Managing your time and resources is crucial to successfully running your business. Every appointment in your calendar matters, with each one bringing you a step closer toward maintaining a thriving operation. So what happens when a client cancels – or worse – doesn’t show? That can be a nightmare for some businesses, especially smaller ones that can’t afford to miss any income. 

Luckily, there’s a way to combat the dreaded no-show. While it’s not foolproof (because let’s face it, sometimes stuff just happens), an appointment cancellation policy can certainly help reduce the number of no-shows or late cancellations, meaning your business can stay busy without dinging your profits. 

This article will explore what a cancellation policy is and how to write a good one for your beauty and wellness business, plus cancellation policy templates and examples, and some guidance on where to display them.

What Is a Cancellation Policy?

Before we get into how to write a cancellation policy, it’s important to clearly define what it is. An appointment cancellation policy is a documented set of rules that outline the terms and conditions for canceling an appointment at your business. These policies are put in place to protect both the business and the client, and make clear what the penalties or fees are for missing a scheduled appointment. 

With a solid cancellation policy in place, clients are more likely to show up to their appointments, or at least provide enough notice so you can reopen that time slot to appointment hopefuls. Without an appointment cancellation policy, anyone can waste your time without consequence, which can seriously impact your business and the people who work for you. 

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How to Write a Cancellation Policy for Your Beauty & Wellness Business in 5 Steps

An effective cancellation policy will save you time, materials, and money. Here is our guide on how to write a cancellation policy: 

1. Keep it professional

A well-crafted cancellation policy should be brief yet thorough. Avoid using threatening language or confusing terms. A cancellation policy is a guideline for visitors to your business, but it shouldn’t scare them away from it completely. Nobody wants to feel like a bad person for missing their appointment, especially if it ends up happening through no fault of their own. You can be blunt and clear, but still maintain a tone of professionalism and care. 

2. Define your timeline

Your preferred timeline is specific to your business, but it should be reasonable. Include a clear (and fair) period of time that clients may cancel with no fees, such as within 48 hours of the initial booking, or with at least 72 hours before the set appointment date. Presenting a timeline can give clients a chance to cancel or rebook without feeling like they’re being punished for showing an interest in your business. 

3. Specify fees

While you should always have a period of time for fee-free cancellations, you should also determine the fees that will be applicable once the client violates your appointment cancellation policy. Fees are how you can recoup some of the profit loss from the cancellation, and while it’s not everything you need, something is better than nothing! Some cancellation fee examples include keeping the client’s appointment deposit, or charging them a percentage of their appointment services for any late cancellations or no-shows. 

4. Include acceptable methods

Let clients know how you accept cancellations, whether via phone, email, or through your booking website. Make it clear if you do not accept cancellations through methods like voicemails or social media direct messages. Always provide the right contact information so that clients may reach you with questions, concerns, or requests. 

5. Consult with a legal expert

You may have the best intentions for crafting your cancellation policies, but it’s important to make sure your terms don’t violate any state laws regarding customer rights. It may seem like a good idea to charge the client 100% of their services cost if they’re a no-show, but a legal expert can help you with the legality of such policies (or at least with the right verbiage) so you don’t find yourself facing a lawsuit later on. 

3 Examples of Cancellation Policies for Beauty & Wellness Businesses

Whether you run a tattoo shop, yoga studio, or wellness center, there are plenty of cancellation policy templates you can use to help inspire your own. Read on for our list of examples to help you craft the most effective cancellation policy for your type of beauty business. 

1. Tattoo parlor

“[Parlor Name] is dedicated to providing the best service to our clients, and we take our permanent ink art seriously. Each client is given a specific scheduling block when they book their appointments to ensure staff can spend quality time creating the custom masterpieces of their dreams. However, when clients don’t call or notify us of appointment changes in advance, it directly affects the employees who have prepared to invest that time for them. 

Therefore, all no-shows (or cancellations made less than 24 hours before the appointment time) will be charged 50% of their full service price, which includes your deposit when you first booked the appointment. Only cancellations made through our official website or over the phone will be accepted. Please reach out through our website contact form [Link] or at [Business Phone Number] if you have any questions. We appreciate your understanding in this matter and look forward to seeing you soon!” 

