Appointment cancellation message: 11 templates to copy

How do you write an appointment cancellation message?

When the business has to cancel

The customer kept their side. Say sorry once, give the reason in a line and offer new times in the same message.

1. 1. The professional is not available

   When to use: The person who would see the customer is sick or had to leave.

   Hello [Name], this is [Business]. I am sorry: [Professional] cannot work on [date], so we have to cancel your [time] appointment.
   
   I can offer you [new date and time 1] or [new date and time 2]. Which one is better for you?

   Copy

2. 2. We have to close for the day

   When to use: Something unexpected closes the business on the same day.

   Hi [Name], [Business] here. We have to close today because of [reason], and your [time] appointment cannot happen. We are sorry for the short notice.
   
   Can I move you to [new date] at the same time?

   Copy

3. 3. A problem at the location

   When to use: There is no power, no water or the room cannot be used.

   Hello [Name]. We have a problem at our location today ([problem]) and we cannot see customers safely.
   
   Your appointment on [date] at [time] is cancelled. Please tell me which day suits you this week and I will hold the first open time for you.

   Copy

4. 4. Bad weather or no transport

   When to use: A storm, a flood or a strike makes it hard for the team or the customer to arrive.

   Hi [Name], this is [Business]. Because of [weather or situation], we are cancelling all appointments on [date], yours at [time] included.
   
   You do not lose anything. Write back when it is easier for you and we will book a new time.

   Copy

5. 5. We made a booking mistake

   When to use: Two customers were booked for the same time and one has to move.

   Hello [Name]. I owe you an apology: we booked two people for [time] on [date] by mistake, and I need to move your appointment.
   
   I kept [new time 1] and [new time 2] open for you. Which one do you want?

   Copy

When the customer cancels

Confirm fast, so they know you read it, and leave the door open for a new booking.

1. 6. Confirming the customer cancelled

   When to use: The customer told you in time that they cannot come.

   Thank you for telling us, [Name]. Your appointment on [date] at [time] is cancelled and there is no charge.
   
   When you want to book again, just send a message here.

   Copy

2. 7. Cancelled too late, with a fee

   When to use: The customer cancels after the notice time in your policy, and a fee applies.

   Hi [Name], I cancelled your appointment on [date] at [time].
   
   Because it was cancelled with less than [notice time] of notice, our policy charges [fee]. I can send you the payment details, or add it to your next visit. Which do you prefer?

   Copy

3. 8. Cancelled too late, fee waived this time

   When to use: It is the first late cancellation and you choose not to charge.

   No problem, [Name]. Your [time] appointment on [date] is cancelled.
   
   Our policy asks for [notice time] of notice, but this time there is no fee. Next time, please tell us earlier so we can give the time to someone else.

   Copy

After a missed appointment, and the policy

1. 9. The customer did not come

   When to use: The time passed and the customer did not arrive or write.

   Hello [Name], we waited for you today at [time] and did not see you. I hope everything is fine.
   
   Would you like a new time? I have [new date and time 1] and [new date and time 2].

   Copy

2. 10. Cancellation policy, sent with the booking

   When to use: Right after a booking, so the rule is known before it is needed.

   One more thing about your booking, [Name]: if you cannot come, please tell us at least [notice time] before. After that, we charge [fee] because we cannot fill the time.
   
   Thank you for understanding.

   Copy

3. 11. Asking for a deposit after repeated cancellations

   When to use: The same customer cancelled or missed several times and wants to book again.

   Hi [Name], happy to book you again. Since the last appointments were cancelled, we now ask for a deposit of [amount] to hold the time. It comes off the price on the day.
   
   Shall I send you the payment details?

   Copy

Five rules for a cancellation message

• Write the date and the time of the appointment. "Your appointment" is not enough for someone who has two.
• Give the reason in one line. A long explanation reads like an excuse.
• Offer new times in the same message. Do not make the customer ask.
• Send it as soon as you know. Each hour of delay is an hour the customer could have used to plan.
• If a fee applies, say the amount and where the rule is written. Never mention a fee the customer was not told about before.

How to send a cancellation message automatically

Save it as a quick reply. The WhatsApp Business app has quick replies, made for texts you send often. WhatsApp explains them on its own help page: How to use quick replies. Save each message from this page once, then change the name, the date and the time before you send.

A saved text still needs you to open the chat, find the customer and press send. On a day when the business closes without warning, that is one message for every customer on the list.

Let an AI agent answer. An AI agent on your WhatsApp number reads what the customer wrote and answers with the information you gave it: your hours, your prices, your rules. You write the rule once, in plain words, and the agent uses it in every conversation. A person on your team can step in at any time.

Whatever you use, the decision to cancel an appointment that the business made should stay with a person. The automatic part is the answer to the customer who writes asking to cancel.

Questions people ask

More message templates