Policy template

A med spa cancellation policy you can copy.

Keep it to four lines: how much notice you need, what happens inside that window, what a no-show costs and how to change a booking. Then show it at booking and say it the same way every time.

Copy the wording All of the library

9:47 PM

Glow Aesthetics

Text message

what's your cancellation policy?

We ask for 24 hours of notice to cancel or move an appointment. Inside 24 hours, or if an appointment is missed, the booking deposit isn't refunded. You can change a booking any time by replying here.

ok great, can I book a consult for Saturday?

Example thread. Names are made up.

Copy and adapt

Wording you can use today.

Replace the parts in [brackets] with your own details.

Full policy

Cancellations and changes We hold your appointment time just for you. If you need to cancel or move it, please give us at least [24] hours of notice. Inside [24] hours, a late cancellation fee of [amount or % of the service] applies. If an appointment is missed without notice, the fee is [amount or the booking deposit]. Running late? Call or text us. If you arrive more than [15] minutes late we may need to shorten or move your treatment. To change a booking, call or text [number] at any hour.

Short version for texts and booking pages

We ask for [24] hours of notice to cancel or move an appointment. Inside [24] hours, or for a missed appointment, a fee of [amount] applies. Reply here any time to change your booking.

Deposit line

A deposit of [amount] holds your appointment and goes toward your treatment. It is refundable with at least [24] hours of notice.

Do

Show it where clients book and repeat it in the confirmation.
Use the same window for everyone, and write down any exception.
Have it checked against the rules where you practice.

Don't

Don't bury it in a long terms page.
Don't let each team member explain it differently.
Don't take card details over the phone to enforce it.

Or let Bella do it

How Bella handles this for you.

Bella learns your cancellation, deposit and late policies before she takes a single call, and explains them the same way every time. She never takes card details or deposits over the phone: your usual process handles payment.

What Bella learns from your clinic

Questions owners ask

Is 24 hours the right window?

It is the most common for single treatments. Longer appointments, and bookings that tie up a room and two providers, often use 48 hours.

Is this legal advice?

No. It is a plain-language starting point. Fees, deposits and refunds are regulated differently by state and province, so have yours checked.

Other moments at the front desk.

What to say What to say when a client misses an appointment. Hi [Name], we missed you at [time] today and wanted to make sure you're okay. Would you like me to find you a new time t… Open What to say What to say when a client cancels last minute. Thanks for letting us know, [Name]. Because this is inside our [24] hour window, the cancellation fee of [amount] applie… Open What to say What to say when a client says you are too expensive. Thanks for asking! [Treatment] with us is [how it's priced], and every visit includes [what's included, who does it]. Th… Open

Don't take our word for it. Interview Bella for the job.

Call and interview her the way you'd interview a front desk hire. Ask how she handles an after-hours caller, a price question or a reschedule. Then she'll book you a time with our team.

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Interview Bella

Call 1-844-792-3552, any time.