How to write a cancellation policy clients will respect
Late cancellations hurt most when the slot could have gone to someone else. A short, fair policy, shown before clients book, does more to protect your diary than a long one they never read.
Updated 2026-10-07
What a good policy covers
Keep it short enough to read on a phone. It should answer four questions:
- How much notice does a client need to give to cancel or move a booking?
- What happens if they cancel later than that?
- What happens if they do not turn up?
- What happens if you need to cancel?
Choosing a notice period
Pick the shortest notice that still gives you a fair chance to fill the slot. Longer treatments and sessions with preparation usually justify a longer notice period than a short appointment.
Fees and deposits
A late-cancellation charge or a deposit you keep should reflect what you actually lose, not punish the client. Taking a deposit when the client books is easier to enforce than charging a fee afterwards.
This guide is general information for UK businesses, not legal advice. If you are unsure whether your terms are fair, check the Consumer Rights Act 2015 guidance from the CMA or speak to an adviser.
Making the policy do its job
Show the policy on your booking page, before the client confirms. In FullCal you set cancellation and rescheduling notice periods; clients can change their own bookings inside those limits, and you handle anything later. Automatic reminders give clients a natural moment to cancel early if their plans change.
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