These rules come from the Cancellation Policy you accept when you book.
Check in early
Check in to the appointment's waiting room no later than 10 minutes before your scheduled time. We send reminder texts 24 hours and 15 minutes before each appointment.
If you're running late
Your appointment still ends at its scheduled time. Missed minutes are deducted from your visit, and lost time isn't reimbursed. This keeps providers on time for the next member.
If you miss your appointment (no-show)
If you don't show up, you forfeit the appointment time and its tokens. To keep your tokens, cancel at least 24 hours ahead under Appointments. See Cancel or reschedule
Something unexpected happened? Contact Member Services. Exceptions are considered case by case.
If you have a technical problem
Contact Member Services right away by live chat, phone or [email protected]. If we can't fix it before your visit, the appointment is rescheduled and you won't be charged for it. See How do I join my video appointment?
If your provider is late or doesn't show up
- Message us by live chat right away (after about 5 minutes), or email [email protected].
- We'll contact the provider to find out what happened.
- If the visit can't go ahead, we'll help you rebook, and a team member will sort out the tokens you paid for that visit.
If a provider cancels your appointment, your tokens are returned to your token balance.
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].