How to write a cancellation policy for your small business

A cancellation policy tells customers what happens if they cancel late, change their appointment or don’t turn up. Done well, it reduces no-shows and avoids awkward conversations, because everyone knows the rules before they book.

What to include

1. Notice period: how much notice you need to cancel or reschedule for free, for example 24 or 48 hours.
2. Late cancellation charge: what you charge if someone cancels inside that window, for example 50% of the price.
3. No-show charge: what happens if someone doesn’t turn up at all.
4. Deposits: whether you take one, how much, and whether it’s refundable or can be moved to a new date.
5. Lateness: what happens if a customer arrives late, for example a shortened appointment.
6. Your side: what you’ll do if you need to cancel, for example a full refund or priority rebooking.

Example policies you can adapt

Keep it fair and clear

• Show the policy before the customer books, not afterwards.
• Use plain English and keep it short.
• Make charges proportionate to what you actually lose.
• Apply it consistently, but use your judgement for genuine emergencies.

This guide is general information, not legal advice. Consumer protection law applies to terms you use with customers, so if you’re unsure whether your policy is fair, get professional advice.

Setting your policy in Bookuro

In the Bookuro Partner app you set your own cancellation rules and deposits, and customers see them when they book. For example, you could charge 50% for cancellations within 4 hours, or take no deposit at all. It’s your call.