These are the foundational rules that all receptionists must follow when booking appointments. Every service we offer is time-sensitive, and small mistakes can cause client backups, stress for the estheticians, and lost income. This section walks through each rule clearly.
What this means:
Clients receive reduced pricing and shorter service times when they book “repeat” services. These are only available to clients who return within our repeat window, which is:
4 weeks + 5 days from the last time they had that service.
What to do if they’re outside the window:
Update the service to full price.
Do not leave the repeat service on their appointment if they’re outside the window, even by one day.
Change the service to the regular-priced version.
Check for time conflicts:
Some full services are longer than repeat versions. If switching the service adds time:
Look at how far outside the repeat window the client is.
If it’s only a few days, ask the esthetician if they’re okay with the slight overlap.
Do not assume — always confirm with the esthetician before finalizing.
Send a text to the client:
Once you’ve made the change, send this message:
“Hi! I noticed your appointment was booked just outside our repeat window, so I’ve updated your service to the correct version. Let us know if you have any questions!”
Never book two appointments at overlapping times — even by a few minutes.
Don’t schedule an appointment that runs more than 5 minutes before or after a provider’s shift.
Examples:
❌ If their shift ends at 3:30 p.m., you cannot book a 30-minute appointment at 3:15 unless they approve it.
✅ You can open a shift up to 5 minutes at the start or end without permission.
(e.g., book a 15-minute service at 9:25 if their shift starts at 9:30)
Every appointment must have:
A phone number, and
An email address
If a client refuses to give one or both, do not book the appointment.
These are required for confirmations, cancellations, and reminders.
When booking or rebooking:
Always ask if the client has a preferred esthetician — even if it looks like they chose the same one.
If yes, mark it as a Request in Mangomint.
If they’re open to anyone, do not mark it.
Why this matters:
Clients not marked as a request can be auto-reassigned by the system if a gap needs to be filled.
You can open a schedule by up to 5 minutes at the start or end of a shift without asking.
You cannot go beyond 5 minutes without direct permission.
You cannot book over breaks or blocked time unless the esthetician has approved it.
These are strictly enforced for liability and safety:
Clients must be at least 16 years old
Must have parental consent and esthetician consent
Some estheticians only wax 18+ — always check before booking
Clients must be at least 16 years old
Must have parental consent
Clients must be at least 12 years old
Must have parental consent
If a client is under 18:
Confirm that the parental signature is present on their intake form.
If missing: contact the client and let them know we cannot proceed without it.
Do not leave the appointment on the books without the signed form.
Use Mangomint’s search bar to check for existing profiles before creating a new one.
Best ways to search:
Phone number (recommended)
Email address
First name + last initial
Partial name
Confirm that they are the same person.
Check matching phone numbers or email addresses.
Be 100% sure — make sure it’s not just someone with the same name.
If confirmed, merge the profiles using Mangomint’s merge tool.
This cannot be undone.
Clean up the profile:
Correct name, contact info, birthdate, and notes.
Delete outdated or incorrect information if needed.
Clients and estheticians often make changes to services, especially during or after appointments. You are responsible for keeping these changes accurately reflected in Mangomint.
Open the appointment in Mangomint
Change the service type
(for example, from "Brazilian Wax" to "Brazilian Sugaring")
Even if the price is the same, it still needs to be updated
Check whether the new service qualifies as repeat or full price
Look at the date of the last similar service and update accordingly
Click Save to lock in the changes
Watch the full message before making any updates
Open the client’s profile in Mangomint
Make all requested updates, which could include:
Adjusting the service type
Adding notes about late arrivals or issues
If you’re unsure about any part of the request, ask the esthetician to clarify
Document anything important in the yellow info box on the client’s profile
All other notes should be added to the client’s timeline
We track repeat services based on past appointments
Sugaring and waxing have different providers, service times, and product needs
Clients rely on this history for their own records and comfort
Estheticians are paid and scheduled based on what’s booked
Never skip updating Mangomint — it affects every part of the business.
This section covers how to handle missed appointments, late cancels, reschedules, and late arrivals. These rules protect the esthetician’s time and income, but they must be enforced consistently and professionally.
Receptionists are responsible for applying the policy, logging details, collecting payment when applicable, and maintaining a clear and respectful tone when speaking with clients.
