Guides · Agreements and policies
What do you owe a client who cancels inside the window?
Nothing, by the agreement: inside the window the session is charged, and that’s what they accepted. You can still refund, and sometimes you should, such as for illness or an emergency. What matters is deciding the same way for the same reasons, so the policy means something.
Three choices
- 1
Keep the fee
What the agreement says. Tell them plainly, and offer the next time.
- 2
Move the session once
A middle way that keeps the hour paid and the client happy, if you can fill the gap.
- 3
Refund it
For illness, a death in the family or a real emergency. Say that it’s an exception so it doesn’t become the rule.
Write your own rule for exceptions
Decide once, in private, what you refund for. Illness yes, a work meeting no, for example. Then you aren’t deciding each time from how much you like the client.
On WorkWith, a cancellation inside your window comes to Today, and you choose there whether to refund or keep the fee.
Checked 2026-10-11.