A cancellation policy template you can use
Short, kind, and shown when they book, not after they miss.
- How much notice you need to move a visit
- What happens if nobody is home
- How to reach you to change it
SkipFine print they first read on the bill
Cancellation policy template, and a kind text after a no-show
A no-show costs you the slot. Customers see your policy when they book, and after a miss, a kind text is ready to send. You send it.
A cancellation policy template you can use
Your part
- You set your cancellation policy once, in your own words.
- You decide when the fee applies and when you waive it.
- You read each text and tap send.
Our part
- We set it up around how you already book.
- We write the texts to sound like you, never pushy.
- We keep it running and fix it if anything breaks.
How to do it well
Missed appointment texts
Text before the truck pulls away, while the slot can still be saved.
- Say you came by, and when
- Offer the next open time
- Keep it warm, they probably forgot
SkipA cold note that reads like a bill
Appointment reminder template →When to waive a missed appointment fee
A first miss from a good customer is worth more than the fee.
- Waive it once, and say so
- Charge it on a second miss
- Hold firm when parts were special ordered
SkipCharging before you ask what happened
Filling last minute cancellations
An empty slot can still be a paid hour.
- Keep a short list of people who want sooner
- Offer the slot to them first
- Move the next job up if it's close
SkipSending the crew home early
Rescheduling appointments →No show policy text examples you can copy
Four common misses and the text we'd draft for each, with your policy said kindly. Someone on your team reads it and sends it.
Want me to send this to the client?
Hi Jordan, you're booked for a furnace tune-up Tuesday, 8 to 10. Our cancellation policy: we hold this window just for you. If you need to cancel or move it, let us know 24 hours ahead. A missed visit without a call has a trip charge, and we waive the first one. Reply here to change your time. Tess, Hollow Creek Heating and Air
Want me to send this to the client?
Hi Jordan, it's Tess at Hollow Creek Heating and Air. Our tech stopped by at 10 today for your furnace tune-up and missed you. No fee this time, it happens. Want the next open spot? I have Thursday at 9 or Friday at 2.
Want me to send this to the client?
Hi Jordan, it's Tess at Hollow Creek Heating and Air. Our tech stopped by at 10 today and nobody was home. As our policy says, a missed visit without a call has a trip charge, and it'll be on your next bill. Want to rebook? Thursday at 9 is open.
Want me to send this to the client?
Hi Jordan, thanks for letting us know. Since it's inside our 24 hour window, the late cancellation charge from our policy applies this time. I can put your tune-up in Friday at 2 if that works. Tess, Hollow Creek Heating and Air
Works the same in any trade
A no show policy for plumbers, HVAC, roofers and auto repair shops. Four quick examples.
Plumbing
For a plumber, a no-show usually means a locked gate and nobody at the door during the arrival window, often on a job that isn't urgent, like a slow drain or a running toilet. Knock, call once, and text before you pull away. Half the time they're at work, forgot, and can let you in tomorrow.
AI plumbing help for your shop →HVAC
In HVAC, no-shows pile up around tune-ups booked months ahead on a maintenance plan. The customer forgot, went to work, and the system is inside. Check the job notes for a gate code or a neighbor with a key, then offer the next opening that same week so the plan visit isn't lost.
HVAC AI for your company →Roofing
A roofer's no-show is usually the estimate visit. You drive out, and the homeowner isn't there to walk the roof with you, or already signed with someone else. You can often measure from the ground and still send a quote. Ask if they still want it rather than writing them off.
Roofing AI for your company →Auto repair
In a shop, the no-show is the drop-off that never came. The bay is held, the parts may already be on the shelf, and the 8 o'clock slot sits empty. Reach out by mid-morning and say whether the parts are in. That tells the customer it's real, and tells you whether to fill the bay.
AI for auto repair shops →Three ways to follow up on your no show policy
Doing it by hand, with booking software, or with us.
| By hand | Booking software | Commonhouse | |
|---|---|---|---|
| Sounds like you | Yes | No | Yes |
| Written for this customer | Yes | No | Yes |
| Ready on time, even on busy days | No | Yes | Yes |
| A person checks it before it goes out | Yes | No | Yes |
| Works with the tools you already use | Yes | No | Yes |
| Off your plate | No | Yes | You read and send |
How setup works
About 30 days from the kickoff call to a live workflow, week by week.
- Day 1Kickoff callWe agree on the one workflow to build and who on your team tries it.
- Week 1You give us accessLogins to the tools you already use, so we build right inside them.
- Week 2We meet your teamWe sit with the person who will use it and learn how the job really runs.
- Week 3We build, you try itMessages start landing with your person, ready to send. You tell us what to fix.
- Day 30Live and yoursThe workflow runs in your own tools, and you own it.
Our 30-day promise
Your first workflow is live within 30 days of kickoff, or we keep working free until it is.
- You give us access in week 1.
- You pick one person to try it with us.
- You give us feedback in week 3.
Questions about your no show policy
Kindly and quickly: "Hi Pat, we stopped by at 10 for your tune-up and missed you. Hope all is well. Want to pick a new time this week?" Assume a good reason, offer to rebook, and mention any fee only if your policy says so and they agreed to it.
One that is clear, shared before booking, and fair to both sides: a notice window like 24 hours, what happens if they miss it, and when you'll waive it. Keep it to a few sentences and put it on the booking confirmation so nobody is surprised.
Reply politely, offer a new time right away, and keep a short list of customers who wanted an earlier slot so you can fill the gap. Track repeat cancellers. Apply your policy consistently, but save fees for repeat cases or jobs that cost you real time.
Usually not much beyond a reminder, unless you have a card on file or a signed agreement. Many small businesses waive the first one and require a deposit for the next booking. Weigh the fee against keeping the customer; chasing small fees can cost goodwill.
Yes: "We hold your arrival window just for you. If you need to cancel or move it, please let us know 24 hours ahead. A missed visit without notice has a trip charge, as listed when you booked. We're happy to waive it once." Change the window and terms to fit, and send it with every booking confirmation.
Fill the empty slot.