Cancellation policy for appointments: a template to copy

A good cancellation policy protects your income and keeps clients on your side, because they know the rules before they book. It does not need legal language. It needs to be short, specific and visible. This guide covers what to include, where to show it, and gives you two templates to copy.

What a cancellation policy should include

1. A deadline. The most common is 24 hours before the appointment. For long treatments, colouring days or courses of treatment, 48 hours is reasonable.
2. The fee. State it as a percentage of the price (for example 50%) or a fixed amount. Vague wording like "a fee may apply" invites arguments.
3. Late cancellation vs no-show. Many businesses charge less for a late cancellation (say 50%) and the full price for a no-show, because a late cancellation still gives you a chance to refill the slot.
4. How to cancel. Give the easiest route: a link in the confirmation, a phone number, a reply to the SMS. The easier it is, the fewer silent no-shows you get.
5. Exceptions. Illness, emergencies and your own mistakes. Say you will use judgement, and ask for a short explanation.
6. Deposits. If you take one, say whether it is refunded, moved or kept when the client cancels, and by when.

Where to show it

• On the booking page, before the client confirms.
• In the booking confirmation.
• In the reminder, in one short line plus the cancel link.
• On your website and in your Google Business Profile description if space allows.

A policy that is only hidden in the small print rarely holds up when a client disputes it. A policy the client saw and accepted at booking usually does.

Template 1: short version

Good for the booking page and the confirmation.

Cancellation policy: You can cancel or reschedule free of charge up to 24 hours before your appointment using the link in your confirmation. Later cancellations and no-shows are charged 50% of the treatment price. If you are ill or have an emergency, please contact us and we will do our best to be flexible.

Template 2: full version

Good for your website, intake forms and first-time clients.

Cancellation and no-show policy

We reserve your time especially for you, so we ask for your help in keeping our calendar full.

• More than 24 hours' notice: free cancellation or rescheduling.
• Less than 24 hours' notice: 50% of the treatment price is charged.
• No-show: the full treatment price is charged.
• Long treatments (over 2 hours): please give 48 hours' notice. The same fees apply after that point.
• Deposits: your deposit is refunded or moved to a new date if you cancel before the deadline. After the deadline the deposit is kept.
• How to cancel: use the link in your confirmation or reminder, reply to our SMS, or call us on [phone number].
• Illness and emergencies: let us know as soon as you can. We will always look at these individually.

By booking, you agree to this policy. Thank you for understanding.

Adapt the numbers to your business. A barber with 30-minute slots can be stricter on notice than a clinic with 90-minute treatments, and you might skip the fee for first-time clients.

Handling disputes politely

Even with a clear policy, someone will push back. A calm reply saves more clients than a firm one.

1. Acknowledge first. "I am sorry you were unwell."
2. Point to the policy. "The policy you agreed to at booking states..."
3. Offer a choice. Waive the fee this time and ask them to rebook with a deposit, or reduce it to cover your costs.
4. Stay consistent. If you waive fees for some clients and not others, write down your reason. Fairness matters more than the amount.

Rules on cancellation fees and deposits differ by country and by type of service, so check your local consumer rules or ask a trade association before you set the numbers.

How to do this in Calendia

In online booking settings you set the cancellation fee deadline in hours and choose whether clients pay nothing, a deposit, in full, or leave a card on file for cancellation and no-show fees. Card payments need a connected Stripe account. Reminders can repeat your policy and include a cancel link; see reminders and notifications. If a client misses an appointment, the win-back list lets you send a rebooking message, include a payment link for an open fee, or waive it with one click. You can also read how to reduce no-shows more broadly.

Questions and answers

How much notice should I ask for?

24 hours suits most hair, beauty and short clinic appointments. Use 48 hours for long treatments or when a cancelled slot is hard to refill.

Can I charge the full price for a late cancellation?

You can set whatever fee you like in your policy, but a lower fee for late cancellations and the full price for no-shows is the most common and the easiest to defend. Check your local consumer rules for limits.

What if the client says they never saw the policy?

That is why you show it on the booking page, in the confirmation and in the reminder. If the client saw it at booking, point back to it kindly, and consider waiving the fee once as goodwill.