No-Show vs. Late Cancellation
These two situations get lumped together, but they're different. A late cancellation is when a client tells you — later than your notice window allows — that the visit won't happen. A no-show is when nobody tells you anything: you show up as scheduled, and the visit can't happen because of an access or communication breakdown.
If you already have a cancellation policy, a no-show policy fills the gap it doesn't cover — situations where the client didn't actively cancel, but the visit still couldn't happen.
What Counts as a No-Show
| Situation | No-Show? |
|---|---|
| Lockbox code doesn't work, client unreachable | Yes |
| Home alarm triggers, can't safely enter, client unreachable | Yes |
| Client texts 10 minutes before to cancel | Late cancellation, not a no-show |
| Dog isn't home (boarded, at vet) and walker wasn't told | Yes |
| Walker is running late but completes the visit | No |
A Simple No-Show Policy Template
A no-show occurs when [Your Business Name] arrives for a scheduled visit and is unable to complete it due to an access issue, missing dog, or other circumstance outside our control, and the client cannot be reached within [timeframe, e.g., 10 minutes].
In the event of a no-show: [Your Business Name] will attempt to contact the client via [methods] and document the situation. The visit will be billed at [full rate / reduced rate / no charge], consistent with time set aside for the booking.
Repeated no-shows: If no-shows occur repeatedly with the same client, [Your Business Name] reserves the right to [require updated access information / pause service / discuss alternative arrangements].
This is a starting template, not a legal document. Whether and how much to charge for a no-show is a business decision — there's no universal standard, and what's reasonable can vary by local norms and your own policies.
Handling a No-Show in the Moment
When you arrive and something's wrong — the code doesn't work, the dog isn't there, the alarm is going off — a calm, consistent response helps:
- Try to contact the client through your usual channels (text, call, app message)
- Wait a reasonable amount of time if your schedule allows — but don't let it derail your other bookings
- Document what happened — time you arrived, what you tried, any response — while it's fresh
- Move on to your next booking if you can't resolve it, and follow up with the client afterward
If something seems seriously wrong (alarm going off, signs of a break-in, dog missing), trust your judgment about next steps — this falls into the territory covered in our emergency protocol guide.
Reducing How Often They Happen
Most no-shows trace back to access issues — a code that changed, a key that was moved, a lockbox that wasn't restocked. A few habits help:
- Confirm access details periodically, especially after any gap in service
- Send a reminder before the visit that includes a quick "let me know if anything's changed"
- Keep access notes up to date in your client records — see our key and lockbox management guide
Documenting No-Shows Automatically
When a no-show happens, having a record — what was scheduled, what happened, when you reached out — makes it much easier to handle billing and any follow-up conversation fairly and consistently. Keeping that documentation attached to the booking itself, rather than scattered across texts, means you can refer back to it if questions come up later.
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