📋 BUSINESS POLICIES — TEMPLATES & PLANNING GUIDE

Clear business policies help customers understand what to expect before they purchase, book an appointment or pay a deposit.

This guide will help you think through common policies your business may need and provide sample wording you can customize for your own business.

You do not need every policy in this guide. A product-based business, service business, online store and appointment-based business may all need different policies.

📌 POLICIES WE'LL COVER

• Returns & Exchanges
• Refunds
• Deposits
• Appointment Cancellations & No-Shows
• Late Arrivals
• Rescheduling
• Order Processing Times
• Shipping & Delivery
• Lost, Stolen or Damaged Packages
• Custom & Personalized Orders
• Payment Policies
• Final Sale Items
• Customer Communication & Response Times
• Privacy & Customer Information
• Policy Exceptions

⚠️ BEFORE YOU CREATE YOUR POLICIES

Your business policies should be clear, reasonable and appropriate for the type of business you operate.

A policy does not automatically override consumer-protection laws, payment-platform rules, marketplace requirements or other laws that may apply to your business. For example, simply writing “NO REFUNDS” does not necessarily eliminate every situation in which a customer may legally be entitled to a refund or other remedy.

Use the examples in this guide as starting points, then customize them for your actual business practices.

💕 Mrs Gwen Tip:
The best time for a customer to learn your policy is before there is a problem. Put important policies where customers can reasonably see them before purchasing, booking or paying—not only after a disagreement happens.

Educational Resource Disclaimer:
This resource provides general business-planning information and sample wording. It is not legal advice and does not guarantee that a particular policy complies with every law, industry requirement, marketplace rule or payment-provider requirement that may apply to your business.

🔄 RETURNS & EXCHANGES

Use this policy for: Businesses that sell physical products and need to explain whether customers can return or exchange merchandise.

Before writing your policy, decide:

• How many days does the customer have to request a return or exchange?
• Must the item be unused, unworn, unopened or in its original packaging?
• Does the customer need a receipt or proof of purchase?
• Who pays return shipping?
• Are original shipping charges refundable?
• Are certain products excluded from returns?
• Do you offer refunds, exchanges, store credit—or a combination?
• When does the return period begin: purchase date, shipping date or delivery date?

✏️ SAMPLE RETURN & EXCHANGE POLICY

We want you to be satisfied with your purchase. Eligible items may be returned or exchanged within [number] days of [purchase/delivery].

To qualify, items must be [unused/unworn/unopened/in original condition] and include [original packaging/tags/receipt, if required].

Return Shipping: [Customer is responsible for return shipping / Business provides return label / Insert your policy.]

Original Shipping Charges: [Refundable / Non-refundable, except where required.]

The following items are not eligible for return or exchange: [list excluded products or categories, if applicable].

Once an eligible return is received and reviewed, [refund/store credit/exchange] will be processed according to our policy.

Please contact [email/contact information] before returning an item so we can provide the appropriate instructions.

🛍️ OPTIONAL — EXCHANGE-ONLY VERSION

Eligible items may be exchanged within [number] days of [purchase/delivery]. We do not offer refunds for change-of-mind purchases, except where otherwise required. Items must meet our return-condition requirements before an exchange can be approved.

🚫 DON'T JUST WRITE “ALL SALES FINAL”

If certain products truly are final sale, identify which products and explain that clearly before purchase. Also remember that a final-sale policy may not eliminate rights a customer has under applicable law or the rules of a marketplace or payment provider.

💡 Mrs Gwen Tip:
Write your return policy for the situations that can actually happen in your business. If you sell hair products, clothing, electronics, open-box merchandise, cosmetics or personalized items, your return conditions may need to be very different.

 

💵 REFUND POLICY

Use this policy for: Explaining when your business will issue a refund, what type of refund may be offered, and how approved refunds are processed.

Before writing your policy, decide:

• What situations qualify for a refund?
• Do customers receive a full refund, partial refund or store credit?
• Are deposits refundable or non-refundable?
• Are shipping charges included in the refund?
• How long will you take to review a refund request?
• How will approved refunds be issued?
• Are there products or services that are normally non-refundable?

✏️ SAMPLE REFUND POLICY

Refund requests must be submitted within [number] days of [purchase/delivery/service].

To request a refund, contact [email/contact information] and provide your [order number/receipt/appointment information] along with the reason for your request.

Refund requests will be reviewed according to our return, cancellation and other applicable business policies.

If a refund is approved, it will generally be issued to [the original payment method/store credit/other method].

Please allow [number] business days for us to process an approved refund. Your bank or payment provider may require additional time before the funds appear in your account.

Original shipping charges: [Refundable / Non-refundable, except where otherwise required.]

Return shipping: [Customer responsibility / Business responsibility / Explain your policy.]

The following are normally non-refundable: [list items, services, deposits or fees that apply to your business], except where otherwise required.

💳 IMPORTANT: REFUNDS & PAYMENT DISPUTES ARE NOT THE SAME THING

A customer requesting a refund directly from your business is different from a customer filing a chargeback or payment dispute with their bank, credit-card company, marketplace or payment provider.

If a dispute is filed, the payment provider may have its own rules and deadlines. Keep your receipts, tracking information, signed agreements, appointment records, customer communications and proof of your policies so you have documentation if you need to respond.

