Copy-paste cancellation policy template
Copy the template below, replace the bracketed sections, and publish it on your booking page. Then reuse the short versions in your confirmations, reminders, and Instagram highlights.
Main booking page template
CANCELLATION & NO-SHOW POLICY (LASH APPOINTMENTS) Business name: [YOUR BUSINESS NAME] Your appointment time is reserved just for you. Because lash services block off significant time on my schedule, and last-minute openings are hard to refill, I have the following cancellation policy: Cancellations & rescheduling window - Please cancel or reschedule at least [24/48] hours before your appointment to avoid a fee. - Rescheduling requests inside the [24/48]-hour window are treated the same as late cancellations. Late cancellation fee - Cancellations or reschedules made with less than [24/48] hours notice will be charged a fee of [50% of the scheduled service / $___ flat fee]. - If you paid a deposit, your deposit will be applied toward the late cancellation fee. Any remaining balance may be charged to the card on file. Same-day cancellations - Same-day cancellations are charged [__% / $___] of the scheduled service. No-shows - If you do not show up for your appointment, or you arrive too late to complete the service, you will be charged [100% of the scheduled service / $___]. - No-show fees may be charged to the card on file. - After a no-show, I may require full prepayment to book future appointments. Deposits - A deposit of [$_ / __%] is required to secure your appointment. Deposits are applied to your service total on the day of your appointment. - Deposits are non-refundable for late cancellations and no-shows. - If you cancel outside the [24/48]-hour window, your deposit [will be refunded / can be transferred once as a credit to a new date within __ days]. Late arrivals - Please arrive on time. If you arrive more than [10] minutes late, your service may be shortened to respect the next client appointment, and full service price still applies. - If you arrive more than [15] minutes late, your appointment may be treated as a no-show and the no-show policy will apply. Payment authorization - By booking, you agree that [YOUR BUSINESS NAME] may charge the card on file for applicable late cancellation or no-show fees under this policy. Emergencies - I understand true emergencies and sudden illness happen. If something unavoidable comes up, please message me as soon as possible. Exceptions are rare and handled at my discretion. Agreement - Booking an appointment means you have read and agreed to this cancellation and no-show policy.
This version is best for your booking page because it explains the rule, the fee, the deposit handling, and the agreement in one place.
Template variations
Soft version
Use this if you are newer, still building your client base, or your schedule has more flexibility.
Soft version
CANCELLATION POLICY - Please give at least [24] hours notice to cancel or reschedule. - Cancellations or reschedules within [24] hours may forfeit your deposit of [$_ / __%]. - No-shows may be charged up to [50% / 100%] of the scheduled service. - If you are sick or there is an emergency, message me as soon as possible and I will do my best to help. By booking, you agree to this policy. Thank you for respecting my time and schedule.
Standard version
Use this if you stay fairly booked and last-minute gaps cost you real income.
Standard version
CANCELLATION POLICY - [24/48] hours notice is required to cancel or reschedule. - Late cancellations or reschedules within [24/48] hours are charged [50% / $___]. - Same-day cancellations are charged [__% / $___]. - No-shows are charged [100% / $___] and may require full prepayment to rebook. - Deposits are applied to your appointment total and are non-refundable for late cancellations and no-shows. By booking, you authorize charges to the card on file under this policy.
Strict version
Use this if you are booked out, offer long full sets, or regularly deal with clients who change appointments last minute.
Strict version
CANCELLATION POLICY - [48] hours notice is required to cancel or reschedule. - Cancellations or reschedules within [48] hours are charged [50% to 100% / $___]. - Same-day cancellations and no-shows are charged 100% of the scheduled service. - A deposit of [$_ / __%] is required to book and is non-refundable within the cancellation window. - Repeat late cancellations or no-shows may require full prepayment for future appointments or may be unable to book online. By booking, you agree to this policy and authorize charges to the card on file.
Short versions for confirmations, reminders, and Instagram
Short version for confirmation or reminder message
Reminder message version
Reminder: Your appointment time is reserved for you. [24/48]-hour notice is required to cancel or reschedule. Late cancellations: [fee]. No-shows: [fee]. By booking, you agree to this policy. Thank you.
One-line version for Instagram bio, highlight, or pinned post
Instagram one-liner
Policy: [24/48]hr notice. Late cancel [fee]. No-show [fee]. Deposit non-refundable within window.
Short versions are not a replacement for the full policy. They work best when they reinforce the full rule already shown on your booking page.
How to customize this template
Before you publish your policy, update the parts below. This is where most lash techs accidentally leave room for confusion.
- Replace your business name everywhere.
- Decide how clients should cancel or reschedule.
- Choose your notice window: 24 hours or 48 hours.
- Decide whether your fee is a flat amount or percentage.
- Set your deposit rule.
- Decide whether you allow one courtesy reschedule.
- Choose how you handle full sets versus fills.
- Set your late-arrival cutoffs.
- Decide how you will treat emergencies or illness.
If you offer both full sets and fills, it often makes sense to be stricter with longer services because those appointment blocks are harder to refill.
How to make your cancellation policy actually work
- Vague policies create negotiation: Keep your policy specific. When the notice window and fees are not clear, each late cancellation turns into a negotiation.
- Visibility matters more than sounding strict: Put your policy where clients see it before they book, then repeat it in confirmations and reminders.
- Match the policy to your schedule risk: Longer appointments are harder to refill, so your policy can be firmer for high-impact services.
- Reminder timing should support your cutoff: If your cutoff is 24 or 48 hours, your reminders should reinforce that exact window before the fee window starts.
- Tone matters: You can be clear and professional without sounding harsh. Simple language keeps expectations clear and preserves trust.
- Consistency matters more than toughness: A simple policy that you enforce consistently works better than a strict policy you only apply sometimes.
For a full booking and reminder setup, use the Online Booking Setup Guide.
Script for awkward moments
Totally understand, things come up. Because that time was reserved just for you and I was not able to refill it on short notice, my cancellation policy applies. I can send you the link to reschedule, and once you book your next appointment we will be all set.
Where to put your cancellation policy
A good policy only works if clients actually see it before and after booking.
- Booking page: Put the full policy where clients can read it before they confirm.
- During booking flow: Keep a short summary visible at checkout so expectations are clear before payment.
- Confirmation email: Repeat the short version and include how to cancel or reschedule.
- Appointment reminders: Include your notice window and fee summary in every reminder.
- Intake or consent forms: Add an acknowledgement line confirming the client has read your policy.
- Instagram highlights: Pin a short policy summary where new clients can find it easily.
- Pinned posts: Keep one pinned post with your policy and how clients should reschedule.
Need implementation help? Follow the Online Booking Setup Guide.
Why lash techs need a clearer cancellation policy than most
- Long appointment blocks are expensive to lose: When a 90 to 180 minute appointment cancels late, that revenue is hard to replace the same day.
- Fills create repeat scheduling patterns: Returning fill clients often book on a cadence. Clear rules keep repeat schedule changes from stacking up.
- Prep and cleanup time still count: Even with a late cancellation, your setup and cleanup time are still part of your workday.
- Late arrivals can affect quality and safety: Lash work cannot be rushed without compromising quality, so late arrival policies need to be explicit.
- Deposits reduce awkward follow-up: Deposits help set expectations in advance and reduce manual payment follow-up after late cancellations.