I have an in-home training business and my clients pay up front for their sessions. I also have a 24-hour cancellation policy, and my clients generally adhere to this unless it’s an illness or last minute unforeseen event (which of course I allow). I’m very fortunate that most of my clients are great about my time, but I have had to talk directly with one or two about last minute cancellations (and I have not allowed make-ups for some–which puts an end to this as well).
If you don’t already have a policy in writing, you should develop one as it will help save you time, money and frustration.
Best to you,