Can I charge for a late cancellation?

Yes. In Salondesq you choose per service whether a deposit is needed, as a fixed amount or a percentage. If the customer doesn't show, you keep the deposit.

A good cancellation policy is short, clear in advance and fair. You fill empty slots more often and never have to confront anyone afterwards.

How to write a cancellation policy for your salon

Why a cancellation policy pays off

An appointment that falls through at the last minute costs you part of your day. You can't sell that hour any more and you earn nothing, while your rent, equipment and staff costs carry on. With a clear policy, the customer knows where they stand. Most customers then cancel in time, because they know they can and what happens if they don't. So it isn't about punishing anyone. It is about agreements that work for both sides. Also read how to keep no-shows under control with reminders, a waitlist and a deposit.

Choose a notice period that fits your treatments

The notice period depends on how hard it is to fill a slot. A half-hour haircut is easier to fill than a three-hour colour. Common choices are 24 hours' notice for short treatments and 48 hours for long treatments or treatments with a staff member planned specially for that customer. Choose what suits your salon and keep it simple. The longer the treatment, the longer the notice period. You don't need a separate rule for every service. Two categories, short and long, are enough for most salons.

Decide what happens when someone cancels too late

Decide in advance what you do when a customer cancels too late or doesn't show up. Three options are the most common: - You charge nothing, but you mention it at the next appointment. - You charge part of the treatment. - You charge the full treatment, or keep the deposit. A no-show often has stricter rules than a late cancellation. Also decide when you are flexible, for example in case of illness. An exception is fine, as long as you choose and the situation doesn't.

Use a deposit where it counts

A rule on paper works better when something is attached to it. A deposit when booking makes the policy concrete: the customer has already paid an amount, so they are more likely to show up or cancel in time. In Salondesq you choose per service whether a deposit is needed, as a fixed amount or a percentage. If a customer doesn't show, you keep the deposit. That way you only ask for it on long or expensive treatments, not on a quick haircut.

Sample text you can adapt

Use the text below as a starting point and adjust the notice period and the consequences to your own salon: Rescheduling or cancelling an appointment Can't make it? Please reschedule or cancel your appointment at least 24 hours in advance. You can do this yourself via the link in your confirmation. That way we can offer your slot to someone else. If you cancel later or don't show up, we charge the deposit or part of the treatment. Something unexpected, such as illness? Please get in touch. We are happy to help. The text is friendly, concrete and mentions the solution (rescheduling) before the consequence.

Make sure customers see it in advance

A policy nobody knows about doesn't work. Put it in three places: - When booking online, before the customer confirms the appointment. - In the confirmation the customer receives straight away. - On your website and, if you like, on a sign at the till. Also send a reminder shortly before the appointment. That way the customer remembers that rescheduling is possible, and a rescheduled appointment beats an empty chair. You can read more about timing at appointment reminders.

Fill freed-up slots straight away

The easier it is for a customer to cancel, the sooner you hear about it. And the sooner you hear, the greater the chance someone else takes the slot. So give customers a link to reschedule or cancel themselves, and use a waitlist. When you cancel an appointment, suitable people on the waitlist automatically get a message that there is room. A cancellation then isn't a loss, but a chance for someone else.

How Salondesq helps

With Salondesq you handle cancellations in one system. Customers reschedule or cancel themselves, they automatically receive a confirmation and reminder, you ask for a deposit per service via online payments and a waitlist fills freed-up slots. Want to see it for yourself? Take a look at the pricing and start the free trial. Do you work as a hairdresser? On the booking system for hairdressers page you can see how it works in a hair salon.

Frequently asked questions

That is up to you. Many salons choose 24 hours for short treatments and 48 hours for long treatments. Choose a period you can stick to and communicate it in advance.