If you run a small, independent business, you'll know this feeling all too well.
In just the last couple of months, I've had clients attempt to cancel or postpone bookings at least three times — blaming everything from a lack of participants to a sudden change of decision at the top. And every single time, that cancellation email lands in your inbox, your heart sinks a little.
Unlike large corporations, small businesses cannot easily absorb the loss of income from a date that's been set aside — and very likely, work that's been turned down to protect it.
It's incredibly tough to navigate, especially when the requests come from regular or large corporate clients who might gently lean on you to just "let it go." But fair is fair.
Can you imagine if it was the other way around?
How I Handle It
To keep things fair and balanced, I always try to work with my clients:
- 🗓️ Goodwill gesture — I'll allow a reschedule if a new date can be arranged within the exact same month.
- 🤝 Mitigating the loss — If another like-for-like booking comes in to fill that specific date, the original invoice is completely waived.
Every client is treated equally, and payment for cancelled events is required as per my terms and conditions. That's not about being difficult — it's about respecting the business I've built.
Setting Boundaries Is Not the Same as Not Caring
There does not need to be a signed contract for your terms and conditions to stand. What matters is that clients are made aware of your policies — and that you hold to them consistently, regardless of who the client is.
Setting boundaries doesn't mean you don't care. It simply means you respect your business enough to protect it.
To My Fellow Small Business Owners
I'd love to know — how do you handle last-minute cancellations? Are you confident explaining why you need to secure income for cancelled events? Do your terms and conditions feel solid?
We all need to be confident in our value and our policies. You've built something worth protecting.
(Update: I'm pleased to say two new dates have been arranged with one client, and another confirmed their event is still going ahead. The third — we'll see what tomorrow brings. 🙏)