Salon deposit and cancellation policy in Ireland: a fair, clear guide
No-shows and last-minute cancellations cost Irish salons real money, especially on long colour and occasion appointments. A deposit and cancellation policy can help, but only if it is clear, fair and agreed before the client books. Here is how to set one up in line with Irish consumer law.
Updated 9 October 2026 · Dublin Salon Desk Kit
Why a written policy matters
Without a written policy, every missed appointment becomes a negotiation at the desk or in the DMs. With one, you can point to what the client agreed. A good policy also changes behaviour: clients who know a deposit is at stake are more likely to let you know when they can't come.
What Irish consumer law says about deposits
The Competition and Consumer Protection Commission (CCPC) explains that paying a deposit means the business and the consumer are making a contract. Both should agree the service, the deposit amount, when the balance is due and the date of the service. The CCPC also says that, generally, a business does not have to refund a deposit if the consumer simply changes their mind, unless the terms allow it.
That cuts both ways. If you cannot provide the service you agreed, for example you cancel the appointment, the client can ask for the deposit back.
Your policy is part of the contract, so it must also be fair. The CCPC's guidance for businesses on unfair terms, under the Consumer Rights Act 2022, says contract terms must be in plain language, not hidden in small print, and must clearly explain cost implications such as cancellation fees. Its list of terms that may be unfair includes making a consumer pay a high level of compensation when they end a contract, and requiring excessive advance payments.
If clients book online, the CCPC says businesses must give clear information before the purchase, including any conditions that apply to deposits. This guide is general information, not legal advice.
Five rules for a fair policy
- Show it before the client books, on your booking page with a tick box, not only at the desk.
- Keep the deposit proportionate. A modest deposit on long services is easier to defend than charging the full price of a missed appointment.
- Give a reasonable notice period, such as 24 or 48 hours, and make cancelling easy.
- Be even-handed. If you cancel, refund the deposit in full or move it to a new date the client chooses.
- Allow discretion for genuine emergencies, and say so.
Which services need a deposit?
Most salons do not need deposits for every booking. Start by tracking no-shows for a month: client, service, value and whether they were a new or regular client. Many salons find the problem is concentrated in:
- long colour, extensions and occasion appointments
- new clients booking online for the first time
- peak dates such as December Saturdays, debs and wedding season
Target deposits at those, and leave your loyal regulars alone.
Sample wording to adapt
Deposits and cancellations
We ask for a €20 deposit to book colour, extensions and any appointment over 90 minutes. It comes off your bill on the day.
If you need to cancel or move, please give us at least 48 hours' notice by phone, text or the link in your confirmation. We'll move your deposit to your new appointment or refund it.
If you cancel with less than 48 hours' notice or don't attend, we keep the deposit to cover the time we held for you. We'll always consider genuine emergencies.
If we have to cancel, we'll refund your deposit in full or move it to a time that suits you.
The amounts and notice period are examples. Set your own, based on your services and what a missed slot costs you.
Where to show the policy
- Your booking page (Fresha, Phorest, Treatwell, Booksy, Timely or your own site), with a tick box to agree
- The booking confirmation and reminder messages
- Your website and social media bios
- A short sign at reception
For phone and DM bookings, say the key line when you confirm: "Just so you know, we need 48 hours' notice to cancel, or we keep the €20 deposit."
Taking and recording deposits
- Use a method that gives both of you a record: your booking app's deposit feature, a card payment or a bank transfer with a reference.
- Send a receipt or confirmation showing the amount and the policy.
- Note on the booking whether the deposit was paid, used, moved or kept.
The CCPC advises consumers to get deposit conditions in writing and keep a receipt, so clients may well ask. Having it ready looks professional.
When a client misses an appointment
Stay calm and consistent. Send a short message the same day:
Hi Aoife, we missed you at 2pm today. Hope all is OK. As per our booking policy, your €20 deposit covers the missed appointment. Would you like to rebook? Here's the link.
If a client disputes it, listen. A genuine emergency deserves goodwill, and a regular client is worth more than one deposit. Apply the policy consistently otherwise, so it means something.
Reminders do most of the work
Many no-shows are simply forgotten appointments. A confirmation when the client books and a reminder 24 to 48 hours before, with an easy way to cancel or move, will prevent more no-shows than any deposit.
The booking and no-show policy pack (€14) has three policy levels, booking-page wording, reminder texts, a reception sign and a no-show log for Irish salons.
Get the free Monday sheet
The Dublin salon owner's Monday sheet has a section for last week's no-shows and late cancellations, with the value and whether a deposit was kept, so you can see what they really cost. One printable A4 page, free, no email needed.
Frequently asked questions
Can a salon keep a deposit if a client cancels in Ireland?
Generally, yes, if the client agreed to clear terms before booking and the amount is fair. The CCPC says a business does not usually have to refund a deposit if the consumer changes their mind, unless the terms allow it.
How much deposit should a salon take?
Keep it proportionate to what a missed appointment costs you. Many salons use a modest fixed deposit for long services rather than charging the full price.
What if the salon cancels the appointment?
If you cannot provide the service you agreed, the client is entitled to ask for the deposit back. Refund it in full or move it to a time the client chooses.
More guides
- Salon pricing per minute: how Irish salons can price every service
- A weekly checklist for salon owners in Ireland
- All guides
General information, not legal, tax or professional advice. Rules change, so check the official sources linked above before you rely on them.