How do I handle no-shows and cancellations?
A clear, fair cancellation policy protects your time while setting honest expectations with patients. Communicating it up front prevents most disputes before they happen.
Set your policy
- Decide how far in advance patients can cancel and still receive a refund.
- Communicate the policy clearly so it's visible before patients book.
- Apply it consistently so every patient is treated the same way.
If a patient doesn't show
- For online consults, wait a few minutes past the start time in case they're delayed.
- Message the patient via chat to check whether they're joining.
- Apply your no-show policy regarding the fee.
If you need to cancel
- Reschedule or cancel as early as you can from your panel.
- The patient is notified automatically and offered a new time or a refund.
- Avoid frequent doctor-side cancellations — they affect patient trust and your reviews.
Fair, well-communicated policies reduce friction, keep your ratings strong, and make patients comfortable booking with you again. When in doubt, erring slightly on the side of generosity with genuine emergencies tends to earn loyalty.
