A cancellation policy only works when clients see it before booking, understand it, and know it will be enforced. The wording should be clear, short, and consistent across your booking page, confirmation email, and reminders.
A simple policy template
Please give at least 24 hours of notice to cancel or reschedule. Cancellations inside 24 hours may be charged 50% of the service price. No-shows may be charged the full deposit or posted no-show fee. Deposits are applied to your final balance.
Set the right notice window
Short services can often use a 24-hour window. Longer services, colour work, spa packages, or services with setup time may need 48 hours. The harder the slot is to refill, the earlier your cancellation window should be.
Put the policy in three places
- Your booking page before checkout
- The client confirmation email
- The 24-hour reminder message
If clients only see the policy after they miss the appointment, it feels like a surprise. If they see it before they book, it feels like a normal business rule.
Use deposits for high-risk appointments
Deposits are especially useful for new clients, long services, and peak-time appointments. A small upfront payment changes behaviour and gives your policy real weight.
Automate reminders before you automate fees
Good reminder timing reduces accidental no-shows. Start with a confirmation email, a 72-hour reminder, and a 24-hour SMS. Then use no-show fees for the smaller number of clients who still miss their slot.
Pulse brings the policy, deposit, reminder, and card-on-file pieces together. See no-show protection and SMS reminders.
This article is operational guidance, not legal advice. Review your policy with a qualified professional if your business has regulated services, unusual refund terms, or province-specific requirements.