Enforce Cancellation & No Show Fees

You can choose to enforce customer cancellation or no-show fees. Our end-to-end capabilities cover a variety of scenarios intended to protect spa, salon or medspa business as well as keep your customers informed of your policies.

Industry data: 42% of loyal guests drive 80% of total revenue — Zenoti 2025 Benchmark Report

Here’s how it works.

If you want to implement a cancellation or no-show fee, you’ll first need to standardize on the fee amount. This fee can be either a flat dollar amount or a percentage of the appointment cost. In the case of cancellations, you also need to specify how long ahead of time the customer can cancel without incurring a fee. For example, you may want to collect a cancellation fee only if the customer cancels in less than 24 hours before the appointment. By setting these fee amounts, you ensure that all your centers follow a single fee policy.

Learn more about salon customer experience here.

If a customer books an appointment online and pays upfront

When a customer books an appointment online through online salon booking system and pays for the appointment upfront, the system immediately runs the payment for the appointment. If the customer were to cancel last minute or not show for her appointment, the front desk can use the same credit card info to run the appropriate fee. The front desk would also need to run a refund for the pre-paid appointment.

Learn more about 4 Ways to Prevent No-Shows and Late Cancellations in Your Salon or Spa

Industry data: Loyalty programs increase guests visiting 5+ times/year by 9% — Zenoti 2025 Benchmark Report

If a customer books an appointment online or through the phone and does not pay upfront

When a payment is not made at the time of booking the appointment, Zenoti (formerly ManageMySpa) creates an open invoice for the customer. If the customer cancels or does not show for the appointment, the front desk can run the fee only if the customer’s credit card is on file. The front desk would then close the invoice after running the credit card for payment. In the event that your spa or salon management software is not storing credit card info, then the invoice simply stays open. The front desk would then be responsible for collecting payment during that customer’s next visit if that is your policy.

Learn more about our salon marketing strategies

Industry data: Salons, waxing centers, and medspas averaged 24% membership sales growth in 2024 — Zenoti 2025 Benchmark Report

Publish your Cancellation and No Show policies on your webstore

If you are enforcing a cancellation or no show fee, then you should be sure to publish these terms on your webstore. Zenoti enables you to enter your own policy text and publish to the webstore. To learn more about cancellation and no-show fees, contact support.

Note: All the benchmark data mentioned throughout the article are from Zenoti 2025 Benchmark Report