---

The “Awkward” Conversation: A Guide to Managing Cancellations and Fees for Indian Therapists

We’ve all been there. You’ve prepped for a session, reviewed your notes, and settled into your chair with a hot cup of chai, only to receive a WhatsApp message five minutes after the start time: “Sorry, something came up. Can we reschedule for tomorrow?”

In the Indian context, talking about money can feel particularly tricky. We value “log kya kahenge” (what will people say) and often worry that being firm about a cancellation fee might seem “un-therapeutic” or cold. But here’s the truth: Your time is your most valuable clinical tool. When a slot goes empty, it’s not just lost income, it’s a missed opportunity for another client on your waitlist.

Setting boundaries isn’t just “business”, it’s part of the therapeutic process. It teaches clients about commitment and mutual respect. Let’s look at how you can handle this with grace and professionalism.

1. Why You Need a Written Policy (Yesterday)

Relying on “verbal understandings” is a recipe for burnout. Whether you are using specialized software for therapists or a simple PDF, your policy should be the first thing a client sees.

What to include:

• The Window: Most Indian practitioners find a 24-hour notice period works best.
• The Fee: Will you charge 50% or the full 100%? (Pro-tip: A 100% fee for no-shows is standard in many urban private practices).
• The “One-Time” Grace: Many therapists allow one “emergency” skip per year. This keeps the relationship human-centered while maintaining the boundary.

2. Having the “Money Talk” Without the Cringe

The best time to talk about fees is during the intake, not after the first missed session.

Try this script: “I want to ensure we both value the time we’ve set aside. My policy is that sessions cancelled with less than 24 hours’ notice incur the full fee. This helps me keep my practice sustainable and ensures I can offer that slot to someone else in need. Does that feel okay to you?”

By framing it as “sustainability” rather than “penalty,” you shift the perspective from punishment to partnership.

3. Automating the “Enforcer” Role

If you find it hard to ask for money manually, let technology do it for you. Using therapy software for solo practitioners like PractiPal can take the “awkward” out of the equation.

For example, when a client books through a dedicated counselling management software, they can be required to check a box agreeing to your terms. PractiPal simplifies this by sending automated reminders 24 hours before the session. Often, that “nudge” is all a client needs to remember their appointment or cancel within the allowed window.

4. How to Handle the “But it was an Emergency!”

Life happens, especially in India. Traffic jams, sudden family visits, or internet outages are common.

• Assess the “Why”: Is this a pattern or a one-off?
• Use your Income Dashboard: Tools like therapist management software allow you to track your income and see how many “waived fees” are actually costing you at the end of the month. You might be surprised to see how those “small favors” add up to a significant loss.

5. Transitioning to Digital: It’s Not Just for Gen Z

Many therapists in India are hesitant to move away from paper diaries. However, therapy private practice software isn’t just for tech-savvy youngsters. It’s for anyone who wants to spend more time with clients and less time chasing payments.

With a platform like PractiPal, you can see your entire week’s schedule, track which invoices are pending, and even see which clients have a habit of cancelling late. It brings a level of data-driven insight to your practice that a physical diary simply can’t match.

---

💡 Frequently Asked Questions (FAQs)

---

Ready to Simplify Your Practice?

Try PractiPal, a powerful, intuitive platform designed for modern therapists.

👉 Join as a Founding Member today and get early access to PractiPal!