How to Set a Cancellation Policy That Feels Respectful—but Still Protects Your Time
If you’re a new PMHNP in private practice, here’s something no one told you:
Clients will cancel.
Some will no-show.
And unless you’ve got a clear policy in place, you’re going to end up frustrated, overbooked, and underpaid.
But the moment you think about charging a late fee or enforcing a policy, the guilt creeps in.
“What if they think I only care about money?”
“What if they get upset and leave a bad review?”
“What if they can’t afford it?”
Let’s pause.
Your time is valuable.
Your boundaries are valid.
And you’re allowed to protect both without apologizing for it.
Here’s how to create a cancellation policy that feels good for you and sets clear expectations for your clients.
Step 1: Choose a Policy You Can Actually Enforce
Start with something simple and consistent. For example:
24-hour cancellation notice required
Late cancels or no-shows are charged the full session fee
You can adjust based on your schedule, your client population, and what feels fair, but the key is clarity. If your policy is too flexible, it becomes hard to uphold.
Ask yourself:
Can I say this policy out loud without flinching?
Can I enforce it consistently across all clients?
Does this protect my time and energy?
If the answer is yes, it’s a good starting point.
Step 2: Put It in Writing (Everywhere)
Your policy should be:
In your intake forms
In your informed consent
On your website (if applicable)
In your initial welcome email
This isn’t about being rigid. It’s about avoiding confusion later.
Clients don’t remember what you said verbally during intake. When it’s written down and signed, there’s no gray area.
Step 3: Practice Saying It Out Loud
This is where most new providers get stuck. They know the policy, but when the moment comes to enforce it, they soften the language or avoid it altogether.
Here’s a simple script to practice:
“As a reminder, I have a 24-hour cancellation policy in place. Since the cancellation was within that window, the full session fee still applies.”
That’s it. No long explanation. No over-apologizing. Just calm, clear communication.
If you get pushback, stay grounded. You can be compassionate without backing down.
Step 4: Decide on Your Exceptions (Before You're Pressured)
You can make exceptions when life happens. But don’t make that decision in the moment out of guilt. Decide in advance:
Do you allow one “freebie” per year?
Do you waive fees for emergencies only?
Do you offer telehealth instead of canceling?
Consistency matters. If you bend for one person and not another, resentment builds.
Step 5: Remember Why You’re Doing This
Boundaries aren’t cold. They’re caring.
A clear cancellation policy:
Respects your time
Models consistency for your clients
Keeps your schedule sustainable
Prevents burnout
Inside Strong Roots, we help new PMHNPs set these policies before they run into problems. Because boundaries aren’t something you fix later. They’re something you build from the start.
And you’re not a bad provider for holding them. You’re a responsible business owner.
You can be warm and firm.
Compassionate and clear.
Available and protected.
You don’t have to pick one.
If you’re feeling stuck or unsure where to start, come join us inside Strong Roots Mentorship. We take you step by step from ground zero to seeing patients and beyond, without the overwhelm.