Mobile sauna has fewer cancellations than soft play (adults are more reliable than kids' parties), but more weather risk (outdoor, cold-season). Here's the framework.
The four cancellation types
1. Customer cancels with 14+ days notice
Refund balance, keep deposit. Standard. The slot is releasable.
2. Customer cancels 7-14 days out
50% refund of total. Slot is harder to rebook in this window.
3. Customer cancels under 7 days
No refund. You've prepped wood / fuel, blocked the date, possibly turned away other inquiries. Bake into booking confirmation.
4. Weather cancellation
Sauna actually thrives in cold weather, but extreme conditions (heavy snow, ice storm, wind warnings) require cancellation. Two policies:
- One-time free reschedule within 6 weeks if you initiate cancellation.
- If client wants to cancel for weather you'd run in: standard 7-day policy applies.
The 48-hour confirmation
"Confirming your sauna session at [address] on [day], setup at 4 PM for 5 PM start. Anything to know?" Catches:
- Address typos
- Setup access issues (no driveway, narrow gate)
- Group size changes
- Forgotten waivers
You-cancel scenarios
Equipment malfunction, you got sick, double-booked. Don't half-effort it — sauna with a broken stove kills the experience.
Script: "Sorry, [issue] just came up. I'll refund in full + 25% credit toward future booking. Can I help find another operator I trust?" Honesty + the credit usually saves the relationship.
The deposit foundation
50% non-refundable at booking. Without it, every cancellation is 100% loss. With it, you've collected half + can rebook.
Building reschedule slack
Block one weekend slot per peak month for rain-date / reschedule absorption. Without buffer, a Saturday cancellation tanks the week's revenue.
The bottom line
50% non-refundable deposit, 14/7-day tiered cancellation, 48-hour confirmation, weather rain-date once. Booking software handles all of this.