I’ve been a regular client for years and never missed an appointment. I always respect deposit/cancellation policies. Recently I had a medical episode involving fainting and missed a rescheduled appointment. I apologised and took full responsibility. I was repeatedly told by the owner they would be out of pocket, despite the £50 being retained via Treatwell. If anything, I am out of pocket. There was no flexibility or acknowledgement of my loyalty. The staff are lovely, but it left me in tears