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Cancellation Policy Template
Set clear expectations for cancellations, refunds, and rescheduling with this Cancellation Policy Template.
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Cancellation Policy Template
This Cancellation Policy (the “Policy”) is published by [Business Name] and is effective as of [Effective Date].
1. Purpose
1.1 Purpose. This Policy explains how cancellations, rescheduling, refunds, credits, and no-shows are handled for purchases, bookings, appointments, and services provided by [Business Name].
1.2 Scope. This Policy applies to: ☐ Appointments ☐ Events ☐ Bookings ☐ Subscriptions ☐ Digital services ☐ Other: [Describe].
2. Definitions
2.1 Customer. Any person or business that purchases or books services from [Business Name].
2.2 Booking/Appointment. A scheduled service time reserved for the Customer.
2.3 No-Show. Failure to appear or participate at the scheduled time without proper cancellation notice.
2.4 Business Days. Monday through Friday, excluding holidays, in [Location].
3. How to Cancel
3.1 Cancellation Methods. Customers may cancel by:
☐ Online portal at [URL]
☐ Email to [Email Address]
☐ Phone at [Phone Number]
☐ Other: [Method]
3.2 Required Information. Provide: name, booking ID, and scheduled date/time.
3.3 Confirmation. Cancellations are effective only when confirmed by [Business Name] via: ☐ Email ☐ Portal confirmation ☐ Text ☐ Other: [Method].
4. Cancellation Deadlines
4.1 Standard Deadline. Cancel at least [__] hours/days before the scheduled time to avoid a fee (unless stated otherwise).
4.2 Late Cancellation. Cancellations within [__] hours of the scheduled time are considered late.
4.3 Same-Day Cancellation. Same-day cancellation is: ☐ Allowed ☐ Allowed with fee ☐ Not allowed.
5. No-Show Policy
5.1 No-Show Fee. No-shows may be charged:
☐ Flat fee of $[]
☐ []% of the service price
☐ Full service price
☐ Other: [Fee rule]
5.2 Grace Period (Optional). Grace period: [] minutes. After this time, the appointment may be treated as a no-show.
5.3 Repeat No-Shows. After [] no-shows within [__] months, [Business Name] may require prepayment for future bookings.
6. Late Cancellation Fees
6.1 Late Cancellation Fee. Late cancellations may be charged:
☐ Flat fee of $[]
☐ []% of the service price
☐ Deposit forfeiture of $[__]
☐ Other: [Fee rule]
6.2 Non-Refundable Costs (Optional). Late cancellations may forfeit non-refundable costs already incurred, such as: [List].
7. Rescheduling
7.1 Rescheduling Window. Customers may reschedule without fee if requested at least [__] hours/days before the scheduled time.
7.2 Rescheduling Fee (Optional). Rescheduling within [__] hours may incur: ☐ $[] ☐ []% ☐ Other: [Fee rule].
7.3 Availability. Rescheduling is subject to availability.
7.4 Reschedule Limits (Optional). Maximum reschedules per booking: [__].
8. Refunds and Credits
8.1 Refund Eligibility. Refunds are:
☐ Available for cancellations made before the deadline
☐ Available only for certain services: [List]
☐ Not available (except where required by law)
8.2 Credits (Optional). Instead of refunds, [Business Name] may issue: ☐ Store credit ☐ Reschedule credit ☐ Other: [Credit type].
8.3 Non-Refundable Fees. Non-refundable fees include: ☐ Booking fee ☐ Processing fee ☐ Deposit ☐ Other: [List].
8.4 Refund Method. Refunds are issued to the original payment method unless otherwise required.
8.5 Refund Timeline. Approved refunds are processed within [__] business days.
9. Business Cancellations
9.1 If We Cancel. If [Business Name] cancels, the Customer may choose:
☐ Full refund
☐ Reschedule at no cost
☐ Credit for future service
9.2 Notice Method. Notice will be provided by: ☐ Email ☐ Phone ☐ Text ☐ Other: [Method].
9.3 Limitations. To the extent permitted by law, [Business Name] is not responsible for travel or third-party costs unless required by law or agreed in writing.
10. Emergencies and Special Circumstances
10.1 Emergencies. Fees may be waived at [Business Name]’s discretion for documented emergencies.
10.2 Weather/Force Majeure. Events outside reasonable control may result in rescheduling without fee.
10.3 Case-by-Case Exceptions. Exceptions must be approved by: [Role/Team].
11. Changes to This Policy
11.1 Updates. We may update this Policy from time to time. The latest version will be posted at: [URL].
11.2 Effective Date. Updates take effect on the posted effective date unless stated otherwise.
11.3 Existing Bookings. Changes apply to existing bookings only if permitted by law and communicated to customers.
12. Contact
12.1 Questions. Contact [Business Name] at:
Email: [Email]
Phone: [Phone]
Address: [Address]
Signatures
By signing below, the undersigned acknowledge and agree to this Cancellation Policy.
Business Representative: [Name]
Title/Role: [Title]
Date: [Date]
Signature: ___________________________
Customer (Optional): [Name]
Date: [Date]
Signature: ___________________________
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Cancellation Policy Template
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For quick answers, scroll below to see the FAQ.
Click below for detailed info on the template.
For quick answers, scroll below to see the FAQ.
CANCELLATION POLICY TEMPLATE FAQ
What is a cancellation policy?
A cancellation policy explains the rules customers must follow to cancel an appointment, booking, service, subscription, or event. It tells customers how to cancel, how much notice is required, whether they can reschedule, what fees may apply, and when refunds or credits are available.
When should you publish a cancellation policy?
You should publish it before customers book or pay — such as at checkout, on booking pages, and in confirmation emails. Clear notice helps reduce disputes and makes the policy easier to enforce.
Can you charge a cancellation or no-show fee?
Often yes, if the fee is disclosed clearly in advance and applied consistently. Fees are commonly used to cover reserved time, staffing costs, or non-refundable vendor costs. Some locations may have restrictions, so businesses should align their policy with local laws.
What should be included in a cancellation policy?
Most policies include cancellation deadlines, rescheduling rules, refund or credit rules, no-show rules, how customers can cancel, how refunds are issued, and special circumstances (like weather or emergencies). This template includes optional clauses you can customize.
How do you make a cancellation policy enforceable?
Make it easy to find, use plain language, disclose it before payment, and keep proof that customers agreed to it (checkbox at checkout, booking confirmation, signed service agreement). Keep records of cancellations and any refunds/fees charged.
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