A life coaching cancellation policy should be professional, clear, and consistent with the premium positioning of coaching as a service. The templates below cover the three most common coaching business structures: single sessions with a deposit, coaching packages with a monthly or upfront payment, and discovery calls with a qualifying deposit.
Template 1: Single-session deposit model
Short version (booking page):
"A deposit of $[amount] is required to hold your session. The deposit is applied toward your session fee. Cancellations with 24 hours or more notice receive a full refund. Cancellations within 24 hours or no-shows forfeit the deposit. To cancel: [contact method]."
Full version (for client agreement):
"Session scheduling and cancellation policy , [Your name]
Session deposit: A deposit of $[amount] is required at booking to hold your session. This deposit is applied toward the session fee at the time of the session.
Cancellation with adequate notice: Sessions cancelled at least 24 hours before the scheduled time will receive a full refund of the deposit, or the deposit may be transferred to a rescheduled session.
Late cancellation: Sessions cancelled within 24 hours of the scheduled start time will result in the deposit being retained.
No-show: Failure to attend a scheduled session without prior notice will result in the deposit being retained. A second no-show may result in a requirement to prepay the full session fee for future bookings.
Coach cancellation: If [your name] must cancel a session, the deposit will be refunded in full or applied to a rescheduled session at the client's preference."
Template 2: Coaching package model
"Coaching package scheduling policy , [Your name]
Package payment: The package fee covers [X] sessions over [timeframe]. Full payment (or the first installment, if applicable) is due before the first session.
Session scheduling: Sessions within the package are scheduled individually via [booking link or direct communication]. The package does not guarantee specific times or days, availability is subject to [your name]'s schedule.
Rescheduling: Sessions may be rescheduled at no charge with at least 24 hours notice. Rescheduled sessions must be completed within the package period.
Late cancellation and no-show: Sessions cancelled within 24 hours of the scheduled time or missed without notice are counted as used sessions within the package. No credit or makeup session is provided for late cancellations or no-shows.
Package expiration: Package sessions must be completed within [90/120/180] days of the package start date. Unused sessions after expiration are forfeited.
Refunds: Coaching package refunds for unused sessions may be requested within 14 days of purchase, less a $[amount] administrative fee. After 14 days, packages are non-refundable. Exceptions may be made at [your name]'s discretion for documented extenuating circumstances."
Template 3: Discovery call with deposit
"Discovery call policy , [Your name]
Discovery call deposit: A $[amount] discovery call fee is required at booking. This fee qualifies you for a [30/60]-minute coaching consultation to assess fit for a coaching engagement.
Application to coaching: If you move forward with a coaching package following the discovery call, the $[amount] discovery call fee will be applied toward your first payment.
Cancellation: Discovery calls cancelled with at least 24 hours notice will receive a full refund of the fee, or the fee may be applied to a rescheduled call.
No-show: Discovery calls missed without notice will result in the fee being retained."
How to present the policy professionally
For single-session bookings, the policy appears on your booking page before payment and in the booking confirmation. Clients who read the policy at both points have documented agreement.
For package clients, the policy is included in the coaching agreement, the contract that both parties sign before the package begins. Use the full version of Template 2 in the agreement. Include a brief summary in the welcome email that starts the coaching engagement: "Just a reminder that our session policy is included in your agreement, sessions cancelled within 24 hours count against your package. Please reschedule through [booking link] with as much notice as possible."
For discovery calls, include the cancellation terms in the booking confirmation: "Your discovery call is confirmed for [date] at [time]. The $[amount] fee is non-refundable within 24 hours of the call. If you need to reschedule, please contact me at [contact] before then."
Consistency across all three touchpoints, booking page, confirmation (and client agreement) creates the documented agreement that makes the policy enforceable and fair to apply.
Applying the policy without damaging the coaching relationship
The coaching relationship is built on trust, accountability, and honest reflection. When a client misses a session and the policy applies, the response should embody those same values, direct, non-punitive, and forward-focused.
For package clients: "Hi [name] , I noticed we didn't connect for our session today. That session has been counted against your package per our agreement. I'd love to make the most of our remaining time together, let's schedule your next session and pick up where we left off."
For single-session clients: "Hi [name] , I had our session prepared today and didn't hear from you. Per my cancellation policy, the session deposit has been retained. I'm here when you're ready to reconnect, reach out to schedule your next session."
Both messages are brief, factual, and re-engagement oriented. Neither apologizes for applying the policy. Neither lectures the client. The coaching relationship is served by clear accountability and the invitation to continue, not by pretending the missed session didn't happen.
The discovery call no-show: a specific scenario
Discovery call no-shows are a particular frustration because the prospect has demonstrated interest (they booked a call) but not commitment (they didn't show). For coaches who charge a discovery call deposit, the policy applies cleanly: deposit retained, brief message sent, offer to reschedule.
For coaches who offer free discovery calls: a no-show costs you 30 to 60 minutes of your time and the mental preparation for a call that didn't happen. The practical response is to send one brief rescheduling offer and then move on. "Hi [name] , I had your discovery call time held today and missed you. If you'd like to reschedule, here's my booking link: [link]. I'd love to connect." If they rebook, great. If they don't respond, they were not serious prospects. Do not chase.
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