🚫 DON'T PROMISE “NO REFUNDS UNDER ANY CIRCUMSTANCES”

You may choose to limit refunds for certain purchases when appropriate, but your written policy does not necessarily override applicable laws, marketplace protections, card-network rules or payment-provider requirements.

💡 Mrs Gwen Tip:
Your return policy and refund policy should work together. A return explains whether merchandise can come back to you. A refund explains what happens to the customer's money. They are related, but they are not exactly the same thing.

 

💳 DEPOSIT POLICY

Use this policy for: Businesses that require customers to pay money upfront to reserve an appointment, begin a service, place a special order or secure a booking.

Before writing your policy, decide:

• How much is the deposit: a flat amount or percentage?
• What exactly does the deposit secure?
• Is the appointment/order confirmed before the deposit is paid?
• Is the deposit applied toward the final balance?
• Is the deposit refundable, non-refundable or refundable only under certain circumstances?
• Can a deposit be transferred to another appointment?
• What happens if the customer cancels?
• What happens if your business cancels?
• When is the remaining balance due?

✏️ SAMPLE DEPOSIT POLICY

A deposit of [amount/percentage] is required to secure your [appointment/service/order/booking].

Your [appointment/order/booking] is not confirmed until the required deposit has been received.

The deposit will be [applied toward your remaining balance / explain how the deposit is used].

The remaining balance of [amount or percentage, if known] is due [date/time — for example, at the appointment, before shipping or before work begins].

Cancellation: If you cancel [number] hours/days before your scheduled service or order begins, your deposit will [be refunded / be transferred once / remain non-refundable / insert your policy].

Late Cancellation or No-Show: [Explain what happens to the deposit.]

If Our Business Cancels: If we are unable to provide the confirmed service or order, the deposit will [be refunded / transferred to a new date at the customer's choice / explain your policy].

By submitting the deposit, you acknowledge the deposit terms provided at the time of booking or purchase.

🔄 OPTIONAL — ONE-TIME DEPOSIT TRANSFER

Deposits are normally non-refundable; however, a deposit may be transferred one time to a new appointment when the rescheduling request is received at least [number] hours/days before the original appointment. Additional rescheduling may require a new deposit.

⚠️ “NON-REFUNDABLE” SHOULD STILL BE CLEAR

If you call a deposit non-refundable, explain that before the customer pays it and state what the deposit is securing.

Also think through what happens when the business—not the customer—is unable to provide the agreed product or service. Your policy should not suggest that the business can simply keep a customer's money regardless of the circumstances.

💡 Mrs Gwen Tip:
Don't just tell customers “I need a $50 deposit.” Tell them what that $50 does. Does it reserve their appointment? Is it applied to their balance? When is the rest due? What happens if they cancel? Clear deposit terms can prevent a lot of confusion later.

📅 APPOINTMENT CANCELLATION & NO-SHOW POLICY

Use this policy for: Appointment-based businesses that reserve specific time for customers or clients.

Before writing your policy, decide:

• How much notice is required to cancel?
• What qualifies as a late cancellation?
• What happens to the customer's deposit?
• Is there a cancellation or no-show fee?
• Will a new deposit be required to rebook?
• How many no-shows will you allow before refusing future appointments?
• How should customers contact you to cancel?
• Will emergencies or special circumstances be handled individually?

✏️ SAMPLE CANCELLATION POLICY

We understand that plans sometimes change. If you need to cancel your appointment, please provide at least [number] hours/days notice.

Appointments cancelled with less than [number] hours notice will be considered a late cancellation.

For late cancellations, [deposit will be forfeited / cancellation fee of $___ will apply / insert your policy].

To cancel your appointment, please contact us by [text/email/phone/booking system] at [contact information].

If you would like to schedule another appointment, [a new deposit may be required / explain your rebooking policy].

🚫 SAMPLE NO-SHOW POLICY

A customer is considered a no-show when they do not arrive for a scheduled appointment and have not contacted us to cancel or reschedule.

In the event of a no-show, [deposit will be forfeited / no-show fee will apply / insert your policy].

A new [deposit/payment] may be required before another appointment can be scheduled.

Customers with [number] repeated no-shows may no longer be eligible to book future appointments with our business.

💕 OPTIONAL — ONE-TIME COURTESY

We understand that unexpected situations can happen. At our discretion, we may choose to make a one-time courtesy exception to the cancellation or no-show policy. A courtesy exception does not change the policy for future appointments.

⚠️ MAKE THE POLICY AVAILABLE BEFORE BOOKING

Whenever possible, customers should be able to review important cancellation, deposit and no-show terms before they complete their booking or submit payment.

If you charge a cancellation or no-show fee, make the amount or method of calculating that fee clear rather than surprising the customer afterward.

💡 Mrs Gwen Tip:
An appointment is more than a spot on your calendar—it's business time you've reserved for that customer. A clear cancellation and no-show policy helps protect that time while still giving customers a reasonable way to make changes when necessary.

⏰ LATE ARRIVAL POLICY

Use this policy for: Appointment-based businesses where a late customer can affect the schedule for the rest of the day.

Before writing your policy, decide:

• How many minutes late will you allow?
• Is there a grace period?
• Will the service be shortened if the customer arrives late?
• Can the appointment still be completed without affecting the next customer?
• At what point will the appointment need to be rescheduled or cancelled?
• What happens to the customer's deposit?
• Will another deposit be required to rebook?
• How should a customer notify you if they are running late?

