If a client does not show up or their appointment is canceled/rescheduled without at least 24 hours notice, you can charge them a no-show or late cancellation fee.
⚠️ Note: Providers may not 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 plans and dual Medicare/Medicaid plans.
Policy recommendations
Additional fees are often a necessary but challenging aspect of your client relationship. You want to discourage expensive and inefficient client behaviors while remaining sensitive to their personal and financial needs as a patient seeking care.
To help make leveraging fees as straightforward and empathetic as possible, please consider the following:
Ensure your no-show/cancellation fee is set in the Basic Information section of your Profile Settings.
Outline any fees a client may incur based on their actions, especially if they contact you directly to cancel an appointment after the cancellation window has closed. Surprise fees are much more likely to create a negative experience.
Consider forgiving initial intake no-shows or late cancellations. Some clients experience apprehension and anxiety as the first session approaches. Reaching out to the client and establishing a supportive environment helps reset expectations and reassures clients that proceeding with care is the best next step for them. Learn more about waiving a fee below.
Fee guidelines
❌ No-Shows: Providers may set their own no-show rates to a maximum of $200. You may elect to charge a client a no-show fee if they miss an appointment or are late to a scheduled appointment by 15 minutes or more.
⏰ Late Cancellations: Providers may set their own late cancellation rates up to a maximum of $200. You may elect to charge a client a late cancellation fee if they cancel an appointment without at least 24 hours notice.
Charge a fee
⚠️ Note: Your client will be charged the default fee amount established in your Basic Information settings, regardless of adjustments made in the invoice submission. To forgive a no-show or late cancellation, delete the appointment from your Appointments dashboard.
Video Walkthrough
Written Walkthrough
To invoice and get paid for a no-show or late cancellation:
Navigate to the Appointments dashboard via the sidebar.
Select the Unsubmitted tab and search for the related client appointment.
After you locate the appointment, select the Submit Invoice option.
In the notes view, select the 'Mark As No-Show' option at the top of the note.
On the subsequent screen, make sure the required Diagnosis field is populated. The field will auto-populate with information from your latest note or claim with the client. The visit price will default to the amount set in the Basic Information section of your Profile Settings.
⚠️ Note: You must provide a diagnosis to submit the invoice. If the fee is for an intake appointment, select any. The diagnosis will only be used internally for payout and billing purposes and will not be shared with insurance. Please contact support if you have any questions or concerns about this process.
Finally, select the Submit button in the top right to charge your client the fee.
The invoice will be added to the "Total Billed" number on your Dashboard, and the invoice can then be viewed within the Past tab of the Appointments dashboard.
Waive a fee
To waive (remove) a previously charged fee incurred by a client, please contact the support team (e.g., How do I waive a no-show fee?) via your provider portal using the help widget. The team will confirm the client and fee information with you before canceling the fee.
⚠️ Note: Please do not instruct clients to contact the support team about their fees. All fees are at the provider's discretion, so a client does not need to contact the support team about waiving a fee. You must request all changes.