Hi, I run a mountaineering business and we employ freelance guides for most of our work. 95% of the time, there are no issues, but when clients need to cancel or postpone, then it can be a bit tricky to juggle, still make a profit and keep everyone happy. We pay guides £170/day, which is pretty standard in our line of work. If work is cancelled, then the guide gets £100 for the cancelled day, unless we can redeploy them, which is tricky to do, as all our other work would have already been staffed. We ask clients to take out cancellation insurance and it's a condition of their booking that they are aware that they need to do this, although, in reality, they rarely do, probably due to the perceived hassle and cost (which is actually quite small). If a client doesn't take out insurance and asks to postpone or to cancel, then we're quickly made to feel like the bad guys if we were to slam down the book and that telling them that they've signed up to our Ts&Cs and that they should have taken out insurance doesn't tend to go down well. There's enough competition that clients will quickly take their business elsewhere in the future. For example, a client had booked for next week, it was a late booking, but we found a guide and so it was all pretty straightforward. Then, the client emailed yesterday to ask whether he could postpone it, as one of his group couldn't make the original dates. I, therefore, had to cancel the guide and to keep him happy, pay him the £100 cancellation fee. So, this booking will no longer make any profit, but it would seem pretty harsh to tell the client that it's no possible and that they need to then claim on their insurance (if they have taken one out, which I doubt). Another client, who had booked three days with us, injured himself (a simple slip and nothing that the guide could have done to avoid it from happening) on the first day and so couldn't make the remaining two days. I felt duty-bound to still pay the freelancer for two days, and so explained to the client that I would give them whatever was leftover, which turned out to be very little (our margins are quite small). Had he taken out insurance, he could have made a claim for those two days and everyone would have been happy. Instead, I think that the client has gone away with a bad taste in his mouth, despite it being his fault for not taking out insurance. I've not heard from him since. Does anyone have any suggestions that could help keep both clients and freelancers happy in the future, please? Keeping our freelance staff happy and valued is as important as keeping the clients happy.