Hi Natalie We’re really hope you’re feeling much better now. 💗 When booking an appointment at Luxe Lashes, all clients agree to our cancellation policy, which is clearly outlined at the time of booking and in reminder messages. This policy is in place because, as a small business, we have to cover staff wages and costs for the time that’s been reserved exclusively for each client. We completely understand that illness can happen unexpectedly, but as you mentioned, the appointment was cancelled on the day, which unfortunately still falls within our cancellation terms. This means the fee is applicable, as we’re unable to fill that space at such short notice. We always try to be fair and flexible, which is why we give clients the option to book same-day appointments if they prefer not to be tied to our cancellation terms — this was something we’d previously discussed with you. We truly value all of our clients and always aim to deliver the best possible service and experience. Our policies are simply in place to keep the business running sustainably and fairly for both our team and clients. The Luxe Lashes Team 💗