Important: this is general information, not legal advice. It is not a promise that a policy or charge will be lawful or enforceable. Tailor the wording to your services and processes, check current consumer guidance and ask a qualified UK adviser when needed.
A useful cancellation policy should tell customers what notice you ask for, what happens to any upfront payment and how you handle exceptional circumstances. Clear wording matters more than sounding strict.
Start with the current guidance
The GOV.UK guide to cancelling goods or services gives general consumer information. The CMA's unfair contract terms guidance explains how fairness is assessed.
Those sources are general. They do not approve a particular barbershop policy. Your service, notice window, costs, customer journey and handling of a refilled appointment can all matter.
Practical questions to check are:
- Was the policy shown before the customer confirmed?
- Did the customer actively accept it?
- Is the amount proportionate to the circumstances and clearly explained?
- What happens if the appointment is refilled?
- Does the policy explain how emergencies and disputes are handled?
Avoid promising that a tick box, deposit percentage or notice window is automatically enforceable. Avoid promising a bank will uphold a disputed charge.
Choose figures that fit your shop
The examples below are discussion points, not legal recommendations:
| Booking type | Example notice | Example upfront amount | Questions to ask |
|---|---|---|---|
| Short standard service | 24 hours | Small fixed amount | How likely is the time to be refilled? |
| Longer service | 48 hours | A stated percentage | Are products or preparation committed in advance? |
| Peak-period booking | 48 to 72 hours | A clearly stated amount | Is the rule proportionate and visible before booking? |
| Repeat missed booking | Shop-specific | Deposit or prepayment | Is the approach explained and applied fairly? |
Use your own booking history rather than copying another shop's percentages. Review how often slots are refilled and how customers respond.
A template to tailor
This template is not legal advice and is not ready to publish unchanged. Replace every bracketed item, make sure it matches the way your shop actually operates and obtain advice where appropriate.
Booking confirmation We ask for [amount or percentage] when you book [services it applies to]. This is put towards the final bill.
Changing or cancelling Please give at least [notice period] if you need to change or cancel. Contact us through [approved contact route].
Late cancellation or missed booking If you cancel inside that period or do not attend, we may [describe what may happen]. We will consider the circumstances and whether the appointment can be refilled.
Running late Contact us if you are delayed. If there is not enough time to complete the service safely, we may need to shorten or rearrange it and will explain any payment consequence.
Exceptions and questions Tell us about an emergency or dispute through [contact route]. We will review it before deciding what happens.
You will see this policy before confirming a booking and can ask us about it before you agree.
Keep evidence without inventing a retention period
Keep only the records your documented retention policy requires. That may include the version of the policy shown, when it was accepted, the booking confirmation and the payment outcome. Do not adopt a blanket six-year consent-retention period from this template. Your lawful basis, accounting duties and data-minimisation obligations need separate consideration.
A record may help explain what happened, but it does not guarantee enforcement or a successful chargeback response.
Configure the software to match the published policy
Setora supports deposits and configurable Booking Protection starting settings. Software defaults are not legal recommendations. Choose settings only after deciding what your own policy says, and make sure the customer sees the relevant amounts before agreeing.
Email reminders are included. Optional SMS reminders use separately purchased credits. Reminders can reduce forgetfulness, but they do not turn an unfair or unclear term into a fair one.
Review the policy after complaints, chargebacks or a material change in services. Update the customer-facing wording and the software settings together. A new service can affect more than the booking policy, so check it against your barber insurance cover before adding it to the menu.
For the product flow, see payments and Deposits and Booking Protection.
Sources
- GOV.UK, Cancelling goods or services: guide for consumers
- Competition and Markets Authority, Unfair contract terms guidance CMA37
This article is general information, not legal advice. No policy wording, percentage, notice window or evidence record guarantees legality, enforceability or a particular bank decision.
Common questions
- Do customers get a 14-day cooling-off period for barbershop bookings?
- Date-specific services can be treated differently from general distance purchases, but the facts and wording matter. Check the current consumer guidance and take legal advice for your policy.
- Can I keep a deposit if a customer cancels?
- It depends on the agreement, notice, loss and whether the slot was refilled. A blanket non-refundable label does not decide whether a term is fair. Tailor the policy and get legal advice.
- What if a customer disputes a charge with their bank?
- Keep the booking confirmation, the policy shown at booking, the consent record and the payment record. These may help explain the charge, but no evidence pack guarantees a chargeback outcome.
- How does Setora track missed bookings?
- Setora records booking statuses and history. Shops can use that record when deciding whether to ask a repeat no-show for a deposit, prepayment or a walk-in visit.
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