A clear cancellation policy reduces no-shows and arguments. Customers rarely mind a fair rule they knew about in advance. They mind surprises.
Why you need one
Every late cancellation is a slot you could have filled. Without a clear policy, you either lose that money or argue about it afterwards. Both cost more than writing a few clear lines now.
What to include
- How much notice a customer must give to cancel without a fee.
- What happens with less notice, and with a no-show.
- How deposits are handled.
- How to cancel or reschedule.
- What happens if you have to cancel.
- Any exceptions, such as emergencies.
Rules about fees and refunds differ by country and type of business. Check what consumer law allows where you work before you set fees.
A template
Cancellations and rescheduling
We hold your appointment just for you, so please give us at least 24 hours' notice if you need to cancel or move it.
More than 24 hours' notice: free to cancel or reschedule.
Less than 24 hours' notice: 50 percent of the appointment price.
No-show: the full appointment price.
Deposits: a 20 dollar deposit secures your booking. It counts towards your appointment, and it is returned if you cancel with more than 24 hours' notice.
How to cancel: reply to your confirmation email, use the link in your reminder, or call us during opening hours.
If we cancel: we will tell you as soon as possible and offer a new time or a full refund of any deposit.
Emergencies: things happen. Get in touch and we will always try to be fair.
Choose the numbers
- Notice period. Long enough for you to fill the slot. 24 hours suits many appointments. A wedding booking needs weeks.
- Fees. Enough to discourage casual cancellations, not so high that customers fear booking.
- Deposits. The fairest way to protect your time, because the customer knows the cost upfront.
Make it visible
A policy nobody saw is hard to enforce and easy to resent. Show it:
- On the booking page, before payment.
- In the booking confirmation.
- In the reminder a day or two before.
Reminders also cut no-shows on their own, because many no-shows simply forgot.
Enforce it kindly
When you charge a fee, keep the message short and friendly. Point to the policy, state the amount, and if it is a first time or a real emergency, consider waiving it once. Consistency matters, but so does keeping a good customer.
If a customer asks for their money back, there are templates in how to respond to a refund request. For payment rules on larger jobs, see payment terms examples.