Protect Your Time.
Protect Your Income.
A practical guide to deposits, cancellations, no-shows and creating boundaries that keep your lash business running smoothly.
An Empty Appointment
Still Costs Your Business.
A no-show is not simply an empty hour in your calendar. For a lash artist, it can mean losing two or three hours of service revenue that is difficult to replace at the last minute.
You may also have turned away another client, prepared your room, organised childcare, travelled to the salon or held stock and time specifically for that booking.
Clear booking policies are not about punishing clients. They are about making the value of your appointment time clear before a booking is confirmed.
One No-Show Can
Wipe Out Hours Of Income.
Example only. Actual loss will vary depending on your prices, whether the appointment can be rebooked and costs associated with the booking.
Make Your Booking System
Do Some Of The Work.
The best cancellation policy is one you rarely need to use. Build systems that reduce forgotten appointments before they happen.
Take A Booking Payment
Consider a reasonable deposit or booking payment to create commitment to the appointment.
Send Confirmation
Send the appointment date, time, location and cancellation terms immediately after booking.
Use Reminders
Automated SMS or email reminders can reduce genuine forgotten appointments.
Make Rescheduling Easy
Give clients a clear way to contact you before the cancellation window closes.
Keep A Waitlist
A waitlist gives you a better chance of filling late openings.
Apply Policies Consistently
Clients should understand the terms before they confirm their appointment.
Clear Boundaries.
Simple Language.
Use this as a starting point and adjust the timing, deposit amount and cancellation fee to suit your own business.
Booking Payment
A booking payment of $[amount] is required to secure your appointment. This amount is applied towards the cost of your service.
Cancellations & Rescheduling
Please provide at least [24 / 48] hours notice if you need to cancel or reschedule your appointment. This gives us an opportunity to offer your appointment time to another client.
Late Cancellations
Where insufficient notice is provided, a reasonable cancellation fee may apply in accordance with the booking terms accepted when your appointment was made.
No-Shows
If you do not attend your appointment and no notice is provided, a no-show fee may apply and future appointments may require prepayment.
Late Arrivals
If you arrive late, we will do our best to complete your service within the remaining appointment time. Where there is not enough time to safely provide the booked service, the appointment may need to be rescheduled.
Consumer Rights
Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.
Cancellation terms should be disclosed before the client books. Fees should be reasonable in the circumstances and should not operate as an unfair contract term or remove rights that exist under Australian Consumer Law.
You Can Be Firm
Without Being Awkward.
Keep your messages short, calm and consistent.
“Hi [Name], just a reminder that your appointment is booked for [day] at [time]. If you need to make any changes, please let me know before the cancellation window. See you soon xx”
“Hi [Name], thanks for letting me know. As the appointment is now inside the cancellation period, the cancellation terms attached to your booking will apply. I’ll send through your rebooking options shortly.”
“Hi [Name], I missed you at your appointment today. As no notice was provided, the no-show terms attached to your booking apply. Future appointments may require prepayment. Please message me if you would like to rebook.”
“Hi [Name], because there have been several late changes to recent appointments, future bookings will need to be prepaid before I can reserve another appointment time for you. Thanks for understanding.”
A Policy Is A Boundary.
Not A Personality Test.
There will always be situations where you choose to use discretion. Genuine emergencies happen. Long-term clients can make mistakes. Sometimes an appointment fills again five minutes later.
Having a policy does not mean you lose the ability to make a reasonable decision based on the circumstances.
The important part is that your business is not relying on guilt, awkward conversations or hoping clients simply show up.
No-Shows Without
The Confusion.
Can Australian salons take deposits? +
Businesses can set terms for bookings and payments, but the terms need to be disclosed before the customer agrees and must comply with Australian Consumer Law.
Can I automatically keep every deposit? +
Avoid treating every deposit as automatically forfeited regardless of the circumstances. The fairness and reasonableness of cancellation terms can matter, including the loss the business actually suffers.
Can I charge the full appointment price for a no-show? +
A blanket full-service charge can be difficult to justify in every situation. Cancellation or no-show fees should be clearly disclosed and reasonable in light of the circumstances and applicable consumer law.
How much notice should I require? +
Many appointment businesses use 24 or 48 hours, but choose a timeframe that is reasonable for your booking model and gives you a realistic opportunity to refill the appointment.
Should repeat no-shows be allowed to book again? +
You can decide that future bookings require prepayment or another reasonable booking condition, provided your terms are applied lawfully and communicated clearly.