In a nutshell, we require a credit card for every appointment to be more customer-friendly.

The purpose of this post is to explain WHY that makes sense, and WHY we instituted this policy. Let’s start with an example we can all relate to…

When you book a room at a hotel or an airline ticket, you always leave your credit card in advance. In the case of an airline ticket, you PAY in advance of getting any service or benefit. You do this because it guarantees your spot on that airline or at that hotel. Likewise, your appointment with us guarantees you the appointment at the time and date that you requested. As a part of this guarantee, we will be fully staffed with the required support staff to take you in on time (or as close as possible).

As we’ve grown (thank you to all of you!), our providers’ schedules regularly fill up days, weeks, and even months in advance. We regularly run a wait list for people who can’t get in at the time that they want.

Now, unanticipated events happen…it is a fact of life. Sick kids, flat tires, last-minute health issues, etc. We get it. Recognizing this, and in an effort to be fair to all of our valued patients, the following policy has been put into place.

24 hour advance notice is required when cancelling or rescheduling an appointment.

The reason we need this 24 hours’ notice is that it gives other patients the opportunity to schedule an appointment.

If you are unable to provide at least 24 hours advance notice, you will be charged $50. This amount must be paid prior to your next scheduled appointment.

So the $50 no-show fee is not an attempt to ‘profit’ off a no-show, but it helps us make sure that our scheduling and customer service experience is as smooth as possible for you and all of our patients. This guarantee allows us to know that patients will show up as promised for their appointments, and (importantly) it holds us accountable to deliver you the timely, prompt, and friendly service that you expect.

Of course, there are last minute exceptions, I’m a father, and I personally understand this. For last minute emergencies that are truly that, and can be documented, our office management does have ability to immediately re-book you and waive the fee.

All of this allows you and all patients to get in when you expected, and get out when you expected. How many medical offices will say that?? Similarly, if you arrive late, your session may need to be shortened in order to accommodate on-time patients. Your provider will determine if there is enough time remaining to start a treatment.

If you have any questions, suggestions, or concerns about this policy, I’d love to hear from you. You can conveniently send a note right from this page using the ‘contact us’ box.

Thank you for your continued support!
Jake Laban
General Manager
Skin by Lovely Santa Monica & Portland