Write a cancellation policy clients understand

Why it's better to decide in advance

A client who phones at ten in the morning about an eleven o'clock appointment puts you on the spot: say nothing and swallow the loss, or say something and risk an argument. A policy the client already knew takes that tension away. You just refer to it, kindly and without it being about you or them.

What goes in your policy

• The deadline: how many hours ahead cancelling or moving is free. 24 hours is common; 48 hours can be fair for long treatments.
• Late cancellation: what happens then, for example a deposit that isn't refunded.
• No-show: what happens if someone doesn't turn up, and whether you then ask for a deposit on a new booking.
• Exceptions: illness, an accident or a sick child. Say you'll be reasonable about those.

Fair is the key word

If you want to charge for late cancellations or no-shows, state it clearly in your terms beforehand so the client knows before booking. Keep the amount in proportion to what you really lose. A deposit you keep is much easier for a client to understand than an invoice afterwards. Unsure what's allowed in your sector? Ask your trade federation or accountant.

An example you can use

"Can't make it? Cancel or move your appointment up to 24 hours ahead via the link in your confirmation, so someone else can take your place. If you cancel later or don't turn up, we keep the deposit. Ill or an emergency? Let us know and we'll find a solution together."

Short, with a reason that's about other clients, and a way out for genuine bad luck.

Apply it to everyone equally

A policy you apply to one client and not another doesn't work. If you make an exception, do it for a reason you'd accept from someone else too. Mark after every appointment whether the client came: you'll see patterns and decide on facts instead of feelings.

How to do it in mijnklant.vip

• Under Settings, Online booking, "Cancel or move it themselves" sets how late clients can do that, via the link in their confirmation email.
• Put your policy in your business's practical info: your business details.
• Ask for a deposit when booking with Mollie, in the Payments subscription.
• Mark "No-show" on the appointment: appointment status.