✏️ SAMPLE LATE ARRIVAL POLICY

Please arrive on time for your scheduled appointment.

We allow a [number]-minute grace period for late arrivals. If you expect to be late, please contact us as soon as possible at [phone/text/contact method].

Customers arriving more than [number] minutes late may have their service [shortened/modified] when possible so that the next scheduled appointment is not delayed.

If there is not enough time remaining to properly complete the scheduled service, the appointment may need to be rescheduled or cancelled.

If an appointment must be cancelled because of a late arrival, [deposit will be forfeited / late cancellation policy will apply / insert your policy].

A new [deposit/payment] may be required before another appointment can be scheduled.

🕒 OPTIONAL — STRICT APPOINTMENT SCHEDULE

Because appointments are scheduled back-to-back, customers arriving more than [number] minutes latemay need to reschedule. We cannot extend an appointment into another customer's reserved time.

💕 OPTIONAL — WHEN YOU CAN STILL PROVIDE PART OF THE SERVICE

If time permits, we may offer a shortened version of the scheduled service. The original service price [will remain the same / will be adjusted according to the service provided — insert your policy].

⚠️ DON'T CREATE THE RULE AFTER THE CUSTOMER IS LATE

Decide your grace period and consequences ahead of time and make them available with your other appointment policies.

Also remember that your business should respect appointment times too. If you're running significantly behind, communicate with the customer instead of leaving them wondering when they'll be seen.

💡 Mrs Gwen Tip:
A grace period doesn't mean you have to let one late customer make you late for every customer after them. Set a reasonable limit, communicate it clearly, and protect the schedule you've created for your business.

🔄 RESCHEDULING POLICY

Use this policy for: Appointment or service-based businesses that allow customers to move an existing appointment to another date or time.

Before writing your policy, decide:

• How much notice is required to reschedule?
• How many times can the same appointment be rescheduled?
• Does the original deposit transfer to the new appointment?
• When will a new deposit be required?
• What happens if the customer reschedules at the last minute?
• How far into the future can an appointment be moved?
• How should customers request a new date?
• What happens if your business needs to reschedule?

✏️ SAMPLE RESCHEDULING POLICY

If you need to reschedule your appointment, please contact us at least [number] hours/days before your scheduled appointment.

When proper notice is provided, your appointment may be rescheduled to another available date and time.

Your existing deposit will [transfer to the new appointment / explain your deposit policy].

Appointments may be rescheduled [number] time(s) using the same deposit. Additional changes may require a new deposit.

Rescheduling requests received with less than [number] hours/days notice may be treated as a late cancellation and subject to our cancellation policy.

All new appointment dates are subject to availability.

📅 OPTIONAL — TIME LIMIT FOR USING A TRANSFERRED DEPOSIT

When a deposit is approved for transfer, the new appointment must be scheduled within [30/60/90 days or your chosen timeframe] of the original appointment date. After that period, a new deposit may be required.

🏢 IF THE BUSINESS NEEDS TO RESCHEDULE

Occasionally, we may need to reschedule an appointment because of an unexpected situation. If our business needs to make a change, we will contact you as soon as possible and offer available replacement dates.

Any deposit already paid will [transfer to the new appointment / be refunded if the customer does not wish to reschedule — insert your policy as appropriate].

⚠️ RESCHEDULING AND CANCELLING ARE DIFFERENT

A customer who gives proper notice and simply moves an appointment may be handled differently from someone who cancels at the last minute or doesn't show up at all.

Make sure your rescheduling, cancellation, no-show and deposit policies work together so customers aren't receiving conflicting information.

💡 Mrs Gwen Tip:
Allowing unlimited rescheduling can leave one appointment and one deposit hanging around for months. Decide ahead of time how many times you'll allow an appointment to be moved and how long a transferred deposit remains available.

 

📦 ORDER PROCESSING TIME POLICY

Use this policy for: Businesses that sell products online, ship orders, prepare items for pickup, or need time to process an order before it is ready.

Before writing your policy, decide:

• How many business days do you normally need to process an order?
• Do weekends and holidays count?
• Do custom or made-to-order items require additional time?
• Does processing time begin when the order is placed or when payment clears?
• Will customers receive a notification when the order ships or is ready for pickup?
• What happens during holidays, sales or unusually busy periods?
• How will customers be notified if processing takes longer than expected?

✏️ SAMPLE ORDER PROCESSING POLICY

Orders are normally processed within [number] business days after payment has been received and confirmed.

Business days do not include [weekends / holidays — customize as appropriate].

Processing time is the amount of time needed to prepare your order before it ships or becomes available for pickup.

Once your order has [shipped / become ready for pickup], you will receive [tracking information / pickup notification / other confirmation].

Orders placed during holidays, sales, special promotions or other high-volume periods may require additional processing time.

If an unexpected delay significantly affects your order, we will make reasonable efforts to provide an update using the contact information associated with your order.

🛍️ OPTIONAL — LOCAL PICKUP

Orders selected for local pickup are normally ready within [number] business days. Please wait until you receive a Ready for Pickup notification before arriving.

Pickup instructions, location and available pickup times will be provided with your confirmation.

🛠️ OPTIONAL — CUSTOM OR MADE-TO-ORDER ITEMS

Custom, personalized or made-to-order products require additional preparation time. Estimated processing time for these items is [timeframe].

Processing does not begin until [payment/deposit/design approval/required customer information] has been received.

