Scheduling & Policy
Med Spa No-Show & Cancellation Policy Template
A clear no-show and cancellation policy is one of the highest-leverage documents a med spa owner can put in place. Empty chairs from late cancellations and missed appointments drain revenue directly: provider time is booked, rooms are prepped, and product is pulled for a guest who never arrives. This template puts the full policy language on the page: deposits, card-on-file authorization, cancellation windows, late-arrival handling, no-show fees, and how missed appointments affect members and package holders. It is written for owner-operators and front-desk managers who need something they can adapt in an afternoon, not a vague outline hidden behind an email gate. Fill in your spa name, your notice window, and your fee amounts, have counsel review it, and put it in front of guests at booking. Applied consistently, it turns "sorry, something came up" into a policy your team can enforce without an argument.
1. Purpose & Scope
At [MED SPA NAME] ("we," "us," or "the Spa"), every appointment reserves dedicated provider time, treatment-room space, and prepared product. This policy explains what happens when an appointment is cancelled late, rescheduled late, missed, or arrived at late. It applies to all services, consultations, memberships, and prepaid packages booked with us.
By booking an appointment online, by phone, or in person, you acknowledge that you have read and agree to the terms below. This policy is provided at the time of booking and is posted at the front desk and on our website at [WEBSITE].
2. Deposits & Card on File
To hold any appointment, we require a valid credit or debit card on file. Your card is stored securely and is not charged at booking except as described in this policy.
New-patient consultations and appointments longer than [60] minutes require a non-refundable deposit of $[XX], which is applied to the cost of your service on the day of your visit.
Deposits are forfeited only when an appointment is missed or cancelled outside the notice window described in Section 3.
3. Cancellation & Rescheduling Window
We require at least [24-48] hours' notice to cancel or reschedule any appointment. This gives us time to offer the slot to another guest on our waitlist.
Cancellations or reschedules made with proper notice: no charge, and any deposit transfers to your new appointment.
Cancellations or reschedules made with less than [24-48] hours' notice: a late-cancellation fee of $[XX], or [XX]% of the reserved service price, is charged to the card on file.
To cancel or reschedule, call or text [PHONE], email [EMAIL], or use the link in your confirmation message.
4. Late Arrivals
Please arrive [10-15] minutes early to complete check-in and any updated forms.
If you arrive more than [15] minutes late, we may shorten your service to avoid delaying the guest after you, or reschedule it as a missed appointment at our discretion.
A shortened service is charged at the full reserved price.
5. No-Show Fees & Repeat No-Shows
An appointment is a "no-show" when a guest does not arrive and does not contact us before the reserved start time.
No-shows are charged [XX]% of the reserved service price, or $[XX], to the card on file, and any deposit is forfeited.
After [2] no-shows within [12] months, we may require prepayment in full to book future appointments, or decline further bookings.
6. Memberships & Prepaid Packages
For members and package holders, a late cancellation or no-show deducts one (1) session or treatment credit from your plan in place of a separate cash fee, unless otherwise noted.
Monthly membership dues continue to bill on your regular date regardless of missed appointments; unused monthly benefits [do / do not] roll over, per your membership agreement.
Prepaid package sessions are non-transferable between individuals and expire [XX] months from the date of purchase.
7. How Fees Are Charged & Disputes
Fees described here are charged to the card on file within [XX] business days of the missed or late-cancelled appointment. You will receive an emailed receipt.
We understand emergencies happen. If you believe a fee was applied in error, or you had a genuine emergency, contact [NAME/ROLE] at [EMAIL/PHONE] within [XX] days and we will review your account in good faith.
8. Acknowledgment & Card-on-File Authorization
I have read and understand the [MED SPA NAME] No-Show & Cancellation Policy. I authorize [MED SPA NAME] to keep my card on file and to charge the fees described above when they apply.
Guest name: ____________________ Signature: ____________________ Date: __________
Card on file (last 4): __________ Staff initials: __________
This is a customizable template, not legal advice. Card-on-file charges, non-refundable deposits, and no-show fees are governed differently by state law and by card-network rules, and consumer-protection and healthcare-billing rules may apply. Have qualified legal counsel review and adapt this policy, including your card-authorization language, for your location before putting it into use.
Put it to work.
Replace every [BRACKETED] field — spa name, notice window, deposit and fee amounts, and contact details — with your real numbers, then delete any lines that do not fit your model (for example, the membership block if you do not offer memberships).
Have qualified counsel review the deposit, card-on-file authorization, and fee language for your state before you use it.
Put the finished policy where guests actually see it: the online booking flow, confirmation texts and emails, your website, and a signed copy at the first visit.
Train the front desk to state the window at booking and again at confirmation, so a fee is never a surprise.
Questions, answered.
How long should my cancellation window be?
Most med spas use 24 or 48 hours. Longer windows protect high-demand provider time such as injector and laser slots but frustrate guests. Pick one window and apply it consistently rather than deciding case by case.
Can I really charge a card on file for a no-show?
Only if the guest authorized it in advance and the language is clear, which is why this template pairs a stated fee with a signed card-on-file authorization. Card-network rules and state law govern the details, so have counsel confirm your exact wording.
Should deposits be refundable?
This template treats consultation and long-appointment deposits as non-refundable but applied to the service. That discourages no-shows while still giving value to guests who show up. Adjust to your comfort level and local law.
How do I handle a genuine emergency?
Build in a good-faith review path (included in Section 7) and give the front desk clear authority to waive one fee. A rigid no-exceptions stance usually costs more in lost goodwill than the occasional waived fee.
Do memberships need different rules?
Yes. Deducting a session credit instead of a cash fee is cleaner for members and keeps their card off a separate charge. Section 6 handles this; align it with your membership agreement.
Stop re-typing it every time.
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