Holiday Cancellations Are Coming: Write Your Policy Before the Rush
- Michelle Rukny
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Table of Contents
Sometime in the next eight weeks...
…a client will text you “So sorry, holiday chaos, can we move it?” and she will send it two hours before the only open slot you had all week. Holiday cancellations are predictable, which means your policy can be predictable too.
Start with the deposit
A deposit turns a maybe into a booking. Decide how much you collect, when you collect it, and what happens to it if the client cancels or reschedules. Most artists credit it toward the final service and collect it at the time of booking. Deposits matter even more for sale bookings, because a promotion attracts a lot of browsers, and a deposit tells you who is ready to commit. Rules about deposits and refunds can vary by state, so it is worth confirming what applies to you.
Set a cancellation and reschedule window
Pick a cancellation window, such as 48 or 72 hours, and decide how many reschedules a client gets before the deposit is forfeited. Add a line about late arrivals covering how long you wait and what happens to the appointment after that. Holiday travel, family events, and party schedules all shift plans around the end of the year, so spelling this out ahead of time keeps everyone on the same page.
Give illness its own line
Illness deserves its own spot in your policy because it affects healing as well as your calendar. Herpes simplex reactivation is a good example for lip clients. A clinical guideline on HSV-1 and cosmetic procedures lists physical trauma, lip trauma, fatigue, UV exposure, and temperature extremes among the triggers, and it notes that the needle trauma of an aesthetic procedure can provoke reactivation. The same guideline points out that the evidence on exact risk after minimally invasive procedures is limited, which is a good reason to stay thoughtful and avoid overpromising. AAM’s own lip blush aftercare article covers how HSV-1 stays dormant in the trigeminal ganglion and how irritation can add to the risk. A packed holiday schedule tends to bring extra fatigue and stress, so this comes up more often this time of year.
Ask clients to tell you before the appointment if they have a fever, an active cold sore, or any illness. Let them know you will reschedule without a penalty whenever safety calls for it, and point clients with a history of cold sores toward their physician for questions about prevention. A no-penalty illness reschedule protects the client’s healing, your other clients, and your reputation.
Owners and booth renters
Studio owners set the policy, and booth renters and independent contractors usually follow the studio’s rules. If your studio has no written policy, write your own and include it in every booking confirmation. Either way, check your rental or contractor agreement so you know whose policy governs.
Share it before anyone needs it
A policy only works when clients have seen it in advance. Put it in your booking page, your confirmation message, and your reminder message, and collect a signature or checkbox acknowledgment. Enforce it the same way for every client, and decide ahead of time how you will handle true emergencies so those decisions do not feel personal in the moment.
Keep a waitlist ready
Cancellations still happen, and a waitlist turns most of them into rebooked appointments. Keep a list of clients who want an earlier slot, and message that list as soon as an opening appears.
Write your policy in October, and every holiday text that arrives afterward gets a lot easier to answer.
Michelle Rukny
AAM President

