The Perfect Therapy No-Show Policy Template (Soft, Standard, & Strict)
Your time is your inventory. When a client no-shows, you can't sell that hour to someone else. A clear, signed no-show policy is the only way to enforce fees without damaging the therapeutic alliance.
TL;DR
- Be Explicit: State the deadline (24h or 48h) and the fee (Full Fee or Flat Rate).
- Get a Signature: Have clients sign this before the first session (Intake).
- Card on File: You cannot enforce a no-show policy effectively without a credit card on file.
- Consistency: Enforcing the policy is therapeutic; it models healthy boundaries.
3 Policy Variants
Choose the one that fits your practice vibe.
1. The "Standard" Policy (Recommended)
Cancellation & No-Show Policy
Your appointment time is reserved exclusively for you. If you need to cancel or reschedule, please provide at least 24 hours' notice.
- Late Cancellations: Appointments cancelled with less than 24 hours' notice will be charged the full session fee.
- No-Shows: If you do not arrive within 15 minutes of your scheduled start time, it will be considered a no-show and charged the full session fee.
Emergencies and illness will be considered on a case-by-case basis.
2. The "Soft" Policy (For non-profits or low-fee clinics)
Attendance Policy
We ask that you give us 24 hours' notice if you cannot make it.
We understand that life happens. Every client receives one "free pass" per year for a late cancellation due to emergency or illness.
After the free pass is used, missed appointments will incur a fee of $50. Repeated no-shows (3 or more) may result in termination of services.
3. The "Strict" Policy (For high-demand specialists)
48-Hour Reservation Policy
Appointments must be cancelled at least 48 business hours in advance (e.g., Friday notification for a Tuesday appointment).
Because this time is held specifically for you and cannot be filled on short notice, you are responsible for the full fee of the session regardless of the reason for cancellation (including work, illness, or childcare issues). Insurance does not reimburse for missed sessions.
Fee Language: Full Fee vs. Flat Rate
- Full Fee: "You will be charged the full rate of $150." (Standard for private pay).
- Flat Fee: "You will be charged a $75 late fee." (Common if you take insurance, as you can't bill insurance for no-shows, but you can bill the client a fee if agreed upon. Check your provider contracts!).
How to Communicate the Policy
Don't just bury it in page 12 of your PDF.
- In the Booking Flow: Add a checkbox: "I understand that cancelling within 24 hours will result in a charge."
- In the Confirmation Email: "Reminder: Our cancellation window is 24 hours."
- Verbal Review: In the first session, say: "Just so you know, I have a 24-hour cancel policy. I hate charging for empty chairs, so please just text me if you can't make it!"
Reducing Pushback
The moment you charge a fee, a client might get defensiveness.
Script for pushback: "I know it's frustrating to pay for a session you didn't attend. The fee isn't a punishment; it's to cover the time that was reserved for you, which I couldn't offer to other clients on the waitlist. I value our work together and want to keep our time protected."
Common Mistakes
- "Small Print" Syndrome: If they didn't see it, they won't pay it. Make it bold.
- Inconsistent Enforcement: If you waive it for Bob but charge it for Sarah, you have an ethical bias problem. Stick to the rules.
- No Credit Card: Chase payments after a no-show is impossible. Always require a card to hold the booking (even if you don't charge it yet).
FAQ
Can I charge a no-show fee to Medicaid clients? Usually NO. Most public insurance (Medicaid/Medicare) strictly prohibits charging beneficiaries for missed appointments. Check your local laws carefully.
What if the weather is bad? For in-person therapy, snowstorms are usually a valid exception. Switch to Telehealth for that session instead of cancelling!
Enforce Policies Automatically OnlyCaly lets you require a credit card card-on-file and agree to terms before booking, so you're protected from day one.
