Salon cancellation policy template you can copy
A clear cancellation policy protects your time without putting good clients off. Most clients never need it, but when someone cancels at the last minute or doesn’t turn up, it means you both already know what happens next. Below is a simple policy you can copy and adapt, and a few tips on getting it right.
What a good policy covers
Keep it short. Most appointment businesses only need to cover a few things:
- How much notice you need to cancel or move an appointment
- What happens if someone cancels late
- What happens if someone doesn't turn up
- What happens if someone arrives late
- How deposits work, if you take them
- How clients can cancel or rebook
A template you can copy
Change the notice period and the details to suit your business. Use plain words and keep the tone friendly: the aim is to set expectations, not to sound like a warning.
Changing or cancelling
We know plans change. If you need to cancel or move your appointment, please let us know at least 24 hours before it starts. You can do this from the link in your confirmation email.
Late cancellations
If you cancel with less than 24 hours’ notice, we may keep your deposit, as it is usually too late for us to offer the time to someone else.
No-shows
If you miss your appointment without letting us know, we will keep your deposit. If it happens more than once, we may ask you to pay in full when you next book.
Running late
If you’re running late, please let us know. We’ll do our best to fit you in, but we may need to shorten your appointment so the next client isn’t kept waiting. If you arrive more than 15 minutes late, we may need to rebook you.
Deposits
Some services need a deposit when you book. It comes off the price on the day. If we ever need to cancel your appointment, we’ll refund your deposit in full.
How much notice to ask for
24 hours is the most common choice and feels fair to most clients. For long or expensive appointments, or slots that are hard to fill at short notice, 48 hours can make more sense. Whatever you choose, use the same notice period everywhere: on your booking page, in your emails and on any sign in your premises.
Where to show your policy
- On your booking page, before the client confirms
- In the confirmation email
- On your website, if you have one
- In your premises, near where clients pay
Then apply it the same way for everyone. A policy that is only used sometimes is harder to defend and feels unfair to the clients it is used on.
Your policy in Bookpin
In Bookpin, you add your cancellation terms once and clients see them on your booking page before they book, and again before they cancel online. You choose how close to the appointment clients can still cancel or move it online, and you can take a deposit when they book, with the money going straight to your own Stripe account. Read more in how to reduce no-shows with booking deposits.