How to stop taking a client, calmly and lawfully

01When enough is enough

The third no-show. A rude message late at night. A client after whose visit you need an hour to recover. Most masters keep taking clients like this, because saying no feels unprofessional or even forbidden.

You don't have to take everyone. This article covers when refusing is justified, what the law says, how to say it calmly and briefly, and how to stop the client booking online.

Usually the reason is one of these, and it keeps repeating:

• No-shows and late cancellations, despite reminders and a warning.
• Rudeness or disrespect towards you, other clients or your team.
• Crossing boundaries: messages in the middle of the night, demands outside working hours, offensive comments.
• Safety: threats, harassment or behaviour that makes you feel unsafe.

02Are you allowed to refuse

Yes. In Latvia a service provider can usually choose whom to contract with. But there is an important exception: Article 3.¹ of the Consumer Rights Protection Law bans treating a client differently because of sex, race, ethnicity or disability.

• Refusing because of behaviour, such as no-shows or rudeness, is about what someone did, not who they are.
• If a client points to circumstances in a dispute that suggest discrimination, the provider has to prove there was none. So it helps to write down what happened and when.
• The client can turn to the Ombudsman or a court.

03Before the final step

Many cases can be solved with one honest conversation and clear rules. A client who runs late doesn't always know it bothers you. A client who doesn't show up doesn't always know it costs money.

• No-shows: a deposit often solves it without refusing anyone. See A client didn't show up. What it costs you and how a deposit prevents it.
• Running late: see The client who is always late: how to fix it.
• Several bookings at once: see Clients who book several slots “just in case”.

With rudeness, threats or harassment, a warning isn't required.

04How to say it

Short, calm and in writing. Don't get drawn into an argument or write a long explanation: the more reasons you give, the more room for debate. Never refuse in public, for example in comments.

You don't have to answer further messages. If they become abusive, you can block the client.

05If you don’t feel safe

• Don't keep the conversation going and don't respond to provocation.
• Keep the messages and write down what happened and when.
• Block the number and profiles if it helps.
• If you are threatened, call the police (112 across the EU).

06After the decision

For the system to recognise the client, their contact details stay stored. That is justified, but don't keep more than you need. More in Client data and GDPR.

07How it works in RINDIQ

• On the client's page, set the booking limit to 0. The client can no longer book online and sees a request to contact you. The limit applies at every location.
• You can still book them yourself, if you ever change your mind.
• The client's upcoming bookings are listed on their page, and you can cancel each one.
• You can note the reason in the client notes, which only your team can see.