Sometimes plans change—and that's okay. If you need to cancel an appointment with your provider, the client portal makes it easy to do so. This guide outlines the steps to cancel an individual or recurring appointment.
Key Points
You can cancel most appointments directly from your client portal.
The cancellation option is available with 24 hours' notice. If your appointment is within 24 hours, please contact your provider directly to request a change. A late cancellation fee may apply.
Late cancellation or no-show fees are not covered by insurance; clients are responsible for the full amount.
Cancel your next appointment
To cancel your next appointment from your client portal dashboard:
Log in to your client portal, and locate the "Next appointment" section on your dashboard.
Click the Edit button next to the appointment.
Select Cancel from the options.
Select a reason for cancellation from the drop-down menu. Depending on your selection, you may be asked additional questions to help provide you with relevant resources.
Then, click Cancel again to confirm.
A confirmation message with options to reschedule or return to your dashboard will appear.
Cancel additional or recurring appointments
Follow these steps to cancel additional appointments or an entire appointment series:
Click Appointments on the left-side navigation menu.
On the Upcoming tab, find the appointment you'd like to cancel.
Click Edit next to the appointment.
Select Cancel from the options.
On the next screen, select Cancel this appointment to cancel a single occurrence or Cancel all upcoming repeating appointments to cancel a recurring series.
Select your cancellation reason from the drop-down menu.
Click Cancel at the bottom of the screen.
Then, confirm your cancellation.
A confirmation message will appear with options to reschedule or return to your dashboard.
Frequently asked questions
Why is the option to cancel unavailable? The cancel option is only available for appointments with at least 24 hours' notice. If you try to cancel within 24 hours of your appointment time, the option will be blocked. In this case, you'll need to contact your provider directly to request a late cancellation. Please note that a late cancellation fee may apply.
📌 Note: Cancellation fees aren't covered by insurance. In the event of a late cancellation or missed appointment (no-show), you are responsible for the entire fee, as insurance won't cover it.
What is my provider's cancellation fee? Your provider's fee is available for review when booking appointments. To find it:
Go to the "Worry-free booking" section of their bookings page.
Select the policy link to view the provider's fee.
You can also discuss this with your provider via the messaging feature.
What is Grow's emergency cancellation policy? We understand that emergencies happen. Normally, a no-show or late cancellation fee applies for missed appointments without 24-hour notice, but we may waive this fee for certain emergencies, such as:
Medical emergencies (illness, injury, or hospitalization)
Family emergencies (urgent situations involving an immediate family member)
Severe weather that makes travel unsafe
Car accidents
If an emergency prevents you from attending your session, contact your provider as soon as possible. If you need additional support, contact the Support Team via the help widget in your Client Portal. For more information about handling emergency cancellations, click here.
What if my provider scheduled a visit without my consent? You always have full control over your appointments. If you believe a provider scheduled or rescheduled a visit without your consent, we will help sort it out. We may request written proof (e.g., in-portal messages, texts, or emails) from your provider. After reviewing, we'll update you and make any necessary adjustments to your appointment.
How do I dispute a cancellation fee? Please discuss cancellation fees directly with your provider to see if there's any flexibility. If so, you can have them contact the Support Team, and they'll gladly update it for you! Additional information on disputing charges and fees of all types is available in this article.