What should a no-show policy say?

What it is for

The point of a no-show policy is not to collect fees. It is to get clients to tell you early, so you can give the time to someone else. A good policy makes cancelling easy and not turning up costly.

What it should say

The notice period: for example, at least 24 hours to cancel or move without a charge. The charge: what a late cancellation costs and what a no-show costs, as a fixed amount or a share of the service price. The scope: which services need a card on file or a deposit, usually the longer and more expensive ones.

How to cancel: one link or one reply, not a phone call during opening hours only. And the reminder: when it goes out and what it asks.

Who can make an exception

Emergencies happen, and a loyal client who misses once is not the same as someone who misses every month. Write down who can waive the charge, and on what grounds, so it does not come down to whoever is on the desk.

Note every waiver. If the same client keeps getting one, the policy is not working for them.

Show it before, not after

Put the policy on the booking page, in the confirmation, and in the reminder. A client who agreed to it at booking rarely argues at the till. One who hears it for the first time when charged often leaves a review instead.

Then check whether it works. Count late cancellations and no-shows each month, by service, before and after the policy.