🚚 PROCESSING TIME IS NOT SHIPPING TIME

Be very clear about this distinction:

Processing time = how long your business needs to prepare the order.

Shipping/transit time = how long the shipping carrier may take after receiving the package.

For example, “3–5 business days processing” does not necessarily mean the customer will receive the package within 3–5 business days.

⚠️ DON'T GUARANTEE A DATE YOU CAN'T CONTROL

If you don't control the shipping carrier, avoid wording that guarantees an exact delivery date unless your business can actually guarantee it.

Use terms such as “estimated delivery” when appropriate.

💡 Mrs Gwen Tip:
Customers are usually more patient when they know what to expect. If you need three business days to prepare an order, say that before they purchase. Don't make customers wonder why an order they placed yesterday hasn't shipped today.

🚚 SHIPPING & DELIVERY POLICY

Use this policy for: Businesses that ship physical products to customers.

Before writing your policy, decide:

• Which shipping carriers do you use?
• Which locations do you ship to?
• How are shipping charges calculated?
• Are any orders eligible for free shipping?
• Do you offer standard, expedited or express shipping?
• Will customers receive tracking information?
• Can customers change their shipping address after ordering?
• Do you require signatures for certain orders?
• Do you ship internationally?
• What happens if a package is returned because of an incorrect address?

✏️ SAMPLE SHIPPING POLICY

Orders are shipped to the address provided by the customer during checkout.

Please review your shipping address carefully before submitting your order. If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has entered processing or been transferred to the shipping carrier.

Processing Time: [Number] business days
Shipping Method(s): [USPS / UPS / FedEx / Other]
Estimated Transit Time: [Timeframe]
Shipping Cost: [Calculated at checkout / Flat rate / Free over $___ / Explain your policy]

When tracking is available, tracking information will be sent to [the email/phone number associated with the order] after the package has been shipped.

📍 CUSTOMER SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us because of an incorrect, incomplete or undeliverable address, the customer may be responsible for [additional shipping charges / explain your policy] before the order is shipped again, when permitted.

⚡ OPTIONAL — EXPEDITED SHIPPING

Expedited shipping may be available for an additional charge.

Choosing expedited shipping changes the carrier's shipping method but does not necessarily shorten our stated order-processing time unless specifically noted.

🌎 OPTIONAL — INTERNATIONAL SHIPPING

International customers may be responsible for applicable customs duties, import taxes or other chargesimposed by the destination country or carrier.

International delivery times may vary because of customs processing and other factors outside our control.

📦 DELIVERY ESTIMATES

Delivery dates provided by shipping carriers are generally estimates unless a specific guaranteed service applies.

Once an order has been transferred to the carrier, delays caused by weather, carrier operations, customs or other transit issues may be outside our direct control. We will provide available tracking information and assist with reasonable next steps when appropriate.

⚠️ SHIPPING POLICIES SHOULD NOT REMOVE EVERY RESPONSIBILITY

Avoid simply stating “Once it leaves our hands, we're not responsible for anything.”

Depending on the circumstances, applicable law, marketplace rules or payment-provider protections may still affect how a lost, damaged or undelivered order must be handled.

We'll address those situations separately in the next policy.

💡 Mrs Gwen Tip:
Always keep your tracking number and proof that the package was accepted by the carrier. If a customer later says an order wasn't received, you'll want documentation showing when, where and how the order was shipped.

📦 LOST, STOLEN OR DAMAGED PACKAGE POLICY

Use this policy for: Businesses that ship physical products and need a clear process when tracking shows a problem, a package arrives damaged, or a customer says the package was not received.

Before writing your policy, decide:

• How quickly should customers report a missing or damaged package?
• What information or photos will you request?
• Will you contact the carrier, or should the customer begin the carrier claim?
• Do you purchase shipping insurance?
• What will you do if tracking shows delivered but the customer cannot locate the package?
• How will you handle packages that are actually lost in transit?
• What happens when merchandise arrives damaged?
• Will the resolution be a replacement, refund, store credit or depend on the circumstances?

✏️ SAMPLE LOST PACKAGE POLICY

If your tracking information has not updated or your package appears to be lost in transit, please contact us at [email/contact information] with your order number.

We will review the tracking information and determine the appropriate next step, which may include contacting the shipping carrier or beginning a carrier claim.

Please allow any required carrier investigation or claim process to be completed when applicable.

Available resolutions may depend on the circumstances, shipping coverage, carrier findings and any applicable marketplace or payment-provider requirements.

🏠 TRACKING SAYS “DELIVERED,” BUT CUSTOMER CAN'T FIND IT

If tracking shows your package as delivered but you cannot locate it, please first check around the delivery area, mailbox, parcel locker, household members or neighbors who may have accepted the package.

You may also contact the shipping carrier for additional delivery information.

If the package still cannot be located, contact us at [contact information] so we can review the available information and determine the appropriate next step.

💥 SAMPLE DAMAGED PACKAGE POLICY

If your order arrives damaged, please contact us within [number] days of delivery.

Please provide:

• Your order number
• Photos of the damaged item
• Photos of the shipping box or mailer
• Photos of the shipping label
• A brief description of the damage

Please keep the product and original packaging until your claim has been reviewed, as the carrier or business may require additional information.

After reviewing the claim, available options may include [replacement/refund/store credit/other appropriate resolution].

📷 WHY PHOTOS MATTER

Photos can help show whether damage occurred during shipping and may be needed for a carrier or insurance claim.

