Skip to content

SAME-DAY DISPATCH BEFORE 3PM! Shop Now and Pay in 4!

Close

How to write a compelling cancellation policy?

22 Mar 2023 0 Comments

Is your salon struggling with last minute cancellations or no show-ups? 

We know life happens and not everything goes according to plan, however as a salon owner, you need to be able to cover any financial losses to keep your business running.

Below I will explain the most common type of cancellation policies for you to consider.  

The Universal 24-Hour Rule

The most universal salon policy is the 24-hour policy. As its name implies, this policy asks for 24 hours notice when canceling or rescheduling an appointment to avoid being charged a cancellation fee.

To make this policy work, you would need to obtain your client's card at the time of making the appointment. 

This policy is effective in the majority of cases and simple to implement. Also, it is a policy that every client would expect (or assume) to be in place.

The Tiered Policy

I don't recommend having different notices for the different services your salon offers as it can be confusing for you, your staff members and most importantly your customers. 

Instead, if part of your services is to take on group bookings such as bridal showers and parties (let's say 4 people however this may be different for each salon), then your required notice could be 72 hours instead of 24 hours. Furthermore, for each guest that doesn't show up without notice, a charge of 50% could be incurred on the card used to make the booking. 

Make sure this policy is spelled out clearly and consistently.

The "I'm so sorry, I'm stuck in traffic" Policy (aka The Late Show up Policy)

It is also important to have some wording around lateness. Whatever wording you choose, please make it consistent throughout the year including those peak times to avoid any confusion. 

The allowance time for your clients to be late will depend on the size of your salon and the number of staff but a good general rule could be up to 15 minutes. It is important for the wording to show some flexibility to your clients without being a burden on your salon during peak times. 

What if a client can't attend due to an emergency?

As I mentioned before, it is important to show flexibility and that you care about your clients holistically. Everyone can have an emergency or become ill suddenly. 

To show that you really care about them, you could have a "Salon Policy Exemption" which would allow your clients to be "penalised free" for one no-show a year for example due to sudden illness or an emergency. 

Put yourself in your customer's shoes (or even think about when it may have happened to you), you become ill or sprained an ankle, you are in pain, frustrated, anxious and on top of that, your beauty therapist charges you 50% of the service fee! You wouldn't be happy, right? What would you tell your friends about "that" salon? Remember word-of-mouth goes a long way.  

Appointment Confirmation

Remember the importance of sending a SMS to your client 48hs prior to the appointment! I am sure you are already doing this but if you are not, I think it would be prudent to start thinking about it. 

I wrote another blog about "How to avoid 2/3  of your clients from missing their appointments" which completes this blog article. You can find it here

In your appointment confirmation message, add a link to your salon cancellation policy and offer contact information if clients want to rebook.

Displaying your Cancellation Policy

The Cancellation Policy should be visible and accessible to the client but without being too aggressive. At a minimum, I suggest having this policy included on your website. Since this policy should be simple and concise, maybe you could have it framed and presented nicely and displayed somewhere visible in your salon. 

Other ways of communicating the cancellation policy include:

  • Attaching the policy to your booking system
  • Attaching the policy to the Contact Details Form.
  • Mentioning the policy when a client books an appointment. 
  • Including a link to the policy in your appointment confirmation message
  • Having it displayed on your social media account

Main Take-aways:

  • Being understanding in your wording goes a long way so as not to come across as inflexible or harsh. 
  • Goodwill, doing all that you can to maintain positive relationships with your clients even during inopportune scenarios will encourage that positive word-of-mouth.
  • Select the wording carefully. Make it clear, concise, and firm.
  • Make sure your clients know exactly where to find you if they want to cancel in advance so that they can avoid the extra charges. You can give them alternatives such as text message, email, phone call, or social media DM. 

If you like this blog article, leave us a comment below and share it with your colleagues!

With Love, Ari xx

 

Source: https://thesalonbusiness.com/salon-cancellation-policy/
Prev Post
Next Post

Leave a comment

Please note, comments need to be approved before they are published.

Someone recently bought a
[time] minutes ago, from [location]

Thanks for subscribing!

This email has been registered!

Shop the look

Choose Options

Close
Edit Option
Close
Have Questions?
Close
Back In Stock Notification
Compare ()
Close
Compare
Product SKU Description Collection Availability Product Type Other Details
Close
Terms & Conditions
RETURNS AND REFUNDS Any item can be returned and refunded if it is returned within 14 days from the date you receive your parcel. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return/refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To be able to return your product, you must provide proof of purchase, such as confirmation email, order number, and a picture of the delivered product. Unfortunately, we do not offer a refund on opened or used products unless faulty or damaged in transit. Shipping costs are the responsibility of the customer and are non-refundable. REPLACEMENT PROCESS If your products are faulty, broken or damaged in transit please email us at hello@lunabeautysupplies.com.au within 2 weeks of receiving your order with your order number and image/video of the products you received as well as the packaging it arrived in. RETURN PROCESS Please send your order back to: LUNA Beauty Supplies 112 South Terrace, 401, Adelaide South Australia 5000, Australia We will notify you once your return has been received and approved. The refund will be processed to the original method of payment. We recommend using a tracked service to return the goods as all transport risk is borne by the sender. If you have an issue with your product or delivery, please contact us to discuss your options at hello@lunabeautysupplies.com.au SHIPPING Same Day Dispatch for both Domestic and International orders. All orders placed before 12pm AEST will be shipped on the same day unless stated otherwise (excludes public holidays and weekends). Due to COVID-19 we might experience processing or delivery delays. We will do our best to keep you in the loop and to ensure your order gets to you as quickly and safely as possible! Please note that there may be duties and taxes levied on your shipment in your destination country. The receiver is solely responsible for paying any customs charges. What happens if you have entered the wrong address? Please email us ASAP at hello@lunabeautysupplies.com.auand make sure you enter ‘Urgent: Change wrong address’ in the subject line. If you email us with a change of shipping address please keep in mind that your order may already have been dispatched, so be as careful as possible to provide the correct information when placing your order. I would like to update my order, how do I do this? It is possible for us to manually update shipping or products on an order however please be aware that in some instances there will be a time difference so your quick and clear response will be greatly appreciated. Please email us ASAP at hello@lunabeautysupplies.com.auand make sure you enter your order number in the subject line and any changes you'd like to make.
this is just a warning
Login Close
Close
SAME-DAY DISPATCH BEFORE 3PM
0 items
Luna Beauty Supplies

Did anything catch your eye?

Get it now and take $5 off your first order! Just enter code "LUNA5OFF" at checkout! 😍 (Min. spend $50)

Continue Shopping