As natural disasters occur and disrupt plans, we understand how challenging it can be to navigate conversations with your clients about rescheduling events or adapting policies for in-person meetings. To support you during these times, we’ve created email templates to help address some of the most common scenarios you may encounter with your clients.
All you need to do is copy and paste the template into your emails (or create a HoneyBook email template) to save time and sound professional. Just make sure to update any bolded fields; adjust the copy to reflect your business practices and online contract clauses; and use the copy for the client scenario that applies to you.
Pro Tip: If a force majeure event has occurred, you must follow what your contract’s force majeure clause states (and seek specific advice from a lawyer if you have questions). Under force majeure circumstances, whether or not you have to refund the retainer is a grey area. Review your contract language to better understand your options.Â
Here’s what to say when…
- You want to proactively prevent cancelations
- You want to be proactive in reassuring clients
- Your client asks to reschedule or cancel
- You need to reschedule due to a force majeure event
- You want to send existing clients revised contracts with new protection clauses added in
- Your client cancels
When you want to prevent cancelations proactively
Following a natural disaster, you may face cancelation requests from clients. To avoid cancelations yet accommodate your clients, you can reach out to proactively offer support and options for postponement or rescheduling.
Copy/Paste Template:
Proactively Preventing Cancelations
Hi XX,
Following recent events, I wanted to check in to make sure you and your loved ones are safe and doing ok.
I also want to take this opportunity reassure you that I’ll do whatever it takes to make your [event name] a success, whether that’s modifying it to meet your needs or rescheduling it if you’d like to postpone. Whatever works best for you, I’m here to help.
Your safety and well-being, and making sure we figure out the best way to make your event memorable, are my top priorities.
Let’s schedule a call to discuss how you’re feeling and the best path forward.
Warmly,
XX
When you want to be proactive in reassuring clients
The last thing you want to do is wait until your clients are so concerned about the situation that they reach out to you. This template helps you proactively reach out to your clients, letting them know that your business is prepared to respond to the natural disaster and that you plan to fulfill your role at their event.
This course of action also allows you to get ahead of any questions or concerns your client may have, increasing your chances of minimizing cancelations or disputes.
Copy/Paste Template:
Reassuring Clients
Hi XX,
I hope planning your [insert event name here] has been going smoothly! I wanted to check in and see how you were doing in light of the recent [natural disaster]. I know how stressful [event name] planning can be, and this certainly doesn’t help!
I wanted to assure you that I remain committed to supporting your [event name] and that my business and I are prepared to meet your needs. I’m closely monitoring updates from local authorities and relevant organizations, staying informed about any potential impacts, and making contingency plans to ensure everything runs as smoothly as possible. My priority is to remain flexible and responsive to your needs during this time.
I’d love to know how you’re feeling about the situation. Are there any questions or concerns about your event I can help address? Please don’t hesitate to reach out.
Thanks,
XX
When your client asks to reschedule or cancel
In the event that a client asks about rescheduling or canceling their event, we recommend trying to reschedule for a later date as a best practice to minimize lost revenue for your business. This template helps guide clients to reschedule. But please note, this is not provided as a substitute for legal advice.
If you have any questions about this template or your contract as it relates to your specific business, please contact a licensed attorney.
Copy/Paste Template:
Client Asks to Reschedule or Cancel
Hi XX,
I’m sorry that [natural disaster] is affecting your [event] and that you’re thinking of rescheduling or canceling altogether. This is a stressful and uncertain time and I’m here to work with you to figure out the best next steps. I’d encourage you to review our contract, as that includes all the details, but I can also give you an overview of what to expect moving forward.
I’d recommend rescheduling for a more suitable date, and these are the steps to do so:
Rescheduling:
[insert your rescheduling policy here]
(Example rescheduling policy language: If you reschedule more than 90 days before your event date, and I can rebook that date, then you will receive credit for everything paid so far. If this happens, we will need to sign a new contract. If your event is rescheduled more than 90 days before the event date and I do not rebook the date, then the retainer will be forfeit, but you will receive credit for everything paid so far. A new contract will also be needed in this scenario. If you choose to reschedule, the credit will be applied to an event within 12 months after the original date.)