Encourage customers to photograph the item, packaging and shipping label before throwing anything away.

⚠️ BE CAREFUL WITH “WE ARE NOT RESPONSIBLE AFTER SHIPPING”

Avoid a blanket statement that your business has no responsibility whatsoever once a package is given to the carrier.

The appropriate resolution can depend on what happened, applicable consumer protections, the shipping service purchased, marketplace rules and payment-provider requirements.

Your policy should explain the process for reporting and investigating the problem, rather than assuming every shipping problem automatically belongs to the customer.

💡 Mrs Gwen Tip:
A tracking number is important, but don't stop there. Keep proof of shipment, carrier acceptance, tracking information and customer communication together. Good records can make a big difference if you later have to respond to a missing-package claim or payment dispute.

🎨 CUSTOM & PERSONALIZED ORDER POLICY

Use this policy for: Businesses that create, alter, personalize, customize, special-order or make products specifically for an individual customer.

Before writing your policy, decide:

• What makes an order considered custom or personalized?
• Is a deposit or full payment required before work begins?
• When does the order become final?
• Can customers make changes after work has started?
• Is there a deadline for approving names, colors, sizes, designs or other details?
• What happens if the customer provides incorrect information?
• What is the estimated processing time?
• Can custom orders be cancelled?
• Are custom items eligible for return, exchange or refund?
• What happens if your business makes an error?

✏️ SAMPLE CUSTOM ORDER POLICY

Custom and personalized products are created specifically according to the information provided by the customer.

Before submitting your order, please carefully review all names, spelling, dates, sizes, colors, measurements, quantities, design selections and other customization details.

Custom orders require [full payment / a deposit of $___ / ___% deposit] before [materials are ordered / production begins / design work begins].

Estimated processing time is [number] business days/weeks after all required information, payment and approvals have been received.

Once production has begun, changes may [not be permitted / require an additional fee / depend on the stage of production].

✍️ OPTIONAL — CUSTOMER APPROVAL BEFORE PRODUCTION

When applicable, a proof, mockup or design preview will be provided before production.

The customer is responsible for reviewing the proof carefully and approving all details.

Production will not begin until approval is received.

Changes requested after approval may result in additional charges or require a new order, depending on how far production has progressed.

🚫 CANCELLATIONS, RETURNS & REFUNDS

Because custom and personalized products are made specifically for an individual customer, they may not be eligible for cancellation, return, exchange or refund once [materials have been purchased / customization has begun / final approval has been given], except where otherwise required or when the business is responsible for an error.

Please contact us at [contact information] if there is a problem with your custom order so we can review the situation.

❌ IF THE CUSTOMER PROVIDES INCORRECT INFORMATION

Customers are responsible for reviewing the customization information they submit.

If an item is produced according to information provided and approved by the customer, correcting customer-submitted errors may require [an additional charge / a replacement order / explain your policy].

🏢 IF THE BUSINESS MAKES THE ERROR

If your custom item does not match the final information or design approved for production because of an error made by our business, please contact us within [number] days of receiving the order.

We will review the issue and provide an appropriate resolution, which may include [correction/replacement/refund/other resolution] depending on the circumstances.

📌 CUSTOM DOESN'T AUTOMATICALLY MEAN “NO REFUNDS EVER”

It may be reasonable to restrict change-of-mind returns on something made specifically for one customer, but that doesn't mean every possible problem can automatically be labeled non-refundable.

A defective item, business error, incorrect item or other covered issue may need to be handled differently under applicable laws or platform/payment-provider rules.

💡 Mrs Gwen Tip:
With custom orders, get the details in writing. Don't rely only on a phone conversation about the color, size, spelling, design or price. Written confirmation gives both you and the customer something to refer back to if there is a disagreement later.

💳 PAYMENT POLICY

Use this policy for: Any business accepting payment for products or services.

Before writing your policy, decide:

• What payment methods do you accept?
• When is payment due?
• Do you require full payment upfront or allow deposits?
• Do you offer payment plans?
• What happens if a payment is declined?
• When is an order or appointment considered confirmed?
• Are unpaid orders or appointments automatically cancelled?
• How will past-due balances be handled?
• Do you charge any permitted late fees?
• Are taxes, shipping or other charges included in the displayed price?

✏️ SAMPLE PAYMENT POLICY

Payment is required [at checkout / before service / at appointment / according to the agreed payment schedule].

We currently accept [credit/debit cards, cash, approved digital payment methods, financing options or other methods].

Orders, appointments or services requiring advance payment are not considered confirmed until the required payment or deposit has been successfully received.

Customers are responsible for reviewing the price, applicable taxes, shipping charges, deposits and other disclosed charges before completing payment.

If a payment is declined or cannot be processed, the order or appointment may remain unconfirmed until another approved payment method is provided.

📆 OPTIONAL — PAYMENT PLAN POLICY

When a payment plan is offered, the customer will receive the payment amount and due dates before agreeing to the plan.

Failure to make a scheduled payment may result in [the order being placed on hold / service being paused / cancellation / other action permitted under your agreement].

Any applicable late fees or other charges will be disclosed in advance and assessed only when permitted.

💵 OPTIONAL — BALANCE DUE FOR SERVICES

A deposit of [amount/percentage] is required to reserve your appointment or service.

The remaining balance is due [before the appointment / at the beginning of the appointment / upon completion / other timeframe].