This is our public-facing policy and should be quoted directly or paraphrased whenever needed in text, email, or conversation:
To ensure your appointment runs smoothly and to respect the time of our estheticians and other clients, we kindly ask that you arrive 10 to 15 minutes early. With back-to-back bookings, we may not be able to accommodate late arrivals, and arriving too late will be considered a late cancel or no-show.
Missed or late-canceled appointments directly impact your esthetician's income. We appreciate your understanding and consideration. Please note, cancellations, reschedules, or no-shows within 24 hours of the appointment will incur a 50% charge of the service price to compensate the esthetician for their time and the lost opportunity to accommodate other clients.
Thank you for your cooperation, and if you have any questions or need to reschedule, please feel free to reach out.
Even though we say “24 hours” to clients, we allow a 6-hour grace period behind the scenes.
Receptionist Rule:
Cancel/reschedule more than 6 hours before = ✅ no fee
Cancel/reschedule within 6 hours = ❌ late cancel
No-show (no contact at all) = ❌ no-show
Too late to be seen = ❌late cancel
Stay polite and understanding — but also confident and clear.
Our policy is already more generous than most, and that should be communicated, not hidden.
Tone Guidelines:
Stay calm, kind, and professional
Be confident in the policy — don’t sound apologetic
Do not offer to waive fees unless explicitly instructed
Document everything in the appointment notes
When informing a client they’ve been charged (or will be):
“We actually have one of the most client-friendly cancellation policies in the industry. We don’t charge anything at all as long as we receive six hours’ notice — even though our written policy says 24. And we always waive the first missed appointment completely.
Most salons charge the full service price with less notice, and I’ve never seen another business that lets the first one go free — but we do because we know life happens. That said, we are consistent about enforcing it after that.”
If they push back:
“You're absolutely welcome to email our manager at info@rewaxationspa.com if you'd like to share feedback or have someone take a second look, but this is the policy we follow across all appointments so that we can be fair to our staff and our clients.”
“I’m just the receptionist”
“That’s not really up to me”
“We don’t usually enforce it”
“Let me see what I can do” (unless instructed to)
“I know it’s annoying, I’m sorry”
We allow one free pass for a missed or late-canceled appointment.
Steps:
Cancel the appointment in Mangomint
Mark it as Late Cancel or No-Show
In the yellow info box on the client profile, write:
“n/s [date] (need cc – sent self checkout)” (unless we have a cc on file)
“n/s [date] (cc on file)” (if we do)
In the Timeline Notes, leave as much detail as possible.
Send client text:
If you need a credit card:
Hi, this is Adrianna from reWAXation. Looks like we missed you for your appointment today. Since this is your first late cancel, there’s no fee.
Just a heads-up — future late cancels and no-shows are subject to a 50% charge. We do require a credit card on file moving forward, so I’ll send over a secure link where you can add your card. There’s a small $0.50 charge to store it, but nothing else will be charged unless a cancellation fee applies.
Let me know if you have any questions!
If you don’t need a credit card:
Hi, this is Adrianna from reWAXation. Thanks for your message! We usually ask for 24 hours' notice to cancel, but we totally understand things come up unexpectedly. You won’t be charged for this one — just a heads-up that future late cancels or no-shows will have a 50% fee. Hope all is well!
If you need a credit card follow steps under Credit Card Hold & Declined Payment Steps
Any missed appointment after the first is subject to a 50% fee.
Steps:
Confirm no-show with esthetician
Text client before charging card
Cancel the appointment
Mark as Late Cancel or No-Show
Go to Checkout > Change service to No-Show
Adjust price to 50% of original service
Click Go to Payments > Charge card (if on file)
In Timeline Notes, write:
“Missed appointment – 50% fee applied – card ending in XXXX”
Follow Timeline Note requirements
If the client’s card is missing, expired, or declined:
Steps to Take:
Cancel the appointment in Mangomint
Mark it as Late Cancel or No-Show
Do not attempt charge if:
No card saved
Card is expired/invalid
Card is declined (delete cards that decline)
Timeline Notes:
“Attempted to charge no-show fee for appt on [date] — no card on file / card declined. Self-checkout sent to client via text.”
Yellow info box:
“N/s – [DATE] – Needs new credit card and payment of [$XX] sent self checkout”
Client text:
Hi! The card you had on file was declined, so we’ve sent you a self-checkout link to pay your no-show fee from today. Just follow the link to submit payment and update your card for future appointments.
In Mangomint:
Go to Checkout > Payment Method: Self-Checkout
Enter client’s mobile number
If unpaid, leave yellow box note in place
We do not see clients until that balance is cleared.
