Stop no-shows: deposits, card on file and your policy

Most no-shows aren't malicious, people forget. Reminder emails fix a lot of that. For the rest, asking for something up front means a missed appointment doesn't cost you the slot for nothing.

Deposit or card on file?

• Deposit: the client pays part or all of the price when they book. Best for long or expensive appointments, and for new clients.
• Card on file: the client saves a card but pays nothing up front. If they don't turn up, or cancel late, you can charge the fee you set. Better for regulars who don't like paying in advance.

Both need Stripe connected, and both are on every plan, including Free.

Set up card on file

1. 1Go to Business settings, below Stripe Connect, and turn on card on file.
2. 2Set the fee, as a percentage of the price or a fixed amount, and how much notice counts as a late cancellation.
3. 3Clients agree to the fee when they save their card. Nothing is ever charged automatically.

When someone doesn't turn up

1. 1Open the booking in the calendar and set its status to No-show.
2. 2If they saved a card, the booking shows the fee with Charge and Waive fee buttons. Only the owner can charge. Waiving it for a first offence keeps goodwill.
3. 3If they paid a deposit, you keep it according to your refund rule.

Write your policy

Put your notice period and what happens to deposits in Business settings → Booking Policies. It shows on your booking page so clients know before they book. Our salon no-show policy template is a good starting point.