A Cancellation Policy Template for Grooming Salons

A clear cancellation policy protects your income and makes awkward conversations much easier. Without one, every late cancellation turns into a judgement call. With one, the rules are written down, clients know them in advance, and you can apply them fairly to everyone. Here's a simple template you can adapt for your salon or mobile business.

Why you need a written policy

Grooming is booked by time. When a client cancels at the last minute, that time is usually lost: you can't sell it again. A policy helps clients understand that, encourages them to give notice, and gives you a fair, consistent way to respond when they don't.

The template

Copy this and change the details to suit your business:

Cancellations and changes. We understand plans change. Please give us at least 48 hours notice if you need to cancel or move your appointment, so we can offer the time to another pet.

Short notice. Cancellations with less than 48 hours notice may forfeit their deposit or incur a fee of [amount or percentage].

Late arrivals. If you arrive more than 15 minutes late, we may need to shorten the service or rebook you, so the next client isn't kept waiting.

No-shows. If you miss your appointment without letting us know, your deposit will be kept and a deposit will be required for future bookings.

Emergencies. We know emergencies happen. Please call us as soon as you can, and we'll do our best to help.

Choosing your notice period

24 hours is common and easy for clients to accept. 48 hours gives you more time to fill the gap, which suits busy salons and mobile groomers whose routes are planned in advance. Choose what you can realistically use: if you can fill a slot with a day's notice, 24 hours may be enough.

Fees or deposits?

Charging a fee after the fact can be hard to collect. Taking a small deposit when booking, and keeping it for short-notice cancellations, is much simpler. Many salons ask new clients for a deposit and waive it for reliable regulars. Our guide to taking deposits covers how to set it up.

Share it everywhere

A policy only works if clients see it before they book. Put it on your booking page, include a short version in confirmation messages and reminders, and have it at the front desk. In PetConnect, you can add your policy to booking messages, and clients can sign agreements in the app, so there's a clear record that they've seen it.

Apply it consistently

The hardest part is enforcing it. If you waive the policy for some clients and not others, it stops working and can feel unfair. Decide in advance where you'll be flexible, such as genuine emergencies or a first late cancellation from a long-standing client, and stick to it.

Be kind in how you say it

A policy can be firm and still friendly. Explain why it exists: "When appointments are missed, our groomers lose that time and other pets miss out on a spot." Most clients understand and respect a business that values its time.

Handling the conversation

When you need to apply the policy, keep it calm and short: "I'm sorry you couldn't make it today. As per our cancellation policy, the deposit covers the time we'd set aside for Bella. We'd love to see her soon. Shall we book her in?" Ending with an offer to rebook keeps the relationship positive.

Review it every year

Look at how often cancellations happen and how the policy is working. If short-notice cancellations are still common, consider a longer notice period or deposits for more bookings. If clients are complaining, check the wording and how it's explained.

Check your obligations

Australian Consumer Law applies to services, so make sure your policy is fair and clearly explained before booking. If you're unsure, a quick check with a business adviser or your industry association is worthwhile.

Policies for mobile groomers

Mobile groomers face extra situations worth covering: no access to power or water at the address, the dog not being home, or unsafe parking. Add a line about each, such as "If we can't access your property at the booked time, the cancellation policy applies." Clear rules protect your time on the road just as they do in a salon.

Keep a record

Note every late cancellation and no-show on the client's record. It helps you apply the policy consistently and spot clients who might need a deposit next time.

Put it in your booking flow

Ask new clients to tick a box confirming they've read the policy when they book online. It takes a second, and it means nobody can say they didn't know.

Policies work best alongside reminders. Read our guide on reducing no-shows, or see how the PetConnect calendar handles reminders.