A clear late cancellation and no-show policy helps you protect your schedule and recoup lost income when last-minute gaps arise. You have full control over:

• The fees you charge for late cancellations and no-shows.
• Fee enforcement for each client.
• The ability to waive fees after a session on a case-by-case basis.

Set up your policy

Go to Preferences under your profile picture and select Policy and Fees to customize fee amounts and set your effective date.

Choose different fee amounts for late cancellations and no-shows (ranging from $0 to $150).

Making Changes to Your Policy

• You can edit your policy until the effective date.
• After the effective date, you can update it, but clients with fee enforcement enabled will need to accept the new policy before scheduling.
• Impacted clients will receive an email notification when there is a new policy to review.
• Avoid frequent changes to maintain client trust.

Client Acknowledgment & Payment Setup

All clients with fee enforcement enabled are notified about cancelation and no-show policies as part of the scheduling process. Before a client can schedule or join a session, they are required to review and sign your most-recent policy, if they have not yet done so. This signed acknowledgment serves as confirmation that clients understand and agree to the terms of these policies.

• Starting on the effective date, clients must accept your policy and add a credit card before scheduling.
• If you schedule on the client's behalf, they will be prompted to agree to your policy before joining the session. They can also accept your policy under Billing Info in their profile.
• Clients with fee enforcement disabled are not prompted to accept your policies, and can continue to schedule with you as normal.

You can track acceptance under "Policy Status" in their client's coverage panel.

Looking to waive a client's fee? Check out this article!