Words to send · Agreements and policies
What to say when a client cancels at the last minute
Say what the agreement says, what you’ve decided, and the next step. “Inside 24 hours the session is charged, so I’m keeping the fee, and here’s the link for another time.” Or, for illness: “I won’t charge for this one.” Decide by your own rule, not by how much you like them.
When to send it: Within a few hours of their message.
Keeping the fee
Subject: Re: tomorrow
Hi Sam, Thanks for letting me know. As our agreement says, sessions canceled inside 24 hours are charged, so I’ll keep tomorrow’s fee. Here’s the link to book your next session. Maya
Waiving it
Hi Sam, I hope you feel better soon. I won’t charge for tomorrow, so book again whenever you’re ready. Maya
Why it works
- Both versions are short and final. There’s nothing to negotiate.
- The rule is quoted, so the decision is the agreement’s, not yours.
What not to say
- “Normally I’d charge, but…” It sounds like a favor that might be taken back.
- A long explanation of why the window exists.