A cancellation policy template for mobile mechanics

A cancellation policy is only useful if the customer has seen it before the day of the job. Keep it short, put it where they book, and use plain words. Here is wording you can adapt, and the reasoning behind each part.

This is general information, not legal advice. Rules about fees and consumer notices differ by state and province, so check yours before you rely on it.

A short version you can use today

To keep your appointment, we ask for a card hold of $50. It is a hold, not a charge. Cancel or reschedule at least 24 hours ahead and nothing is charged. If you cancel later than that, or nobody is there when we arrive, we may charge a fee of up to $50. Otherwise the hold goes toward your final bill.

What each part does

• The amount: name it. “Up to $50” is easier to accept than “a fee”. Set the amount near what a wasted trip costs you in fuel and time.
• The deadline: pick a notice period you can actually keep. For example, 24 hours for a full-day job or a few hours for a short one. Whatever you pick, use it every time.
• What counts as a no-show: say that nobody being at the address at the agreed time counts, after a reasonable wait you decide on.
• What happens otherwise: tell them the deposit or hold counts toward the bill. It makes the policy feel fair rather than punishing.
• How to reschedule: give a phone number or say they can reply to your text. Make the early exit easy.

Where to show it

• In the message where you confirm the booking.
• On the page where the customer enters their card, before they enter it.
• On your invoices and estimates, in one line at the bottom.

Common mistakes

• A policy that only exists after the first no-show. The customer must see it first.
• A fee much larger than your real cost. It makes disputes and chargebacks more likely.
• Enforcing it for some customers and not others without a reason you can explain.
• Writing it in legal language. If a customer cannot read it in ten seconds, they will not read it.

Using it in FlagHour

In FlagHour you set the hold amount and your cancellation window once, and the customer sees the terms on the hold page before entering their card. If they no-show or cancel late, one screen lets you charge your fee from the hold or release it. Otherwise the hold goes toward the bill. FlagHour’s own customer policy explains holds, refunds and disputes in plain words for your customers to read.