This article is general information, not legal advice. If you are unsure about your terms, speak to a solicitor or your trade association.
A good deposit and cancellation policy protects your time without putting clients off. The best ones are short, clear and fair, and clients see them before they pay.
What to include
- Which services need a deposit, and how much
- How much notice you need to cancel or move an appointment without losing the deposit
- What happens to the deposit if the client cancels in time, cancels late or does not arrive
- What happens if the client is late, and how late is too late to carry out the treatment
- How to cancel or rearrange, for example from the link in the confirmation or by phone
- What happens if you need to cancel, for example a full refund
Keep it fair
Clients are more likely to accept a policy that feels reasonable. Many salons keep deposits proportionate to the treatment and give a full refund when the client gives proper notice. Terms that are hidden, one-sided or very harsh are more likely to cause disputes and bad reviews, and may not be enforceable.
The UK’s consumer rules expect terms to be fair and transparent. The Competition and Markets Authority publishes guidance on unfair terms if you want to read more.
Example wording you can adapt
A deposit is required to secure some appointments and will be taken off your bill on the day. If you need to cancel or rearrange, please let us know at least 24 hours before your appointment and your deposit will be refunded. If you cancel with less than 24 hours’ notice or do not attend, your deposit will be kept. If you arrive more than 15 minutes late, we may need to shorten or rearrange your treatment. If we have to cancel, we will refund your deposit in full.
Change the numbers to suit your business, and make sure what you write matches how your booking system actually works.
Show it before clients pay
Your policy should appear before the client confirms their booking, ideally with a tick box to say they have read it, and again in their confirmation email. Put it on your website too, so clients can find it at any time.
How WearBeauty helps
- Add your booking terms in Settings and clients tick to accept them before confirming
- Choose a deposit for each service: a fixed amount, a percentage or the full price
- Set your free cancellation window; deposits are refunded automatically if clients cancel in time and kept if they cancel later
- Deposits are taken off the bill at checkout
More on this: payments and deposits in WearBeauty