However, if you would like to cancel altogether, as per contract here are the next steps.
Cancelations:
[insert your cancelation policy here]
(Example cancelations policy language: If you decide to cancel within 90 days of the {event} then you will forfeit the retainer, and also be responsible for paying the remainder of the package price. I’m happy to work with you on a payment plan if need be. If you decide to cancel more than 90 days before the {event} you forfeit the retainer and only be required to pay the remainder of the package cost if I am not able to re-book your date. If your original date is re-booked, you will not have to pay the remaining cost of the package.)
Please let me know if you have any questions as I know this is not the easiest situation to navigate. Again, I’m so sorry that this [natural disaster] is affecting your [event] in this way.
Best,
XX
When you need to reschedule due to a force majeure event
Hopefully, it never comes to this, but if a force majeure event should occur (as outlined in your force majeure contract clause), the impacted party of the force majeure event needs to notify the other party. Here’s copy you could use to notify your clients, letting them know what your process is to move forward.
Make sure to show them that you’re flexible and happy to work with them to reach the best solution for everyone. Also, be sure to read the note in this post’s intro to learn more about whether or not you can keep the deposit.
Copy/Paste Template:
Rescheduling Due to Force Majeure
Hi XX,
I wanted to check in regarding the [insert force majeure event] and make sure you and your loved ones are ok. Under our contract, this qualifies as a force majeure event, which means I will not be able to provide my services at your [event name] at this time.
Please rest assured that I’d love to work with you to reschedule your [event name] to a later date within the next [insert time period (12 months is common)]. If you do choose to work with me again at a later date, your retainer would be transferred to your future event date and a new contract would need to be signed.
If a mutually agreed upon date cannot be reached, you may cancel and forfeit only the retainer, but not incur any remaining fees under the contract.
As this is a terrible time for everyone, I am of course happy to work with you to figure out the best next steps.
Thank you,
XX
When you want to send existing clients revised contracts with new protection clauses added in
One question you might be considering is what to do with existing clients if you’ve updated the protection clauses in your contract. Should you send them a revised contract? The answer: probably not. You run the risk of coming across as unprofessional by amending existing contracts without due cause. It may look like you’re trying to get out of performing your service.
Instead, experts recommend adding any updated or adjusted protection clauses into new contracts moving forward.
When your client cancels
Despite your best efforts to respond proactively and thoughtfully in the face of a recent natural disaster, you may still encounter a client who, due to their circumstances or personal preference, is intent on canceling their event. When this happens, the best course of action is to stick to your cancelation policy while addressing the situation gracefully.
By offering support to your client, despite their decision to cancel, you will retain a positive brand reputation and may have the opportunity to work with them again in the future.
Copy/Paste Template:
When Your Client Cancels
Hi XX,
Thank you so much for speaking with me today. I am sorry we could not find a date that works for us, but I am still so excited for you!
As we discussed, I have attached the cancelation amendment to void our previous contract. After the new contract is signed by everyone, our old agreement will be voided.
My goal is to ensure you’re taken care of in my absence, so I would recommend [insert name of back-up service provider] of [insert business name of back-up service provider]. [insert name of back-up service provider] is a trusted friend and colleague of mine and I know that [she/he] will take great care of you. Please take a look at [his/her] [insert their IG/website/etc.].
[*If you are giving your clients a refund, you could say:]
As this is a terrible time for everyone, and per our contract, I will give you a [full/partial/percentage] refund.
[If you are not giving a refund per your cancelations and rescheduling policy, you could say:]
While I know this is a terrible time for everyone, per our contract and the cancelations and rescheduling policy, we are within [insert time block as per contract] which means that I cannot give you a refund.
[If you are not giving a refund per your force majeure policy, you could say:]
While I know this is a terrible time for everyone, per our contract and the force majeure clause, you will forfeit only the retainer, but not incur any remaining fees under the contract.
Thank you again for your time and I hope we can work together in the future!
Thanks!
XX
