Creating a clear and professional booking policy is essential for any therapy practice. A well-written policy helps set expectations, reduces cancellations and no-shows, and ensures a smooth experience for both therapists and clients.
In this guide, we’ll cover best practices for writing a booking policy and provide two customizable templates (short and long versions) that you can use for your practice.
Why Every Therapist Needs a Booking Policy
A booking policy isn’t just a set of rules – it’s a way to:
- Minimize last-minute cancellations and no-shows
- Ensure clients understand your payment and rescheduling terms
- Reduce administrative work and misunderstandings
- Create a professional and seamless booking experience
Before a client books a session, they should review and agree to your booking policy so there are no surprises
Key Elements of a Therapist’s Booking Policy
To be effective, your booking policy should include these essential sections:
1. Booking & Payment Terms
- Will clients need to prepay to confirm their booking?
- What happens if they don’t complete the payment within a certain timeframe?
Example: “Full payment is required at the time of booking. If payment is not received within 24 hours, the appointment will be automatically canceled.”
2. Cancellation & Rescheduling Policy
- How much notice must clients give to cancel or reschedule?
- Will late cancellations result in a full charge?
- Can they use the canceled session fee as credit for future bookings?
Example: “Appointments canceled within 48 hours of the session time will be charged in full. Sessions can be rescheduled up to 48 hours before the appointment.”
3. No-Show & Late Arrival Policy
- How long will you wait for a late client before marking them as a no-show?
- Will late arrivals result in a shorter session?
Example: “If you arrive more than 20 minutes late without notice, the session will be forfeited and charged in full.”
4. Refund Policy
- Will clients receive a refund for canceled sessions, or will the amount be kept as credit?
Example: “All session purchases are final. Canceled sessions with more than 48 hours’ notice will be held as credit but are non-refundable.”
5. Contact Information for Policy Inquiries
- How can clients reach you if they have questions about the booking policy?
Example: “For any questions, please contact us at [your contact email/phone number].”
Therapy Booking Policy Templates (Copy & Use!)
1. Short Format
Booking & Payment:
- Full payment is required to confirm your appointment. Unpaid bookings will be automatically canceled within 24 hours.
Cancellation & Rescheduling:
- Appointments canceled within 48 hours of the session time will be charged in full.
Sessions can be rescheduled up to 48 hours before the appointment.
Late Arrivals & No-Shows:
- Arriving more than 20 minutes late without notice will result in a forfeited session.
Late arrivals (with notice) may result in a shorter session at the therapist’s discretion.
By booking a session, you agree to these terms.
2. Long Format
Booking & Payment Policy
- Full payment is required at the time of booking to secure your appointment.
If payment is not received within 24 hours, the appointment will be automatically canceled.
Cancellation & Rescheduling Policy
- Sessions can be rescheduled up to 48 hours before the appointment time.
- Cancellations made within 48 hours of the session time will be charged in full.
- If you cancel with more than 48 hours' notice, the session fee will remain as credit for future bookings.
Late Arrivals & No-Shows
- If you are running late, please notify us as soon as possible.
- If you arrive more than 20 minutes late without notice, the session will be considered a no-show and charged in full.
- If you notify us in advance but arrive 15 minutes late or more, the therapist may decide whether to continue or reschedule.
Refund Policy
- All session purchases are final.
- Canceled sessions (with more than 48 hours’ notice) will be held as credit but are not refundable.
Questions?
- If you have any questions about this policy, please contact us at [Insert Contact Info].Best Practices for Implementing Your Booking Policy
- Make It Visible – Display the policy before clients book a session (on your website, scheduling page, or confirmation email).
- Keep It Clear & Professional – Avoid complicated legal jargon. Use simple, straightforward language.
- Send Automatic Reminders – A booking confirmation email that restates your policy can help avoid misunderstandings.
- Stick to Your Policy – Consistency is key. Enforce the policy fairly for all clients.
- Allow Some Flexibility – Life happens! Consider offering a one-time exception for first-time cancellations.
A clear and well-structured booking policy protects both you and your clients. It sets expectations, reduces last-minute cancellations, and ensures that your practice runs smoothly.
Feel free to copy, edit, and use the templates provided to create a policy that works best for your therapy practice!
