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8 Booking Policy Examples for Safeguarding Your Salon

Written by Gabriela Lefanowicz | Feb 15, 2024 6:52:36 PM
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In an ideal world, clients always show up to their appointments on time and ready to go. But, unfortunately, we don’t live in a perfect world. 

Many things can, and often do, go wrong, from late arrivals and last-minute cancellations to accidentally scheduling the wrong service or appointment. 

That’s where a solid booking and cancellation policy comes into play. It’s essential to holding your salon and customers accountable for their respective commitments and consequences when they’re not respected. 

Keep reading to learn what to include in your policy, how to enforce it, and browse through eight booking policy examples to help inspire your own.

Why your salon needs a booking policy

🥇The first golden rule of running a salon? Expect the unexpected. 

🥈The second? Prepare for it by crafting an effective booking policy. 

An appointment is a two-way commitment. Your client promises to show up at the appointed time. You promise to have a staff member ready to work their magic during the appointment. 

You need both pieces of the puzzle to keep things running smoothly and efficiently, and the best way to ensure that is with a clear policy in place. 

A solid booking policy will help you:

  • Efficiently manage appointments: It’ll ensure services are scheduled in an organized manner, preventing overbooking and minimizing idle time for staff.
  • Boost client and stylist satisfaction: Say goodbye to long waits! A booking policy means happy clients get prompt and consistent service while your stylists stay in their zone without feeling frazzled or hurried.
  • Set clear expectations with customers:: A well-crafted policy will help you have consistent communication across your entire client base around what your expectations are when they book an appointment (and the consequences if they don’t meet those expectations).
  • Maximize revenue: Clear guidelines will reduce no-shows and last-minute cancellations, as well as safeguard your business when they do happen, benefiting your bottom line.
  • Communicate clearly and professionally: Your salon booking policy will clearly state what to expect and when, doing away with pesky misunderstandings and keeping everyone on the same page.

💡 Pro tip: Booking policies are just one of many workplace policies you should consider documenting for your business. 


What to include in your salon booking and cancellation policy

  • Booking procedure: Specify how clients can book appointments, whether it’s via phone, an online booking system, or in-person. 

👉 Example: “If you need to cancel or reschedule, please do so at least 24 hours before the appointment. Cancellations made with less than 24 hours’ notice will be charged a late fee equal to 50% of the scheduled service.”

  • Late-arrival policy: We recommend including a 15-minute grace period for late arrivals. If a client arrives 15-30 minutes late, consider charging a late fee. If a client arrives over 30 minutes late, treat it as a no-show. Of course, sometimes things are determined on a case-by-case basis. After all, emergencies can happen and being empathetic in those scenarios can go a long way.

💡 Pro-tip: Remember that these booking policies should go both ways. If you want your clients to respect your time, you should also respect theirs. Don’t cancel appointments with less than 24 hours' notice (if you do, offer some sort of compensation), and don’t ask your clients to wait for more than 15 minutes for their appointment.
  • No-show policy: Enter the worst-case scenario: a client who just doesn’t show up at all! In this case, you’ll need to firmly enforce a penalty. Keep in mind some salons even charge 100% of the booked service. 
  • Booking fee or deposit: Do your clients often forget about appointments or cancel at the last minute? Try implementing a booking fee or deposit. Clearly explain you’ll deduct this amount from the total cost of the booked service to ensure customers understand they aren’t being overcharged. Having a credit card on file also means that in the worst-case scenarios, you won’t be chasing down a ghost.

"When writing your cancellation policy, it's important to make the language really clear. Communicate your terms upfront and why they exist. I'd also recommend taking a deposit or payment upfront to avoid casual cancellations."

- Bridget Harris, CEO and CoFounder of YouCanBookMe

  • Consequences for repeat offenders: Sounds serious, doesn’t it? That’s because it is! Let’s face it: If you have a particular customer who has been excessively late or missed appointments on multiple occasions, they’re cutting into your bottom line.
    • 👉 Example: “Please note that if you miss three or more appointments in a row, you’ll have a six-month ban on booking new services.”

⭐ 3 Bonus tips  ⭐ 

  1. When in doubt, lay it out: Not sure you’ll need as robust of a policy as the one we mentioned above? Write one anyway. It’s always best to include too much information than not enough and risk a misunderstanding. 
  2. Consider making exceptions: Sometimes, keeping your regular customers happy is more important than sticking to the rules. If you know a customer always shows up on time and never cancels, and then suddenly has to cancel mere hours before their appointment, make an exception. 
  3. Create a waitlist: Ask customers if they would like to be added to a waitlist for a faster appointment. Then, if your customers cancel or need to reschedule, you’ll have a pool of people waiting to jump into their open slot. 

How to enforce your salon booking policy

  • Train your staff: The first step is ensuring your staff knows your policy inside and out so they can properly explain and enforce it. 
  • Make your policy easily accessible: The second step is making sure your client is aware of the policy. Make it easily accessible in your salon and on your website. You should also add it to your appointment reminder email. Whenever you make any changes or updates, inform your customers with a quick update message or email.
  • Have clients accept the terms before booking: Ensure your client knows that by booking a service with you, they automatically agree to abide by your booking policy.

👉 Example: If you use a scheduling tool to book your appointments, include a link on your booking page and booking form, and make it mandatory for your customers to agree to your policy before scheduling a service.



 

  • Add a booking fee or deposit: Take online deposits at the time of booking. Clients will be less likely to cancel if they’ve already paid for a portion of the service. Think of it this way: if you have to pay $20 to miss a workout class, are you more or less likely to go (even if you’re feeling like a couch potato that day)? The same goes for hair appointments!

