Plans change. If you can't make your visit, cancel at least 24 hours before it starts and book a new time.
The 24-hour rule
- 24 hours or more before your visit: cancel in your account under Appointments. You don't lose the tokens you paid, so you can use them to rebook.
- Less than 24 hours before, or you don't show up: you forfeit the appointment time and its tokens.
- Something unexpected happened? Contact Member Services. Exceptions are considered case by case.
How to cancel
- Log in at app.goldcare.com.
- Click Appointments in the top menu.
- On the Upcoming tab, find your visit and cancel it.
- The visit moves to the Cancelled tab.
How to reschedule
- Cancel the visit (at least 24 hours ahead), as above.
- Book the new time as usual: Home → New Appointment. See How do I book an appointment?
- Your token balance is shown in the top bar and is used at checkout.
Tip: the button "Ready to see a provider again? Schedule an appointment" on the Appointments page takes you straight to booking.
Rescheduling because of a technical problem
If your camera, microphone or check-in doesn't work and our team can't fix it before your visit, the appointment is rescheduled and you won't be charged for it. Contact Member Services right away. See How do I join my video appointment?
Still stuck?
Send us a message in Messages (click your name, top right, then Messages) or use live chat, Monday–Friday, 8 a.m.–10 p.m. ET. You can also email [email protected].