Cancellations & Reschedules
We require at least a 72-hour notice for any cancelled or rescheduled appointments. Appointments scheduled the same day of the appointment and cancelled/rescheduled will be charged a rescheduling/cancellation fee. Late cancellations or reschedules that are given at least 24-hours notice will be charged 50% for the treatment scheduled. Very late cancellations that are given less than 24-hours notice are considered a "no show". "No show" appointments will be charged 100% of the treatment scheduled. Groupon clients are also required to pay the cancellation fee if given less than 72-hours notice.
If a client fails 2x to give at least a 72-hours notice, they will ONLY be allowed to schedule for same-day appointments or will no longer be allowed to schedule future appointments with Sugar Mermaid. The charged amount is non-refundable and will be forfeited. In addition to the cancellation fee, the loyalty discount will not be valid on the next upcoming visit. However, can be applied again in the future as long as it's within the 28-day period, booked the same day as your last treatment by us, and hasn't been rescheduled or canceled.
We no longer accept emergencies of any kind to excuse our cancellation or rescheduling fee. However, if a client gives us enough notice even if it less than our 72 hour cancellation policy and another client fills up your scheduled appointment time, we will waive the fee altogether.
Please cancel or reschedule your appointment through your confirmation or reminder e-mail(s) from us in your inbox or call/text us on our open hours here. Please keep in mind that we are closed Sunday thru Tuesday so we won't see your texts until we open again Wednesday at 11am.
A "no show" will be charged 100% for the treatment scheduled. Groupon clients are required to pay the full amount shown on their receipt from Groupon. The charged amount is non-refundable and will not be applied towards any services or merchandise to compensate our technicians for the scheduled time a client has missed. If this incident occurs twice, a client will no longer be allowed to schedule future appointments with Sugar Mermaid.
Please be mindful that we have other clients scheduled right after your appointment. In order to be considerate of all clients, we must follow our schedule that day and be on time. Please understand that a late arrival will result in a shortened service or incomplete service. We will do our best to keep your appointment, however, we will have to reschedule any client that is more than 5 minutes late as well as charge a late cancellation fee of 100% of the treatment scheduled. This also applies to clients paying with a Groupon voucher.