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.

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 fewer 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.

What if I missed an appointment because my provider scheduled a session without my consent? If your provider scheduled a session for you without your agreement and within 24 hours of the appointment time (leaving you unable to cancel), you will not be charged. Please reach out to our support team so we can refund you.

Does it count as a no-show if I join to let my provider know I can't attend the full session? Yes. If you join only to notify your provider and then leave, it will still be considered a no-show, and you will be charged according to the policy.

What if I miss my session because of login issues? You don't need to log in to join a session. A direct meeting link is always sent to your email. If you didn't see it, please check your spam or promotions folder. Our system records whether the email was successfully sent. If it was delivered, the no-show policy still applies.

How do I dispute a no-show fee? Since no-show fees are set by your provider, the best first step is to contact them directly. If they agree to adjust or waive the fee, they'll just need to let our Support Team know, and we’ll take care of the update for you.

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.

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? Cancellation fees are decided by your provider, so it’s best to start by messaging them. If they agree to make a change, they can contact our Support Team, and we'll be happy to update the fee on your account.