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](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/cancel-or-reschedule-appointment)

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 **memberservices@goldcare.com**. 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?](https://chatwoot-web-production-8008.up.railway.app/hc/goldcare/articles/how-to-join-appointment)

## If your provider is late or doesn't show up

1. **Message us by live chat right away** (after about 5 minutes), or email memberservices@goldcare.com.
2. We'll contact the provider to find out what happened.
3. 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 **memberservices@goldcare.com**.