How to Create a Cancellation Policy That Sticks (With Example Template)
If you’re scheduling meetings, classes, virtual consultations, in-person appointments, excursions, or something else entirely, your time is precious—don’t let it go to waste on unexpected no-shows and cancellations. Having a clear appointment cancellation policy sets expectations with clients who book time with you so your calendar stays full and your cash keeps flowing without interruption.
Don’t have one yet? Here’s how to create a cancellation policy that works for your clients and your business, plus a template and examples to help get you started.
What is a cancellation policy?
A cancellation policy is a written set of rules clients must agree to when booking an appointment. It outlines what happens if someone cancels, reschedules, or no-shows, and whether they’ll be charged for it.
Why you need a cancellation policy
A strong appointment cancellation policy is a must-have to set your business up for success, helping you set professional boundaries and keep your schedule organized. Here’s why it’s important:
Protects your revenue: No-shows can have serious financial implications. For small businesses, even a few missed appointments a week can add up to hundreds in lost income. A cancellation policy slashes those losses.
Reduces no-shows: A clearly stated policy holds clients accountable and makes them less likely to ghost you.
Sets expectations: Clients know what’s expected and what consequences they may face for canceling late.
Streamlines communication: You won’t have to explain your stance each time—it’s clearly laid out from the start.
Even though your cancellation terms should be tailored to your business, every effective policy includes a few key components.
How to write a cancellation policy (and what to include)
Follow these steps to write a clear and professional appointment cancellation policy:
Define your cancellation window: Explain how far in advance clients must cancel or reschedule. Is it 24 hours? 48 hours? A week? Choose what works best for your business and give a rationale.
Example: “We require 24 hours’ notice to avoid a cancellation fee and allow us to rebook the slot.”
State your late cancellation fee: Be transparent about what happens if clients cancel after the deadline. Include the amount, how it’s charged, and when.
Example: “Cancellations made less than 24 hours in advance will incur a $50 fee.”
Include your no-show policy: Clarify the consequences of not showing up at all. Specify if the full appointment fee is charged or if future appointments will be restricted.
Example: “No-shows will be charged the full appointment fee.”
Share how clients should contact you: Make it easy for clients to get in touch. Provide your preferred method (text, email, phone, or booking system) and link or number.
Example: “To cancel, please text us at [number] or use the reschedule link in your confirmation email.”
List any exceptions: Mention if you're willing to waive fees in cases like illness, emergencies, or severe weather. Give clients a way to request leniency.
Example: “We understand emergencies happen. Please contact us directly to discuss potential exceptions.”
Explain how fees are collected: Tell clients whether you’ll charge their card on file, send an invoice, or deduct from a prepaid amount.
Example: “All cancellation fees will be charged to the card on file at the time of the missed appointment.”
Note that your policy may change: Let clients know your terms might evolve and where they can find the latest version.
Example: “This policy is subject to change. Please refer to our website for the most current version.”
Acknowledge your own rescheduling needs: Be transparent about what clients can expect if you need to cancel or reschedule to stay on good terms.
Example: “If we ever need to reschedule your appointment, we’ll notify you as soon as possible and offer the next available slot.”
Cancellation policy examples
What does it look like when you bring all of these elements together? Here are two cancellation policy examples tailored to different industries and notice periods.
*These examples are for inspiration only and are not intended as legal advice. Please do what is right for you and your business and consult a legal expert if needed when drafting your cancellation policy.
Wellness provider, 24-hour notice
“To maintain consistent and high-quality care for all of our clients, we ask that any appointment changes be made at least 24 hours in advance. Late cancellations will result in a $50 fee charged to the card on file. No-shows will be charged the full session fee. Exceptions may be made in cases of emergency. This policy is subject to change—please check our website for updates.”
Tour operator, 48-hour notice
“As your captain, I rely on your commitment to our scheduled trips. Please email at least 48 hours in advance to cancel and receive a full refund. Cancellations within 48 hours will incur a 50% fee, and no-shows will be charged in full. In the event of bad weather, we’ll reschedule or offer a refund. Thanks for your understanding!”
Fill in the blank: An appointment cancellation policy template
Want to create your own? Here’s a simple appointment cancellation policy template to get started.
Cancellation window: We require a minimum of [24/48] hours’ notice to cancel or reschedule appointments.
Late cancellation fee: If cancellation occurs after this window, a fee of [$XX] will be charged to the card on file.
No-show policy: Clients who do not show up for their appointment without notice will be charged [full session fee/percentage].
Contact method: To cancel or reschedule, please contact us via [email/text/booking link] at [contact info].
Exceptions: We understand that emergencies happen. Please contact us if you believe an exception should be made.
Policy changes: Our policy may be updated periodically. Please review the latest version on our website.
How to ensure your cancellation policy works as hard as you do
Rolling out your cancellation policy is as important as writing it. Follow these best practices when considering how you’ll set up your policy and hold appointment-holders accountable.
Communicate your cancellation policy clearly
You may have heard this one before: communication is key. Ensure clients are aware of your policy before and after booking an appointment.
Use plain language clients can easily understand
Share it in multiple places: your website, FAQs, client scheduling page, confirmation emails, reminders, and in-office signage.
Require agreement at booking by adding your policy to your client intake forms or scheduler.
Educate your team
If you have a team behind you, train everyone on your cancellation policy. Your staff should be able to effectively communicate the policy to clients and enforce it consistently.
Stay flexible (but not too bendy)
Flexibility builds goodwill, but too much lenience invites repeat offenders. Set clear boundaries and use discretion when necessary.
Provide other options
Encourage rescheduling or allow clients to transfer appointments when possible. It’s better than an empty time slot.
Ask for feedback
Clients may have helpful input on how your cancellation policy affects their experience. Use that insight to improve clarity or fairness.
Revisit your policy often
Track your no-show and late cancellation rates and review client feedback. If your current cancellation policy isn’t working, adjust it. What works for one phase of business might not work for the next.
Use scheduling software to automate your cancellation policy
Establishing a clear and enforceable cancellation policy is crucial for appointment-based businesses. It helps keep your schedule running smoothly while protecting your revenue. To make the process even simpler, trust Acuity Scheduling to take the load off your shoulders.
With Acuity’s scheduling software, you can:
Set limits for when clients can book, edit, or cancel appointments
Charge cancellation or no-show fees automatically
Require clients to agree to your policy when booking
Send automated appointment reminders to reduce no-shows
With the right cancellation policy in place, and the right scheduling software taking work off your plate, you can focus on providing the excellent service that makes clients show up for you time and time again. Wouldn’t that be great?
Frequently Asked Questions
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A 24-hour cancellation policy is standard, but some businesses prefer 48 or even 72 hours. Choose a window that gives you enough time to fill the spot or adjust your schedule.
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Yes, you can charge a reasonable fee to cover lost time. Be sure to state this clearly in your policy and require clients to agree to it before booking.
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Clarity and consistency go a long way. Share your cancellation policy early and often, and stick to it. Be respectful but firm, and make occasional exceptions when justified.
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While a signature isn’t always required, having clients check a box to agree to your terms when booking is a simple way to confirm consent and protect your business.
