At Grow, we know that your time and your relationship with your clients matter. When technical issues on our platform prevent you from holding a scheduled session, we offer compensation* to support your practice and honor the trust you place in us.
*We offer compensation for qualifying technical issues and subject to your meeting the criteria in this policy.
You may request compensation if:
The virtual appointment was scheduled on Grow and to be conducted via Grow Telehealth,
You submit a Compensation Request within 7 days of the missed appointment, and
A Grow-verified issue with our platform, such as an outage, downtime, or critical system error, blocked or prevented you from connecting with your client on Grow’s telehealth platform. This does not cover outages or downtime for third party partners; eligibility is not guaranteed and is determined at Grow’s discretion.
Compensation does not apply if:
The appointment was not scheduled on the Grow platform.
The session occurred off-platform (e.g., Zoom, in-person).
The issue was due to your or your client’s internet, device, or browser.
A third-party platform (e.g., AWS, Twilio, Auth0) caused the disruption.
You were ultimately able to complete the session and invoice for it.
How to Request Compensation
If you were impacted:
Reach out to Support through the chat in your Provider Portal. If your issue relates to a qualifying incident, they will share a brief Compensation Request form for you to complete.
Submit the Compensation Request form within 7 days of the missed session.
If approved, you’ll receive compensation equal to your No-Show Fee multiplied by the number of impacted appointments. The appointment(s) will be marked as canceled to avoid any duplicate billing. Your compensation will be included in your weekly payout 14–21 days after the appointment. Please note that final compensation is determined at Grow’s discretion.
Questions?
We’re here to help. If you're unsure whether an issue qualifies or need support submitting your request, reach out to our team through the Support chat in your Provider Portal.
We do our best to ensure these interruptions don’t happen, but if they do, we’re committed to making things right. Thank you for trusting Grow to support your practice.
We may update this policy at any time. When we do, changes will be posted here and will take effect immediately. Please check back regularly for updates. By continuing to use Grow's services, you agree to any changes to this policy.