Can a Salon Charge for Missed Appointments? Deposits, Booking Fees and Cancellations

Quick answer: Yes, a salon can charge for a missed appointment or late cancellation, as long as the client agreed to the policy before booking and the charge reflects a genuine loss to the business. Under UK consumer law, deposits, booking fees and cancellation charges must be fair, clear and in proportion to what the missed appointment actually cost you.

This guide is based on UK consumer law. The same principles apply in many other countries, but check your local consumer rules.

Why clear systems stop no-shows

One of our busiest Decembers in the salon ended without losing a penny to no-shows. That came from clear terms that clients agreed to before they booked, not from luck. When everyone knows what happens if plans change, cancellations become simple to manage.

No-shows are one of the biggest hidden costs in our industry. Research by salon software provider Powered by Flossie, reported by Professional Beauty, estimated that missed appointments cost UK hair and beauty salons up to £1.2 billion a year. Every empty slot is time you can't sell twice, so protecting it is simply good business.

An online booking system makes this easy. Clients choose their own times, read your terms, tick to agree, and can save a card securely with their consent. The system records the date, the time and the version of the terms they accepted. If you ever need to apply a charge, you are simply following what was agreed.

A booking is a contract

Every appointment, whether booked online, by phone or in person, is a simple contract. You provide a service at an agreed time and price, and the client attends or gives the notice you ask for.

For your policy to count, the client needs to see it before booking and actively agree to it. The strongest way is a tick box at checkout, followed by a confirmation email that repeats the terms. A post on social media or a sign at reception is easy for a client to say they missed.

Deposits and booking fees: what is the difference?

• Deposit: part of the treatment price, paid in advance to secure the appointment. It comes off the final bill.
• Booking fee: a separate charge to hold the slot, on top of the treatment price.

Since 6 April 2025, the Digital Markets, Competition and Consumers Act requires any compulsory fee to be included in the price you advertise. If every client pays a booking fee, show the total price, including that fee, from the start. For most salons, a deposit taken from the treatment price is the simplest approach.

What you can keep when a client cancels

Under the Consumer Rights Act 2015, terms in a contract with a client must be fair and transparent. Calling a deposit "non refundable" does not on its own make it so. The guidance from the Competition and Markets Authority is clear on these points:

• Keep deposits to a small share of the total price.
• Any money you keep should cover a genuine loss, such as a slot you could not refill or products bought specially for that client.
• You need to make a reasonable effort to reduce your loss, for example by offering the slot to your waiting list.
• A sliding scale works well: the later the cancellation, the more you can keep.

If a client cancels a week ahead and you rebook the slot, refund their deposit. If they cancel an hour before and the chair stays empty, keeping the deposit or charging your cancellation fee is fair, because the client agreed to it.

Can you charge the full price for a no-show?

You can, when it is in your terms and you could not fill the slot. Take off anything you saved, such as products you did not use. If you do manage to rebook the time, you have not lost anything, so there is nothing to charge.

How much notice should clients give?

There is no set legal time. Choose a notice period that matches how long it takes you to refill the slot:

• Shorter treatments such as nails, waxing and brows: 24 to 48 hours
• Longer or specialist treatments such as colour corrections, advanced skin treatments and bridal: 72 hours or more

Do clients have 14 days to cancel?

When a client books online or by phone, the Consumer Contracts Regulations normally give them 14 days to cancel. If the appointment falls within those 14 days, your terms should ask them to confirm they want the treatment to go ahead within that period. They pay for any service already provided, and once the treatment is complete the right to cancel ends. Most booking systems let you add this to your checkout.

Late arrivals

If there is time to complete the treatment safely, offer a shorter version at the full price. If there is not, treat it as a late cancellation under your policy. Put this in your terms so clients know before they arrive.

Sample policy wording

Adapt this to your own business:

We take a deposit of [amount] to secure your appointment, which comes off your final bill. Please give us [24/48] hours' notice to cancel or move your appointment and your deposit will be refunded or carried over. For cancellations with less notice, or if you do not attend, we keep your deposit unless we can fill your appointment. If you arrive more than [15] minutes late, we may need to shorten your treatment or rebook you, and your deposit will be kept.

Showing understanding

Life happens: illness, breakdowns and emergencies. Many salons allow one goodwill cancellation per client. It builds loyalty, and because the choice is yours, your policy stays in your control.

Selling gift vouchers too? Read our guide to gift vouchers and the law.

FAQs

Can a hair salon charge you for a missed appointment?

Yes, if you agreed to the policy before booking and the charge reflects a genuine loss, such as a slot that could not be refilled.

Is a booking fee the same as a deposit?

No. A deposit is part of the treatment price paid in advance. A booking fee is an extra charge on top, and it must be included in the price you are shown.

Are no-show fees legal?

Yes, when they are clearly agreed before booking and in proportion to the loss.

Can a salon keep a non-refundable deposit?

Only when keeping it is fair. If you cancel with plenty of notice and the slot is rebooked, the salon should usually refund it.

How do I take deposits for salon appointments?

The simplest way is through an online booking system that takes a deposit or saves a card at checkout, with your terms shown and a tick box to agree.