Appointment cancellation policy template (free to copy)

A good cancellation policy says three things briefly and clearly: how long before the appointment the client can cancel for free, what happens on a late cancellation or no-show, and what happens to any deposit. Below is a template you can copy and adapt, with an explanation of each part.

The policy should be on your booking page and in the confirmation, so the client has seen it before the appointment is confirmed. Rules that only appear after something has gone wrong are hard to enforce and often cause bad feeling.

Cancellation policy template

Copy the text and replace what is in brackets:

Changes and cancellations You can change or cancel your appointment free of charge up to [24] hours before it starts. Use the link in your confirmation or reminder.

Late cancellations and no-shows If you cancel less than [24] hours before, or do not turn up, we keep your deposit of [amount]. [If the appointment has no deposit: we charge [50] % of the price.]

Running late If you are more than [15] minutes late, we may need to shorten the treatment or move the appointment. The price stays the same.

If we have to cancel If we have to cancel, we will tell you as early as possible and refund your deposit in full, or offer a new time if you prefer.

Keep the text short. The client should be able to read it on a phone in a few seconds.

Want your policy in a minute? Use the cancellation policy generator.

Which deadline should you choose?

Choose a deadline that gives you a realistic chance to fill the slot. If short-notice slots are hard to fill, make the deadline longer.

Deposit, percentage or nothing?

The rules are easiest to enforce when the client has already paid a deposit at booking. Then you do not need to collect anything afterwards. Without a deposit you have to send a bill later, and many clients will not pay it.

A common approach is a deposit on long and expensive appointments, and just a reminder and cancellation rules on short ones. Read more in deposits for appointment booking.

Where should the cancellation policy be shown?

• On the booking page, before the client confirms.
• In the email confirmation.
• In the reminder before the appointment, ideally with a link to change or cancel.
• On a sign at the desk, for clients who book in person.

How strict should you be?

Illness and emergencies happen. Many businesses let the client move the appointment instead of losing the deposit the first time. That builds loyalty and avoids complaints, while the rules still protect you from people who repeatedly do not show up.

How do you do this in Klarte?

In Klarte you choose the cancellation deadline and deposit per service. The client sees the terms before the booking is confirmed and gets a link to change or cancel themselves. If the client cancels after the deadline, the booking is marked as a late cancellation and the deposit or late cancellation fee is kept according to your rules, while the rest is refunded automatically. You choose the fee yourself, as a percentage of the price or a fixed amount, and the client sees it before confirming. See the features and how to reduce no-shows.

This is a practical template, not legal advice. Consumer rules differ between countries, so check what applies where you work.