How to create a salon cancellation policy
A good salon cancellation policy balances protecting your time with being fair to clients. Key elements include a clear notice period (typically 24-48 hours), consequences for late cancellations or no-shows, and how clients can reschedule. The policy should be visible during booking and consistently enforced.
Why you need a policy
Without a written policy:
- Clients don't know what's expected
- You have to make judgment calls every time someone cancels
- Enforcing consequences feels arbitrary
- Staff handle situations inconsistently
A clear policy sets expectations upfront and gives you grounds to enforce consequences when needed.
Essential elements
Required notice period
How much advance notice do clients need to cancel without penalty? 24 hours is standard for most salons and gives you time to fill the slot. 48 hours gives more protection, but some clients find it restrictive. Same day only works if you have a reliable waitlist system.
Consequences for late cancellation
What happens when someone cancels without adequate notice? Options include: deposit forfeiture (if you require deposits, they lose the deposit), cancellation fee (a fixed fee, e.g., 50% of the booked service), or full charge (the entire service amount—rare, can damage relationships).
Consequences for no-shows
No-shows (not showing up at all without any notice) typically have stricter consequences: full deposit forfeiture, required prepayment for future bookings, or in extreme cases, being asked not to return.
How to reschedule
Make it clear how clients can reschedule: online self-service (ideal), phone call during business hours, or text message. The easier you make rescheduling, the fewer no-shows you'll have.
Sample policy language
Keep it clear and professional:
We require at least 24 hours' notice to cancel or reschedule appointments. Cancellations with 24+ hours' notice receive a full refund of any deposit. Cancellations with less than 24 hours' notice forfeit the deposit. No-shows without notice may be charged the full service amount.
To reschedule, please use our online booking system or call us directly. We understand emergencies happen—please contact us as soon as possible if you need to change your appointment.
Where to display your policy
Make it visible:
- 1On your booking page: Before clients complete a booking
- 2In confirmation messages: Remind them after booking
- 3In reminder messages: Briefly mention it in reminders
- 4In your salon: A small notice at reception
Enforcement tips
Be consistent
Apply the policy the same way for everyone. Selective enforcement breeds resentment.
Allow genuine exceptions
A loyal client with a family emergency deserves different treatment than a serial no-show. Use judgment, but don't let exceptions become the norm.
Train your team
Everyone should explain and enforce the policy the same way.
Document incidents
Keep notes on repeated cancellations or no-shows so you can spot patterns.
Communicating changes
If you're introducing a new policy:
- 1Give existing clients advance notice
- 2Explain why (protecting time for all clients)
- 3Start enforcement on a clear date
- 4Be understanding during the transition period
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