Why every booking business needs one
An empty chair is money you can't get back. A clear cancellation policy cuts no-shows because people take a booking more seriously when they know it costs something to miss. It also takes the awkwardness out of charging a fee: you're pointing to rules they agreed to, not making a decision on the spot.
Most clients never need it. The policy is for the few who rebook three times or don't turn up, and it protects the time you'd otherwise give to someone else.
Picking a notice period and fees
Match the notice to how quickly you could fill the slot. Salons and therapists usually ask for 24 or 48 hours. Coaches and tutors often use 24 hours. Photographers, venues and anything booked weeks ahead tend to ask for 7 to 30 days, because a cancelled Saturday shoot is hard to rebook.
- Late cancellation: 25 to 50% of the price is common.
- No-show: often the full price, or the deposit.
- Deposits: a fixed amount or 20 to 50% of the price, taken off the final bill.
- Grace period for late arrivals: 10 to 15 minutes for most appointments.
Deposits: kept, refunded or moved
A deposit is the simplest way to make a policy stick, because you already have the money. Decide what happens when someone cancels in time. A non-refundable deposit protects you most, but some clients hesitate to book. Refunding it with enough notice feels fairest. Moving it to the new date is a good middle ground and keeps the client booked with you.
Whichever you choose, take the deposit through your booking tool or a payment link when they book, and say clearly in the confirmation that it's covered by the policy.
Making it fair and getting it seen
Show the policy before people pay: on your booking page, in your confirmation message and pinned on your profile or link page. A fee nobody saw is hard to charge and easy to dispute with a card company.
This is a plain-English template, not legal advice. In the UK and EU, fees have to be a fair estimate of what you lose, not a penalty, and in the US the rules vary by state. If you charge large fees or take big deposits, check with a local adviser.
Frequently asked questions
What is a fair cancellation fee?
Around 25 to 50% of the price for late cancellations, and up to the full price for no-shows. The fee should reflect what you actually lose, especially if you can often fill the slot.
Is 24 hours enough notice?
For most salons, therapists and coaches, yes. If your slots are long, booked far ahead or hard to fill, ask for 48 hours or more.
Can I keep a deposit if a client cancels?
Usually, if your policy said so clearly before they paid and the amount is reasonable. Rules differ by country and state. This is not legal advice, so check locally if you're unsure.
How do I enforce a no-show fee?
Take a deposit or card details when people book, through your booking tool. Then the fee comes from money you hold, rather than an invoice you have to chase.
Should I make exceptions for emergencies?
Most businesses do, and saying so in the policy builds trust. Keep the right to decide case by case, and keep a note of how often the same person uses it.