1. What is Cancellation Protection?
This is a new feature that protects you (our partners) against late cancellations and no-shows.
When a client chooses to ‘pay at venue’ when booking an appointment at your salon through the Treatwell app, website, or the widget, they will be asked to secure their booking with their card details.
If they attend their appointment as expected then they will pay you directly just like any normal pay at venue booking.
However, if they cancel last minute or do not show up to their appointment, then No-Show Protection will be applied and you can choose to charge the full amount of their booking.
Please see the full article about how Cancellation Protection works here.
2. Which salons are included?
Any salons who accept pre-paid bookings as well as 'pay at venue' bookings are eligible to have No-Show Protection enabled on their account.
3. How do I enable Cancellation Protection?
- UK & Ireland: All you need to do is complete this online form. Your interest will be registered with us, and our tech team will take care of the rest as soon as possible.
- Other markets: Consult your local support team directly (you can find all the contacts on Connect).
If your business is located in UK & Ireland, all you need to do is complete this online form. Your interest will be registered with us, and our tech team will take care of the rest as soon as possible.
4. Can I opt-out at any time?
Yes, you can opt-out at any time by getting in touch with us.
5. How is payment taken if a client no-shows?
The card the client used to secure their booking is charged.
- If this is a new client to you, the usual commission will apply.
- If this is a repeat client then a 2% payment processing fee will be charged as Treatwell took the payment (the same as prepay).
You will have control over stopping the charge or giving a possible refund if you see appropriate, straight from Connect.
6. Does Cancellation Protection apply to new clients only?
No, it applies to all bookings through the Treatwell app and website. New and repeat clients will be asked to secure their booking when booking through the app.
7. Does Cancellation Protection apply to all Treatwell bookings?
Yes. Cancellation Protection will apply to all bookings placed on the Treatwell marketplace and via the widget.
If you want Cancellation Protection to be applied to your repeat clients, encourage them to book via the Treatwell marketplace or widget.
8. Do I have to pay to have Cancellation Protection enabled for my salon?
No, you do not have to pay a fee to be part of this new feature – it’s free for our partners.
9. Are clients aware that their booking is secured with a card?
Yes, they are. We make it very clear during the booking process that they have to secure their booking with a card and if they cancel too late or do not turn up then they will be charged.
Check out what your clients will see in the video below
10. What if a client books more than one treatment?
Treatwell Cancellation Protection will only apply if they cancel or miss all treatments they booked. If they show up for any of the treatments, Cancellation Protection won’t apply.
For example, if a client books a manicure and a haircut in the same booking, then doesn’t show up for one of the treatments but shows up for the other, Cancellation Protection won’t apply.
11. What counts as a late cancellation?
A late cancellation is when a client cancels within the cancellation period you have set. Typically this is 24/48/72 hours.
12. Is prepay still offered?
Yes, your clients can still prepay if you have opted into Cancellation Protection.
13. What do I do if I want to charge a client but there is an insufficient balance on their card?
If a client has insufficient funds at the time that we try to charge their card (due to a no show or last-minute cancellation), we can’t charge the customer. This is very unlikely to happen, but if it does, you should contact the customer directly to arrange payment.