cannot call to cancel my appointment.
The booked client thought they sent the cancel request on time but it wasn't.
The client forgot the appointment for any reason, despite having received a 24hr text reminder of their booking by the software we use.
The Doctor, The lawyer, The secretary or minister, The judge, The school principal, The President of the country, The VIP or any has called or set up an appointment with me same time as my booking so the booked client cannot come.
Simply "something has come up" sorry cannot come today.
I am sick and forgot to cancel.
Family - The client should be responsible for their schedule and organizing any family arrangements without interrupting other people's livelihood or businesses by not attending a booking they requested or canceling on short notice for personal reasons. Therefore, booking or requesting an appointment is advisable only if you are sure of your family arrangements or personal schedule, It is also not our fault or wished that some family member get sick or ill so the booked customer will abandon the booking with us due to this, We should not carry the loss of our productive time due to any family or personal reasons as we did not cause any of those while the customer agreed to arrive on the time they requested for booking so penalty fees still applies.
Kids or my Child is Sick - We are sorry for the child's situation but we will not carry the loss due to this unforeseen circumstances and this should be passed to the person/ parent who booked their appointment by charging penalty fees to pay for the wages of staff who also have a child or family to support, who loss their productive hours due to any short notice cancelation or re-scheduling regardless of any reason from a parent customer who is unexpectedly have to attend to their kid. We are not unkind, No Empathy, villain, inconsiderate or any, please no guilt tripping.
I got called to Work - We understand that our client's work and source of income are valuable to them, and so do our productive time that any client has booked with us is valuable for us, like you and everyone else, we are also working and abandoning the booking with us on short notice due to work has denied us of our possible earning opportunity. There will be no exemption.
Family emergencies and accidents - We sincerely sympathize with all of our clients on any unfortunate, unforeseen incidents such as emergencies/accidents. Still, we will be technical and add any clients to the do not re-book list until the penalty fees are paid. A booked client or customer not showing up or canceling on short notice for any reason is also an unfortunate incident for us by losing our productive earning opportunity time. We will not carry the loss, the no show/short notice cancelling or re scheduling client will be added to do not re book list and will be refused to reserve any bookings until penalty fees are paid.
My wife booked for me/ someone booked for me, its not my fault - Any individual is responsible for their important personal details such as their name, email address, and phone number, and those information should not be allowed to use by anyone else for booking and shopping online without consent. If a friend or family member books an appointment for you, we believe that you gave the friend or a family member a permission to use their personal details to book [please note our booking has mobile number verifications], reasons such as "my spouse/friend/siblings booked it for me, I did not know I have an appointment" or any similar reasons will not be exempted.
I will see the Doctor/G.P, the lawyer, the celebrity or any V.I.P. first and cancel / re schedule the booking - Regardless who the client is meeting and if the booking is made in advance, it is considered that we made an agreement of appointment time first and it is not justifiable to cancel or reschedule the booking or cancel due to any urgent calls from anyone important or with higher social or professional status. Our time is also important similar to those people with higher social status or profession. The client should let the doctor / G.P or any VIP know that they cannot came in specific time they assigned as they have a booking with a massage spa already and look or set up for another time to meet them. If unavoidable, The client who booked in advance should carry the loss by paying penalty fees for short notice cancelation/reschedule or no show.
For any other reasons such as neighbor's car blocking the driveway, hang overs/ alcohol intoxication, bus did not arrive on time, alarm clock did not work and wake the person up on time, too tired to go, bad traffic, negligence of schedule or for any reasons, We are not liable and we did not caused those incidents. We will not give any exemptions on any of those random reasons on why a client will not attend their booking on short notice. We will not carry the loss of productive time due to any of those random reasons which we did not cause or which we have nothing to do about, The client will be added to do not re book list with no possible exemptions unlike the cancellations due to emergencies, only paying the penalty fee is the way out of do not re-book list.
-*Any individual will be aware of their health condition around morning time. Out of consideration, we exempt anyone from any penalty fees from cancelling/ re scheduling on short notice if done before 12:00pm. It will be hard for us to believe that any booked client is sick if the customer cancels or re schedules their booking around afternoon till the rest of the day.
- Please do not hold our productive time on risk waiting to feel better later but still cancels. Please cancel as soon as possible and let us have work by freeing up the time. Anyone doing this will be added to do not re book list and penalize not for being sick but for holding up our time and not attending it.
