What is the appointment cancellation policy for clients?
Clients and providers can review Grow Therapy’s cancellation policy by reviewing section 8 of the Practice Policies, or by visiting a provider’s booking page and reviewing the “Worry-free booking” section underneath the appointment calendar.
Free Cancellation/Rescheduling
You can cancel or reschedule your appointment up to 24 hours before your scheduled time and receive a full refund with no fees. Upon booking, use the links in your confirmation email to make changes.
No-Show or Late Cancellation Fee
If you do not make changes at least 24 hours ahead of your session, you will be subject to a no-show/late cancellation fee.
We have this policy out of respect for providers and clients. Changes less than 24 hours in advance lead to appointment slots that are difficult to fill. Without ample notice, cancellations prevent others from being able to schedule into that time slot.
When do clients review and acknowledge Grow’s cancellation policy?
Clients acknowledge Grow’s cancellation policy at the time of their first appointment booking.
How do clients cancel their appointments?
Clients can cancel or reschedule their appointments within 24 hours or more by creating and logging in to their Client Portal. Clients have an additional entry point via their appointment confirmation emails, as seen below.
What is the appointment cancellation policy for providers?
No specific policy is in place for providers. However, Grow asks that you follow the Best practices for delivering care.
Honor appointment times and notify clients of changes at least 24 hours in advance.
Please do not cancel new client therapy appointments solely because the intake paperwork is not completed in advance. Please complete an initial assessment with clients who schedule an appointment with you whenever possible to determine if the client is appropriate for your practice and appropriate for telehealth services.
Be on time for scheduled appointments. Providers who are more than 10 minutes late are considered a no-show.
Appointments without client consent
If a client reports that they did not agree to a scheduled session, Grow will follow up with the provider to request written proof of confirmation (e.g., a message, email, or text). If proof of consent can’t be provided, the appointment will be canceled or the fee waived. If the provider only received verbal consent, Grow will not charge the client but will still pay out the provider.
Please note: To avoid these situations, we strongly encourage all providers to confirm appointment times with clients prior to booking or rescheduling. Written confirmation via message or email ensures clarity for both parties and protects against disputes.
What’s changing with Grow’s appointment cancellation policy?
Clients can cancel appointments up to 24 hours prior to the scheduled time. If clients need to cancel with less than 24 hours' notice, they should first message their provider directly to discuss their options. If further support is needed after contacting their provider, Grow’s Client Support team can now cancel appointments on behalf of clients within 24 hours under certain circumstances.
Client Support can help cancel their appointments within 24 hours for the following reasons:
Client emergencies
Appointments scheduled without the client’s consent
In these limited cases, Support may cancel the session and waive the client’s fee. If written confirmation isn’t available (for instance, if you had verbal consent), Grow will still pay you for that session.
What’s not changing
Clients are still unable to cancel appointments on their own within 24 hours through the Grow platform.
Clients are still advised to contact their provider first.
Providers keep full discretion to waive no-show/late cancellation fees — no documentation required.
Verbal consent still counts for scheduling. You are not required to obtain written consent if you already have verbal confirmation from your client. However, having a brief written note or message can help resolve disputes more quickly if they arise.
What qualifies as an emergency?
The following situations are considered emergencies:
Medical Emergencies: Unexpected illness, injury, or hospitalization of the client or an immediate family member.
Family Emergencies: Urgent situations involving a family member, such as death or a critical crisis requiring immediate attention.
Severe Weather Conditions: Natural disasters or dangerous weather making travel unsafe or phone/wifi connections impossible.
Car Accidents: Involved in a car accident.
What documentation are clients required to provide?
Clients are provided with the following information: If your appointment is scheduled to occur within 24 hours, requests for waiving the late-cancellation fee will be reviewed individually. Documentation (e.g., medical note, weather alert) will be required for verification, and you will have a 14-day grace period to provide the necessary documents. If Grow Therapy determines the emergency as invalid and/or documentation cannot be provided, the request to waive the late-cancellation fee will be at the provider’s discretion. Note that excessive emergencies over a given time period may not be waived.
How does this impact a provider’s pay?
Providers are unable to charge no-show or late cancellation fees if the client has a plan with Medicaid coverage or if the commercial insurance plan contract states that no-show fees are not permissible. Examples include Kaiser Permanente Northern California plans and dual Medicare/Medicaid plans.
If the Client Support team receives qualifying documentation for an emergency, the late cancellation fee will be waived, and the provider will not receive the cash fee.
How do I charge for a late cancellation or no-show?
To learn how to charge for a late cancellation or no-show fee, please see this guide.
Will someone reach out to me if a cancellation or no-show fee is being waived?
Yes. If Client Support determines that the client is eligible for the cancellation or no-show fee to be waived, you will be notified via the Help Widget. You'll receive an email that you have a new chat message to review.