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Every therapist has had a client simply not turn up. It costs you the booking and, if you rent a room, the room fee too.
What works for you?
- deposits or card details at booking
- a 24- or 48-hour cancellation policy, and do you actually enforce it?
- reminder texts or emails
- letting the first one go, then charging
How do you raise it with a regular client without losing them?
Posted : 01/11/2026 2:53 pm
I think it's one of those things where you have to be a bit firm, even if it feels awkward at first. I prefer a 24-hour cancellation policy. Things happen, people get ill, trains are delayed, and I wouldn't want to charge someone who's genuinely had an emergency. But when somebody just doesn't turn up or cancels half an hour before, that's a different story.
With regular clients, I'd usually give them the benefit of the doubt the first time. If it happens again, I'd explain that I've kept that appointment aside for them and can't always fill it at short notice. I also think a reminder the day before helps. People are busy and sometimes genuinely forget.
The bit I still find uncomfortable is asking for a deposit. I know it makes business sense, but I don't want every booking to feel like a transaction before the client has even walked through the door.
Posted : 03/11/2026 5:11 pm