Why Cancellation Policies Matter and How to Bring One In To Your Business
- Tori Lynn Crowther
- Mar 8, 2025
- 4 min read
Why Cancellation Policies Matter
Running a professional dog walking business means juggling busy schedules, unpredictable weather, and the occasional last-minute change of plan. While flexibility is part of the job, frequent short-notice cancellations can quickly chip away at your income and create unnecessary stress. That’s why having a clear, well-communicated cancellation policy is essential—not only to protect your time, but also to set fair expectations and keep your business running smoothly.
1. Your Time Is Your Product
Dog walking is a service-based business. When a client cancels at short notice, you’ve lost a valuable booking slot that could have been offered to another client. Whether the walk goes ahead or not, you’ve allocated that time in your schedule—so it has value.
2. Professional Boundaries Build Respect
A clear cancellation policy signals that you run a professional operation. Clients take your service more seriously when they know you have structure, consistency, and expectations in place. Boundaries reduce the chances of misunderstandings and help prevent clients taking advantage of your flexibility.
3. Predictable Income Helps You Plan
Short-notice cancellations add up. They can make your income unstable and make long-term planning difficult. A cancellation policy adds a layer of financial protection so your business remains sustainable—no matter how unpredictable the day-to-day might be.
4. It Keeps Things Fair
Some clients are naturally considerate; others might assume that cancelling “just this once” won’t matter. A written policy ensures everyone is treated equally and understands the rules from the outset.
Key Elements of an Effective Cancellation Policy
1. Define Your Timeframes
Most professional dog walkers use one of the following frameworks:
24-hour notice required for cancellations or amendments
50% fee for cancellations within 24 hours
100% fee for cancellations on the day
Full fee charged once the walk has commenced or you’ve arrived at the property
Choose the structure that fits your business model, your demand level, and your client base.
2. Include What Counts as a Cancellation
Clients may not always know what qualifies as a cancellation. Clarify whether each of the following is included:
Switching times on the day
Cutting a walk short because the dog won’t go out
Not being home to hand over the dog
Dog being away at daycare or with family
Lack of access to the property
Clarity prevents awkward conversations later.
3. Address Illness and Emergencies
It’s compassionate (and professional) to allow reasonable exceptions, such as:
Genuine emergencies
Sudden illness
Severe weather warnings
You can also offer optional “goodwill waivers”—but only at your discretion, not as an expectation.
4. State How Cancellations Should Be Made
To avoid “I thought a text was enough”, specify your preferred method:
Text only
App booking system
Email
Phone call
And be clear about your business hours for responding.
5. Repeating Patterns Need Boundaries
If a client regularly cancels last minute, it’s okay to:
Charge the full fee
Only offer prepaid blocks
Release their slot to another client
Your schedule has value—protect it.
How to Introduce a Cancellation Policy to Clients
1. Put It in Your Onboarding Pack
Include it in your welcome email, service agreement, and terms and conditions.
2. Highlight It in Person
A quick conversation during the meet-and-greet helps reinforce it.
3. Send a Gentle Reminder
If you’re updating your policy, announce it with plenty of notice and explain why it’s needed. Most clients are understanding once they realise short-notice cancellations genuinely affect your business.
Tips to Encourage Fewer Cancellations
Offer regular clients set weekly slots—they’re more likely to stick to them.
Use automated reminders through booking apps.
Provide backup options, such as a shorter garden visit instead of a full walk.
Create prepaid packages that encourage commitment.
A Good Cancellation Policy Protects Everyone
At its heart, a cancellation policy isn’t about being strict—it’s about fairness, clarity, and professionalism. It ensures your time is respected, your income is protected, and your clients know exactly what to expect.
By communicating clearly, keeping your policy consistent, and applying it with confidence, you build a stronger, more sustainable dog-walking business.
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About Tori Lynn C. & The Dog House
Welcome to The Dog House — my cosy corner of the TLC Canine Crusaders Business Hub. I’m Tori Lynn C., the founder of TLC Dog Walking Limited, mentor to professional dog walkers, and lifelong advocate for dogs and the people who care for them. With over 17 years of hands-on experience in the industry, my mission is to guide you through the realities of running a successful, sustainable dog walking business — from client care and safety to wellbeing, confidence, and professional growth.
The Dog House is where I share the honest, behind-the-scenes conversations we all need: the tricky moments, the funny bits, the business lessons, and the mindset work that keeps us thriving rather than merely surviving. Whether you're just starting out or scaling up, you’ll always find support, guidance, and a friendly nudge forward here.
You’re never alone in this journey — you’re part of a community of canine crusaders.
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