05/11/2025
โจUpdate and rant about my cancellation policy
For many years Iโve had a typical 24hr cancellation policy.
Thatโs because 24 hours or less is not enough time for me to refill those spots when clients reschedule or cancel.
However, I have recently noticed an alarming increase in number of clients who will make a booking and then reschedule just before the cutoff point (25hrs before).
And they will keep rescheduling 4-5 times until finally coming to their appointment.
I thought it was just me but found out it is a common frustration among many of my colleagues. And I have noticed over the last few years many of them switching to a 48hr cancellation policy as a result.
I had been thinking about doing the same but kept putting it off.
My frustration culminated a few weeks ago. I had one of my weekend days fully booked (6 clients). Every single one of those clients rescheduled 25hrs before their appointment.
I donโt believe these clients do this with any malicious intent, but it is nonetheless very disruptive.
I contacted a few of them to ask if they were having trouble finding a specific date and if I could help.
The common reply I received was:
โI didnโt wanna lose my spot in case I was free this weekend.โ
So they keep saving their spot, effectively preventing others from booking it, and they reschedule it just before the cutoff time over and over again.
It is not only harming my business but it is also very annoying for clients who actually want those weekend appointment slots.
So as of this week I have switched to a 48 hour cancellation policy which goes as follows:
If less than 48 hours notice is provided (cancellation or rescheduling) you will be charged 50% of the session cost. This applies even if you booked within 48 hours
If less than 24 hours notice is provided (cancellation, rescheduling, or no-show) you will be charged the full amount of the session cost. This applies even if you booked within 24 hours.
The cancellation policy also applies to gift vouchers and concessions.
This new policy isnโt about being harsh. Itโs about fairness, respect, and keeping things running smoothly for everyone.
Thank you for your understanding and for supporting my small business โจ