How To Write a Massage Cancellation Policy: A Complete Guide
Learn how to write a massage cancellation policy that protects your business and keeps clients informed. This complete guide covers what you need to know.
You're about to head into the salon, and your phone buzzes. Another client cancels with no notice – which means you've lost income. Again.
If this sounds familiar, we get it. Client cancellations and no-shows are frustrating, and the beauty and wellness industry sees plenty of them.
The good news is you can turn things around with a clear massage cancellation policy. Here's how to write and implement one to encourage clients to respect your time.
What Is a Cancellation Policy for a Massage Therapist?
A cancellation policy is a set of guidelines for rescheduling and canceling appointments. You make the rules, and when a client books, you let them know what happens if they need to change the date or cancel. The policy usually includes applicable fees and deadlines – for example, if a client gives less than 24 hours’ notice, they have to pay a fee.
Having a clear policy lets clients know how important it is to either keep their appointments or let you know well in advance that they can't make it. This way, you don’t lose out on income from empty calendar slots, and if you do, the client pays a fee to make up for it.
A massage cancellation policy also helps you maintain a steady and predictable schedule. When you know in advance if a customer is canceling or rebooking their massage, you can fill their slot so business runs smoothly.
The guidelines should also apply to no-shows – when clients miss appointments without letting you know at all. Put a system in place so if this happens, you already have their card on file and can charge a fee without chasing them down.
Sign up for a 14-day free trial with GlossGenius!
How To Write a Cancellation Policy in 5 Steps
Follow these five steps to write your own policy:
1. Define Your Needs
Identify what the business needs from the cancellation policy. Are you looking to reduce no-shows? Manage last-minute cancellations? Ask for more time before people reschedule? The answer might be “all of the above,” but it’s important to reflect on your goals – because when you set goals, you can more easily make sure the policy meets them.
2. Determine a Time Frame, Cancellation Fees, and Exceptions
Specify a notification window for appointment cancellations and rescheduling. This is the minimum notice a client must give before changing their visit. For example, require at least 12 hours' notice or up to 48 or 72 hours' notice – it's totally up to you. Ideally, leave enough time to add another client to your schedule.
When a client cancels an appointment last minute or doesn't arrive at all, you can charge the total price of the visit, a small flat fee, or a percentage of the cost. While charging the total price may deter clients from booking (it’s expensive!), a $25 fee for breaking policy can prevent last-minute changes without being too harsh. Make sure the costs are just high enough to discourage last-minute cancellations and no-shows – $5 won’t do much for you, and $100 is likely too high.
Consider when and if you'll make exceptions. For example, you might waive the fee if a repeat client cancels at the last minute due to a family loss. Or you might be more harsh if someone no-shows more than once. It’s up to you.
3. Include a No-Show Policy
No-shows technically aren’t cancellations, but you should still include them. They really throw a wrench in your schedule, and worse, they can ruin client relationships if handled the wrong way.
Be clear, but not too severe. No-shows aren’t always about a lack of respect. Sometimes, an emergency comes up or a client simply forgets, so assuming the worst isn’t always the way to go. Just use the opportunity to let clients know how important it is to honor their scheduled appointments and respect your time.
Regardless, no-show fees should be greater than those for cancellations or last-minute changes. A percentage or a flat fee works. For example, if you charge $95 per hour, charge 100% of the service cost for no-shows – or a more significant flat rate, like $60.
4. Craft Clear Communication
Write everything up using easy-to-understand language. Run the policy by your team, friends, or family to make sure it's as transparent as possible. It’s okay to risk a little repetition in the name of thoroughness.
Do your research and choose a software system that works with you to prevent cancellations and no-shows, like GlossGenius. It captures and stores credit card information during the booking process to charge cancellation fees right away.
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5. Display the Standard Cancellation Policy on Your Website or Booking Platform
Post the policy on your spa or massage website and booking platform, and add it to appointment confirmation emails, text messages, and intake forms. Display it at the checkout counter so clients can read it in person, and let customers know over the phone when they call. It might seem like a lot of effort, but it reinforces the rules throughout the customer experience, from booking to payment.
