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

1. Log in at [app.goldcare.com](https://app.goldcare.com/).
2. Click **Appointments** in the top menu.
3. On the **Upcoming** tab, find your visit and cancel it.
4. The visit moves to the **Cancelled** tab.

## How to reschedule

1. Cancel the visit (at least 24 hours ahead), as above.
2. Book the new time as usual: **Home → New Appointment**. See [How do I book an appointment?](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/how-to-book-appointment)
3. 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?](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/how-to-join-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 **memberservices@goldcare.com**.