Disappointed

I was running late and kept them informed I was meant to only be 15 minutes late but I got lost as the location pin took me into Eastgate and I still asked if it's in Eastgate they said no than I couldn't get out of Eastgate without paying the ticket which I had to go into Eastgate to do which took 15 minutes and I kept them informed the whole time. They messaged me to say I have 20 minutes left what would I like to do so I asked if I could reschedule and she said unfortunately not please read the term and conditions. I understand the terms and conditions but with certain circumstances they should be adjusted i didn't just ditch my appointment I kept them up to date the entire time. They'd rather lose a client which is very sad. You have to pay in advance the full amount so when you book make sure life things don't happen as you'll lose your money.