Steps:
When you see in the client’s yellow box that "sent self checkout" note, start investigating.
Select Wallet, next to Timeline.
If the self-checkout was not paid, you will see:
There are open sales for this client.
Check Timeline to make sure they didn’t pay some other way.
Confirm no card on file or no payment logged.
Client text:
Hi, this is Adrianna from reWAXation. I see that you have an upcoming appointment, but we still need to collect a payment for a missed appointment on [DATE] before we can book any new appointments.
I will resend the payment link now. Just a heads-up — if we don’t receive it by the end of today, your appointment for tomorrow will be canceled.
In Mangomint:
Go to the missed appointment
Click Checkout > Self-Checkout
Enter phone number
Do not cancel the new appointment yet — add client to follow-up list
Once payment is received:
Old appointment will close on its own
Update yellow info box to confirm CC is on file
Remove any note about unpaid fees
When adding timeline notes in Mangomint, include as much detail as possible. These notes are our main reference when reviewing client history or addressing complaints, so accuracy and specifics matter.
Always include:
Exact date and time of the appointment or issue
What time the client actually showed up (if applicable)
A summary of what was said by the client and by you
If you spoke on the phone: note that it was a call and what was discussed
If you texted: summarize or screenshot the texts and upload them
If there’s an audio message or voicemail: upload it from TalkRoute *Only if you think it's needed
Be as clear and specific as possible — we’d rather have too much info than not enough
Example:
“Client arrived at 4:06 p.m. for a 4:00 appointment. Lobby auto-unlocked at 3:56. Said she thought her appointment was at 4:15. Explained that we allow a 6-minute grace period and she was outside of that window. Client was frustrated but not rude. Offered to reschedule. Added credit card hold request and confirmed via text. Voicemail and text screenshots uploaded.”
Let me know if you'd like this added directly into the Client Complaints & Documentation section or repeated anywhere else.
Steps:
Mark appointment as late cancel or no-show in Mangomint
Add appropriate timeline note
Send message to client about needing card on file
Open appointment > Click Continue
Delete current service
Add Credit Card Hold service
Go to Payment > Self-Checkout
Confirm amount is $0.50 > Send
Steps:
Open the client’s upcoming appointment in Mangomint.
If you see a yellow note that says the client needs a credit card, double-check that there really is no card on file.
Click the Wallet tab to confirm.
If there’s no card saved, continue with the steps below.
Notify the client that a credit card is required to hold their appointment. Let them know you’ll be sending a secure link with a $0.50 charge to store the card.
Create the Credit Card Hold Appointment:
Go to the client’s profile and open their Timeline.
Use Filter By > Appointments.
Scroll down to their last no-show or late cancel.
Click on that appointment — it will take you to the day/time they were originally booked.
On the schedule, find their no-show appointment and click on it.
Select Continue.
Delete the current service.
Click Add Service > choose Credit Card Hold.
Click Go to Payment > choose Self-Checkout.
Confirm the amount is $0.50, then click Send.
Steps:
Try charging the card on file.
If the charge declines, do not retry the card.
Delete the stored card from the client's Wallet.
Notify the client that the card was declined and that we need both a payment and an updated card on file.
In the same sale you were just trying to close:
Instead of clicking Credit Card, select Self-Checkout.
The client's phone number will automatically pop up.
Press Send to issue the payment link and card update request.
Documentation:
Add detailed notes to the Timeline about the declined card and that self-checkout was sent.
In the yellow info box, write:
“Card declined – needs updated credit card and payment of [$PRICE]. Self-checkout started.”
Steps:
Confirm client has had 11+ completed appointments since last missed one
Cancel and mark appointment appropriately
Appointment Notes:
“Missed appointment – clean slate granted – 11+ visits since last no-show”
Yellow info box:
Update with current NS date
Client text:
“You had a missed appointment back in [Month], but since you've had more than 11 completed visits since then, we're happy to waive the fee this time.”
If moving to an earlier time (same day):
More than 1 hour before original time:
May move to any earlier time, with any esthetician
✅ Not considered a late cancel
Update and document change
Less than 1 hour before original time:
May only move to an earlier time with the same esthetician
✅ Allowed, because the esthetician still receives commission
❌ If switching to a different esthetician, it’s a late cancel — unless original esthetician can fill the first slot
Always confirm before making this change
If moving to a different day:
Within 6 hours = ❌ late cancel
More than 6 hours = ✅ regular reschedule