“It really depends on the nature of your business, but for me, non-refundable deposits upon booking are essential. We often overlook that the time and money invested in client communication, booking, and calendar management are integral parts of our work, and we essentially perform unpaid labor if clients cancel. Charging a deposit encourages clients to be more committed to their appointments, prompting them to choose dates more carefully, which in turn reduces the need for rescheduling.”

- Daniele Lugli, Tattoo Artist

  • Enact a strike system: Implementing a new booking policy for your business? Your regular clients might need time to adjust to the new rules. In this situation, try a strike system. The first time a customer breaks the rules, all they get is a warning and reminder of the new policy.
  • Send reminders before appointments: Sometimes, things slip our minds. After all, we’re only human! To prevent that from happening, give your customers a helping hand by sending out appointment reminders, including a link to the booking policy. We recommend two: one 48 hours before and one 24 hours before their appointment.

💡Pro-tip: Use a booking app to automatically customize and send your reminders via email and text.

 

 

8 Salon booking policy examples

Short cancellation policy template

Sometimes short and sweet works best! Use this policy to quickly inform clients of your cancellation notice period and any applicable fees.

If you need to cancel or reschedule, please do so at least 24 hours before your appointment. If you cancel with less than 24 hours’ notice, you’ll be charged a late fee equal to XX% of the scheduled service.

Long cancellation policy template

If you prefer to explain your reasoning and provide your clients with more information, this salon cancellation policy template will be perfect for you.

We value the time and needs of every client and staff member. To ensure we can accommodate as many clients as possible, we ask that you cancel or reschedule appointments with at least 24 hours’ notice.

If you cancel with less than 24 hours’ notice, you’ll be charged XX% of the total cost of your service. If you miss an appointment without any prior notice, you’ll be charged a no-show fee of $XX. To cancel or reschedule an appointment, please call the salon directly at [phone number] or visit our online booking page. 

Salon late arrival policy template

Late arrivals can throw off your entire day. Make sure to schedule appointments with a 15-minute grace period, just in case. To discourage lateness, we recommend charging a late fee if a client is over 15 minutes late.

To respect our staff and other clients, please arrive on time for your appointment. We permit a 15-minute grace period for unforeseen circumstances. If you arrive more than 15 minutes late, you’ll be charged a $XX late fee. If you arrive more than 30 minutes late, you’ll forfeit your appointment and be charged a last-minute cancellation fee equaling XX% of the total cost of your service. 

Salon deposit policy template

Sometimes the best way to ensure clients keep an appointment is to charge a deposit. If a client has already paid for something, even partially, it’ll encourage them to show up.

We require a credit card on file to schedule an appointment. You’ll be charged XX% of the total amount when booking. The remaining balance will be charged when the service is complete. You'll receive a full refund if you cancel your appointment with at least 24 hours' notice. If you cancel with less than 24 hours’ notice or don’t attend your appointment, you’ll forfeit your deposit.

No-show cancellation policy template

No-shows can seriously impact your bottom line. It can leave your staff members with a vacant window and no compensation, which is frustrating for service-based employees. Therefore, including a no-show clause in your booking policy is essential. 

Missed appointments without prior notice impact our ability to accommodate other clients and maintain the high standards you deserve. Therefore, you’ll be charged a no-show fee of $XX if you miss an appointment without prior notice. 

Salon policy to protect clients template

If you require your clients to give you at least 24 hours’ notice before canceling, you should do the same! Consider offering a discount in case of any unavoidable, last-minute cancellations. 

In rare circumstances, we may need to cancel an appointment. If we cancel with less than 24 hours' notice, we’ll reschedule as soon as possible and offer you an XX% discount on your next service.

Flexible policy template

If you’re just starting out, your policies may need to be more flexible until you build a loyal client base. Having a policy in place is still important, but you might choose to omit any fees for the time being. 

Your appointments are very important to us. You help ensure we can serve all our clients as best as possible by showing up to them ready and on time. However, we understand that unexpected situations may arise, necessitating schedule changes. If you need to cancel or reschedule an appointment, please give us at least 24 hours' notice.

Right to refuse service policy template

There’s nothing more important than the health and safety of your clients and staff. The following booking policy example includes a right-to-refuse service clause to help ensure you protect both. 

Please be advised that we have a right to refuse service in situations that pose a health or safety risk to our staff and clients. This includes instances of lice, open wounds, contagious illnesses, skin infections, and aggressive behavior. 

Ready to implement your ideal booking policy?

Whether you're a seasoned salon owner or a proud new entrepreneur, crafting the perfect booking and cancellation policy is key to a smooth operation. 

With these examples and templates in hand, you're well-equipped to create policies that prioritize client satisfaction, streamline scheduling, and keep your business thriving. So, dive in, tailor them to your salon's unique needs, and watch your bookings soar and your clients stay delighted. 

Booking policy examples FAQ (Frequently Asked Questions)

What is a good cancellation policy?

A good cancellation policy sets clear expectations for both the salon and clients, balancing the need to protect your business's time and resources with empathy for clients' situations. It typically includes a reasonable notice period for cancellations, outlines any applicable fees for late cancellations or no-shows, and allows for exceptions in case of emergencies or unforeseen circumstances.

What is a salon cancellation policy example?

An example of a salon cancellation policy could be: "We kindly request a minimum of 24 hours' notice for cancellations. Cancellations made within 24 hours of the appointment will be subject to a fee of XX% of the scheduled service. We appreciate your understanding and cooperation."

How do you write a polite cancellation policy?

To write a polite cancellation policy, begin by expressing gratitude for clients' patronage and understanding of unforeseen events. Clearly communicate the required notice period and associated fees using polite and respectful language. Consider including provisions for emergencies or exceptional situations to maintain a positive relationship with clients.
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