With GlossGenius, you can integrate your cancellation policy directly into booking. With the flip of a switch, a link to your cancellation policy will be added into your booking flow. Then, when a client books a service on your GlossGenius website, a link to the policy can be displayed and the client will be asked to acknowledge and accept it. You can also ask for a client’s card info to keep on file and a deposit for some or all of your services to protect yourself if someone cancels inside of the policy window.
Massage Cancellation Policy Template
Can’t find the words? Here's a cancellation policy template to follow:
At [Business Name], we always want to give you the best possible service. To help us accommodate our clients and maintain a smooth schedule, we have established the following cancellation policy:
To respect the time of our massage therapists and other clients, please provide at least [time frame] notice for cancellations or rescheduling.
- You may cancel or reschedule your appointment with more than [time frame] notice.
- If you cancel or reschedule your appointment with less than [time frame] notice, a cancellation fee of [amount] applies.
- If you do not show up for your appointment and do not give notice, you will be charged [amount] of the scheduled service.
To secure your appointment, we require a credit card on file. We will only charge this credit card in case of a late cancellation or no-show.
We will send you appointment reminders via SMS or email 48 hours and 24 hours before your scheduled time. Please ensure your contact information is up to date.
To confirm your appointment, please sign the agreement below:
I acknowledge that I have received and understand [Business Name]'s cancellation and rescheduling policy. If I fail to reschedule my appointment with [Business Name] within [time frame], I am responsible for paying a fee of [amount]. If I fail to attend my appointment, I am responsible for paying a [insert amount] fee.
Signed ________________ Date __________________
Thank you for understanding and respecting our policy. We can't wait to see you!
3 Tips and Tricks To Prevent Cancellations in Your Massage Appointments
Keep your schedule full and your income steady with these three tips:
1. Send Massage Appointment Reminders via SMS or Email
Clients are busy, and sometimes appointments don't make it into their calendars. Mitigate this forgetfulness by sending reminders via text and email. It's a quick and easy way to give customers a nudge and help them remember their bookings, reducing last-minute cancellations and no-shows.
GlossGenius' built-in Client Notification system lets you jog clients' memories effortlessly. Just enable appointment reminders and GlossGenius will automatically send them ahead of appointments to make sure clients remember. Plus, you never have to wonder if clients saw it because their confirmation status automatically flows into your calendar.
On top of that, GlossGenius' Marketing features let you email and text clients about promotions, new products, and more. We'll even automatically prompt clients to review your business on Google after their appointment so you can start racking up client reviews online.
2. Offer Online Booking Options
Let clients book and change their appointments online in advance. Making things as easy and flexible as possible for customers helps them reschedule as promptly as possible. A clunky system could just make them procrastinate or give up.
GlossGenius's Online Booking feature lets clients book, reschedule, and cancel appointments at their convenience – no client login or app download required. Plus, the booking system is fully customizable, so you can make it yours.
3. Build Client Relationships
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Clients who feel connected to you as their massage therapist are more likely to value your services and time – meaning they won’t cancel or no-show. Foster this connection by engaging with customers, showing appreciation, and asking for feedback. A positive client experience builds loyalty and boosts rebooking.
GlossGenius makes it easy to communicate with clients before and after appointments. Send automatic thank-you messages with review requests and rebooking reminders, so you always stay top of mind. Our goal is to make client management a breeze.
Avoid Massage Cancellations and No-Shows With GlossGenius
No-shows and last-minute appointment cancellations disrupt your day. But you don't have to prevent them alone. After you write a cancellation policy that suits your unique needs, use GlossGenius' all-in-one platform to manage customers and appointments effortlessly.
GlossGenius' Calendar Scheduling app is the industry's most intuitive and advanced. Maximize your schedule with gap time, double booking, and waitlists, and manage it from anywhere you go. Our team will even personally help you transfer your paper calendar over.
Sign up for a 14-day free trial with GlossGenius!
We also offer the ultimate No-Show Protection stack, which combines deposits, card-on-file booking rules, and notifications into a single system. And the Waitlist feature helps you fill empty appointment slots. With these tools, you can streamline your massage business operations while providing exceptional client service.
