Late cancel / no-show scripts (Associate Handbook)

Goal

Keep billing conversations consistent, compassionate, polite, and clear.

Late cancellation (script)

“Sorry to hear ____. Thanks for letting me know. Because the cancellation was within 24 hours, the full session fee applies. Thank you for your understanding. Would you like to reschedule your appointment?”

No-show (script)

“Hi ____, I’m sorry we missed each other today. I hope everything is Ok? Would you let me know? Because there wasn’t 24 hours’ notice, the session is billed as a no-show as per our policy. I hope you understand. Would you like to reschedule your appointment?”

Notes

• Always offer a reschedule path (retention).
• The clinic cancellation policy is 24 hours (no-show expectations follow the cancellation policy).
• If you believe an exception is clinically appropriate, you can decide to waive within reason and clinic expectations (e.g., sudden illness; child suddenly sick; emergencies such as illness, family illness, or death in the family, where the client lets you know as soon as possible).
• If waiving the 24-hour cancellation policy seems unreasonable or is happening too often, expect a discussion/negotiation with admin.
• Please notify admin any time you waive a fee so billing/tracking stay consistent.