A Practical Guide on How to Write a Salon Booking Policy

When you own a salon, you must know that every appointment is on a two-way street. Your client promises that it will make it in time to their appointment, while your salon staff promises to be ready to work as soon as the customer walks in.

To keep things running smoothly and ensure everyone plays by the same rules, you’ve got to create a salon booking policy. A salon policy is a set of guidelines that clients and the salon must respect when scheduling, rescheduling, or canceling appointments.

But is it really necessary to have it? And what does it consist of?

Why do you need a salon policy?

This depends on the needs of your salon. One of the most important reasons why a salon needs a policy is to protect the revenue.

Late cancellations and no-shows can impact a salon’s income, but having a cancellation policy discourages this behavior. It also helps to improve customer communication. It strongly communicates your expectations from your customers and shows professionalism and respect for them and your salon.

Not to mention that some specific treatments may require product preparation in advance, and if your clients don’t show up for their appointments, your products will be wasted. However, having a policy will minimize your losses and encourage your clients to be more responsible with their appointments.

So, what are the essential components of a salon booking policy?

1. Booking procedure

Here you will specify how your clients can book appointments, whether it’s on the phone, on an online booking system, or in-person.

📝 Example: Appointments can be booked online through our booking system, by phone at [phone number], or in person at our salon. We recommend booking at least two weeks in advance to secure your preferred time slot. A deposit of $[amount] may be required for certain services.

2. Cancellation and rescheduling policy

It’s important to mention the cancellation and rescheduling rules so that customers know how to cancel without penalties.

You can implement a 24-hour cancellation notice period, the most used type of cancellation, which allows customers to cancel or reschedule their appointments at least 24 hours in advance without any charges. However, the salon will apply a fee if a cancellation is made within 24 hours of the appointment.

Also, keep in mind the clients who booked an appointment the same day. In this case, you can ask them to notify your salon at least three hours before.

📝 Example: Perfect Plaits has implemented a cancellation policy with a 24-hour notice period and mentions that deposits are non-refundable in case of a complete cancellation. However, a good practice is to transfer the deposit to the future booking in case of rescheduling 24 hours in advance. 

3. Fees or penalties for late cancellations

You can also create a late-arrival policy. Offer a 15-minute grace period for late arrivals, but for clients who are 15-30 minutes late, you can consider charging a late fee, and for those who are more than 30 minutes late, you can consider them no-shows.

Also, remember that sometimes emergencies can happen, so be emphatic with your clients in those situations.

💡 Pro tip: These cancellation and late policies don’t apply only to your customers. If you want your clients to respect your time, you must also respect theirs. Avoid canceling appointments with less than 24 hours notice or offer a complimentary service if this occurs. Also, ensure you don’t keep clients waiting more than 15 minutes past their scheduled appointment time.

4. No-show policy

No-shows are a salon’s worst nightmare. These are clients who don’t show up for their scheduled appointments and don’t give you prior notice. Of course, a no-show can happen once per client because they had an emergency or completely forgot about their appointment, but you should charge a no-show fee the next time it happens.

Apply a no-show fee of half of the total cost of the appointment, or you can even charge 100% of the booked service. You can even state in your policy that if your clients miss an appointment more than twice, you won’t allow them to make new appointments in your salon.

📝 Example: Therapies & Moore, one of the best beauty salons in Liverpool, UK, has a no-show policy charging 100% of the amount of the appointment.

You can also include policies about kids or pets in the salon, about using the phone during different treatments, or policies regarding eating and drinking during treatments.

5. Deposit and payments policy

Asking your clients for a deposit when they make an appointment will help you recover costs associated with missed appointments. Clearly explain in your policy that this amount will be deducted from the total cost of the booked service to ensure customers are not being overcharged. Keeping a credit card on file also ensures that, in the worst-case scenarios, you won’t be left chasing down unpaid fees.

6. Accepted payment methods

It’s important to have several payment methods to ensure your salon appeals to various customers. Some of the types of payments accepted are cash, credit, debit, and digital payments. 

For example, you can accept payment links, cash, tap-to-pay, or card readers using a booking system like Goldie. You should also mention when the payments are due, whether at the time of service or in advance, so your future clients will know what to expect.

7. Refund policy

It’s up to you if you want to implement a refund policy. You can offer a refund if the client tells you before leaving the salon that they are unsatisfied with the service. If a resolution cannot be reached immediately, the client may receive a refund for the service.

If you still don’t know where to start from when creating your salon policy or there is too much on the plate, some online booking systems like Goldie have an AI integration in the app that will generate Service Descriptions, Terms & Conditions and Booking Policy for your salon. This way you won’t have to worry about what to include in your policy.

How long should your salon booking policy be?

Your policy should be clear and concise without unnecessary jargon, as you want all your clients to understand it. Even though there are many things to include in your booking policy, you shouldn’t write more than 1 page.

Take a look at The Lash Project, which created a salon policy that was detailed enough to cover important points but not so long that their clients won’t read it.

Where to have your salon booking policy?

If you want to ensure that all your clients are aware of it, you can include your booking policy on your online booking website and ask clients to agree with it before booking an appointment. 

💡 Pro tip: You can download the Goldie app from the App Store or Google Play and set up your online booking page for free.

Also, if you have dedicated social pages for your salon, don’t forget to include it there. Display your policy in a visible place in your salon, such as the reception area, so all your clients can see it.

Your staff should also be familiar with the booking policy and able to communicate it to clients if necessary. They should also be able to answer any questions that your clients might have about your policy.

Get ready and write your salon booking policy

Take your time to think through your salon needs and carefully write down a salon policy that will prioritize your clients’ satisfaction and help your business thrive.

Or, if you know what to include but don’t want to write it yourself, try using a booking software that generates the booking policy for you.