Therapy Rescheduling Scripts: Texts & Emails for Every Situation
Rescheduling is uncomfortable. Whether it's a client cancelling last minute or you waking up sick, communication needs to be clear, firm, and empathetic.
TL;DR
- Be Direct: Don't over-explain. "I need to reschedule due to an emergency" is better than a paragraph about your flu symptoms.
- Offer Solutions: Always provide 2-3 alternative slots or a direct booking link immediately.
- Enforce Policy: If a client reschedules late, state the fee clearly in the confirmation of the new time.
- Save Templates: Keep these scripts in your notes app or scheduling tool.
Definition: The Reschedule Request
A reschedule request differs from a cancellation because the intent is to preserve the revenue and clinical continuity by moving the slot, not deleting it. The goal is to minimize friction in finding a new time.
"Client Asks to Reschedule" Scripts
1. Client Reschedules Early (Good Behavior)
Scenario: Client emails 3 days in advance.
Response: Hi [Name], thanks for letting me know so far in advance. I appreciate it!
I have cancelled your slot for Thursday. Please feel free to pick a new time that works for you here: [Link]
See you soon!
2. Client Reschedules Late (Fee Applies)
Scenario: Client texts at 9 AM for a 10 AM slot.
Response: Hi [Name], thanks for the heads up. I hope everything is okay.
Since we are within the 24-hour window, I do have to charge the full session fee for today. We can definitely reschedule for later in the week—here is my availability: [Link].
3. Client Asks for an Exception ("One Time Pass")
Scenario: Client has a "minor" reason but asks to waive the fee.
Response: Hi [Name], I understand things come up. To keep my practice fair to all clients on the waitlist, I have to stick to the 24-hour policy for all non-emergency cancellations. I've charged the card on file.
Let's find a time to get you back on track next week: [Link].
"Therapist Needs to Reschedule" Scripts
Therapists are human. You get sick, have family emergencies, or have internet outages.
4. You Are Sick (Short Notice)
Subject: Rescheduling our appointment today
Hi [Client Name],
I am unfortunately unwell today and need to stay home to recover, so I won't be able to make our session at [Time].
I am so sorry for the last-minute change. I will be opening up extra slots this weekend to accommodate rescheduling. Please pick a time here: [Link].
I'll waive any future late-cancel fee for you as a thank you for your flexibility.
Best, [Your Name]
5. Planned Time Off / Vacation
Subject: Rescheduling our upcoming session on [Date]
Hi [Client Name],
I'm writing to let you know I'll be out of the office from [Date] to [Date]. Our recurring appointment on [Date] falls during this time.
Can we move that session to [Alternative Date]? Or would you prefer to skip that week?
Let me know!
Last-Minute Policy Wording
The best time to handle rescheduling is before it happens. Have this language on your booking page:
"Life Happens Policy" We understand illness and emergencies happen. If you need to reschedule, please do so 48 hours in advance via your confirmation link. Rescheduling within 48 hours is treated as a cancellation and charged the full fee, as that time was reserved exclusively for you.
Common Mistakes
1. Over-sharing
Bad: "I have to cancel because my daughter has lice and it's a disaster here." Good: "I have a family emergency and need to reschedule." Clients don't need your stress; they need your boundaries.
2. The "Guilt Trip"
Don't say: "I really wish you had told me sooner." Just enforce the fee. The fee is the consequence; you don't need to add a lecture.
3. Endless Email Tag
Never say "When are you free?" Always say "Here is a link to my calendar" or "Are you free Tuesday at 2 or Wednesday at 4?"
FAQ
Should I charge for a reschedule due to illness (Covid/Flu)? This is controversial. Many therapists offer one "freebie" per year for sudden illness. Others switch to Telehealth if the client is physically well enough to talk but contagious. Decide your policy and stick to it.
How do I handle a chronic rescheduler? If a client reschedules 3 times in a row, stop offering new slots via email. Move to a conversation: "I notice we've had trouble finding a consistent time. Let's pause scheduling until your calendar stabilizes."
Make Rescheduling Self-Serve With OnlyCaly, clients can reschedule their own appointments (within your rules) effortlessly. No email tag required.
