Some clients will take advantage of you, they will cancel appointments 10 mins before they are due to start, they will be late, or they will simply ‘forget’ and not turn up to your session, or not be at home when you arrive. This is not so much of an issue for group sessions, where the effects of the loss of a fee from a single client is lessened by the fees paid by your other clients, but on one-on-one sessions the effect is critical.
A “Late, no-show and cancellation agreement” is designed to make sure this doesn’t happen, or, if it does, it makes sure that you still get paid. Ensure that your clients read, understand, and sign the document.
I am pretty understanding with my clients, and don’t enforce this with decent clients that pay month in month out, but it’s there in writing should you need to use it.
What to include in your agreement:
- What constitutes ‘late’; is it 5 mins, 30 mins?
- What the consequences are for failing to comply: forfeit of the session fee? 50% forfeit?
- How much notice is required to cancel a session.
- What your client should do if they have a legitimate emergency.
If you take payment at the time of the session it is very difficult to enforce your agreement. For this reason I prefer to charge a session in advance.
You can find a Late, No-Show, and Cancellation Agreement template in the Personal Trainer Business Forms and Templates pack for you to customise to your needs.