Therapy Cancellation Policy Template (24h/48h Examples)
TL;DR
- The Standard: 24-hour notice is industry standard.
- The Harder Line: 48-hour notice for full-waitlist practices.
- Enforcement: Impossible without a card-on-file. Use Stripe to adhere to your own boundaries.
- Compassion: One "Free Pass" per year is a good retention strategy.
Setting a clear cancellation policy is one of the hardest parts of private practice. You want to be compassionate, but a late cancellation means a lost hour of income and a missed opportunity for another client who needed help.
A robust policy isn't just about money—it's about therapeutic boundaries.
Below, we provide copy-paste templates for the most common policies (24-hour and 48-hour) that you can add to your intake forms and OnlyCaly booking page today.
Disclaimer: This article provides templates for informational purposes and does not constitute legal advice. Please consult with your local regulatory body or legal counsel to ensure compliance with your state/country laws.
Why You Need a Written Policy
Without a written policy signed by the client, enforcing a late fee can lead to disputes, bad reviews, or even chargebacks. A good policy does three things:
- Sets Expectations: Clients know the rules upfront.
- Protects Your Time: Ensures you are compensated for the slot.
- Empowers Clients: Encourages them to take responsibility for their schedule.
1. The Standard 24-Hour Cancellation Policy Template
This is the industry standard. It's firm but reasonable.
Template Text:
"Cancellation Policy Your appointment time is reserved exclusively for you. If you need to cancel or reschedule your session, please provide at least 24 hours' notice prior to your scheduled time.
Cancellations made with less than 24 hours' notice, as well as 'no-shows' (missed appointments without notice), will be charged the full fee of the session.
Exceptions may be made in cases of emergency (e.g., sudden illness, accident) at the therapist's discretion. Please contact me as soon as possible if an emergency arises."
2. The Stricter 48-Hour Policy Template
Best for high-demand practices or therapists with long waiting lists.
Template Text:
"Cancellation & Rescheduling Policy Because appointments are scheduled weeks in advance, we require 48 business hours notice to cancel or change an appointment without penalty.
For example, for a Monday 10:00 AM appointment, notice must be given by Thursday 10:00 AM. Late cancellations will incur a fee of [Amount, e.g., $100 or Full Rate]. This policy allows us to offer the available time to other clients who may be on our waiting list."
3. The "Compassionate but Firm" Text for Your Website
Use this on your FAQ or Booking page to explain the "Why".
"Why do we charge for late cancellations? When you book an appointment, that hour is yours. We cannot bill insurance for missed sessions. Our late cancellation fee isn't a penalty—it is simply payment for the time that was reserved for you. By giving us notice, you allow us to offer that spot to someone else on our waitlist."
How to Enforce Your Policy (Without Guilt)
Having the policy is step one. Enforcing it is step two.
- Automate Confirmation: Use a tool like OnlyCaly to require clients to tick a "I agree to the Cancellation Policy" box before they can book. This is your digital paper trail.
- Stripe Integration: Collect credit card details upfront (either a deposit or card-on-file) using OnlyCaly's Stripe integration. This makes collecting the fee technical, not emotional.
- Remind Them: Include a line in your 24h SMS reminder: "To avoid a cancellation fee, please reschedule by [Time]."
FAQ
Can I charge a late fee to Medicaid/Medicare clients?
In the US, rules vary significantly. Generally, you cannot charge Medicaid beneficiaries for missed appointments. For Medicare, you can charge providing you have a policy that applies equally to all patients, but you cannot bill Medicare itself for the missed session. Always check your specific state regulations.
What constitutes an "Emergency"?
This is up to you. Common valid exceptions:
- Sudden contagious illness (flu/COVID).
- Car accident or transportation failure.
- Family emergency. Work conflict is usually not considered an emergency in this context.
Should I implement a "One Free Pass" rule?
Many therapists offer one "grace" cancellation per year for long-term clients. This builds rapport and shows you are human, while keeping the boundary intact for future incidents.
Streamline your practice policies With OnlyCaly, you can enforce your cancellation policy automatically. Require card-on-file, set custom terms, and reduce admin headaches. Try it free.
