If you've received a no-show or late cancellation fee, or want to know how to avoid one, this article explains how the policy works, what qualifies as an exception, and how to dispute a charge if something doesn't seem right.
Key Points
A no-show occurs when you don't join a session within 15 minutes of the start time.
A late cancellation is any cancellation made less than 24 hours before your appointment.
Fees are set by your provider. They aren't covered by insurance.
To dispute a fee, message your provider first. Fee disputes must be submitted within 30 days of the charge.
🌟 Note: No-show and late cancellation fees are set and controlled by your individual provider, not by Grow Therapy. Grow Therapy's role is to process fees on your provider's behalf and to help mediate disputes when needed.
No-shows
What is a no-show? A no-show occurs when you don't join a scheduled session within 15 minutes of the start time. This policy is outlined in the "Scheduling and Attendance" section of Grow's Practice Policies.
What does a no-show fee cost? Your provider may charge a no-show fee of up to $200. The specific amount is set by your provider and is shown in the "Worry-free booking" section when you book an appointment. These fees aren't covered by insurance; you're responsible for the full amount 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.
What if I join just to tell my provider I can't stay? This still counts as a no-show. If you join your session only to let your provider know you can't attend, the no-show policy applies under Grow's Practice Policies.
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 a late cancellation? A late cancellation is any cancellation request made less than 24 hours before your scheduled appointment. Even if your appointment is still a few hours away, canceling within that 24-hour window may result in a fee.
How do I cancel an appointment? You can cancel directly from your Client Portal. For cancellations more than 24 hours in advance, refer to the appointment cancellation article for step-by-step instructions. For cancellations within 24 hours, you can still use the portal or message your provider directly, but the late cancellation fee may still apply at your provider's discretion.
⚠️ Important: Cancellations sent via text message, personal email, or any method outside the Grow Therapy Client Portal may not be logged in our system. Always cancel through your portal or by messaging your provider through the Messages section of your Client Portal to make sure your request is documented.
What does a late cancellation fee cost? Your provider may charge up to $200 for a late cancellation. The specific fee is visible in the "Worry-free booking" section when you book. These fees aren't covered by insurance. Repeated missed appointments or late cancellations may also affect your care relationship and could lead to discontinuation of services.
How do I find my provider's specific cancellation policy? When booking an appointment, look for the "Worry-free booking" section and select the policy link. You can also confirm details with your provider through the Messages section of your Client Portal.
Emergency cancellations
What if I need to cancel my appointment because of an emergency? We understand emergencies happen. While no-show and late cancellation fees usually apply in these situations, exceptions can be made.
Contact your provider as soon as possible to explain your situation. If your appointment was within the 24-hour window and you need additional support, reach out to Grow Therapy's support team through your Client Portal.
Fee waiver requests for emergencies are reviewed individually. You may be asked to provide documentation (such as a medical note or weather alert) and have 14 days from the missed appointment date to submit it. If documentation isn't provided or the situation doesn't qualify, your provider will decide whether to waive the fee. Repeated emergency cancellations may not qualify for future waivers.
What qualifies as an emergency? Fees may be waived for:
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.
If your provider doesn't show up
If your provider doesn't attend your scheduled session, you won't be charged. For guidance on how to report a provider no-show and what to expect next, refer to Report a provider no-show.
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.
If you're unable to reach your provider or don't receive a response, contact Grow Therapy's support team. We can contact your provider on your behalf and help you with the dispute.
⚠️ Important: Fee disputes must be submitted within 30 days of the charge or charge notification. After that window, disputes may not be eligible for review.
What if my provider scheduled a visit without my consent? If you believe your provider scheduled or rescheduled a session without your knowledge, contact our support team through your Client Portal. We'll review the situation, reach out to your provider for written confirmation (such as in-portal messages or emails), and follow up with you to make any necessary updates.