A clear cancellation policy is what separates a sustainable practice from one losing €100-300/month in empty slots.
Reasonable cancellation deadlines
- > 24h: free.
- 12-24h: 50%.
- < 12h or no-show: 100%.
Charges
- Prepaid packs: deduct from pack.
- Charge in next session.
- Documented human exceptions.
Indicative template
"Cancellations more than 24h in advance have no cost. Less than 24h or no-shows: 100%. Justified cases will be assessed."
How to communicate it
- Include in informed consent.
- Explain the why.
- Firm but kind tone.
- Automatic reminder 48h and 24h before.
Automate with software
Good clinical software automates reminders, marks no-shows and generates a charge in the next invoice.
Legal aspects
- The charge must be agreed in writing.
- Cannot exceed the reasonable session cost.
- Force majeure: not charged.
Mistakes that cost money
- No written policy.
- Applying to some yes, others no.
- Not sending reminders.
- Not charging when due.
- Too harsh policy (48h+).
Preguntas frecuentes
Common questions about cancellation policy.
Is it legal to charge for a cancelled session?
Yes, as long as it's agreed in writing in the informed consent.
How much advance notice is reasonable?
Most common in Spain is 24 hours.
Do I charge a patient with 5 cancellations even with a pack?
Yes, late cancellations consume from the pack.
Can I apply the policy to a new patient on the first?
Only if the policy was provided when booking.
How to handle force majeure?
Apply professional criterion: documented illness, family emergency.