Providers are permitted up to three in-app cancellations (early cancellations) within a rolling 90-day period. These cancellations can be made:
• More than 2 hours before the appointment start time, or
• At least 24 hours prior to the start time for a Partner opportunity.
Additionally, a 10-minute grace period is provided for cancellations after an appointment has been accepted.
If you have exceeded your in-app cancellation limit and need to remove yourself from an upcoming appointment, please Contact Us.
Late Cancellations
Late cancellations - those made less than 2 hours before the appointment start time - will be closely monitored and may result in penalties as outlined below.
| Tardies | Early Cancellations > 2hrs | Late Cancellations < 2hrs | No Show |
|---|---|---|---|
| 1st: Email Warning | None | 1st: Email Warning | 1st: Email Warning |
| 2nd: 3-day Suspension | None | 2nd: 7-day Suspension | 2nd: 14-Day Suspension |
| 3rd: 7-day suspension | None | 3rd: 14-day Suspension | 3rd: Account Review + 30-day Suspension |
| 5+: Removal | None | 5+: Removal | 5+ Removal |
We understand that unepected situations can arise, and we strive to be as accomodating as possible.
Automatic Reset of Cancellation Status
Provider-initiated cancellations will reset after 90 days. For example, if you receive a warning for late cancellations, your cancellation status will reset internally after 90 days, ensuring you are not penalized further.
Cancellation Payouts
If a client cancels an appointment within our cancellation timeframes, the provider may be eligible for a cancellation payout. Please contact support if you require further assistance.
Tips and reminders:
✅ Accept appointments you are confident you can complete.
📲 Communicate with your client via the Inbox if you're delayed due to traffic or weather conditions. Communication is key!
😊 Be courteous and respectful of your client's time. Giving adequate notice may encourage the client to reschedule with you.
For futher details, please refer to your Provider Agreement located in the Provider App.