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.
Key Points
A no-show is defined as missing a session without attending within the 15-minute grace period.
Late cancellations are cancellations made less than 24 hours before the appointment. Cancel at least 24 hours in advance to avoid fees.
No-show and cancellation fees are set by your provider.
To dispute a fee or request a refund, please contact your provider directly.
No-shows
What is a no-show? A no-show occurs when a client does not attend a scheduled appointment within 15 minutes of the start time.
How is a no-show counted? If you fail to join the session after the 15-minute grace period, your 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 notice, your provider can charge a no-show fee of up to $200. These fees are not covered by insurance; you're responsible for paying them directly.
How do I avoid a no-show fee? Make sure you can attend your scheduled appointments or cancel at least 24 hours in advance. If an unexpected situation comes up within 24 hours, message your provider as soon as possible. Some providers may waive the fee with a valid explanation.
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 your session only to inform your provider that you can't stay, it will still be considered a no-show under policy.
What if I miss my session because of login issues? You don't need to log in to join your session. A direct meeting link is always sent to your email. If you don't see it, check your spam or promotions folder. Our system confirms when meeting links are successfully delivered, and the no-show policy still applies in those cases.
Late cancellations
What is considered a late cancellation? A late cancellation is an appointment cancellation request made less than 24 hours prior to the scheduled 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? Your provider may charge a late cancellation fee of up to $200. Consistent missed or late cancellations can also impact your care relationship and may lead to discontinuation of services.
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? Cancel your appointments at least 24 hours before the scheduled start time. If something urgent comes up, message your provider directly. Many providers are willing to waive the fee for legitimate reasons and prompt rescheduling.
What is my provider's cancellation fee? Your provider's specific fee can be found when booking an appointment. Look under the “Worry-free booking” section and select the policy link. You can also confirm details with your provider via the messaging feature in your Client Portal.
Emergency cancellations
What if I need to cancel my appointment because of an emergency? We understand emergencies happen. While a no-show or late cancellation fee usually applies, exceptions can be made for true emergencies.
How should I proceed? Contact your provider as soon as possible to explain the situation. If you need additional help, please reach out to our Support team through your client portal and include details about your emergency.
If your appointment was within 24 hours, your fee waiver request will be reviewed individually. You may be asked to provide documentation (for example, a medical note or weather alert). You'll have 14 days from the missed appointment date to submit supporting documentation.
If no documentation is provided, or the situation doesn't qualify as an emergency, your provider will decide whether to waive the fee. Please note that repeated emergency cancellations may not qualify for future waivers.
What qualifies as an emergency? Fees may be waived for the following events:
Medical emergencies: Unexpected illness, injury, or hospitalization affecting you or an immediate family member.
Family emergencies: Urgent situations involving a family member, such as a death or critical crisis that requires immediate attention.
Severe weather conditions: Natural disasters or dangerous weather that make travel unsafe or prevent phone or internet access.
Car accidents: Being involved in a motor vehicle accident that prevents you from attending your appointment.
Disputing fees
How do I dispute a no-show or cancellation fee? Because your provider sets all fees, please message them directly to discuss your concern. If they agree to adjust or waive the fee, they can contact our Support Team, and we'll update your account accordingly.
What if my provider scheduled a visit without my consent? We understand the importance of feeling in control of your care. If you believe your provider scheduled or rescheduled a session without your consent, don't worry—we'll help sort it out. Our team will review the situation and reach out to your provider for written confirmation (such as in-portal messages, texts, or emails). Once we have the details, we'll follow up with you and make any needed updates to your appointment.