Cancellation policy templates

A short, fair policy for late cancellations and no-shows, the line to put on your estimate, and what to text when someone cancels.

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Policy

Cancellation and rescheduling We hold your appointment time for you and plan our day around it. If you need to cancel or reschedule, please let us know at least [Notice period] before your appointment by replying to your confirmation or calling [Your phone]. Cancellations with less than [Notice period] notice, or appointments where we cannot get access, may be charged a [Fee description] of [Fee amount]. If you paid a deposit, it [Deposit terms, for example: moves to your new date when you reschedule with notice]. We will always waive the fee for emergencies and bad weather. [Your business]

Line for your estimate

Text

Cancellations with less than [Notice period] notice may be charged [Fee amount]. See our full policy at [Policy link].

When a customer cancels

Text

Thanks for letting us know, [Customer name]. Your [Day] visit is cancelled. Would you like to pick a new time? We have [Open days].

After a no-show

Text

Hi [Customer name], [Tech name] from [Your business] came by at [Time] for the [Job] but could not get in. We hope everything is all right. Reply here and we will find a new time.

When to send a cancellation policy

This is not legal adviceCancellation fees, deposits and late charges are governed by your written agreement with the customer and by state and local law, and some states limit them on home improvement work. Have an attorney in your state review your policy before you use it.

Put the policy where the customer sees it before they book: on your website, your estimate and your booking confirmation. A policy the customer first hears about after they cancel feels like a penalty; one they agreed to up front feels fair.

How to make it yours

Keep it short. Notice period, the fee, what happens to a deposit, and the exceptions.
Waive it for real emergencies. Customers remember who was decent about it.
Charge it consistently or not at all. A fee charged to some and not others causes arguments.
Hold slots with a deposit. For long or in-demand jobs, a deposit is easier to enforce than a fee.

Send it automatically: Deposits

Signature and deposit sit on the same page in Koira, so a long or in-demand slot is held by a paid deposit, not a promise. The day before, Koira asks the customer to confirm or move the visit, so a cancellation comes early enough to fill the slot.

Koira's free Office plan includes estimates, invoices and card payments. See pricing for what each plan sends for you.

Last checked October 9, 2026. This page is general information, not legal or tax advice. Rules change and differ by state and city, so confirm with the agency named before you act.

FAQ

What should a cancellation policy include?

How much notice you need, how to cancel, the fee for late cancellations or no access, what happens to any deposit, and the exceptions you will always make.

Can I charge a cancellation fee?

It depends on your agreement with the customer and your state's rules. Put it in writing before the booking, and have an attorney review it.

Is a deposit better than a cancellation fee?

For long or in-demand jobs, a deposit holds the slot and is easier to apply than a fee charged after the fact.

Where should I show my cancellation policy?

On your website, estimate and booking confirmation, before the customer books.

More templates

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Cancellation policy templates

Policy

Line for your estimate

When a customer cancels

After a no-show

When to send a cancellation policy

How to make it yours

Send it automatically: Deposits

FAQ

More templates

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