How to handle cancellations
Even as the year moves on, here in Bristol it can feel like we’re very much in winter. Cold and flu season is in full swing, and it’s completely normal for plans to wobble a little. A worrying sore throat can appear overnight, or a full-blown cold can arrive right before something you’d been looking forward to — like a massage.
Sometimes there’s nothing for it, but to cancel or reschedule the session and, because this comes up reasonably often, I thought it would be helpful to explain how I manage cancellations, the best way to rebook a session, and what your options are if you’re unsure.
This applies not just to colds and illness, but to any unexpected situation where plans suddenly need to change.
How the conversation usually starts
Typically, a client will call or message me and say something like:
“I have a cold. Should I come to my massage appointment or should I cancel?”
I think it's good to start by saying that this is a tricky situation, so let’s look at it from both perspectives.
From the client’s point of view, that’s tough — it's not nice having an illness — and then having to do all the admin that surrounds it is tedious, whether it’s calling into work, finding replacements, or changing plans with friends and family.
I empathise, that's really rubbish. You don’t want to miss out on plans, and you also don’t want to put yourself or others at risk of getting sick.
From my point of view as a small business owner, I always try to be as accommodating as possible to clients who need to adapt their plans.
The fact is, last-minute changes do have a real impact on small businesses and from an outside perspective it’s not always obvious how much rescheduling affects income, room hire, and the flow of a working week, which is why clear communication matters so much, and plenty of warning is really appreciated.
My cancellation policy (and why it exists)
I have a 48-hour cancellation policy. This means that if you give more than 48 hours’ notice, I will cancel or reschedule your session without charge.
Cancelling within 48 hours is charged at 50%, and cancelling within 12 hours is charged at 100%.
Why is this?
It gives me a fair chance to find somebody else to fill the space in my working week, otherwise I lose income. I also often rent a room and have to pay for the space, even if no-one’s using it, and this also impacts me financially.
In general, the more time I have to reschedule an appointment, the better. Of course, it’s not always possible to predict why or when you’ll need to cancel a session, but there are some options in case of a last-minute hiccup which I’ll cover at the end of this post.
Should you cancel a massage if you’re sick?
It’s worth asking yourself:
How will your massage be impacted by being ill?
Will it be uncomfortable for you to lie on the table?
Are you contagious enough that it’s unwise to be in close contact with someone else?
If you’re really unwell or unable to get out of bed, cancelling is absolutely the right call. If it’s the tail end of a cold, more of a mild sniffle rather than something contagious, let me know.
I can adapt the session by:
Ventilating the room
Adjusting positioning to avoid working close to your face
Carrying out extra sanitisation and ventilation of the room after the treatment
I have used these measures successfully before, when communication has been timely and clear, although ultimately, whether you choose to attend or cancel is your call.
I'll always try and reschedule and be as accommodating as possible. Do bear in mind that during working hours I might not have time to respond quickly because I'll be with other clients.
The same thing applies to cancellations for other illnesses as well, or if you’re feeling burnt out, or not able to make the week’s session financially. The bottom line is that as much notice as possible is really good for both therapist and client.
Other options
If something comes up last minute, and you’re already within the 48-hour or 12-hour cancellation window and don’t want to lose the session entirely, there is another alternative.
You’re very welcome to send someone in your place, or even gift the appointment to a friend or family member who’s available. Just sort out payment for the new person between yourselves, and let me know who it is with a little warning.
Ultimately, my aim is to balance care for your health with running a sustainable practice. I’ll always do my best to meet you halfway and find an outcome that benefits us both.
To book or rebook a massage in Southville, Bristol, find my contact details online.
