What are the best practices for setting and enforcing cancellation policies in photography contracts?

With any creative services job, some kind of contract should be in place. Things can and do happen, and having a document in place provides a safety net to protect both you and the client. It is within this contract that you can outline your cancellation policy, and remember that although there will be industry standards, you can identify a policy that works best for you. From a client side, for me I stipulate that I will make every effort to attend a job, but should anything come up that makes it impossible to attend, the client will be entitled to a refund but nothing more. From my side, I outline a cancellation window and what the client is entitled to by way of a refund depending on the timescale (i.e. one month's notice = 50% refund).

In the world of portrait photography, a cancellation policy can be a lifeline. Picture this: You've blocked out a day, set up your studio, and maybe even turned down other jobs, only for a client to cancel last-minute. Without a solid cancellation policy, you're left with an empty studio and an even emptier wallet. It's about valuing and respecting your work and time. A well-defined policy also sets a professional tone, telling clients that you're serious about your craft and their commitment.

Your cancellation policy should be as unique as your photography style. Think about what works for you. Maybe it's a non-refundable retainer to hold the date, or maybe a sliding scale refund depending on how close to the shoot they cancel. This approach not only respects your time but also encourages clients to commit. Some studios consider exceptions for genuine emergencies also.

Clarity is key here. Your policy should be clear and as detailed as you can make it. Make sure it's front and center in your contract, and don't shy away from reminding clients about it during your pre-shoot consultation. Think of it as setting the scene: the better they understand the script, the smoother the shoot.

I try to be reasonable when it comes to enforcing a cancellation policy. One the one hand I want any other potential clients to know that my time and that of my team is valuable. At the same time there are circumstances that warrant some consideration. Open communication with the client is important. At the same time it's important not to allow clients to take advantage of you by being too generous with your policy. If a client cancels, be firm but fair.

Build a connection that makes cancelling hard. From the get-go, engage with your clients. Send them a sneak peek of the magic you create in your studio, or a personalized message about how excited you are for their session. Make them feel invested in the experience, not just the outcome. If you do this the clients will likely only cancel when it's absolutely necessary.

Consider special circumstances. While having a standard cancellation policy is essential, it's also important to consider special circumstances that may warrant exceptions. Assess each situation on a case-by-case basis and be open to making reasonable accommodations when warranted. This shows your empathy and understanding of clients' unique situations. And keep records. Maintain clear records of all cancellations and any actions taken in response to cancellations. This will aid in resolving any disputes and provide a track record should similar situations arise in the future.

The strongest method for preventing cancellations happen is to collect a non refundable retainer, which is a stronger legal commitment than a deposit, when booking the session. For most incidents I am in favor of kindness and generous handling of reuse of the retainer for a future date or even returning it under certain extreme but understandable circumstances. Policy wise, for the rare no show without notice, the cancellation policy and retainer is fully enforced.