Grow's mission is to create a seamless and positive experience for our clients and the providers who support them. Our policies discourage behavior that could negatively impact the quality of care from the client or provider, ensuring the overall experience within the Grow network remains high. Learn more below.
No-shows
What is a no-show? A no-show occurs when a client does not attend a scheduled appointment.
How is a no-show counted? If you fail to join the session after the 15-minute grace period, a provider can mark you as a no-show. This policy is outlined in the "Scheduling and Attendance" section of Grow's Practice Policies.
How does a no-show affect me? If you miss an appointment without cause, your provider can charge you a no-show fee of up to $200. No-show fees aren't covered by insurance. In case of a late cancellation or missed appointment (no-show), you are responsible for the entire fee, as insurance won't cover it.
How do I avoid a no-show fee? To avoid no-show fees, you must ensure you can attend your scheduled appointments. If you know you can't make an appointment, cancel at least 24 hours before the start time. If there are less than 24 hours before your appointment or an extenuating circumstance has come up, and you know you won't be able to attend, please message your provider to let them know.
How do I dispute a cancellation fee? Please discuss cancellation fees directly with your provider to see if there's any flexibility. If so, have them contact the Support Team, and they'll gladly update it for you!
Late cancellations
What is considered a late cancellation? A late cancellation is an appointment cancellation request that is less than 24 hours before the start time. You'll need to contact your provider directly to request a late cancellation, which may incur a late cancellation fee.
Learn how to cancel appointments using your client portal in this article.
How does a late cancellation affect me? If your provider reports a late cancellation, they will also have the option to charge a late cancellation fee of up to $200. Additionally, if you consistently miss appointments, they may choose to end your care program with them.
Note: Cancellation fees aren't covered by insurance. In case of a late cancellation or missed appointment (no-show), you are responsible for the entire fee, as insurance won't cover it.
How do I avoid a late cancellation fee? To avoid late cancellation fees, cancel your appointments at least 24 hours before the start time. If there are less than 24 hours before your appointment or an extenuating circumstance has come up, and you know you won't be able to attend, please message your provider to let them know. Many providers will waive the fee with the proper explanation and some rescheduling.
What is my provider's cancellation fee? Your provider's fee can be reviewed when booking appointments. You can locate the "Worry-Free Booking" section of their booking page and select the policy link. You can also discuss this with your provider via the messaging feature.
How do I dispute a cancellation fee? Please discuss cancellation fees directly with your provider to see if there's any flexibility. If so, have them contact the Support Team, and they'll gladly update it for you!