I have a very clear cancellation policy.

 

When a client books a session, they automatically get a “quote” sent to them from my CRM (17Hats 👈 affiliate link) that has them go through a series of agreements before paying their deposit.

 

First, they have to initial the package details indicating they understand what they get with the package and what is considered an add-on, meaning, an additional fee.

 

Next, they have to initial all 11 lines of my contract one by one before signing it at the bottom, line 6 of which (for my actors) reads like this;

 

6. RESERVATION FEE, CANCELLATION POLICY: Unless you’ve paid in full through an industry affiliate link, a non-refundable reservation fee is required to secure a session and applies towards the cost of your photo session for up to 90 days. If a session is rescheduled for more than 90 days from the original date, the initial reservation fee is forfeited (if paid in full, the same fee is deducted from your credit) and a new reservation fee is required (if paid in full, the same amount is required in credit). To reschedule a session, a five business day notice must be given or the reservation fee will be forfeited (or deducted from your credit). To reschedule a session with five days or more notice, an additional non-refundable reservation fee (or the same amount in credit) is required to hold the new date. Both fees apply towards the session. In the event of a complete cancellation, the entire reservation fee(s) will be forfeited. SALE EVENTS taking place on one dedicated day are non-refundable in the event of a cancellation and non-transferable to another day.

 

So in no uncertain terms, my contract explicitly states that if you, the client, cancel, you lose your deposit.

 

If you bothered to initial that line and sign the contract AND paid your deposit, I assume you’ve read it.

 

The other day, we received an email from a client who asked to cancel her session.

 

So naturally my assistant replied with a cordial email acknowledging the request and reminding the client that they’ll lose the deposit unless they re-schedule.

 

And the client’s response was, and I quote word for word “That’s one way to make a living, I guess…”

 

Because yeah part of my side hustle is making a living by not working but collecting $200 for every client that books and cancels, LOL.

 

It’s as ridiculous a comment as the impossible scenario sounds. Yet, we got that email.

 

Is getting that email going to stop me from enforcing my policy? I understand the temptation to be lenient because you want to avoid not being liked by a potential client but my answer is no. 

 

Because making exceptions to your policy does not serve all your other clients (who are following your rules) fairly and it doesn’t serve your business well.

 

There’s a reason we have a non-refundable reservation fee. So that we don’t hold slots for flaky people and in the process lose non-flaky people who wanted that slot. And when we do end up holding a slot but lose a day of work, we keep the deposit.

 

Did that email have me reminding my assistant not to open up Pandora’s Box if it’s not necessary? Yes.

 

Here’s how I would have handled that email as the business owner and how I recommend you handle emails like this if you want to avoid conflict. 

 

My email would have simply acknowledged their request and said, “let us know if you change your mind.”

 

And when you get an email like I did, before you get down on yourself, remember, that person is not your ideal client.

 

Because your ideal client would respect your business and your livelihood and wouldn’t have a problem with your policies.