Cancellation & deposit policy

How it works

1. 1 Start from your trade, then make it yours: how much notice is free, what a late cancel and a no-show cost, how long you wait for someone running late, and a deposit if you want one.
2. 2 Slide the “What if” timeline to any moment, from days ahead to not coming at all. It shows what your policy does in dollars, what happens to the deposit, and the text you'd send.
3. 3 Print the counter sign, copy the wording for your website, booking page and texts, and print a form for new clients and a guide for the front desk. Change anything and every piece follows, in English, French or both.

Free, with no account. Everything happens on this page: nothing you pick or type is sent anywhere, and the policy is kept on this device only if you tick Remember.

Good to know

Can I charge a no-show fee?

Generally, yes, when the client knew about it and agreed before booking. That's why the same policy goes on your booking page, the booking checkbox and the confirmation text: a fee people saw and accepted is much easier to collect, and to stand behind, than one they first hear about afterwards. Keep it in proportion to what an empty spot really costs you.

Deposit or fee: which works better?

A deposit is paid up front, so there's nothing to chase. A fee is asked for afterwards, and some people won't pay it without a card on file. Deposits add a step for new clients, which is why many businesses ask only first visits or bigger bookings. Try both in “What if” and watch what changes.

Is a card on file safe?

Only inside your booking or payment system, which keeps the card with the payment processor. Never write card numbers on paper or in a spreadsheet: the client form here deliberately has no space for one. The booking checkbox says what the card can be charged for, so clients agree to it before they book.

I'm a massage therapist or physiotherapist. Is anything different?

Regulated health professions often have their own college rules on charging for missed appointments, usually that clients are told the policy in advance (verify with your college). Insurance plans generally won't pay for a missed visit, so say clearly that the fee is the client's. Tick “Regulated health care” and the checks will remind you.

What about Quebec?

Quebec has its own consumer protection rules, and documents offered to consumers are expected in French (verify). Choose Quebec and Both, and French comes first on everything. If a fee matters a lot to your business, have the wording checked.

Do I charge HST on a cancellation fee?

Often, yes. A kept deposit or a cancellation fee for a taxable service is generally treated as including HST, so part of it is tax to remit if you're registered (verify with your accountant). In Ontario, “What if” shows that part next to the fee.

Is the French right?

It's written for each choice in the policy, not translated word by word, with the spacing French uses before colons. Texts avoid the accents that make a text cost double. Still, ask a French-speaking client or staff member to read it before it goes up.

Is anything sent or stored?

No. The policy and every piece of wording stay in this tab, and printing goes straight from your browser to your printer. Remember keeps your choices only in this browser, and you can untick it to forget them.

Is this legal advice?

No. It's plain wording for common policies, with checks for common gaps. Rules differ by province and profession, so if a fee is large or you're not sure, ask a lawyer, your professional college or your accountant.