How to Handle No-Shows and Cancellations as a Coach

Create a Clear Cancellation Policy

Every coach needs a written cancellation policy. Not a vague understanding. A clear, documented policy that every client sees before they book.

Cancellation Policy Templates

24-Hour Policy (standard):

• Cancellations 24+ hours before: Full refund or free reschedule.
• Cancellations under 24 hours: No refund. Session credit at the coach's discretion.
• No-shows: No refund. Full session fee charged.
• Late arrivals: Session ends at the scheduled time. No extension.

48-Hour Policy (for premium sessions $300+):

• Cancellations 48+ hours before: Full refund or free reschedule.
• Cancellations 24-48 hours before: 50% fee charged. Remaining 50% credited toward a future session.
• Cancellations under 24 hours: No refund.
• No-shows: No refund. Full session fee charged.

Where to Display the Policy

1. Booking page. Clients should see it before they click "Book."
2. Confirmation email. Include it in the booking confirmation sent immediately after scheduling.
3. Reminder emails. A simple line: "Need to reschedule? Please let me know at least 24 hours in advance."
4. Client agreement. If you use a coaching agreement or intake form, include it there.

Language That Works

Avoid language that sounds like a threat. Instead of "You will be charged the full fee for no-shows," try:

"I reserve your session time exclusively for you, and I prepare specifically for our work together. To respect both our schedules, I ask for at least 24 hours notice if you need to cancel or reschedule. Cancellations with less than 24 hours notice are non-refundable, though I'm happy to offer a session credit when possible."

This frames the policy around mutual respect rather than punishment.

Set Up a Reminder Sequence

Most no-shows aren't intentional. People forget. They double-book themselves. A solid reminder sequence catches 70-80% of potential no-shows before they happen.

The Ideal Sequence

Immediately after booking: Confirmation email with session details, video call link, and cancellation policy.

48 hours before: First reminder with date, time (with timezone), video call link, and a note about what to prepare. This is your early warning system. If the client needs to reschedule, they still have time to do it within your cancellation window.

2 hours before: Final reminder. Keep it short. Just the time and the link to join. This prevents "I completely forgot" no-shows.

5 minutes after start time (if they haven't joined): A quick "Our session started at [time]. Are you on your way?" nudge.

Automate Everything

You should not be sending these manually. Platforms like Talkspresso send automated reminders at the right intervals. Confirmation goes out at booking, reminders go out before the session, and the video call link is included every time. You set it up once and never think about it again. If you have not connected your calendar yet, start with setting up a Google Calendar booking system, which is what makes automated availability and conflict-free scheduling possible.

SMS reminders have 98% open rates compared to 20-30% for email. If your platform supports SMS, turn them on for the 2-hour reminder.

Require Payment at Booking

This is the single most effective change you can make. Requiring payment when a client books drops your no-show rate dramatically.

When a session is free, there's no financial consequence to skipping it. When they've paid $150, they show up.

Full prepayment cuts your no-show rate by 75% or more compared to free sessions.

Implementation by Session Type

Paid sessions: Require full payment at booking. This is the default on Talkspresso and most modern platforms. No payment, no booking.

Discovery calls with high no-show rates: Charge a small deposit ($25-50) that gets credited toward their first paid session if they book. This filters out people who aren't serious while keeping the barrier low.

Complimentary sessions: Require a credit card on file without charging it. The act of entering payment information creates psychological commitment. No-show rates for complimentary sessions with a card on file are roughly half those without.

Build a Rescheduling Policy

A smart rescheduling policy converts would-be no-shows into completed sessions.

Rescheduling vs. Refund Decision Matrix

The "One Free Pass" System

Every client gets one late cancellation or no-show forgiven, no questions asked. After that, the standard policy applies. This handles genuine emergencies gracefully and gives you clear ground to stand on for repeat behavior.

When you use the pass: "No worries at all. I've rescheduled your session to [new date]. Just a heads-up that going forward, cancellations within 24 hours are non-refundable per my booking policy."

Make Rescheduling Easy

The harder it is to reschedule, the more likely a client is to just skip the session. If rescheduling requires emailing you and waiting for a reply, many clients won't bother. Self-service rescheduling through your booking platform turns a potential no-show into a rescheduled session with zero effort on your part.

Consider Strategic Overbooking

Airlines overbook because they know a percentage of passengers won't show. Coaches can apply a lighter version of the same logic.

This isn't about double-booking yourself. It's about managing your availability to account for expected cancellations.

If you have 20 session slots per week and a 15% cancellation rate, you can expect about 3 cancellations weekly. Three strategies:

1. Maintain a waitlist. When a cancellation happens, offer the slot to someone waiting.
2. Open a few extra "flex" slots. Open 22-23 slots instead of 20, knowing 2-3 will cancel.
3. Batch discovery calls on high-cancellation days. If Mondays have the highest cancellation rate, schedule free discovery calls there. If they no-show, you lose a discovery call, not a paid session.

This works when your no-show rate is above 10% and you have a waitlist. Skip it if your rate is already below 5% or if the stress of potential overlap isn't worth it.

Handle Chronic No-Show Clients

Some clients cancel repeatedly despite your policies. Address it directly.

After the second no-show: "Hey [Name], I noticed our last two sessions didn't work out. I want to make sure our coaching time is productive for you. Going forward, I'll need to enforce my standard cancellation policy. Would it help to find a different day or time that works better?"

After the third no-show: "[Name], the repeated cancellations are making it difficult to maintain your slot. I'd love to continue working together, but I need to ask that future sessions are prepaid. Does that work?"

If a client continues to no-show after direct conversations and policy enforcement, it may be time to part ways. Your time is better spent with someone who's committed.

The Complete No-Show Prevention System

Here's everything working together:

At booking: Require payment or deposit. Display cancellation policy. Send instant confirmation.

48 hours before: Automated email reminder with date, time, timezone, and call link. Include a reschedule prompt.

2 hours before: Automated reminder (SMS if available). Just the time and join link.

At session time: If the client doesn't join within 5 minutes, send a nudge. Wait 10-15 minutes, then move on.

After a no-show: Follow up ("I missed you today. Hope everything is okay."). Reference the cancellation policy. Offer to reschedule based on your policy.

Monthly: Check your no-show rate. Identify patterns by day, time, and client type. Adjust accordingly.

Tools That Make This Easy

Managing all of this manually is possible with 5 clients. At 15-20 clients per week, it's a second job.

Talkspresso automates the critical pieces: clients pay when they book, automated reminders go out before every session, and rescheduling is handled through the platform. Session recordings and AI-generated summaries are included, so even your post-session follow-up is streamlined.

Whatever tool you use, make sure it covers:

• Payment collection at booking
• Automated email reminders (24 hours and 2 hours before)
• Self-service rescheduling for clients
• Session tracking so you can measure your no-show rate

The Bottom Line

No-shows don't have to be part of your coaching business. The coaches who struggle with cancellations are almost always missing one or more of these: a clear policy, automated reminders, or payment at booking.

Implement all three and your no-show rate will drop from the 20-40% range to well under 10%. That translates to thousands of dollars in recovered revenue per year and a schedule you can actually rely on.

Start with the highest-impact change: require payment when clients book. Then add your cancellation policy and reminder sequence. Within a month, no-shows will go from a constant headache to a rare exception.

See the full feature breakdown on Talkspresso for Coaches, or read our step-by-step guide for creators selling paid video calls.

Start accepting paid bookings on Talkspresso (free to set up) →

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