Subject: cancellation policy
From: Release Concierge <[email-masked]>
To: Pritish Nandi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, concierge <[email-masked]>, Hannah Salut <[email-masked]>
Cc: Linda Townsend <[email-masked]>, Rebecca Dybala <[email-masked]>
Date: Mon, 7 Nov 2022 10:19:41 -0500

Thank you for asking for clarification.

Yes, the cancellation fees apply even if they are sick. The only exception
is if they say they have COVID. We let them know that we will waive the fee
if they are able to provide proof of infection - either a positive test
result or doctor's note.

Kris

On Mon, Nov 7, 2022 at 9:21 AM Pritish Nandi <[email-masked]> wrote:

> Hi Kris,
>
> Thank you for updating us.
>
> As per the cancellation policy we have it says the following:
>
> * "Make guests aware of our cancellation policy. In the event that they
> late cancel, or no-show, UNLESS sick, we will follow through on the
> policy."*
>
> Just wanted to know if there is any changes to this and if the
> cancellation fees will apply even they are sick? We have been advised to
> escalate these type of requests.
>
> Please clarify so that we can update our knowledge base.
>
> Thanks in advance.
>
> Regards,
> Pritish
>
>
> ------------------------------
> *From: *"Release Concierge" <[email-masked]>
> *To: *"deeksha" <[email-masked]>, "saurabh" <
> [email-masked]>, "release" <[email-masked]>, "Jayson
> Escala" <[email-masked]>
> *Sent: *Monday, November 7, 2022 7:34:21 PM
> *Subject: *Monica Jansen UPDATE
>
> Thank you for letting us know, Pravesh. This is considered a Late
> Cancellation, so the appointment should have been "Late Cancelled" and you
> would then alert us so we would initiate a 50% refund as per our policy.
>
> *Please connect with a team member to get training on cancellations.*
>
> Thank you,
> Kris
>
>
> On Mon, Nov 7, 2022 at 7:48 AM Monica Jansen <[email-masked]> wrote:
>
>>
>>
>>
>>
>>   Release Wellness - Call Center Contact Form
>>
>>
>>
>> Customer's Name Monica Jansen
>> Customer's Phone Number (508) 439-9662
>> Customers E-Mail Address [email-masked]
>> Message Hi team,
>>
>> The customer called us to inform us that she has fallen sick and wants to
>> reschedule her appointment for another day this week. We have advised her
>> that we will check and get back to her.
>>
>> Best regards,
>> Pravesh Singh
>> Date of Appointment 11-07-2022
>> Time of Appointment 05:45 PM
>> Agent's Name
>> Pravesh
>>
>>
>>
>>
>>
>>
>
>