Short answer
You should take a 50% deposit for online bookings, or a flat rate that covers your basic costs. New clients and high-value services like colour corrections should always require 50% to secure the appointment. This protects your columns from late cancellations without deterring genuine clients.
The cost of an empty chair
When a client fails to show up for a three-hour colour appointment, it hurts. You aren't just losing the potential retail sale; you're paying for the stylist's time while they stand around cleaning mirrors or sweeping the floor.
A busy stylist brings in £50 an hour. If they have a three-hour gap because of a no-show, that's £150 gone from your till. A 50% deposit of £75 covers your basic overheads and ensures the day isn't a total loss.
When you introduce deposits, you don't need to apologise. Most clients already pay upfront fees for concert tickets, hotel bookings, or train journeys, so they understand why you need to secure your time. The ones who complain are usually the ones who would have left you waiting anyway.
Fixed sums versus percentages
Using a percentage works best for colour and chemical services because the prices vary depending on the length and thickness of the hair. A 50% deposit on a £180 balayage is £90, which covers the cost of the products and the stylist's time.
For standard cuts and blow-dries, a fixed sum is simpler. A flat £20 deposit on a £45 cut is enough to make clients think twice before skipping their appointment, without feeling like a financial barrier to booking.
Luminate lets you set deposits per service as a fixed sum or a percentage. If a client starts an online booking but doesn't pay the deposit, the booking automatically cancels itself after 30 minutes. This keeps your diary free for other clients.
Managing new versus regular clients
Regular clients who have been coming to you for years are your bread and butter. You don't want to make them feel untrusted by suddenly demanding card details over the phone.
You can set deposit rules that apply only to online bookings, which is where most no-shows happen. New clients booking online are the highest risk, so requiring a 50% deposit protects you from the people who book on a whim. Your regulars can still book their usual appointments over the phone without a deposit if you choose.
If you do take online payments, you'll pay a card processing fee of 2% plus 20p per transaction, with no monthly gateway fees. A £20 online payment costs 60p, and a £50 online payment costs £1.20. You only pay when you take an online payment, so there are no upfront costs.
What this means for your salon
Start by setting a 50% deposit for your longest, most expensive colour services and all online bookings. This protects your salon's diary where the financial risk is highest, without disrupting your phone bookings or regular clients. You'll quickly see your cancellation rate come down as clients commit to their appointments.