Having a clear and well communicated cancellation policy is essential for your fitness business. When your clients need to cancel, try using these cancellation policy best practices to help them feel supported and listened to. You CAN do this while ALSO maintaining your cancellation policy.
Your goal should be to ensure that every interaction—especially during a client’s difficult moment—feels supportive, understanding, and aligned with your business mission. Try focusing on how you will continue to serve your clients rather than what they missed.
Cancellation Policy Best Practices
Our Communication Goals
Avoid reminding clients of the cancellation policy while they are cancelling. They know it—and emphasizing it during a difficult moment only adds to frustration.
Keep the tone warm, understanding, and positive.
Focus on solutions and how we continue to support their goals, even when they can’t be present.
Validate their situation and emotions.
Use present tense when applicable to show immediacy and relevance.
Sample Language for Common Scenarios
Client: “Hi, this is Joe. I’m not feeling well. I need to cancel my session today with Nick.”
Response: “Oh no, Joe! I’m so sorry you’re not feeling well—hope you’re on the mend soon. In the meantime, is there anything Nick can work on for you so that when you’re feeling better, you’ll have a program ready to go at home?”
Client: “My kid got sick today and I have to stay home. I’m really bummed to miss my session with Nate.”
Response: “Oh, poor kiddo! I hope they’re feeling better soon. Nate would be happy to do a virtual workout with you today if that helps. Do you have any equipment at home, or should he plan something bodyweight-only? Would Zoom or FaceTime work better for you?”
Client: “I just had a family emergency and have to cancel my session with Emily. I hope you’re not going to charge me. This was out of my control.”
Response: “I’m really sorry to hear that—hoping everything is okay. Even though you aren’t able to make your session today, Emily will still use that time to support your progress. She’s reviewing your file, updating your program, or researching ways to keep you on track. She’ll fill you in at your next session.”
Phrases for Offering Alternatives or Solutions
“Here’s what we can do for you…”
“Would you be open to exploring some alternative solutions?”
“We have a few options available that might work for today…”
“I have a few suggestions to help navigate this.”
“I’d like to present some potential solutions for your consideration.”
These approaches help diffuse tension, show empathy, and keep the focus on the client’s well-being and success.
Yours in health, fitness & business,
Sherri McMillan
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