No-Show Policy Template: Notice Periods, Fees, Deposits and Wording You Can Adapt

See what no-shows cost youDownload the no-show policy template (PDF)

What a no-show policy is for

A no-show policy is not mainly about charging people. It sets expectations before the booking, so that a client who cannot make it knows how much notice to give and how to give it. Most no-shows are people who forgot or whose plans changed; a clear notice period and an easy way to cancel turn many of them into cancellations you can refill.

The consequence part matters too, but it comes second. Work out first what no-shows cost you: the no-show rate calculator gives a monthly and yearly figure, and our post on the no-show rate formula explains how to count them. If the number is small, a policy with no fee may be enough.

The seven parts of the template

1. Changing or cancelling. "Please give at least 24 hours' notice to cancel or move an appointment. Use the link in your confirmation email, or call 555 0100."

2. What counts. "Cancelling with less than 24 hours' notice is a late cancellation. Not arriving and not cancelling is a no-show."

3. Running late. "If you are more than 15 minutes late we may need to shorten your appointment, or treat it as a no-show if it cannot go ahead."

4. What happens. Pick one of three levels: no charge and a rebooking call; a deposit paid at booking that comes off the bill and is kept for a no-show; or a fee charged after a no-show. Our post on whether to charge a no-show fee works through the choice.

5. Exceptions. "We understand emergencies happen. Contact us and we will waive the fee for genuine emergencies and illness." Saying this up front makes the rest of the policy read as fair.

6. Repeat no-shows. "After two no-shows, we will ask for a deposit to book future appointments." The research supports singling this group out: a 2018 review of 105 studies found a history of previous no-shows among the most commonly reported predictors of the next one.

7. Reminders. "We send a reminder 24 hours before your appointment, with a link to reschedule or cancel." It tells the client you will help them remember, and gives them the way out that saves you the slot.

The printable template with this post has all seven parts with blanks to fill in.

How to write yours, step by step

1. Set the notice period from your refill time

How long does it really take you to fill a cancelled slot? A busy salon with a waiting list may manage in four hours; a specialist whose clients book weeks ahead may need 48. Use that, not a number copied from someone else.

2. Choose a consequence

The lightest one that will work. Many businesses start with no charge for first-timers, a deposit for long or expensive appointments, and a deposit requirement after repeat no-shows.

3. Fill in the template

Plain words, short sentences. A client should be able to read it in under a minute.

4. Check the fee part

Rules on cancellation fees and deposits for consumers vary by state and country, and some industries have their own. If you bill insurers (including Medicare or Medicaid in the US), check their rules on charging for missed appointments before adding a fee. In US contract law, a fixed charge for a breach is often judged as liquidated damages, and Cornell's LII notes courts will not impose them if the clause is punitive; a fee close to the real cost of the empty slot is easier to defend than a larger one. This is general information, not legal advice.

5. Show it at booking

The policy should appear on the booking page with a box the client ticks to accept. In Fynl's booking calendar settings, shown in the video above, the booking form can ask for consent, a deposit can be set as an amount or a percentage of the price, and cancel and reschedule cut-offs stop late changes through the booking link.

6. Repeat it in reminders

Put the notice period and a reschedule link in the confirmation and every reminder. The reminder is when a client who cannot make it is most likely to act.

Introducing the policy to existing clients

Regular clients have been booking without a policy, so a sudden fee feels like a change of rules. Send them the policy a few weeks before it starts, explain the reason in one line, and apply it only to bookings made after the start date. Lead with the notice period and the reschedule link rather than the consequence.

Then apply it the way it is written. A policy enforced for some clients and not others causes more resentment than no policy at all; if you waive it, for an emergency or a first miss, note the reason so you stay consistent.

Fee or deposit: a practical point

A fee charged after a no-show has to be collected from someone who has already shown they are not engaged. Unless you have a way to charge them, many fees go unpaid. A deposit is already paid. If you want to rely on a card instead of a deposit, note that card authorisations do not last long: Stripe's documentation lists authorisation windows of about five to seven days for online card payments, so a hold cannot cover an appointment booked a month ahead. For appointments booked further out, a deposit is usually the practical choice.

If you do not have online booking yet, the free booking page on our free tools page is a starting point.

Questions people also ask

Sources

• Dantas et al., No-shows in appointment scheduling: a systematic literature review, Health Policy (2018)
• Cornell Law School LII — Liquidated damages
• Stripe Docs — Place a hold on a payment method