Sign up for a free 14-day trial with GlossGenius today to get started.
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You're about to head into the salon, and your phone buzzes. Another client cancels with no notice – which means you've lost income. Again.
If this sounds familiar, we get it. Client cancellations and no-shows are frustrating, and the beauty and wellness industry sees plenty of them.
The good news is you can turn things around with a clear massage cancellation policy. Here's how to write and implement one to encourage clients to respect your time.
What Is a Cancellation Policy for a Massage Therapist?
A cancellation policy is a set of guidelines for rescheduling and canceling appointments. You make the rules, and when a client books, you let them know what happens if they need to change the date or cancel. The policy usually includes applicable fees and deadlines – for example, if a client gives less than 24 hours’ notice, they have to pay a fee.
Having a clear policy lets clients know how important it is to either keep their appointments or let you know well in advance that they can't make it. This way, you don’t lose out on income from empty calendar slots, and if you do, the client pays a fee to make up for it.
A massage cancellation policy also helps you maintain a steady and predictable schedule. When you know in advance if a customer is canceling or rebooking their massage, you can fill their slot so business runs smoothly.
The guidelines should also apply to no-shows – when clients miss appointments without letting you know at all. Put a system in place so if this happens, you already have their card on file and can charge a fee without chasing them down.
Sign up for a 14-day free trial with GlossGenius!
How To Write a Cancellation Policy in 5 Steps
Follow these five steps to write your own policy:
1. Define Your Needs
Identify what the business needs from the cancellation policy. Are you looking to reduce no-shows? Manage last-minute cancellations? Ask for more time before people reschedule? The answer might be “all of the above,” but it’s important to reflect on your goals – because when you set goals, you can more easily make sure the policy meets them.
2. Determine a Time Frame, Cancellation Fees, and Exceptions
Specify a notification window for appointment cancellations and rescheduling. This is the minimum notice a client must give before changing their visit. For example, require at least 12 hours' notice or up to 48 or 72 hours' notice – it's totally up to you. Ideally, leave enough time to add another client to your schedule.
When a client cancels an appointment last minute or doesn't arrive at all, you can charge the total price of the visit, a small flat fee, or a percentage of the cost. While charging the total price may deter clients from booking (it’s expensive!), a $25 fee for breaking policy can prevent last-minute changes without being too harsh. Make sure the costs are just high enough to discourage last-minute cancellations and no-shows – $5 won’t do much for you, and $100 is likely too high.
Consider when and if you'll make exceptions. For example, you might waive the fee if a repeat client cancels at the last minute due to a family loss. Or you might be more harsh if someone no-shows more than once. It’s up to you.
3. Include a No-Show Policy
No-shows technically aren’t cancellations, but you should still include them. They really throw a wrench in your schedule, and worse, they can ruin client relationships if handled the wrong way.
Be clear, but not too severe. No-shows aren’t always about a lack of respect. Sometimes, an emergency comes up or a client simply forgets, so assuming the worst isn’t always the way to go. Just use the opportunity to let clients know how important it is to honor their scheduled appointments and respect your time.
Regardless, no-show fees should be greater than those for cancellations or last-minute changes. A percentage or a flat fee works. For example, if you charge $95 per hour, charge 100% of the service cost for no-shows – or a more significant flat rate, like $60.
4. Craft Clear Communication
Write everything up using easy-to-understand language. Run the policy by your team, friends, or family to make sure it's as transparent as possible. It’s okay to risk a little repetition in the name of thoroughness.
Do your research and choose a software system that works with you to prevent cancellations and no-shows, like GlossGenius. It captures and stores credit card information during the booking process to charge cancellation fees right away.
[CTA_MODULE]
5. Display the Standard Cancellation Policy on Your Website or Booking Platform
Post the policy on your spa or massage website and booking platform, and add it to appointment confirmation emails, text messages, and intake forms. Display it at the checkout counter so clients can read it in person, and let customers know over the phone when they call. It might seem like a lot of effort, but it reinforces the rules throughout the customer experience, from booking to payment.