Please review our separate Deposit, Cancellation and Rescheduling Policies for additional information.

🧾 PROVIDE & KEEP PAYMENT RECORDS

Whenever appropriate, provide customers with a receipt, invoice or payment confirmation and keep your own business records showing what was purchased, the amount paid and the date of payment.

This can be especially helpful when handling refunds, order questions or payment disputes.

🔐 PROTECT CUSTOMER PAYMENT INFORMATION

Do not keep customers' full credit-card numbers, security codes/CVV numbers, PINs or other sensitive payment credentials in your own notes, spreadsheets or customer files.

Use a reputable, secure payment processor for card transactions rather than collecting or storing sensitive card information yourself.

⚠️ DON'T ADD SURPRISE FEES AFTER THE CUSTOMER AGREES TO BUY

Customers should be able to understand the charges associated with their purchase before completing payment.

If your business charges deposits, service fees, late fees, shipping charges or other costs, clearly disclose them when applicable rather than adding unexpected charges later.

Also remember that payment processors, marketplaces and financing providers may have their own rules regarding fees, refunds, disputes and payment plans.

💡 Mrs Gwen Tip:
Keep your payment policy, deposit policy and refund policy consistent. If one page says a deposit is refundable and another says it's non-refundable, you've created confusion before a problem even happens.

🏷️ FINAL SALE ITEMS POLICY

Use this policy for: Businesses that sell certain products or services that are not normally eligible for return or exchange because of their condition, category, customization, discount status or other clearly disclosed reason.

Before writing your policy, decide:

• Which products or services will be considered final sale?
• Why are those items final sale?
• How will customers know an item is final sale before purchasing?
• Will clearance or deeply discounted merchandise be final sale?
• Are custom or personalized products final sale?
• Are opened, used, hygiene-sensitive or perishable items restricted from return?
• How will you handle defective, damaged or incorrectly shipped merchandise?
• Are there marketplace or payment-provider rules that may affect your policy?

✏️ SAMPLE FINAL SALE POLICY

Certain products may be designated FINAL SALE and are not normally eligible for return or exchange for change-of-mind purchases.

Final-sale items may include [clearance merchandise / custom products / personalized items / opened products / hygiene-sensitive products / other applicable categories].

When an item is final sale, this designation will be disclosed before purchase whenever reasonably possible, including on the product listing, checkout information, invoice, receipt or other applicable location.

Please review product descriptions, measurements, photos and other available information carefully before purchasing a final-sale item.

If you receive an item that is damaged, defective, incorrect or materially different from what was ordered, please contact us at [contact information] within [number] days so we can review the situation.

💲 OPTIONAL — CLEARANCE & DISCOUNTED MERCHANDISE

Items marked Clearance, Closeout or Final Sale are not normally eligible for return or exchange because of a change of mind, incorrect size selection or other buyer-preference reason.

Any known condition issues will be disclosed when appropriate before purchase.

📦 OPTIONAL — OPEN-BOX, SHELF-PULL OR CUSTOMER-RETURN MERCHANDISE

This one could be especially useful for members who sell liquidation or resale merchandise:

Certain merchandise may be sold as open-box, shelf-pull, customer-return, liquidation or previously handled inventory.

These items may have damaged or missing packaging, cosmetic imperfections, signs of handling or other disclosed condition differences.

Please review the item's description, photos and disclosed condition carefully before purchasing.

Items specifically identified as FINAL SALE are not normally eligible for return because of a condition that was clearly disclosed before purchase. However, other rights or remedies may still apply depending on the circumstances and applicable requirements.

⚠️ “FINAL SALE” DOESN'T MEAN YOU CAN IGNORE EVERY PROBLEM

There is an important difference between:

“I changed my mind and don't want it anymore.”

and

“You sent me the wrong item,” “The item was not as described,” or “The product arrived damaged.”

Your final-sale policy should not imply that simply putting FINAL SALE on a product automatically eliminates every customer remedy that may exist under applicable law, marketplace rules or payment-provider requirements.

👀 MAKE FINAL SALE EASY TO SEE

Don't hide an important final-sale restriction deep inside a long policy page when you can reasonably disclose it closer to the purchase.

For example, you might place FINAL SALE in the product description, near the price, on the invoice or wherever customers are likely to see it before completing the transaction.

💡 Mrs Gwen Tip:
If there's something unusual about the merchandise, tell the customer before they buy it. Clear descriptions, good photos and honest condition disclosures can prevent many problems before a return or dispute ever happens.

💬 CUSTOMER COMMUNICATION & RESPONSE TIME POLICY

Use this policy for: Any business that communicates with customers through email, text messages, phone calls, social media, website messages or other communication channels.

Before writing your policy, decide:

• What is your preferred way for customers to contact you?
• What are your normal business hours?
• How quickly do you normally respond?
• Do weekends and holidays count toward your response time?
• Will you answer business questions through personal social-media accounts?
• What happens when a customer sends the same message through several different platforms?
• Where should customers send urgent order or appointment questions?
• How will you handle abusive or threatening communication?

✏️ SAMPLE COMMUNICATION POLICY

We appreciate your messages and will make reasonable efforts to respond to business inquiries within [number] business hours/days.

Business Hours: [Days and hours]
Preferred Contact Method: [Email/text/website contact form/phone]
Contact Information: [Email/phone/website]

Messages received outside normal business hours, on weekends or on holidays may be answered on the next business day.

