How to charge a no-show fee without losing good clients
Every empty slot costs you twice: the hour you can't get back and the client you turned away to keep it free. A no-show fee doesn't exist to punish people. It makes the time you set aside count for something, and it gets the few clients who habitually skip to either show up or cancel early.
Decide what counts as a no-show
Write the definition down before you charge anyone. A clear one covers three cases:
- The client doesn't arrive and doesn't tell you.
- The client cancels inside your cancellation window, for example less than 24 hours before.
- The client arrives so late that the session can't go ahead, for example 15 minutes or more.
Late cancellations are the ones people argue about, so name them explicitly. “Missed appointments are charged” leaves room for “but I texted you that morning.”
How much to charge
Most solo providers charge between 50% and 100% of the session price. A few rules of thumb:
- 100% when the slot is hard to refill at short notice, such as long sessions or specialist work.
- 50% when you often have a waitlist and can fill gaps, or when you're introducing a policy to existing clients for the first time.
- A flat amount works well when your services vary in price and you want one simple number.
Whatever you choose, the fee should never be more than the price of the session. That's hard to defend, and in many places it's harder to enforce.
Get agreement before the booking, not after
A fee is only fair if the client knew about it when they booked. Saying “by the way, I charge for no-shows” after someone has missed a session starts an argument. Put the policy where it can't be missed:
- On your booking page, next to the time slots.
- As a line the client confirms before they finish booking.
- In the confirmation email, with the exact amount.
Wording that works: “If you cancel less than 24 hours before your session or don't arrive, a fee of $40 applies.” State the number, the window and the cases, and keep it short.
Make it collectable
A policy you can't collect on is only a suggestion. Sending a payment request after a no-show works sometimes, but the clients who skip sessions are often the same ones who ignore invoices. There are two ways to avoid chasing:
- Take a deposit at booking. The client has already paid part of the fee before the session. If they show up, the deposit comes off the price. See how to take deposits for appointments.
- Save the card at booking. With the client's agreement, their card is kept on file and you charge the fee if they don't come.
Reminders do most of the work
Most missed appointments are forgotten, not skipped on purpose. A reminder 24 hours before gives the client time to reschedule, and you time to fill the slot. One an hour before catches the rest. Combined with a clear fee, reminders mean you rarely have to charge anyone.
Be consistent, and use discretion openly
Charge the fee the same way for everyone, then waive it when you choose to: a real emergency, a first-time slip from a long-standing client. Waiving it should be your decision, made in the open, not the default because collecting is awkward.
How SlotPaid handles it
SlotPaid gives you a booking page that shows your no-show policy and asks clients to agree to it before they book. It can take a deposit and send email reminders 24 hours and 1 hour before each appointment. When you mark a booking as a no-show, the fee is charged to the client's saved card if you've connected Stripe. If you haven't, you get a payment link to send them. SlotPaid never takes a cut of what you charge. Start free.