CANCELLATION POLICY
Objectives and Background
The Wilson Standard is committed to providing the best service in a timely manner. We aim
to accommodate your needs.
Unfortunately, when a client cancels without giving adequate notice, it prevents another
client from being served. This cancellation policy is used as a way of respecting the time
commitment of all involved. It explains the process for requesting a cancellation and the
fees applicable. This policy is used in fairness to both our business and the clients who
would otherwise have wanted an appointment.
We are implementing a straightforward cancellation policy to be upfront about all the costs
you may face when engaging our services.
Cancellation Policy
We understand situations can arise in which you must cancel your appointment. Due to limited
appointment availability, we request that you cancel with adequate notice. This allows us to fill
that appointment slot.
How to cancel
Cancellations must be made by:
Phone: 1300 095 145
Email: info@thewilsonstandard.com.au
Notice period
We require a minimum of 2 days’ (48 hours) notice for cancellation.
Notice must be given by 5:00 pm on a business day, at least 48 hours before your scheduled
appointment.
Rescheduling
Each booking may be rescheduled once only.
Rescheduling must be done with at least 24 hours’ notice.
A $30 rescheduling fee applies if less than 24 hours’ notice is provided.
Rescheduled appointments must take place within 30 days of the original appointment date.
Late arrivals
Appointments will only run for the time remaining if you arrive late.
If you are more than 20 minutes late, the appointment will be rescheduled or cancelled, and the
cancellation fee will apply.
Cancellation fees
50% of the booking fee will be charged for cancellations made with less than 48 hours’ notice.
100% of the booking fee will be charged for “no-shows” (failure to provide any notice or not being
present at the property at the scheduled time).
All cancellation and rescheduling fees will be charged to the same payment method provided at
the time of booking, through our secure payment gateway (Stripe).
By confirming your booking, you:
Authorise The Wilson Standard to process cancellation and rescheduling charges in accordance
with this Policy; and
Acknowledge that you will receive an email or SMS notification confirming any fee before it is
processed.
If the payment method on file cannot be charged, an invoice will be issued, and payment must be
made within 7 days.
Disputes
If you believe a cancellation fee has been applied incorrectly, you must notify us in writing within 7
business days. We will review and respond within 14 business days.
Acceptable Circumstances for Waiving Cancellation Fees
The Wilson Standard recognises that unforeseen events may occur. In the following limited
circumstances, cancellation fees may be waived at our discretion:
Medical emergencies: with supporting documentation (e.g. doctor’s certificate).
Natural disasters or extreme weather events: where travel or access is unsafe or prohibited.
Bereavement: immediate family member.
Government restrictions or emergencies: such as lockdowns or mandatory evacuations.
All requests for fee waivers must be communicated to The Wilson Standard as soon as
reasonably possible, and supporting evidence may be required. Approval of fee waivers is at the
sole discretion of The Wilson Standard.
Questions
Our business firmly believes that a good client and business relationship is based upon mutual
understanding. Questions about our cancellation policy should be directed to 1300095145 .
Agreement
By signing (or electronically agreeing) to this Cancellation Policy, you confirm that you have read,
understood, and consent to the following terms:
You understand that your booking reserves a dedicated time slot with The Wilson Standard.
You may be charged a cancellation fee if an appointment is cancelled without providing at least
48 hours’ notice or if the appointment is missed.
The cancellation fees are:
50% of the booking fee if cancelled with less than 48 hours’ notice;
100% of the booking fee for missed appointments (“no-shows”).
Reschedules with less than 24 hours’ notice will attract a $30 rescheduling fee.
All cancellation and rescheduling fees will be automatically charged to the same payment method
used to secure the booking at the time of cancellation or no-show.
By signing below (or checking the consent box online), you agree to these terms.
Dispute Resolution Process
Any disputes regarding cancellations must be submitted in writing within 7 business days. The
Wilson Standard will review and respond within 14 business days, outlining available options for
resolution