With GlossGenius, you can integrate your cancellation policy directly into booking. With the flip of a switch, a link to your cancellation policy will be added into your booking flow. Then, when a client books a service on your GlossGenius website, a link to the policy can be displayed and the client will be asked to acknowledge and accept it. You can also ask for a client’s card info to keep on file and a deposit for some or all of your services to protect yourself if someone cancels inside of the policy window.
Massage Cancellation Policy Template
Can’t find the words? Here's a cancellation policy template to follow:
At [Business Name], we always want to give you the best possible service. To help us accommodate our clients and maintain a smooth schedule, we have established the following cancellation policy:
To respect the time of our massage therapists and other clients, please provide at least [time frame] notice for cancellations or rescheduling.
- You may cancel or reschedule your appointment with more than [time frame] notice.
- If you cancel or reschedule your appointment with less than [time frame] notice, a cancellation fee of [amount] applies.
- If you do not show up for your appointment and do not give notice, you will be charged [amount] of the scheduled service.
To secure your appointment, we require a credit card on file. We will only charge this credit card in case of a late cancellation or no-show.
We will send you appointment reminders via SMS or email 48 hours and 24 hours before your scheduled time. Please ensure your contact information is up to date.
To confirm your appointment, please sign the agreement below:
I acknowledge that I have received and understand [Business Name]'s cancellation and rescheduling policy. If I fail to reschedule my appointment with [Business Name] within [time frame], I am responsible for paying a fee of [amount]. If I fail to attend my appointment, I am responsible for paying a [insert amount] fee.
Signed ________________ Date __________________
Thank you for understanding and respecting our policy. We can't wait to see you!
3 Tips and Tricks To Prevent Cancellations in Your Massage Appointments
Keep your schedule full and your income steady with these three tips:
1. Send Massage Appointment Reminders via SMS or Email
Clients are busy, and sometimes appointments don't make it into their calendars. Mitigate this forgetfulness by sending reminders via text and email. It's a quick and easy way to give customers a nudge and help them remember their bookings, reducing last-minute cancellations and no-shows.
GlossGenius' built-in Client Notification system lets you jog clients' memories effortlessly. Just enable appointment reminders and GlossGenius will automatically send them ahead of appointments to make sure clients remember. Plus, you never have to wonder if clients saw it because their confirmation status automatically flows into your calendar.
On top of that, GlossGenius' Marketing features let you email and text clients about promotions, new products, and more. We'll even automatically prompt clients to review your business on Google after their appointment so you can start racking up client reviews online.
2. Offer Online Booking Options
Let clients book and change their appointments online in advance. Making things as easy and flexible as possible for customers helps them reschedule as promptly as possible. A clunky system could just make them procrastinate or give up.
GlossGenius's Online Booking feature lets clients book, reschedule, and cancel appointments at their convenience – no client login or app download required. Plus, the booking system is fully customizable, so you can make it yours.
3. Build Client Relationships
[CTA_MODULE]
Clients who feel connected to you as their massage therapist are more likely to value your services and time – meaning they won’t cancel or no-show. Foster this connection by engaging with customers, showing appreciation, and asking for feedback. A positive client experience builds loyalty and boosts rebooking.
GlossGenius makes it easy to communicate with clients before and after appointments. Send automatic thank-you messages with review requests and rebooking reminders, so you always stay top of mind. Our goal is to make client management a breeze.
Avoid Massage Cancellations and No-Shows With GlossGenius
No-shows and last-minute appointment cancellations disrupt your day. But you don't have to prevent them alone. After you write a cancellation policy that suits your unique needs, use GlossGenius' all-in-one platform to manage customers and appointments effortlessly.
GlossGenius' Calendar Scheduling app is the industry's most intuitive and advanced. Maximize your schedule with gap time, double booking, and waitlists, and manage it from anywhere you go. Our team will even personally help you transfer your paper calendar over.
Sign up for a 14-day free trial with GlossGenius!
We also offer the ultimate No-Show Protection stack, which combines deposits, card-on-file booking rules, and notifications into a single system. And the Waitlist feature helps you fill empty appointment slots. With these tools, you can streamline your massage business operations while providing exceptional client service.
Sign up for a free 14-day trial with GlossGenius today to get started.
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