Question 1

Is 24 or 48 hours' notice standard?

Accepted Answer

Both are common. 24 hours is the most widely used and the easiest to justify to clients. 48 hours gives you a realistic chance of filling the slot from a waiting list, which is the point of the policy. Whichever you choose, apply it consistently: a policy enforced at random is worse than none.

Question 2

Can I legally charge for a missed session in the UK?

Accepted Answer

Yes, if the client agreed to the policy in advance, which is why it belongs in a signed counselling agreement rather than a message sent after the event. Consumer fairness rules expect the charge to reflect your genuine loss rather than act as a penalty. Charging up to the full fee for a slot you could not fill is generally defensible; adding extra penalties on top is not.

Question 3

Should I waive the first late cancellation?

Accepted Answer

Many therapists do, and the generator can write it in. One stated waiver keeps goodwill, costs you a single session at most, and makes the fee easier to apply with a clear conscience the second time. The alternative, deciding case by case, tends to become a policy of never charging anyone.

Question 4

How do I tell existing clients about a new policy?

Accepted Answer

In writing, before it applies, with a start date. A short message with the updated agreement attached is enough: from 1 September, cancellations with less than 24 hours of notice are charged at half the session fee. A month of notice is fair, and asking clients to re-sign the agreement is what makes the new policy chargeable.

Cancellation policy generator

Your policy

Using your policy

Frequently asked questions

More free tools