-"I am so sick, and I forgot to contact to cancel my booking" This is not enough justification especially if we have to follow up few minutes after the booked appointment time, The booked customer should value our time by canceling the appointment on time or asking a family member to do so not just mere forgetting it, We will not carry the loss due to forgetting to cancel the booking.
*We maybe not accurate with that depending on any individuals health immunity but that is our condition and all customer books with us agrees with all of our terms and conditions.
- Our approach will be technical than humanitarian. Over apologizing with any heart touching reasons will not get a short notice cancelling/ no show customer an exemption for penalty fees, We will be technical to this policy, "Business is business", No guilt tripping needed. It is not necessarily that we are heartless and inconsiderate we are just implementing the rules we create to protect our source of income.
We are not rude, No empathy, inconsiderate, mistreating customers or greedy if we do not accept any "sorry" or "big apologies" as a substitute for any penalty fee payment and add anyone to our do not re-book list due to not showing up and canceling / re-scheduling an appointment on short notice. We are duty-bound to implement this policy. We are just protecting our business, and there is no need for guilt tripping and telling us, "I will not book again," I will go elsewhere," I will bring my money somewhere else," or any phrase to make us feel that we lost a valuable customer and money. We value everyone's freedom of choice on where they want to go. It is better and preferable for us to have no bookings and have a slow day than to have clients who do not show up or cancel on short notice on our bookings, which may prevent serious bookers from reserving an appointment with us. Any clients who do not show up for appointments/cancel or re-schedule on short notice, and do not want or are willing to compensate or pay for the damage to our valuable time they have done are considered passive abusive customers, and we do not think it as a loss to end a business relationship with them. We are friendly and accommodating but not pushovers. To avoid this unpleasant transaction, please only book if you are sure of your schedule. Our team is grateful to all clients who value and are sympathetic to our time and respect this policy.
Emergencies of any kind and accidents - We sympathize with the client on those unfortunate incidents. However, those can be powerful guilt tripping excuses such as Family emergencies or accidents. Please note that penalty fees still apply unless the booked client who canceled/ re schedules on short notice or has not shown up can provide proof of incident such as a visit with a physician or medical centers, panel beater invoice, Insurance claims, or any solid evidence that those unfortunate incidents had occurred with matching time and date with the booking that was not attended.
You lost a regular repeat client - This is a normal occurrence. We can all agree that nothing is permanent. We do not feel sad or lose anything when a client or regular repat client goes to the competitor due to this strict No Show & short notice cancellation policies or any reason. We always wish our counterpart businesses are busy and doing well as other they are like us making an honest living while serving others. "You lost a regular client" is another favorite guilt-tripping phrase of any passive-abusive customer who downplays our policies and does not want to pay any penalty fees when they violate this policy. It is always ok for us to loose a regular client who does not value our time and more likely to not show up or canceled / re-schedule on short notice. We are more concerned for the other Thai Massage business that a No show customer will do business next for not showing up on appointments.
You could have get more money back from me if you allow me to book again (without paying penalty fees) - No, Please pay the penalty fees first before booking again. We do not want a repeat No Show and short notice cancelation/ re scheduling incidents from regular repeat customers. Not everyone can be persuaded by money, gold and silver when appealing to their self-interest. We wanted our time to be valued and respected by our customers even if we are just a small business. Please pay the penalty fees out of fairness to other regular repeat clients who paid penalty fees when they cannot make to their appointment on short notice out of respecting our time. Also, other regular repeat customers did not show up once and added to do not re book list then come back and paid the 100% penalty fees after a while.
I have been recommending or referring customers to your business why not give me an exemption ? - We are thankful for any recommendations bringing new clients to us but that cannot be used as a justification for not showing up on appointments or cancelling/ re scheduling on short notice. The client / customer did those acts of goodwill voluntarily. Any gifts, monetary tips given to staff or any act of goodwill from clients are not expected but highly appreciated but also, anything we received from clients are regarded as "no strings attached" and will not be reciprocated with favors for longer duration request, discounts or exemptions from this policy.
I have done a lot of appointments and brought you more money but why add me for single offence? - Yes, the policy is still applicable regardless how many times a client did a business with us. Please bear in mind that the money customer paid with us was already reciprocated by us with our staff providing the service with best as effort as our staff can provide, we already exchanged the customer's money with our service or did a successful trade. Any business or service provider should not be guilt tripped with that.