For questions regarding an existing order or appointment, please include your [order number / appointment date / full name / other appropriate information] so we can assist you more efficiently.

📱 OPTIONAL — SOCIAL MEDIA MESSAGES

Social-media messages and comments may not be monitored as frequently as our primary business contact method.

For order, payment or appointment questions, please contact us through [preferred contact method]rather than relying on comments or direct messages.

📩 OPTIONAL — MULTIPLE MESSAGES

Sending the same inquiry through multiple communication channels may not result in a faster response.

Whenever possible, please use our preferred contact method and allow the stated response time before sending additional messages.

🕐 RESPONSE TIME IS NOT THE SAME AS RESOLUTION TIME

A business may be able to respond to a customer within 24 hours without being able to completely resolve the issue within 24 hours.

For example, you may need additional time to investigate a shipment, contact a vendor, review an order or wait for information from a payment provider.

If additional time is needed, let the customer know that the issue is being reviewed rather than leaving them without an update.

🚫 OPTIONAL — DISRESPECTFUL OR ABUSIVE COMMUNICATION

We are committed to communicating with customers respectfully and professionally, and we ask for the same courtesy in return.

Abusive, threatening, harassing or excessively inappropriate communication may result in the conversation being limited to necessary business matters or moved to a documented communication method.

This does not eliminate any obligations the business may otherwise have regarding an existing order, payment or customer issue.

⚠️ DON'T PROMISE 24/7 AVAILABILITY UNLESS YOU ACTUALLY PROVIDE IT

Being a business owner doesn't mean customers should expect an immediate response at all hours.

Choose a realistic response timeframe that you can consistently manage and clearly tell customers where they should contact you.

💡 Mrs Gwen Tip:
You don't have to answer every message the minute it arrives to provide good customer service. Set a reasonable response time, give customers one reliable way to reach you, and be consistent.

🔐 PRIVACY & CUSTOMER INFORMATION

Use this policy for: Any business that collects customer information such as names, email addresses, phone numbers, shipping addresses, appointment details or other information needed to conduct business.

Before writing your policy, decide:

• What customer information does your business collect?
• Why do you collect it?
• Where is the information stored?
• Who has access to it?
• Do you use customer information for marketing?
• Do you share information with shipping carriers, payment processors or other service providers?
• How can customers contact you with privacy questions?
• How long do you need to keep certain business records?

✏️ SAMPLE CUSTOMER INFORMATION STATEMENT

We collect customer information that is reasonably necessary to process orders, provide services, schedule appointments, communicate with customers and operate our business.

Information we may collect includes [name, email address, phone number, billing/shipping address, order information, appointment information and other information voluntarily provided by the customer].

Customer information may be used to:

• Process and fulfill orders
• Schedule and manage appointments
• Provide customer service
• Send order or service updates
• Maintain necessary business records
• Communicate about products, services or promotions when permitted

We may provide necessary information to service providers that help us operate our business, such as payment processors, shipping carriers, website providers or other business-service providers, when appropriate.

📧 MARKETING COMMUNICATIONS

Promotional emails or text messages will be sent according to the communication preferences and permissions applicable to our business.

Customers may use the available unsubscribe or opt-out method for promotional communications when applicable.

🔐 PROTECT CUSTOMER INFORMATION

Only collect information you actually need for legitimate business purposes.

Avoid unnecessarily storing highly sensitive information in ordinary notes, spreadsheets, text messages or customer files.

In particular, businesses generally should not independently store customers' full payment-card numbers, CVV/security codes, PINs or account passwords. Use appropriate secure systems and payment processors for sensitive transactions.

📸 CUSTOMER PHOTOS, REVIEWS & TESTIMONIALS

If your business wants to use customer photos, before-and-after pictures, testimonials or other customer content for advertising or social media, consider whether you need the customer's permission before using it.

Don't assume that because a customer sent you a photo privately, you automatically have permission to use it publicly for marketing.

⚠️ THIS SAMPLE IS NOT A COMPLETE LEGAL PRIVACY POLICY

This section helps members think about how they handle customer information, but it should not be presented as a complete privacy policy guaranteed to satisfy every privacy law.

A business's actual privacy requirements can depend on where it operates, where its customers are located, what information it collects, how the information is used, and the platforms or services it uses.

If your website or e-commerce platform provides privacy settings or policy tools, review those separately and keep them updated for your actual business practices.

💡 Mrs Gwen Tip:
Just because a customer gives you information to complete a transaction doesn't mean that information should be used for anything you want. Collect what you need, protect what you keep, and be thoughtful about how customer information, photos and contact details are used.

⭐ POLICY EXCEPTIONS

Use this policy for: Helping your business handle unusual circumstances when you decide to make an exception to one of your normal policies.

Sometimes situations happen that don't fit neatly into a written policy. You may decide to make a reasonable exception—but it helps to think through how and when exceptions will be made.

Before deciding how you'll handle exceptions, consider:

• Who has authority to approve an exception?
• What circumstances might justify one?
• Will exceptions be reviewed individually?
• How will you document an exception?
• Could making the exception create an expectation for future transactions?
• Are you treating customers consistently and fairly?
• Does another law, marketplace rule or payment-provider requirement apply?

✏️ SAMPLE POLICY EXCEPTION STATEMENT

We understand that unusual circumstances may occasionally arise.

Requests for exceptions to our standard business policies may be reviewed on a case-by-case basis.

