What is your cancellation policy?
What salons and spas need to publish
Nobody reads a booking widget's terms before clicking confirm, so this question arrives after the fact — from someone about to be charged, already annoyed.
How customers actually ask it
The same intent arrives in wording your page probably does not use. All of these mean the same thing:
- “What is your cancellation policy?”
- “can I cancel my appointment”
- “late cancellation fee”
- “what if I need to reschedule”
- “no show policy”
What a complete answer contains
For salons and spas specifically, an answer is only complete when it covers all 4:
- 1
The notice period required, in hours
- 2
The exact charge for late cancellation and for a no-show, as a percentage or fixed amount
- 3
How to cancel or reschedule — the actual mechanism, not just 'contact us'
- 4
Whether any circumstances are exempt
A worked example
Illustrative — not a real business
We ask for 24 hours' notice. Cancelling or rescheduling with less notice is charged at 50% of the treatment price; a no-show is charged in full. You can cancel through the link in your confirmation email or by calling us — texts to the salon number aren't monitored reliably enough to count as notice.
Which page should own it
Booking policy or terms page
What silence costs
A client blindsided by a cancellation fee leaves a bad review over something a published policy would have prevented entirely.
More questions salons and spas get
- Do I need a patch test before my appointment?
- What should I expect at my first appointment?
- What happens if I don't like my haircut or color result?
- How far ahead do I need to book for a color appointment, especially before an event?
- Is it safe to get my hair colored while I'm pregnant?
- How much should I tip, and does it go to just the stylist?
Related
industry
AI customer support for salons and spas
Most salon and spa enquiries are policy questions dressed up as booking hesitation — what happens if I'm late, do I need a patch test, what should I expect from a first visit. Those live in your booking terms and treatment pages already; nobody reads a booking widget's fine print before clicking away. RubyRep surfaces the same answer as a direct reply instead.
term
What is AI customer service?
AI customer service means answering customer questions with a language model rather than a person. The useful implementations are grounded in a specific business's own content; the poor ones let a general model improvise, which produces confident answers that are wrong.
term
What is a knowledge base?
Traditionally a knowledge base is a help centre humans read. For AI support it is the source material a representative answers from — which means an ordinary website, well written, can serve as one without a separate help centre.
Does your site answer this already?
Point RubyRep at your website and ask it this exact question. If it cannot answer, neither can your customers.