You treat bad your customers - For not re-booking customers who will not turn up appointments or cancelling/re scheduling on short notice, We disagree, just implementing our policies to protect our business from constant revenue loss. We will still serve them but only as a walk-in and if available upon arrival, just cannot re book until penalty fees are paid. Charging penalty fees for not showing up and short notice cancelations are not against New Zealand consumer laws. It is not morally wrong. But please note, any aggressive or unpleasant response, remarks or messages will get the client moved from do not re book list to banned list.
Other asked questions
Its not a busy day in a weekday and it is very likely that you did not loose any customer if I will not turn up on my appointment or cancel on short notice in a slow day.
Penalty fee still applies regardless of what day and how busy we are. We do not encourage or give any exemptions for not showing up or canceling an appointment on short notice regardless of our slow day. A no-show/short notice canceling customer may rebook on any busy day as well and do the same to inflict damage on our productivity.
My friend, family or partner booked for me and I did not know so I didn't come to my appointment and show up
If the booking is made under your name, phone number and email address. You are liable for the no-show appointment. The booker will also be added to our do not re-book list if we can find out who made the booking for someone that did not show up. We believe that the particular booked person is responsible for protecting or disclosing any of their personal information which was used to make a booking and if it was booked by a friend or a family member in surprise or not, the booking made has concent from the person which was booked.
I have a voucher given by a friend, but I am recorded on the Do not re book list due to short notice cancellation or not showing up, can I claim the voucher?
Yes, you can claim your voucher but cannot book an appointment as we still see you as risk of disposing our productive time if you cancel on short notice or do not show up again. Vouchers cannot be used as a loophole to book for anyone on our do not re book list. As long as the penalty fee is not settled yet, you're not allowed to book with us. You are welcome to walk - in only and service is available if we have available time for you upon the time you walk - in. We are not liable or responsible to insure that we have availability upon arrival of any walk-in customers regardless of having a voucher.
I have lots of money to spend and I book on regular basis once a week or two, Will you put me on do not re book list if I did not show up on my appointment or cancel my booking on short notice even just once?
We treat all customers with the same level of hospitality, respect, and care regardless of how often they come to do business with us or how much they spend with us. There will be no exemption for a regular customer who spends a lot on our business but will disregard our rules, regulations, and policies. This is called self-respect, we will not take this abuse because of money, It is ok for us to loose a regular repeat client who will disregard our policies.
I booked for my family or friends, but they did not show up or suddenly could not make it. Who is liable?
The person who booked those appointments is liable for the no-show. Therefore, it is advisable to let the others book for themselves, not make a booking for them. The booked customer will also be responsible if the booker provides their name and contact details.
-Please note, it will be the same for anyone booking for couples or multiple appointments [ taking your friend or family to come with you] but the booked companion suddenly cannot make it.
-Do not book for someone else, such as family members, if we are not sure that they will be able to make it on the appointment that you are booking for them.
-Protect your personal information such as phone number and email address. Do not let anyone use it on anything else, like booking an appointment for you online.
If we are so serious with No show and Short notice cancellation policy, why don't just collect deposit before an appointment?
As best as possible, we will abstain from collecting any debit or credit card details with any third-party financial services, so if in any case of, cyber-attacks that will steal any card details, All our clients will be safe as they have never used any card details. Collecting deposits through bank transfer may complicate things. So we add the no-show or short-notice canceling clients to the do, not re-book list.
Do not assist anyone on our do not re-book list due to not showing up and canceling a schedule on short notice who has not settled any penalty fees to make an appointment with us. Anyone helping a no-show / short notice canceling client who has not paid the penalty fees yet will be banned from our services. Repeat clients who did not show up booked using another name or account will be served a trespass notice if we recognize them, as we do review our CCTV cameras when the no-show customer last time booking with us; we reserve the right to ask for any ID if we suspect that a No show client booked using the name and account any of their family members.
Acts of nature
Just in case of calamities such as heavy rain followed by flooding or when it is too risky to travel to attend any appointment with us, We value the safety of our clients and its is more advisable to cancel the booking in short notice or just not to attend the appointment at all and to stay safe at home. No Shows and short notice cancellations are not observed whenever there is a advisory from Civil Defence NZ to stay home and stay safe.
This policy is the most misunderstood by most consumers who think it is okay to do so, along with most of our counterparts or other Thai massage spas being lenient with this. Also, Short notice cancellations/re-scheduling and No-shows are always subject to the customer's own interpretation if we are not direct and precise. Therefore we created this page with as many details as possible based on our operation experience.