Approval of an exception is not guaranteed and may depend on the individual circumstances, the type of transaction, the status of the order or service, and other relevant information.

When an exception is approved, it applies only to the specific situation for which it was granted and does not automatically change our standard policy for future transactions.

Nothing in this policy is intended to limit any rights or remedies that may otherwise apply under applicable requirements.

💕 OPTIONAL — ONE-TIME COURTESY EXCEPTION

As a customer-service courtesy, we may occasionally approve a one-time exception to one of our standard policies.

A courtesy exception does not automatically create the same exception for future purchases, appointments or transactions.

📝 DOCUMENT YOUR EXCEPTIONS

If you make an important exception, keep a simple record of:

Customer/Order: [Name or order number]
Date: [Date]
Normal Policy: [What normally applies]
Exception Made: [What you agreed to do]
Reason: [Brief explanation]
Approved By: [Name, if applicable]

This can be especially helpful when issuing a special refund, transferring a normally non-transferable deposit, waiving a fee or making another significant exception.

⚠️ BE CONSISTENT & FAIR

Having discretion doesn't mean policies should be applied unfairly or arbitrarily.

Avoid making decisions based on protected characteristics or other improper reasons. When similar situations occur, try to use similar standards for deciding whether an exception is appropriate.

Also remember: something required by applicable law or another governing requirement is not simply a courtesy exception to your policy.

🚫 DON'T ARGUE “I DID IT FOR YOU LAST TIME”

If you made a special exception for a customer previously, clearly identify it as an exception when you make it.

For example:

“We're making a one-time courtesy exception in this situation. Our regular [refund/cancellation/deposit/etc.] policy will apply to future transactions.”

That makes your decision much clearer than quietly ignoring your own policy.

💡 Mrs Gwen Tip:
Policies give your business structure, but you can still use good judgment when an unusual situation deserves individual review. If you make an exception, document it and make it clear that it was an exception—not a permanent change to your policy.

✅ BEFORE YOU PUBLISH YOUR BUSINESS POLICIES

You've reviewed the most common policies a small business may need. Now it's time to decide which policies actually apply to your business and customize them before publishing.

You do not need to use every policy in this guide. A retail store, online seller, service provider and appointment-based business will naturally have different needs.

📋 FINAL POLICY CHECKLIST

Before publishing your policies, make sure you have:

✓ Replaced all [bracketed information] with your actual business information

✓ Removed sample wording or policies that do not apply to your business

✓ Checked that your returns, refunds and final-sale policies do not contradict each other

✓ Checked that your deposit, cancellation, rescheduling and late-arrival policies work together

✓ Clearly stated important deadlines, such as number of days, hours or processing times

✓ Explained any fees, deposits or other charges customers should know about

✓ Included the correct business contact information

✓ Reviewed your policies for spelling, dates, amounts and other errors

✓ Made important policies available before customers purchase, book or pay whenever reasonably possible

✓ Reviewed any marketplace, website, booking platform or payment-provider rules that apply to your business

✓ Removed statements that make promises your business cannot realistically keep

✓ Saved a copy of your current policies for your business records

📍 WHERE SHOULD YOU PUT YOUR POLICIES?

Depending on your business, your policies may appear on your:

Website • Product Pages • Booking Page • Checkout Information • Invoices • Contracts or Agreements • Order Confirmations • Appointment Confirmations • Receipts • Business Location

You don't necessarily need to put every policy everywhere. The goal is to make important terms reasonably available before they become an issue.

🔄 REVIEW YOUR POLICIES AS YOUR BUSINESS CHANGES

Your first policies don't have to remain your policies forever.

As your business grows, you may change your services, products, shipping methods, payment options, booking procedures or platforms.

Set aside time periodically to review your policies and ask:

Does this still describe how my business actually operates?

If the answer is no, it's probably time for an update.

⚖️ REMEMBER — A BUSINESS POLICY IS NOT ABOVE THE LAW

Writing something into your policy does not automatically make it enforceable or override applicable laws, consumer protections, marketplace requirements, payment-provider rules or contractual obligations.

The sample wording in this guide is intended to help you think through and organize your business practices. It should be customized for your business, and professional legal guidance may be appropriate when your situation requires it.

💕 MRS GWEN'S FINAL TIP

Don't copy a policy just because another business uses it.

Your policies should describe how YOUR business actually operates.

A good policy answers the questions your customer is most likely to ask:

What can I expect from this business?
What does this business expect from me?
And what happens if something doesn't go as planned?

When both sides understand those answers before money changes hands, you've already prevented many of the problems that policies are designed to address.

📌 EDUCATIONAL RESOURCE DISCLAIMER

This guide provides general business-planning information and sample policy wording for educational purposes. It is not legal advice and does not guarantee that any sample policy complies with every federal, state or local law, industry requirement, marketplace rule, payment-provider requirement or contractual obligation that may apply to a particular business.

Business owners should customize their policies for their actual operations and seek qualified professional guidance when appropriate.

📥 KEEP A COPY OF YOUR BUSINESS POLICIES GUIDE

Want to keep this guide handy while creating or updating your business policies?

Download the complete Business Policies — Templates & Planning Guide to save on your computer or device, or print it for your business binder.

It includes all 15 policy-planning sections, customizable sample wording, Mrs Gwen Tips and the final policy checklist in one convenient guide.

DOWNLOAD THE BUSINESS POLICIES GUIDE →