Writing a fair no-show and cancellation policy
How to draft and apply a clear no-show policy while considering notice, actual loss, customer context and UK consumer-law guidance.
A no-show policy should protect reserved time without punishing customers. Explain the process before a booking is confirmed and leave room to consider what happened.
This is general guidance, not legal advice. The Competition and Markets Authority's guidance on fair customer contracts says consumer terms and notices must be fair and transparent. Any amount kept or charged after a cancellation should be proportionate to the actual loss, including whether you filled the slot or avoided costs. Get independent advice if you are unsure what applies to your service.
What a fair policy covers
- A clear notice window based on the time your business reasonably needs to offer the slot again, with a specific route for cancelling or rescheduling.
- Transparent payment terms that explain what happens to a deposit or advance payment in each situation, without imposing a disproportionate charge.
- A way to consider context, including emergencies, whether the slot was filled and any costs the business no longer had to incur.
Say it once, clearly, up front
Show the relevant terms before the customer confirms and pays, not for the first time after an appointment is missed. Put them on the booking page in plain language, link to the same version in the confirmation and keep a record of the terms that applied.
Apply it consistently
Use the same decision process while considering each customer's circumstances. Record when notice arrived, what loss the cancellation caused, whether the slot was filled and why any exception was made.
Let the system do the work
With QZee you can take deposits at booking and send automatic reminders. Show your terms on the booking page, keep reminders focused on the appointment details and give customers a clear change route. These steps can support attendance, but they do not guarantee it or replace fair handling of a cancellation.
Use the appointment cancellation policy templateas a drafting aid, then make sure the final wording matches your booking and refund process.