A salon no-show and cancellation policy, with a template
A clear policy, shown before anyone books, protects your time without putting good clients off. Here is what to put in it, when to take a deposit, what UK consumer law expects and a policy you can copy.
What a no-show policy should say.
Short enough to read on a phone, and shown before the client confirms. Six things cover almost every salon.
- How much notice you need to move or cancel, such as 24 or 48 hours
- Which services need a deposit, and how much
- When you keep a deposit, and when you refund it or carry it over
- What happens if a client is running late
- That colour services need a patch test first, and how far ahead
- What you do if you have to cancel
Can hairdressers ask for a deposit?
Yes. A deposit is a common way to protect long or high-value appointments, such as a colour or a full set.
UK consumer law expects terms like these to be fair and clear, and shown before the client books (the Consumer Rights Act 2015). Keep the deposit in proportion to what a late cancellation or no-show really costs you, say exactly when you keep it, and refund it or carry it over when a client gives the notice you ask for.
If a client books online more than 14 days ahead, the Consumer Contracts Regulations usually give them 14 days to cancel for a full refund. Salonly adds that line to the booking page when it applies.
This guide is general information, not legal advice.
A deposit, or a no-show fee?
A deposit is paid when the client books, so it is already with you if they do not turn up. A no-show fee is charged afterwards, which needs a card saved when they booked and a policy they agreed to.
Salonly takes deposits at booking, paid straight to your own Stripe account, and shows the client exactly when it is kept before they pay. It does not charge a card after a missed appointment.
Five ways to cut no-shows.
Remind them the day before
Salonly texts and emails a reminder 24 hours before by default, repeating your notice period, with a link to move or cancel.
Read moreMake moving easy
A link in every confirmation lets a client move or cancel within your notice period, so a client who cannot come tells you in time and the space can go to someone else.
Read moreTake a deposit where it matters
Ask for one on colour and long treatments only: a fixed amount or a share of the price, paid straight to your own Stripe account.
Read moreKeep a waitlist
When a space opens in the next 72 hours, Salonly offers it to your waitlist first, then to clients who are due. On Salon and Pro.
Read moreWatch the numbers
Every client card counts no-shows, and Reports show your no-show rate and what missed appointments cost you.
Read moreA no-show and cancellation policy to copy.
Change the parts in square brackets to suit your salon, and make sure it says what you really do.
In Salonly, paste it into Cancellation policy on your Online booking page. It shows before every booking, beside the deposit terms and your notice period.
Booking and cancellation policy
Deposits. We take a deposit of [£10] to book [colour services and appointments over 90 minutes]. It comes off your bill on the day.
Moving or cancelling. You can move or cancel free of charge up to [24 hours] before your appointment, with the link in your confirmation text or by calling us. Your deposit is refunded or carried over to your new time.
Late cancellations and no-shows. If you cancel with less than [24 hours'] notice, or do not come, we keep your deposit. [Where there was no deposit, we may ask for one next time you book.]
Running late. If you are more than [15 minutes] late, we may need to shorten your service or move it to another time, so please call us.
Patch tests. Colour services need a skin test at least 48 hours before. If you have not had one with us in the last [6 months], we will book one for you first.
If we cancel. If we have to cancel or move your appointment, we will tell you as soon as we can and refund your deposit in full, or move it to a time that suits you.
Booking well ahead. If you book online more than 14 days ahead, you can also cancel within 14 days of booking for a full refund.
Where to show your policy.
- On your booking page, before the client confirms
- In the confirmation and the reminder, with a link to move or cancel
- On your website, beside your prices
- At the desk, for clients who book in person
Salonly shows your policy and deposit terms before every online booking, and the reminder repeats your notice period, so every client knows the terms before the day.
No-show questions
Can hairdressers ask for a deposit?
Yes. Show the amount and when you keep it before the client books, keep it in proportion to what a missed appointment really costs you, and refund it or carry it over when a client gives the notice you ask for.
Can a salon charge a no-show fee?
It can, if the client agreed to it before booking and the fee is fair. Charging after the event needs a card saved when they booked. Salonly takes a deposit at booking instead, so there is nothing to charge afterwards.
How much should a salon deposit be?
Enough to cover what a no-show costs you, and no more. Some salons take a fixed amount, such as £10 or £20, others a share of the price. Salonly lets you set no deposit, a fixed amount or a percentage for each service.
How much notice should clients give?
Enough for you to fill the space. 24 hours is the default in Salonly, and you can ask for more. Whatever you choose, say it before the client books and in your reminders.
Do I have to refund a deposit if I cancel?
Yes. If you cancel or cannot do the appointment, refund the deposit in full, or move it to a new time the client agrees to.
Is this template legal advice?
No. It is a starting point, written to be fair and clear. Check it fits how your salon works, and take advice if you are unsure.
Fewer no-shows, no commission.
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