The same messages come in every week. Here are ten replies for them. Copy one, change the bits in [brackets], and send it. No email needed, and you can share this page with anyone you like.
When you're closed
Your away message
Thanks for your message. We're closed now and open again at [9am]. Tell us the day and treatment you'd like, and we'll reply first thing.
Set it as your away message in the WhatsApp Business app, so nobody waits in silence.
When they ask the price
A price question
Thanks for asking. [Treatment] is £[price] and takes about [time]. Would you like me to find you a time this week?
For treatments you're happy to price in a chat. End on a time, not on the number.
A prescription-only treatment
Thank you for asking. Treatments for lines and wrinkles start with a consultation, where our prescriber checks what is suitable for you and talks you through the cost. Shall I find you a consultation time this week?
It names no product and gives no number. Why it's worded this way.
When it's about health
A medical question
That's one for [practitioner] to answer properly, so I won't guess here. I've passed your question on and they'll reply by [time]. If it feels urgent, please call NHS 111, or 999 in an emergency.
Someone under 18
Thanks for getting in touch. We can't offer this treatment to anyone under 18, so I can't book you in here. If you're 18 or over, we'll need to see photo ID before booking. Please call us on [number].
In England it's an offence to give botulinum toxin or cosmetic filler injections to anyone under 18, or to book them in. GOV.UK says to check proof of age before booking.
A photo of a treatment area
Thank you. [Practitioner] will want to look at this properly, so I've passed it on and they'll reply by [time]. If you're worried about a recent treatment, please call us on [number]. If it feels urgent, call NHS 111, or 999 in an emergency.
A photo can count as health data, so keep it out of group chats, and don't ask for photos you don't need.
When the diary moves
Moving an appointment
No problem. You're booked for [day and time]. I can move you to [option 1] or [option 2]. Which is better?
Two real times beat "let me know what suits".
A kind no-show message
Hi [name], we missed you at [time] today. Hope all's well. If you'd like to rebook, just reply here.
Send it once, the same day. Keep it about their booking, with no offer in it.
Asking for a deposit
To hold this time we take a £[amount] deposit, which comes off your treatment on the day. If you need to move or cancel, tell us by [time the day before] and we'll move it or refund it. Shall I send the link?
Keep it a fair slice of the price, and say the terms before you take it. More on deposits.
When something's gone wrong
A complaint
I'm so sorry this happened. I don't want to rush you with a quick reply, so I've passed this to [owner] and they'll get back to you by [time]. Is this the best number to reach you on?
The rules in four lines
Someone messaged you first? Replying is the easy case. Messaging a list of people who never asked is marketing, and PECR needs their consent first. More on that.
Prescription treatments. Don't name or price them in a Status, a broadcast or an offer. WhatsApp's own policy is stricter than the UK rules, so the careful reply above keeps the product and the price out of the chat.
Health details. A question about someone's treatment can count as health data under UK GDPR, so it needs more care than a name and a number.
Deposits and fees. They have to be fair and agreed before the booking.
We wrote these replies and checked them against the rules linked below on 5 November 2026. They're general information, not legal advice.
An away message says you're closed. It can't book anyone in. Luna can.
Run a trade body, an insurer or a training academy? Send this page to your members. It's free and there's nothing to sign up for.
Questions
What should a UK clinic's WhatsApp away message say?
Say you're closed, when you open again, and what to send you so you can reply first thing. Two sentences is plenty. There's one to copy at the top of this page.
Can a clinic give prices on WhatsApp?
For ordinary treatments, a straight answer to someone who asked is fine. For prescription-only treatments, the careful reply names no product, gives no price and offers a consultation. This is general information, not legal advice.
Can I message someone who didn't turn up?
A neutral note about their own missed booking is more likely a service message. A message that pushes them to buy or rebook can count as marketing, which needs consent under PECR. This is general information, not legal advice.
Are these free to use?
Yes. No email and no sign-up. Copy them, change them, or send the page to someone else.
Sources and what we checked
- ICO: electronic mail marketing under PECR · Checked
- ICO: identify direct marketing, and what counts as a service message · Checked
- ICO: what is special category data · Checked
- CAP Code section 12: medicines and treatments · Checked
- CAP advice: private correspondence · Checked
- WhatsApp Business Messaging Policy · Checked
- GOV.UK: botulinum toxin and cosmetic fillers for under 18s, guidance for businesses · Checked
- Botulinum Toxin and Cosmetic Fillers (Children) Act 2021, section 1 · Checked
Your turn
See how Luna replies.
Message our demo number like one of your clients would. 14 days free once Luna is live, then £99 a month + VAT. No contract.
Related posts
Yes, you can keep your WhatsApp number.
Keep your WhatsApp Business number when Luna answers for you. Same number, same chats, your phone still works. What moves, what changes, how to undo it.
She won't message back tomorrow.
What happens to the WhatsApps you don't see after closing time. The honest version, without invented numbers. Just what every salon owner already knows.
Can your clinic's WhatsApp tell someone the price of Botox?
What the UK advertising rules and WhatsApp's own policy say about a Botox price on WhatsApp, where a reply turns into an advert, and a careful reply to paste.