CANCELLATION POLICY
As of 01/01/2021
- General
5 West Legal Services, PLLC is committed to providing exceptional service in a timely manner. Unfortunately, when a client cancels without giving enough notice, it prevents another client from being served. No shows and late cancellation have an impact on service quality while punishing clients who may show up early. For these reasons, 5 West Legal Services, PLLC has implemented a cancellation policy that will be strictly observed.
- Payment
Payments can be online or in person. We do not reserve appointments without a deposit payment.
- Cancellation Request
Cancellation requests may be submitted by phone, email, online or in person. Please note that refunds will be processed in the original form of payment. If you have any questions or concerns about our cancellation policy, please contact us at 312-820-7508.
- Refund Policy
- Refund requests made more than 10 business days prior to appointments will be determined based on service rendered.
- Refund requests made between 1 and 10 business days prior to appointments are subject to 7 business days waiting period.
- Alternatively, you may request that the original fee be transferred to a future appointment or package of your choice.
- No refunds or transfers of the deposit will be issued on the day of, or after, the appointment.
24H CANCELLATION POLICY
Your appointments are very important to the 5 West Legal Services, PLLC team. They are reserved especially for you. We understand that sometimes schedule adjustments are necessary. Therefore, we respectfully request at least 24 hours’ notice for cancellations or rescheduling of appointments.
Please understand that when you forget, cancel, or change your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and other clients miss the opportunity to receive services. Therefore, we have a strictly enforced 24 hours cancellation and rescheduling policy.
Please, note, as of 01/01/2021 the following cancellation/missed appointment policy is in effect:
- Confirmation of Appointment
Clients receive emails or text message appointment reminders. These reminders are set up through the client profile in the 5 West Legal Services, PLLC booking system. These reminders are sent out 1 day before the appointment time.
We confirm by email or text message from our online appointment scheduling software because we know how easy it is to forget an appointment booked several months or weeks ago. From this confirmation email, you have the option of the following at no charge:
- Confirm your appointment;
- Reschedule/change/modify your appointment;
- Cancel your appointment from your;
- Inform by email to any changes or problems;
- Call our customer service department.
Please understand that it is your responsibility to remember your appointment dates and times in order to prevent any missed appointment, which result in a cancellation fee. Not receiving an electronic notification of your appointments from us 2 days before your appointment is not sufficient reason to miss an appointment. We send reminders as courtesy, but clients are responsible to keep or cancel their appointment regardless of whether they receive a reminder or not.
A link to automatically upload the appointment to your calendar is provided on every electronic confirmation.
If you are uncertain when your next appointment with 5 West Legal Services, PLLC is, please contact us to check or login to your profile where your upcoming appointments are listed.
- Cancellation of appointment
A full 24-hour notice is required for cancelling appointments. Clients may contact 5 West Legal Services, PLLC directly to cancel or login to their account in the online booking app or just by responding to the email or text message reminder.
Clients may access their account via the client login link in the sidebar of 5 West Legal Services, PLLC scheduling.
Also, please note that if you cancel 24 hours before the appointment, the following fees will apply:
- With less than 24 hours before your appointment time, you will be billed for 50% of the cost of your appointment. This also applies to same-day bookings which are subsequently cancelled.
- With less than 12 hours before your appointment time, you will be billed for 75% of the cost of your appointment. This also applies to same-day bookings which are subsequently cancelled.
- Clients who fail to show up for a scheduled appointment (“no show”) are billed for the full cost of their scheduled appointment.
Missed appointments and late cancellations are payable via cash, cheque, e-transfer or Square.
- Late arrival
Any late arrival will shorten your appointment time and will not be made up by running into the next client’s scheduled appointment. It is in the client’s best interest to re-schedule the appointment if they are going to be more than 15-minutes late.
- Valid reasons for cancelling an appointment
There is a range of valid reasons for cancelling an appointment. In order to be consistent with all clients, cancellation fees will only be waived in the event of a medical emergency requiring urgent professional treatment, a death in the family or a natural disaster.
It is mutually understood that if a cancellation is due to circumstances beyond any of our control, such as power outage, unfortunate incidence, or weather that requires you or us to have to cancel or be closed during regular business hours, we will reschedule your existing appointment and no discount or charges will apply.
- Cancelling by 5 West Legal Services, PLLC
5 West Legal Services, PLLC stand by our policies. For the sake of fairness to our customers, if 5 West Legal Services, PLLC cancels your appointment within 24 hours, your next appointment will be moved to the next available date. If we cancel your appointment with less than 12 hours, your next appointment is at 25% off. In the unlikely event that a member of our staff does not show up for your appointment, your next appointment will be free of charge.