2. Yoga studio

“[Yoga Studio Name] wants you to look and feel your best, but we get it if your schedule changes and you have to cancel or rebook your session – we’re flexible ;). However, please understand that although we are a small studio, our trained yoga instructors are in high demand. 

If you need to change or cancel your appointment time, let us know at least 48 hours in advance so we may fill your spot with someone from our waitlist. If not, we reserve the right to keep your deposit and charge a 15% fee for any missed or late-canceled sessions. To cancel or rebook, contact us at [Business Email] or [Business Number], or follow this [Link] to our website. Thank you!”

3. Wellness center

“Thank you for booking a medspa session with [Wellness Center Name]. We can’t wait to see you at your appointment! In the event that you can’t make it, we’d appreciate a heads up. 

[Wellness Center Name] requires all clients provide at least 24 hours notice for rebookings or cancellations. Otherwise, a penalty of $75 will be charged to your card-on-file in addition to your $25 booking deposit. We’re sorry for any inconvenience this may cause, but this is strictly to protect our business and ensure we can keep our costs competitive in the future. If you need to cancel or reschedule, give us a call at [Business Number] or click here [Link] to make changes to your appointment.”

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Where Should You Place Your Cancellation Policy?

Once you’ve established your cancellation policy, you’ll need to put it in a place that’s easily and readily accessible to your clients at all times. Some common places to post your cancellation policy include: 

On your website

Your business website should be a hub for everything your clients need – contact information, business addresses, services lists – making it the perfect place to display your cancellation policy. Add it to the booking page, your about page, or even with your contact form to ensure clients don’t miss these important disclaimers and can access it anytime. With GlossGenius, you can even require clients to acknowledge your cancellation policy before they are able to finish booking their appointment.

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In your booking confirmation 

When a client books their appointment, you can add your cancellation policy to their confirmation text or email to make sure they see it. In the event your client misses this information on your website, adding it to their confirmation can make it clear what your policy is and give them a chance to change or cancel consequence-free without having to do their own research. 

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At reception

If you have a physical office for your beauty and wellness business, you can keep a copy of your cancellation policy near the reception desk or in the waiting area. Some business owners typically display these terms on a sign, in a pamphlet, or through a QR code that clients can scan. 

When to Send Your Cancellation Policy

So you know how to write a cancellation policy and where to put it, but timing is important too. Here, we detail the most optimal moments to send your cancellation policy: 

In the client welcome packet

Some business owners send a welcome packet or email to new clients who book an appointment with their beauty and wellness business, which often includes a friendly welcome message, a list of services, hours of operation, and accepted payment types. This is also a prime opportunity for businesses to include literature regarding cancellation policies so that all of the requisite information is in one place.  

In your appointment reminders

It’s good practice to always remind clients of your cancellation policies whenever you send out appointment reminders. This way, if they’ve forgotten your policies or missed them to begin with, all the info they need is right there, and there won’t be any surprises on their credit card bill if they need to cancel. 

Avoid No-Shows With GlossGenius

A clear and thorough cancellation policy is your best bet for cutting down on no-shows and late cancellations. A reasonable cancellation policy can disincentivize clients from wasting your time by implementing a monetary penalty for skipping appointments or for not providing adequate cancellation notice. While it may seem harsh to some, it’s a way for you to protect your business and ensure that neither party gets treated unfairly. 

GlossGenius is your all-in-one solution for your beauty and wellness business needs, and makes the perfect partner for reducing no-shows. Whether you’re looking to implement booking deposits or set custom card-on-file rules, GlossGenius has you covered with our No-Show Protection features. Keep your clients ready for their upcoming appointments with Client Notifications, or enhance your professional relationships with our CRM solutions through Client Management. GlossGenius is ready to help you run your business whenever, and however you need it!

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This information is provided for general educational purposes only. For legal, cybersecurity or compliance advice specific to your business or situation, please consult a professional.