Free template · Policy response · UK skin & aesthetic clinics
How to respond to late clients and no-shows
A policy reply should apply your existing policy — firmly, without blame, extra emotion, or added concessions you did not intend to make.
The structure to copy
Thank you for letting us know. Our policy for [situation] is [policy text]. Let us know if you'd like to rebook.
Example — late arrival
Thank you for letting us know. Our late arrival policy is [policy text]. If the appointment cannot go ahead within the remaining time, we can arrange a new appointment according to the policy.
The key is to apply the policy you already have. Don't add blame, defensiveness, discounts, or exceptions unless you have decided to offer them.
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